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:07/28/2023

  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.

  Please see the explanation under desired settlement

  Business Response

  Date: 08/02/2023

  Thank you for reaching out to us. The account has been cancelled and all fees have been waived. Please contact us directly 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:07/26/2023

  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.

  On July 28th 2021, Alder Security installed their home security system in our home featuring 2 external cameras, sensors on the front and back doors, an alarm sensor for 1 window, and 2 smoke/CO2 alarms. For 2 years we had uninterrupted service and all of our devices worked great.
  
  
  Jump forward to the first week of July of 2023, an Alder sales representative approached my house with an offer to upgrade my external cameras to a new model, and would be hard wired into a hub inside the house. As the previous cameras were now several years old, I agreed. The sales representative said nothing about contracts, nothing about my account, just that it was a "one time $99 charge, plus installation fee".
  
  The following week, contractors began installing the new cameras and removing the old ones. After the work was done, the usual phone survey was done and I expressed satisfaction with the contractors. Shortly thereafter, the charge for the work was processed but I noticed it wasnt showing up on the Alder website in my account.
  
  I contacted customer service an requested information, and I was told that because I had the new cameras installed that I had technically opened a new account, separate from the main account I already had, and am contractually obligated to pay all 60 months of this new contract. I am now paying for 2 accounts with Alder, one that is 24 months complete, and a brand new one for just the new cameras.
  
  
  After contacting an Account Manager, I have been told that the camera account is too new to cancel, too old to return, and at the time I wish to cancel would be thousands of dollars to do so.
  
  
  In short, a sales rep lied to sell me on "upgraded cameras" as a "one time charge" without disclosing that it leads to a second account being opened in my name, and now I am financially responsible for seeing it through. The account was created under false pretenses and I want it cancelled.

  Business Response

  Date: 07/27/2023

  We have contacted Mr. ****** directly regarding this matter. Thank you.

  Customer Answer

  Date: 07/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. At this time I am going to accept their offer to cancel my second account in exchange for the return of the equipment that was installed back on the 10th of July.

  I am extremely disappointed by the response of their customer service members, as well as all of the Account Managers that I have spoken to. I have been in contact with an email support representative, 2 customer service phone advisors, and 2 Account Managers, all of which had told me before this morning that there is nothing they can do to cancel a fraudulently created account. One of the Account Managers even claimed that the company doesnt provide the ability for them to cancel accounts, and it was best to contact their legal department. It wasnt until this complaint reached a Compliance Manager that action was taken. I do want to thank the BBB for assisting in this matter.

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

• Initial Complaint

  Date:07/26/2023

  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.

  Got this service and within one year service stopped working , company informed me to trouble shoot but would never send someone to fix problem. Did ****************** asked but they never fixed my issue. They refuse to send tech to my home to get my security system running.

  Business Response

  Date: 07/28/2023

  Thank you for bringing this to our attention. This issue is still being reviewed and we will have a resolution for you shortly.

• Initial Complaint

  Date:07/25/2023

  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 originally ordered *** security for my home in 2020 and after the phone call they asked if I would remain on the line for a survey, so I did. The person talked to me and somehow explained that I could get added security and that this was an extension of ***…when I got the equipment sent by ALDER security, there also was an added bill at a monthly rate of $56.12. After the equipment sat in a box for several months, I called to cancel the service and they said it would be over $2300 so I was convinced by their sales staff to continue. I was unaware I was LOCKED into a five year contract. I would have never knowingly signed up for a five year contract. Cell phone and cable companies don’t even do that! This is unacceptable. I was hospitalized with Covid and out of work for 7 months and once again called to cancel, but they don’t take no for an answer. Alder will not let you out of a contract unless you pay the balance of the agreement. I would like a refund since I’ve never used this service.

  Business Response

  Date: 07/28/2023

  There is a thirty day trial period to cancel without penalty, after which, the contract is in place. This is why you have been unable to cancel. The contract terms were explained in the written agreement as well as over the phone at the time of the sale. We can provide copies of both if you wish. If the monthly cost is an issue we can work with you but we are unable to cancel at this time. Let us know if we can help in any other way.

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I can not afford to keep paying this monthly fee. I was in the hospital sick with Covid/pneumonia and out of work for seven months. I plugged this equipment in once but found it difficult to navigate so I have never been able to use it. I have asked several times for a copy of the contract I signed but never have received it, furthermore, the company is heartless and has very poor customer service. If Alder would have worked with me, I might have considered keeping the equipment, but they are unbending. Alder asked me to invite a friend to take this contract over, but why would I do this to a family member, or a friend…how would I explain that it’s permanent?  This company has caused me stress, anxiety, and worry. I would just like to cancel my contract without any further payments due or a penalty. Haven’t I paid enough for nothing?
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/04/2023

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

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:We still have not resolved the issue of cancelling my account.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/09/2023

  The account was canceled on August 7th.

