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:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were solicited by alder security 2020 when the covid first began. We told them we had the flu and did not want service. They continued bugging us till we listened. I am legally blind and my wife had the flu so we asked them to explain the contract. They told ** a 1 year contract. After the year was up, we was told it was a 5 year contract. So, we keep to the contract. Almost 2 weeks ago we called and let them know the system has no internet and not working. We stayed on the phone for 2 hours with level 1 and 2 tech support doing everything they asked. They said they were sending a card to update and if that did not work they would replace the panel. Well today another 30 minutes of tests and they refuse to replace it. I would like this contract cancelled and not pay for a service I am not receiving

  Business Response

  Date: 05/17/2023

  A technician went by the home today and resolved these issues. Please contact us directly at ************************************* if you need anything else.

  Customer Answer

  Date: 05/17/2023

   
  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:05/09/2023

  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.

  I purchased the service but the service has never worked. I called the company to cancel the service due to it not working. The company said I was under a contract and that it started when the service was mailed out and I was unable to cancel. The service has not worked since I received it and I have called them several times and they told me I was not able to cancel and that I would be responsible for finding someone to take over the payments. I told them time and time again that it wasnt working and they have never replaced it or allowed me to cancel. Im paying for a service that has never worked and I stopped. This company was be made aware but they have done nothing. I just want to return this product and get out of this contract.

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20035621
  
  I am rejecting this response because: the issues have never been addressed. I have no new equipment and the system doesnt work. The sheriff department has been dispatched to my home 3 times this week due to a defective system. I want to cancel this service and return this equipment that does not work. I dont understand how I can be in a contract when what Im paying for doesnt work. No service man has came with a new system or fixed the system that I have. Calling to provide no solution doesnt help the situation if you arent going to fix the system. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/19/2023

  As we explained previously, we'd like to try and get this fixed first. If we're unable to resolve the problem we will reconsider your request to cancel. Please work with our tech support team so we can get this fixed for you.

• Initial Complaint

  Date:05/09/2023

  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 ordered a security system on Feb 15 2023 and payed $318.99 in initial fees. After realizing the commitment period of 5 years for monitoring would be significantly more expensive than other companies, I requested cancelation on the same day. Alder cancelled the equipment delivery the next day and agreed to refund the initial fees. As of May 8, I have not received the refund, despite three subsequent assurances the refund has been mailed . These assurances were made on Feb 25th, April 17th and April 27th in response to my phone inquiries.

  Business Response

  Date: 05/16/2023

  The check was mailed on May 8th. Please confirm you have received it.

  Customer Answer

  Date: 05/16/2023

   
  Better Business Bureau:
  
  I received the check on May 12.  Had I known it would be expedited following my BBB complaint, I would have filed the complaint earlier.  No further action needed.  Thank you.

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

• Initial Complaint

  Date:05/08/2023

  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.

  We have been trying to cancel a contract with Alder for more than a year. They have not monitored our home in over a year because we don't have 5g access and our home phone was turned off. The system set up was never completed and the sensors have been faulty for some time. We scheduled service but no one showed up. They continue to call ** with threatening messages and emails. We are not being monitored at all and we are in an area where we need our alarm system. Alders refuse to cancel.

  Business Response

  Date: 05/16/2023

  We'd like to try and get someone out there to fix the system before we cancel the account. We can make sure that you are credited for any downtime. We'd like to call and schedule an appointment but you have requested that we do not call you. If you could respond with some available dates we will get you scheduled.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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 husband ********************* passed away on January 7,2023. His account number is ******. I called to cancel the security system service and was told that I would have to pay 90% of the remaining balance on the contract. I was sent a letter that I had to sign to confirm that I wanted it to stop and it had the remaining balance listed as $1,543.93. I sent that letter back along with a check for the balance. It was cashed on 3/27/23. They still tried to take out the monthly payment in April, and I had contacted the bank to stop payment on any automated payments from coming out ongoing. I have received a letter today that monthly payment is past due. I called and because I do not know the verbal password was unable to speak with me about the account. I need them to be advised to stop trying to collect further payments from me via my checking account or by mail. Thank you for your assistance in this matter. *****************************

  Business Response

  Date: 05/15/2023

  This account was cancelled on 5/3. Nothing further is owed. Feel free to contact me at *********************************** with any questions.

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/08/2023

  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.

  I received a call from Alder somewhere around July or August of 2022 offering me an upgrade for my alarm system. They promise to come out and install the upgraded system in 2022 and they never did. It is *** of 2023 and I never received an upgrade but instead received threatening letters stating that if I did not pay them, they will ruin my credit by submitting this to a collection agency. I called them and informed them that I did not receive anything from them concerning an upgrade Alarm System therefore I dont owe them anything. I called them on *** 8, 2023 and told them they did not install no upgrades and they agreed they did not.I told them I just want them to stop sending me these threatening letters for something I did not receive from them. I dont understand how they think they can get money from people accusing them of receiving something that they did not receive. Please help me solve this issue with this company. Humbly submitted: ***************************. ** Army Veteran.

