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:01/26/2023

  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 not had proper alarm service with Alder for several months in 2022. I called to report it and was told that they are no longer using the alarm system that I have. I asked how was I supposed to know that. They sent another system that needed to be installed. I asked for someone to install the system. They installed it and it still does not work. My alarm goes off all day at random times. We get no sleep. **** stated that I couldn't be removed from the contract unless I paid and there was no one else to speak with. I advised him that for many months they continue to receive payment but have failed to provide the security service that was signed and agreed to provide.

  Business Response

  Date: 02/02/2023

  We have given you two months of free service and an agent will be in touch with you soon to schedule a time for a technician to go to your home.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18900923
  
  I am rejecting this response because: I'm no longer interested in the service. I went months without it working and many nights without sleep because it wouldn't stop going off randomly.  The technician on the phone was annoyed with the noise. My husband has PTSD and this caused many episodes for him.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/09/2023

  Please work with **************. If he isn't able to get it fixed we will reconsider your request to cancel.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18900923
  
  I am rejecting this response because: this has caused me and my family more pain than needed. My husband has to go to the emergency room by ambulance because the alarm went off in the middle of the day for no reason. I worked with the first technician and the 2nd one on the phone for over an hour to fix this and it started back. We are elderly and no longer to pay a company that has not kept their end of the contract. The agreement was signed that Alderman would provide security Alder has failed us too many times. I spoke with an attorney on Wednesday that said I have a fair argument. Our safety and health have been compromised. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/14/2023

  The account has been cancelled. We wish you the best.

  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:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2022 I requested to change the name on my dead mother's alarm system. I was going to continue paying the bill so i wanted the **** to come in my name. Alder sent me new sensors and a new panel to install my self. I am 70 years old. I don't know how to install this system. I have had several members of my family try to install it. After calling the company numerous times with out success, i called to cancel the service. Alder gave me an number to a third party company that wanted to charge me to make an appointment to come out to fix my alarm system. I called Alder back to cancel the alarm system and i was told I had to buy out my contract that started when they sent me the new panel and sensors or get someone else to take over the payments for a system that could not be used. Then I was told there are no technicians in there company to come out per my contract.

  Business Response

  Date: 02/02/2023

  We should have someone available to go to your home next week. We have emailed you directly so we can schedule a day and time that works for you. Please respond as soon as you can.

• Initial Complaint

  Date:01/24/2023

  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.

  5 minutes agoNEW-Edit I am not happy with this company at all. I mover over 3 years ago, canceled my contract in Jan of *************************************** yes we missed 51 dollars being taken out but my husband thought nothing of it and disnt catch it. I am livid that they tried to offer me to sigh back up with them. I ony discovered this because they sent a tech to my house to check my system and changed my batteries. I called in December to find out what was going on and told them they need to stop payment and cancel my service. I was still charged this month and the agent didnt state they were sending out a cancel service agreement. The person i talked to ***** was also confused as to why they sent a tech to my old address as well. I will be getting a lawyer . I wasnt told that i needed to sign anything now on two occasions where as ***** FINALLY said he would send something. I switched because vivent was offering the same price for more equipment . They offered for me to sign back up with them. He apologized for the mistake which admits wrong doing.

  Business Response

  Date: 02/01/2023

  The account wasn't cancelled because we never received your notice of cancelation as is required in the contract. However, to accommodate your situation, we have now cancelled your account.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18892619
  
  I am rejecting this response because: I called and i was told my equipment was paid for and i could cancel my services. I wasnt aware of any other procedure after that. I called in December payment was still taken out of my account in Jan when and i had to call again. So if i there is some other notice that needed to be sent why has my account been canceled now, because i havent gotten any other documents. Even the service guy you sent to my old address didnt know why he was at my home. I had Alder for years prior to moving and there has never been a technician to come out to check my equipment. I asked for a refund and was offered 250 dollars or to restart my service? There was a mistake by someone because i am fully aware i could have moved my services with me to my new home and i didnt want todo that because i found a better company. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/06/2023

  We have refunded the last 4 payments. Please allow a few business days for the transfer to complete.

• Initial Complaint

  Date:01/23/2023

  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 went into a contract with Alder July 2022 for a home security system. The technician came to my has to do the contract and said an installer would be out the following day to install the system. The installer never did come. I have been calling the company since July every week inquiring about the matter and they keep telling me they will get back with me or they dont have an installer in this area. I have requested to cancel my contract and was informed I had to pay $2700 to get out of it or get another company to do a buy out. In the mean time they are taking $49.00 out of my checking account each month for a system that has not been installed yet. I am 81 years old on a fixed in come and I dont have money to be giving away for a service I didnt receive. To me this is a breach of contract.

  Business Response

  Date: 01/31/2023

  We tried to reach you to discuss this but nobody answered. We should be able to get someone out there next Friday but we need you to confirm that you will be available. You can reach me at *********************************** or call us at ************. We will also make sure you are compensated for the downtime.

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this8 resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2023

  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.