  Customer Answer

  Date: 08/15/2023

  
  
  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 and this will not get reported on my credit report.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/24/2023

  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.

  Roughly 51 weeks ago I spoke with Alder Home Security. They offered me what sounded like a reasonable deal. I told them I'd like to think about it, and would that be possible? They said I could lock that price in, but not sign up if I gave them my credit card number to hold the deal. As long as I called on or before August 17, 2022 to decide against it, I would not be charged anything. On August 16th I called to cancel. The man I spoke to kept giving me excuse after excuse about why the billing department couldn't cancel me right then, but rest assured, they would. He promised me that my card would not be charged, and my account would essentially be erased, as it would not begin.The following morning they charged my account. The next day they first shipped the equipment. Over two days after I told them I did not want service. I called to try figuring out why a company is sending me unsolicited equipment and charging me for a service I did not agree to. They said to send it back, and they'll cancel my account. My account I DID NOT SIGN UP FOR. They even said I'd be refunded my costs, minus a possible $50 restocking fee. Then I sent it back. They said there would probably be no refund on my next phone call, but they will cancel the account when they receive it. Then they received it and told me they will not cancel until I pay off the account. They threatened to send my bill to collections and repeatedly threatened to ruin my credit. They also said they will continue charging my account for an indefinite amount of time, basically as long as they want, until I pay it off. This is all for a service I never agreed to, and explicitly DENIED. They have called me every, single day, sometimes multiple times per day, also texting me, harassing me to the point that I'm going to lose my mind. I cannot afford an attorney, but I don't know what other recourse I have. Everything they are doing is against my will, without my consent, and through extremely harassing measures.

  Business Response

  Date: 07/27/2023

  The account has been cancelled and the past due balance has been waived. The equipment wasn't returned until 9 months after the label was provided so we are unable to provide a refund.

• Initial Complaint

  Date:07/21/2023

  Type:Product 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.

  My complaint isn't about the price. It is about the faulty equipment, lack of support, and resolution of problems with our home security. We call weekly because our alarm panel gives us errors and doesn't work a majority of the time. We get placed on hold for long periods of time and passed onto another "expert" to be put on hold even longer. They will not send out a technician and tell the errors messages happen when ever there is an update to the system. We would opt out of our contract but the buy out is extraordinarily high. We just want our equipment and service to work as we pay for. Please advise us what to do to get the company to address our needs please

  Business Response

  Date: 07/26/2023

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

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20356210
  
  I am rejecting this response because: we have been told this before and never receive a call.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2023

  We spoke with the customer on the 26th and the replacement equipment is being shipped.

  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:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales rep who sold me on this company knew everything to say to have me sign up. I was told I could add more cameras later on, as many as I wanted, that I could cancel if I wanted, etc. I began to have issues soon after purchasing. Ive never had a good experience any time Ive had to call support/customer service. The wait is awful, the reps are rude and dont seem to care. They do not do their best to help. They stopped auto drafting my payment without notice. I didnt realize until I received mail saying I owed a few hundred dollars. When I called, they could never tell me what had happened. And only tried to say I had stopped the payments. I had to be set up on a payment plan to pay them back what I owed. It was very inconvenient and affected me financially due to my fixed income. I have complained about the camera picking up the slightest noise or movement but will not detect any cars in my driveway, not even the mailman. That defeats the purpose of paying for this service. They will also not refund any money at all, and will not allow you to cancel without paying hundred of dollars, or having someone take up the service from you, as well as payments. I would never recommend this company to anyone. Its been the worst experience. I regret signing up.

  Business Response

  Date: 07/26/2023

  Thank you for bringing this to our attention. We apologize, we are unsure why the automatic payments stopped. We have waived the past due balance and we have lowered your monthly rate by $10. Please let us know if you need anything else.

  Customer Answer

  Date: 08/28/2023

  The bigger issue has been the inconsistency with the services that were promised. I have already made several payments towards the past due balance. I continue to have issue after issue. The reps can never have a fair resolution to the issues. Just this week, I finally had a tech come to try and fix the issues I was having. He worked on my system for a while and then had to replace my equipment with brand new replacement. Even then, he was not able to figure out how to fix the issue. The tech himself told me he did everything he knew to do and he suggested the best thing would be for me to continue to call the company until I finally got an associate who would care enough to attempt to fix my issue. I would be satisfied with the cancellation of this service without me paying anything else to the company. I feel that would be the fair thing to do. I am so dissatisfied, there is nothing to make this better for me. This has been the most awful experience. The representatives continue to be of no help, and I feel they honestly try to fix the issue.

