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

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:04/06/2023

  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 set up a account with alder security. Shortly after I received the equipment and when I attempted to install the equipment none of it was working properly. The sales representative ******* stated he would send me the proper equipment and after months of trying to get the equipment I told them I would send it back and they could cancel everything. One year later they're trying to get a hold of me stating that my account is past due. And I told them since I've never had their security system hooked up in my house and I've had nothing but problems with it and tried canceling there should be no money owed. All they keep saying is well there's a contract. If anything they are in breach of contract because they never sent me the proper equipment. After requesting a service technician to come out and help install it I was told they don't need to do that we will send you a new box never received it. Also the window shock sensors provided were too big for my windows and they were also supposed to send me the smaller replacement sensors. I never received those either. After talking to an account representative, one of their sales managers stated there's nothing they can do because there's a contract. Now they are threatening to report it to my credit. Their notes show that I contacted customer service 12 times in the first month and a half with no results. This company is blatantly supplying equipment that does not work properly and instead of fixing the problem they just keep billing. This is not proper business practice and I feel I should not owe them any money. I have l sent all of their equipment back 10 month ago. And according to the better Business bureau this is not the first complaint like this for this company. This company should not be allowed to operate if continuing these practices. I'm requesting that alder security tears up that contract and waives entire balance due because they never provided the service they advertised

  Business Response

  Date: 04/13/2023

  The account has been cancelled as requested.

• Initial Complaint

  Date:04/05/2023

  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.

  For 3 months I have been calling Alder to repair my security service which the battery has exploded. For 3 months they have been promising to come repaired it, they never came out. For 3 months now no service. A lot of empty promises. Alders DO NOT miss taking a payment out my account.

  Business Response

  Date: 04/13/2023

  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: 04/13/2023

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

• Initial Complaint

  Date:04/05/2023

  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 is refusing to honor their warranty for their cameras because Im not paying them a monthly account fee. Even though the account and warranty they sold me are Separate. I bought my cameras out right so I didnt have a monthly camera charge. So they refuse to let me replace my cameras using my warranty. I called the manufacturer Kami and they told me that my camera issue was due to software issues and was covered under my alder warranty. I called alder and they flat out refuse to help in anyway

  Business Response

  Date: 04/10/2023

  The only official warranty we have is within the official contract. Your agreement was terminated early as you requested and consequently the warranty on the equipment was void. If you have a separate agreement with your representative please provide us with documentation and we will review it.

• Initial Complaint

  Date:04/04/2023

  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 alarm system haven’t been working at all sence Jan 23 it’s April 23 still not working they have no one that can come an fix they broken in garage sence then. They have been just lying to me they want let me leave company even though there equipment is not working been 4month please help.

  Business Response

  Date: 04/11/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.

• Initial Complaint

  Date:04/04/2023

  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.

  Alder was contracted in 2021 to provide security service for my home at $42.99/ mth. My mom has dementia and we were concerned that she would wander off. The equipment did not work. Alder provided a technician who could not connect the service. I requested a cancellation, and they instead offered credit, and sent new equipment that could not be installed. I requested a cancellation, and instead they sent equipment that was never installed and is still sitting in a box. To my surprise, my brother called about a $42.99 monthly charged to my mom's account in March 2023 from Alder. We called Alder again to cancel and their system acknowledged that there has never been service provided, yet they insist on charging $539 to complete a contract that they never delivered, and refused to refund our money.
  Sierra Valesquez also refused to let us talk to her boss, saying he does not take calls. I demand a refund of the fees charged over thd last two years for a service that has not been privided by this fraudulent company.

  Business Response

  Date: 04/12/2023

  Thank you for bringing this to our attention. This has been escalated and an agent will be in touch with you soon to get this fixed and to make sure you are credited for system downtime.

• Initial Complaint

  Date:04/02/2023

  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 security from Alder security system. The system went down in June 2022. When I called to complain they told me they were going to send a technician out to update the system because it was on only a 2 GB and it needed to be upgraded, every time they try to send out a technician they would tell me that the technician was not in the area they took money out of my checking account until December 28, 2022. I decided to close my checking account to prevent them from getting any more money for equipment that is not working it is now April 2, 2023 and since the last payment in December 2022 I’ve contacted them and informed them that I needed the system repaired they finally called on March 29 to set up a schedule they were supposed to be at my house by 1 o’clock in the afternoon on the 29th they never came they never called then when they try to reschedule I told them we would do it on Saturday, April 1 but it needed to be done by 9:00 AM. The lady on the phone told me that would be fine that the technician will call me 30 minutes prior , I waited until 11 o’clock and no one showed up I went on my work schedule and I proceeded to get several phone calls from Alder stating that a technician will be at my house at 5:15 to 530 on April 1. I informed them that I was not home and it would have to be rescheduled , all I wanna do is get out this contract which originally expired May 23 of 2023 somehow or another they claim that I extended the contract by signing a document online which I do not remember. I just want the company to leave me alone I don’t want the services I want them to come get the equipment and be done with it .

  Business Response

  Date: 04/10/2023

  We have spoken to Ms. ******* directly and reached a resolution.

