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:12/21/2022

  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.

  Business is demanding 4 years payment to cancel the service contract or for me to sell the contract to someone else to take over the account and equipment. No redress for poorly functioning equipment.

  Business Response

  Date: 12/28/2022

  We are now within the term of the contract so we can't cancel. However, we are happy to replace any components that aren't working properly. Please send us a description of what isn't working and we will make sure we get it fixed.

  Customer Answer

  Date: 04/24/2023

  I disagree.

  
  

  I continue to work with Alder tech support. After installing an SD card to upgrade the system - I worked with one of their higher level techs who confirmed the smoke detector STILL is not being recognized by the base unit. No resolution to the doorbell issue.

  
  

  We are in the contract period - but for over a year they have failed to provide the equipment and service specified in that contract. I refuse to sell faulty, defective equipment to a neighbor. That is not a satisfactory solution to this problem. Alder has failed to live up to the terms of the contract = it should be canceled. I should be resolved of any past due, or future payments. And in truth, I am due a refund for services paid for, yet not received.

  
  

  ****

  
  

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

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

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

  
  

  Business Response

  Date: 04/28/2023

  We called to assist with this but the customer didn't want to troubleshoot over the phone. This system is a DIY system and we are more than happy to offer technical assistance over the phone but we need her to be willing to work with **. We can have another agent call her if she would like.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 18622425
  
  I am rejecting this response because:

  I have worked with Alder techs MULTIPLE times to troubleshoot the problem. At the direction of their techs I have returned one smoke detector, attempted to install a second (unsuccessfully), worked with a different tech to install the smoke detector, which seemed to work (in that it now would stop chipping incessantly and detect smoke) but did not address the problem with the base unit, which continues to announce repeatedly loss of supervision.  Alder sent me an SD card to upgrade the base unit. I worked with a tech to install that. Then with her help we began to troubleshoot the smoke detector issue. She had me uninstall and then reinstall the smoke detector and confirmed the system still did not recognize the smoke detector (which it indicated as open. She said this is a problem they have been experiencing with a lot of their detectors recently. She instructed me to dismantle the detector, remove the batteries and return it to Alder. I expected to receive a shipping label via email as I did previously. When it did not arrive - I called Alder back to inquire. After an HOUR on the phone - they said they could not process the shipping label until I worked with a tech to once again try to troubleshoot the issue. (Even though nothing had changed since the previous tech confirmed the problem.) it was the middle of the work day and I did not have more time to devote to this. I asked to SCHEDULE a call the next morning. After much argument they agreed. The call came in this morning as schedule - but there was no person on the other end - it just hung up. 
  I have been troubleshooting this SAME issue since contacting for their services. At some point troubleshooting has to come to an end and we need to find another remedy to the situation. I suggest the contract be abrogated due to failure to provide the agreed upon service. That all outstanding past & future claims be void and I will happily return the defective equipment. 
  Their claim that I get a third party to take over the contract is unacceptable because the equipment has yet to function as advertised. 
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 05/04/2023

  Please work with us one last time. If we are unable to resolve the issue we will reconsider your request to cancel.

• Initial Complaint

  Date:12/21/2022

  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 reluctantly took this service when I purchased my condo, They sent me the equipment, and after I got moved in and settled I attempted to set up the equipment. The equipment is poorly made. They motion sensor would not stick to the wall and stay, etc. I called to set up for the service and was unable to do so. The technician told me they would have someone from technical services call me. Well their technical service was not ever open when I got home from work, however they never called me anyway. I did attempt to contact them on several occasions with no luck, and I am still receiving a bill for a service I cannot use. I called the billing department to discuss the issue to get no where. They told me I would have to pay the bill, and they would give me a credit when my service was up and running. I explained that would not be acceptable. By this time it is July 2022. I moved into my condo in February 2022. After several more attempts I was told they would send a technician out to see how my problem could be solved. I was told the next available appointment would be September 30, 2022. I told them that was month's away, and in the mean time they are expecting payment for a service I was not receiving. I received a call around October 1, 2022 saying that a technician was at my house and they wanted to know if I was at home. I politely told them no. I was at work, and I never received an appointment for the technician to come out, and I would not be able to come home. I have never heard from them again. At that time I wrote my first letter to them asking to be released from any contract and where did I need to send the equipment back to. I received no reply other than a bill. I sent a second letter to them, and still no reply other than a bill stating "Past Due". I am going to have to upload the letters later since they are saved to my personal computer.

