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:03/20/2023

  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.

  Entered by H363137**3238313831H staff LO Consumer states he has been with the business since 2021. The consumer told the business the neighbors power went out and when that happened all of his security equipment stopped working. The panel no longer works so he can&#**;t view the cameras anymore. He has been paying monthly on his credit card. For the last year the security system hasn&#**;t been working. They advise him they will come and fix it but they never show up. The consumer called them last week to let them know he is still paying monthly but the cameras still don&#**;t work. They offered to send a tech but it will take between 4 and 6 weeks. The consumer received a letter saying he owes $2105.65 to cancel service.

  Business Response

  Date: 03/28/2023

  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 given you a free month of service so you aren't charged while we get this fixed.

• Initial Complaint

  Date:03/19/2023

  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.

  Im the summer of 2022 we had an Alder salesman come to our door and offer us a home security system for $53 a month. We have been searching for one so it was perfect timing. He **** us on a door bell camera and told us it would be able to download video and rewind the camera if something were to happen. He also did not tell us we would be signing a contract. Let alone a 5yr contract. The cameras only record 5 sec. Of footage when triggered and nothing else. But they advertise on social media full Security videos from other security system companies. I also received a smoke alarm. The smoke alarm did not go off today as it should have. We had a fire in our microwave and not a single alarm or notification went off. They will not let us out of the contract even when their equipment has not worked and they are not proving the services they are promising people when they come to their doors. They are making people follow a contract people are unaware they are signing because they are told they can quit whenever they want and are not provided a copy of the contract. They also do not tell people the truth on what is in that contract. I learned for other upset customers online that they automatically renew and in the contract you have to give a verbal AND written notice to cancel but when you call to ask they say they can make a note on the account. There is nothing but complaints on their social media sites and they need to be looked into. They cannot continue to hurt people like this and if they are going to make people pay they can at least provide the services they promise and advertise.

  Business Response

  Date: 03/28/2023

  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 given you a free month of service so you aren't charged while we get this fixed.

• Initial Complaint

  Date:03/19/2023

  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 need to get out of this contract and get the service stopped immediately. I was finally able to hook up the system for the first time after purchasing my home and getting moved into it and it does not work for me. The police got called two times after I connected it I want to stop the service I am handicap and disabled and it does not work for me. I called the company and they sent me this letter saying that I needed to pay $2474.55 to get out of my 60 month contract And I do not agree with this since I was just able to set up I do not have the money to pay this I have been paying the whole time before I installed but now that I installed the service does nothing but call the police on myself which is an issue so I disconnected and need to return equipment I will send the equipment back, but I cannot afford this and I do not want their service. I was not aware of the five-year contract. I cannot use the service since it does not work for me . I want to stop service immediately and return equipment immediately Please send box to do so. I can not pay for a service and equipment that does not perform and work correctly and tied up the police to unnecessary runs.

  Business Response

  Date: 03/28/2023

  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 given you a free month of service.

• Initial Complaint

  Date:03/18/2023

  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 elderly mother cannot live in her home and does not need this service anymore. Since 2019 (it is 2023 now) I have tried to cancel this FOUR times by paying what they demanded which was around $1800 the first time to pay off the contract. They would not send us the contract but we wanted it behind us so we paid it anyway. After the contract was fulfilled years later we started receiving more bills for the amount of $49.19 each time demanding we pay this remaining balance of our agreement in order for our agreement to be cancelled. Every time I payed, printed out a cancellation letter, signed it, and sent it through email. Each time I called Alder and was reassured that they got it and it was cancelled. By now they OWE ME money. I just want to be DONE with them!

  Business Response

  Date: 03/24/2023

  We need your mother's information to locate the account. Please send us her account number or the monitoring address.

• Initial Complaint

  Date:03/16/2023

  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.

