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:08/24/2023

  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.

  This company has been contacting me constantly leaving voicemails that are only seconds long with no valuable information. I never contacted this business and reached out telling them to stop contacting me immediately but have not heard back.

  Business Response

  Date: 08/25/2023

  Please let us know what number we are calling and we will put you on the do not call list.

  Customer Answer

  Date: 08/30/2023

   
  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. Please inform them that they will need to put ************ on their do not call list.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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.

  I signed with Alder, upon criminal activity in my community March 29, 2019. I was told at the time, that they (Alder), was the only security company that had alarm systems for apartment units.
  Not realizing the magnitude of what I was getting myself into, I later discovered I signed up for services and that it was a 5 year contract, meaning I have no choice upon signing with Alder. So I clearly stated that I would prefer to make the monthly payments for the account by paying through my bank and not paying from a credit card. As to date, I have continued to pay each month in the amount of $53.61, due dates were the 26th of each month. Recently, I have been receiving calls from billing indicating the account was past due and that I owe a balance of $214.44. I am unclear how this could be since I pay by the 1st of the month to make sure the amount owed is applied before the due date. However, Eric D***** contacted me on Thursday, August 17, 2023, stating the account was past due, I tried explaining to him that I was not understanding how this could be, since I pay each month at the beginning of each month. He stated, I had not paid August 2022 billing. After checking, my bank statement I discovered this particular payment was submitted, on July 31, 2022 for August. At this point, I am really concerned about their accounting system and their wanting or expressing to me that termination of monitoring alarm will be terminated. In fact, I have not been very pleased with Alder from the beginning upon learning I about the numerous complaints. I have no problem at this time with discontinuing with Alder, because there’s hardly much communication, for the past 2 years until here lately. I can say at one point, back February 17, 2021 my account was considered “overpaid”, since then somehow it is past due..(Confusing)..

  Business Response

  Date: 08/29/2023

  We have attached  the payment history. Please compare with your bank records and get back to us.

  Customer Answer

  Date: 08/30/2023

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

  I am still in need of an explanation of how? and why? is there is an enormous amount owed on this account. I have not been given any clarifications for their conclusions. As of November 16, 2021 invoice indicates credit ($42.19)..seven payments for November 16, 2021 of $53.61 and yet there is a balance shown $$118.64..this doesn't"t make any sense...Then there is an accumulative amount regardless of my payments. December 9, 2021 payment made again, balance indicates $118.64 again..But yet the balance keeps increasing even though payments are still being sent and received by ALDER..
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 09/01/2023

  It appears that the discrepancy was from a refund that was given in 2021. However, to resolve the issue, we have waived the past due balance.

  Customer Answer

  Date: 09/11/2023

  
  
  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,
  
  
  
  ******* ******* 

  Please note,

  Although I accept this response I have yet to receive clarification of Alder’s accounting. As I mentioned previously “balances” continue to increase regardless of payment receipts..

• Initial Complaint

  Date:08/18/2023

  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 reached out to alder in 2022 about damage the installers did, I was asked to send pictures of the damages(which I did) have been going back and forth in the phone to get this resolved. Now alder is increasing the fee, I have contacted an attorney and was told that I could cancel because of the breach of contract. Alder is stating that I can not do that because Im not longer in the 30 day trial, again *** contacted my lawyer

  Business Response

  Date: 08/22/2023

  The price increase has been removed from your account. Your rate will stay the same. Please send pictures of the damage for our review.

• Initial Complaint

  Date:08/18/2023

  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 sales person came to my home when only my husband was there. On a Saturday while I was at work. He asked him to tryout there security cameras so they can used to advertise too others so they can get customers.And he can cancel at anytime. Without a problem. And he will be emailed the information. When retrieve email was 4 days later. We called to cancel because I read the paperwork and a price of **** dollars for the system. They go to people home on the weekends and send the contract by email on the 4 th day. Stating you must cancel by the 3 rd day. They are doing false advertisement and I wasnt home to sign paperwork. But my name is on the contract with my signature. You can clearly see thats not two different signatures.Which is fraud. I need help to resolve this. It is not fair for them to come around and offer people equipment and they are not home to sign are read the contract.

  Business Response

  Date: 08/22/2023

  The system was installed on July 15th and there was a 3 day cooling off period to cancel with no penalty. The first time you mentioned cancelling was during a phone call on July 27th. If there is any part of the system that is not meeting your expectations we will do everything we can to make sure you are satisfied. 

• Initial Complaint

  Date:08/18/2023

  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 had been using Alder security monitoring for my business, The system was never efficient enough to handle the needs I required. The output was laggy, the recording never worked and the overall package was garbage. I called numerous times and the customer service was worse than the made in china crap they sent me. So I asked to cancel, They refused and I just continued to pay and pay until enough was enough. In January of this year (2023) I called them and said this was the last month I wish to be a customer and consider this the end and I won't pay a penny more. The representative said OK but it may take a month to take effect which I begrudgingly accepted and told them when I see the final bill I will pay it and all will be said and done.
  This never happened, they continued to keep billing me and calling me nearly 20 times daily. I screened my calls and ignored them or sent it to voicemail. I picked up several times and said to the caller on the line that I was no longer a customer, and I had agreed to pay my final month, AND if need be ONE more month for processing. The bill they tried to give me was thousands of dollars and I wasn't accepting that so we went back to the 20 calls a day for months.
  Finally I answered and said the same thing in June, The bill had now grown six times the amount as they were still billing me and had not put the cancellation through despite CONFIRMING with me on the phone they see the notes in January of my wish to cancel. So again I offered my payment of my final month (Jan) and if necessary Feb, But again I was told the final bill is thousands but they could give me a deal of 40% off if I resubscribe. Since then I have been getting texts and calls threatening collections daily, roughly 20-25 texts daily since July (its now past mid August) from somebody claiming to be called Brandon from Alder. Constant phone-calls, Literally harassment in the highest form and this has to stop. This business is a SCAM and I'm not giving them a $

  Business Response

  Date: 08/22/2023

  We have attached the final bill. The final amount is simply 90% of the remaining balance. We do not have record of quoting you anymore than what is listed here.

