Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
If you have a complaint with the company or would like to have a technician sent out to your home, please contact Brandt Neider at [email protected] prior to filing a BBB complaint.

Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/18/2023
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.
I am almost 94 years old. My alarm panel is notifying me that my glass break, medical pendants and at least one door sensor are not working. Alder refuses to send a technician to my house to service the equipment. They put me on hold and transfer me from one person to the next. I have spent two hours on the phone holding and being transferred to no avail on multiple occasions. This is a deliberate tactic that Alder uses and is confirmed by countless online customer reviews as well as former ********************** employees attesting to the policy. Alder tells me they will send me the items to fix the equipment problems MYSELF some of which (glass break sensors) will require me to climb a ladder. I will be 94 years old in two months and I cannot climb a ladder nor am I able to solve the technology problems on my own. I told them I wanted to cancel my account and thats when the real problems started. They will not cancel my account although I have fulfilled the contract terms. I own the equipment and I pay month to month monitoring fees only. When I tell them to cancel, I start getting transferred and put on extremely long holds only to be transferred again and again. Next, they told me I had signed a new contract (since my original one) which is absolutely NOT TRUE! I still have the original 2G panel and would not let them upgrade it because it cost more money. I told them to show me this new contract by emailing or sending me a copy. This has not happened because I never signed another contract! I have had to contact my bank and stop the automatic payment withdrawals from my checking account. I had to pay a fee for this all because Alder would not cancel the monitoring service at my request. Now they are calling me and harassing me telling me my account is past due. This is elder harassment and elder abuse and I want it to stop!
Business Response
Date: 02/24/2023
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 to compensate for the downtime.
Customer Answer
Date: 02/27/2023

Complaint: 19429822

I am rejecting this response because: I do not want the free month of service offered by Alder. This offer does not resolve the complaint of Alder refusing to send a technician to fix my equipment. They want me to fix it myself by sending me the necessary items. I am 94 years old and I am not capable of solving this problem. One issue requires climbing on a ladder to reach the glass break sensors! I cannot safely climb a ladder, its just that simple. My wall panel is still telling me that my glass break and medical sensors are not working. I am 94 years old and live alone. I need working medical pendents and glass break sensors. What good is a free month of monitoring (solution offered by Alder) if my monitoring equipment isnt working? How will they be alerted to send help if my equipment isnt working? I want them to send a technician or CANCEL my monitoring service and STOP notifications of past due balance. I had to stop auto pay because they will not cancel my account or send a technician.

Sincerely,

*****************************
Business Response
Date: 03/03/2023
We are working on getting a technician out to your home and we should have an appointment for you shortly.
Customer Answer
Date: 03/03/2023

Complaint: 19429822

I am rejecting this response because: There are numerous complaints registered with BBB against Alder stating that Alder informed me they would be contacting me to schedule an appointment with a technician and no such contact was ever made by Alder. The reply I received from Alder saying they will be contacting me to schedule a technician reads exactly as those reported by many other frustrated customers who NEVER heard from Alder after receiving this same message. This promise of a technician appointment is not in keeping with what I and many others are told when we called Alder. Alder stated on multiple occasions when I called for help that, We do not send technicians to solve technology issues. We will send you the equipment and troubleshoot with you over the phone. I am 94 years old. I can not solve these technical issues without Alder sending someone out to do this for me. I do not believe I will ever have an appointment with an Alder technician to come to my house. They told me on the phone that they dont have any technicians to send, only equipment and phone support. Alder continues to put customer complaints off by giving their customers the run-around. I will continue to pursue this complaint until the appointment is scheduled, the Alder technician arrives and the equipment is in working order.
Sincerely,

*****************************
Business Response
Date: 03/09/2023
We called on 3/3 to schedule a time for a tech to come out to your home but the call was disconnected. Please return our call. If we aren't able to get this fixed quickly, we will release you from the agreement.
Customer Answer
Date: 03/09/2023

