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:09/11/2023

  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.

  This Company has illegally charged me 60$ a month for a year and a half for a service that was never provided. I never even took the equipment out of the box. They claim I signed a 36 month agreement. I dont believe that. My mother was dying of pancreatic cancer at the time. I just spent an hour on the phone with them talking in circles about not being able to guarantee a refund. They would not give a contact for refunds.

  Business Response

  Date: 09/13/2023

  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:09/08/2023

  Type:Delivery 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 signed a contract with Adler security systems, to include a video doorbell and 2 outside cameras on 7/12/2023. I asked for the delivery to be delayed due to my military training. The equipment arrived without the doorbell or the outdoor cameras. The missing items were the only reason I signed up. The home didn’t come with a doorbell and I need one. Approximately a month later, a customer service woman called to do a survey for a free month because I set up the equipment I received within 3 days. I asked her when would I receive the other items, she said the order is in the warehouse to be filled today. As of today 9/8/2023, I have not received the missing items. I called to cancel and spoke with Neil a customer relations manager. He stated I couldn’t cancel the contract without paying the estimated $3500 for the rest of the contract. I stated that Adler didn’t uphold their part of the contract because I didn’t receive the equipment. He stated that I’m past the trial period. I said I didn’t have the equipment to experience a trial period, that has expired. I want to cancel. They never told me the equipment was on back order initially. The customer service representative said they were shipping it out and I still haven’t received it. Their business practices are unprofessional and unjust. Please cancel my service, I’ll gladly send you the only piece of equipment I received.

  Business Response

  Date: 09/12/2023

  Thank you for bringing this to our attention. This will be shipping out to you shortly. An agent will reach out soon to provide an update. We have also given you a free month of service to compensate for the delay.

• Initial Complaint

  Date:09/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am planning to cancel my account with Alder, and after my first call with them on July 31st, they said I had a 5 year contract with them. I never received this contract by mail or email, and I was told I could cancel free of charge any time. When I called them, they said I had to pay a 90% fee of my remaining account, and they never informed me of this. They told me I had to pay within 60 days to cancel. However, I called today (9/8) and they increased my cancellation fee by one hundred dollars. I've paid my bill with them twice since getting this original message, so the price should be lower. They also increased the price of services by 5 dollars without notifying me and they are not sending me a password reset so I can enter my account. I'm upset by this up charge as I don't even use the service anymore. This company is extremely predatory towards college students who are only going to need services for at least a year or two. They knew that this was my situation.

  Business Response

  Date: 09/12/2023

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

• Initial Complaint

  Date:09/06/2023

  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.

  Alder signed an agreement with us to provide security services for us. Since August of 2022 we kept having failed communication errors, false fire and police alarms, pendant for disabled elderly person not working. I fell and spent 2 hours on the floor injured severely and the emergency pendant never worked. I broke my hip and was severely bleeding. They failed to provide the services that we agreed in the contract for. They have breeched the contract for failure to provide services we were paying for. They continued to say that we would have to pay a service call fee for the service person to come out which violated their agreement with me for the service protection agreement I signed. I see that they have been sued in Arkansas already because of business practices that violated federal laws. I will contact a class action lawyer myself to file a class action lawsuit against them because they are saying that I have to pay $2,000 to cancel services that are not being provided. They have breeched the contract with me already. If they put anything on my credit report I will file a claim with the FTC for violation of the FCRA. I will also be posting on all social media websites about their business practices if this isn't resolved and they take their service as being canceled as of July. This includes a video to be made and posted on Twitter, Tik Tok and any other social media websites about their business practices and poor services. I am sure that this will damage their reputation further. I am not kidding around about this. I take care of my obligations and so should they have. But, they breeched the contract when they failed to provide adequate services and support for their system.

  Business Response

  Date: 09/07/2023

  This complaint is under review. We should have a response for you shortly.

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If they are concerned about handling this issue then the would have had a response back without delay. Especially as to the seriousness of this issue. 
  
  
  
  Sincerely,
  
  
  
  *** ******* ********

  Business Response

  Date: 09/08/2023

  There is no delay. We are just making sure we do our due diligence. We appreciate your patience.

