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:04/07/2025

  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 March 2024 I signed up for Alder home security through a door to door sales **** The deal sounded pretty good and the sales *** told me that the service comes with one free move of the equipment. I told him I was buying a house soon, and the system would need to be moved. When I bought the house, I contacted Alder to coordinate the move and they told me it would cost $250.00. I explained what I was sold by their sales *** and they told me that if I take down all of the equipment, a technician will conduct the install and it would only cost me $50.00. When I still wouldn't budge on what I was promised. They told me they would do it for free, so long as I renewed the service contract. I declined. Since February I have attempted multiple times to have them install this system. They have scheduled technician times. All for a tech to never show up, or they call me saying a tech will arrive at an unreasonable hour. Such as 9:30 PM. I declined simply for the safety of the technician. They rescheduled me for Saturday 4/5. The technician never arrived. Their ***resentatives couldn't get in contact with the technician. I have since cancelled the contract and put a stop payment on my account towards theirs. They use predatory sales techniques and will lie as far as they can under the sun to sell. Their ************* is comprised of three people, and as they transfer you, they put you on hold for 20 minutes, all for the same person to pick up the phone and answer with a different name. They want to charge me a cancellation fee of $2500.00 even tho they can't own up to their end of the contract. I refuse to pay.

  Business Response

  Date: 04/07/2025

  Thank you for reaching out and providing the details. We understand your concerns and appreciate your patience. We're currently reviewing your account and the information youve shared, and well get back to you as soon as possible with a response.

• Initial Complaint

  Date:04/02/2025

  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 entered into an agreement with Alder for an inside monitoring system on 6/4/2018 for 60 months.I told them to cancel when my time was up but they have continued to take funds from my account. A representative convinced me to try their cameras on 9/28/24 now I'm paying for two devices and one is not connected. He also said the inside monitor would be turned off in two days if went with the outside cameras and cheaper. I am a senior citizen and need them to.refund my payments back into my account. Thank you for assisting me win this situation.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out. We appreciate you bringing this to our attention and will review your account. We will get back to you as soon as possible.

• Initial Complaint

  Date:03/22/2025

  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.

  An Alder Home Security *** came to my door around July, 2024. They told my that ADT, my mothers (***** J. *******) current home security system, no longer serviced her area and they are taking over. They came in and installed their Ring home security system.About a month later, I received a bill from ****** I called ADT to cancel my mothers service. They wanted to know why. I told them that they no longer serviced our area in *******, **. She put me on hold and when she came back she said they still service the area. I called Alder back and told them how their agent fraudulently sold me their security package and I want them to come out and uninstall it and release my mother of her contract and billing issues.The *** apologized for what happened told me to call the *** but we were still obligated to pay.We went back and forth as I asked her if she thought it was right to make an 83 year old Home Hospice patient pay a bill that she didnt need, want or even asked for?She agreed that it was wrong and said she would turn it over to her manager..Nothing came of thisThe last time I spoke with someone I told them that my mother passed March 4th, 2025They said we are still responsible for the bill even though we never contacted them /they told us that our current security system didnt cover the areaI just want them to cancel the service, uninstall their system and stop calling all times of day!

  Business Response

  Date: 03/24/2025

  We appreciate you reaching out and are sorry for your loss. We will review your concerns and get back to you as soon as possible.

• Initial Complaint

  Date:03/15/2025

  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 did a quick google search in August of 2021 after there had been some criminal activity near our ranch and I wanted to get some security cameras. I stumbled upon Alder Home Security. I reached out and of course got a wonderful sales pitch. I was under the impression I was signing a two year contract, low fees for the first 6 months and this salesman and organization at the time seemed simple to work with.
  
  Got my equipment and had easy set up for the most part. However a few months into using it, the portal was constantly giving us frustrations and we decided to just un-plug things. I reached out to Alder to look into cancelations and even buying out the contract. I was met with predatory sales pitches and a hefty process to even speak to someone about my account accurately with hard numbers and accuracy.
  I called each year to cancel again and was met with more hoops. They’ve collected roughly $55/month now since August of 2021.
  Here I am, March of 2025, I reach out thinking my contract finally expires in August and they tell me that even though I signed the contract in August of 2021, my year 1 was actually 2022 and my contract won’t expire until 2026. This is a complete scammy company, making it impossible to work with them and incredibly hard to get away from. Do not give them any of your money!