Complaint: 19429822

I am rejecting this response because:The response from Alder is a blatant lie. They said in their written response here on the BBB site that they, called on 3/3 to schedule a tech appointment and the call was disconnected. It is true that they called but the call WAS NOT disconnected! I had a full and complete conversation with the Alder representative. The representative scheduled an appointment for a technician to come to my house on Wednesday afternoon 3/8/23. The technician DID NOT SHOW! I was doubtful when the rep said they would send a technician because every time I called about my equipment needing service, they would tell me they would NOT send a technician because they dont do that. When I questioned the rep about this he said, your complaint has been escalated and thats why Im calling you.I have the authority to schedule an appointment for a technician to service your equipment. I am very sure there was never any intention on Alders part to send a technician. What I was told previously, We dont send technicians, we only send the equipment and phone support to fix the problem is the truth. I am 94 years old, my medical pendant , glass break sensors and at least one door sensor are not working. My panel keeps going off and beeping all the time. I cannot fix this technology by myself. I need a technician sent to my house. This company is completely FRAUDULENT in their practices and dishonest with their customers. PLEASE SEND A TECHNICIAN TO SERVICE MY ALARM SYSTEM.

Sincerely,

*****************************
Business Response
Date: 03/14/2023
We apologize if there was a misunderstanding. Another agent will call you shortly.
Customer Answer
Date: 03/15/2023

Complaint: 19429822

I am rejecting this response because:An Alder rep called today 3/15 and I informed the rep that I was recording the phone call and was awaiting a response from Alder per my BBB complaint. The rep then told me that he would schedule a technician to come to my house on March 20. He told me the repair technicians name is Mr. **** and that he would be at my house on March 20. I reminded him that I was recording the conversation and asked him his name and direct number so that I could follow up if Mr. **** doesnt show like the tech that was scheduled for 3/8 and DID NOT SHOW. He told me his name is R and that he doesnt have a direct line, just the main number. I have called Alder to schedule a technician to fix my equipment multiple times prior to filing this BBB complaint. Each time I was put on hold and passed from one person to the next and ended up on the phone for 2+ hours. Every single time they refused to schedule a technician to come to my house and told me its because they DONT HAVE TECHNICIANS but they would send me the equipment to do it myself. I DO NOT BELIEVE a technician will show up on 3/20 but I am 94 years old and I am home all day so I will be waiting. I hope Alder proves me wrong. I am 94 years old and my wall panel keeps beeping telling me my medical pendant, glass break and at least one door sensor are not working. At my age, I NEED MY MEDICAL PENDANT and HOME INVASION TECHNOLOGY TO BE IN WORKING ORDER! I have spent thousands of dollars with this company and was fraudulently switched from ADT when an Alder rep showed up at my door saying that they manufactured the equipment that was installed by ADT and that Alder had bought out ADT. All lies and Alder continues to lie and schedule fake technician appointments. Prove me wrong Alder. You will be sued when I am unable to call for help in the event of an emergency.