  Customer Answer

  Date: 09/11/2023

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

  Customer Answer

  Date: 09/11/2023

  This business is good about delaying to take care of anything that goes on with the account. That's why I am upset because they wouldn't fix our alarm system when we contacted them several times to get it resolved. They just gave me the run around and kept saying "We will get back to you as soon as possible!" However, they never will. They had the responsibility to maintain a operating alarm system to me. When they dilly dallyed around and gave me the "We'll get back to you as soon as possible!" We continuously had false alarms and were told that we'd start getting fined for false alarms. I also had an emergency pendant that was supposed to get me help if I became injured, incompacitated or needed immediate emergency services. The pendant kept failing, and so I was laying on the floor bleeding to death and had broken my hip for 4 hours or more without any help from the system. This was a breech of contract for not providing the services I was paying for. Now that I have taken their junky system out and am going through another company they want to charge me an early cancelation fee of almost $2,000 when it was them that breeched the contract in the first place. I have spoken with the Attorney General of Idaho about this and he's in the process of going after Alder Holdings for bad business practices and violating the FCRA just like they did when Arkansas sued Alder Holdings for the same thing. He suggested that I contact an law firm that handles class action lawsuits because he's already had over 2000 complaints from people just here in Idaho about Alder Holdings. So you want to know why I don't accept their response? That's why. They're going to drag this out as long as they can thinking that I will give up on my complaints that I have been filing not just with the BBB, but the FTC, all social media websites warning people to stay away from Alder Holdings businesses, and my complaint I have filed with the Attorney General of Idaho. I am not going to drop my complaints, nor will I stop sending warnings on social media and making videos about Alder Holdings business practices to warn people about the business practices that they are doing. I am looking out for other people's interests so that they don't get trapped in the same situation as I have been. 

  Business Response

  Date: 09/13/2023

  Thank you for bringing this to our attention. We have spoken with SafeHome and we are currently working this out with them. An agent will be in touch with you soon to discuss how this will be resolved.

  Customer Answer

  Date: 09/14/2023

  Still just another way to avoid taking care of this issue in a first response. They just want to keep dragging it out and not resolving the issue at hand. Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** ******* ********

  Business Response

  Date: 09/14/2023

  That is an incorrect assessment. We have proactively reached out to SafeHome despite them slamming our account. We are working to get this fixed for you. Please work with our agent when they call.

• Initial Complaint

  Date:09/05/2023

  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 is such a scam and people should beware. When signing up I was never told about a contract until a year later when I was moving and tried to cancel their service. After being transferred to MULTIPLE people I was told it would be noted in my account. I asked if that meant that my service was canceled and was told no you have a contract of 5 years. I was dumbfounded. I would have never signed up if I knew it was a contract of 5 years. I did not end up canceling due to not being able to afford to pay whatever the amount was to cancel. I moved and was told they did not cover my area as it was a new build- so now I am paying for something I have not used in 3 years. I tried to reconnect and couldnt locate the sensors. After calling to see if I could have my sensors replaced I was then told I would need to pay for those as well. RIDICULOUS! My monthly bill is $49.99 a month. I checked my statement this month and its $54.99. I called and asked why my monthly rate changed since this was in the contract and was given an excuse. Told them to refund my money and still have not received it.

  Business Response

  Date: 09/07/2023

  We have reached out 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. They said they would send replacement sensors and credit my account. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/05/2023

  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.

  April 2021: signed up for a one year contract with Alder security through an AT&T sales promotion. Locked into a year contract at $49.99/mo and to call in advance to cancel or they will autorenew.
  April 2022: called to nonrenew as I was buying a home and no longer needed and did not want to autorenew for another year. They told me I was locked into a 5 year contract and would have to buy myself out. I demanded to see the contract to which they emailed me a pdf version with an electronic signature. I had never seen that and would have not signed up for a 5 year contract as I was moving cities each year and renting on a one year basis. They falsely produced the contract.
  September 2023: they have raised the price from $49.99/mo to $54.99/mo with no warning. I only noticed when it charged my card.
  
  I want out of this contract as I was never intending to be in it. The sales person lied to me and I don’t know how they got my signature. I never physically signed anything or electronically signed anything. I never received any emails from them or log in information to check my account or anything. The payments have been set up through my credit card via phone call on the first day and it has been extremely hard to contact this company ever since then. I did not receive a copy of the contract before I demanded to see it a year later. I think this company is a scam. I’ve paid them $49.99/mo since May of 2021 + $54.99 for September 2023 = $1404

  Business Response

  Date: 09/07/2023

  We have sent you a copy of the call where we discussed the length of the contract. During the call you confirmed that you understood that the term was for 60 months. Additionally, we have removed the $5 increase from your account.

• Initial Complaint

  Date:09/01/2023

  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.

  The people from this company came to my door, they were going door to door selling product. I was interested in the product because it seemed like a good deal at the time I use the service for about 3 months because I was in the process of buying a home which I told the people that came to my door this and they said when I moved they covered the area I was moving to and they will be there to take the equipment when I closed on my town home. I told the company that I was not able to take the equipment out of the wall because of the way the technician installed it, so they told me to leave the equipment they will send me more equipment I said okay. I gave them my new address I waited for a week then two weeks went by I called them they said the equipment was on the way, another week went by I called them again they said the equipment was on the way a month went by. I kept calling then they said they never knew that I moved and that they never sent equipment but they were going to send equipment they played this cat Mouse game for months untill the point where I'm calling cursing them because they kept charging me, and playing games. so they kept promising the equipment and I told them to take me off auto pay they did not they charged my card for months without providing me any type of service or any type of equipment, and then they got snotty with me and told me that I should have read my contract I'm going to have to keep paying they don't have to provide me with equipment or anything and I should have read my contract I had to cancel my bank account because of them charging me every single month $59 for equipment and service that I don't even use I want my money back I'm planning on going to the *************** Attorney General to get my money back and proceed with charges against them because that is a scam and they scammed me

  Business Response

  Date: 09/06/2023

  We have reached out to ************ directly. Thank you.

