Business Profile
Burglar Alarm Systems
AlderThis 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
- 992 total complaints in the last 3 years.
- 132 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/13/2023
Type:Service or Repair IssuesStatus: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.
8/6/22 signed contract. Contract stated Alder would buy out contract with Vivint Security . Buyout information was sent to Alder. $ 566.17 for equipment and 11 monthly payments of $50+ we have attempted several times to contact them. All times have been told they would look into it and would contact us. We have been dealing with this since 8/6/22. We have paid the $566.17 ourselves and continue to pay $50+ to Vivint and $49.99 to Alder. We want a refund. Would love to get out of this contract without being penalized due to their untrustworthiness.Business Response
Date: 07/18/2023
We recently called requesting a copy of the citizen's loan but we were routed to your voicemail. Please return that call. We need to know that the amount we pay will fully satisfy what is owed to Vivint.Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus: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 mislead me and told me that I was under a 3yr.contract because I ask the sales person constantly if it was 3yr.contract he kept stating yes so I change from the company that had which was a 3yr.contractthat I finish I also told the sales presentation I only do three years. So I called the company today to find out that its 5yrs and I let them know that there sales person lied.and will like tobe released from the contract. Because of dishonesty. And I was had to get the company to tell me anything because they kept asking I'm going to leave and I stated yes would like too because the lies and not trust.**** kept trying to push about I talked to them and they stated it was a five yr.thats not true all they ask was how the worker was doing more like rating his salesBusiness Response
Date: 07/18/2023
During a recorded survey we asked if you understood that your contract has a term of 60 months. You responded "yes." This recording can be provided upon request. If there is any aspect of the service that isn't meeting your expectations please let us know.Customer Answer
Date: 07/19/2023
Complaint: 20314195
I am rejecting this response because:
Because they told me it was a three yrs.and state me several times that was trying nly way I would have accepted it.and there calling me trying to see if I could get meone to are over the cntract
Sincerely,
***********************Business Response
Date: 07/20/2023
We have emailed you a copy of the call mentioned in our response. Please review.Customer Answer
Date: 07/21/2023
Complaint: 20314195
I am rejecting this response because:the company was dishonest and there were asked the whole time they were installing the system was it three yrs yes was the answer.i no longer want to deal with a dishonest company
Sincerely,
***********************Business Response
Date: 07/21/2023
The phone call and the contract both show a 60 month term. If you can provide us with proof that a three year term was discussed we will honor it.Customer Answer
Date: 07/25/2023
Complaint: 20314195
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:07/12/2023
Type:Product IssuesStatus: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 June 13,2023 I sign up with Alder then I change my mind on June 15. I sent in the cancellation letter and they received their equipment on June 19. My account should have been canceled and it's still active and they have taken money out my account not once but twice I have called them several times also I have plenty of emailed from they saying it will be cancel in 7 days then they say 24 to 48 hours then they say they have no control it's a computer I'm tired and I want my money back and the service cancel I have talked to so many account managers and all of them says the same thingBusiness Response
Date: 07/13/2023
The account has been canceled and a refund was sent to your bank on 7/12.Initial Complaint
Date:07/11/2023
Type:Billing IssuesStatus: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 5 year contract was paid in full in Jan. ** this year. But they are still contacting me for a buy out fee of $100. And also sending bills for monthly payments. Please help Thank you.Business Response
Date: 07/13/2023
Thank you for bringing this to our attention. The account has been cancelled. Please contact us directly with any questions.Initial Complaint
Date:07/11/2023
Type:Service or Repair IssuesStatus: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 husband is 84 yrs old and also suffers from dementia. While I was away from home a sales agent came and talked him to buying a security system. He doesnt even know how to use it. When we discussed canceling they said he signed a contract for five years. He didnt even know this. To make matters worse I received a letter in the mail with my name saying I owed. So I called and asked why they sent a letter in my name and how I owed. They said my name was on the account and signed as well. I wasnt even at the house! This is beyond ridiculous. A company should not be operating in this matter. I can even prove its not my signature from so many applications Ive signed in the past. Elderly people or anyone for that matter shouldnt be taken advantage of like that. They should explain what their having people sign and most definitely shouldnt have someone elses name in documentation and they werent even at home.Business Response
Date: 07/13/2023
We called and spoke with ******************. We've lowered the monthly rate to $39.99 and have given you two free months of service. We've also removed ****************** from the account. We'd also like to send a technician if there are any problems with the system. We look forward to hearing back from you.Customer Answer
Date: 07/19/2023
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:07/10/2023
Type:Service or Repair IssuesStatus: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.
