Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

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Important 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

994 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2023
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.
We keep getting past due letters. They say their company put into our home 2 window cameras, 7 glass breaks and 11 motion detectors. My third complaint notifying them was April 18, 2023 at 5:53pm. This is fraud and senior abuse. My husband and I are military veterans and this is driving us nuts. They say they have a contract but we do not and we will not be strong armed into paying for a security system they have not installed.
Business Response
Date: 04/26/2023
This has been reviewed and we have agreed to cancel the account and waive the past due balance. Please reach out to us directly if you need anything else.
Initial Complaint
Date:04/18/2023
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.
Alder Security does not operate in good faith. First, they sent a representative to our home in late October to change the alarm panel box which they indicated was an upgrade and required a signature indicating that the installation of the new unit had been completed. What the representative did not say when he installed the new panel was that my signature would be used to establish a new contract! The initial and expired contract was signed by my wife. Only days after replacing the panel box the system stopped working. We reached out to the company on three separate occasions for a tech to come out and replace the box. The first date the tech came earlier than agreed, as both my wife and I work, it was agreed that the tech would come after 4pm. He came at 2pm! We then given another available date for the tech to come out which was a week later! The tech did not show. Another call was placed and again we were given a date a week out for the tech to come to our home. Again, the tech was a no show! After over a month of no security service at our home, we made a decision to cut ties with this company, as it seemed they had already made that decision for us. Upon notifying them of this decision, we were told that we were under contract! The message received is that when I signed for the installation of the new panel, that I in fact was signing a new contract! That was a fraudelent claim plain and simple! We have been without security service from Alder since November 3, 2022 and have since moved on. So to get a letter dated April 7, 2023 that we have past due amount and within 30 days we would be hit with penalties and fees, in addition to being placed in a third party collections, which could negatively affect my wife's credit rating, even though she never signed a new contract or agreement is beyond absurb! We are asking for help in this matter.
Business Response
Date: 04/25/2023
The account has been canceled.
Customer Answer
Date: 04/28/2023

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:04/17/2023
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.
On February 16,2017 I signed and entered into a five-year contract for Alarm monitoring service With Alder Alarm Company. In Late September or early October of 2021 I tired to find out with Alder how much more time I had on my contract left. The supervisor I ended. Up talking to refused to give me a exact date. The contract would end. I informed. Her who's name. Was **** that from this point forward under no circumstances do I wish to do business with Alder Alarm once my contract is up. On the week of March 5th 2023 I contacted Alder Alarm and stated that i wanted to cancel my contract. On April 1st 2023 I received a letter from Alder which they Dated March 24th 2023. They stated in the letter that my contract would not be cancelled until I paid ******** which was 90 percent of the remaining agreement that was for five years February 16, 2017. I asked what do you mean my contract Agreement ended on February 16th 2022 five years after I signed it. I was talking to a unnamed supervisor, She then said How about I lower you Monthly Payment by ten dollars a month. I stated no I want to cancel my contract. She then put me on hold for about five minutes. When she came back to the phone she stated to me that in early 2022 they meaning Alder Alarm came out to my house and I signed a new Five-year contract. I informed her the only person from Alder that came to my house was a service tech. That stated he was sent for a service call from Alder Management to install a new 5G Alarm Control panel do to the fact that the 3g Panel would no longer work after 5g was put in-service and I would have no service if I did not have it changed to the new 5g panel. when the service tech completed the new 5g panel he had a I pad or some kind of a small computer and asked me to sign that he installed the new 5g panel. Alder is trying to tell me that I signed a ew Five-Year contract at that time. I asked them to produce a copy of the new contract they stated that I would have to get a Sopena to get that information. They informed me the contract would not be cancelled until the ******** was paid.
Business Response
Date: 04/25/2023
We have a recorded call with ****************** where we thoroughly went over the renewal. We asked him multiple times if he understood he was renewing his agreement and he confirmed each time that he did understand. Based on this, we are unable to cancel at this time. A copy of this call can be provided upon request.
Initial Complaint
Date:04/17/2023
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.
This companys equipment stopped working around 2 months ago, the security panel. I have yet to receive one. I asked to be let out of my contract that ends In December they said I would have to pay a fee. They are still charging me monthly for a service they are not providing me. They said they can send out a technician however the technician can never come out on the days that I am working. I have Mondays off. The only time they will return my phone calls is every other day other than Monday. As I said they are charging me for services they are not providing. This is a home security company. My home is not secure with this company.
Business Response
Date: 04/25/2023
Thanks for letting us know. We've informed the manager to arrange a Monday appointment for you, and they'll contact you soon.
Customer Answer
Date: 04/29/2023

Complaint: 19947524

I am rejecting this response because:

Sincerely, they have not reached out and when I call Im on hold for 45 minutes before I have to hang up.

