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:03/13/2023

  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.

  Purchased my home which had a pre-existing system installed by this Company. The original owners of the home (two owners ago) had it installed but none of the owner's since had used it. At first a random squeaking noise would occasionally occur throughout the home. Then one morning the security system alarm went off. Neighbors were called, 911 called, but no help from the Company since I could not verify the original account owner's name (two owners ago) and the account is cancelled. Eventually, that day the *************** cut wires throughout the home until the alarm stopped. I was hit with a noise complaint and fine from my City. No help from the Company unless I was willing to purchase and install a NEW system. In fact, whenever I called for help, the first service agent could not help me and their supervisors all seemed to "be in a meeting"--this happened more than once. The persistent squeak has continued for months. After paying electricians, fire system inspectors, and others they have all indicated IT'S THE SECURITY SYSTEM. Not sure where to turn other than here and possibly lawsuit to resolve this issue. The Company's junk has made my home nearly unlivable.

  Business Response

  Date: 03/20/2023

  The account we have associated with this address was cancelled back in 2020. If you have an account with us, please provide us with your account number.

• Initial Complaint

  Date:03/12/2023

  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.

  While moving my power service, I was offered a trial with Alder Security. I was lead to believe that the trial and the free month offered would start when the system was installed, wich was a after a delay because of issues with the actual move. After installation, I decided thst the system was not for me, and decided to cancel the service. It was then I was informed that the trial period had already ended, as it started when I received the system (before moving) and not upon instalation like I was led to believe. I had attempted this on March 1st, and the trial period according to them ended on Feb 25th There is now a ludicrous cancelation fee, that I feel is not in good practice. The customer service to even attempt to have this resolved has been abysmal, from being hung up on after asking to speak to supervisors, to having to speak through multiple channels to simply receive a copy of the original contract. Judging from many reviews, this is a fairly common occurrence as well. I would like this resolved by canceling the account without a fee.

  Business Response

  Date: 03/21/2023

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

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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.

  Gave the local technician 20 day of communication to come and complete installation of the doorbell camera this was the reason why we consider changing to Alder. No one returned to finish the work. Sent email to customer service they stated the email was sent to junk mail. After contacting them a second time to cancel I received communication for the company. They wants me to continue service with a company that doesn't communication with their customers. They offered me some more wait time for a technician that they are going to send.
  Now they want to pay for a five year contract for a breach of the contract that they committed by not complying with the completion of the contract for the doorbell camera. I have not made any type of payment to Alder.
  Account ****** ***** password *****.

  Business Response

  Date: 03/17/2023

  Thank you for bringing this to our attention. We have waived the past due balance and have given you a free month of service. An agent will be in touch with you soon to get the doorbell camera installed.

  Business Response

  Date: 04/04/2023

  Please work with our scheduling team. If they aren't able to get this fixed we will reconsider your request to cancel.

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you want me to wait again on you for how long. I have been waiting for almost 2 months to get closure of this stressful situation. They sent a lead technician to complete the installation but he said that an adapter was being order. Call him back a week later he said the part was never order. I am  just TIED OF WAITING. And now you want me to trust you to reconsider canceling the contract .Just do the right thing, cancel the  CONTRACT  YOU,  BREACHED. PLEASE LET US END THIS  NOW.
  
  
  
  Sincerely,
  
  
  
  ****** And ****** *****

• Initial Complaint

  Date:03/11/2023

  Type:Billing 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 been trying to get the alarm repaired for 6 months constantly getting the run around they have agreed to stop the monthly payments that are on auto pay but now im getting collection calls from them saying they are turning account over to collections and they are calling every morning between 9 and **** and hanging up when i answer ???? i have excellent credit and i pay my bills all i want is them to styop calling me and fix the system or cancel the contract i have been keeping notes on everything and everyone i have been talking with please help me this is a nightmare ive never in 65 years of life been treated this way by a company and threatened thank you for your time in looking into this matter before it affects my credit thank you for what you guys do its a life saving ring in an ocean of crooks god bless you all

  Business Response

  Date: 03/17/2023

  We have contacted Mr. **** directly. Thank you.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19583397
  
  I am rejecting this response because:
  I have not heard anything from them as of 3-17-2023 @1500 hours
  Sincerely,
  
  ***************

  Business Response

  Date: 03/23/2023

  We were unable to reach you buy phone so an email was sent to ******************

  Customer Answer

  Date: 03/30/2023

  Alder company has yet to confirm receipt of system and still demanding payment after they agreed to cancel contract when equiptment that was sent on the 20th please help first complaint was ******** thank you

  Sent from *************** (******************)

  
  

  Business Response

  Date: 03/31/2023

  The equipment has been received and the account has been cancelled.

  Customer Answer

  Date: 04/03/2023

   
  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:03/10/2023

  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 paying Alder security $50.00 for the last 13 months. They charge a lot of money to cancel, so I have kept trying to resolve my problems with them, but they have never sent me the equipment for home security. I finally had them cancelled at my bank so they can't charge me any further. I would like to receive a refund from them.