  Customer Answer

  Date: 08/22/2023

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

   

  I cannot even attach enough images to show the pages and pages and pages of screenshots of constant harassment I am getting daily.

  plus the constant phone calls.

  and that amount is totally different to what was quoted on the phone so let’s get off the holier than thou high house and trying to act like your company is in the right and have done nothing wrong.

   

  I requested to cancel in January. Period. No more billing and I’m not interested in your services or giving another cent. The constant harassment has to stop or I will contact an attorney. Consider my account closed. I am not paying you another dime and stop calling me and texting me. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/23/2023

  This is the correct amount. We apologize if there was a miscommunication over the phone.

• Initial Complaint

  Date:08/17/2023

  Type:Billing 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.

  I am trying to cancel my home security with Alder Home Security i in July of 2021 they have notes of me calling in to cancel. The problem is that they took payment from July 2021 to July of 2023 they won't let me cancel keep calling and saying my payment is due I had my bank to stop payment in July of 2023 did not realize I was still paying until then. I have tried in the last 2 months to cancel but they won't let me when I call they say thay are canceling as we speak but they don't. I just want it cancel they have took enough money from me free 2021 to2023 My bank said that Alder to call them to stop payment I have it stop right now for 6 months. I just Alder to cancel have not used there service since 2021.

  Business Response

  Date: 08/22/2023

  The account has been cancelled and all balances have been waived. Thank you for being a customer for so long. We appreciate you and wish you the best.

  Customer Answer

  Date: 08/22/2023

   
  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:08/16/2023

  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 set up service with a door to door sales rep from alarm protection/Alder on October 13 2015 For 60 months. I called to cancel today because they have not been good and the system has stopped working. They claim I have a five year contract from 2022. I do not. They said its an auto renewal. The state law claims they have to send me a letter stating they will auto renew in 60 days. They did not. They cannot renew my alarm for five years twice and never notify me they were doing so. Im 77 and they are just bullies taking advantage of an elderly lady.

  Business Response

  Date: 08/22/2023

  The account has been cancelled and all fees have been waived. 

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been telling this company for the past year that I no longer needed their security system. I sold my manufactured home where it was originally installed and purchased a new one. I disconnected the system without reinstalling it in the new home because I knew that I wouldn’t need to reinstall. When I called Alder and notified them that I wanted to discontinue service I was told that I couldn’t due to a contract renewal. I have paid for unused services faithfully for a year because they told me that I would have to pay $3000+ to terminate the contract which I could not afford. I wasn’t aware until yesterday August 16, 2023 when I inquired once again about discontinuing due to no usage of system that the contract was not up until 2027. I was not aware of such a lengthy contract and wouldn’t have made such a commitment if known prior to. I feel this company preys on the disabled/disadvantaged without clearly communicating their terms. I would advise potential customers to review their policy thoroughly.

  Business Response

  Date: 08/18/2023

  The account has been cancelled as requested.

  Customer Answer

  Date: 08/22/2023

   
  
  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:08/16/2023

  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.

  Around August of 2021 I was starting my senior year of college and wanted a security system for just a year. I called Alder and made it clear I was to only need the plan for a year. I was told it would be easiest to set up a 5 year plan and cancel later due to a five year being the best deal at the time. I used my system for a year and when I went to move I tried canceling my service. I was informed I was set for a five year program but could file to cancel still. I went back and forth for months waiting to speak to the 'right person' as I was always dismissed and told to contact back later or a different department. I was sent a document to cancel my plan due to my current income (social worker pay) and due to the fact I was deceived into the five year plan as I was still in a bad area for school. Since submitting I have waited to hear back for awhile until I was basically told no they wouldn't change anything about my plan. I still have yet to get in contact with anyone who has been able to help as I have heard different things from various representatives.

  Business Response

  Date: 08/18/2023

  A five year agreement was signed. If you were promised something else please provide us with documentation or recordings. To accommodate your situation, we have reduced the term to 42 months.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20476751
  
  I am rejecting this response because: I do not have documentation from 3 years ago as I do not record my phone calls. Would you have the recording? I would be satisfied with the three year program, however I just got an email the plan is $5 more a month. I do not use this service and am upset Im being upcharged for a device that wont even be in use. I would still like to be enrolled in the shorter contract. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2023

  The term has been lowered to 42 months and the $5 increase has been removed.

  Customer Answer

  Date: 03/18/2024

   
  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:08/15/2023

  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.

  Alder auto renewed a 5 Year contract that I never agreed to or signed. The account with my "contract" says "error." They lied and said the contract was renewed when I NEVER signed any such document and do not believe a document exists unless doctored by them. In addition, the panel has stopped working multiple time.s We have called their technician for phone help multiple times and it keeps breaking. As of now, we have security system in our house because it is broken and we do not feel safe. They are still charging us for these months and are not sending anyone out to help for TWO MONTHS.

  Business Response

  Date: 08/17/2023

  The 60-month agreement was signed in February of 2022 and was never renewed. The original term doesn't expire until ****. This is for account *******. If you are referring to a different account please provide us with the account number.