Business Profile

Burglar Alarm Systems

Alder

This 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

992 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:11/20/2023
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.
In Feb. of 2021, I moved to a new home. It took months to even get someone to come out and reinstall the system in my new home. I would call the company and request to schedule an appointment and they were telling me that someone will call me back. No one would ever call me back so weeks later I would call them and theyd say “I don’t know why someone never called you back, I’ll have someone call you to schedule.” And no one ever called me back so after several months of this, finally they said that whenever they tried to call me for some reason, it didn’t go through so after months of back and forth they finally got it figured out, got scheduled and installed. After it was installed it never works for a single day, I would turn on the system and leave and come home and itd be disconnected. Every morning it tells me that it’s disconnected from the system sometimes multiple times a day. I have spent several dozen hours on phone calls with this company and they just tell me to reset the system over and over and to call back. Currently I’m waiting about 6 weeks for them to FINALLY send someone to my house to install a new system. They won’t even tell me how much they owe me. Considering the system has not worked in multiple years and I’ve paid for most of those months, it’s should be well over $1000, probably closer to $1500. They will not release me from my contract. Worst experience from a company in my entire life.
Business Response
Date: 11/21/2023
Thank you for bringing this to our attention. We have a technician in the area who will be calling you to schedule a time to come out to your home.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because it has been over two years that my system has not worked for a single solitary day. The company won’t even tell me how much money they owe me until after it’s fixed. This appointment to fox my system was booked out six weeks in advance. No doubt they’ll cancel it last second.

Sincerely,

****** ******
Business Response
Date: 11/22/2023
Please continue to work with the agents you spoke with yesterday. These issues will be resolved in direct communication with our agents.
Customer Answer
Date: 11/29/2023

Complaint: ********

I am rejecting this response because I want to know how much I will be reimbursed and y’all won’t say. You have wasted enough of my time and money. I demand to be released from my contract immediately and be reimbursed due to yall violating it by failing to provide the service at question. There is no other acceptable solution. I hate your company. I wish to never deal with you again. This has been terrible.

Sincerely,

****** ******
Business Response
Date: 12/01/2023
We will discuss this with you over the phone. Please return our calls so we can get this resolved.
Initial Complaint
Date:11/17/2023
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.
As of 11/17/2023 I have requested to cancel my services with Alder Home Security. They informed me my account had autorenewal, despite multiple calls with them and no mention of this until I am verbally asking to cancel the unsatisfactory services. Now I was told they would call me back and they refuse to return my call to cancel. They gave me phone numbers to call back that do not reach anyone - they have been disconnected. They are unwilling to provide the cancelation form and to actually cancel my account. They continue to withdraw funds to cover monthly expenses but will not cancel. In the past they did not show up on time to provide maintenance to their system, they asked me to do the maintenance, then they have provided horrible customer service on multiple occasions.
Business Response
Date: 11/21/2023
This complaint is being reviewed and we will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because: they are offering no resolution.

Sincerely,

****** ****
Business Response
Date: 11/29/2023
When we called and spoke to you on the 22nd we offered to send a technician at no charge, and we offered downtime credit. We feel this is fair. Please let us know when we can send someone to your home to do a full system check.
Initial Complaint
Date:11/15/2023
Type:Product 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.
Back in June 2023 I cancelled my account within the 30 day trial period. Somehow after confirming my cancellation with their agent and manager, going through all of their steps my account was charged for the next month. I then called back, they apologized for the cancellation not going through and ensured it is now cancelled. For an unknown reason they told me they were not able to send the refund back to my card so they have to send a check. The agent who addressed my check put the wrong zip code so it was returned to their office instead of my address. Note, they had my correct address when they sent the equipment. The check was mailed again with the correct zip code and finally delivered in early October but the check bounced at my bank. Alder said it’s because the check was only valid for a set amount of time and because of all the turn around it was invalid by the time I received it. It is now November 15th and they still have not sent a new check. I have called multiple times and emailed them but they still have not resolved the issue. I still do not have my refund!
Business Response
Date: 11/21/2023
Thank you for bringing this to our attention. This issue has been escalated and we will be in touch with you soon to find a resolution.
Customer Answer
Date: 11/27/2023