  Business Response

  Date: 03/17/2023

  We have confirmation that the system arrived on 3/15. We have given you two months of free service to compensate for the delay. Please let us know if you need anything else.

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Alder is expecting me to get a tracking number when I have already been told by fedex that I would not receive any documentation from them for a returned item unless I paid $25 for it. It is most likely not available. It would be helpful if Alder would tell me the date that they mailed the item, as it has been several weeks since I returned it and I'm not sure what to tell fedex about when I returned it. Alder is expecting me to jump through hoops for them, but I haven't heard a single word from Alder about whether they will refund my $600.00. I have received no services from them in the last year, and they only mailed the often promised equipment after I made a complaint to the Better Business Bureau. 
  
  
  
  Sincerely,
  
  **** ****
  

  Business Response

  Date: 04/10/2023

  The refund depends on the return of the equipment. The information you are giving us isn't consistent with FedEx's policies. A tracking number should be easily obtained.

• Initial Complaint

  Date:03/10/2023

  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 have been paying $55.63 a month for the service. I first called Nov.2022 to report the app on my phone would not arm/disarm the panel. Alder said a technician would have to come upgrade the panel and one would call when one was able to come in my area. I called 2 weeks later, still the same thing. I called Dec. 2022, same thing. 2 weeks later the same thing was waiting on the technician and they stated. I had been escalated and would be next to have a technician come and install the panel. I called in Jan. 2023 and they said I had to sign a contract to get an upgrade and a technician would come out to install it. Feb. 2023 no tech or call. I called back same run around. But they still did not know when a technician would come and install the panel. I told the customer service rep. I want to cancel my services because I keep getting the run around but I was paying the bill every month on time and Alder refuses to honor the contract for an upgrade panel and it is always an excuse about a technician not able to come out going on for 5 months. I called March 1 and the same thing happened. I want out of this company because this was a breach of contract according to a *********** lawyer, which stated ,"When one party fails to fulfill his part of a contract and has no legal excuse, he has breached the contract." He stated not having a technician available for 4 months is not an excuse or acceptable. As of March 2, all of Alder equipment has been taking down for not working correctly and never had a technician come out to update it. I do not want alder any longer because they do not do what they tell you they going to do and that is basically a scamner.

  Business Response

  Date: 03/17/2023

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

• Initial Complaint

  Date:03/09/2023

  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.

  My father passed away at the end of December 2022. I wanted to keep the things he had at his home active until I can figure out what to do with his home. I called Alder and asked for his account to be transferred to my name so I can take over what he had. Alder set up a new account for me instead - which is not what I asked for. They mentioned a 60 month contract but I told them at that time that my need for this service will be short term until I figure out what to do with my dad’s home. Plus I figured the 60 month contract started from when my dad started the service since I was just transferring the account to my name - keeping everything else as it was. I have called several times to get the security system working properly and no one at Alder has been able to figure it out. Each time I was in the phone with Alder technical support for hours, at my dad’s home, with no change. I am not sure how long it has not been working properly since I did not live in the house and my dad was disabled. When I called today to cancel the service, I was told that the only way it can be canceled is if I pay the remainder of the 60 month contract. They restarted this contract in January when I only asked to transfer it to my name after my dad passed away. The representative today was not empathetic to my situation and did not seem to understand or care. Alder is refusing to let me out of the contract (that was not supposed to renew anyway since I asked to only transfer my name to his account not receive a whole new account.) I do not want to continue to pay for a company and service that does not work.

  Business Response

  Date: 03/17/2023

  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: 03/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was given this same response when I last spoke with representative with Alder about my issues and wishes. This was at least two weeks ago. No one has called or emailed. I am not asking for any money back. I just want this company to understand my issue regarding my late father’s security account, understand that their system has not worked properly since I’ve been involved - even with the help of Alder technical assistance, and allow me to terminate this service and account without paying even more money for a system that is not working. I want this account closed immediately and not be charged for anything more. The communication and service with this company has been very poor.I cannot accept “someone will be in touch soon” as a resolution. I feel feel like they are pushing me/my issue to the side with no care or concern. Not acceptable.
  
  
  
  Sincerely,
  
  ***** **********
  

  Business Response

  Date: 03/23/2023

  We called and left a voicemail on 3/21. Please return our call so we can discuss this.

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I received a voice mail on March 21st. I was unable to answer the call as I was at work and in court. However, the voice mail requested a call back due to my alarm system being off line and they wanted to help fix it. This is not pertaining to my complaint and is not what I am requesting. I am asking only for my account with Alder to be terminated/discontinued without any additional expenses or charges for a system that is not working. I only wish to close this account at this point. If this can be done, pls ask Alder to call me back on today, March 24th, when I am off.
  
  
  
  Sincerely,
  
  ***** **********
  

  Business Response

  Date: 03/30/2023

  We would like to discuss the issue before we consider cancellation. Please return our call.

