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

994 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.

Initial Complaint
Date:11/27/2022
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.
Upon purchasing ******** internet moving into our new home, I was contacted by Alder as a transfer after purchasing the ******** services. I said no initially but they had a trial period that I could cancel anytime, which was the message I received from our phone conversation. As I am cancelling today, I learned that I signed a 60-month agreement and either have to buy out 90% of my contract or have someone else take over the contract itself.I would never willingly sign up for a 5 year agreement for something I didnt want in the first place. I was never informed on a 5 year agreement but of course it was slipped in somewhere in the pile of paperwork I signed.My system has never been setup in my home, nor turned on. I have been trying to reach this company for months from the phone number I was provided and was only given a new number when trying to dispute withy credit card company. 60 months for a security system is nothing but deceiving and they are guaranteed doing this to thousands of customers.
Business Response
Date: 12/05/2022
The trial period was 30 days and the contract was signed on June 6th, 2022. We cannot cancel at this time, however, we are happy to help with anything else you may need.
Initial Complaint
Date:11/25/2022
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.
February 2021, I secured services with alder. I moved to a new address August 2021, I spent five days without equipment. I was told I would get a $5 credit to my account which I never got. October 4, 2022, I paid $99 for new equipment since I was moving again. It is now 11/24/22 and I still do not have my equipment. I have been told my customer service that they do not have equipment and do not know when they will be shipping it to me. I have been refused to be transferred to retention and moving department for resolution by their customer service agents. I want my $99 back and my contract to be cancelled with no financial penalty or charges (no cancellation fees) due to them not upholding their end of the contract. I do not want any missed payments put on my credit report.
Business Response
Date: 12/01/2022
The additional equipment was approved for shipment on November 28th and should be arriving shortly. Please contact us directly with any questions.
Customer Answer
Date: 12/01/2022

Complaint: 18460972

I am rejecting this response because: I should not have to go to BBB to have equipment shipped to me finally. After two months of being given the run around. I want the account cancelled, because its been almost two years of issues with Alder. I want the contract cancelled without financial penalty. Your company has not applied any of the "credits to my account" that you guys have promised me over the past two years. Not acceptable. I reject this response, I want cancellation without any charges and not put onto my credit.

Sincerely,

*********************
Business Response
Date: 12/06/2022
That is not correct. You were given credits in October and February. We are unable to cancel at this time but we are happy to help in any other way.
Customer Answer
Date: 12/07/2022

Complaint: 18460972

I am rejecting this response because: I asked for the account to be cancelled because ALDER IS IN BREACH OF CONTRACT. For TWO MONTHS, I called asking where the equipment was at and had been paying. ALDER IS IN BREACH OF CONTRACT FOR TWO MONTHS. I WANT THE ACCOUNT CANCELLED WITHOUT FINANCIAL PENALTY.