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20032646
  
  I am rejecting this response because: I no longer feel I can trust a company that threaten me with legal action for service they never rendered to me. I know longer want anything to do with such a company. I ask that they stop sending me any threatening letters. I do not want any more service from a company that has been dishonest and uses intimidation and threats toward me.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/19/2023

  We have spoken with **************** directly and came to an agreement. Thank you.

  Customer Answer

  Date: 05/19/2023

   
  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:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is that they supposedly made an upgrade to their system and my system panel needed an upgrade. The problem was that in order to do the upgrade to my system they wanted me to renew my contract. I did not want to renew. A month or so later my system went offline but i was still charged the $50 monthly fee. I called every other month to let them know i was being charged for a service i wasn't receiving and all they could tell me was that they'd send a technician that to this day, a year later hasn't arrived. They are still charging me the monthly fee.

  Business Response

  Date: 05/12/2023

  The account has been cancelled and a refund has been sent to your bank. Please allow a few business days for processing.

• Initial Complaint

  Date:05/04/2023

  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 made a contract with me and installed 3 security cameras on my house. They have never worked. Many calls have. Been made to the company with the latest on May 4, 2023. The tech finally said the cameras are not able to work with our internet provider ( pine cellular). This service is the same as on the installation day. Lack of compatibility should have been determined on that day, resulting in no contract. The date of contract was Jan. 29, 2022. There is no servicing of equipment. There are false promises and lying explanations by Alder. There IS TAKING PAYMENTS , however. DO NOT GET TANGLED UP WITH ALDER.

  Business Response

  Date: 05/12/2023

  The cameras do not work because the internet speed is insufficient. We have lowered your rate down to $39.99 per month and have given you a free month of service to compensate. If you wish to get cameras in the future you will need to speak with your internet provider about increasing the speed and reliability of your network.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20018986
  
  I am rejecting this response because: reducing the monthly payment will not make the cameras function
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/19/2023

  That is correct. The only way to make the cameras function is to increase the capability of your internet service. Alder has no power over this. If you are able to get adequate internet service please let ** know and we will make the necessary adjustments.

• Initial Complaint

  Date:05/03/2023

  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.

  Ive had Alder since 2019. It worked well for two years. My cameras went down and I was told theyre no longer compatible with my system. So I bought the cameras for no reason. then my system went down several months ago. They said theyd send a technician but it would be over a month before someone could come out. I asked to cancel and they told me I was locked into a contract for five years and it wasnt an option. When a technician finally got here, he got the system running and contacted a customer service rep. who said theyd refund me for the months I went without service. They never did. They said theyd send cameras since mine stopped working a year prior. They never did. Now my system is down again. Has been for several weeks. Im locked into a contract for an alarm system that doesnt work at all and that has no cameras. Im paying $70 a month for absolutely nothing and have no option to cancel. I was even told that I had to submit in writing prior to my contract renewing or they lock me in for 5 more years. I absolutely do not want this service and do not want to continue paying for it. It barely functions. Several months ago, the alarm was triggered around 7pm while I was gone. They never notified me that the alarm had gone off. I actually had to call them. They informed me that they had no notification that the system was triggered and had no way to turn it off. They suggested I let the alarm sound until the following day when their customer service line was open. Im so disappointed in my experience with this company. Even in the months it was working it constant disconnected from the internet and didnt serve its only purpose: And they want me to continue paying for several more years. I was told the only way out of the contract was to pay off the several years of service remaining which totaled close to $5000. I simply want out of my contract.

  Business Response

  Date: 05/11/2023

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

• Initial Complaint

  Date:05/02/2023

  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.

  On May 2, 2023 I contacted Alder Home Security in regards to a message about a discount for my account. I had contacted them 3 days prior about *********...only to be told I would have to pay the penalty of $2000 for breach of the contract. Not realizing I was in a 5 YEAR contract I was under the impression I had agreed to a 1 YEAR contract! I was to be transferred to the Account handlers and talk with them. Each day I never made it to the so called transferred person I just got a recording asking me to rate my call and service on a scale from 1 to **** 1 being worst and 5 best, after responding with all ones across the board I was hung up on! How the heck are you supposed to handle and resolve issues if you NEVER speak to the right people? I've recieved 2 call backs from said company only to answer and NO ONE is there! Its agrivating The resolution i would like to see with this...- pay past due balance -CANCEL account without penalty -NEVER hear from or SEE Alder again

  Business Response

  Date: 05/10/2023

  We have spoke with **************** and we agreed to cancel the account and waive the balance.

  Customer Answer

  Date: 05/11/2023

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