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

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

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:10/05/2023

  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.

  Signed up with Alder Security 42 months ago, at the time being told it was a 3 year contract at $50 a month. We signed up, to receive mediocre equipment and no other services. Moved 6 months into that contract, understanding we would have to pay out the contract in it's entirety. April of this year was 36 months since the initiation of that contract, we called and to state we did not wish to continue the service, being told that we were now in a a ************************************************** October, which we agreed to pay the remaining 6 months. Received no further communication from the company, under the impression we would be done, until they charged us and called October 2nd, the day after they renewed our contract against our wishes. After several phones calls, they claim to have attempted to contact me twice in June, no such calls are found on our phone records and they claim they cannot provide us with any recordings of the alleged voicemails left. Now they will only cancel if we pay $2000 per their cancellation policy as we are in the beginning of our new contract, which we request 6 months ago to not renew. This is theft plain and simple. Calling customer service has not yielded any use, as they just pass us back and forth and when we request escalation they claim there is no one available at that time. All we want is to cancel this contract that they did not have approval to reinstate and a refund of the monthly charge that should have never been taken.

  Business Response

  Date: 10/10/2023

  Thank you for bringing this to our attention. We are reviewing the allegations and we will be in touch with you soon to discuss a solution.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20699423
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well from the very start we had problems they were not sending us a bill we had to remember to pay them every month they wanted us to do automatic pay but we never did then our alarm system was acting up our system was going off at hours fire department came 2 times we were so tired of this ask for technical help but no one ever came final like 2 months later they sent a new panel witch we couldn't get it going no help from them we finally had to just unplug our system so no working alarm for at least 5 months we just kept paying because we knew our contract was going to be done in August so we contacted them and they said we had to sign some documents witch we tried but it would not go through so we sent a letter to them they didn't want to it that way at first then finally a gentleman said it was good and that our contract was done yea but now there try to say we owe them another payment for September we final had to help fromour daughter she got the contract canceled on the computer but there still trying to get us to pay for September.

  Business Response

  Date: 10/03/2023

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

  Customer Answer

  Date: 10/06/2023

   
  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:09/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for this security system in 2021 under the guise that we were getting a great deal because they were in our neighborhood at the time. We were not told however that we would be locked into an unbreakable contract unless we paid them 90% of whats remaining. We CANNOT use the carbon dioxide/smoke detector they provided because our oil heat sets it off and triggers the panel to call the fire department EVERY TIME! And cancelling the call on the panel DOESNT work! It still calls them and wont let us override. FD came to our house 3x bc of this before we took the whole thing down in a span of 1 day! The panel is useless to us. We never arm it because its such a pain to disarm! Weve asked multiple times to cancel this service only to be told it would cost us thousands of dollars that we dont have! And now without notice or permission theyve started charging us $54.99 a month instead of the agreed $49.99 a month! Absolutely ridiculous for a system we HATE and dont use! We just want them to come get their equipment and let us out of this rip off contract!

  Business Response

  Date: 09/28/2023

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20648786
  
  I am rejecting this response because: A tech support agent did call me to tell me that our smoke/co2 sensor was actually a bad sensor and to send us replacements, but did not address this complaint and we are still not being given the option to cancel this contract prior to April of ****! The guy was very nice, but were still stuck in a contract. Also, we did not receive the email blast that supposedly went out about the rate increase. 

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

  Business Response

  Date: 09/28/2023

  We have removed the $5 increase so your rate is back down to $49.99. We cannot cancel the account at this time as you are still in term. Please let us know if there are any issues with the replacement equipment or if you need assistance setting it up.

  Customer Answer

  Date: 09/29/2023

   
  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:09/22/2023

  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.

  I have been having major issues trying to cancel our month-to-month Alder Security subscription. We have been trying to cancel for months with no success. No one within your customer service department can seem to help or get us to the right person.- back in May I called Alder to cancel. I paid our outstanding balance of $149.95 and I was told I would receive a notice of cancellation to sign in the mail but I never received it. Note - I assumed service was canceled and so since this date - have not used the security service. - I called back June 14 because we received a $30 bill. I talked to ******* who emailed me the notice of cancellation to which I completed immediately and sent it back. I was told that was all I needed to do and I was all set. - July 4 I received a bill for $59.00. I called and talked to ******, an account manager who wrote up a review of cancellation as our service was somehow still active. She assured me, our outstanding balance would be corrected and service would be canceled.- August 22 -I received a bill for July at $89.00 so I called and spoke to, account manager, RJ. He wrote something to be given to the review panel so that the past balance would be taken care of as he was able to verify that number of times I have called to try and get this squared away. - September 5 I yet again received another bill with added charges. I called and got the run around again about writing a review was then transferred to a senior manager, by the name of ******. I was told he would make a deal that if I pay $29.99 to settle the account to reflect a zero balance. The satisfaction ID # was *********. He assured me that this would be settled and the account, closed.However once again on 9/18 we received a bill dated 9/7 for $94.97. I called yet again and spoke to ****, who confirmed that account has yet to be canceled and the bill outstanding.