Sincerely,

*********************
Business Response
Date: 12/12/2022
Again, credits have been given for this account to compensate for those months. We are happy to help in any other way but we cannot cancel this account.
Initial Complaint
Date:11/23/2022
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 September 2016 we were advised by a sales rep we could get our alarm system cheaper. We knew we would be moving and asked if we were under a contract. We were told no. Fast forward to 2017 when we moved we were advised for our system to be moved we had to start a new 5 year contract. The system was moved. In April 2022 we were advised we owed $147.00 roughly for the remaining balance. This could either be paid up front or continue with monthly automatic withdrawals until July 2022 when the contract would end. Upon review of my bank account alder has been taking out monthly payments for August, September, October and November. When I called them they advised my contract was not canceled even though they got my cancellation letter in April. They then went on to tell me they were not sure I would get a refund and told me they could offer me a new service if protection with a new alarm panel and 3 months free service. I explained I didnt need their service and I just wanted my money refunded. I was told I needed to sign a new cancellation letter. I told them I did not want to sign a new letter as it was dated to end my contract November 23,2022. I then got an email that my contract was canceled as of the November date. The customer service I received by someone named *** who was a manager was disrespectful and when she transferred me she hung up on me. I then had to call back and speak to multiple other people to have my issues addressed but the account is still not settled.
Business Response
Date: 11/30/2022
At the time we received the letter, the account was not eligible for cancellation as there was still 3 months left on the contract. The account was cancelled as soon as you contacted us within the proper timeframe. For this reason we are unable to provide a refund.
Initial Complaint
Date:11/23/2022
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.
Five years ago I got this alarm June6 2022 my controler broke they denied it so 7-6 22 I canceled it I can'tuse it It falls apart so my house does not have protection I don't need their product if they can't stand behind it.Now they are sending me bills Idon't feel like I should pay.I live on a fixed income and don't need this, Thank You so much ********************* please help me.
Business Response
Date: 11/30/2022
The account has been cancelled.
Initial Complaint
Date:11/23/2022
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.
Horrible service our Fire Alarms goes off for no apparent reason I have called several times to get issue resolved but it hasn't been resolved yet. Panel Arm/Disarm on its own we do not feel safe with this alarm system. Cameras are always down. Paying for service we can not use..Alder Representative stated we would only be charged $49 a month which apparently is another lie. We were completely lied to an would like to get out of this ridiculous contract. Alder has been the worse Security Company we have dealt with...Please just cancel our contract so we can get better protection for our family.. Alder *****
Business Response
Date: 11/30/2022
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:11/21/2022
Type:Product 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.
From the moment I signed the contract it has been nothing but problems. They put in the security panel that never worked correctly, he worked all day on putting in the security panel so he was suppose to come back within two weeks but never showed and never connected three cameras. I am a Widow, my husband who was a veteran passed away and I live alone. I am paying monthly for a security service I cannot use and this $56 may not seem like much but it's putting a financial hardship on me. This company is nothing but excuses and broken promises. I made many calls and talked with many different employees of Alder who made promises to have a tech come and connect cameras but NOONE ever showed. I have told them I want this contract cancelled immediately as they have broken the contract I had with them. They want me to pay $500 to do so. I'm a senior on a fixed income but have continued to diligently pay $56.00 a month for a long time for a service that doesn't exist. I cannot afford an additional $500. I WANT THIS CONTRACT CANCELLED IMMEDIATELY WITH NO PENALTY TO ME!!! Please help me
Business Response
Date: 11/29/2022
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: 12/02/2022

Complaint: 18449100

I am rejecting this response because:
There has been no resolution to this! I have went forever without any security system/cameras that have never been connected, i had talked to multiple people with their company and get the runaround. Due to their lack of integrity and business practices i do not wish to have any business dealings with them at all. The resolution i will accept is the cancellation of my contract without any penalty to me.
Sincerely,

*********************
Business Response
Date: 12/09/2022
The technician has been scheduled for January 6th. We appreciate your patience.
Initial Complaint
Date:11/21/2022
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 contacted Alder by phone multiple times to cancel my alarm system. I was finally contacted by an account manager and was told we had to pay **** dollars to cancel after our contact auto renewal for another 5 years. We were not contacted about this. Our system has not been monitored, when it was unhooked we were never contacted. The service is not being provided and Im basically paying for nothing. I want it cancelled and dont care a refund or discount.
Business Response
Date: 11/29/2022
The agreement was renewed when the contract wasn't cancelled at the end of the term in accordance with the terms of the contract. If the system isn't communicating we can get a tech out to look at it or we can help in any other way that you need. Please feel to reach out to us directly at *************************************
Customer Answer
Date: 11/29/2022

Complaint: 18449061

I am rejecting this response because: I dont need a tech nor do I want the service. Its been disconnected for weeks and they didnt know. Why would I want this service?

Sincerely,

***********************
Business Response
Date: 12/02/2022
We would appreciate the opportunity to fix the problem before we discuss cancelling the contract.
Customer Answer
Date: 12/05/2022

Complaint: 18449061

I am rejecting this response because: Im not using the service anymore. It has been unhooked and I am using another company. I was a loyal customer for my any years and this is what I get.

