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

  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:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2023 we continued over three days and received a message Panel Communication Failure (Call Tech Support **************). I contacted Alder Tech Support and was told that I needed an updated SD card. One was sent. It worked for about a week or two and then another notification came through with same message. I contacted tech support and was told that it sounds like the entire panel needs to be replaced. I was told that it would be monitored and that if it happened again to contact tech support and the entire panel would be replaced. On 06-08-2023 at 3.:55PM, we received the same message Panel Communication Failure (Call Tech Support **************). I called and was told I had to call or take a picture when it happened again in order to receive a new panel, SD card, or service technician. On 6/09/2023 at 9:57 am it happened again. I was on my way to care for my disabled mother and could not stop right then to call so I took a picture as instructed. At a little after 12 CST it happened AGAIN! I called and was on the phone for 1 hour and 19 minutes trying to resolve the issue. I was told by the 1st technician that I would receive a new SD card in 7 to 10 days because he showed it was bad. I explained that it meant we would have to live in fear because of the neighborhood we live in for 10 days because Alder couldnt honor the contract and monitor us or fix the problem. He sent me to another supposed supervisor, and I was told that they would also schedule a technician for free to come out and make sure the panel was operating correctly. When I asked about my contract, I was told I was stuck in a 5-year contract. Then sent to a scheduling person. That person *** is the name he identified by saying we wouldnt get the new SD card until 21 days later when the service tech came. So, we are supposed to do without security for 21 days. I have Bipolar Disorder, Heart Failure and Depression, I cant do without security for 21days.

  Business Response

  Date: 06/14/2023

  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:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted numerous times so deal with my security system not working. It was down for over 1 year. Alder has been extremely unhelpful. So I asked to be released from my contract. They have refused. I have requested 3 separate times for them to provide me with a copy of the agreement on file and they refuse. I have gone through their website and clicked the link for their customer agreement, which of course didnt work. There was an error message on the link. I tried this different times on different days and it is the same. When a technician finally came to my house the battery was one of the issues and I let him know Alder told me I had to change the battery. The technician said that would not have been a battery that I could have purchased. Technician provided me a number to text if I had further issues. I text him the next day and never heard back. So I called ***** and explained what happened and they said that was on me because I should not have sent a text, however, that is what their employee advised me to do. They mentioned filing for a credit for the time the system was down. Multiple times this was mentioned to me by Alder. Now they say I cant have a credit for the amount of time because it was a battery issue, so not their fault. I let them know I was moving so they gave me a 2 month credit and said I would not be billed. I checked my statement this month and I was billed.

  Business Response

  Date: 06/21/2023

  According to our notes, the call was disconnected before you accepted the 2 month credit that we offered. That credit has now been applied. We are also happy to move the system to your new location at no charge. Please contact us when you're ready for the new installation.

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20163201
  
  I am rejecting this response because:
  Yet again, they blame me. They offered the 2 months credit on a recorded line and I responded that I appreciated that.  So them saying I hadnt accepted it is false.  I feel certain I confirmed again while on that recorded line that the credit would be applied. Also, the only way I will be satisfied is to be relieved of my contract.  I feel scammed by them and have no confidence that if an emergency occurred in my home that help would be dispatched.  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/28/2023

  Again, the credit has been applied and we're ready to get this installed at your new location. Let us know when you're ready for the install.

• Initial Complaint

  Date:06/08/2023

  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.

  During the process of moving into my apartment last year I was transferred to Alder Security after setting up my internet and cable. I have never had a security system before and after talking to the sales representative I thought it was a good idea since I am a single mother. I was under the understanding that this was a month to month security system and I could cancel anytime. After receiving the system and setting it up my landlord noticed the system and expressed that he should have been notified about it prior to setup and discussed with me the things he didnt like about it. Based off of our conversation I never armed it and ultimately unplugged it. I contacted customer support to cancel the service since I am unable to use it. Upon talking to a customer service rep he stated that during the video call I was told it was a 60 month contract. I told him that it was not done via a video call. He then stated that the length of the contract was covered in detail which it was not. I also stated to the customer service rep that no paperwork or copies of a contract was ever sent to me in the form of email or physical mail. I would have never knowingly signed up for a 60 month security contract for an apartment that I knew I would only be there for 2 years. I was told that in order to cancel I would have to pay almost $3000 or find someone else to take over contract. I am a low income single mother who can not afford that and I feel like I am being taken advantage of. I should not have to continue to pay for a service I can not use.

  Business Response

  Date: 06/13/2023

  The account has been cancelled.

