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:08/13/2023

  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.

  We got a security system from them. We canceled our contract 3 days after we got the system and sent the equipment back. They said we had a 30 day cancellation policy and I canceled the service July 5th. They are stealing the monthly payments of 55.60 out of our back account. We have spoke to the manager on several different occasions about the problem and getting my money back and nothing has been solved below I will provide documentation of my cancellation agreement

  Business Response

  Date: 08/16/2023

  The account has been cancelled and a refund has been sent to your bank. Please allow a few business days for processing.

• Initial Complaint

  Date:08/12/2023

  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.

  When we agreed to change our monitoring company to Alder on June 5, 2023, it was with a clear and unequivocal promise that our current contract (with Brinks) would be paid off by Alder. Since then, we have been given a runaround. We have paid Brinks ourselves. We have received numerous promises, many of which conflict with other promises we have received. We have been told the check had been mailed to us. We have provided documentation which was requested (after we were told that the check had been mailed to us). We initially provided all documentation to the salesman, but then we were forced to document again to the customer services department.We want and demand the reimbursement of $1,343.47 we were promised and are entitled to.

  Business Response

  Date: 08/16/2023

  The check was mailed on August 15th and should arrive shortly. Please let us know if you have any questions.

  Customer Answer

  Date: 08/21/2023

   
  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:08/11/2023

  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.

  On August 2, 2023 a sales representative (**********************************) for Alder Security came to the home of ************************************ and talk her into getting a security system. She is 97 years old and hard of hearing and did not understand what she was doing. She had already had an alarm system installed in her home. He convinced her to go with Alder and she was confused about the system. ******* got an avoided check from her and was in the home playing the piano when the caregiver arrived to the home he was playing the piano and he had not business card. The regional manager ***************** was called to the home and he told the care giver he was supposed to ask her some could help her with decisions. The care give call the previous alarm system to see what could be done. ***************** got on the phone and talked with the other security system and said that Alder could cover the cost to reinstall the system of the first system that was in the home. To our surprise ***************** the regional manager will not return the telephone calls or ******* the representative for Alder. The care giver call on August 9, 2023 to see how Alder Security will handle the cost for reinstalling the original system that was in *********************** home. The Alder Security System said that she would have to pay them to come and take out the one that their representative had put in. The Alder Representative was not in a company car or had a Id Card not did the regional manager. The Representative was wearing a baseball cap on backward in short pants on a hub-bard board. The manager was waring shorts, a cowboys hat and shorts. The care giver asked where the business cards and he said he did not have any at the time. The care giver look out the door for a company truck or car and it was none. *********************** is stuck with paying fee to reinstall an alarm system with is unfair and the care giver is trying to help her get the reimbursement for the first alarm system that has been put back in. Thanks

  Business Response

  Date: 08/15/2023

  The account has been cancelled and we have refunded all payments. Please allow a few business days for the transfer to complete.

• Initial Complaint

  Date:08/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Aug 2021 I purchased camera's through Alder. I have had to contact them numerous times (at minimum 5 times) with regard to the camera(s) malfunctioning. IE: not charging, not capturing movement, not synching. I have had replacement cameras sent out to me that still malfunction. I have had my house broken into and the camera caught nothing. I asked to cancel the services within the first year and was advised that I would have to pay the remainder of the 5 year contract and if not paid my credit would be affected. 7/18/23 I left a ****** review and they replied for me to call them to resolve the issue. I called them because again the camera is not charging and unable to be used. Currently it has to be replaced every 3 months or so. The camera catches the trees more than a human. Will show alert after someone already left camera view. I was advised that a new camera is available that is solar powered - will take **** bus days to receive. I would have to use 2 apps to watch my one house (1 app for each camera). I advised them to send me the old camera then - They advised they are no longer in manufacturing... so I asked them to send me 2 of the new cameras, I was told that they do not have the inventory for that at this time. It has been 17 bus days and I have not received the 1 camera from 7/18. I called them on 8/10/2023 I was told there is no tracking # because it has not been shipped and no upcoming activity pending either. I was offered a 10% discount on next month's bill (8/15/2023) and I refused. That is only $5. I have been paying $50/month for 2 years and unable to have full access to the services. I was told I cannot get a higher credit until the camera comes and then they will give me a credit for the days not in use (7/18 - until whenever I receive a camera). However, I am still being charged monthly for services I cannot use nor have the ability to be replaced. They are refusing to let me out of the contract either. They keep saying I would have to pay over $1500 to dissolve my contract for cameras that cannot be used nor are they replacing in a timely manner.

  Business Response

  Date: 08/15/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will contact you soon to schedule a time to get those cameras installed. We have also given you three free months of service to compensate for the delay.

