Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
If you have a complaint with the company or would like to have a technician sent out to your home, please contact Brandt Neider at [email protected] prior to filing a BBB complaint.

Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

989 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/04/2023
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.
8/3/23 contacted Alder to cancel a home security contract signed 8/23/18 by my father. Was informed the contract was renewed in late 1/2023 for 5-yrs. Said I had signed the renewal! (Dad passed 8/10/19 & Mom who is 91 has dementia. I have Power of Attorney).
What happened: last fall the system panel would lose communication. Contacted Alder to learn how to reset. Each time it failed I reset. Finally, it would not reset. Alders’ technical support ran tests but couldn't resolve, said new panel needed & would mail to house. After delivery, contacted Alder to arrange for an installer. There were no installers available in the area & didn’t know when one would be available. Alder said we could install & with much reluctance, we agreed to try. My husband & I, with tech support on the phone, spent hours but were unsuccessful. So, we waited a number of weeks before an installer was sent from another state. Installer got panel installed, all parts working, tested & took old equipment when he left. According to Alder, I signed a renewal with installer & they have a copy on file. I was not provided a copy. I vaguely remember signing the installer’s completion of work & verifying system working. This was done on an electronic pad & installer told me what I was signing, all I could see was the signature area. Never in my discussions with tech support, installer, nor customer service did any of them ever mention a 5-yr renewal.
I would not have renewed because we had been reviewing memory care facilities for mom for months. A decision had been made & move date set for 2/27/23. It is not logical that I would have signed a renewal knowing this & plans to sell.
Alder said I can buy out the new 5-yr contract & return equip, transfer equip to another location & use, or transfer to new home owner. Also, would lower the rate to $42 a month & pressured me to decide. I feel they are stalling the cancellation of the original agreement which expires 8/23/23 so I can’t meet that either.
Business Response
Date: 08/09/2023
The account has been cancelled. Please contact us directly with any questions.
Customer Answer
Date: 08/11/2023

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 with the following information Included.
- 8/10/2023 talked with Ben in Alder's cancellation department who verified: 1) account is cancelled, 2) last billing date was 8/7/2023 and there will be no further billings, 3) equipment does not need to be returned and there are no monetary charges for the equipment. I asked for written confirmation of our discussion but he said it was not necessary as we were on a recorded line.

Sincerely,

**** *********
Initial Complaint
Date:08/04/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed a contract for a security system with Alder. The outside cameras do not hold battery power for very long so and would not reconnect to the system after charged. We contacted Alder and they sent new cameras- those don’t work either. We contacted them over and over trying to get resolution. Their latest lie was that if we signed a new contract they would upgrade the cameras to a wired system- for an increased price of course - that was back in June 2023. We have requested multiple call backs to get the installation scheduled but they don’t have installers for this area - in fact none in the state. The problems with Alder go back well over a year. They will not release us from the contract unless we pay them. They are clearly not living up to their end and because they cannot deliver on what was promised we should be released with no penalty. Can you please help us?
Business Response
Date: 08/09/2023
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:08/04/2023
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 June of 2018 I entered a contract with alder. My wife and I both believed it was a 3 year contract. When we tried to cancel they said we still had 24 months on the contract and early termination would cost over ****. Dollars. Within a month of getting the system the sensors fell.off the walls and several off the doors, which I reinstalled several times than gave up. At approximately 3.5 years into the service the equipment would not even connect to alder. At **** I took the equipment down but stilled payed. All the times throughout the years that I talked to ***** ******************** I spent hours on the phone and just received the run around (they did not even now my equipment was not connected to their network). After my 5 years were up I called to cancel. After 4 hours on the phone with reps and managers they said I was canceled. Now they sat I didn't complete the paperwork and they continued to draw money out of my account and bill me.this company is fraudulent and has very deceptive practices. I want to be done with them or I will get a lawyer and look into a class action lawsuit.
Business Response
Date: 08/07/2023
The account has been cancelled.
Initial Complaint
Date:08/03/2023
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.
August 7th, 2022. Alder security system has not been working or been online for the past year. Alder refuses to replace faulty hardware and wants me to pay for a completely new set of hardware when the original hardware sent to me did not work. After repeated attempts to get this situation figured out, Alder agents have now tried to indicate that they cannot get into my account when I call. Multiple agents have indicated that they would call back for next steps. I have not received follow up calls from Alder in the past 6 months. I have called once per month for the past year to make progress on this challenge with no resolution.I have made my final attempt to get a working system from Alder on the contract after a year's effort of trying. I would like the charges to be discontinued and the non-working months for the system refunded, with me returning the faulty hardware.
Business Response
Date: 08/07/2023
Thank you for bringing this to our attention. This issue is being researched and we should have an answer for you shortly.
Customer Answer
Date: 08/24/2023
Me response is.. I well wait for their response.
Business Response
Date: 08/25/2023
According to our records, we haven't received a call from you since September of 2022. Please send us a list of the equipment that isn't working and we will get it replaced. We have also given you a free month of service so you aren't charged in the meantime.
Customer Answer
Date: 08/31/2023