  Customer Answer

  Date: 06/13/2023

   
  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:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to ************************* with Alder back on January *************************************************** NOC form. I filled it out emailed it back January 31. It is now June 8 and they have continued to draft my account. I called ********************** since the bank is not able to place a stop on the payment without charging me. Spoke to ********************************* she states NOC form was never received. I asked to speak to a Manager. As always Manager is too busy to speak. ******** asks I email form once again with proof of me emailing form back in January. All I want is a refund of my money from February moving forward and for them to stop drafting my account.My equipment has not worked more than half of them time. They dont have enough field reps to come and fix the issue. I am done with this company. Seems like no one cares for their customers.

  Business Response

  Date: 06/13/2023

  Thank you for bringing this to our attention. The account has been canceled and a refund has been sent to your bank.

• Initial Complaint

  Date:06/07/2023

  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.

  We agreed to a contract with Alder Security. After 6 weeks the installation is not complete. After endless phone calls, on hold forever, and transfer after transfer, ** told there are no available install dates in my area. I had one smoke alarm installer (each piece of equipment is a different person), I had to ask to leave my home as he was very rude and intimidating. My husband was not home. After 6 requests for him to leave, he gave him the f bomb to get out and Im calling police. He proceeded to call his salesman. I told him to make him leave. He then told his company I threw him out ha! Now after 6 weeks Im told tgere is a $2600 cancellation fee that must be paid before they will cancel. *** asked to speak to a manager, then I told a manager I wanted their boss. Didnt happen. We are calling our bank tomorrow and denying further charges. Having a new company come and uninstall and then install. Im shipping back. I have excellent credit, but if I take a credit hit over this ridiculousness, I could care less. Do not buy from this company. Worst business experience weve ever felt with

  Business Response

  Date: 06/13/2023

  The accounts have been cancelled as requested.

• Initial Complaint

  Date:06/06/2023

  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 order Alder Security system and paid $241.40 up front for a panel, 4 door sensors, 3 outdoor cameras and 1 doorbell camera. I received just the panel and door sensors. Every time I call the customer support number to see where my cameras are, they dont have any information. Cannot provide me with any tracking details.. nothing. Im extremely upset about this .

  Business Response

  Date: 06/07/2023

  ********************** was given tracking information yesterday for this order. Please have her contact us directly if there are any issues with the shipment.

  Customer Answer

  Date: 06/07/2023

   
  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:06/02/2023

  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.

  Hi, I am not sure if you can help or not. But we signed up with alder home security system in 2021. We haven't had any issues until September of 2022. Our security cameras have had some issues & have not been fixed. We have been paying $60 a month for basically nothing. I've been told by alder costumer service that they will contact us once they have some technicians in the area but I keep getting told they don't have a lot jn the area and to just be patient. I feel like they are in breech of contract since they have not sent out a technician to fix our cameras & that we have still been paying our monthly fee with no camera service. We would prefer to just get out since they haven't sent anyone down to us yet. We keep getting the go around. I was even contacted by one of the managers ********************* was his name in February stating that I was told wrong information & that they do have technicians and that they will send one out asap & that they wont **** us for the month of march, which they still did. Well I called again a month later asking when they will send one out & they said they don't have anyone in the area still. Is there anything that you can do to help us or send us in the right direction? If the contract didn't say that we had to pay out the remaining of our contract we would already be out of it. But I feel like alder is on a breach of contract since they have failed to send us a technician to get our cameras working again. We have 4 kids so we ended up getting free cameras so we can at least keep an eye on our kids.

  Business Response

  Date: 06/06/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon. We have also given you a free month of service to compensate for the inconvenience.

• Initial Complaint

  Date:06/01/2023

  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.

  I currently have Alder Security, for the last 2 years or so. Basically my security system has not worked since it has been hooked up. I have called numerous time to try and get resolved with NO eval. None of us trust it we don't even use it, it or they, the company should be fined or put out of business, please I am just a retiree on fixed income in a world with rising cost's, we have to watch every ***** we spend, I have tried to cancel many many times, each time they say a $2000.00 fee for early cancellations, which I did not know about and was never told by the techs, I would like to Cancel, see if there might be some how to regain some of money spent on this worthless company, they are not being transparent, helpful, or even a security company. Please help!!!!

  Business Response

  Date: 06/06/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon. We have also given you a free month of service to compensate for the inconvenience.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20133552
  
  I am rejecting this response because: one of my complaints and this is what Alder says when they want to stall, they are still useless so can you ask if I can quit with no payment
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/07/2023

  Please speak with our agent so we can resolve these concerns.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20133552
  
  I am rejecting this response because:as we have stated this company has a lot of the same complaints, I am sending a portion of the loss of connections, note that all of these are after I complained with them, they send the censor and they ask me to test it. this is very time consuming and i have replaced all censors except the glass shatter. This is on going since I have owned it. they ask me to call them and I did, the same rigaramore, none of us trust the system had  plenty of false alarms including the fire alarms, two time once we caught it the other the fire was in my drive way. This alone is very dangerous as what if there was another alarm that really needed help and they were here, very unsafe for the public. the person I talked to, is named Gem he gave me the same run around  as they do every time, they give me two choices pay the fine or give it to someone else, truly I said how could consciously give a system that doesn't work, they would HATE me. Anyway they gave me a one time offer to send a tech to check the install and fix it, my response was ok  but if it does it again they will  let me cancel with no fee, they will not agree to that cause it will happen again. So please let me cancel. Every time I ask a teck would he let there mom have a system like this and 100% said no but!!!! Sorry this site say's the file type is wrong, if this will help and maybe I can e-mail it or fax it.
  