Sincerely,

***********************
Initial Complaint
Date:11/21/2022
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.
Dishonest company that does not have the safety or best interest of the customer in mind. Months of delay getting a fully working replacement product, and my system still is not working. I reach out to Alder multiple times every week, and no one responds to me.
Business Response
Date: 11/29/2022
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: 12/05/2022

Complaint: 18448715

I am rejecting this response because:

I was reached out to by ****** and by ********** at alder on 11/28 and 11/29 respectively, who both told me a replacement SIM card for my faulty control panel would be shipped to me on 11/28, and would arrive at my house by 11/30. It is now 12/5, and I have no SIM card delivered to my house I am absolutely appalled at the continual deceit and unfulfilled promises alder tells me, and I am done with this company I would like my account dissolved with no cancellation charge on my end

Sincerely,

*******************
Business Response
Date: 12/09/2022
Our technical support department will contact you shortly to provide an update.
Initial Complaint
Date:11/21/2022
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 approached by two Alder salesmen while mowing my yard in July and they pitched the alarm system to me as a month to month security monitoring system. After their pitch I asked for time to look into the company to make sure I was not being scammed and that the company was reputable. I was then informed by the salesman **** that this is a month to month cancel anytime product and that the first month was free. He informed me that I could try the service risk free and didn't even require any payment information at the time. I asked him multiple times that I could cancel anytime and he confirmed so I agreed to allow them to install the equipment. After only arming the alarm twice in ********************************************************************************************************** address to ship the equipment to. This is when I was informed that I still and months remaining on my "contract". I was obviously confused as the salesmen told me multiple times this was a month to month service that could be cancelled any time. I asked for a copy of the contract and learned that I had be signed up for a 5 year contract with Alder. This came as a huge surprise to me and when i asked to cancel the contract I was told my ************ were to buy out the remainder of the ******************** "pass it on" to someone else and have them take on the remainder of the contract. After this interaction i decided to look into the company and discovered they were sued by ADT for deceptive business practices and deceiving ADT customers and lost in 2019. If you see Alder salesmen in your neighborhood, please warn your neighbors about Alder's deceptive sales tactics. Account Number *******
Business Response
Date: 11/29/2022
The terms of the contract were explained by the representative, over the phone with a corporate agent, and were stated clearly in the written contract. We cannot cancel at this time. We are happy to help in any other way.
Customer Answer
Date: 11/30/2022

Complaint: 18447179

I am rejecting this response because:
As I explained in my original complaint the contract terms that were explained to me were that this was going to be a month to month cancel anytime service. This was only done after i declined the their original pitch and told them i did not want the service. After i told them no then explained to me that they could lower the monthly bill by $10 a month and explained that i could cancel anytime with no commitment. I'm seeking clarification on why the salesmen told me i am being signed up for a month to moth service but actually sign time to a 60 month deal? It appears that i was deceived into this contract by a lying salesman trying to protect his commission. My issue is not with the service provided or the equipment as when the alarm went off i was called within 20 seconds asking if i needed police or assistance . I would happily purchase the equipment and use the service if the month to month option actually exist. My issue is that a salesman apparently lied to me to get me to sign up for a 5 year commitment in order to secure his sale. Please let me know.
Thanks

***************************
Business Response
Date: 12/02/2022
Again, the terms were explained three different times. We cannot cancel but we are happy to help in any other way.
Initial Complaint
Date:11/21/2022
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 introduced to this business through American ********************* (who Im no longer with.) Didnt want the business at the time, but they were insistent and forceful. I gave in. Didnt find out until later I did not need this product. Dont want it even more now, because **************** on moving to a permanent address. Im currently staying at Extended Stay America. The system is in a storage unit. The representative at Alder stated that the only way you can get out of this contract is to find someone who is willing to take over the payments. Im paying for something thats not in use. If nothing is done about this, Im going to all social media platforms and give negative feedback regarding this business!!! Why should I keep making payments for something thats not being used? Do unto others as you would have them do unto you. Its ridiculous!!!
Business Response
Date: 11/29/2022
We are in the middle of our agreement and the account cannot be cancelled at this time. If you need a month or two to get it installed at a new location we can work with you there. Feel free to contact us directly to discuss.

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Alder is NOT a BBB Accredited Business.