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

992 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:01/13/2023
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.
$43.99/ month and the last 6 months the system has been offline I have called at least 3 times and have been told that a new software to update the system would be sent in the mail within the next **** days and have not received it. It is hard to contact the company. I would like a full refund of the 6 months of paying while offline and to cancel my contract so I can find other security for my home.
Business Response
Date: 01/20/2023
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 credited your account for all the months the system has been down.
Initial Complaint
Date:01/12/2023
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.
I've been trying to get a refund of funds debited from my bank account by Alder Holdings since November of 2021. Each time I called the company, a representative told me that I needed to complete a form that Alder would send me and that I should return to Alder. I've never received a form and Alder continues to debit my account for $49.99 every month. I'd like to receive a refund of at least $699.86 ($49.99 x 14 months) plus $49.99 for every subsequent month that it takes Alder to resolve this issue by sending me a refund.
Business Response
Date: 01/20/2023
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: 01/21/2023

Complaint: 18805371

I am rejecting this response because:American Home Shield has told us repeatedly that our concerns will be "escalated" and that they will be in touch with us "soon." They have not done so. We would like a response that details specifically how American Home plans to address our complaint.

Sincerely,

*************************
Customer Answer
Date: 01/23/2023
This complaint is against Alder Holdings. I have two complaints (Alder Holdings and American Home Shield.) I confused them in my response. I apologize for any inconvenience I caused.

Business Response
Date: 01/27/2023
Our technical support department has been trying to reach you but nobody is answering. Please return their call.
Customer Answer
Date: 01/29/2023

Complaint: 18805371

I am rejecting this response because: the telephone number [**************] is in the BBB complaint. Also, we do not answer calls that indicate that they are spam risks. If you can, please make sure that your call is identifiable by caller id.
If your name cannot appear on caller id, please leave a voicemail message and we will return the call promptly.

Sincerely,

*************************
Business Response
Date: 02/03/2023
In that case, it may be easier if you call us. Our number is **************
Customer Answer
Date: 02/03/2023

Complaint: 18805371

I am rejecting this response because: attempts to reach **************** or any other Consumer Relations representative at ************** were unsuccessful. The telephone representative who answered the call said that he could not connect us to anyone else.

Sincerely,

*************************
Business Response
Date: 02/09/2023
If you call within regular business hours and ask for technical support someone will be able to help you.
Initial Complaint
Date:01/12/2023
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.
My mother passed away in May 2022. My mother had an account with Alder Security Systems before she passed away. I placed my personal payment information on her account to keep paying for the service until I received my mother's death certificate. Each time I have spoke with someone with this company, I get a different story. I was told they could not remove my payment information from the account, even though I told them they no longer had permission to use my payments information. One associate told me they would shut off the account if I could send a copy of my mother's death certificate. I did that. I ended up having to close the account with my payment information so they could no longer use it. I received an email that the company did receive my mother's death certificate and if I wished to shut off service, I needed to contact the account manager. I spoke to an associate who told me I could either take over the alarm system myself, or I could have them come get the equipment. I called the company and told them I wanted to shut off service and they needed to come get their equipment. The associate told me they couldn't do that and that I needed to speak with an account manager. I received yet another letter with an even higher balance. I finally was able to speak with an account manager who told me I would be responsible for paying the rest of the service on the contract up to ****. She refused to give me any more information and transferred me to a different department. I was then refused again to be given an amount to pay off the rest of the contract and that they can only give that information to the estate holder, which I told them in numerous conversations that I am the estate holder. She then refused again to give me a balance and said she would mail it to me. I would like this company to take back their equipment and never contact me or anyone in my family again.
Business Response
Date: 01/16/2023
We need to know your mother's account number or the monitoring address to locate the account in our system.
Initial Complaint
Date:01/12/2023
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.
I signed up for their home security services in mid July 2022. I had a 90 day trial to see if I liked the service and could cancel free of charge and receive a refund for the initial charges and equipment. I decided before the 90 days was up I didn't like the service and wanted to return the products. It took me almost 2 weeks to get someone just to help me figure out how to return everything and ensure my refund. I returned the items by mail end of August. Per tracking and confirmed by an account manager named ****, they received the items on 9/1/2022. I was then told they'd charge me a $50 restocking fee but I'd receive $108.98 back on my original form of payment within 7 to 10 business days (debit card). The restocking fee was removed from my account the very next day 9/2. I began calling and have documentation of dates and names on 9/20/22 because I had never received the refund. Since then, I have documented 8 phone calls, text messages, emails to multiple contacts, etc with no refund. The latest was Monday 1/9/2023 when I was told I'd receive a call back that business day with some sort of answer. No call back but did get an email saying they attempted to call & I didn't answer (never happened, no missed calls). I emailed back 1/9, 1/10, 1/11 & still have no response. Their new excuse was they tried to refund to my original form of payment and it was unsuccessful so they'd have to mail a paper check to my address. Fine, had me verify my address and said I'd receive a check in 60 to 90 days. That was the first week of October. I have never received a check and when I call, they can't even verify where I am on the list of refunds or how soon they will get to it. They always refer to the finance department but yet I am not able to talk to anyone in that department. Now, I am scheduled to move in the next few months and I have no refund and don't believe I'll ever see one at the point --especially if I have to update a mailing address with them.
Business Response
Date: 01/20/2023
Thank you for bringing this to our attention. We are currently tracking down the check and we should have an answer for you shortly.
Customer Answer
Date: 01/20/2023