  Sincerely, *******************
  
  *******************

  Business Response

  Date: 06/09/2023

  Again, please speak with our agent. If they are not able to resolve the issues we will reconsider your request to cancel.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20133552
  
  I am rejecting this response because: I am rejecting this offer because Alder has been in this house for 2+ years and I can honestly say this system has never worked in this house. I personally have put more than 80hrs on the phone with them with no evail. I did reach out to them as asked and was gave the same run around with now plause to come to an agreement, I would love Alder to let me cancel my subscription without any early contract fee's
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/15/2023

  Since you will not speak with our agent to get this resolved we will cancel the agreement on the condition that you pay a $200 early cancelation fee and return the equipment.

  Customer Answer

  Date: 06/16/2023

   
  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:06/01/2023

  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.

  My wife and purchased a security system from Alder in April of 2020. I work as a high voltage lineman and my wife wanted to feel safer while I was gone working on storm to restore power to multiple communities in the wake of a devastating tornado of that same month and year. My wife was led to believe that the contract was 3 years in length to which she agreed to have the peace of mind that herself and our two small children at the time would be a little safer while I was away. Fast forward to early 2022 while our alarm ********** and panel continuously says that is has no connection and wont be able to contact authorities if the alarm is triggered as it cant find cell signal where it is. We moved the panel and tried multiple places to try to get it to work to no avail. We contacted the company via the phone number provided and were talked through the reset process. We attempted to remedy the situation this way while being told it it would fix the issue. It never did. At which point my wife asked about about the remainder of our contract and was told that we were still under contract for 1 more year of the 3 year plan so we resigned to the fact that we were stuck for one more year. Fast forward to today June 1st 2023. My wife and I are fed up with paying for a security system on a monthly plan that is offering us none of the benifits while the company reaps the spoils. We contacted customer service and were told that our contract was not for 3 years as we were previously told but 5 years. The Alder website states that contracts are for 3 years and lays out the cancellation fee are tiered by how much time remains on the contract. We have had the product over the 3 years and were told that we would have to pay $800+ to cancel the contract today. My wife never received a contract (digital or hard copy) at any point of the process startup or now. We would like to be able to cancel our service that we have paid for, for 3 years without having to pay outrageous fees.

  Business Response

  Date: 06/06/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon to schedule a technician to go to your home. We have also credited your account for all the months the system has been down.

• Initial Complaint

  Date:05/29/2023

  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.

  On May 13, 2023, *********************************************** installed a security alarm system in my home without my permission. My son, ***********************, who has been staying at my house, has been sick since February, 2023. He was hospitalized for over a month, diagnosed with Bacteria Menigitus and had two strokes. He has not been released to return to work yet and has suffered brain damage due to his illness. A representative from Alder, ***************************, stopped by my house while I was out of town. He convinced my son to sign a contract for a house he doesn't own and did not have my permission. ******* was told by *******' girlfriend that I already had an alarm system and they were not the owners. ******* knowingly witnessed my son's delayed comprehension ability, and waited to the girlfriend left the room and convinced him to sign a contract (ID#********* on their tablet. He also told him he had 30 days to change his mind. When I returned home on May 18th, I was very upset that my alarm system had been replaced without my knowledge or consent. I have been given the run around by Alder since I called numerous times and emailed them to cancel this illegal contract and remove their system which was installed with double sided tape. They had cut the wires on my existing alarm system which I had to call Code Alert to reinstall my keypad. They have since called my son to offer a reduced plan but was told that I want this out of my house. They emailed him a cancelation agreement but he would have to pay them $2,900+ because the contract was not canceled within 3 days not 30 days like ******* told him. As I have told them, ******* does not have the mental capability to enter into a contract and he did not have authority to have anything installed in my home. Their equipment has been boxed up and ready to ship back to them but I will not allow my son sign this cancelation agreement because this contract was obtained illegally.

  Business Response

  Date: 05/30/2023

  Please return the equipment using the label we provided. After it has been sent respond here to let us know and we will cancel the account.

  Customer Answer

  Date: 05/31/2023

   
  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,
  
  ***************************