Complaints

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

close

Find a Location

Alder has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alder

  450 N 1500 W Orem, UT 84057-2829

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

• 

  Alder

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

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:07/06/2023

  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 07/2021 I moved to a new location. Alder was supposed to send a tech out and get my equipment set up. They sent faulty equipment and I have continued to call to seek an answer. They refuse to resolve anything, transfer me to multiple different departments and just play games until I finally hang up.

  Business Response

  Date: 07/11/2023

  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:06/30/2023

  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've been with Alder (Alarm.com at the original time) since 2017. Called into today trying to cancel service as I no longer need their services anymore (have my own camera and system in place now). Went through 3 people (1 chat, 2 via phone) and ultimately was told that auto renewal took place back in April of '22 (1st phone rep) and then July of '22 (2nd phone rep) and was told that it would be about $2000ish to cancel the service. I never once got notice of the pending auto renewal. I knew that my original contract was 5 yrs (which is too long as it is, but I digress). I just want to cancel this service without penality as no one I know would remember such a thing after 5 yrs. Technology has evoled and so have my security needs. Once more, I just want to cancel my service without penalty. If a reminder would have appeared in my mail, I would have acted there. Almost every other service I have warns me of auto renewal by at least 30 days....

  Business Response

  Date: 07/03/2023

  The account has been cancelled and there is no penalty.

• Initial Complaint

  Date:06/23/2023

  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 had this service since 2018 and when we moved to the current location we took the security system with us. We have 7 children we would like to Make sure our house is in a great security system. We started having issues back in nov 2021. Tried to fix it ourselves with trouble shooting etc. we finally called in feb 2022 for a technician to call out. And was told itd cost 100 or more dollars to fix. For a system that was not working.So the whole system has been down and taken down since feb 2022. We have paid ******* since and when we asked to cancel since we are not receiving the service they are trying to make us pay An additional ****** to cancel. Even though we havent had service documented on there end since feb 2022.

  Business Response

  Date: 06/27/2023

  An appointment has already been scheduled to fix this. We have also credit your Alder account for all the months the system was down.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20229972
  
  I am rejecting this response because: they have pushed reactivating out for another month to get our system up and going. We called to confirm they credited our account  

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

  Business Response

  Date: 06/29/2023

  That's correct. The credit has been applied.

• Initial Complaint

  Date:06/23/2023

  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 had been with the alarm company for many years, recently the alarm started acting up. We needed a technician to come and help us but they said we are only paying for monitoring not for a technician. Super bad customer service. We are seniors and dont know much of technology. Is very disappointed

  Business Response

  Date: 06/27/2023

  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:06/21/2023

  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.

  There has been a "communications error" message that come on verbally from the control panel for over a year. Numerous attempts to get the company to correct the problem has resulted in nothing but lip service and "fixes" that never work. They refuse to replace the faulty equipment. They continually break promises. The refuse to cancel the service. They want money from me to cancel a system that does not work and has not for the last year. They claimed I had an old main panel, than they said that my software was outdated. Eventually they sent two **** cards and neither worked with the console. They promised to send a technician to fix it and told me that they don't have one in my area, so they would call and let me know when they could get someone to my area. A month later no word, still bad system and again charged for another month. Called again and they said I have a cell tower problem (a new excuse not used in the last year). When I told them that I was in the house with the control panel talking to them on my cell phone they backed off that excuse for a couple of minutes then they came back to that as the reason why my service does not work. Then I was asked if I was courted by another security company and that is why I had these problem. When I said no. They wanted to know what I plan to do for security. I told them that is none of their business. They offered to send a person to fix it, I told them that they had promised that last month and didn't send anyone. They said that if I cancelled I would owe money (over $1,000.00) for the equipment (that doesn't work) I told them they could have it all back. They threatened to send me to collections if I stopped my automatic credit card payments. We are disabled and need to rely on a security system for protection. ******************************** a "supervisor" said they would send a technician, but that they don't have any so they don't know when they can find one, but if ever they can find one they will send one. This is un acceptable.