*********************
Business Response
Date: 05/04/2023
We have a technician that can come by on Monday the 15th between 12PM and 4PM. An agent will call to confirm. We have also given you two months of service at no charge to compensate for the downtime.
Customer Answer
Date: 05/09/2023

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:04/14/2023
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 was moving from Maine to Kernersville, NC. I ordered cable TV service on September 12, 2022 for Kernersville, and this security package was offered with the understanding I had 30 days to cancel. I called Alder on September 25 and requested the security to be cancelled and they agreed to cancel and said they would send address to return the equipment to. They never did. I have contacted them 8 times since then, many times being put on hold. Other times I requested to speak to supervisor and was put on hold and hung up on. After 6 months they contacted me via email requesting payment of $2,637.47 to close my account. I never even took equipment out of box because I wanted to return it within the 30 days. I want to return the unused equipment, cancel this account , and I owe them $0.00.
Business Response
Date: 04/21/2023
We have attached a return label for you to return the equipment. Once received, we will cancel the account.
Customer Answer
Date: 04/24/2023

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:04/13/2023
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 parents where taken advantage of salesman had them to sign agreement of service which they did not get I have reached out to this company on numerous occasions they will not assist my parents are 84 and 86 years old my Mom has dementia I reached out to them to cancel this agreement where my parents DID not get monitoring service when I got the sales man he told my Dad to the equipment back to Memphis and we did in July 2022 we have been trying to get this resolved I send email to try and cancel this they kept stating that they will send a form that my Dad had to sign out of almost a year long we finally got this form. Along with my Dad has been getting invoices payment which he did NOT get their service I got another company to service my parents to protect my Mom that has dementia. My name is *** ******** POA for my parents my number is *** *** **** could you please assist. I was to file a compliant with the States Attorney of Mississippi as well.
Business Response
Date: 04/20/2023
Payment for this system hadn't been received since August of 2022. This is one of the reasons services were not provided. However, to accommodate the customer, we have cancelled the account and waived the past due balance.
Initial Complaint
Date:04/11/2023
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.
late in may 2022 was offered a 30 day trial for trying alder security. July 3rd was the end of the 30day free trial for alder security. in the time of the 30 day alder sent me a bad computer panel. i spent several phone calls on the phone trying to get the issue resolved and they kept blowing me off. i talked to four of five technicians in the first 2 weeks. they would not take no for an answer for me to cancel and assured me they would make things right. the only thing that was taken out of the box was the panel all the other equipment has never been out of the box. so many problems occurred that my bill went from 70 dollars a month to like 30 bucks a month. they never honored my 30 day trial. July 3rd should have been when i would have received my first payment, but because they never intended on fixing my problem and just kept giving me the run around. august 5th thru 7th a technician was suppose to come and issue a new panel computer but never called or showed up. then in september they took my first payment. nothing i said was heard, these people had one agenda and that was to make a sell. they lied to me and never fullfilled their 30 day free trial commitment and totally blew me off until the 30 day free trial had expired. that should make the entire deal null and void. i want nothing to do with this company who clearly just wanted to make a sell. the only reason im turning this in is because i worked hard on my credit score and am not gonna let Alder security ruin my credit that *** worked so hard to recover and restore.
Business Response
Date: 04/19/2023
The account has been cancelled as requested.
Customer Answer
Date: 04/19/2023

Complaint: 19925646

I am rejecting this response because: they have been trying to charge me for months on paying for this security and have said they are going to send it to collections. I trying to avoid being sent to collections because alder failed to get my service up and running. They just gave me the run around for months. Doesn't matter that it's cancelled cause their intentions is collection.

Sincerely,

*************************
Business Response
Date: 04/24/2023
That is not correct. When the account was canceled the remaining balance was waived. You will not be sent to collections.
Initial Complaint
Date:04/11/2023
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.
We got our security system installed last summer. From day one it was not installed properly. They never installed the video equipment in the backyard and finally after months said they didn’t even have the paperwork on that even though I have the paperwork. The doorbell have never worked so I have to tell everyone to knock and not ring my doorbell. No one works in my area so they can’t come fix it. In February the night of a big storm my system made a noise and stopped working completely. Every single time I have called I have been told no one was working in my area and it would be at least 6-8 weeks. They said when they fix it I will be reimbursed for all the other payments. I asked multiple times to please come get the system and they said we signed a contract and they will not let us out of the contract. They cannot uphold their end of the contract yet they want us to continue to pay. In March somehow my credit card got taken off of automatic payment so then they started calling me on a very regular basis wanting to put my card back on file. Each time they call I ask them when they are coming to fix my system. I am again told their is no one in my area. I told them when they fix my system I will give them my card. What I want is the to come and get their system and give me back my money I have paid for a system that has never worked correctly. That’s all I want.
Business Response
Date: 04/18/2023
We called to schedule an appointment for this Thursday between 1 and 5PM but we were unable to reach you. A voicemail was left. Please return our call. Thank you.
Customer Answer
Date: 04/18/2023

