Business Profile
Burglar Alarm Systems
AlderImportant information
- Customer Complaint:If you have a complaint with the company or would like to have a technician sent out to your home, please contact Brandt Neider at [email protected] prior to filing a BBB complaint.
Complaints
This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 719 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/28/2025
Type: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 Alarm system has not been working for months but am still being charged. They sent tech out to fix it on and a Monday and had to miss work due to tech only working in the area on Mondays and Tuesdays. Alder dont have a tech that works on weekends when im off. The tech was unable to fix the system. Reached out to Alder to let me out of my contract and they said they would schedule me another service call so missed another day of work for the tech to come out and still didn't fix the alarm system. I called to have my service canceled and to let me out of the contract. They said they would have a service tech come out on the weekend. Received a call on 1/27/25 that a tech would be out Monday and i told them no, that i was not missing another day of work. Called Alder to cancel my service and they told me to pay the early cancelation or wait for the tech.Business Response
Date: 01/30/2025
Thank you for reaching out. We understand your frustration and appreciate your patience. We are reviewing your situation and will get back to you as soon as possible with a resolution.Initial Complaint
Date:01/16/2025
Type: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.
Salesman and original contract both state $30 per month for the rest of MY life. Currently being charged $39 per month and have been charged $45 in the past. I have requested to receive the end of contract form and have not received it after 4 months.Business Response
Date: 01/17/2025
Thank you for reaching out. We understand your concerns regarding the charges and the delay in receiving the end-of-contract form. A manager will review your account and get back to you shortly to assist in resolving this matter.Initial Complaint
Date:01/14/2025
Type: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 an alarm system with Alder they replaced my garage camera for an updated camera, solar powered. However it does not work (defective). Ive called them several time 1/8 stayed on the phone over a hour no help. 1/10 on for over hour they said it would cost me ************************************************************* to run internet speed I did which I had sufficient speed. They placed me on hold and came back and said it was ***** dollars. I said it is defective and you stated ***** earlier. They then said to avoid the cost I needed to speak to a technician. So they transferred me I was on hold for over an hour nearly 2 hours not including the time I spent talking with the agent. I believe they are just trying to collect a fee by placing you on hold for over an hour. As I write this 1/14 Im on hold for now 1:06 hours waiting for a technician. Im 83 years old I feel they are taking advantage of me. By the way still holding while I write this complaint for a technician.Business Response
Date: 01/15/2025
Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for the inconvenience youve experienced. A manager will review your case and contact you as soon as possible to address your concerns and resolve the issue with your camera. Thank you for your patience.Customer Answer
Date: 01/16/2025
Complaint: 22809030
I am rejecting this response because:
Ive been told before that they will call me and they never do. My latest is from ***** I cant remember the other names. They all stated they have no Id badge number
Sincerely,
***** ***Business Response
Date: 01/17/2025
We appreciate your patience. After the account is reviewed we will contact you.Customer Answer
Date: 01/25/2025
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. The management team did reach out an a appointment has been scheduled.
Sincerely,
***** ***Initial Complaint
Date:01/14/2025
Type: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 obtained their services in 2019 and signed a 5 year contract after 2 years I moved from my house and had 3 years remaining on my contract and was not using the service anymore. I finished paying off the 3 years remaining on my contract because that is what I signed up for. In May of 2025 I called the company and specifically in no uncertain terms told them my contract was ending and I did not want to renew my contract. They stated that my contracted ended in Dec. They also stated that I needed to sign a letter stating that I did not want to renew and that they would provide it to me. I did not reeecieve that email and called back in January when I got billed. They said that my contract had auto renewed foir 3 years and that I would have to sign a letter to cancel. Which this time I received the email and submitted it. to their customer service department. their CSD said I had to cancel with my local account manager because they could not do it and provided me a number. I have called the number they provided and they do not answer and do not call you back I have spents hours on the phone trying to contact them. I received a call from ALders yesterday (not the local acct manager) Saying that I had to pay off the 3 years or use the service and pay monthly until the renewal contract is satisfied and only thing they can do is modify the contract to give me a discount but they cannot and will not cancel my renewed contract. I told them I have already let you know 6 months ago that I did not want to renew the contract and they did it anyway. They said we didn't get it in writing so basically it doesn't count. I stated to them that I was not going to pay for the renewed auto renewed contract and that I wanted the information to their legal department so I could have my attorney contact them. He said he would have his supervisor contact me and this was the end of the call.Business Response
Date: 01/15/2025
Thank you for reaching out and providing the details of your situation. We understand your frustration and will review your account and the concerns you’ve raised. A manager will contact you soon to address this matter and work toward a resolution. We appreciate your patience as we look into this.Customer Answer
Date: 01/15/2025
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,
***** ********Customer Answer
Date: 02/10/2025
This complaint was closed because I accepted the last correspondence because they stated they would review and have a manager call me. They never called and I cannot get ahold of them. They did not follow thru as they stated. Please review and reopen the previous complaint.
