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:05/27/2023

  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.

  My service was inactive from march to due to their system not communicating with mine. They dont want to give my credit they can end my contract because when I ask them to terminate my contract they said no. They told me once my system was fix they will give me a credit but now they sayiny i dontqualify for credit

  Business Response

  Date: 05/29/2023

  A three month credit has been applied to your account. We apologize that this was not done sooner. Please let us know if you need anything else.

  Customer Answer

  Date: 05/30/2023

   
  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:05/26/2023

  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.

  Alder security continues to harass me with phone calls after I canceled my service. I just want them to leave me alone.

  Business Response

  Date: 05/29/2023

  The 42 month agreement was signed on 5/8/20 and doesn't end until 11/2/23. The account cannot be cancelled prior to that time.

• Initial Complaint

  Date:05/25/2023

  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 June 10, 2019, just months after I moved into my house I got a knock on my door. It was an Alder sales representative name *******. He explained to me about Alder. At first, I wasn't interested and told him not at the moment. He was very forceful and wouldn't back down. So I gave in. I never received anything to sign for and haven't received the contract. I was unaware of how long my contract is. They had upgraded to a 5G panel. They mailed it to me without sending a technician. Also, I had to pay $5.00 for their wall mount. In December of 2022, I wanted to get their doorbell camera. They only explained the price of the camera and my new monthly bill. Alder never told me if I get new equipment or upgrade that my contract will renew for 60 months. That's a fraudulent claim! If I would have known that in advance I wouldn't get that doorbell camera. Their camera is good. The camera constantly goes out of my wifi, and the 2-way is horrible. I can't hear anyone who comes to my house and they can't hear me. I've lost interest in the alarm and stopped using it for months. I have no use for it and refuse to pay for anything I don't need. I mailed a letter stating I want to cancel my account and called on May 15, 2023, to request my account be canceled. ********************** told me since I'm canceling early in my contract that I have to pay over $2,000. That's bs! For almost 4 years I've been paying them $54.99 to $59.99 it's no way I'm paying $2,000 just to cancel my account for a service I don't need. Now I'm receiving calls threatening me that I need to pay the fee or I need to reinstall the equipment I've taken down. It's aggravating and stressful! I want to see this situation to be resolved in my account to be canceled and the balance waived. I will be more than happy to mail them their equipment and put this nightmare behind me. I wish to not be contacted by Alder anymore.

  Business Response

  Date: 05/26/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon so we can get the doorbell camera working. The renewal was explained over the phone and in the contract that was signed so we are unable to cancel the account at this time.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20105810
  
  I am rejecting this response because: I no longer need their service. I don't even arm or disarm the panel anymore. I don't want the doorbell camera fix, it needs to be removed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/29/2023

  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: 05/30/2023

   
  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:05/25/2023

  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.

  I was intially signing up for internet over the phone with ATT when I got transferred to Alder Security in August 2021. I signed up over the phone then called back later in the week to cancel within the 30 days. I received the shipping label and returned the equipment. I was informed after returning the equipment, all charges would be canceled. However, I was still getting charged $39.99 each month. In May 2022, I was moving out of my apartment, so I called Alder again in attempt to cancel the payments again. After, I got a letter stating I had to either pay the rest of the contract in full or continue the monthly payments for the duration of the contract, even though I had already canceled within the 30 day period back in August. Up until December 2022, I was still getting charged. I had to close the card Alder on file in January 2023. In May 2023, I was receiving texts from Alder about having an existing balance and being eligible for credit relief. While I'm grateful for the promotion, I would prefer to just have my account canceled, as I had previously done so within the 30 day period.

  Business Response

  Date: 05/26/2023

  The account has been cancelled. Can you please provide proof that the equipment was returned? Tracking information would suffice.

• Initial Complaint

  Date:05/22/2023

  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 had our home security system with them for years(after a hard sell and lying about a 400 dollar credit we would receive). my wife felt it was best to just let it go and after the contract ran out then just change companies. So when our contract ran out I just went month to month. I emailed January 4 to cancel my account. They emailed back saying I had to call them to cancel the service. So, on January 19 I called to cancel and after multiple transfers I reached **************************************** ph ************. He told me our contract was automatically renewed and we owed either $1200 or $1400 to buy out the contract. My wife and I were upset to put it mildly. We couldn't buy out so we got them to lower the monthly fee and signed a new contract. (I had no choice). Our system has not been in operation since November 2022 when a smoke detector's batteries went out. ******* told me that we need the system upgraded and that they would also give ** new cameras. The day we were scheduled to get the system upgraded was March 3 at 5. They called ahead and cancelled saying they would have to reschedule to March 29 at 5. They called March 26 and said they couldn't come and in order to have them come at 5 they would have to call when they got an opening. They called April 25 to schedule to May 15th. They called May 12 and cancelled and rescheduled to May 26. On May 19th They called and rescheduled to May 26th. Then right after that call they called back and scheduled for May 30th. They called right back and stated the person who scheduled it was wrong and they can come on the 26th, They texted saying they sent an email with details but did not. They have not fixed our system. We have not had security system this whole time but they have taken out their fee every month. We are disgusted with them and their behavior. We want our money back and the contract cancelled.