  Business Response

  Date: 03/18/2025

  It appears there’s some confusion regarding your contract. You signed a 60-month agreement on August 5, 2021, and it is set to conclude on August 5, 2026. This has been the agreement from the start and there have been no changes to this. If you’re interested in canceling early, we’d be happy to provide the adjusted payoff amount. Please let us know how you’d like to proceed.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was no where told I signed a 5-year contract. It was supposed to be a 2-year contract. I have read reviews of Alder’s misleading sales pitches. 
  

  I would love to have contact from Alder to buy out this absolutely scam of a contract. 

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

  Business Response

  Date: 03/24/2025

  We attempted to contact Ms. ********* but reached her voicemail, where we left a message. She is welcome to call us back if she wishes to discuss this further. Additionally, we have a recording confirming that we clearly explained the 60-month agreement to Ms. *********, and she acknowledged her understanding by responding, "yes." While the BBB does not allow audio uploads, we are happy to provide the recording to Ms. ********* upon request.

• Initial Complaint

  Date:03/13/2025

  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.

  My Dad had an alarm system from Alder. My Dad passed in November 2023. I was unaware that the system was still being monitored in January 2024. There was a prior balance that I paid. Mainly because I felt it was the right thing to do. I have since switched the security monitoring to ADT where my Mom has an ADT account also. I called several times in February to cancel the account but was told since I wasn't the account holder, I couldn't cancel the monitoring. I provided a copy of my Dad's death certificate to show proof. But still the account is active and I am receiving a bill in the mail for payment for monthly monitoring. After all of the frustration, I would like to be refunded the money that I paid. And have this account cancelled.

  Business Response

  Date: 03/18/2025

  Please provide us with the account number or the monitoring address so we can help you.

• Initial Complaint

  Date:03/12/2025

  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.

  Alder installed cameras and an alarm system in my home over a year ago. This service has worked intermittently over time and the cameras are no longer working. The sensors inside the home when set to away are not triggering motion. The smoke detectors aren't working. The camera's aren't showing on the monitor. Yet monthly money is auto drafted for payment. **************** is nonexistent. Not to mention the system runs on 3 different apps annoying and inconvenient. They schedule appointments and show up whenever they get ready.

  Business Response

  Date: 03/14/2025

  We appreciate you reaching out and understand your frustration. We will review your concerns and get back to you as soon as possible.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23056421
  
  I am rejecting this response because:  I called Alder and scheduled an appointment on 4/2.  Alder called back and changed the appointment without consent to 3/15 between the hours of 8 & 9 am.  I called alder back and told them I didnt approve any changes to the appointment and that I needed to keep the scheduled date and time that was arranged initially. I work from home appointments are mandatory for my work schedule.  Tonight at 7pm a tech school up to my home without calling!!! Im working the equipment isnt available now. This company is horrible!!! I really want out of this contract!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/19/2025

  We are still scheduled to have a technician visit your home on April 2nd. We apologize for any inconvenience and, as a courtesy, have applied a one-month credit to both your security and NVR accounts.

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising 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.

  Company is transferring our service to ADT. Also we have had serious issues with their customer service and equipment. While we have honored our obligation by making timely payments this company has been in breach of contract since the beginning of our contract. The customer service and equipment is subpar at best.

  Business Response

  Date: 03/11/2025

  We appreciate you reaching out and sharing your concerns. We understand how frustrating this situation has been for you, and we take your feedback seriously. Our team is currently reviewing your account, and we will get back to you as soon as possible with an update. Thank you for your patience.

• Initial Complaint

  Date:03/04/2025

  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 2/14/25, my mother passed away and she had a security system with Alder Security. I emailed them a copy of the Death Certificate and they uploaded into their system. They informed me there was a balance due on the account before it could be terminated. I informed them there was no estate and her checking account was closed. The proceeded to ask me if the home had been transferred to someone else or if I was going to remain in the home. I told them that was none of their business. I told them to close the account and they insist there will be a cancellation fee. I am not liable for my mother's debts. I sent them a POA back the first of February before her passing and it was not good enough. This account was solely under my mother's name. I am not responsible for her debts. I need the BBB to help to get this company reported and resolved. I have emailed and called Alder numerous times trying to get her account closed. I'm done trying. I understand that they have been bought out by ***.