  They signed my mother up for a second contract that she did not want. 1st one was to expire Dec 2022. They supposedly called July 2021 to renew. A year and a half before expiration. She has no recollection of this phone call/transaction. She has notes from all calls from them, but nothing on this one. She tried to cancel, but they said she had to pay a $2,000 cancellation fee. Also, her equipment hasn't worked properly since June 2022. Tried to get a tech out to fix/replace, but they said the didn't have a tech in the area. Has tried several times, to no avail. I've talked with them to get a copy of the phone call, but have been getting the runaround. She had been paying on the service with a broken panel. It was not communicating with the company apparently. I had her stop payment for a service she wasn't getting. The last phone call, I told them she wasn't paying for a service that didn't exist. And to not send any more collection letters until this issue was solved. She has gotten 3 in the last 3 months, with the last earlier this month, with a threat to be sent to a collection agency. This system has an emergency button she can press if she can't get to a phone. She is disabled, and if anything happens to her, she can't get to the phone, nor use the button, that's not good with a broken system.

  Business Response

  Date: 01/25/2023

  Please send us your mom's account number or the monitoring address so we can help you.

• Initial Complaint

  Date:01/17/2023

  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.

  On April 28,2015 there was a sales representative walk up to my door from the Alder home security company and talked me into getting this security. He gave me a sad story about how hes in college and really needs this sale but that didnt sale me. I had just had my twins and I needed home security which is why I signed up. The rep never mentioned that this was a 5 year contract. So when I signed the contract I was paying ************************************************************************************ 2023. Their customer service is horrible. It takes very long time to reach someone and in these years since I had them they never did any maintenance. I had to consecutively call them because of the panel not working and upgrades that should have been done in those years. My panel was not working for 6 months and when I finally got a technician to come out to fix it, he has me sign a contract without my consent. He told me I was signing to show that he fixed my panel but he was enrolling me into another 5 year contract which I was unaware of. I called today 1/17/2023 because they owe me a credit since my panel wasnt working and they were still charging me for 6 months. I spoke to a rep to confirm the ending of my contract when she mentions to me that it ends in ****. This is devastating and a scam because a technician was call out to fix and upgrade my panel not to sigh another contract without my consent.

  Business Response

  Date: 01/25/2023

  The renewal has been removed from the account and the 6 month credit has been applied.

• Initial Complaint

  Date:01/17/2023

  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.

  July 2021....I had Alder Security installed in my home.by salesmen in the area selling the merchandise. They set up the monitoring system with a key pad on the wall, a camera in front and back of the home. Very soon afterward say three months the system stopped working. I called the company to have them send someone to check it. One one came. I had the monthly payments taken from my checking account on auto pay. No one never came to check the system up until now going forward this has been 2 years. They continued taking the payments until stopped the autopay from my bank. They refuse to refund my money and said that I was in a 5 year contract which I can't remember signing and are trying to hold me binding to it saying they will not let me out of the contract. I discussed this with one of their managers who said that I have to honor the contract. I refuse because I feel that if I wasn't getting service why should I pay them money each month. I need your help to get my refund for payments while the device was not working and they didn't have it fixed. My home has not been monitored in the 2 years that I have been with them. I feel violated by this company and feel that they have committed fraud against me. The manager insist that I should get the system checked all I want is out. Please see what you can do to help me get this straight.

  Business Response

  Date: 01/25/2023

  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:01/16/2023

  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.

  One of the worst financial scams I got myself stuck in. Had to pay over $3000 to hold faulty equipment in my house that never worked right and I had to buy all new equipment to get in my house I called, message, commented, tweeted the company about my problem and hardships to be only told I had to pay my contract amount not matter what. Alder Security is a big time scammer company. S**** them, I am happy I am finally free from them. Had to pay them the 3k for a service that never worked and after I paid every cent and cancel the contract they still took money out of my account had to threaten a lawsuit to to give me back my money back after I paid them the contract amount for the scam service.

  Business Response

  Date: 01/23/2023

  This account was cancelled back in 2019. It has been four years. Please verify this is a recent complaint.

• Initial Complaint

  Date:01/16/2023

  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.

  I SINGED A CONTRACT WITH ALDER FOR ALARM SYSTEM . MY SERVICE HASN'T WORKED IN A YEAR OR SO.I HAVE *************** NUMEROUS TIMES BUT NO AVAIL. THEY ARE IN BREACH OF CONTRACT . I DON'T TRUST THEM ANYMORE. I DON'T WANT OUT OF THIS CONTRACT.

  Business Response

  Date: 01/25/2023

  Thank you for bringing this to our attention. An agent will be in touch with you soon to get this resolved.

• Initial Complaint

  Date:01/14/2023

  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.

  I am filing a complaint because their sales team lied and deceived me told me I was allowed to cancel my contract at any time hurt me into signing the contract

  Business Response

  Date: 01/20/2023

  The terms of the agreement were stated in the contract and through a video survey at the time of the sale and agreed to by the customer. There is also a significant past due balance on the account. This account cannot be cancelled at this time.