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:11/14/2023
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.
My contract was for 60 months. It was up in June 2023. They sent me a letter and said I had $***** past due and so I called them and told them my contract was ** in June 2023. They said i should have called them and cancelled. they emailed me a cancellation form and told me to return it along with the *****. I don't feel I owe them anymore money since my contract was until June 2023. Also when they installed the security system in 2018 they broke two of my glass figurines which are ****** Glass Collectibles. They said since i didn't have the receipts from 50 years ago they will not pay. I would really appreciate some help with why I have to pay this $*****. when they new my contract was up.
Business Response
Date: 11/15/2023
The account has been cancelled. Please contact us directly with any questions.
Initial Complaint
Date:11/07/2023
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.
11 months ago I installed Alder in my first apartment. I set up a different utility over the phone, they transferred me to Alder because they had a deal or something 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. My roommate annd I are two college students 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 she claimed I signed and she emailed me a document I have never seen in my life with my name on it but it was not my signature. I asked for another supervisor and she informed me that they cannot cancel my account but she would happily drop my monthly rate by $5 ONLY IF I agreed to renew for another 60 days. As if I’m stupid and can’t do math and realize that they'd be taking $300 extra right after I informed her that we cannot afford it. She then pushed for me to let her knock $10 off my monthly price with the renewal. I’m looking to take legal action against the false signature and I would love for my account to be cancelled.
Business Response
Date: 11/10/2023
In addition to the signed agreement the terms of the contract were explained during a recorded phone call. A review of the call showed that Ms. Ashenburg agreed to the 60 month term. However, we will allow her to cancel on the condition that she pay a $250 early cancellation fee and return the equipment.
Customer Answer
Date: 11/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is BARELY satisfactory to me. I will be calling asking for the cancellation price to be dropped $50 dollars because this company just charged me for another month that I will absolutely not be using.
If there is another issue with the cancellation fee I will not only be submitting another complaint to the Better Business Bureau but I will be reaching out to the consumer protection agency.

Sincerely,

***** *********
Initial Complaint
Date:11/07/2023
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.
In June the camera system needed to be updated due to the system we had was an old version they had notified us that we had to update our system meaning they would send us new cameras at no cost when we contact them because as of July 1st the old cameras will no longer record. As we did, we contacted them for the new cameras we have yet to receive the new version and still have been getting charged $80 a month for the cameras we contact them almost every week they say they are on back order. It is now November and we yet to receive our cameras. I even ask to cancel our contract and they attempted to charge me a $650 fee. I have paid $80 since June without no footage of recording and they just give me the runaround and will not return my call back saying they will send technical support out. But for what if the cameras are out of date and no longer the correct version. The most confusing part is the cameras are from arlo but the company is alder. I have begun to email them so I have this all on record because I don’t know if they are just scamming people out of their money or what. I filed a complaint with arlo but they reached out and said it is all with alder arlo is just the cameras we have but the cameras are not on back order that they do not even have an order from alder submitted for us that has been ordered or submitted
Business Response
Date: 11/09/2023
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: 11/09/2023

Complaint: ********

I am rejecting this response because: this does not need to be closed out until resolved

Sincerely,

**** ******
Business Response
Date: 11/13/2023
Thank you. The team should be in touch with you today.
Customer Answer
Date: 11/14/2023

Complaint: ********

I am rejecting this response because: I have not received the cameras yet once I receive the cameras I will accept

Sincerely,

**** ******
Business Response
Date: 11/14/2023
We spoke with the customer today and the cameras should be arriving shortly.
Customer Answer
Date: 11/19/2023

Complaint: ********

I am rejecting this response because:

I have not received the cameras or got refunded for the months I have went without having the cameras, so I will not close this out until both are received

Sincerely,

**** ******
Business Response
Date: 11/20/2023
We spoke with Ms. ****** a few days ago and informed her that we will be shipping the cameras shortly. We have also given her two free months of service to compensate for the delay.
Customer Answer
Date: 11/21/2023

Complaint: ********

I am rejecting this response because: this is not what we agreed on, cameras are supposed to be sent out yes! But still not received and a refund was supposed to be credited for months that we went without working cameras from June( cameras stop workin) and we continued calling mid June beginning of July throughout November and counting so 5 months, no one agreed on two months. I pay $80 a month at the beginning of each month for cameras that do not record or function at all!!

