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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.

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    • 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

    • 884 total complaints in the last 3 years.
    • 106 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2022

      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.
      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.

    Alder is NOT a BBB Accredited Business.

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