  Business Response

  Date: 08/31/2023

  According to our records the system is signaling. I do see that one of the cameras wasn't working the way you would like. If you want to return that camera I can reduce your rate accordingly.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20347702
  
  I am rejecting this response because: I had to wait several weeks for a technician to come to my home. When the technician showed up, he said the reason he was told for the service call showed my camera wasnt recording live feed. That was not the issue and I showed the tech how the camera wasnt detecting nor notifying me of any movement in the specified area I set, which was my driveway and yard. It was picking up movement from the street across my house and movement down the street that could barely be seen in camera view. He attempted to fix the issue and had to then replace my camera with a new one. The issue continued. He was here for some time troubleshooting and finally stopped and said he did everything and he didnt know why it was detecting everything else, except what I needed it to. Also, we were not able to see anything before or after something was detected. We would play the recording and it shows nothing but second of when it detected movement or sound. That is very useless. The technician told me the issue I had was not what was described to him. He also waited over an hour in my driveway for me to show up from work because Alder didnt notify me the technician was there waiting. He also told me I needed to call alder again and again until I got someone on the phone who would really help me. He himself, knew the issues with this company. This service is useless. For example; I had a plumber come do work at my home and they unloaded equipment in the driveway and some in the yard because they had to work on outside of the front of my house. They drove to the hardware store for something they needed, came back, and had equipment that was stolen but was never picked up on the recording. I already had a new camera put in, fees refunded, and a few dollars off my monthly bill. That fixed none of the issues. Im still stuck being charged for a service that is useless. Also, I once again had an issue just a week ago with Alder taking an amount higher than was arranged and agreed on, at the wrong time of the month, causing me issues and fees with my bank. The agents on the phone didnt seem at all concerned and continued to tell me there was nothing they could do. I stayed on the phone and practically had to beg them to refund my money to avoid any more fees. And they continued to tell me this was bc of something I had done. But then contradicted themselves and said they saw where I originally asked for bi weekly drafts to add up to my total monthly payment. The agents were also very rude and would mute me while I was talking and they wouldnt respond until I asked if they were still there. Then they had an attitude and told me they were listening. This continued the entire call. I read online several bad reviews and complaints on Alder. A lot of the same issues with hundreds of customers. I dont know of anything that would fix this entire awful experience. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2023

  Thank you for this additional information. Again, if you would like to remove the camera from your security package we can do so and drop your rate accordingly. Please let us know what you would like to do.

• Initial Complaint

  Date:07/18/2023

  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.

  Signed up for Alder Home Security in 2021 as a do it yourself customer. Account number: ****** When we lose cellular communication with alder, the system remains off line, meaning alder nor us are getting notifications if the security system is triggered. I do not receive any notification from alder when the system has gone offline or has panel communication errors.This system is at our 2nd home where we are at very little with no security system that works. Ive called them several times for assistance, usually on weekends when we are there. When they say theyll call me back, they do not. Or if they request I call back during the week then I am not at the second home to trouble shoot. They have sent me 2 SIM cards in the last year stating the system needs to be updated. I put in the new SIM card they sent me and the system still does not work. I called, they told me the firmware is up to date with the new SIM card even though it still does not get cellular communication. They explained to me that our system may not be compatible with the cell towers in our area and shed have a senior technician call me. No one called so I called back July 9th. She told me there was not a senior tech available and that one would call me back that week. I never received a call back. I called again July 18th and asked for them to cancel my contract again but they told me they would send a technician out to look at the system. The technician is only available the 3rd Tuesday of each month in our area. Had they called the week of july 10th as they said they would I could have been there today. Now they scheduled to come out Tuesday august 15th when I am not available to be on site. My frustration lies in that I signed up and paid for a security system at my second home. When our panel loses cellular communication the system is useless to **** have asked that they cancel my 5 year contract and they continue to string me along with resolutions that have not been successful.