• Initial Complaint

  Date:08/30/2023

  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.

  When I switched from my previous company Vivint I asked the salesman if my current camera’s work with Alder & was told yes. I only had door/window sensors installed along with a smoke detector & carbon monoxide detector from Alder no cameras. I still had access to the cameras from my previous company for 6 months & then they blocked access. When I contacted the salesperson & company they offered to sell me cameras & go up on the monthly price which I declined. Now they are saying that in order to get out of the contract I will have to pay $2000 for sensors & no camera surveillance with this company. I was led into this initial contract by lies from the salesman.

  Business Response

  Date: 09/06/2023

  Thank you for bringing this to our attention. An agent will be in touch with you soon to schedule a time for the cameras to be installed.

  Customer Answer

  Date: 09/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I already have cameras installed that I was advised that I could still use. I’m not willing to pay almost $70 a month to cover the installation cost & monitoring services. I no longer want to do any more business with this deceptive company. Was mislead from the beginning. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/13/2023

  You will not be charged for the cameras. Please work with our scheduling department.

  Customer Answer

  Date: 09/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this business has lied to me from the beginning & I don’t trust anything that they say. They fail to mention that they want to lock you into a 60 month contract for services. I’m not purchasing a vehicle this is an alarm system & monitoring. I am not interested in doing ANY more business with this deceptive company. 

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

  Business Response

  Date: 09/15/2023

  We are not able to cancel the account at this time. If there are any issues going forward we will reconsider your request.

  Customer Answer

  Date: 09/17/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I refuse to do anymore business with this deceptive company. I will contact my local tv stations & connect with others who are dissatisfied with this company via social media & see if that garners a better outcome/response from this situation. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/29/2023

  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.

  We purchased alder security in our old home Address : ******************************************************* Our new address : ************************************************************ Account holder: *************************** Password: **** ****************** ********** We have tried to cancel our alder security multiple times and every time they said yes we will cancel it. We have been paying for alder services every month without using it at all because in our new home we do not have the alder system. They said they would help us when we moved and never did. So we have called multiple times to cancel services. We moved November 2022. It has been almost a year of paying for alder services without the security of alder. We need reimbursement for payments made from the time we moved and to immediately cancel any other future payments they are trying to take. We did our due diligence and informed them of our move. We asked for help. We have called and canceled and alder has not done their part at all.

  Business Response

  Date: 08/31/2023

  We have no record of anyone requesting to install the system at the new address. Additionally, this is a self install system so a technician would not be necessary. We are happy to provide some credit for downtime but we cannot cancel this account.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20536542
  
  I am rejecting this response because:

  We were given false information by your representatives when we signed up. We were told the contract was only guaranteeing the rates not that we were in contract up to May ****. I personally called myself and if notes were not made into your system again that is not our responsibility. We are renters and the system is in the old house. We moved November of 2022 and have not used your services since then yet have been paying every single month. That is almost ******************************************************************************************************** even give your customers accurate information. 

  You can apply the 10 months of credit that we have been paying on to the end of the "contract " and that would cover the remaining of the contract until may ****.

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

  Business Response

  Date: 09/01/2023

  Again, this is a self install system and if you choose to not install the equipment a credit is not owed you. We are happy to give you a couple of months as a courtesy. We also highly recommend that you retrieve the equipment as you are liable for it until the full contract term is fulfilled.

• Initial Complaint

  Date:08/25/2023

  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.

  Supposedly I signed a renewal contract tract on July 28, 2022 and was contacted today August 25, 2023 stating that I owed $400+. When I explained to the billing representative (*****) that I never would've signed a renewal when I've had nothing but issues with the company from the beginning. I asked to speak with the account manager that I supposedly talked to in July of 2022 and was told I would get a call back from the manager. Almost 2 hrs ****** I get a call back from ***** who placed me on hold while she talked to the account manager who threw out the renewal. ***** still states that I owe them for Dec 2022 through this month (August). I asked how that's possible if the new contract started in July of 2022 and was throw out. Therefore my services would've ended in July of 2022. I also had to ask several time to talk to a supervisor while being questioned why everytime. I finally got a supervisor (******) who stated that they talked to me in January of 2023 about the past due amount. I asked why I never received a letter, email or anything during the other 8 months that I've been supposedly past due and got no explanation other than that they also talked to me in May of 2022 (which is even further back). I asked for a copy of the contract which I still have yet to receive. Not to mention that the cameras I was sold at the beginning of this were not the correct ones and had to have a separate subscription with a different app to even use. My touchscreen pinpad didn't even work for months (something about the software not communicating, not something i would be able to see) without any telling me until I purchased new sensors when I moved in August of 2021.

  Business Response

  Date: 08/29/2023

  The account has been reviewed by upper management and it has been canceled as requested.

  Customer Answer

  Date: 08/29/2023

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