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:10/26/2023

  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, *************************, am writing this as power of attorney for *********************. ****** is a 92 year old Japanese woman who was talked into signing up for a one year contract for home security services. Alder later renewed this contract over the phone for 60 months. After speaking with ******, I understood that she didnt think she renewed the contract since she did not sign anything. She said she received renewal documents in the mail with a signature that wasnt hers. Upon contacting Alder, she was told she authorized Alder to e-sign for her and she would have to pay the entire contract to cancel. ****** explained that she felt helpless and didnt think she could do anything, but continue to pay the monthly bills. In September 2023, ****** was hospitalized and moved into an assisted living facility in October. When she was in the hospital, any document or communication of importance, such as her will, advance directive, POLST, physicians diagnoses, etc, required a Japanese interpreter. Based on this factual scenario, it is clear that when ****** was approached in-person and telephonically by Alder with the intent by Alder to enter into a contract with her, she would have needed an interpreter to understand the implications of signing a contract.On October 3, I contacted Alder to cancel the account since ****** entered a care facility and is no longer living in her home. I was told they would not cancel unless the duration of the contract was paid.

  Business Response

  Date: 10/31/2023

  The account has been canceled. Please contact us at ************************************* with any questions.

• Initial Complaint

  Date:10/23/2023

  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.

  I initially signed up with alder May 5, 2016 for 60 months. I finished that agreement in 2021. I called into cancel this service a few months ago. They claimed I renewed a new 3 year contract over the phone in like 2021. In ******* The law states that verbal contracts that cannot be fulfilled in ******************** writing. So, I hung up with her knowing there was no valid agreement. They will not cancel my account and now have sent me a total bill of over $1600 and have fabricated a e signed contract. Even after they told me there was no contract to send because I agreed over the phone. The other fishy thing about this so called e signed agreement is that they signed my name with a computer and this is never how I sign my name. I go by ************************* because my Dad is *********************** as well. So, even if I sign using my first name I always sign *************************. Never without it. They forged this so called contract. If I would have done it, I also would have had the email to receive it and also the email of the finished copy. I have none. They are scamming here and they know it.

  Business Response

  Date: 10/24/2023

  The agreement was both verbally agreed to and signed electronically. This was done within what ******* law demands and we cannot cancel your account at this time.

• Initial Complaint

  Date:10/23/2023

  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.

  Do not offer free stuff and then charge me for it

  Business Response

  Date: 10/25/2023

  We have reached out to the customer directly. Thank you.

• Initial Complaint

  Date:10/23/2023

  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 have wasted my time trying to get hold of alder to have them send me the necessary details to enable me discontinue my service but they keep avoiding and billing me. This is mentle harassment having wasted my time and energy trying to get in touch with them and having to explain them every single time i call them all the details. I have told them that i no longer live in the house and am unable to use the services. The keep telling me to transfer the service to the new location but i have told them that isnt possible and the house i stayed in previously has been sold.. they keep saying they have taken notes on my account but yet continue to ignore my reqiest of sending me details to disconnect. This is the worst company and i am really looktling to file a complaint against them for harassment.

  Business Response

  Date: 10/24/2023

  We have reached out to the customer directly. Thank you.

• Initial Complaint

  Date:10/19/2023

  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.

  The original contract was December 1st 2015 through December 1st *********************************** Dec of ************************************************************************************************ extended, this is not true. I explained that she has not used the alarm system since its installation. she was 80 years at the time and does not know how to use the alarm and she doesn't have a security code or password to operate the system if she wanted to, yet Alder still refuse to cancel the service. it has been three additional years since the original contract ended. My aunt is now 86 years old and the company is taking advantage of her, I called customer service but all I receive is transfer and dead ends. back in 2020 we kept asking them to cancel the service that she is not using upon contract end date. Since 2020 she has paid $2174 The business originally committed to providing her with a 5-year contract agreement at which she committed to from 2015 through 2020 all years afterwards was forced, unwanted and unneeded. It has now been 3 years later from the termed agreement date. Alder is now stating that in order to cancel contract I will need to pay off an additional 2 years of service since she was enrolled in additional 5 year contract. By the way without her knowledge or consent. for the past 3 years we have been complaining, this is overwhelming and frustrating. I *********************** is the representative for ************************ she is my aunt and I explained that no one has called and gave authority to reissue these services I've called several times to cancel but has been refuses. So we have had to take matters into our own hands, the bank has gotten involved by force stopping all payments to Alder, they can no longer auto withdraw services from her account. ********************** is now sending letters and threatening to send to collection agency please help her Alder account number is ******* Please help we have tried all that we can with no success Thank you

  Business Response

  Date: 10/24/2023

  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:10/13/2023

  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.

  I called the company on 4/14/2023 to terminate my contract and talked to senior account manager **** who updated my address and told me he would mail me a cancellation form. I never received this form for cancellation and Alder automatically renewed me for another 1 year contract.Today 10/13/2023 I talked to account manager ****** who said the address was never updated even though **** confirmed the address back in April 2023. I gave ****** an email address to send the form and she confirmed the email was correct. I again never received the cancellation form. I want to cancel the service and Alder is making it prohibitively difficult to complete this task as they are not providing the documents they want me to sign to terminate the agreement. I have been paying for a service I don't even use because of their predatory practices and I would like this to stop. I want to cancel the service immediately. It should not take multiple phone calls to achieve this.

  Business Response

  Date: 10/17/2023

  The account has been canceled as requested. Please contact us directly if you need anything else.