  Customer Answer

  Date: 04/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have recently spoken with someone from Alder and they only wanted to try to repair the security system at my dad’s house, while I was not there (because I do not live there as I have advised numerous times/each time I speak with someone from Alder). I advised them like I have been doing all along that I only wish to cancel the service and security system. The person I spoke with, who was in Technical Support, was not able to help me with canceling. I only want to cancel this service and not have to pay anything additional. That’s it. No other conversation is needed. Why is this request so hard to fulfill??? 
  
  
  
  Sincerely,
  
  ***** **********
  

  Business Response

  Date: 04/10/2023

  We are not ready to cancel the account. The account was just taken over this last January. Please work with our scheduling team so we can get this working for you.

  Customer Answer

  Date: 04/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is not professional nor appropriate for a business to tell a consumer that “they” are not ready to close an account when the consumer is requesting to do so. The account belongs to the consumer and it should be and is usually up to the consumer as to when the service is no longer wanted or needed. I do not wish to continue the service or get it to a working status at this point. I am very dissatisfied with my entire experience with Alder. I am trying to give an opportunity for Alder to just close this account without bringing legal action into it. But my words, my dissatisfaction, and my request to close the account are being completely ignored. For the last time, please just close this Alder account that was started by my deceased father. The service is no longer wanted or needed and I will gladly send back all of the equipment asap. I do not want any other response or feedback except to know that this account that I took over after my dad passed away has been closed completely with a $0 balance.
  
  
  
  Sincerely,
  
  ***** **********
  

  Business Response

  Date: 04/21/2023

  The account has been cancelled.

  Customer Answer

  Date: 04/26/2023

  
  
  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:03/07/2023

  Type:Product 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 been with Alder home security 10 yrs plus. Alder contacted me in 2020 stating they would update the old alarm system and provide a doorbell camera. I have contacted the company several times regarding the alarm going off without reason and even when not armed. One incident took Alder over an hour to disarmed the alarm. The kitchen motion repeatedly gives warnings not working and low batteries. I changed the batteries every 2 to 3 weeks as directed by Alder via phone. I was told each time that a tech person would call to schedule an appointment to update the 10 year old system. As of to date I have not received a call. **as of March 16, ***** bill increased to the additional covered cost of the ring door ****: that I have never received. **2/16/23. I requested the alarm service to be discontinued. Alder refused claiming a contract. Alder have not renewed a contract ** 2/16/23 Alder stated they will email me the contract; the contract was never emailed. ** I have never missed or have been late on a payment. I have given Alder several years to resolved this problem. They have not fulfilled their contract

  Business Response

  Date: 03/16/2023

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

• Initial Complaint

  Date:03/07/2023

  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.

  We ordered the security system December 2021. When it was sent there were no cameras received, and were told these were on back order. We waited 2 months for the cameras. Then when the cameras were received the panel didnt work and had to had to have a new panel shipped. It worked for about a month and then we stopped receiving notifications from the app about activity from the cameras. So basically worthless as it doesnt notify us of activity around our property. We called previously when we had an issue about cancelling but were told we werent in the 30 day period, but we didnt even receive the equipment to use it for 2-3 months. Now the batteries wont hold a charge. They go dead within 24 hours. We called and were told that they would ship new cameras. 3 weeks later and no cameras have been received. When we called again about the cameras we were told that they needed more information to send the cameras and so they were never sent. We were told they need to confirm our internet speed before they can send the cameras. We provided this, but advised we wanted to cancel our service as it regularly not working. We were told we would have to pay over $1000 to cancel or could transfer the remainder of our contract to a friend/family member. When asked to speak with a supervisor they refused and said there are no supervisors and once told supervisors wont speak with customers. When told finally that we could speak with a supervisor we were put on hold for 30+ minutes with no answer. Was on the phone for 3 hours and spoke with at least 5 different people, was disconnected twice and once was taken off hold to hear a conversation from 2 employees about genital piercings. While on hold had to leave my house and was they then refused to ship the cameras because I wasnt at home, despite providing them with the internet speed. We are paying for a service they have failed to provide.

  Business Response

  Date: 03/14/2023

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon to schedule a technician for the cameras. We have also given you a free month of service to compensate for the inconvenience.

• Initial Complaint

  Date:03/07/2023

  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 install their security system in my rental property on 7/19/2019 in 2022 they discontinued use of **** security cameras and they sent out 2 new cameras for all of 2022 and I got the run around about a servicemen coming out to install the new cameras, I returned the cameras in Feb 2023 for a credit of $140.00 which I was informed it would be sent back via check or ach back to my bank . Neither happen I called back on 3/6/2023 and was told the credit was applied to my Alder Account I logged into my account and no credit, my monthly billing was supposed to be lowered to ***** per month because I returned the cameras and only have the security system. Instead I'm still being charged ***** per month and All I get is lie's put on hold and hung up on . This is the worse company I have ever dealt with they shouldn't be in business their customer service reps do nothing but lie and they pass you off to others who claim to be managers but have no authority to assist or resolve anything other than tell you another lie. Regards *********************

  Business Response

  Date: 03/14/2023

  A credit was applied to your account and your rate has already been lowered to $51.99. Please let us know if you need anything else.

  Customer Answer

  Date: 03/14/2023

   
  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,
  
  *********************