  Business Response

  Date: 07/20/2023

  We have spoken with ************** and we let her know that we are trying to accommodate her schedule. Please have her continue to work with our scheduling department so we can get this fixed. If we aren't able to get this resolved in a timely manner we will reconsider her request to cancel.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20341945
  
  I am rejecting this response because you have not resolved the issue in a timely manner. Our security system has been off line all summer. Youve already sent me new SIM cards and told me my firmware is up to date. I was told I would have received a call back from a senior tech the week of July 10th, I did not. I had to call alder again this week and was told now youd send a technician out but not until august 15th, the tech is only available in our area the third Tuesday of the month. Again, this means our cabin does not have a working security system. Why was this not offered to me at the beginning of July when the new SIM card didnt help the system? My cabin has been sitting all summer with a security system that does not work. This is unacceptable service. I have waited long enough to have a working system. I have called with system failures for the last year plus. I do not have confidence that alder can provide a working security system. I do not want to wait any longer for this to be resolved, *** waited long enough and alder has not returned calls to me like they said they would. I have been patient long enough and given you plenty of time and chances to correct this issue. This has been nothing but a time consuming headache to deal with when Im at our cabin with little resolution. Again our cabin is sitting unsecured due to alders lack of timely correction. A security company should resolve such an issue with in 24 hours. I feel our cabin is vulnerable without a working security system.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/21/2023

  We apologize for the inconvenience. Your account has been credited for the downtime and if the scheduled appointment doesn't resolve the issue we will reconsider your request to cancel.

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20341945
  
  I am rejecting this response because you have yet to schedule an appointment for a technician to come to our property on a date that I am available. Yes, I have been in communication with your scheduling department but we have yet to settle on a date for the technician to come out that works for both myself and Alder. Again, this continues to take time to resolve the issue and in the meantime the cabin is not being secured by your security system. 
  
  As a security company, our property's security should be of utmost importance to you and our property should not have to sit without a working security system. I still request that you cancel my contract as your security system is not providing the service I signed up for. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/03/2023

  We called on the 26th of July and left a message regarding technician availability. Please return our call.

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20341945
  
  I am rejecting this response because I am not available in the date you proposed. I gave you my availability back in July and alder and I have yet to set a date that works for us both to have a technician come out. Again, this is a second property 2 hours from my home. We still have yet to settle in a date. This is ridiculous that my property remains not secured by a security company. This is unacceptable.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2023

  We understand but please return our call so we can align our schedules.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20341945
  
  I am rejecting this response because I have told you numerous times my available dates and you have not accommodated my schedule. This system is located 2 hours from my home. Again, our property remains not secured by your system during all this time. 
  

  I am requesting that you please cancel my contract. I do not have the time and energy to continue to try and resolve this. This has been going on all summer. Your customer service is unacceptable. Please cancel my policy immediately.

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

• Initial Complaint

  Date:07/18/2023

  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 had very serious problems with this alarm system. We cannot leave our house too long without this thing ringing to the fire department. No fire nor carbon monoxide was detected each time. It’s cheap equipment that hardly work. I asked on occasions to fix the problem and they was telling me there would be a charge to come out. It’s not my fault that it goes crazy. I changed batteries as they instructed still the Same thing. I been asking to get out of the contract with no success. They want over 1000.00 to do so. I work hard for my money and this business need to be shut down. Everyone that I know has this system is very disappointed. They offered to send another fire detector but I been back and forth with these people and very frustrated with them. Therefore I been paying them for nothing because I don’t want that trash in my house anymore. I want to go with another company but hooked with this crap of a company. Something or someone needs to look into these people. Thanks

  Business Response

  Date: 07/20/2023

  Thank you for bringing this to our attention. We have given you two months of free service to compensate for the inconvenience. We'd like to send a technician at no charge to make sure everything is working properly. Please let us know a date that works for you.

• Initial Complaint

  Date:07/16/2023

  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.

  My husband and I took up a lease at our apartment complex in August of 2022 and we sought a home security system that we can use. Our lease is supposed to end in August 2023 after which we need to move. We called Alder security to cancel our subscription since we wont be needing the system further. They tried to suggest us taking the system to where we would be moving to, or having the next tenants continue our service. When we said neither of those options will work, they told us that we had signed up for a 60 month contract with them, and have a balance of over $3000 to quit the service. They also said theyd could put a hold on the payments until we are ready to resume service with them on a future date, and theyd update the contract to reflect the rest of time left. But we didnt want that option either. We were totally blindsided about the 60 month contract because we know for a fact that we didnt sign any such contract. We requested that they send us the recording of the phone call to verify that we agreed to those terms and they said they would, but they never sent the recording. So they insist that wed continue to pay for the period of 60 months despite that we wouldnt be needing their services.

  Business Response

  Date: 07/19/2023

  We have emailed a copy of the phone call referred to in the complaint to **********************. Please review and get back to us with any questions.