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,

******* *****
Customer Answer
Date: 04/25/2023
This email is in regards to
complaint #********. My name is *************************. I would like it reopened as it has not been dealt with. I accidentally clicked the button and closed.
When I spoke with Alder after calling them back they did set up an appointment to come to my house and take care of everything however it fell through.
I spoke with someone from Alder, at this number ************. I think his name was ****** but I couldnt understand the name very well on 4/18/23. He said someone would be here between 1-5pm on 4/20/23. We went over everything that needed to be fixed. The wall panel that doesnt work at all, the doorbell that doesnt work, installing the video system outside that was never installed.
At 3pm on 4/20/23 a technician called to say he was finishing late in another town and it would be 6pm before he could arrive at my house and wanted to know if that was ok. He said it would take him at least 2 hours and he was only told about the wall panel and doorbell.
I told him my daughter has special needs and she goes to bed around 6-6:30 so I wasnt sure how well that would work.
I also told him I was told the video cameras would also be installed. He was not made aware of the video cameras. I asked him to contact his company and speak with them about this and call me back. When the technician called me back he said he spoke with Alder and they told him they made his scheduled to full and someone would contact me to reschedule.

I then called the man back ******? whom I spoke with on 4/18/23. He didnt answer so I left a message for him about the fact that the guy was coming much later then I was told that he wasnt told to fix everything that needed fixed. I told him if they cant fix everything then they need to collect their system. I asked him to please call me back. I told him this is getting very aggravating. He called me back after 6pm as he said he had been in meetings. He contacted the lead tech and plans to get back with me tomorrow 4/21/23. I told him we would be busy with Dr all day so if I dont answer to please leave a message. He said he would tell them to leave a message.
4/21/23 no one called and left a message. As of 4/25/23 I have had a few calls from Alder and as soon as I answer the phone the call is disconnected. No has left a message either. I am tired of dealing with this company. I would like my money back. I would like out of this contract. They are obviously still having a hard time getting someone out to my house where they tell me they have no one in my area.

Sent from my iPhone
Business Response
Date: 05/01/2023
We have been calling to get this rescheduled but we haven't been able to reach you. Also, we have waived the past due balance and have given you a free month of service to compensate for the downtime. Since we haven't been able to reach you by phone please email me a date and time next week that works for you to have a technician come by. Please send that information to ***********************************
Customer Answer
Date: 05/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I did not have any messages from them but they did call me today and scheduled an appointment for this coming Monday to be at my house between the hours of 8am and noon. Fingers crossed the show up. I made it clear with the lady I expected everything completed. We will see.

Sincerely,

*************************
Initial Complaint
Date:04/10/2023
Type:Product 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 been with Alder since 2021 & this system has been down more than up. Half of the time I don’t even get the notifications to alert me that there is motion or that a human is detected. When I signed up I was not told it was a 5 year contract which was under false pretense. I was told I would get a doorbell camera & 2 perimeter cameras. The guy never came back. Then when I called they told me I would have to pay an extra monthly fee if I wanted to add another camera. I already don’t feel secure with their systems because it’s down so much & it doesn’t send proper alerts so how secure can you feel like that. I called about getting out of the contract and they said I would have to pay way over a $1000 to cancel. The app is terrible. The customer service reps are rude and don’t try to help you at all. I have had several false alarms saying it was fire when it wasn’t anything happening in my home. It really has been hell having this system. As I’m typing right now it’s currently not working on the app so I can’t see if anyone is outside of my home or not. I just don’t know what to do at this point. I would not recommend this system to anybody. The reps that sign you up are very dishonest because if I would’ve known I had to sign that many years and wouldn’t get all of the camera I was initially told I would get I wouldn’t have never got it and also if I would’ve known it wouldn’t properly work at times. I live alone so I need it to work properly.
Business Response
Date: 04/18/2023
Thank you for bringing this to our attention. Our technician will be in touch with you shortly to schedule a time to get this fixed.
Customer Answer
Date: 01/16/2025
The cameras have been out for over a week. I called multiple times and was even told on one call that if I couldnt go outside in the 20 degree weather then it was nothing they could do for me. I finally got someone with sense a week & 2 days later only to be told there is another app to view the cameras then you have to pay on the app to see the recordings. After that the other app went down then they stated on the following day that its another app I have to download. I want my service terminated. The cameras dont work half of the time or the apps are down. Ive had this problem over and over. They are not holding up their end of the contract to provide security and camera service. I want to cancel my service. They wont even give you a discount when service is down. The *** told me they dont do discounts but they want full payment for services not rendered.

Desired Resolution:
Refund
Business Response
Date: 01/17/2025
Thank you for reaching out and sharing your concerns. We understand your frustration and sincerely apologize for the inconvenience youve experienced. A manager will contact you soon to address this matter and work toward a resolution.
Initial Complaint
Date:04/09/2023
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.
This company has been charging me 65 dollars a month for security since August 2022 and have never installed any equipment. Every time I call they tell me I am at the top of the list . I want the contact voided because they have not kept their part.
Business Response
Date: 04/14/2023
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon. We have also credited your account 5 months payments to compensate for the downtime.

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Alder is NOT a BBB Accredited Business.