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:12/09/2022

  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.

• Initial Complaint

  Date:12/08/2022

  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 am a 90 year old widow who lives alone. I have had an Alarm System in my home for many years. Over five of those years with ALDER. In October of this year, two detectors had battery failures. ALDER did not notify me of any problem. My son came to check it.. . During his visit it was noted that there was also a communication alarm. His efforts with user manual were futile. We spent well over an hour on hold with ALDER. The solution required a Service technician visit. That appointment was set up and my son and I were here throughout the four hour window of service. There was neither a visit nor a call to explain. When We later called to complain, the customer service staff were pleasant and explained how the technician had unforeseen personal troubles. A second appointment was set up. My son and I again were here during the Window of service and AGAIN there was no visit and nor call. A third Call was placed and we were assured that this account would be placed on a "priority list". Service would be here within the week. After that third failure of service,, we called again. Appointment 12/19???? Our most recent call (week of 12/5) we were told that the next available appointment would be after the new year. NOT ACCEPTABLE SERVICE the entire concept of this system is to have 24/7 monitoring. It is NOT to depend on me to make all the calls. My initial contract with ALDER was signed on may 24, 2016. Automatic deductions have been constantly been noted on my bank account. In the period of Mid 2021., an ALADER representative called me on the phone and indicated that my contract had expired. Would I want to renew. I agreed and the deductions continued. However, when my troubles started in October 2022, It was said my contract had lapsed. I again had to "renew" my contract. After the previous five years, my system would need to be reevaluated by a service technician. That has yet to be done.Terrible service

  Business Response

  Date: 12/15/2022

  Thank you for bringing this to our attention. This has been escalated and an agent will be in touch with you soon. We have also waived the past due balance.

• Initial Complaint

  Date:12/08/2022

  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.

  My mother used Alder Alarms. When she passed away they continued to charge her account for over a year even though she was no longer using the service. When I attempted to cancel the service they would not honor the request. I submitted the death certificate at their request, was told it would take ***** hours to "upload" so they service could be cancelled. I called back 8 days later (after being billed yet again) and the death certificate was still not uploaded so they still will not cancel my service.

  Business Response

  Date: 12/12/2022

  Please send us your mother's account number or monitoring address so we can locate her account.

• Initial Complaint

  Date:12/07/2022

  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.

  Alder ************** security service to my home. Recently the company stop providing invoices. But the company continues to call about regarding unpaid bills. I have not receive an invoice in past three months.

  Business Response

  Date: 12/15/2022

  According to our records, the invoices are being sent. You can setup automatic payments if you wish. Additionally, we have cleared your past due balance as a gesture of goodwill.

• Initial Complaint

  Date:12/06/2022

  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.

  Here it is December 6, 2022 at 2:00 pm with a third attempt to get a service done in the am that has been scheduled since no show on November 4th. l have been trying to get a service order done since August, 2022. Service order is for 2 of my addresses: to change out the system panel and change out old sensors that are not working. I have had three service orders scheduled with a no show. l am very upset as I am writing this because each time it is always me who need to contact them for a follow up on my service; they can never show up nor can they explain to me, why their service people are not showing up and to add to the matter, l can never speak directly with a supervisor or manager to resolve my issue. I have two names of ***** representatives l have spoken with on more than two occasions to resolve my matter: **************** l was given a supervisor name ************ and the installer name ******* with a phone number of ************ that was scheduled to show today, but when l called the number, it is not in service.My resolution is to: finish the job STAT and make billing adjustments for both addresses for the months the service work was not done.

  Business Response

  Date: 12/14/2022

  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 given you two free months of service.

• Initial Complaint

  Date:12/06/2022

  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.

  In Mid-Oct. 2022, I called Alder customer service to cancel my account. I explained that I would not have a permenant residence and no one will be taking over the account. After explaining my situation over and over again and after many offers presented by customer service, I was told my service would cancelled, but they said they would check up from time to time to see what my current housing status would be. Today (Dec. 6, 2022), I noticed Alder has still been charging me. I, then, called customer service. After speaking to customer service, then being transferred to the "account manager," then transferred to the "Lead Account Manager," I was again told that in June 2020, I was automatically renewed into a new 5-year contract with them and I should have notified them that I wanted to cancel then. It is 2.5 years later. On Oct 7, 2022, I received word that I would be needing to be out of my house by Oct.31, 2022. I asked her how would anybody know when they are going to be relocating 2.5 years in advance anyway. If that were in any contract, Alder would not be in business. Alder is putting people in "choke-holds" by holding customers from cancelling and under any circumstances whatsoever. After presenting my case over and over, I asked to speak with someone in a higher position. She explained that she was in the top position. I asked her what her official title was. She could not tell me as her voice began to tremble. I asked four different times in four different ways and she could not verify that she was the "Lead Account Manager." I, then, said I would need to speak with Corporate. I verified the all of representatives' names that I spoke with today and once more asked her what her title was. With her voice still trembling, she gave me a number. I called the number. It was disconnected. I can not find the number to Corporate anywhere.

  Business Response

  Date: 12/14/2022

  We are able to put your payments on hold until you move in to your permanent residence. How long will you need?

• Initial Complaint

  Date:12/02/2022

  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.

  Service was established in 2021 I was never told that this was a contract. The sales team was referenced to ** by ***** I am widowed and lived alone at that time. I would have never agreed to a contract; so I was lied to. I do not appreciate that in the least bit. I have since moved in with my son and his wife as I was no longer able to live alone. I contacted Alder 2 weeks ago and asked to cancel my service and was notified that it was a contract. I was then told I would have to pay a remaining 30 months which was ******** dollars or get somebody else to take over this account or pay $49.99 for a security system that I am not using. My sons home which is two thousand square feet more than my little house doesn't need this system either. I am very upset about this and just want it to go away. I am on a fixed income and am disabled with a terminal illness. I am competent and sound of mine and know that the way this deal was done was wrong. I won't say how I really feel about this situation because of the readers but I want this done with and resolved. What needs to be done? I was scammed and feel like fraudulent sales/advertisement occurred with misrepresentation of services. This entire process occurred over the phone without signing anything. This isn't right.

  Business Response

  Date: 12/09/2022

  We were unable to locate the account using the information provided. Can you please send us your account number or the original monitoring address so we can help you?

• Initial Complaint

  Date:12/02/2022

  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.

  My security system has been offline since September. I have had to follow-up multiple times to try to schedule a tech at the provided number and was told Id be contacted when one would be in my zip code. I was also billed while this system was down in spite of being unable to get it fixed. I was contacted Wednesday about a tech coming Friday (today) with a window of 1p-7p. I stayed home and available. No contact was made. The window has passed. My system is still offline. When I spoke with a rep, they said they were on their way and theyd call if they couldnt make it.

  Business Response

  Date: 12/09/2022

  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: 12/10/2022

   
  Complaint: 18516754
  
  I am rejecting this response because:My system has been spotty since it was purchased and offline since September. My new scheduled tech appt (which I am now concerned wont actually happen) isnt until mid-January. I am concerned that I will once again have to contact them to prevent being charged while waiting for a solution. A system I was encouraged to purchase to feel safe and protected has ultimately made my anxiety worse.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/15/2022

  Please allow the technician to come to your home on the date agreed to. If there is an issue with that appointment we will reconsider your request.