Complaint: 20417391

I am rejecting this response because:

Sincerely,

***********************

I have informed your call agents multiple times that I have a new phone number and new email address. They have no history of notes for calls because they did not take the notes on the account due to not verifying my account when I called as I had asked them to do since September of 2022. Your agents have refused to identify a path to get my account back under my control with a new phone number and email.
Business Response
Date: 09/01/2023
You do not lose access to your account if your phone number or address changes. All you need is your account password. Again, we are happy to replace any equipment that is not working properly. Please let us know what needs to be replaced.
Customer Answer
Date: 09/05/2023

Complaint: 20417391

I am rejecting this response because:
As indicated in previous correspondences, I do not have the phone and I need to reset the password. Your agents have been unable to offer me a path to verify my identify for close to 6 months time. I will not reengage with your business until your agents can provide me with a plausible path to verify my identity and take back control of my account.

Sincerely,

***********************
Business Response
Date: 09/07/2023
We have procedures in place for these scenarios. You can get access by verifying certain personal information on your account or we can email your password to the email address on file. Please call our customer service department at ************** so they can walk you through this. If you have any problems feel free to ask for the *************************, the compliance manager.
Initial Complaint
Date:08/02/2023
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.
The business (Alder Alarm) has refused to cancel my account after I have told them over a year ago I was no longer interested in their services. The rep sent me a form to discontinue services and I confirmed I was moving to a new provider. I communicated in multiple ways and times that I was no longer interested in their services. 9 months later I find out they had been billing me all along even though I had been using another provide, but my credit card on file had expired which is why they were reaching out. Since, I have spent hours talking to them multiple times to make sure I canceled crime FEBY - May 2023. Their AP department then began to harass me for back payments which I in turn said I wound not pay and in fax they owed me over 9 months of payments. I would believe they took care of it and then will call me again the following month demanding late payments! In June the rep told me Alder doesnt have the ability to cancel as I was signed up under a previous company that they bought the account from. I called that number and got a recording. On July 11 the customer agent said ********************** could cancel this account and needed my paperwork again. I sent my cancellation by email and said I wanted to cancel. On August 2 I received a new call from Alder security demanding back payment and stating the account is still active. This has occurred for over four months as I have spent hours seeking to cancel but they will not do it. Meanwhile they continue to threaten me with collections and a bad credit report. This company does not communicate to each other and is unwilling to follow my directions. They should be removed. I have made at least 10 calls to cancel and sibmitted paperwork. No one will do it. It appears they are more concerned with losing revenue than anything else. Please help!
Business Response
Date: 08/04/2023
The account has been canceled. Please contact us at ************************************* with any questions.
Customer Answer
Date: 08/04/2023

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 as long as they do not charge me for any back payments or fees. In reality , I should get 9 months service fees back they were charged after I had canceled, but Im tired of fighting this company and just need them to stop charging me when I had already canceled.

Sincerely,

*************************
Initial Complaint
Date:08/01/2023
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 will never refer or use Alder. They are criminals. I was told that my account would be canceled in May when my contract was done. I was then charged for **** June, July, and August and they refuse to refund my money.
Business Response
Date: 08/03/2023
The account was not cancelled because we did not receive the notice of cancellation until August 1st. The account has now been cancelled.
Initial Complaint
Date:08/01/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We entered into a contract with Alder, for home security in 2021. In December of 2022, our 3 security cameras outside went down. I contacted Alder to get a technician to come repair the cameras. I was told that there were no technicians available to service my home in our area for at least 5 weeks. But a representative walked me through the steps to reconnect my cameras. I was only able to reconnect one of the 3 cameras. I was told a technician would come to fix my cameras within the next 5-6 weeks. No technician ever came. I tried several times to reach back and was constantly sent around the ringer with no solution, For over 8 months our security system has not worked properly and we have continued to pay for services that we’re not being provided. I called Alder to cancel my plan and they refused I finally threatened to close my bank account so they could no longer with drawl money from my account they decided they would send a technician to our house to repair the cameras and he would be able to put in an order for how long our cameras have been down. He said they have been down for at least 8 months and would send an order in for us. Alder is now saying they will only reimburse me $79 for our inconveniences, not 8 months worth of services reimbursed. They are trying to blame our Internet and say we’ve changed internet providers. We’ve had the same internet for over 10 years, 8 of those being at our current home. We have the highest fastest speed available through AT&T with 2 WiFi boosters located at each camera. The technicians told us we had impeccable internet for the set we were wanting and getting. It has nothing to do with our internet.
Business Response
Date: 08/03/2023
Thank you for bringing this to our attention. We are still reviewing the allegations and should have a resolution for you soon.
Customer Answer
Date: 08/03/2023

Complaint: ********

I am rejecting this response because:
there has been no attempt of resolution

Sincerely,

**** *******
Business Response
Date: 08/07/2023
We are unable to provide a credit for all those months because the rest of the system was working during that time. The cameras only make up a portion of the monthly fee. We have credited your account 3 months of free service.
Customer Answer
Date: 08/07/2023

Complaint: ********

I am rejecting this response because:
I would like further explanation on the cancellation. I received the shipment label to return equipment but no information about cancellation. I want to make sure I will not have to pay $2000+ to cancel contract.