  Good afternoon to whom this may concern I am contacting you regarding an ongoing situation with the security company Alder who keeps charging my account for substantial amounts of money. I am getting billed for a security system that has not been in effect for more than 4 years. my home has been gone since 2019. My husband had passed away in 2017 and the home was reprocessed meaning there was no HOME FOR SECURTIY each month as I asked them to remove the services, however they stated that i would need to pay a cancellation charge of ******. because i was looked into a 2-year contract my contract would be up on November 2022 I am still being charged. SO, FROM 20I8 UNITL THE PRESENT OF 2023 MARCH I Have not lived at the residence that they state. i loved a t another residence until the passing of my son with my son and it can be located in public records as well *********************************************************************************** where we rented the home due to me losing my home that the security team is charging me monthly for after informing them about the reposed home and that I no longer occupied the residence as it was taken from me. I then went from that home into a nursing home in which i am currently as residence at ****** health ************************************************. I DO NOT have a security system of THEIRS and if you ask them to activate or deactivate, they can't tell you how and why they can't. because there is no facility there on the premises only land and dirt with no security system hooked u. I have asked the representatives each time to cancel the service and each time they gave me the run around and stated that they could not remove the service and that I could wait until my contract was up which was November of 2022, and the service would be terminated. that did not happen, and they are still deducting money out of my account which is ***** a month. i have never renewed any services because i don't get correspondence and if any are sent there has never been any correspondence mailed to me regarding a renewal or phone call. I Currently live in a nursing home as of June 2022 due to my care giver my son passing away suddenly. I have not lived at the noted address for over 6 years. All my mail forwarded to my daughter who is power of attorney over me. She too has called because with me on the phone as a three-way call because they would not give her information regarding removing the service. i contact my bank as well and they stated that ALDER Would have to cancel the services and that they were not allowed to cancel. This has become a financial burden on me as I live in a nursing facility which takes my income and I have been getting insufficient fund notices from my bank in which the funds are being debited each month OF ***** I Can provider my bank statements as well and my power of attorney document in which my daughhter is in charge of everything and speaks on my behalf. each year they have charged me for services I never received. dating back to January 2018-March 2023. I ask that you look into this matter and please reach out to the consumers on this urgent matter. Thank you for your help in this matter. I Look forward to hearing from you on this matter.Thank you,****************************

  Business Response

  Date: 03/23/2023

  We have cancelled the account as requested and we have refunded the last 6 payments as a courtesy. The contract states you must send written notice of cancellation prior to the end of your agreement to prevent a renewal of terms. However, as mentioned here, the account has been cancelled and a refund is being issued to your bank.

• Initial Complaint

  Date:03/16/2023

  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.

  Let me start off by saying when I signed up for Alder I IMMEDIATELY regretted it. The owner *********************** and his brother ( his name I cant remember) were in our neighborhood going door to door asking people if they want to sign up for their security system services. **** would do the paper work with you and at the same time the brother would install the equipment. They were very fast at what they did and didnt explain much other than that they were from **** and founders of the company & if I could find someone elses in the neighborhood to sign up theyd give me $100 cash on the spot. Not long after having this service I requested to return it and have proof of contacting before the 30 days were up. Yet the company refused to acknowledge it they decided to lower my monthly fee which was nice but it didnt help things. A few days later my cameras wouldnt hold a long charge and my main system would always say communication error, then we would ultimately have to cut off our co2/fire alarm because it would radomly call 911 for a fire that we never had. (Several TIMES!) For two years they had the wrong address in the system even after telling them to fix it and our front door alarm would always go off when no one would mess with it and the cops would go to the neighbors house! My home system needs an update and doesnt even work and they still havent sent out a tech after being asked multiple times! Since I signed up at the end of 2018 I havent seen anyone besides who installed my service but yet they want you to keep paying. I do not suggest this company AT ALL!

  Business Response

  Date: 03/22/2023

  Thank you for bringing this to our attention. We have cleared the past due balance and have given you a free month of service. An agent will be in touch with you soon to schedule a time for a technician to come to your home.

