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:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2021, I initiated a service agreement with Alder when I first moved into my previous apartment. In April 2022, I relocated to another apartment and subsequently transferred the service to that new location. Recently, in February 2023, I moved to a different place and contacted Alder to cancel my services. However, I was informed that I had only two options available: a buyout of the contract or the transfer of the account to a known party. During the discussion, I expressed my frustration as I was previously unaware of the existence of a contract, and the contract start date was not communicated to me during the transfer of services. Despite speaking with multiple managers, I was informed that the two options presented earlier were the only ones available. Unfortunately, I cannot afford the buyout option at present. Additionally, I have no record of having signed the contract, nor have I received any receipts via email or on Alder's website. To avoid accumulating further fees, I proposed to transfer the service to my new apartment immediately. My main objective is to terminate the contract as I neither require nor desire the service any longer.

  Business Response

  Date: 04/04/2023

  The agreement was given to you in writing and explained over the phone. However, we will allow you to cancel if you pay a $250 early cancellation fee and return the equipment. Let us know if you wish to do this and we will send you a prepaid label for the equipment.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023 we called Alder support for a technician to come out and fix the issues that we have been having with their equipment for over 6 months now. The carbon monoxide detector, smoke detector, and fire alarm randomly goes off for no reason and we have to cancel emergency response units, (very embarrassing when not cancelled soon enough and they show up to our house for no reason, waste of their time and ours).The back door camera hasn't been working for over 6 months now, I have unplugged it, changed outlets, checked circuit breaker and nothing resolves the issue. Hallway supervision monitor looses supervision off and on. All the things were explained to them over the phone, and we asked that they send a technician out to fix their malfunctioning equipment. I have attempted contacting Alder in the past of the issues that are on going but always get put on hold or hung up on and just gets frustrating after while. We don't mind paying for a service as long as it works and they maintain their equipment.

  Business Response

  Date: 03/31/2023

  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 technician to go to your home. We have also given you a free month of service to compensate for the inconvenience.

  Customer Answer

  Date: 03/31/2023

   
  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. I do not wish to close the complaint until Alder has contacted me to schedule a technician to come fix all the issues.
  
  Sincerely,
  
  ************* *********************

• Initial Complaint

  Date:03/24/2023

  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 have alder now since ********************************************************************************************************************************** replacement cameras an I called to get them activated an I was on phone for over 2 hours an could not get activated so they sent me one camera an I tryed activating it an could so I sent all back now they are saying I can't cancel my account without paying my account off or transferring it to someone else I'm paying $74.00 a month an not getting full use of there services an they want me to keep paying I will not pay for something I'm not getting full use of an there equipment don't work I just want it canceled an not have to pay or something I'm not getting full use of

  Business Response

  Date: 03/31/2023

  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 technician to come to your home. We have also given you a free month of service to compensate for the inconvenience.

  Customer Answer

  Date: 04/01/2023

   
  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:03/23/2023

  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 got 2 outdoor cameras, fire and carbon detector, glass break and door alarms. one of the cameras quit working,and next the fire department showed up twice and we had no fire. i called to get problem resolved and no one got back with me. i kept paying my bill and finally after almost a year i quit paying because i was just paying for one camera. guess what they called. i told i wanted my service discontiued they have been hounding me to death for me to pay. i can't see paying for something i;m not getting.

  Business Response

  Date: 03/30/2023

  Thank you for bringing this to our attention. We have cleared your past due balance and have given you a free month of service so you aren't charged while we get this fixed. A scheduling agent will be in touch with you soon so we can get a technician out to your home.

• Initial Complaint

  Date:03/23/2023

  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 was offered the security system through Alder for $40/month. Then, was charged $25 more and never received the entire system! They refuse to cancel even though its been two weeks and they said I could cancel within the first 30 days!

  Business Response

  Date: 03/30/2023

  The account has been cancelled and we have submitted the refund to your bank. Please allow a few business days for the money to appear in your account.

• Initial Complaint

  Date:03/22/2023

  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 paying for my Alder alarm system since July, when it stopped working. I suspect it stopped working properly before that, but I was unaware of the problem. I have contacted their technical support over and over, been sent new panels, new cards to reboot the systemall of this has failed. Many hours of my time has been spent on the phone with these people. Today, when I called to cancel the service (or lack of service) I was told that I needed to pay for the entire contract or they would give my account to a credit collection agency. I am terrified that they will ruin my credit.I dont care if they refund my money for payment since July for a product that didnt work. I just want them to go away so I can get an alarm system that works.

  Business Response

  Date: 03/30/2023

  Thank you for bringing this to my attention. The account has been cancelled and a refund has been sent to your bank.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alder Home Security Service: I have not been able to use my alarm system for about a year due to equipment issues. My panel no longer will connect. I have been sent out two panels and was told a SIM card was now needed. I was told the connection issue is due to my panel connecting at 3g. I have been paying this whole time for a system I cannot use. I have made multiple calls to the company and always provided excuses and promises. I have been told the scheduling team will be in contact to set a service call up but have not heard back. Approximately 9 months ago, a technician did show up to my house however no one called me to inform me of this appointment therefore, I was not home. I have also been disconnected a few times when I have called for assistance and been told another time the someone from technical support would call me back and never did. Account number: ****** ****************************.