Sincerely,

**** ******
Business Response
Date: 11/21/2023
Cameras only make up roughly $5 of your monthly rate per camera. The 2 months credit you received totaled $160.10. Since the rest of the system was functioning you would not receive a full refund for those months.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because: I have not received no credit for anything nor any devices and the main device we need functioning was the cameras we have no other monitoring through this company without the cameras this company is pointless

Sincerely,

**** ******
Business Response
Date: 11/22/2023
The credit was applied to your Alder account. You will not be charged for the next two months for services. Please let us know if there is anything else we can do for you.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because: once again I did agree to this when we have been without our functioning system for 5 months

Sincerely,

**** ******
Business Response
Date: 11/22/2023
We have been monitoring all the doors, windows, smoke detectors etc during those 5 months. We feel we have been fair and this is the most we can do at this time.
Initial Complaint
Date:11/06/2023
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 had a 3 year contract with Alder Security which ended Sept 11 2023. During that period our service was not working. from Dec 2021 to May 23, 2022. We were unaware of the system not working as we were away during that period. When we realized there was a problem we contacted Alder and asked for a credit for that period which we were charged for. We sent letters to the ** and CEO of alder and received no response. When i contacted Alder they informed me that my contract was automatically renewed this September along with a monthly price increase. All with out my knowledge, agreement or any formal notification. They now want to charge me another $494 to end the contract. I feel that they are practicing deceptive and unfair marketing
Business Response
Date: 11/08/2023
Please keep in mind that this is a self install system and if you are not on site there is little that can be done. However, to accommodate you, we have credited your account 6 months of free service.
Customer Answer
Date: 11/09/2023

Complaint: 20832616

I am rejecting this response because: I do not want any service from Alder. What I will accept is a complete and total discontinue of dealings between my self and Alder. Had they offered me the 6 months free service when this issue was presented to them a year and a half ago I would have been totally happy with continuing for the foreseeable future with Alder security. I liked the quick response the system gave me and the ease of installation. What totally turned me off was the externally poor customer service, Lack of response from the 2 letters I sent to the ** and CEO regarding this problem shows the indifference the head officers have for their customers and in my mind that attitude flown down to the employees. That in turn is translated to the customers they talk to.

Sincerely,

***********************
Business Response
Date: 11/09/2023
We are unable to cancel at this time. We apologize if your letters to the *** went unanswered but please keep in mind that customer related issues are typically delegated to managers of customer service. Again, the six months credit has been applied and if there is anything you need from us please let us know.
Customer Answer
Date: 11/09/2023

Complaint: 20832616

I am rejecting this response because: Alder has been sent a cancellation of service letter 10/6/23 their services are no longer needed no further payments will be made to Alder.

Sincerely,

***********************
Business Response
Date: 11/13/2023
Again, we are unable to cancel at this time. If there are any issues going forward we will reconsider your request. Please let us know if we can help in any other way.
Customer Answer
Date: 11/14/2023

Complaint: 20832616

I am rejecting this response because: A cancellation notice was sent to Alder via email on 10/6/2023 which they acknowledged receiving on 11/7/2023. The system was disconnected by myself on 11/10/2023. No service is required and will not be accepted by Alder from 11/10/2023. There will be no further need to communicate between Alder and myself.

Sincerely,

***********************
Business Response
Date: 11/15/2023
Yes, the cancellation request was received but you were still in term and unable to cancel. Again the credit has been given and we are happy to help in any way we can.
Customer Answer
Date: 11/15/2023

Complaint: 20832616

I am rejecting this response because:I have canceled and disconnected the Alder system. Looks to me this will have to be decided by a court. I have stopped all payments to Alder through my credit card. Again had you credited me the 6 months 1-1/2 years ago this would not have been an issue. Your loss.