  Business Response

  Date: 09/26/2023

  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:09/18/2023

  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 February 2023, I sold my house and contacted Alder with this information. I told them my new house did not have an alarm panel. The representative said they could not reach the scheduling department and that they would call me back within 48 hours to let me know when their technician would be able to install the new service. Alder never called back. So I called them again and got the same response. They still didn't call back. I called every week from February, March, April, May and June. Hours and hours were spent on hold and every time I was told they couldn't reach their scheduling department. They finally called and said they would be out to install the new service at the end of June. Unfortunately, they called the night before and cancelled the appointment and said they would reschedule. I told them that because of their inability to fufill their end of the contract that I was cancelling my service. I immediately contacted another alarm company and had my new system installed within 24 hours. I have had a quadruple open heart surgery bypass and I live alone and deserately needed this protection, that Alder could not provide. Now I am getting letters that my account is past due and to avoid monitoring interruption that I must pay $49.98. They haven't monitored my system since February and it is now September. When I called to straighten this matter out they said I need to pay 90% of my contract in order to cancel. This is thievery, blackmail and terrible customer service.

  Business Response

  Date: 09/21/2023

  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:09/15/2023

  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've been trying to get the service and billing stopped for 3years. they always transfer me to 3-4 reps per call, I have sent them the required documents 3 times, they say it will take 1-2 months to complete the process and stop auto billing my checking account. Their website is bare basics and there's no way to discontinue it there. I'm tired of the runaround and want the service ended. My house is vacant and there is no one interested in taking up the service. There is no electricity on so the unit has not worked for over a year and a half.

  Business Response

  Date: 09/21/2023

  The account has been cancelled. Please contact us directly if anything else is needed.

• Initial Complaint

  Date:09/15/2023

  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.

  We have had Alder security for more than 18 months and it has never worked. They sent a new unit and it still didn't work. After going back and forth, I finally gave up and decided to just pay for a service that never worked. Now, because of the fires in Lahaina, Maui, we are forced to sell and move to the mainland. All I want is the service to be canceled since we are in a disaster zone. Instead, they are saying the will not cancel and we need to continue to pay the contract. I just want to be done. Especially being in Lahaina.

  Business Response

  Date: 09/20/2023

  Thank you for bringing this to our attention. The account has been canceled.

• Initial Complaint

  Date:09/13/2023

  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 stated that I no longer need nor do want the services that they provide. I called on last year to cancel my services, I was told that I had to find someone to take over my contract or I had to pay over $2,000 for a cancelation fee. I was looking through my bank account charges and noticed that they charged me extra on my account for an upgrade that I never asked them for. I proceeded to call the company and was told by an Account Manager that they can upgrade my account and charge me for it at any time, I told them that that is not right and you can't just charge me for services and not ask me if I want them. I asked them to remove my card from the account and was told that they will not remove the card and stop automatic draft on my account which has to be illegal. I told them that I would like to cancel my account they told me that I would have to pay $1,900 for a cancelation fee for the equipment and monitoring. I asked for a shipping label to be sent to me so that I could send the equipment back, they insist that I keep the equipment and pay $1900 or find someone else to take over my services. As I am no longer in need of the services not do I want the services I have an alarm system built into my new place the account manager proceeded to ask me did I check with them before I moved and what company I have my new services with. From there he would not let me speak to a supervisor and when hung up and called back and finally go through to a supervisor to make it right I was met with the same nonchalant you can't cancel your services unless you go through the paying process or find someone to take over services and I was also told we no longer send out shipping labels. When in fact that is false. When calling about my contract the link was removed which had been accessible the entire time. I want this to be resolved or I will be taking legal action against this company

  Business Response

  Date: 09/20/2023

  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:09/12/2023

  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.

  I have called multiple times requesting to cancel this service. I have been paying monthly payments since 2021 unknown that I was in a contract which I was not told. I have told the caller I do not use this system as I have not needed it. I have contacted my bank and they tell me to contact alder to cancel and they still will not. I have paid every month for the past 3 years and need to cancel this ASAP. I do not need this service nor will I ever.

  Business Response

  Date: 09/15/2023

  We called Ms. ******* to discuss her complaint but we were unable to reach her. Ms. ******* is in the middle of her contract which is why she hasn't been able to cancel. If she wants to cancel early we can probably negotiate the buyout but we will need to speak with her first. We left a voicemail with our phone number so we will wait to hear from her.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company took more money out my account then what my bill is what i agree on i was suppose to got month free for referring someone never got that month free then when i call about it they want to credit my acct i said no i want my money back on my card they took off without my permission then rep was rude hung up on my i did record the call if this dont get revolve i will be contacting a lawyer and attorney general you rep are so disrespectful and rude i dont want nothing to do with this company if this do not get handle. ******* saying i have to wait for supervisor to call me back i telling her i cal so many rimes where they was suppose to have one call me back still no call back this company is a joke if i dont get my money back i will be contacting my bank filing dispute and provide them the recording calls

  Business Response

  Date: 09/13/2023

  We have spoken with the customer directly. Thank you.

  Customer Answer

  Date: 09/13/2023

   
  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,
  
  ***************************