• Initial Complaint

  Date:10/12/2023

  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.

  Signed on with Alder in 2016. Moved to a new address in 2018 and was locked into a 60 month contract at that time due to pausing my service. Requested in January of 2023 to cancel my service. I assumed at that time that it was cancelled at the end of the contract (March). Noticed on 10/11/23 that I was still being billed for a service that I had requested to cancel and no longer used. After a call resulting in over an hour, and an additional call, I have now learned that I am locked in for 60 additional months. This is not the way to do business in America. I am told now that the service has to be cancelled in writing. I am not sure if it was a communication issue because their customer service reps hardly speak clear English, if I was told at all, or if I didnt understand.

  Business Response

  Date: 10/17/2023

  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:10/11/2023

  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 was "sold" the contracted security service during my initial move into my house through the cable company. For two years, I have paid the monthly service ~45 but have not actively used the service. I am told to cancel the 3-year contract, I must pay 90% of the remaining time per the contract or find some other person to acquire the service. I would like to be out of the contract but also to make sure Alder's business practices are well known.

  Business Response

  Date: 10/12/2023

  We do wish that you would use the system but our agreement is not contingent on you using the service anymore than a car loan is only valid if the car is driven. The equipment has been provided and time and resources are being utilized to monitor the system. We are happy to work with you on any aspect of the service that is not meeting your expectations but we cannot cancel at this time.

• Initial Complaint

  Date:10/11/2023

  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.

  To whom it may concern,
  
  I signed up for an alarm system that has never been installed. Its been at least two years that I"ve been paying $48.71/month. I've tried to cancel and they have denied cancellation unless I pay for the full amount of five years of service. I keep asking them for a contract and they have yet to provide the same.
  
  Worse case scenario, i'm seeking thay they no longer bill me for a service that was never installed. Best case, I'd like to have a refund of amount paid to date. Help!
  
  Again, I have not installed system and to date have paid Alder roughly $1000 in two years, may be more.

  Business Response

  Date: 10/12/2023

  This system is a self-install system. It is completely out of our hands on whether it is used or not. We are willing to give you credits to meet in the middle but we would encourage you to begin using the system so you can benefit from the services you are paying for.

  Customer Answer

  Date: 10/23/2023

  Good day,

  
  

  Yes, I understand that it’s a self-install system. I’ve never installed and still have all equipment and packaging, 

  
  

  I’ve called many times to try and cancel service. So, your’e not completely ignorant as to whether I installed system or not. I believe had I installed system that is would appear on your computer system as an active alarm. 

  
  

  I’ve mentioned at least a half dozen times that I don’t want the system and that I prefer to cancel service. When I called your business to cancel your agents have told me that the only way to cancel system is to pay out the remainder of contract. Hardly, seems right to pay out contract at $40.00 for 30 months. 

  
  

  I do not agree. 

  
  

  Thank you,. 

  Business Response

  Date: 10/24/2023

  We do have an agreement in place. If we had failed to provide what was promised we would cancel the agreement as you requested. However, we have provided everything in the contract. We are happy to help in any other way but we cannot cancel at this time.

  Customer Answer

  Date: 10/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because Alder still hasn't provided a contract with my approval. I keep asking Alder for copy of contract. NOne has been provided to date. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 10/25/2023

  We've attached the agreement.

  Customer Answer

  Date: 10/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I still don't have a contract or agreement documents from Alder. 
  

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

• Initial Complaint

  Date:10/10/2023

  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.

  ******* is my elderly mother. I’m *** *******, the email add. & phone # are mine. I have her permission to handle this on her behalf. I don’t want anyone else taking advantage of her.
  Her original 5 yr contract w/Alarm Protect. was in 2014. Alder bought that co. They came to her home under the guise of replacing the elect. plug to the system. She thought she was signing a form stating that they had done the work, but in fact it was a new 5 yr contract. The first contract wasn’t even expired, but I’m sure Alder wanted her “legally” in one with them. THE SYSTEM HAS NOT WORKED CORRECTLY IN A YEAR & A HALF!! Yet they still bill her & have recently INCREASED HER BILL! Alder keeps pushing back the date to service the system. She has asked multiple times to cancel service bc her contract should have expired, but Alder rep told her that she missed the 15 day window before the contract ended & that the cancellation had to be in writing. Therefore, the contract automatically renewed for 5 more years! If she cancels now, they will penalize her $2200. She could submit WRITTEN cancellation in 2027.. within 15 days of contract expiration.
  When I asked why they increased her rate, instead of decreasing or prorating bc of several services being bypassed since May 2022! 17 MONTHS! He stammered then said they were planning to give her a credit at a later date. That’s a load of crap!
  The power went out in Jan & the back up to alarm didn’t work. The system didn’t alert her. She was out of town & everything in 2 freezers & a fridge ruined! They still didn’t service her system!
  She’s been calling them for almost one & a half years… and yet they threaten her with a $2200 penalty! To elderly on a fixed income seems like a million!
  Alder didn’t tell her of the 15 day window or written cancellation policy prior to her contract expiration when she was complaining & trying to get it serviced! Automatic renewals should not be permitted! Alder has had 1300+ complaints in 3 years in MS alone!

  Business Response

  Date: 10/12/2023

  We have been trying to get this appointment scheduled for some time now but the account holder has had to reschedule on several occasions. There is currently an appointment scheduled and we would like to keep it. We are willing to credit the account 6 months worth of payments to meet in the middle but we cannot cancel as we have been attempting to get this fixed. With this credit the customer will not be charged for the next 6 months.