12/06/2020
Jack K***** came to our house and explained to us the Vivint was selling out to Alder and they needed to relace equipment. the equipment has never worked properly, the doorbell rings outside.
The cameras haven't worked since they put them in!Business Response
Date: 07/13/2023
In order for us to pay off the agreement with Vivint we needed a copy of the contract and final bill. We received the contract but not the final bill. If you can provide us with the final bill we will send you a check. We would also like to upgrade the panel and send a technician to make sure the cameras are working. As a gesture of goodwill, we have waived the past due balance of $279.76. An agent will be in touch with soon to schedule a technician. Please send a copy of the final bill from Vivint to ******************** so we can get that check out to you.Customer Answer
Date: 07/14/2023
Complaint: ********
I am rejecting this response because: I do not want the equipment in or on my house! I am beyond disappointed in their customer service.
Sincerely,
******** *********Business Response
Date: 07/18/2023
Please work with our scheduling department and please send the documents we requested so we can resolve this. If there are any issues going forward we will reconsider your request to cancel.Customer Answer
Date: 07/20/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *********Customer Answer
Date: 07/23/2023
Alder has not tried once to help us out since the system has been put in. The doorbell was never properly installed, rings on the outside. I tried trouble shooting for an hour with phone tech. Called Customer Service, they would not send anyone out, unless I paid for the service. I was not paid for my hour service. After so long, I decided to stop payment for nothing. Customer service was horrible, had one Alder employee laugh at me on the phone. Unless I paid my bill, I could not talk to anyone. I want nothing more with Alder. I will take security system down myself. Alder came in and used Vivint wiring for their service.Business Response
Date: 07/24/2023
We have attached a return label for the equipment. Make sure to contact us about a week after you have sent it back so we can verify the return and cancel the account.Customer Answer
Date: 07/26/2023
Complaint: ********
I am rejecting this response because: I just got off the phone with Alder to have our system shut down for removal of equipment. I have really had enough games with this company! They have no intention to help me.
Sincerely,
******** *********Business Response
Date: 07/26/2023
As mentioned in our previous response, we will cancel if the equipment is returned. Please use the return label that we sent you in our previous response.Customer Answer
Date: 07/27/2023
Complaint: ********
I am rejecting this response because: I want to make sure system is turned off before removing equipment. I don't want any false alarms. Please let me know when system is turned off.
Sincerely,
******** *********Business Response
Date: 07/28/2023
Please contact our technical support team. They can give you real time confirmation that the system is disabled when you attempt to remove it.Customer Answer
Date: 07/29/2023
Complaint: ********
I am rejecting this response because: Unbelievable! this company is so bad. I tried to remove panel, false alarm went off. The technician who did the wiring also connected the Thermostat to the panel. Why? i have to keep panel plugged in to keep my a/c on. I have tried to work with this company. your equipment can sit on and in my house forever, I don't care..
Sincerely,
******** *********Customer Answer
Date: 08/17/2023
I have to get a professional electrician to remove Alder's board. they spliced into our thermostat line. When the board is turned off, the ac/heater unit turns off! We leave in southern Texas!!!!Business Response
Date: 08/18/2023
Thank you. Let us know when you are ready to remove the system and we can walk you through the process.Customer Answer
Date: 08/23/2023
Complaint: ********
I am rejecting this response because: please send phone number for me to call and remove equipment.