Sincerely,

**** *******
Business Response
Date: 08/09/2023
You will need to return the equipment using the label that we provided. You will also need to call us about a week after it has been shipped back so we can verify the return and cancel the account.
Customer Answer
Date: 08/10/2023

Complaint: ********

I am rejecting this response because:

It is still unclear if there will be any penalties or fees upon returning equipment and cancellation.

Sincerely,

**** *******
Business Response
Date: 08/11/2023
Not if you follow the instructions given previously.
Customer Answer
Date: 08/12/2023

Complaint: ********

I am rejecting this response because:

You are saying that if I send the equipment to the address on the shipping label that was emailed to me; an email that has no instructions, the contents of the email are only a shipping label and an item list, Alder will be releasing us from our contract completely free of charge, no cancellation cost, no early termination fees, no penalty fees. Complete termination of our contract with absolutely no cost to us, Is this correct?

Sincerely,

**** *******
Business Response
Date: 08/14/2023
Yes. Use the shipping label and then call us about a week after you have sent it back so we can verify the return and cancel the account.
Customer Answer
Date: 08/14/2023

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:07/31/2023
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.
On 6/27/2023 an Alder salesman approached our home at approx 9pm. He was a bit pushy but we ended up purchasing the services. At the time of the install, we were told that we had 3 days to decide if we wanted to keep the service before we were required to keep the service for 5 years. We signed our agreement and the email says "we have attached a copy of your e-signed agreement" but there was never any attachment. On 6/28/2023, less than 24 hours after agreeing to the service, I called to cancel. They offered all sorts of deals (30 days free, 3 year commitment, 30 a month) and we declined. The customer service rep sent me a return label to return the equipment and told me that once they receive the equipment, my account would be canceled. Fast forward to today. They've charged my card twice. The tracking shows received on 7/13/2023 and still I was charged for a service on 7/28/2023. Called customer service twice more, the first guy didn't want to deal with me so he sent me back to the queue after holding for 20 mins. The next guy, kept me on hold, then finally told me to print my agreement (the one that never came to my email as an attachment) as stated, and sign it and send it in. Well, I couldn't print the agreement because there is no attachment and now I'm waiting for the "back office" team to send me an agreement that *** take who knows how long. Also, they still have yet to address or refund me for the 2 months of service I've paid for thus far. I'll never recommend them. This has been a nightmare.
Business Response
Date: 08/03/2023
The account has been cancelled and a full refund has been sent to your bank. Please allow a few business days for the funds to transfer.
Initial Complaint
Date:07/29/2023
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.
I called to set up an account on 7/21/2023 for an apartment I did not get approved for. I no longer need the service and equipment. I called to cancel on the order on 7/29/23 and received no assistance with the cancellation. I was told to call back on Monday 7/31/23; however, I explained that my card is supposed to be charged on Monday and equipment should be shipped that same day or the next day. I dont want to be responsible for the services or have my card charged.
Business Response
Date: 08/02/2023
The order has been canceled. Please let us know if you need anything else.
Customer Answer
Date: 08/02/2023

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:07/28/2023
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 purchased this service 7/22 and originally didnt have time to activate my system, I was told via text that I could have an extra 30 days to activate without being charged. They went ahead and charged me and when I told them about the communication I was told I needed to provide the texts. Since I was already so annoyed with them Id deleted the texts but told them I knew someone had a record of the communication. I also told them I tried the equipment and it did not work. I spoke to a technician that was zero help and I was told if I wanted to cancel at that point it would be $600. I continued to pay for the next year and when it was time to cancel, I stayed on multiple calls and holds for over an hour and a half and was finally told I was given a special cancellation and was sent return labels for my equipment and paperwork that I had to sign and scan to them. I immediately did both. While doing that I received an email saying that the agent didnt process the cancellation properly and that I needed to call another number and speak to another manager. In the time between that communication and calling the other manager, they charged my account again another $50 for a service that not only didnt work but that Id cancelled and returned equipment on. When I called back I spoke to the original person (who theyd said processed everything in error) and she did not want to send me to another manager and said she would handle. She had me resend my paperwork and says it is now under review again. This is absolutely ridiculous and I feel terrible for anyone that attempts to use this company and am furious not only that I got duped by them but was introduced to them by *****
Business Response
Date: 08/02/2023
The account has been cancelled and all fees have been waived.

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Alder is NOT a BBB Accredited Business.