Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

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

441 total complaints in the last 3 years.
60 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:11/04/2024
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.
June/July 2024 got Alder. Was told we could cancel at any time for free. Now being charged almost $3000 to cancel. Never signed a contract for 5 years like they are claiming. The only information they physically gave us is the instructions to operate the system. They said if we put their sign in our yard everything was free except a $50 a month fee
Business Response
Date: 11/05/2024
The agreement was explained clearly by the sales representative, in the written agreement, and was also explained in a recorded video survey. The video survey has been reviewed by us and the customer clearly agrees to the term length. Copies of these files can be sent directly to the consumer upon request.
Initial Complaint
Date:10/28/2024
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.
We signed our contract with Alder 8/2020. The contract states it will be $65.98 plus tax per month for 5 years. We first paid $70.60 per month for the first year or so and it has continued to go up. We are now paying $81.50 which is not what was agreed upon. I feel like we have paid enough to cover the few pieces of equipment that was given to us and we do not even use any of it. We called to check on early cancellation and they refuse to cancel without us paying over $650.00. The customer service and account managers are RUDE and insist on you finding someone else to take over your account. They offer ways to help themselves instead of helping customers. This is bad business and we hope to never have to give them another dime.
Business Response
Date: 10/31/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:10/21/2024
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.
Alder representative came to my house back here around this time last year and talked me into getting a home security in my home. It worked and the representative had someone at my house within 15 mins to install. Well shortly after three days I did not like the security system and called and told Alder I was not happy and satisfied because you can not rewatch your camera if you needed to go back when you're away from home. So the same representative that came to my home that first day said we have 30 days if we don't like it to cancel everything. We'll I did it in three days and they sent me a equipment box to ship their items back to them. They received the package in five days. Then they said they will send me a final paper for me to sign off stating I want to cancel with no fees. So here it is almost a year later they are still harassing calling me for payments and saying they will turn it over to the credit bureau. This is wrong on so many levels because I thought all of this was taking care of and now they are back calling me constantly all day everyday. They really have my blood pressure up because I done worked hard on my credit and I did everything they asked me to do and now this. Please help me.
Business Response
Date: 10/23/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:10/16/2024
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.
10/16/2024 Alder Security Services (Alder ************)My father passed away a few days ago. He had signed up for Alder Security Services. My mother simply wanted to terminate these services. The phone call I witnessed has to be the worst example of customer service I've ever heard. Rather than simply terminating the services, Rey (female) acted like there was no way to remove their services. After moving up the chain to ****/Jem, it only got worse. He wanted to give her a month of credit, but had no intention of disconnecting the service.
Business Response
Date: 10/18/2024
Please send us the account number or monitoring address so we can locate the account.
Initial Complaint
Date:10/15/2024
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 had to move to ******** for work. That's 1500+ miles from everyone I know. Upon moving, I felt it was a smart decision to look into extra home security. While setting up my utilities, there was an offer from Alder that would give me this extra security for $40 a month. Thinking it was a good idea, I signed the contract. It was not explained to me that it was a 5 year contract and if I wanted to cancel, it would be h*** Upon receiving the equipment, the alarms would go off constantly and for no reason at all. I had to disable the alarm system for months because Alder offered no solution. After 7 months in ********, my job again had me move. I tried to cancel then seeing as to how I hadn't even been able to use it and would not be needing it in the new state and they wanted well over a couple thousand to cancel. That was unfeasible as I was also paying to move cross country. They put me on a deferment. In that time, they apparently sold my account to ADT. I have had zero communication from *** until they recently sent an email stating I owed over $120. Upon contacting them, *** stated I was months behind on my bill. I asked how when 1. I had never went into a contractual agreement with **** 2. I haven't received communications from *** about an account that I have zero access to. and 3. I haven't been using any security service nor was I supposed to be being billed by Alder. They then said I have to receive a call back from someone else and that wouldn't happen for at least two days. It is completely illogical and wrong that I should have to pay a company thousands of dollars to cancel a service I never agreed to nor have ever even used. I would like that company to waive any fees they say I owe since I have yet to receive any actual home security service nor sign any contract with ***
Business Response
Date: 10/17/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:10/02/2024
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 had a five year contract with Alder (July 2019 - June 2024). I informed them in November of 2023 when they automatically upgraded me to their new plan, that when the contract was up, I wanted it cancelled. I again told them in March of 2024. However on August 16th, I noticed a charge on my account so I call my bank and did a stop payment. I then called Alder asking why was I being charged and they kept giving me the run around. I was put on hold for one hour twenty seven minutes on my second call August 16th. Between August 16th and August 19th, all I got were questions about why I was canceling. After refusing their offers of new equipment and discounts, I was told that it had auto renewed. I asked why? When they were informed in November of 2023 and March of 2024, that I was not renewing. After asking for copies of all phone recording, written documentation and acknowledging that I would be posting to ********, Instgram, TikTok and *******, I was told that I would be receiving a call from the escalation team. However, that call never came. Instead they constantly call me when Im at work (even though, I have asked that they call me after 5:00 p.m. I want Alder to stop with the harassing phone calls and honor my request to cancel my contract. The requested was done months in advance and should be honored. This is happening to way too many customers to say theres not a problem with dishonesty at this company. The customer service is awful but the deceitful ways needs to end.
Business Response
Date: 10/03/2024
Thank you for bringing this to our attention. We are reviewing the account and we will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 10/04/2024