  Business Response

  Date: 05/26/2023

  We have contacted ********************** directly. Thank you.

  Customer Answer

  Date: 05/30/2023

   
  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:05/19/2023

  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.

  I am submitting this on behalf of my elderly parents, who are in their early 80s and late 70s. They have been an Alder customer since 2014. Recently we had to move my Dad into assisted care due to dementia and had to move my Mom out of their long time residence. Since they had been with Alder since 2014, I assumed they were past their contractual obligations so I recommended that she call and cancel her service. She was surprised to find out that a new 5 year contract started last June as a result of a service technician coming out. During the visit, the service technician upgraded some components which resulted in a new 5 year contract. My Mom thought she was signing that work was performed. The account manager that I talked to said the 5 year contract was explained at the time. My complaint is that it is a very questionable business practice to have a service technician push unnecessary hardware upgrades for the SOLE PURPOSE of locking people into a new 5 year contract (even more egregious to target elderly customers). If the equipment was necessary for the system to work, that should be covered by Alder as part of their service. I attempted to resolve this with various Alder account managers, which is a frustrating process. The cancellation account manager gave three options; early termination at 90% of the remaining contract value (almost $2,000 in this case with zero concessions); con someone into taking over the contract (paraphrased), or move service to her eventual new apartment. The move account manager did at least offer a slight reduction in monthly plan but it includes adding more time to the contract. I feel that Alder uses questionable sales tactics (to include targeting our elderly population) to lock people into long term contracts. I also recommend that anyone with Alder double check their contract to find out if the automatic renewal for 60 month language is included.

  Business Response

  Date: 05/26/2023

  We have contacted ****************** directly. Thank you.

• Initial Complaint

  Date:05/17/2023

  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.

  Alder is a terrible company!!!! Their equipment doesnt even work! Ive been having trouble with my panel and camera. Last month my place got robbed and I never received any notifications! I had some of my valuables taken. I need them to cancel my contract now!!!

  Business Response

  Date: 05/26/2023

  Service were terminated due to non payment. We haven't received a payment since November of 2022. If you would like services reinstated you will need to resolve your past due balance. Please call us so we can help you get this resolved.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20072536
  
  I am rejecting this response because:
  
  I stopped making payments because my apartment was broken into. Im not going to pay for an alarm system that doesnt work. I wrote a review in February and no one responded. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/29/2023

  According to our records, the alleged break in happened well before payments stopped.

• Initial Complaint

  Date:05/17/2023

  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.

  The 'alarm' system is disfunctional, goes off for no reason, each time ************* is dispatched. Per *************. I have requested many times to have a service person come and fix the problem, they don't want to hear it!... Since they say I have a 5 year contract, I am unable to stop paying. I would like to have this system disconnected, and my contract Cancelled, ASAP. Please help.

  Business Response

  Date: 05/24/2023

  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: 05/25/2023

   
  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:05/15/2023

  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.

  Alder Alarm bought the company that originally installed our alarm system so we did not know Alder was a self installation/self service company and we were never informed of this practice at any point. Our contract with Alder alarm expired and I had not signed another contract. When my husband passed suddenly, I, being left alone decided to upgrade the alarm on my home to add window sensors to each window as well as get the motion detector working (hadnt worked for a while). A short time after my husband passed I contacted Alder to order the upgrades. They told me Id have to sign a new contract so I did in order to get the additional equipment and have the existing equipment serviced. I was told a technician would come to my home to add the 8 window sensors and service the motion detector. Three no show technician appointments later and 3 days of missed work waiting on the technician to show I called Alder and was finally told the truth, they dont even have a technician in my area! I told them to cancel my monitoring service so I can move to another company who will and can install and service an alarm system with the equipment I need/want. They informed me I would have to buy out my contract for a fee of over $1,000.00. Then I received a text stating that my alarm pad needed a new chip again I set an appointment and again no show technician. No further communication from Alder regarding this issue. I have stopped paying my monitoring fees. Im fed up with their lies and sick of paying for a system that isnt working properly and for equipment I dont have. Ive begged them to cancel my service since they did not install the equipment for which I contracted but they will not cancel and now Im receiving threatening letters that my account will be sent for collections and it will affect my credit. Im supposed to pay for a service thats not working properly and for which the company has not held up its end on the contract? This companys customer service rating should be negative zero!

  Business Response

  Date: 05/24/2023

  Thank you for bringing this to our attention. The account has been cancelled and we wish you the best.

  Customer Answer

  Date: 05/24/2023

   
  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:05/10/2023

  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 June of ******************************************************************************************* I was 3 years into a 5 year contract and was told that I had to honor another 23 months. I continued to pay through the service contract even though their website provided an early termination fee of $540. In total I paid $2,380 in the last 23 months. Today they informed me that they are going to continue to bill me. I am refusing to pay any additional fees. In my opinion, they owe me a refund.

  Business Response

  Date: 05/19/2023

  Thank you for bringing this to our attention. The account has been cancelled and we wish you the best. Let us know if you need anything else.