Sincerely,
******** *********Business Response
Date: 08/23/2023
###-###-####Initial Complaint
Date:07/09/2023
Type:Product IssuesStatus: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 had multiple tamper alarms and police called to my house for equipment malfunctioning between February-March of 2023. I have received two tamper alarms tonight on 7/9/23 while at work when I cannot access my phone all the time. Also, my door sensors will not work even when attached to the door and closed the passed couple days. The tamper alarm continued to malfunction while I was asleep during the day before going to work. Company offered to put it on test mode and email me a copy of the results, but I never got any email of the results when the issue first occurred several times between February-March of 2023. Representatives kept explaining that there was no issue with my equipment, when it kept randomly setting off the tamper alarm when nobody was near the switch on the back of the control panel. I tried to call to cancel my service and they wanted my to pay over $30,000 to get out of a 60 month term. I asked for them to send a representative out to look at the equipment or to send me replacements and they refused to assist me with that. I have been on the phone with IT, customer service, and the supervisor to solve this issue and trouble shoot the system and it did not fix it. I pay $63.59/month for the system not to function properly. This posses a security risk for me as I live on a street where criminal activity occurs frequently.Business Response
Date: 07/13/2023
Thank you for bringing this to our attention. We have given you 4 months of free service to compensate for the issues. An agent will be in touch with you soon to schedule a time for a technician to go to your home.Customer Answer
Date: 07/16/2023
Complaint: ********
I am rejecting this response because: I was already given on month free of service and the issue was not resolved. I got that free month in May of 2023, and a couple days after you all took the payment out for June on June 3, 2023 the issues started up again. I was also told it is not possible to send a technician out over the phone several times. I want out of my contract without being required to pay for the rest of my term, as no issues have been resolved. I am not getting quality service. Because of this previous incident, it shows that taking my payment away for a brief period will not solve the issue.
Sincerely,
****** ******Business Response
Date: 07/19/2023
We believe the credits that we've applied are more than fair. Please work with our scheduling department so we can get this fixed. If there are any issues going forward we will reconsider your request to cancel.Customer Answer
Date: 07/20/2023
Complaint: ********
I am rejecting this response because: I would also like to point out that my door sensor is not working in addition to the rest of your equipment not working. I have you all on a recorded line saying that you refuse to send a representative out. I will be sure to save this response because nothing has been followed through with at this point. My next step is an attorney. I have stated this before. It’s sad that I have to go this far.
Sincerely,
****** ******Business Response
Date: 07/21/2023
An agent will reach out to you soon. The account has also been credited as promised. If there are any issues going forward we will reconsider your request to cancel.Initial Complaint
Date:07/07/2023
Type:Order IssuesStatus: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 cancel service mid last year on an account that my deceased husband opened. They advised me I needed to pay about 320 dollars and the account would be closed, I paid it and even their technical support assisted me in removing their equipment. I started to get calls again around January 2023 to pay on my opened past due account. I since have had 2 more deaths in the family and not even live at that house anymore. This is something that was communicated to them before. I talked to them again about April in which I asked for all the calls to be pulled because I was tired of having to explain they they had already told me just to pay 320 which I did and they advised me it would close but they are now saying the same. They want me to pay another 3 hundred something . I told the lady I wanted to have my calls to be pulled and they have refused. She stated and I quote "so you are refusing to pay" and we answered "no you are refusing to pull the call to which I'm formally asking you to pull". I still till this day continue to get weekly calls and which I keep asking where are the calls I requested.Business Response
Date: 07/12/2023
The account has been canceled. Please contact us directly with any questions.Customer Answer
Date: 07/14/2023
Complaint: 20287858
I am rejecting this response because.What about the balance they were charging me for?
Sincerely,
*************************************Business Response
Date: 07/14/2023
The balance has been waived.Customer Answer
Date: 07/16/2023
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:07/07/2023
Type:Service or Repair IssuesStatus: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 the alder home security when I got my internet but it has not worked a single time in my house. I have contacted customer service multiple times and they tell me i have to get the device working to prove that it does in fact not work. Each time I try to call a tech using the number they provided it never goes through. We have been paying $40 a month for a service that has not worked a single time.Business Response
Date: 07/12/2023
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:07/06/2023
Type:Product IssuesStatus: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.
September 2022, I was called to try and set up services and I agreed, however, during the alleged trial period, I wasn't satisfied with the service so I tried to reach out via the customer form on the website to attempt and cancel my services before being permanently locked in the contract. I didn't get a response so I sent an email to the email advertised on the website, but haven't gotten a response. I tried calling the number and that worked so I was able to get my services cancelled... allegedly. A month later, I kept getting money taken out of my account for the services so I called again and wasn't even able to reach the customer service line. Just stated the line was unavailable. What?? I'm working to dispute these charges with my bank as this is just ridiculous, I don't even have the equipment hooked up since and it's just been sitting in the box it came in, I'm about to move to a completely different state and I'm expected to keep making payments when they lost all evidence of me calling in, emailing in, and even using the form on the website. And this is considered business? This is ridiculous. I don't even want my money back, I just want to get rid of this constant payment on my account because I don't use it, they can have the equipment back for all I care.Business Response
Date: 07/12/2023
We have no record of these requests to cancel within the 30 day allotted period. Please send us a copy of the emails mentioned in your complaint.
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