• Initial Complaint

  Date:08/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8 salesmen from Alder Security visited our home. We were interested in a video doorbell. We unknowingly signed a 5 year contract. This was after I told the salesmen that I didnt want a long contract because I plan to retire after one year. These people are very misleading and dishonest. The installer was in my home at 9:00 pm. I had to be at work at 3:00 am. The installer was having problems with the video doorbell. When he left he claimed it was working. The next morning it was not working. I called the company and was told Id receive two months free and a technician would be sent out AUGUST 8th!! One month later!! They did one automatic payment a few days later and then another automatic payment on August 7th. So nothing was free. Theres one month we paid for with a non functioning doorbell. On august 8 the tech came out and we were told that the doorbell would not work with our internet. He also said that they had a cheaper older version of the doorbell but it would not work either. So it was my intent to call their customer service and ask them to remove the cost of the video doorbell since we werent going to be able to use it. Before I had the chance to call I get a text from Alder saying they are sending another technician on August 29th to change batteries and update the system . With what I have experienced with this company I feel this is just another way to put us off again while getting paid for something we cant even use. I wish I had read the reviews on Alder security before doing any business with them. Actually I wish Id never let them in my house. Their customer service reps are rude and insensitive. I was told on Thursday July 8 that I had 3 business days to cancel. I called on Monday to cancel and was told that Saturday was a business day and therefore it was too late to cancel. Everyone knows that Saturday is NOT a business day. They talk to you like your stupid. If you are considering doing business with this company PLEASE DO NOT

  Business Response

  Date: 08/15/2023

  There is an appointment scheduled for August 29th. If the technician is unable to fix the doorbell we can remove it from your setup and reduce your monthly monitoring rate accordingly. We have also credited your account the two months of service you mentioned you were promised in your complaint.

• Initial Complaint

  Date:08/09/2023

  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 bought my 1st house July 2020. I decided to get security with Alders Security, I was sent the equipment and instructed to install it myself. I never installed it but have paid for the service because when I tried to cancel within the 30 days time I was told i can't. Every year in July I try to cancel and I am still told I can't cancel because I have a contract. My contract should have already expired. This company holds people hostage. Every time I call I am given the run around and told I can't cancel.

  Business Response

  Date: 08/10/2023

  We have contacted the customer directly. Thank you.

  Customer Answer

  Date: 08/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they still are not canceling my account. All they are offering is to walk me through putting up the cameras and 1 year for free and lower rate.  I want it canceled 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/14/2023

  The agreement is in term and it was Mr. ********'s decision to not install the equipment. Not using the equipment does not void our agreement. We are happy to give him credit for the time the system was not used, as we mentioned to him previously, but we cannot cancel at this time.

  Customer Answer

  Date: 08/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been in contract with this company for over 3 years. At what point is my term up? I have never heard of a contract lasting longer then 72 months. I'm not asking for reimbursement or to lower my fees I just want to cancel my account. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/15/2023

  You signed a 60 month agreement in July of 2020. This agreement doesn't end until July of 2025.

  Customer Answer

  Date: 08/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never told this was for 5 yrs, the security system was bundled in my directv,internet,security bundle everything else was a 3 yr contract. So how is everything else 3yrs yet this shady company can sneak in 2 more years. According to all their information they post 3 yr contracts no 5 years. Yet they have multiple complaints against them for the same thing plus making almost to impossible to get out of your contract even once you get to the end of it. Bait and switch contracts. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/23/2023

  Again, we are happy to assist in any other way but the five year agreement is what you signed.

  Customer Answer

  Date: 08/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: bait and switch tactics. I have notified my credit card company 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/08/2023

  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 August of 2021, I subscribed to a no commitment service with Century Link who stated part of the deal was Alder, window/door magnets and two cameras. Alders equipment has malfunctioned and given false alarms for the whole time Ive had it with patchwork here and there. The final straw was when the front camera stopped connecting to the internet for no reason. It turned out that Century Link had slowed their speeds below what the camera requires. Both companies suggested the fix was to spend more money on higher speed (Century Link-over $200), and getting on the cloud (Alder), for which I told them it was a gimmick because when the cloud was full, Id have to pay for more space, therefore I just wanted a card with more storage. The solution was not a solution and I told them I wanted out since it was part of the non commitment with Century Link. They told me I would need to pay over $1,000 to terminate the 5 year agreement. I asked what agreement? I signed nothing and the person on the phone spoke to unclear and too fast to make sense of anything and I thought it was a non commitment plan. Im done with Alder. If they can make it work correctly for once and for the rest of the time, Ill keep it until it runs out, otherwise, they can keep it and I wont be penalized.

  Business Response

  Date: 08/10/2023

  The cameras need a minimum bandwidth to function. If your internet is unable to support them we can remove them from your security package and reduce your monthly rate accordingly. Please let us know what you'd like to do there. Also, it appears that the malfunctioning sensor was addressed in late July. Please confirm.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20442671
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/19/2023

  I spoke with a gentleman who stated the fault lies with expired firmware, something either never caught or not known by others. While I wait for the part to come in the mail, and to ensure the clock doesnt run out, I chose the only logical and truthful response. Nothing has been appropriately addressed to my satisfaction. It should be noted that I have called many times, maybe over 12, and each time the patch lasted a day or so. I feel Im being toyed with.

  Business Response

  Date: 08/23/2023

  In that case we can remove the cameras from your security package and adjust your monthly rate accordingly. Please confirm that this is what you would like to do.