***** ********
Group Lead Missile Branch
Missile Supply Planning Division
Supply Planning Directorate
Supply **************** Directorate
AMCOM **************** (ALC)
AMAM-LSP-MM
Cell: ************
Telework: +1 5***********
Business Response
Date: 02/13/2025
Mr. ******** renewed his contract on 12/15/21 for an additional 36 months. In March 2024, he attempted to cancel; however, his agreement was still active until December 2024, making early cancellation unavailable. Since he did not cancel at the end of the term, the contract automatically renewed per the agreement. We are happy to accommodate Mr. ******** by installing a system at his new location or exploring other solutions to assist him, but cancellation is not an option at this time.Initial Complaint
Date:12/19/2024
Type: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 signed a contract with Alder security in approximately 2018 for six years. I spoke with someone on the phone last summer (June or July 2023) and repeatedly asked them to cancel the account. The individual kept me on the phone and would not let me speak to an account manager. Today, Alder security called me and informed me that since I had never cancelled the account in September, I would be responsible for another 5 years of payments or that I could pay it off early for $3,200.00. I was never informed of the process to cancel the account and when I attempted to do so I was blocked by the person on the phone last summer who refused (after a 30 minute conversation) to allow me to speak to an account manager to cancel the account. This company is a fraud.Business Response
Date: 12/20/2024
Thank you for bringing this to our attention. We will review your account and the details of your cancellation request and get back to you as soon as possible. We appreciate your patience while we investigate this matter.Initial Complaint
Date:12/04/2024
Type: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 january 2022 I set up services with Alder home security. I told them about the set up of my home so they could determine the equipment I needed. They mailed me the equipment. I set it up. Several times the alarm was falsely triggered because they instructed me to use a motion sensor in my sunporch. Due to the nature of my job, I am not always able to answer my phone to disarm the alarm, resulting in police being dispatched to my home. I called alder and explained that this was not ideal, not only because my landlord was getting upset about the police presence, but because my autistic brother lived with me and the police busting down my door traumatized him. Not to mention if the police in any way believed he was a culprit, I didn't want my brother harmed. Alder offered me no other suggestions but told me to send back my equipment and they would "take care of it." I hadn't heard from them until 11/29/24 in which they called me and said they would "wipe my balance from my account if I set up new services." I questioned why I had a balance and re explained the situation. They offered no explanation but said that they sent my account to Hillcrest collections. On today 12/4/24 I called back again to speak to someone in customer relations to explain the situation to reach a resolution and was offered none. For almost 2 years I received no mail, email or phone calls to make me aware i owed them any money. I was sold a security system that was not realistic nor safe given my personal living circumstances. I continuously asked for some kind of resolution aside from having to pay over $500 for service that did more harm than good and I was told nothing could be done. I am 32 years old and I have been working my whole life to improve my credit and buy a house for me and my family. If this isn't resolved I will be forced into paying for something I never got to appropriately use OR have my credit score impacted for the same reason.Business Response
Date: 12/06/2024
Thank you for bringing this to our attention. We understand your concerns and are reviewing the details of your account and the situation youve described. Our team will get back to you promptly to discuss a resolution. We appreciate your patience as we work to address this matter.Initial Complaint
Date:12/03/2024
Type: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 been a customer with ********************** since 2014 after Alder purchased the company I was using. I noticed that my bill went up in November 2024 and wanted to know why. Number is answered by call center overseas. I ultimately wanted to cancel my service and was told that I was not allowed to cancel. For better understanding, Alder reached out to me by phone in 2020 and said if I signed up for a four year contract my service cost would remain same. Alder ended up automatically renewed my service for another four years in January 2024 without any prior notification. I learned this on December 2nd, 2024, when I called about new payment. I never received any type of notification about renewal or increase in service cost, nor was I informed of this in 2020. I would have never agreed to contract in 2020 had I known about auto renewal. Alder basically said it was my fault and I had to pay 90% of contract left to cancel. That amounts to almost $1500. This is absolutely deceptive sales practices and reason they lost lawsuit to *** a few years ago. ALL I WANT IS TO CANCEL MY SERVICE and never have to deal with this company again. If looking to use Alder, reconsider, and look for a company not using deceptive practices.Business Response
Date: 12/04/2024
Thank you for reaching out and sharing your concerns. We apologize for any frustration or confusion youve experienced. We take your feedback seriously and will review your account to better understand the situation. A representative will get back to you as soon as possible to assist you further. We appreciate your patience as we work to resolve this matter.Customer Answer
Date: 12/04/2024
Complaint: 22632358
I am rejecting this response because: that the is a stock answer from other complaints for this company. It gets complaints closed, which is all Alder wants.