  Business Response

  Date: 12/28/2022

  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: 12/29/2022

   
  Complaint: 18621199
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/19/2022

  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 is super unprofessional. I heard about them through door to door sales. Me and my husband signed up and it was ok. However, after I told them I was only a renter, they still put holes in my walls for the system that I had to pay for upon moving out. They also had me sign papers stating the work was done before they even finished putting it all up. The door camera was never put up and everyone I called about it they would tell me that I already signed stating it was done. So they refused to finish their work. They also told me they were going to payoff my cancellation fee from my previous security company and I submitted the documents for them to do so multiple times but it was never paid. After me and my husband split and I had to move, I called and canceled my service since they werent holding up their end of the deal anyways. Then, i still got charged monthly. I had to put a stop payment on it through my bank and I called to cancel it again. Now its been a couple of months and Im still getting past due notices from them because theyre still trying to charge me after I have tried to cancel this more than once. This is highly disappointing and unprofessional and I will be seeking the help of a lawyer.

  Business Response

  Date: 12/27/2022

  We haven't paid the bill from your previous provider because we have been waiting for a copy of the contract. Once we receive that, we can send you a check. Also, if you are at a new location, we can install the system there. Please provide us with the contract and your new address so we can get this taken care of for you.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18613235
  
  I am rejecting this response because: I have submitted the document 3 separate times and never heard anything back. I have also informed staff multiple time that I do not wish to continue business and want to cancel.  
  
  Sincerely,
  
  Kaitlon *******

  Business Response

  Date: 01/02/2023

  You have sent us the final bill. We need a copy of the contract. 

• Initial Complaint

  Date:12/16/2022

  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 November 21st, 2022, I was contacted by Alder security and told that I needed to set up an appointment with one of their technicians to avoid A disruption in my service. I set the appointment for the 26th. When the technician showed up at my home and saw the type of security panel that I have, he told me that was not one of Alders panels. I was confused because of the fact that I have been provided security by Guardian Protection for the last 6 years, since February of 2016. That protection was initiated by from what I Now understand was a representative of Guardian who was with a company referred to as AMP. The representatives name was ************************* and he assured me at that time that he would buy out the contract that I had signed with Alder in 2012. I have a document to that effect, which he signed. However, for some reason that was not done and even though Guardian has provided security to my home for the last 6 years including monitoring, I was still being charged $50 a month by Alder. When this came to my attention I attempted to cancel any agreement with Alder but was convinced by one of their account managers that they could give me a better deal than the one that I currently have with Guardian. After speaking with the guardian representative I was informed that there are still approximately 35 months left on the contract with them. They instructed me to contact Alder and to cancel any agreement that I had with them. When I attempted to do so today I was told by someone calling themselves ******************* that agreement could not be canceled until 60 months have expired as the contract had self-renewed. Therefore, I have I have paid Alder $3,000 for a service that they have not rendered. I was told by one of their representatives that there was nothing that they could do about the situation. Hopefully, you can look into this matter as I do believe it constitutes fraud.

  Business Response

  Date: 12/21/2022

  This complaint should have been filed against Guardian. They slammed our account and are now asking us to cancel so they can take it over. This is not right. If they wish to take over our agreement they will need to pay the remaining balance as already stated. They should also refund the customer for the years of double billing and for signing the customer to a second agreement despite her existing agreement with Alder. Again, Guardian is at fault and should be held accountable not Alder.

• Initial Complaint

  Date:12/13/2022

  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.

  My security system has been down since May 2022, I contacted the company and was told that the replacement will be sent out in two weeks. A month went by and I heard nothing from them. After many calls and promises of receiving a new panel two weeks later, I was told that in august a representative will be out to install the new panel in august. I have not heard from them since. They continue to take payment even though I have requested to stop payment since Im not able to use the system. They said payment cannot be stop and that I will be reimbursed in monthly installments for the time the at was down. Additionally I am told that I cannot cancel the contract for if I do I will be charged an early termination fee which is the full amount of the contract.

  Business Response

  Date: 12/20/2022

  Thank you for bringing this to our attention. We are currently working on getting a technician to your home. An agent will be in touch with you soon.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18571001
  
  I am rejecting this response because: this is not the first time that I have heard that from the company 
  
  Sincerely,
  
  ***********************************************

  Business Response

  Date: 12/25/2022

  Please speak with the agent so we can get this scheduled. 

  Customer Answer

  Date: 12/27/2022

   
  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:12/13/2022

  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.

  You voided your own contact You did not protect our home for 90 days. You can pick your equipment. we called and asked 7 times for assistance and to send a tech and you all stated you did not have one for 90 days In April you stop monitoring my home. we kept reaching you you and you stated it would take 90 days to get some one to us. Recently you sent to bills. Please stop you voided your own contract. Your legal department can advise you. You put me and my family at risk. you are harrasing us at this point.From APril until now youhave now been monorting our home. in a court of law you have voided your own contract.What I want is for the scam of a company to stop harrasing us.

