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

  3135 Millbranch Rd Memphis, TN 38116-1917

• 

  Alder

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

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:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a house in ******, **. it was long, drawn out affair. Previous owner, *********************** had Alder security System. when I agreed to buy the house, he wanted me to take over his Alder Security, which I agreed to try. He said I had to call them and get it switched to my name (transfer agreement) I did not do this right away, because a lot of things were going on in my life at that time (like selling my house in Al. and storing my belongings) ********************** kept notifying me that I needed to call Alder and get the system transferred into my name but never said why the urgency. I finally called them and had it transferred to me, Of course they wanted my bank account # for auto pay of $56.00 a month. When I got moved in, Alder sent a new panel to the house for me to set it up. My daughter and I tried & tried to follow directions but we are not tech support lit. Begged them to send a tech to set it all up. A young man came by from *******, ** to "set me up" but he did not have any equip, we didn't have enough and he acted like he was lost and left. Said to call him when rest of equip came in. (?) We called Alder over & over for help, but no one came. They have been taking $56.00 every month from my bank acct. I called and told them I wanted to cancel them because I had been here almost 4 months with no security. **************** told me I could not cancel this, that I would have to buy them out, at the tune of $10,000.00 !! Said the contract is for 30 months. I asked them to send me a copy of the contract that they say I signed. I have never received it. In January, I called my bank and gave them instruction to stop paying Alder. A stop payment is attached to my acct for them. Cost $33.00 to stop ************** have already tried to get money for Jan, 2023. My concern is they will try to *** me and ruin my credit. I have bills to pay & have a disabled daughter living with me. The house I bought also needs a lot of work done to it. I need every dime I can hold onto, to survive all this. Please tell them to leave me and my bank acct alone. I am 77 years old, living on social security and a small retirement check. (tip: If you take $56.00 per month & multiply it times 30 months, it comes to $1680.00!! (A far cry from $10,000.00) Thanks for giving me a place to voice my opinion and hopefully resolve my is***. *************************************

  Business Response

  Date: 02/10/2023

  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:02/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Alder for over six years. (My contract expired after 60 months.) I paid on time every time as an automatic withdrawal from my checking account was used to pay the bill.
  On October 26,2022 I requested cancellation of all Alder services. They will not cancel my service and continue to send bills. I have made it clear numerous times that I no longer want their services.
  I contacted Alder on October 26,2022, November 21, 2022, December 4,2022, January 19, 2023, and February 4,2023. Each time I was told they would send me a cancellation form by mail. They said they can not cancel my services without a signed form.
  It has been months and Alder has not sent the form!
  I can not sign it if they do not send it! They continue to bill me with additional charges each passing month. Interestingly enough, I receive the continuing bills but have never received a cancellation form.
  I am 89 years old, no longer need their services, and I am not sure what I can do to make them honor my October 2022 request.

  Business Response

  Date: 02/14/2023

  The account has been cancelled and the past due balance has been waived. Let us know if you need anything else.

• Initial Complaint

  Date:02/03/2023

  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 an alarm and monitoring service through Alder. In Oct 2022 I called them to report the app on my phone couldnt arm/disarm the panel. They notified me then that the panel was a 3G panel and needed to be replaced. I found out later that 3G went down in our area in Feb 2022 and I was never notified that my panel hasnt been working. Alder offered to replace the panel in October 2022. They set me up an appointment for Feb 2023, which they canceled the next week due to schedule issues. I asked for them to stop charging me monthly payment for a service I am not getting, and they refused. I asked for a refund and they told me when it gets fixed they would give me a downtime credit but they wont refund the money they have agreed I am due. The panel still doesnt work and I'm still being forced to pay for it every month. My contract ends next year(2024) and I asked to cancel the contract and they told me that if I did I would have to pay an early cancellation fee and I wouldnt get my refund. So I'm stuck. They are not holding up their end of the contract that we agreed to and forcing me to keep my end of the contract. **************** has been rude. They dont listen to me they talk over me.

  Business Response

  Date: 02/09/2023

  We have credited your account for the entire time the system has been down and you will not be billed again until that credit has expired. An agent will be in touch with you soon to schedule a time for a technician to go to your home.

  Customer Answer

  Date: 02/15/2023

   
  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:02/01/2023

  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 have been wanting to cancel my service with Alder Security for more than a year. Every time I speak with someone I get the same run around without results. Im paying for a system thats not working. I get told that I would receive emails and accessories in the mail that never come. Its the same lines with different people every time. I just want out of the contract with them and to be done with their *****************. It has become very stressful and tiring.