Complaint: 18729621

I am rejecting this response because: I'd like to keep the claim open and active until they find the check and get back to you as they stated in their response because I've been waiting on a response from them since August 2022. I don't have a ************ they will follow through at this point

Sincerely,

*****************************
Business Response
Date: 01/26/2023
We understand. We appreciate your patience and we should have an answer for your shortly.
Customer Answer
Date: 02/01/2023

Complaint: 18729621

I am rejecting this response because: I am still wanting this claim left open until a real answer/resolution is provided. It has now been over 5 months of the same "we are looking into it" response.

Sincerely,

*****************************
Business Response
Date: 02/03/2023
The request was resubmitted last week. It appears the original request may have been hung up in the process. The check should be received in the next couple of weeks.
Customer Answer
Date: 02/06/2023

Complaint: 18729621

I am rejecting this response because: As soon as the check is actually received, I will close the case and accept the response. Thank you.

Sincerely,

*****************************
Business Response
Date: 02/09/2023
Thank you. We appreciate your patience.
Initial Complaint
Date:01/10/2023
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've been a customer of ********************************************* system since July 31st, 2017. I had to sign a 5-year contract back then and when it was coming up for renewal in 2022, I sent a certified letter to cancel the renewal on June 11th, 2022, and they received it on June 14th, 2022. I was told by Alder that they did not receive it in enough time and that I had to renew it. Since the renewal I have been having a problem with the service. One of my sensors on the window is not working and I called in to let them know in August of 2022. They tried to trouble shoot with me, but I am 83 years old, and I am not technically incline. I asked them to send out a technician but was told they could not send out a tech. In speaking with ******* in technical support she said that we can continue too trouble shoot. I told her that I would have my son speak to her due to the fact he is more technically incline. My son and ******* tried to get the sensor to work for hrs. in August but were not able to get it to work. He also asked for them to send out a technician and she told him that they could not send out a technician but would send out a new sensor. On September 26th I received a new sensor and on the 27th my son called and talked with ******* to try, and trouble shoot and install the sensor but again it did not work. ******* said she would send out another sensor. I received that sensor on October 5th and again my son and ******* tried to get that sensor to work and were unable to get it working. My son once again asked and even demanded that a technician be sent out to install or fix the problem. ******* said a technician would not be sent out but that she is sending another part to go with the sensor and once I get that part to call them and she would help my son install that part and it should work with the sensor. I never received that part and so I quit making payments in December of 2022. Now ***** is calling for their payment but again my sensor does not work.
Business Response
Date: 01/18/2023
We have contacted ******************** directly. Thank you.
Customer Answer
Date: 01/19/2023

Complaint: 18682358

I am rejecting this response because: They did not offer a solution nor have they fixed the problem. The only thing they did was call to collect payment. I received a call on jan 10 I spoke with ****************** 10 I spoke with *****,Jan 24 I spoke with *************

Sincerely,

*************************
Business Response
Date: 01/23/2023
We have spoken with ******************** directly and this issue has been resolved.
Customer Answer
Date: 01/26/2023

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:01/10/2023
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.
When I signed up with them I was lead to believe theyre were associated with my internet provider Xfinity, which they are not, I signed up with them when I moved under what I believed was a promotion for a free camera due to me starting a new line of internet however I was wrong I was scammed into a 60 month contract that I had no knowledge of. The first call I was told I had the one time fee of $50 for the equipment activation but however if I wanted to cancel all I had to do was cancel after I paid the activation fee, well I was wrong I could not cancel whenever I wanted to, I called to cancel and they want to charge me $2,600.00!!! (To buy out 90% of the contract.) this is insane. Im stuck, I have no options and the customer service account managers they have you talk to to try to resolve this couldnt care less. They wont even reduce the fee or anything I cant pay this much money. This is the worst business practice ever. Whats worse is that my system hasnt even been functioning the past 6 mos. They still do not care or offer any sort of discount on these fees. Ive now been on hold for over an hour waiting to speak to a supervisor (pretty sure they have no plan to transfer me to an actual person. The person I spoke to earlier today told me he was the only one there when I asked to speak to a supervisor. This place needs to be sued. I just want to send the equipment back and cancel so I can go on with my life! Thank you.
Business Response
Date: 01/17/2023
The agreement was explained by the sales representative, over the phone, and in the contract itself. We will cancel the account if the past due balance of $261.95 is paid, a $100 early cancellation fee is paid, and the equipment is returned. The fee can paid by calling the call center at ###-###-#### and we have attached the return label for the equipment.
Customer Answer
Date: 01/17/2023

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 however I don’t feel as if I should be responsible for a cancellation fee if I am already paying $261 for past due balance that I was not aware of seeing as I only agreed to the one time payment not a monthly payment.

