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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

Find a Location

Alder has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/04/2023

      Type:Order Issues
      Status:
      Answered
      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 purchased a home monitoring system 5/18/2021 as my husband and I were told it was a month to month program and we could cancel at anytime. In April ************************************************************************* a copy of the signed contract for 5 years. The salesperson had us sign on an electronic tablet so I we had no idea that it was for 5 years as we were told month to month. I tried several times to communicate to get this resolved and they will not do anything and want me to payout the remaining agreement and I refuse. The service was $53.50 a month and I cancelled any further automatic deductions in June 2022. Now they continue to call and sending statements wanting me to pay. They said they don't want the equipment back.

      Business Response

      Date: 01/12/2023

      We are in the middle of the agreement and there is a significant past due balance so we are unable to cancel at this time. We are willing to waive the past due balance and send out a technician if you commit to making your payments going forward. We can also get you a free month of service so you aren't paying in the meantime. Let us know if this works.

      Customer Answer

      Date: 01/13/2023

       
      Complaint: 18684974

      I am rejecting this response because: I would like to consult with an attorney. I was misled from the beginning on the terms and the system does not work.

      Sincerely,

      *************************

      Business Response

      Date: 01/16/2023

      The BBB nor Alder can provide you with legal advice. If you wish to acquire an attorney you will need to contact them directly.

    • Initial Complaint

      Date:01/04/2023

      Type:Order Issues
      Status:
      Answered
      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 siblings set up this security system for my ******* My father has Alzheimer's disease. He is incapable of remembering or able to retain any information that requires him to navigate a system that has programmable numbers. I have attempted to contact this ***** company via phone and email and still have no luck with anyone refunding my father for these monthly charges of ***** each month since June of 2022. I have returned ALL of their equipment that they have requested, and my father is continuing to be charged a monthly fee. Please, i am requesting that you stop drafting this monthly and EXPEXCT FULL REFUND from June 2022-PRESENT.

      Business Response

      Date: 01/09/2023

      You were supposed to contact us after the equipment was returned. We have verified the return and cancelled the account. We have also refunded the payment that was made this month.

      Customer Answer

      Date: 01/11/2023

       
      Complaint: 18683950

      I am rejecting this response because: My father was charged for several months, not just one. Several months. We expect a FULL refund for ALL the months that he was charged and never was capable of using your security system. I did try contacting your business, both by phone  and email, with NO reply.

      Sincerely,

      *****************

      Business Response

      Date: 01/16/2023

      The equipment was received on 12/19/22. The only payment made after that date was on 1/9/23. As mentioned in our previous response, that was already refunded. You are not entitled to any additional funds.

    • Initial Complaint

      Date:01/04/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      2021 aprox I had complained numerous times about my alarm system not working properly. The sensors kept falling off the entry points. The touch screen system to arm house never worked. They sent me a new system and refunded me partially for a few months. After I received the new system it stopped working after a month I called again and wanted it canceled now I look and they have been charging me for approx a yr for a system that was supposed to be canceled. I called today 1/4/23 they told me in order to refund me I have to get the system working again and if not they will charge me a cancelation fee of $107. I think this is ridiculous I shouldn't be penalized for a system they knew I've had known issues with. I'm looking for some partial re payment of the months of a broken system or at minimum wave the cancelation fee.

      Business Response

      Date: 01/12/2023

      The account has been cancelled and all fees have been waived.

      Customer Answer

      Date: 01/15/2023

       

      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:01/03/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      Service was established this year 2022, after signing up for internet service through **** i was transferred to a sales rep named ***************** for Alder security. I was NOT explained this was a 60 month contract, I feel mislead and like this is a very dishonorable way of doing business as this very much against anything I would agree to as the unit I was moving to was month to month and very short term. I am currently now houseless have made contact with Alder customer support several times to seek assistance and have been given different answers each time I contact about cancelling a service that I cannot use. I've been met with no support but have been told I should find a friend, family, or someone with a home who can take over a 60 month contract I never agreed to. This is wrong to ask me to do and I would never want to mislead another person into a fraudulent scam that I am desperately trying to seek to be done with. This entire situation is very wrong. Please, I just want to cut ties with this unjust "company" who threatened I would be left owing "thousands" but wasn't provided a dollar amount from customer service until I begged for some written form explaining how this possible as it all sounded very deceiving. I received a copy of a contract with my name digitally signed where I did not agree to and always ask for phone explanations or will draw/sign my signature digitally however neither of this was done for me. What needs to be done for me to cancel a service I was mislead into? Please help, I am not looking for a refund I am simply looking to settle this dispute and cancel a "60 month contract" I did give do have explained to me nor did I agree to. I do not have anything for this company to take from me. Please help me cut my ties with this, I'd appreciate any help.