  Business Response

  Date: 02/09/2023

  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: 02/11/2023

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

• Initial Complaint

  Date:02/01/2023

  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 contacted this company multiple times. The company had to upgrade radio control panels for the system to function properly. This alert started on my phone through Alders Alarm Application to contact support for an upgrade. I called, I believe back in late summer, and was told the scheduling department would get back to me. They never did indicating they had no technicians in my area. On 3 Jan 2023, the system completely failed. I was billed by this company on 1 Jan 2023 for $61.99 per the terms of my contract. I called Alder Support and they still could not provide a time line to install a new panel. I was advised that they would do a service credit, which never appeared on my charge card. On 1 Feb 2023, my credit card again was billed for $61.99 for no alarm service. I contacted Alder Support on 1 Feb 2023 again and they still had no technician available to get my alarm system to function. The representative again said they would issue a service credit and I was on their priority support list. I am not sue what a service credit is for as this company keeps billing me and providing no service. The representative said she would check with scheduling and that they could not provide a date or even an estimated date when the panel could be upgraded. Due to their failure to provide me service, I requested contract termination and to stop billing my credit card. The representative said they can't do that because I have a contract. I have notified my credit card company and placed the transaction in dispute. This company wants me to honor the remainder of the contract, Nov 2023 but can't provide me service. I would say that is a breach of contract on their part and I should not continue to pay for services they can't provide. I am also writing a letter to this company requesting official termination of this contract without penalty as they can not provide support.

  Business Response

  Date: 02/09/2023

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

  Business Response

  Date: 02/16/2023

  We are working on the technicians route and should have an appointment for you soon. We have given you a free month of service so you aren't charged while we work this out.

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not agree to this being resolved. The alarm system needs to be 1) Restored to a useable status for the remainder of the contract or 2) Alder needs to send me a letter stating they can no longer provide service in this area and the contract is terminated without penalty by either party.
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:01/30/2023

  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 December 7th 2022 my home caught fire. There are several smoke alarms installed by Alder in 2017. The fire was 2 feet away from the panel and smoke alarm installed in a small laundry room. No one was home and Alders monitoring system did not detect the thick black smoke that filled the room. My neighbor noticed the fire and he had to notify 911. I spoke to several people at Alder to file a complaint and terminate my service as I had already fulfilled the 60 month contract. Due to the fact that the Alder system did not perform as promised there was a distinct delay in the fire department being informed. I was told that I would still have to pay over $3,000 to terminate a contract that I had no idea automatically renewed after 60 months. I was then told that Alder would come out and fix the security system but I would have to sign a new contract for 60 months of monitoring.I informed the manager that I did not trust Alders equipment as it failed to notify the monitoring station of an active house fire. The manager was rude and told me either pay the $3,000 or sign another ***************************** another contract that I refused to sign. He eventually told me that he would not help me file a complaint about faulty equipment and ended the phone call.

  Business Response

  Date: 02/07/2023

  The account has been cancelled and we wish you the best.

• Initial Complaint

  Date:01/28/2023

  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 signed an initial contract with Alder security for 5 years in July 2017, the system quit working summer of 2020. No one ever came out to repair but they continued to charge me the ***** a month. When contract ended July 2022 I assumed payments would stop, however they continued to pull funds from my bank. In October 2022 a technician showed up to my door (completely unexpected), he stated he was there to upgrade software on system. I explained to him before he even stepped foot into my house the system has not worked for years, he said upgrade would fix it. He spent an hour in my house, not sure what he was doing, but after over an hour he said he could not upgrade, the panel was broken, He said he could come back the following week with part to fix, he never returned. Finally, I was tired of paying for something that did not work and my contract had expired 6 months ago so I contacted company and asked them to stop pulling funds from my account. The customer support rep tried to tell me I had a contract and could not get out of it without transferring to someone else or payoff contract, I told her I do not have a contract. She tried to tell me contract was signed in October, it was NOT. The tech never mentioned a renewal and no one else ever spoke to me about renewing contract, why would I renew contract on something that has not worked for years. I was sent an email to e-sign but I never opened it or signed it, I don't know who in their company signed but it was not me. I have tried to work with them to stop stealing my money but they have refused. I want this to stop, and want refund for the months contract has been inactive (Jul 2022 - Jan 2023)

  Business Response

  Date: 02/03/2023

  According to our records, the only issues prior to this were some door sensors that had dead batteries. New sensors were sent to replace them. However, since you have honored your original agreement, we have cancelled your account as requested.

