Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
If you have a complaint with the company or would like to have a technician sent out to your home, please contact Brandt Neider at [email protected] prior to filing a BBB complaint.

Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

993 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

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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: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.
Initial Complaint
Date:11/29/2022
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.
Order received in timely manner. Looks good. In attempt to connect, it tells me I need to call tech support. No answer. There is no customer service number listed, so I do an extensive online search. They get back to me but all they are doing is giving me the run around. Claim I need a verbal password I never gave. ****, the customer support manager, supposedly, is acting like she has no access to information. I just want to return product and get credit.
Business Response
Date: 12/07/2022
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: 12/07/2022

Complaint: 18479070

I am rejecting this response because:

Ive tried contacting them SEVERAL times by phone but I get nothing but a run-around. Yesterday I
attempted to call again and was told someone would call me within the hour. Im still waiting. This is whats been happening.

Sincerely,

***********************
Business Response
Date: 12/12/2022
We have tried multiple times to reach you but nobody answers and there isn't an option to leave a voicemail because it is full. Please return our calls so we can help you.
Customer Answer
Date: 12/12/2022

Complaint: 18479070

I am rejecting this response because:

Sincerely,

***********************
They have not tried to call me. My vm box is not full. Ive been on hold with them over an hour total. They offer and
say someone will contact me but never happens. Reviews confirm this but I should Ave checked
score I purchased. Total scam.
Business Response
Date: 12/15/2022
This is the number we have been calling ************. Please provide us with an updated number if this is not correct.
Customer Answer
Date: 12/15/2022

Complaint: 18479070

I am rejecting this response because: that is my correct number but I have not received one call from them. This is a very sketchy company.

Sincerely,

***********************
Business Response
Date: 12/19/2022
We spoke with you on the 13th and 14th of this month and explained your options.
Customer Answer
Date: 12/19/2022

Complaint: 18479070

I am rejecting this response because: the company has never called, I have proof on my phone. I called to get return instructions and they want to charge $50 for restocking fee. This company needs to be shut down.

Sincerely,

***********************
Business Response
Date: 12/25/2022
What is the best number to reach you at?
Initial Complaint
Date:11/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 84 yr old mother has an alarm system that quit working around labor day. She has placed several calls since then and had not had any luck in getting someone to help her. She talked to one person who said on 11.17.22 that someone would absolutely call her back that day. No one has. She is being charged for this. This email was sent for a 2nd time today to ***************************************** This is the email he gave her. No response. *** ********* <**********************>10:35 AM To **************************************** 11 days later and NO ONE has contacted my mother. She is going to stop payment on her account and I am reporting you to the BBB and ** attorney General. On 11/17/2022 12:35 PM ******************************* <**********************> wrote:I am sending a message for my mother. Someone was supposed to absolutely call her yesterday about her alarm system and of course no one did. Her system has not worked for 2 months and she is paying for this! PLEASE CALL HER ASAP AT ************.
Business Response
Date: 12/06/2022
Thank you for bringing this to our attention. We will be sending a replacement panel. An agent will be in touch with you soon.
Customer Answer
Date: 12/07/2022

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. If they follow thru. My mom has been promised help befoore and it hasn't happened.

Sincerely,

*******************************
Initial Complaint
Date:11/28/2022
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.
They put me on a 5 yr contract from May 2018 to May 2023. in Nov 2021, they wanted to put new control panel on my wall and didn't want me to cancel the service if they put on the new panel. I had 18 months left on my contract so I said I wouldn't cancel. But in May 2023, I had every intentions of canceling and going back to ADT, who they talked me into leaving in 2018. I had NO intentions of extending my contract with them.. When I tried to cancel in May 2022 intending on paying the year's contract to 2023... They claim I agreed to extend the contract 60 months.. I did NOT agree to extend it.. They took it upon themselves to extend my contract when I said I wouldn't cancel the contract so they would put on a new control panel. in Nov 2021, i still had 18 months left on the contract so I didn't intend on cancelling til May 2023... ****** approached me to sign with them and I told them I had another year on my contract and they told me they would buy it out and that I should cancel with them and get an invoice and they would give me the money for it.. In May 2022, I called Alder to cancel my contract and they NEVER would call me back... Finally in Nov 2022, they called but every time I picked up the phone, there was no one there... or they would transfer me to another **** and it would hang up on me. Finally they sent me paperwork that I supposedly extended the contract. I NEVER saw this paperwork... I NEVER told them to extend that contract.. I had NO intentions of extending the contract... My intention was to go back to ADT in May 2023 (until ****** approached me in May 2022)... I agree to pay the year's contract that was left... But I should NOT have to pay for 5 years that I did NOT agree to.... I have filed a complaint with Consumer's Affair and I sent a complaint to the Attorney General (filling out a form to them). I did NOT want another 5 year contract with them and did NOT agree to it.
Business Response
Date: 12/05/2022
The renewal was explained and agreed to over the phone and **************** signed the electronic agreement that was emailed to her. We will be happy to send the call and contract to her if she wishes.
Customer Answer
Date: 12/05/2022

Complaint: 18469218

I am rejecting this response because: I do NOT have any knowledge of them explaining a renewal to me. The ONLY thing I remember is they wanted to tell them I would not cancel my service if they put in a new panel on my wall!!! I had 18 months to go so I told them I wouldn't cancel.. I did NOT tell them I wanted to renew it.. I want to hear the proof that I said renew... As for the paperwork, I NEVER saw it!!!! I have seen complaints about this company now and I do NOT trust them!!!!

Sincerely,

***************************
Business Response
Date: 12/09/2022
We have emailed you a copy of the call as well as the contract.
Customer Answer
Date: 12/12/2022

Complaint: 18469218

I am rejecting this response because: I don't accept their response.. I got the audio and in my opinion, someone created it to get money from me for a renewal that I did NOT want...
I am sending them the money they want and I want that "So-called" contract cancelled because I can't afford to fight them... they won their scam.... I pray others don't fall for their garbage.
I want that contract cancelled as soon as they get the money and get out of my life! I do not trust them.

Sincerely,

***************************
Business Response
Date: 12/15/2022
We reject the claim that the audio was fabricated. We would not jeopardize our entire company for a few hundred dollars.

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Alder is NOT a BBB Accredited Business.