  Business Response

  Date: 06/22/2023

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

• Initial Complaint

  Date:06/19/2023

  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.

  June 2022, I purchased Adler security to monitor my new rental address. The representative told me it was a three year contract. I explained to her that I was only renting the house for one year and I only wanted a year contract. She said that was fine & my contract was for 1 year with free equipment. No problem with anything at this point
  I received a call from them to see how things were going. I explained that I had recently moved & need to make sure I was not going to get charged anymore for the monitoring. They transferred me to another department. That representative said I had another year with my contract. If I wanted to cancel, I would be billed $600 cancellation fee. The representative said she would charge me $99 moving fee & replace some of my equipment (not the camera or panel), but would include the glass breaks, door monitors, motion, etc since they were installed at the rental house & I couldn’t bring them with me. I explained that I was told that I only had the monitoring for 1 year & no longer needed this service. She said there was nothing I could do & would be billed the $600 cancellation fee. I asked her if she could waive the $99 moving fee & I would go ahead and accept the equipment to get it set up again since I was going to be billed for it anyway. She said she would waive the $99 fee & ship me the new equipment at no charge. When we were finishing up the call, she slid in that I was agreeing to another 24 months of monitoring!!! I said no, I will only do 12 more months since that is the cost you are charging me since you said it was a two year contract when I specifically was told it was a one year contract! She then said she was unable to waive the $99 fee & ship me new equipment free of charge since I was unwilling to agree to another 24 month contract. I explained to her that this is not at all what I agreed to in June, 2022 and I would be filing a complaint with the BBB. Please help!

  Business Response

  Date: 06/21/2023

  The agreement was for 24 months. This was stated in the agreement and we confirmed this during a recorded phone call at the time of sale. A copy can be provided upon request.

• Initial Complaint

  Date:06/19/2023

  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.

  Hello,I am writing to make a formal complaint about Alder Security and to ask if you can help. We have had services from Alder since 2021, including a doorbell camera, fire alarms, glass breakage alarm, and back door camera.My husband ************************* and I signed up for an Alder Security System in 2021, hearing great promises from the door to door salesperson. We were never told it was a 5 year contract or that if we moved and chose not to take the system with us, it would cost us a fortune.We are now moving and choose not to take the system with us because:1) the fire alarms go off all the time for no reason - the fire department has had false alarms from us twice (where they actually came to our house). I talked to the technical support twice about this, with no resolution, and finally just turned them off. So now I am paying for them even though they don't work (Alder has refused to adjust the cost for using less services);2) the camera goes offline all the time and the battery life is abysmal. Even when the camera is online, it only records about 25% of people who come to the door. Contacted technical support about this as well without resolution; and 3) we were promised there was software coming that would allow the camera doorbell to ring though the inside control system - it was never developed. (our doorbell is not hard wired). So the doorbell only rings outside the door, which doesn't alert anyone inside the house.I asked the customer service agent to cancel our account because we are moving and don't want to take it with us. We were informed it would cost us $1900. I was ready to file a complaint with the BBB but saw that Alder requested notification first at *************************************** So I contacted them, with no response.

  Business Response

  Date: 06/21/2023

  We will be happy to move your system at no cost and to have the technician look at the issues listed in your complaint. We have also given you two free months of service so you aren't charged during the moving process. Please reach out to us to schedule an appointment when you are ready.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20205285
  
  I am rejecting this response because: this is no better than they would offer any customer who is moving.  We request to close our account because of promises not fulfilled, fire sensors malfunctioning, doorbell camera only recording about 25% of the people at the door, and having to pay the same amount despite the fact that we no longer use the faulty sensors.  This security system is not providing quality security monitoring for us, and in fact, has caused the fire department to respond to false alarms.  Why should I pay for something that doesn't work?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/21/2023

  This is the most we can do for you at this time. If there are any issues going forward we will reconsider your request.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20205285
  

  I refuse to hook up the fire alarms again and have the fire department respond to many false alarms - that is irresponsible use of the fire department.  Can you reduce the price I pay every month since I will no longer be using fire alarms?
   