  Business Response

  Date: 12/20/2022

  The account has been cancelled as requested and the past due balance has been waived.

• Initial Complaint

  Date:12/12/2022

  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 sent broken equipment and sent replacement broken too. They sent item to wrong address. The customer service is horrible. They are not reachable in timely manner. I was told by supervisor that vice president told him we could cancel if not satisfied. Ive been trying to do that today and not successful yet. I asked for temporary passcode for contractors instead of my main passcode and I even gave the number. They forgot to do it. I had to give main code to contractors.

  Business Response

  Date: 12/20/2022

  We have already spoken with ******************** and gave him instructions on what needs to happen to cancel.

• Initial Complaint

  Date:12/12/2022

  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 a contract with this company for security system with outdoor cameras and smoke alarm and glass breakage alarm. Doorbell camera has never worked. Smoke alarm has gone off repeatedly for no reason, garage security camera doesnt work. We have paid for their technician to fix the problem and technician did not fix doorbell camera and now garage camera is also down. We have talked to customer service and technician service and they say that they dont have a technician in our area to fix the problem. We have stopped payment until they fix the equipment and want our account credited for doorbell camera for all of the time since installation. Would like to cancel services with this company because they are terrible to work with. Our account number is ******. Their technician told us that their equipment isnt any good. We have informed them to fix the problem or let us cancel the services. They want us to continue to pay and the equipment is not working properly. We have had this service for a year and a half and it has never worked properly. It is exhausting talking to their customer service **** and they say that they dont have a technician in our area.

  Business Response

  Date: 12/20/2022

  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:12/10/2022

  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.

  First of I was lied to by the salesman. He told me I could cancel at anytime. I got the service around December of 2021. The touchscreen panel went out around March of 2022. I talked to technical support and they said they would send me a new one. It never came. I waited two or threes months on it (continued to pay my monthly bill) I called them back and had to go through the same **************** again. Everytime I called I got a run around. They took me thorough the same process over and over and kept saying they would send a technician. I waited for months on a technician to come and finally got a panel at the end of November. (Almost a year later) I paid for the service even though I didn't have a panel for a few months. I stopped paying it because I didn't want to pay for a service that I didn't have. I called and talked to multiple account managers and they told me that they would give me downtime credit when I got my panel. Now I got my panel and they are telling me that I owe them almost $300 and cant have downtime credit. I didn't have the service for almost a year! It's their fault not mine! I tired to cancel but they are telling me that I'm in a contract after the salesman told me I could cancel at anytime!

  Business Response

  Date: 12/16/2022

  Thank you for bringing this to our attention. The past due balance has been waived.

• Initial Complaint

  Date:12/09/2022

  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 was offered a promotional deal through **** for alders security services. I have had nothing but issues with the system since owning the equipment. I was told that there was a free trial and free cancelation any time. The equipment had stopped working, none of the cameras work. The control panel keeps repeating its disconnected, loss of supervision. The system sometimes wont arm, wont disarm, when it is armed I can open doors and windows and the alarm wont trip. Ive had my alarm go off for a decent amount of time while away from my house and the police were not notified ( I pay for this feature ). I have called multiple times over the span of 6-8 months to cancel. They have told me that I cannot cancel, they refuse to allow me to speak to my account manager or a supervisor by saying no when I ask to transfer. They have told me they would send me a cancellation policy by mail only and I never received anything. They would also tell me that they would have a supervisor call me back, and I never get a call. Today they told me it would cost me over $1000 to cancel my services, I would have to pay for a 3 year contract in full to cancel. So Im paying for unprovided services. I had someone try and break into ********** nights and the alarm did not trigger. If I didnt have a big dog to scare them away, I would have been robbed at 1:30am. After sitting on the phone with them for hours at a time, I get hung up on every single time. Ive been trying to cancel my services for almost a year and I cannot. They will not allow me. I would love a refund on the money I have spent for all the months without the services I am paying for, but I really just want out of this contract. They are a scam company, every review on ****** says the same things. They have 1 star on ******, I wish I knew this before I paid for their services.

  Business Response

  Date: 12/15/2022

  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: 12/15/2022

   
  Complaint: 18550591
  
  I am rejecting this response because: this response is extremely vague. This is the same style response that I received over the phone when I was told well mail you the cancellation policy or well have a supervisor call you shortly and it never happened. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2022

  Thanks for reaching out. Someone should be in touch with you today.