  Customer Answer

  Date: 04/11/2023

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

• Initial Complaint

  Date:04/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a alarm system that Alder installed in my home. I have had problems with this system for almost 6 months after a upgrade that was done on November 2022.The system arms itself at anytime while sitting inside the house. The police have been to my house numerous times.I have contacted the company 8 or more times within this time frame.Customer service tell me someone will call to set a time for a technician to come out and replace the panel.After 2 months and have not heard from anyone, I called customer service and was given the same information. This time however I was told there are know technicians that service my area.I asked if my system doesn't work and your company can't service it then this is a breach of the agreement and i want the contact cancelled and money refunded for a system that's defective.The representative tell me that they have noted my account of the problem each time that I called.In the meantime. I am paying for service that I don't have and stuck on a 3 year contract with Alder Alarm company and know one to service their equipment they insallled.Can you please resolve this contract with this company. I can't keep giving money monthly for the next 3 year's of a contract they will not honor..

  Business Response

  Date: 04/05/2023

  We have been trying to reach ****************** to get a technician out to his home. If he can return the call to the number we left on his voicemail today, we can get someone out there tomorrow and make sure he is credited for all the downtime.

• Initial Complaint

  Date:03/31/2023

  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 father, *************************, of *********************************************************** *****, became a customer of ********************** in approx. October 2019. He spoke with a representative over the phone and asked to pay 3 years in *********** is currently 93 years old. At the end of his 3 year prepayment, no one ever contacted him to let him know that he would be receiving a monthly bill. He received a bill in the mail early March 2023 saying that he owed $44.99. He attempted to call Alder to cancel the service and was told they would cancel. My father has a severe hearing loss which makes it extremely difficult for him to talk on the phone. Once again, he received a bill. On March 14, 2023, I, *************************, his daughter, called Alder to once again try to cancel. I was informed he had a 5 year contract. I replied that he in fact, did not have a contract and asked they we be provided a copy. On March 16th, I spoke with a Alder cancellation department again. I was told this time, that they had to have permission from my father to speak to me. My father gave verbal permission over the phone. Then we were told they would need a copy of ***** of ******** to speak with me. I asked to speak to a supervisor. I was told they could handle it. I asked again to speak to a supervisor and was refused. I again asked for a copy of this 5 year contract they claim my dad signed and was told we would receive it within a week. On March 30, 2023 I contacted Alder again asking to cancel the contract. I was put on hold for 17 minutes while they tried to find a supervisor. After holding I was transferred to a lady by the name of Apple. She refused to let me speak with her supervisor. I am tired of being lied to and simply put off. They are trying to take advantage of a 93 year old man.

  Business Response

  Date: 04/05/2023

  The account has been cancelled. Let us know if you need anything else.

  Customer Answer

  Date: 04/05/2023

   
  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:03/30/2023

  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 signed up for two years of home security service from Alder on 5/19/2018. The technician that came was young and not trained properly. He made numerous unnecessary holes in my house, took hours to set everything up, didn't have all the necessary equipment, he even fell off the ladder in my back yard while setting up the camera! The equipment wasn't new, it was all clearly used, but it was somehow working okay. By the next year the equipment was failing and the cameras didn't work properly so I contacted Alder to get someone to my house to come take a look. When I finally got someone to me they had accidently set an alarm off and the police showed up to my house and I had to pay a $75 dollar false alarm fee, which they refused to pay. They gave me new equipment and told me it would be working better now. After a few weeks it was back to the same thing. Service was shotty and the cameras and equipment were not working. I reached out to them serval times with no avail to get anyone to help me fix it. I took it upon myself to send the equipment back to them and tried to cancel my service on June 7, 2020. I sent emails and faxes and signed documents to get the cancellation finished. I noticed I was still being charged on my bank statements and when I reached out to them they gave me the run around. They told me they didn't receive the equipment and were pushing me to upgrade my service. On 7/13/2020 I proceeded to try and cancel again and they told me I had signed a 5 year contract and need to pay around $1000 to get out of the contract. I didn't have the money for that and I didn't know what to do because that's not what I signed up for. I have gone through all of my papers and haven't found anything that says I signed a five year contract. Today as of 3/30/23 they have charged me $65.29 a month (totally $1,370.88) since and made me sign more cancellation papers. This is a scam and I need help figuring out what to do.

  Business Response

  Date: 04/03/2023

  The account has been cancelled. Let us know if you need anything else.

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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 moved to Texas in an area where I am unable to obtain reliable internet(rural area). I was told if I am unable to get services at new address then the early termination fee would be waived. The company is refusing to waive the fee. The house in Virginia, where services are at was sold and new homeowners do not want the services. Alder offered to let me pay 90% of the remaining balance but the math isn’t even right. The representative said my monthly payments were 54.99 and I had 39 months left but they’re asking for me to pay 2,191.46 when it should be 2144.61 minus 90% and the representative not only refuses to waive the fee but refuses to see that their math is wrong! The phone call was made on Tuesday, March 28th around 6pm cst.

  Business Response

  Date: 04/04/2023

  We are able to provide service at your new location. The cameras do require a high speed internet connection and if you aren't able to obtain one, we can remove the cameras from your system and lower your monthly rate. Please let us know what you would like to do and then we will get the system installed at your new location.

  Customer Answer

  Date: 04/04/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the monthly subscription is 54.99 and they told me it would only be 10 less without the cameras. It’s Not worth the subscription. I wanted to cancel and they are giving me a runaround about this early termination fee. I would never pay for partial services at that price. 
  
  
  
  Sincerely,
  
  
  ****** ****

  Business Response

  Date: 04/10/2023

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