Sincerely,

***********************
Customer Answer
Date: 11/16/2023
I have no contract as Alder does everything on line and I was not able to get a contract printed for my records.
Business Response
Date: 11/16/2023
If you'd like to cancel early you can pay 90% of the remaining balance as stated in your agreement. The total would be $170.47. Let us know what you would like to do.
Customer Answer
Date: 11/21/2023

Complaint: 20832616

I am rejecting this response because: I have no intentions paying for something I will not use.

Sincerely,

***********************
Initial Complaint
Date:11/04/2023
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.
In 2020 they tried to install a new pad, didn’t work with our internet. Technician never informed company it didn’t work. They extended our contract 5 years. We never could use the inside camera because it required new batteries about once a week. We moved November 2022. Tried calling and working with them. No avail. Have paid a year since we lived there. All the security stuff (mostly from a prior carrier) was left at the house we sold. Called again yesterday, still unwilling to let us out of contract. We stopped payment on their draft. After paying over 50$ a month for a service we couldn’t use, I finally stopped payment.
Business Response
Date: 11/07/2023
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.
Initial Complaint
Date:11/03/2023
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 requested to cancel the service with Alder Holdings in 2020 was told I had to wait until my contract was over the full system was not set up until October 2018 I am calling to cancel the service 2023 as I was told to wait until the contract was over
I spoke with several agents within the last few months refusing renewal each time I am asking to cancel and they want to charge me 3,333.83
Maan N*****
Cyril M******
both refuse to cancel
Business Response
Date: 11/07/2023
The account has been canceled. Please contact us directly with any questions.
Initial Complaint
Date:11/01/2023
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.
On August 24, 2023, an alarm system was installed at my address (*** *******, West Helena, AR 72390); however, the contract was not received until September 11, 2023 (due to a typo in your system), which is the same date that I faxed the paperwork requesting cancellation. When I spoke with Anna, she confirmed receipt of the cancellation paperwork and advised that no payment would be withdrawn. However, payments were withdrawn from my account on the following dates: September 5, 2023 (but was advised would be withdrawn on October 3, 2023), October 3, 2023 (Anna advised no payment would be withdrawn on this).

A technician was scheduled to pick up the equipment on September 28th from 12PM – 5PM; however, no one came by the house nor did they call the numbers listed on my account.

When I called in this week, I was informed that my account is still open, and the equipment will not be picked up until November 16, 2023.

Please understand that the original pricing that my husband and I were offered is not what was honored; it is higher, and that’s a leading cause of why we cancelled our services. Additionally, I was advised by Anna that there would be no withdraws due to receipt of my cancellation paperwork; however, as aforementioned, I received several withdrawals. When I called back in, a different representative advised me that my contract wasn’t cancelled and equipment wasn’t picked up due to your company leaving a voicemail on my phone; however, no one called the numbers listed on our account.

I have tried ad nauseam to rectify this situation to no avail. Your representatives have given me the run around, and your technicians refuse to answer the phone but have no issues with responding with disrespect. Your practices are unfair and predatory.

Simply stated, we would like our account officially closed. Per Anna, you have received our fax for cancellation. I would also like a full refund and the equipment to be picked up as quickly as possible.
Business Response
Date: 11/07/2023
Ms. **********, we tried to reach you to discuss this but we were directed to your voicemail. We'd like to offer to reduce both of your accounts to $29.99 per month and put you on a month to month agreement. If there are any issues going forward we can cancel the account.
Customer Answer
Date: 11/09/2023