Sincerely,

*****************************
Business Response
Date: 03/21/2023
According to our records, the technician arrived and the system is now online. Please let us know if you need anything else.
Initial Complaint
Date:02/18/2023
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 called Alder Security to cancel my service, on February 16th 2023,I had to talk to three different people to try and get my service canceled,but I was told by the last person that I can not cancel my contract with them. She said that I was automatically renewed when I didn't call them to cancel my contract ********************************************* July of 2022,I was contacted by an agent from Alder who offered me a new deal they had and I refused the offer and I asked them about my contract ending soon, she said yes that it ended in July of 2022,the agent never said that it would be automatically renewed if I didn't call and have it canceled , I thought that it would have been done with at that point, but when they kept changing me for the service I just figured it was just that. But I never agreed to renew my contract with them , they told me that I could not cancel my contract and that it will stay active for another five-year service or I pay an extra ******* to end my contract early which I did not agree to, I just want to cancel my contract with them and be done with it.
Business Response
Date: 02/24/2023
The account has been cancelled. Let us know if you need anything else.
Customer Answer
Date: 02/24/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:02/17/2023
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.
Ex wife took over account. She decided to cancel after a week. I received call saying for me to close account it would be $2000. My contract expired in 2021. They said I renewed. I told them to mail me a copy of this. I never spoke to anyone about renewing contract. They said they are mailing me a copy. I haven't heard from this company since I originally signed up in 2016 until last week when my ex wife was trying to take over the account. They called to tell me I was still responsible for the account since she decided to not want it. They are a scam. Worst customer service experience I have ever seen. They use slimy tactics.
Business Response
Date: 02/24/2023
The account has been cancelled as requested.
Initial Complaint
Date:02/16/2023
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.
2018- signed a contract for 5 years 2021- moved so we paid the contracted amount to cancel services 2022- begin seeing Alder charges to our account again, called to complain, signed docs again and paid their outrageous non-contracted fees 2023- getting charged yet again, despite calling to confirm that everything was cancelled and I have no access to services, will call yet again and deal with the ridiculous wait times to do my best not to scream obscenities to the staff of a company stealing my money. Even after changing my card number so they couldnt charge it more, but they found a way.0/10 do not recommend Initially talked into a system with *** alerts for my Deaf husband to be able to communicate with the security staff while also being able to carry the console to my bedside for the nights. When they installed they said both features were unable together. We opted for the *** system but still struggled to communicate effectively with the staff when the alarm went off. Not a great fit for Deaf individuals but we were under contract and couldnt afford to pay it in full to cancel. Here we are still paying for a service that was never what we were promised.
Business Response
Date: 02/23/2023
The account has been cancelled and we have refunded every payment that was made after the lump sum was paid. Please allow a few business days for processing.
Customer Answer
Date: 02/23/2023

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. As long as I actually receive my promised funds.

Sincerely,

***********************
Initial Complaint
Date:02/13/2023
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 cancel services with this company since last year of when I started services I told you have 30 days they will not cancel my account
Business Response
Date: 02/20/2023
We have no record of a request to cancel within the 30 day trial period. The account is in collections and we highly suggest working something out with us before it is sent to a third party agency. If you will pay half of the $399.92 balance we will waive the rest. Let us know if you are able to do this.
Customer Answer
Date: 02/21/2023

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:02/13/2023
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.
On 07/05/2018 , I signed a contract with Alder Monitoring Service for 5 years. The agent explained that with a longer contract, my payments would be lower in paying off the contract. I had $54.99 electronic debit from my bank account on the first of the month. While I had the service, IT DIDN'T WORK. I called customer service multiple times during the first 3 years trying to get some technical help with the service, none of the equipment's worked and I never received any help when I called the customer service number. I called the Alder customer service and cancelled the service on 08/12/2021. Since then I have tried to get a refund, because I never received any service from Alder but was making payments for a service equipment's that didn't provide me with monitoring service. I asking BBB to help me received a refund for the payments I have made to Alder Monitoring Service. From 07/2018 I made till 08/2021 (37 payments) = $2,034.63 plus multiple payments totaling $770.00. A total of $2,804.63. Please contact me if you need documents to verify my information. I have my bank statements with the cancelled checks, but will upload this if requested. Also since Alder never provided me with the monitoring service I signed up for, I feel I deserve the refund for $2,804.63 since I have cancelled the service that never provided me with any monitoring service at all, no customer service support to fix the equipment or provide me with information on fixing the equipment.
Business Response
Date: 02/23/2023
We have cancelled Mr. ******'s account as requested. We haven't received a payment since September so a refund will not be issued.
Business Response
Date: 03/09/2023
That is not correct. We have been providing service for this account for years. We will not be refunding the amount you requested.
Customer Answer
Date: 03/10/2023

Complaint: ********

I am rejecting this response because:

That is incorrect information, because the monitoring's system didn't work from the time I received the equipment and if you will look at my account you will see that me and my wife called you so many times to have someone come fixed the issues with the service. I have documents from several agents explaining I wanted to get a refund for a service that didn't work and I was told someone would g in touch with me about the refund , but no one never did. All they called about was getting more money from me. I'm still requesting my money back from a monitoring service that was not working at all. The equipment never did work and I tried over and over to get help from you, this was just a SCAM to get my money and not receive any help. The customer service agents keep transferring to different departments because they can't help you, or they tell you someone will contact you about the problems you are having but they don't. All they contact you about is receiving the payments for a service that doesn't work. If you look at my account you can see the all the times I called to get technical support unless your agents don't document each times a customer calls in. Your agents say all calls are recorded. I advise a supervisor to review my calls. And I'm still requesting my refund of $2,804.63.

Sincerely,

**** ******
Initial Complaint
Date:02/10/2023
Type:Sales and Advertising 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 purchased this system in 2021 and within the first 6 months we had to have the fire/CO2 alarm disconnected because it wasnt working properly. Since then sensors have gone out and do not work properly. We hav ***** numerous phone calls for resolution and no one can fix it. We sit in the phone for hours doing the troubleshooting that they ask us to do. At the end of each call we are told that a ticket will be opened so that they can fix our problem. That has never been done. Due to their inadequate technical support we have had FD dispatched to our home numerous times, again because of their faulty equipment. They can see that there is a phantom sensor but cant remove it. We want a full refund for the system since the system has NEVER worked properly and they clearly have no clue how to correct the issue.
Business Response
Date: 02/17/2023
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.
Initial Complaint
Date:02/08/2023
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.
Had a alarm with them for yrs...needed a new camera they sent it...the camera wouldnt work they troubled shoot it for three wks...still not working...they refuse to come to my house an fix it...told them I dont wont it cause it does not work...they said I have to continue to pay for it...after yrs of use..I told them it should be paid for...now they refuse to fix it.
Business Response
Date: 02/16/2023
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. We have also given you a free month of service due to the problems with the camera.
Customer Answer
Date: 02/19/2023

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:02/08/2023
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 $41.99 a month for the last year and not able to use the service. I have been waiting on a panel upgrade. I have been told that they are waiting on a technician to come and install my panel. I have been told that I have been escalated and would be next to have a technician come and install the panel. They don’t even know when a technician will come and install the panel. I have been told they would even mail the panel but then come back and say I have to have a technician come out and install it because of it being a 3G upgrade.
Business Response
Date: 02/15/2023
We have credited your account to compensate for the downtime. An agent will be in touch with you soon to schedule a time for a technician to go to your home.
Initial Complaint
Date:02/07/2023
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.
In June or July of 2022, in exchange for extending our service contract for 24 months, we were promised a technician would come to our home to install a doorbell camera, an outdoor camera and would check and repair any of the existing door and window sensors. On January 12, 2023, after navigating the gatekeepers, we finally spoke with an account manager named ***********************. He ultimately said that Alder wanted to honor the agreement they made with us and that he would contact a service technician and get back in touch with to schedule the installation. We've never heard back from ****. We are now told that no technician will come but 1 camera could be sent for me to install. Although Alder refuses to honor their end of the contract, I am expected to uphold mine. For us to cancel and be done with this company, we would have to either 1) pay them for the remainder of the 24 months or 2) convince someone else to take over the contract. Why would I ever recommend Alder Security?
Business Response
Date: 02/15/2023
We have tried to call **************** to schedule a time for a technician to go to her home but we have been unable to reach her. We sent an email and text asking for a date that works for her. We are still waiting for her response.
Customer Answer
Date: 02/16/2023

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 only concern we have is, that due to work schedules, we will not be able to have the technician come out to our home until a week from tomorrow (2/24). After speaking with your representative, we understand that if the business fails to follow through, we will be able to contact you to help rectify the situation. Thank you for all your help and attention to this issue.

Sincerely,

***** And ***********************

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Alder is NOT a BBB Accredited Business.