• Initial Complaint

  Date:03/15/2023

  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 bought Alder security system through a third party right after I purchased my home. They told me it would be a one year contract. That was Oct 2021, fast forward to August 2022 when two of my door alarms broke and one window alarm constantly went off. I called for tech assistance to send out at least the one device that fell and shattered and to cancel my medical alarm. They said they would have to make me trouble shot the broken alarms. Including the alarm in pieces. I asked when my contract will end so I can cancel it, they said October of that year. I called back in February after I noticed they were still charging me assuming my account, assuming it had cancelled out back in October. I was told by a nice and honest employee that third parties often sale their services and lie about how long the contract is, usually telling you it will be one year, when it is in fact 5 years. The equipment they give you are the 10 dollar door and window alarms that you get from ********** or Lowes. A security web camera work about 30 dollars, and a screen like a 60 dollar baby monitor. You are just paying for the actual call center employees. Although your contract is a total of around **** dollars. Don't ever fall for this mistake. Order your own devices and webcam for your house. I called back to cancel in March, and they said the only way out of this 5 year contract is to sucker someone else into buying my contract, or paying the remaining 90 % of the contract which for me is **** dollars. I had them send a cancellation notice to take to my attorney and they said they can't give me a copy of the contract I agreed to without a court subpoena. If you are considering this service, please don't do it, they are just trying to lock you into a debt without providing anything in return. My house hasn't ever been secure while I had this security system. I want it cancelled, I want my contract to not put me in debt when it is illegal to bait and switch.

  Business Response

  Date: 03/22/2023

  Thank you for bringing this to our attention. An agent will be in touch with you soon to schedule a technician to come out and fix the issues. We have also given you a free month of service so you aren't charged while we get this resolved.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and installed an Alder Security system in October 2021. Im now selling the house and want to disconnect the service. I called the company and asked to discontinue service and they told me I have a 5-year agreement and I would need to buy it out at 90% of the remaining term. These are outrageous terms and dont even apply a commercially reasonable discount rate. I paid for the equipment. I am livid.

  Business Response

  Date: 03/22/2023

  We will release you from the contract if you return the equipment and pay a $250 early cancellation fee. If you wish to do this please contact me at ************************************* and I will get you the necessary information.

• Initial Complaint

  Date:03/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to cancel service with this company for the past week now. I've started services with them February 5th, 2023. I reached out to cancel March 7th, 2023. I've reached out to 4 different Alder employees now and customer service, and they have claimed that it is outside the 30 day cancellation period and have requested I pay a full $2,511.19 fee for a service I hardly used, and no longer want to continue using.
  
  I have expressed that my living situation gets nearly no use of all the sensors, and that the smoke sensor triggered a false alarm. Even after personally responding that it was a false alarm, people still showed up at my door and caused headache. I have also expressed that I do not have the financials to incur all of these fees as someone who recently started living alone. None of the employees would proceed with other solutions after the ultimatum of paying the full cancellation fee was dropped.

  Business Response

  Date: 03/21/2023

  We've attached a return label for the equipment. Make sure to call us about a week after you've shipped it back so we can verify the return and finalize the cancellation. Again, make sure to call or the account will not be cancelled.

  Customer Answer

  Date: 03/22/2023

   
  
  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:03/13/2023

  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 simply been trying to end my contract with this home security monitoring company for a year. My 5 year contract ends in June 2023. I haven't used their home security system for over two years. I have tried calling customer service to end it early even with the penalty but have been told multiple times I need to call back within 30 days of the contract expiration. Most recently, tonight to be specific, I tried to log in to my account and I get "Cannot read properties of null (reading 'interactive')". This is even after speaking with customer service and trying to log in with three temporary passwords. I get the feeling I will not be able to cancel my service when expiration of the contract date passes, and I'm being blocked from accessing my online account to make changes. I need help to get these people to end my contract and stop billing me every month for a service I don't use and will not use for another contract period. I'm sorry, I don't have account documents to upload as I felt keeping it electronic would be sufficient.

  Business Response

  Date: 03/21/2023

  The account was cancelled on 3/14/23. Please let us know if you need anything else.