• Initial Complaint

  Date:08/08/2023

  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.

  The night before last, as we are laying in bed, my wife received a call about an alarm on our system(completely disarmed) and gave the operator our verbal code. They hung up without confirmation. 20 minutes later, police are knocking down our door. We tell them nothing is wrong, they take our info and leave. Last night, I awake at midnight to thr police again knocking down my door. He said an alarm was triggered, I told him nothing was wrong and that it had malfunctioned the night before and clearly something is wrong. This morning at 5am, getting ready for work, I hear the disarmed panel say "tamper". Followed by a phone call. I tell them the password, they hang up. Call my wife, waking her from deep sleep, she gives the password, they hang up. 10 mins later the same cop from midnight shows up, understandingly angry. I call the number on the website, get redirected to the monitoring company, get told rudely that they cannot help me and that I need to call during Alder's business hours. I wait an hour(which puts me an hour late to work) call in to be told my password was wrong and I am given the right one, but now I have to wait another hour(2 hours late to work) to talk to tech support to figure out why the panel is malfunctioning. I go through troubleshooting the panel which consisted of me pushing a button a few times and get told that it must be a vibration causing the sensor to go off and call the cops. I called Alder to explain my situation, and cancel my contract, considering the major issues that their equipment has caused, and the distrust that my local authorities now have in regards to calls from my address. I quickly get told that I can either continue my contract or pay to cancel, which is the amount of the rest of the payments on the contract. Most of their operators are very difficult to communicate with, they read 100% off a script and refuse to work with customers that are having issues.

  Business Response

  Date: 08/10/2023

  Our technical support has tried helping with this but it seems you do not wish to speak with them. Please return their calls so we can see if this problem can be fixed. If we are unable to fix the issue we will consider your request to cancel.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20442222
  
  I am rejecting this response because:
  The second night, when we received 2 false alarms that got reported to the police, I tried calling your company, only to find out that tech support didn't open for another 3 hours. I stayed home, getting to work over 2 hours late just to talk to tech support. He had me press the tamper button on the back of the device a souple times so he could see it work on his end, and said it was good. I then asked him why this would just randomly go off, we went back and fourth on what kind of wall it was on(he didn't even know what drywall is), and he said it must be vibration. We live on the ******* *********** where rockets rattle our house a couple times a week, and it's never made this happen. The panel only seems to tamper itself in the middle of the night when there is no activity in the house. He told me to turn it on table mode to not have the tamper sensor active. What's the point of paying for a partially functional system, or one that doesn't function correctly when it's set up properly?

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

  Business Response

  Date: 08/17/2023

  We apologize for the inconvenience. We have given you two additional free months of service. Please work with our technical support team one last time. If they are unable to resolve the issue we will cancel the account.

• Initial Complaint

  Date:08/08/2023

  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 was pawned off to Alder after I called *** or possibly SDG&E (I cant remember which one it was over a year ago at this point). I wasn't really interested in a security system, but felt pressured to stay on the line because I didn't know if my prior call was completed with the company beforehand. After having the account for over a year, I wanted to cancel it and stop paying the hefty monthly fees (60 dollars a month, for a system that is not functional). I called to cancel the account and come to find out, there's a contract I would have to buy out that's over two thousand dollars, or find another person to take the account (which sounds kind of fishy). The problem is: I genuinely do not remember physically or digitally signing a contract. And if it was somehow over the phone or ********** still don't remember entering into any kind of contract negotiation. Nothing was really explained to me to my knowledge, and I would've liked to have known about the cancellation process, or the total amount this would cost to cancel. I would not have signed up for this if I was made fully aware. The equipment works on and off and don't see why I cant just return it and be done with Alder. I have tried to make it abundantly clear that I do not want replacement equipment and would simply like to cancel and return it. I don't have specific dates because I cannot find my contract (which is not found, or at least easily, on the website or app), but the original phone call was around June of 2022. I have attempted to cancel on multiple occasions since, and it's near impossible to speak to a higher echelon representative without getting an intense run-around or face impossible hold times. My preferred method of resolution would be to simply cancel and return the equipment without the added $2000 fee.

  Business Response

  Date: 08/10/2023

  We've contacted **************** directly. Thank you.

• Initial Complaint

  Date:08/08/2023

  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 been without service from my Alder home security system for almost a year. The control panel froze one day, I called to troubleshoot it and they walked me through the process of restarting the panel, only it never came back on. They sent me a new “chip” to put in it to update the panel, only for it to show a blank blue screen for 2 weeks. Not to mention the “new chip” they sent me was a blank SD card so who knows how legit it was. We have tried scheduling a technician to come work on it, they schedule a worker, only to cancel it the day before. We’ve reached out to them for months and they tell us we will have a credit on our account equal to the charges we keep paying. It’s been almost 11 months without the service that I pay for every month. I have no idea what else to do

  Business Response

  Date: 08/09/2023

  We were unable to locate an account using the information provided. The phone number listed only came through as 6 digits. Please provide a full phone number or account number.