Complaint: 22373016

I am rejecting this response because: Since August 16th they have given me the same response. I want all documented phone calls and written notes on my account to be reviewed so the harassing phone calls can stop. I clearly gave Alder notice that I was cancelling and theyre calling me daily three or more times a days during a time that Im at work ( when Ive asked them to call me after work). The calls are collection calls for an account I cancelled.
Now that *** filed a complaint, they only call me during working hours when I cant respond.

Sincerely,

***** *******
Business Response
Date: 10/08/2024
Ms. ******* did not send written notice to cancel, as is required in the agreement. Additionally we have tried offering technical support and service but our efforts have been rejected. We will reach out to Ms. ******* again here shortly to discuss possibly solutions.
Customer Answer
Date: 10/08/2024

Complaint: 22373016

I am rejecting this response because: I notified Alder on more than one occasion about cancelling my plan. They said they would document my request. They never said a verbal notification was unacceptable. When I called to inquire about the charges, they never said I was renewed They went from asking why I didnt want the system to offering me a discount and new equipment. Only after I said I had given them notice to cancel did the manager change his approach and say that he sent a NOC. I informed him that no document had been mailed to me
They have not reached out to me to get this settled Theyre doing collection calls for an account that has been cancelled. What theyre doing now is calling me constantly while Im working and at the time they have been informed to call they dont.
Sincerely,

***** *******
Business Response
Date: 10/09/2024
We are sorry but we cannot cancel at this time as we discussed. We are happy to work with you in any other way.
Customer Answer
Date: 10/09/2024
When I signed up for Alder, I electronically signed. No copy of the contract was provided in the five years that I had the service.
i stated to Alder in August, that I electronically signed and didnt have a copy of the contract. Even after I told them I electronically signed and didnt have a copy which should list my info and the companys info, they didnt send me a copy.
Business Response
Date: 10/11/2024
Again, we did not receive written notice of cancellation as the contract specifies. We are happy to waive your past due balance and even lower your monthly rate but we cannot cancel at this time.
Customer Answer
Date: 10/11/2024

Complaint: 22373016

I am rejecting this response because: Alder said they were documenting my request
to have services discontinued after the contract expiration date. Not once did they say the notice had to be in writing. If this was their requirement, they should have mailed a NOC for me to sign and return. They never did.
I am not accepting waiver of late charges or a discount because I cancelled the service verbally and if a NOC form was required, i should have been mailed one. I am not going to pay for something I clearly cancelled. Furthermore, I would like a copy of all transcribed notations and recorded calls from November of 2023 and March of 2024. Plus all calls since August 16, 2024.
Sincerely,

***** *******
Customer Answer
Date: 10/15/2024
As I have stated to BBB, my contract was electronically signed in 2019. I did not receive a hard copy. Also I informed Alder to document my account to say that I wanted to cancel when the contract was up. Not once did Alder say or send me a NOC to sign and returned.
They are being deceitful by saying theyre trying to contact me. They continue to call while Im at work. In fact a manager name Brain called yesterday at 11:24 a.m. and left a voicemail. I called back on break and asked them to document my account to show no calls while i am at work. I asked that Brain call me after 5:15 p.m. Guess what no call but I did receive another call today.
Finally, there are no documents to submit because Alder never supplied any.

Business Response
Date: 10/17/2024
Again, we're sorry but we cannot cancel at this time unless you have proof you sent a written request to cancel prior to the end of term. We are happy to make the adjustments we previously offered once we receive your consent but that is the most we can do at this time.
Customer Answer
Date: 10/18/2024

Complaint: 22373016

I am rejecting this response because:Alder is not being honest. I informed them of my request verbally and not one time did they request or inform me it had to be in written form. Also, they never provide a firm for me to return. I cancelled my five year contract with them verbally. Im not going to go back and forth with them. My contract with them ended July 2024. Anything new was fraud ion their part. I will not be paying for their fraudulent transaction.

Sincerely,

***** *******
Business Response
Date: 10/21/2024
As stated previously, the contract requires written notice of cancellation. If you have any written requests please forward them to us.
Customer Answer
Date: 10/22/2024

Complaint: 22373016

I am rejecting this response because:
When I informed Alder to cancel after five year contract , they never sent me a form or stated that it has to be in written form.