      Business Response

      Date: 01/09/2023

      This complaint was already filed and responded to. We provided the customer with a reasonable solution showing we are willing to work with her.

      Customer Answer

      Date: 01/09/2023

       
      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 do not have equipment to return as it was forfeited when I was displaced from the studio apartment.  

      I am deeply grateful to get a response and to hear that I am being worked with to cancel the contract I did not want.


      Sincerely,

      *****************************

    • Initial Complaint

      Date:01/02/2023

      Type:Order Issues
      Status:
      Answered
      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 will not terminate the account even without a contract. Contract expired years ago, and system has not worked in a year. They sent out two technicians one with a new system I did not want (super cheap), next tech tried to repair the already installed system without avail. Called to terminate 3 times and each time put on hold wanting a refund for one month. They tell me I have a contract till ****. I would not sign a contract with a broken system. Either forgery or a lie.

      Business Response

      Date: 01/10/2023

      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:12/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The Alder security equipment has not worked properly since the equipment was installed. We have called numerous times over the past six months in order to get the situation resolved only to be told that Alder will try to get the equipment to work on their end. Alder has not done so and has not sent anyone out to resolve the issue. For six months, we have not had a properly working security system despite continuously reaching out to Alder.

      Business Response

      Date: 01/06/2023

      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:12/30/2022

      Type:Order Issues
      Status:
      Answered
      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.
      The company took the contract our of my husband name and put it in mine the company breach their contact by not fixing the products and not contact me about renewal they just renew it on their own

      Business Response

      Date: 01/06/2023

      The account is in the name of both ****** and ***********************. The agreement renewed when it wasn't cancelled at the end of the term as stated in the contract. As you have mentioned being unable to afford the system, we have waived the past due balance and lowered your monthly rate from $39.99 to $29.99.

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 is a terrible company, they are a security system where they suppose to help you be safe, but none of their equipment works, or the apps, and when trying to get a technician to come over to fix it, it takes months and they call you telling you that they cant make it the day they were scheduled to come, after waiting for them and taking a day off work so they can cancel on me last minute, And when trying to get a customer service assistance they keep passing you around and put you on hold for ***** minutes 5x or more, i stayed on the phone with them for 4 hours trying to get help. They charge me ***** a month, I've been with them for 5 yrs now and when I tried canceling in October 2022 they signed me up for another 5 year contract and send me new cameras but never told me It was contract for another 5 year, when I asked them they said it was for the new cameras they were sending me. Now I called them in December and no one came to install them and I tried canceling and they said i can't because I signed up for a 5 yr contract and if I tried canceling my bank account funds they will report it to collections. So now I'm stuck with them until **** and no one wants to help. They have numerous of complaints from other people being scammed as well and have reported it to the BBB. Please help me remove these people, I no longer want to work with this company and I dont want to have issues with my credit either. Please I am desperate.

      Business Response

      Date: 01/05/2023

      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:12/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 moved to a new home, Alder Home Security was contracted for Home Security, Alder was supposed to send us Security equipment, We never received this Equipment. We contacted Alder, They told us they would resend this Equipment, we never received any equipment. We contacted Alder again, we were told that it has somehow been sent to the wrong address in *****, (we don't live in *****). They said they would resend it again, never received any equipment. Called Alder again, said that they had a shortage of equipment, however they would give us 3 free months of service. never heard from them again, they have been billing us $49 dollars a month, called Alder again. They told me there was nothing they could do about our issue, so I said I would like to cancel, I would have to pay for 3 years of Service to Cancel. So they want me to pay for a service I have never received. We are Seniors living on a fixed income, we cannot afford this extra bill every month. Thanks for any help.

      Business Response

      Date: 01/02/2023

      The account has been cancelled.

    • Initial Complaint

      Date:12/23/2022

      Type:Billing Issues
      Status:
      Answered
      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 has been an absolute nightmare to cancel service with. They have lied multiple times during the cancellation process. I had a signed sheet showing my account was cancelled and they have continued to charge me 3 months after the fact. Every time I called I continued to get the run around. 10/10 would not recommend them to anyone. They are liars and crooks. I have disputes in with my bank and working to ban them from continuing to charge my card every month for a service they no longer provide.

      Business Response

      Date: 12/28/2022

      The account has been cancelled.

      Customer Answer

      Date: 12/28/2022

       
      Complaint: 18633035

      I am rejecting this response because:My account. Was cancelled in October per a signed cancellation agreement and the business continued to debit my account for 90 days after cancellation despite no longer having their service.

      Sincerely,

      *************************

      Business Response

      Date: 01/02/2023

      We will request a refund check. Please provide us with the new address the check needs to be sent to .

    Alder is NOT a BBB Accredited Business.

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