  Customer Answer

  Date: 02/03/2023

   
  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:01/27/2023

  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 November 10, 2022, I called Xfinity to purchase home security system for my new home I was purchasing. The *** put me on hold and then another *** came on the line and offered me a home security package. I did not know that this was another company I was speaking with. They sent me over paperwork to sign via docloop. I questioned why it said Alder Security. I was told Xfinity was associated with Alder. The equipment was delivered to my new house before I moved in. I moved into my new house on November 23, 2022. I called Xfinity to see if a tech could be sent to my house to install system. Xfinity knew nothing about this. Xfinity *** stated to me there wasn't any association with Alder and their company. I called Alder numerous times and could not get anyone one the phone. On November 29,2022, I contacted Alder and told the *** I thought the equipment would be coming from Xfinity and I wanted to send it back. The *** named ****** told me to call the office. I tried calling numerous times. She messaged me again on January 3, 2023 stating I was now outside the 30 day window and I would be charged a large cancellation fee. She also stated Xfinity finally cancelled their sercurity department and are now partnered with Alder. She continued to message me. I was completely aggrivated. The equipment didn't work anyways. Xfinity told me what was done to me was wrong. They do not work with them. Alder will not pick up the equipment and keep billing me. They are rude and unprofessional.

  Business Response

  Date: 02/03/2023

  It is our understanding that the customer called Xfinity, requesting a ********************** system and Xfinity directed the customer to **********************. We were only doing what was asked of us. If the customer feels misled we believe it was the fault of Xfinity and we believe this complaint should have been filed against them. Again, there was a 30 day period where the customer could have cancelled without penalty but that period ended on December 14th of last year.

• Initial Complaint

  Date:01/27/2023

  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.

  I have used Alder security system for over 5 years and at this time was not under any service agreement with Alder but continued to pay a monthly fee for monitoring. October 2022 I contacted Alder with equipment issues and problems that resulted in our system not operating correctly. I explained the system had missing components due to renovations and was not being used that I needed to cancel service. Alder offered to send me new equipment for me to install and I stated no I would like to cancel service. Alder then offered to send a technician to install the new equipment if I would agree to new service agreement under the terms of new equipment being installed and I agreed. I have called and notified Alder and their scheduling department 4 times in the last 3 months and Alder has yet to install the equipment or call to schedule installation. Alder explains there are no technicians in or near my location. Note Alder has continued to withdraw the monthly monitoring fee every month from my account for a system that does not work and Alder cannot monitor. Today 1/27/23 I notified Alder to discontinue service. Alder representative now says that service cannot be discontinued until (Option 1) I find someone else to take over my service or (Option 2) I pay for the remainder of my equipment cost / service agreement $1016. I explained that I have waited 3 months, I need to have a security system that works, and Alder is not able to provide. Alder was not able to provide me with a working system like we agreed upon so I simply want the Alder to discontinue / cancel service so I can budget this monthly fee towards a new system.

  Business Response

  Date: 02/03/2023

  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 4 months of free service to compensate for the downtime.

  Business Response

  Date: 02/17/2023

  The account has been cancelled.

  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:01/26/2023

  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.

  A request to have additional services of cameras for security was made by policy holder during the month of September of 2022. Cameras were ordered and we were told they will be out to install them. We have had at least 7 different days scheduled over the last 5 months to have the cameras installed. We get rescheduled for not having the cameras in our possession, they never sent them to us. We get the cameras, get calls confirming appointments with technicians and then we get a call after they were supposed to show up that they need to reschedule for the next month. They have been scamming and taking money for services not provided. They state a verbal contract was done for an additional five years of services and will cost at least **** dollars to buy out the contract. I have asked for paper work showing the new terms of services and have been denied twice. They keep giving me the run around as this security system is being used to elderly and disabled people. The company keeps texting saying we will send out a technician to check battery levels but again they keep rescheduling without letting us know. This system is used to help if my parents/grandparents need help and are not providing any services.

  Business Response

  Date: 02/02/2023

  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: 02/05/2023

   
  Complaint: 18903473
  
  I am rejecting this response because: they have asked to contact me and have yet to do so. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2023

  We appreciate your patience. We are still working on a schedule to get a technician to your home. We should have a date for you shortly.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18903473
  
  I am rejecting this response because: this is the only response I get. There is no resolution and no one from the company had contacted us. We can't get even get the basic request of terms of service. We no longer want your services. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/16/2023

  We called to schedule this a couple weeks ago and left a voicemail. We should have someone available on 2/23 between 12:30-5. Please call us back to confirm at ************.