Sincerely,
******* ********Business Response
Date: 12/10/2024
We previously discussed this matter with Mr. ******** and, as a gesture of goodwill, lowered his rate and provided a credit to account for the months he paid the higher amount. This adjustment was made despite the agreement permitting rate increases due to rising service costs. Additionally, the contract clearly outlines the renewal terms. Given these considerations, we are unable to cancel the agreement at this time. We believe the accommodations we have extended are more than fair, and we remain available to assist Mr. ******** with any other needs he may have.Customer Answer
Date: 12/10/2024
Better Business Bureau:
I have no choice but to accept it. Very shady business practices. To anyone considering their services, do not do business with Alder. I will be setting this up for cancellation at end of contract. 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:12/02/2024
Type: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.
Dear Better Business Bureau,I am writing to file a formal complaint against Alder *************** regarding poor service, unfulfilled promises, and an unsatisfactory cancellation process.On January 19, 2024, I contacted Alder *************** to cancel my security system service due to the fact that the system no longer functioned properly. After experiencing significant issues with the system, we decided to replace it with another service provider that is more reliable and easier to do business with. During the cancellation process, I was informed that I would be required to pay out the remaining balance of my contract, which I was willing to do.However, I requested a copy of my contract to review the terms and conditions associated with the cancellation and payment. Despite my request, I have not received a copy of the contract, which is preventing me from fully understanding the obligations and my rights in this situation.This lack of transparency and failure to provide the requested documentation is concerning. I believe that Alder *************** has not fulfilled its responsibilities to provide me with proper contract details in a timely manner, and as a result, I am unable to resolve the matter efficiently.I request the following:1. Immediate provision of a copy of my signed contract, including any terms related to cancellation.2. A thorough review of my account and cancellation request, with the option to resolve the balance in a fair and transparent manner.I would appreciate your prompt attention to this matter and assistance in facilitating a resolution with Alder ***************.Thank you for your time and consideration.Business Response
Date: 12/04/2024
Thank you for reaching out and bringing this to our attention. We apologize for any inconvenience youve experienced. We are currently reviewing your request and will provide you with a copy of your signed contract as soon as possible. We will also conduct a thorough review of your account to ensure a fair resolution. Thank you for your patience, and well get back to you shortly.Initial Complaint
Date:11/26/2024
Type: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 called Alder to cancel my services with them and they told me that i would have to buy out my contract because i have a five year contract. Two years ago one of their service tech came to the house to up date the equipment and told me they could lower my monthly payments. He and a *** from the company told me that it would be a two year contract. So i find out today that i was lied to by them that it was not a two year contract, but a five year contract. My husband has passed and i dont have a thousand dollars to buy out a contract that i was told was only two years. All i want is to cancel my services and for them to hold up what they told me up front. I never received a copy of the contract from them because it was all done on a tablet. So it looks like i am stuck for another three years with theses liars.Business Response
Date: 11/27/2024
Thank you for reaching out and sharing your concerns. We sincerely apologize for the situation and any confusion regarding your contract terms. We understand the difficulty youre facing and want to review this matter thoroughly.
A member of our team will investigate your case and get back to you as soon as possible to discuss potential solutions. Thank you for your patience as we work to resolve this for you.Customer Answer
Date: 11/27/2024
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:11/11/2024
Type: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 been trying to cancel my services with them for months. I tell them that I simply do not need their services any more and they give "solutions" to my problem rather than cancelling the service. I was given another number to call, yet this *** gave me the same script. I just want my account gone as I do not need them anymore. They will not tell me how much longer I have left in my contract, nor is my contract even accessible anymore. The link they sent me during my account creation takes me to a page stating, "This page cannot be found or has been moved." Something is not right here and I do not want to pay them another dime. Please help!Business Response
Date: 11/11/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.
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