  Business Response

  Date: 03/29/2023

  The ** card was sent on March 27th and should arrive shortly. We have also credited your account $315 which covers all the months the system has been down.

  Customer Answer

  Date: 03/29/2023

   
  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. The company also contacted me directly leaving a voicemail regarding the *** card being sent and the credit. I very much appreciate your assistance in this matter. Its shocking what finally was accomplished once I received your assistance. If I do not receive the ***/credit, I will reach out.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2023

  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 entered into contract with Alder Security Systems August 19,2017 for a term of 5 years. During this time, no one came out or called to check if our system was performing correctly. After 2-3 years, our system started malfunctioning and I called for a service technician to come out. We were basically left to troubleshoot the system ourselves. Within the last 2 years, we have called several times seeking help, but to no avail. Starting the latter part of 2022, Alder called to try to get us to upgrade our system. I informed them that if I had to sign another contract I did not want the upgrade. One of the technicians told me we were no longer under contract and the equipment now belonged to us. No one ever said that our contract was going to be renewed automatically if I did not request to cancel. I specifically asked one of the technicians if we would still be monitored without the upgrade and she told me "yes". We tested the system in January to verify we were being monitored and we discovered we were not being monitored. When I called in February to cancel, the technician preceded to tell me that my contract was automatically renewed. So we have been paying over a year for a system that is not working properly and now they say we have to pay close to $2500.00 to cancel our service. We are having to get the upgrade and another 5 year contract when that is not what we really want. We have already been debited monthly for well over a year or so for a system that did not work properly. Now they are trying to make us keep their service for another 5 years. They only want to give a 1 month credit but the system has to be upgraded first. Also, back in December, I asked for written verification of our home being monitored. I didn't get the letter until March after my insurance increased without having it. They informed me that my panel has been offline from them. How can they say we are being monitored in March 2023, when my panel is offline since February??

  Business Response

  Date: 03/29/2023

  According to our records an appointment is schedule for April 6th and downtime credit has already been applied. Let us know if anything else is needed.

• Initial Complaint

  Date:03/21/2023

  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 contacted this company on 3.20.23 to inform them of my father's passing and that we needed to cancel his account. I submitted the death certificate per their request and followed up with a phone call as instructed. After being on hold for 30+ minutes, I was routed to an "account manager". I told this employee I needed to cancel my father's service and stop the auto payments since his bank account was no longer active. They told me it was not their policy to cancel the service and I would have to take over the account myself or have someone else take it over or the 2nd option was to buy it out. I asked for them to send me the final bill to the estate. They refused and kept saying that wasn't their policy that I needed to take it over as his daughter. I asked to speak to their supervisor and again they refused. Informed me I would be told the same information. I spent 25 minutes talking to this person asking for them to prepare the final bill for the estate and them telling me they could not do that and would not let me talk to anyone else. No resolution was reached by the time I hung up. My father had this account for approximately 3 years of the 5 year contract. I understand there is a penalty but customer service refusing to provide that information or forward it to the estate and trying to bully the consumer into taking over the account is ridiculous.

  Business Response

  Date: 03/29/2023

  The account we have associated with the address "*** **********" was sent to collections back in 2015 for non-payment. If this is the wrong account please provide us with your father's information so we can locate the account you're referring to.

• Initial Complaint

  Date:03/20/2023

  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.

  November 25,2022 I signed up for service, received equipment beginning of December. I made arrangement to return the equipment Dec 19th. Dec 27 I called Alder to make sure they received it. Account cancelled at that time. Told refund would be issued 5-7 business days. Called several times in Jan only to be told refund would take ***** days and it would be a check. That they are unable to refund back to credit card. Waited the 90 days with no check. Called again only to be told refund was issued Feb 15th. Was transferred to another person who told me the refund would be issued ***** days from date approved-Feb 15th. Not that a check had been issued. Wound not transfer me to the refund department. Also stated supervisor not available from either department. It's been 4 months since this all started and I just would like my refund.

  Business Response

  Date: 03/28/2023

  A refund check was sent on February 15th to the address below. Please confirm that this address is correct and that you did not receive the check.
  
  
  *********************************
  ******, ** 78501
  
  
  

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19624088
  
  I am rejecting this response because: I have spoken to Alder several times. One person told me the same thing. That a check was issued 2/15/2023. The person I was transferred to stated the refund was approved 2/15/23, that a check had not been issued.  That I would have to wait ***** days from 2/15/23. Even thou I had returned the equipment end of Dec 2023.  He refused to transfer me to a manager or supervisor. 

  I received a phone call from Alder 2 days ago trying to tell me a check had been issued 2/15/23. I informed him of all the correspondence with his company.  That his company was unable or unwilling to provide a check number. He stated that he would have that check canceled and would issue a new one. Even thou he wasn't able to see if a check was actually issued.  That he would call me back. Haven't heard a thing yet. So I am still waiting for the refund.

  I still would like to proceed with this complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2023

  We have spoke with ******* and a refund was sent to her bank.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19624088
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I have spoken to an Alder representative but the refund hasn't arrived at the bank yet as of today 4/11. I am still waiting. I will inform you if and when the refund arrives.

  Business Response

  Date: 04/14/2023

  The refund was sent to you bank on April 3rd and should have arrived by now. It was returned to the account number ending in ****.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19624088
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  The refund hasn't shown up as of today April 14, 2023. But bank stated it may take up to 15 days. So I am still waiting.