  Sincerely,
  
  *******************

  Business Response

  Date: 06/26/2023

  We have lowered your rate to $39.99. We hope this helps.

  Customer Answer

  Date: 06/27/2023

   
  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:06/15/2023

  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 have had a home security system and system monitoring service with Edge Home Security AKA ALDER HOME SECURITY since 2019. On May 19,2023 I had a fire at my residence. The fire burned through the electric lines and since the date of the fire, I have had no electricity,and therefore, no alarm system monitoring I called Alder to cancel my service and was told that I would have to pay over $500 for the remainder of my contract. I have the option of keeping my service, paying $49 per month for the company to do nothing for me. They cannot fulfill their end of the contract, but I am still required to pay for their non- existent service.

  Business Response

  Date: 06/20/2023

  We have spoken with ****************** and came to a resolution. Thank you.

  Customer Answer

  Date: 06/20/2023

   
  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:06/14/2023

  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 the system installed on July 15, 2022. The invoice they wanted me to sign was not what I was told. They had to resend the contract several times before they could get it correct. When the first payment was taken it was incorrect and they never refunded me the difference. By August 8 none of the cameras were working. They told me the earliest they could get someone out was going to be 3 weeks. I had an appointment scheduled and no one showed or called. When I called them back they said that it would be November 22, 2022 before they could get someone out to fix the issue. I told them that I had gotten the system because of theft and that I was going out of the country and that I needed the cameras fixed before then. They just had me talking to different people, but nothing happened. Shortly after that my neighbor was killed in front of my house. The police came to check my surveillance, but I had to tell them that my cameras were not working. I went to the bank and had the payments stopped. They used a different account number and took the payment anyway. The bank refunded me my money and told me what they had done. I was getting calls everyday, then they started texting me with different options or lower payments. The system didnt work even a month. They didnt live up to their contract and I dont feel I should have to pay for services I didnt receive or equipment that didnt work. Several times I called and I even sent a letter through the postal service canceling the service. They kept saying that I had to pay the complete balance before I could cancel the service.

  Business Response

  Date: 06/15/2023

  We are able to send someone to look at the camera and we will waive the past due balance if you will setup a valid form of payment and commit to making your payments going forward. We haven't received payment since September of last year.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20185427
  
  I am rejecting this response because:
  The equipment didnt work for a month. They are not trustworthy, changing my banking information like they did before. The service is nonexistent, with them scheduling an appointment and no show no call after I left work to be there. I dont feel comfortable dealing with Alder anymore. 
  Sincerely,
  *********************

  Business Response

  Date: 06/16/2023

  We would like to get this working and for you to avoid going to collections. If there are any issues going forward we will reconsider your request to cancel.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20185427
  
  I am rejecting this response because:
  Complaint: 20185427

  There were to many issues. Broken equipment, untrustworthy banking, poor customer service, poor service, and I was told it would be a 3 year contract and when I got the paperwork it had 42 months. 
  
  Sincerely,
  
  *********************
  Sincerely,
  
  

  Business Response

  Date: 06/21/2023

  Again, we are unable to cancel at this time. We feel what we have offered is fair.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20185427
  
  I am rejecting this response because:
  I dont want to deal with this company anymore. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/09/2023

  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.

  Have been trying to cancel the service we have had for yours. Was told I signed a 5 year extension contract but I never signed anything. I need my system cancelled with out have to pay for something I never agreed to. This company seems to be involved in a lot of fraud along these same lines.

  Business Response

  Date: 06/14/2023

  The renewal has been removed from your account and the agreement has gone back to the original terms. The original 60 month agreement was signed on 2/23/19 and it will end on 2/23/24.