Sincerely,

***** *******
Business Response
Date: 10/24/2024
The agreement contains very personal information such as birthdates and banking information. The BBB should not be asking for this without the customer's permission.
Business Response
Date: 10/25/2024
The original signed agreement states that the cancelation request must be submitted in writing. Again, we're happy to work with you but we cannot cancel at this time.
Customer Answer
Date: 10/27/2024

Complaint: 22373016

I am rejecting this response because:
Alder knows that my contract was electronically signed and no signed copy of the electronic transaction was ever mailed to me during my five year agreement.
Sincerely,

***** *******
Business Response
Date: 10/28/2024
The agreement was emailed to you when it was signed and any additional copies were available upon request. Again, we cannot cancel the account at this time but we are happy to help in any other way.
Customer Answer
Date: 10/31/2024

Complaint: 22373016

I am rejecting this response because:
As I previously stated, no hard copy was ever provide to me. I electronically signed in July of 2019 and Alder never mailed a copy the contract to my address.
Sincerely,

***** *******
Initial Complaint
Date:10/01/2024
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.
During the duration of my contract I was charged unfairly as the amount stated in my contract did not reflect that of what I was charged over a 36month period. Also, I was auto renewed at an increased price with no notice
Business Response
Date: 10/02/2024
We no longer have access to this account as it now belongs to ***. But based on our records the only price increase was the $5 for the platinum service plan. But again, this account is no longer accessible to us and we are unable to make any of the requested adjustments.
Initial Complaint
Date:09/30/2024
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.
This company will not allow me to end my contract with them I have called them countless times I have email them with my desire to end this service it a useless system the system doesnt work at all my home is not protected because the alarm system dont work I will not pay for a useless horrible system and all I have gotten is a run around and lies want to end this worthless contract with this horrible company they are the worse and my home has zero protection I want pay for some thing that dont work
Business Response
Date: 10/02/2024
We just waived an over $1200 past due balance for Ms. ****** If there is equipment that isn't working we are happy to replace it or possibly send a technician but we cannot cancel at this time.
Initial Complaint
Date:09/30/2024
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.
This year in college I set up everything for an apartment, the internet company, Xfinity, that I did Wi-Fi with directed me to Alder for home security. I signed up with Alder for security with the understanding that service would be for 1 year, how long I would be in the apartment. I asked at least 4 separate times for confirmation and was assured it was for 1 year. During my time with Alder, I was never able to log in to any kind of account and, apart from receiving equipment, never received any mail. All billing was through automatic payment. The app used for a camera I had stopped working after 5 months and once a month the system panel would tell me to check that it worked correctly while the system couldn't call emergency services but it did anyway no matter what I tried. I received notice that service switched from Alder to ADT about 2 months before what I believed was the end of my contract and when calling to end my contract, in July, was told my account was already switched to ADT. I wasn't told, at any point, that my contract was for 5 years not 1. I was told by *** that I would get my final bill in the mail, not that I ended my contract early or the outstanding fees that I owed because of ending early. I also tried to return the equipment but was told by *** that I had paid for it through the service. After an unexpected autopay from ***, August 20th, almost double the already high payment of $50 a month, I called ADT to investigate and I was finally told of my outstanding bill of around $1765 and that I had canceled a 5 year not 1 year contract. I couldn't log into anything with ADT to stop automatic payments either. After talking to *** about what I was told about the original contract, they told me that their records showed a canceled 5 year contract. I asked if there was any kind of compromise we could make since I was obviously lied to, they said I could either sign a 3 year contract with ADT or they couldnt help and that I still owed around $1765.
Business Response
Date: 10/01/2024
The terms of the agreement were thoroughly covered and agreed to during a recorded survey at the time of the sale. During the survey Ms. ****** confirmed she understood the term length. Additionally, this account has been acquired by ADT and Alder is no longer able to service it.
Customer Answer
Date: 10/02/2024

Complaint: 22360395

I am rejecting this response because:
I do not remember a survey. I asked for confirmation 4 separate times to be sure that my contracts was only for 1 year. The entire contract was done over the phone with an e-signature, not my physical signature and I never got any kind of copy of the original contract. I asked ADT for a copy a year later and I have no idea if it has been tampered with or not because it has been completely out of my hands. I also find it very suspicious that 1 or 2 months before what I believed was the end of my contract, my service was switched to ADT.

Sincerely,

**** ******
Business Response
Date: 10/03/2024
We have sent Ms. ****** a copy of the recording for her review.
Initial Complaint
Date:09/16/2024
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 got this service and when I no longer wanted service and tried to cancel they said had to pay off contract which was $175.92i n august which I paid, and they still have not cancelled this service and have debited my account twice since they said this account was cancelled in the amount of $124.56 When I call whoever answers says this account is up for review and when I have spoken to the last several representatives, the last one being a person named vin who told me this account was cancelled and I would not be charged again and would be refunded in 5 days which it has not but yet again I was charged. When I called back to speak to her which she told me to ask for her, I was given the run around and told some one else would be calling me back.
Business Response
Date: 09/17/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.
Business Response
Date: 09/19/2024
The account has been canceled and we have refunded the last two payments. Please allow a few business days for the funds to transfer.
Customer Answer
Date: 09/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22293615, and find that this resolution is satisfactory to me.

Sincerely,

Calandra Toney

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Alder is NOT a BBB Accredited Business.