Sincerely,

**** ***
Initial Complaint
Date:01/09/2023
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 5th, 2022. Alder came out to replace the Alarm system, new motion sensors. provided a new Key Fob, add cameras, and sensors for the doors. The initial reason why we called is because the alarm kept going off due to it being old, and we aren't able to sleep. It is causing emotional distress. When the contractors came out it, took them 5 hours, and they didn't even have all of the equipment. They left the alarm on the wall, and never took it down. They provided the new alarm and said that they will come back out to relace the broken one. They didn't have the motion sensor, the key fob, or the right tools to replace the existing alarm. The alarm has been going off saying low battery overnight, and it is super loud. The customer is 89 years old, and it is causing stress to her. We called on 1-2-2023 at 11 am, and asked to speak to a supervisor, nobody called back. We called on 1-6-2023 11 am and explained the situation, and asked to speak to a supervisor, we were told that they will call back. Nobody has called us back. We called on 1-7-2023 and nobody still has called us back. We have tried to reset the alarm and it triggered the regular to go off. The police didn't even come, and Alder never even called to check up on us. The alarm isn't even working, and are safety is at risk. Nobody at Alder cares, and we want to cancel our account as of now. The company has put or family at risk. My grandmother is 89 years old. Please call ME ************************* her grandson authorized user **********. If we do not hear from Alder then we will go to the attorney general. This is my last attempt.
Business Response
Date: 01/16/2023
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.
Initial Complaint
Date:01/05/2023
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 began our service with Alder on 12/08/2021. I signed the contract digitally through a link but was never mailed or emailed a copy of the contact. The first control panel we received (2 weeks after 12/08) did not work and we were told there was nothing they could do about it so they had to send us a new one. It took one month for it to arrive. This was the first month where we were paying for the service without an actual active security system. Once we received the new control panel, our security system was up and running for all of 3-4 months. After the first 3-4 months, our door sensor went faulty. It triggered the alarm in the middle of the night. We called alder about this on August 17, 2022. They said they would issue us new door sensors with no issues. We live in an apartment with only one door, without these sensors, the security system will not work. We waited for 3 months and never received the sensors (all while still paying for the service). We called again on November 12, 2022 where we spoke to Apple *********************. At this point we wanted to cancel our service because we were very frustrated. **** informed us that if we wanted to cancel, we had to pay 90% of the remaining contract or give the burden of this contract to someone else. We were frustrated upon hearing this so we requested a copy of the contract. **** told us they could only send it through mail and it would take **** business days. At this point, we still hadnt received the door sensors but she stated they were being shipped at the time. As of January 5, 2023, we still have not received door sensors OR a copy of our contract in the mail. Alder refuses to hold up their end of the contract by providing service but they still expect us to hold up our end of the contract. They claim the best they can do is give us a 1 month credit despite us not having a security system for over 4 months. We never received a copy of our contract nor have we been given the services weve been paying for.
Business Response
Date: 01/12/2023
Thank you for bringing this to our attention. This issue has been escalated and agent will be in touch with you soon.
Customer Answer
Date: 01/12/2023

Complaint: 18691857

I am rejecting this response because:

Sincerely,

Drake ****
Initial Complaint
Date:01/05/2023
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 had issues with Alder from day one. The equipment that was provided did not work as was promised. My cars were broken into 2 time and were not picked up by the cameras that were pointed directly at them. I called several times to get assistance. They never offered to replace the equipment. I was told that to pay my bill and be out of my contract it would be ****. I didn't have that much. I saved and tried to call and pay and now they are saying over ****. I should not have to pay for something that doesn't work and that they would not take responsibility for. We followed all directions and did everything the tech said to do when trouble shooting. One camera would not connect after the first 3 months. They did nothing. I called many times!
Business Response
Date: 01/12/2023
It is our understanding that ****** has signed you to a second agreement despite your contract with us. Vivint should have paid your balance with Alder before signing you to a second agreement. If you'd like to pay the $1400 stated in your complaint we will release you from the contract.
Initial Complaint
Date:01/05/2023
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.
Entered by BBB Staff - lj Consumer had a five year contract for a home security system. Consumer paid $53.99 month. The contract was up in July 2022. Consumer phoned the company to cancel the contract. He was unable to speak with a representative. The company does not return phone calls to address his questions. Consumer sent a letter discontinuing the service. They mailed the consumer a form to fill out and cancel. The consumer filled out the form and returned it to the company with the last payment for November and December. $107.98
Business Response
Date: 01/09/2023
The account was cancelled on January 3rd and there was no overpayment.

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Alder is NOT a BBB Accredited Business.