  Business Response

  Date: 03/05/2025

  We are truly sorry for your loss, and we understand your frustration. We are currently reviewing your case and will get back to you as soon as possible with a resolution. Thank you for your patience, and we will be in touch soon.

• Initial Complaint

  Date:03/04/2025

  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've been having trouble with my Alder Security System for about four months. I've tried multiple time and contacted Alder Security System with problems regarding my account. I have not been able to access my Security System for going on now for over four months. Every time I would call the company, they would leave me on hold for almost an hour or so, then when I did speak with someone, they gave me a run around and promised to send a Tech out to fix my equipment. I have not used this system for four months, first time the system would not work with the (Alder System App). I called and they said their app was down and told me to download a third party app *** Home app) this app did not support any of my features that where supposed to be in my contract, The camara would not work, my security camera would was accessible through this ** App, I would have to go through many steps just to get to my camera to view live footage, it has advertisements, and sale ads to go through before I could even get to my camera feature. This FI Home App wanted me to purchase a membership with them, and then I would have to go through all the ads to get to my system. All of this was supposed to be included in my Alder Contract, 24 hour security for my home, I've contacted them 6 to 8 times, and they keep giving me the run around, I spoke with Alder today and tried to cancel my contract. But, I was on the phone with them for almost an hour, them trying to convince me into staying and them send a Tech out to fix the problem, witch they've promised ever time I would call in, and never hear from no one. Alder said I would have to buy out the contract at 90%. Also, I received a letter from Alder stating my account will be moved over to ***********, I do have a contract with ADT, and do not want one, Alder did not hold up to their contract with me to promise to provide 24 hour security for my home. They said they will send a letter and I'll have to sign to agree to cancelation, Help

  Business Response

  Date: 03/05/2025

  Thank you for reaching out. We understand your frustration with the issues you've experienced with your Alder Security System, and we apologize for the inconvenience caused. We will review your case and get back to you with a resolution as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23017891
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 03/07/2025

  There was no additional information included in this message.

  Customer Answer

  Date: 03/07/2025

  Because they have been telling me this for four months, and never proceeded with my issues or fixed my problems that were discussed with them. They always promised me they will send a tech to my home to fix the problem, never seen one tech, never fixed the problem. Still as of today I cant even look at me camera on my app, theyve blocked it or something, nothing is working! Nothing! They promise and promised, never went through with their promises. *** had no problems with this company for years, it was a great security system, when in this last four to six months its gone to h*** in a hand basket, and I hate that. I see now why *** IS BUYING THEM OUT OR WHY THEIR CHANGING TO ADT. I dont sign a contract with *** , and Im not paying for anything that I can not use! I used the system to monitor my 80 old mother when Im not home, good thing nothing has happened to her yet! Fall, wonder off .. etc! Like I said at first they were good, not now! Ive seen the reviews online, everyone is having the same problem as me! Read the reviews!!!

  Business Response

  Date: 03/11/2025

  Thank you for this additional information. Your account was reviewed in a manager meeting this morning and one of those managers will be in touch with you soon.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23017891
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

  Customer Answer

  Date: 03/12/2025

  Because it says they will contact me , its the same ole same ole response on every response theyve sent. They have not gave me any options , just stating that they will contact me. My Opinion is the same as file earlier!  

   

  Business Response

  Date: 03/14/2025

  We spoke with ******* on the 13th and came to an agreement. Thank you.

• Initial Complaint

  Date:03/03/2025

  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.

  Last July a door to door salesman stopped by my home and sold me a security system promising cameras, a full alarm and no contract. When I called to cancel I was appalled to be told Im in a 5 year contract, paying $60 when I only received door sensors. No cameras and no other protection in the home. When I proceeded to cancel the contract I was never made aware of the Salesrep blocked my number, and Alder told me theres nothing they can do and that Id have to pay MORE money to receive the camera I was told was free or pay over ***** to get out of a contract I never agreed too. I am completely outraged with this terrible company and demand to be released from the contract I never made and I refuse to pay another dime.

  Business Response

  Date: 03/05/2025

  We appreciate you reaching out and understand your frustration. Our team is currently reviewing your concerns, and we will get back to you as soon as possible to discuss a resolution. Thank you for your patiencewe will be in touch soon.