Complaint: ********

I am rejecting this response because: The contract was not correct and Mr. Adam S***** (CEO) explain he made an error and that there should not have been two accounts. He also stated that my payment was not due until Oct 3, and that he(Mr. Adam S**** ) supposingly paid the account up until Oct 3, 2023. Once again we contacted Mr. Adam S**** concerning the contract because he did not email it as he said he would. We called the company because we had not received contract in email and we were informed that he, Mr. Adam S****, did not have the correct email in the contract.The company emailed me the contract on Sept 11, 2023. I fax paperwork for cancellation on Sept 11,2023 because contract was nothing like Mr. Adam S**** told my Husband and I spoke with Anna and she said Cancellation was received and advised me that Technican would pick up equipment on Sept 28, 2023 between 12pm and 3pm. I called Alder the morning of Sept 28 to confirm that techinican was schedule to pick up equipment and was told yes by representative. Techinician never came. I called and was told on Oct 3, that Technican quit and that was the reason my equipment was not picked up and they did not cancel my contract because they were forwarded to my voicemail. I never received a call or voicemail from alder and the money withdrawn from my accounts should not have be taken. I want a full refund of the money withdrawn from my account. I did the proper paperwork for cancellation and was confirmed it was canceled by your representative,Anna and I have emails to prove it. Also messages from your CEO, Mr. Adam S***** concerning the errors he made as well. I told Mr. Adam S***** that he was not honest after receiving the contract. No, I don't need you to reduce payments, I just want you to pick up you equipment and as i said my contract should have been canceled because it was confirmed by your Reprenstative Anna. The errors are on Alder Security and I want the money refunded that was taken from my account. I was informed by your representative, Anna that money would not be withdrawn from my account because it had been canceled .

Sincerely,

***** **********
Business Response
Date: 11/14/2023
We will cancel the account if the equipment is returned. I have included labels for both systems. Please contact us about a week after the systems have been returned so we can verify the return and cancel the accounts.
Customer Answer
Date: 11/16/2023

Complaint: ********

I am rejecting this response because: You have scheduled your technician to pick up equipment from my residents; It should be your technician responsibility to communicate the pick up and returning of equipment, He or she works for your company. My account should have been canceled in September, I faxed my paperwork as instructed for cancellation and received conformation that it was canceled. You did not cancel my contract because your technician quit and you did not attempt to send another technician to pick up the equipment but you made a decision not to cancel my contract due to your company errors. You charge my account and you should not have. You withdrew money from my account on Sept 5, 2023 a week after installing the equipment on Aug 24, 2023. Payment was not due until Oct 3, 2023. I would not advise anyone to use your company. I need your company to refund the money withdrawn from the account.

Sincerely,

***** **********
Business Response
Date: 11/17/2023
After the equipment is returned we will issue a refund. Please use the labels that were sent to you. They are prepaid so you will not be charged.
Customer Answer
Date: 11/27/2023

Complaint: ********

I am rejecting this response because: I received a call from Alder in September that a technician was scheduled to pick up the equipment On September 28. I called Sept 28 to make sure Technician was scheduled to pick up equipment. On Nov 16 Syrius the Technician was scheduled to pick up equipment but never came and nor did I receive a call from alder. It was not my responsible to return equipment but your technicians that your company, Alder, scheduled to pick up equipment. Once again I did not receive a call from technician nor Alder. I canceled my contract as instructed by Alder's representative Anna and it was confirmed paper work was received and contract canceled. It is unfair that you did not cancel my contract because your technicians quit in September and the technician scheduled for Nov 16 did not show. You sent labels but never in the conversations on the phone did you ever say anything about labels but that your technician would pick up the equipment. I don't know why the last tech did not show( the schedule was from 9 t0 1 pm but he did not show up at all. It is unfair to take off from work ,waiting for technician and no one shows up and not receive a call from Alder as well. I have done as you all instructed and was there for your equipment to be picked up but no one showed up. It is Alders responsibility to make sure that technician picked up equipment both times that pick up was scheduled. Attach is your contract for cancelation; which I did not receive contract until Sept , and I canceled same day , because prices for cameras and security was not as discussed by your representative that did the contract.

Sincerely,

***** **********
Business Response
Date: 11/29/2023
If you wish to cancel and receive a refund, the equipment needs to be returned. Again, the label is prepaid so you will not be charged. If you choose not to return the equipment a refund will not be issued. Let us know what you would like to do.
Customer Answer
Date: 12/01/2023

Complaint: ********

I am rejecting this response because: It was Alder's responsibility to retrieve equipment. You scheduled your technicians twice to pick up equipment but no one came to my residence to pick up equipment nor did I receive a call. You respond through Better Business Bureau but you never mention your schedules for technicians to pick up equipment but technicians never came to my residence to pick up equipment both times. It is not my responsibility to return equipment. I canceled my contract Sept 11, and it's now Dec 1. Your equipment should have been retrieved in September 28, 2023 as well as Nov 16, 2023. Your technicians responsibility.

Sincerely,

***** **********

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