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:11/19/2022
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.
I went into what I was led to beleave was a month to month contract. And when I requested a copy what I received was a five year contract.Ok with that. Florida, state was hit by Hericane Ian, on september 28 2022. Power was lost for two days. After power was restored I tryed to connect my home security console back to the enternet. Console would not connect. On september I contacted Alder Home Security, explain the problem with the console. They claim they tryed also and they to failed to connect. Alder's Tect's said that the sims card was the problem and they where mailing a new card by fedex. I waited two weeks for the sims card it never came. I call Alder again and they said it must have been lost in the mail.They gave me a tracking number for the first sims card that prove to be untraceabile by fedex. And could not locate a package with my name and address. Again I call Alder, and spoke with two of their rep's All they would tell me was a new card had been sent. They offered no tracking number. All I got was when the sims card arrive to call back so they could walk me through how to install it. Well it's been two months now and I still donot have a sims card. But Alder, still take the monthly charge of $ 49.98 dollars from my checking account.And I donot have the monitoring service that Alder, suppose to provide for my monthly payment. Now I have receive a message from a former user of Alder home security, telling me to check the reviews. And I did so and now I have to amit I m a fool.I ask your office to do the same. Their are so many complaints I cannot upload and send to you. What am I asking of the BBB, (1) Assist in getting them to fullfill there contract send a new sims card or replace the console. (2) if they fail to do item one ten void the contract and I pay no fee's up front to cancell. I know that the BBB, is not a inforcment company. But I ask what ever you can do to help resove this problem. After words if they still give me the run around then I only have Legal recorse through the small claims courts. And I will have to obtain a Lawyer to expland my rights and actions to take. I thank you. MR *******.
Business Response
Date: 11/26/2022
Thank you for bringing this to our attention. We are still looking into this and should have an answer for you shortly.
Customer Answer
Date: 11/27/2022

Complaint: 18440153

I am rejecting this response because: The answer you receive from Alder, is the same answer I get when ever I tryed to contact them and find out what action they are taken to fix the problem. Base on information I received from a lawyer. I cancel the contract because they Alder, breach the contract and I have stop monthly payments. I m really sorry I had to request help from BBB, But Alder is a sham company. Thank You.

Sincerely,

*****************************
Business Response
Date: 12/01/2022
An agent will be in touch with you soon to schedule a time for a technician to come to your house. We have also given you 3 free months of service.
Customer Answer
Date: 12/02/2022

Complaint: 18440153

I am rejecting this response because:
I have taken action with both ************************* forward a complaint to the ************************* here in ******* and base on their responce I forward a complant to the *********************** **** state capitol. *************************************************************. Also I have consulted with a lawyer here in *******, who advise me that I already gave Alder. a date to repair the console and they did not respond are meet that dead line. So I email Alder base on infomation from a attorney here that the contract was cancel and payment are being stop. If this didnot set well with Alder. Iam prepared to allow the courts decide. I do not trust Alder, and donot want anything else to do with them. If they had a tect here in *******, why didn't they send him or her before now. They are given you a smoke screen.

*****************************
Business Response
Date: 12/09/2022
Thank you. Our scheduling department will contact you to discuss the appointment. They will be happy to discuss these terms as well.
Customer Answer
Date: 12/16/2022

Complaint: 18440153

I am rejecting this response because: Yes, please proceed.

Sincerely,

*****************************
Business Response
Date: 12/20/2022
Thank you.
Business Response
Date: 12/25/2022
We are proceeding as the customer requested.
Customer Answer
Date: 12/27/2022

Complaint: 18440153
right now they have not responded to me either by phone, email. To be honest I m not at all sure what they mean by replying we are proceeding as coustimer wanted. I want the contract voided and I have turn over all the current paper work to my Lawyer. So please advise me what they mean. I have no desire to go to court but if that what it takes so be it. Again I want to thank the ****, BBB for there assistance. But I have lost all faith and trust in Alder Home Security. Thank you ******************
I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 12/28/2022
Our records show the system is now signaling. Please confirm.
Customer Answer
Date: 12/28/2022

Complaint: 18440153

I am rejecting this response because:

Sincerely,
As I stated several time we would be out of town from the 27 dec to 6 jan.I HAVE no ideea if it't working
*****************************
Business Response
Date: 01/02/2023
Please get back to us once you are able to check the system.
Customer Answer
Date: 01/03/2023

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.

However I still want in writing that they Wii not renew my contract.

Sincerely,

******* *******
Initial Complaint
Date:11/18/2022
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.
I sent the proper form at the end of the contract so as to not incur penalties. The charge continued to be on my credit card up to the present. I have called and not succeeded in stopping the charge. I don't know the password my husband used as he passed away 12-5-21. I feel i deserve a refund for the payments they have taken since I cancelled. The account was in my husband's name; ********************************** but this is obviously a household purchase.
Business Response
Date: 11/23/2022
The document was received prior to the allotted window for cancelation. However, we have cancelled the account as requested.
Initial Complaint
Date:11/16/2022
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 ********************************* address ****************************************************** phone number ************ I received a bill for service I do not have. I have been waiting on a sensor since march that was never delivered still in transit with ******* This company is the worst I have been put on hold for over 2 hours no one every came back to the phone line . My door sensor was supposed to be sent to me March 9th I still do not have sensor for my front door . The company expects me to pay for service I do not have. As they track the sensor it was stuck in transit the lady really asked me to pay for shipping for the new sensor and offered me a ***** credit. I spoke with *****, may and other representative they will hang up on you , over talk you and everything And alder have the nerve to send me a bill for ****** I have not had the service nor then sensor I am disputing this bill I submitted a complaint to alder. ************************* reached out to me offered to waive half of the charges why should I pay anything with out protection for my front door no one comes in back door. They are supposely still sending a sensor so ****** calls me over talks tells me to just let him talk very unprofessional the man was practicely yelling over talking me I asked to speak with his supervisor he stated no one is above him and that I just do not get my house monitor for FREE . I am not even getting the service I explain if he had kids and people come through his front door would he want to pay for service he do not have. He stated you have not paid since march I advised him I have not had any sensor since march. I stated there is not a problem paying its the issue of not having the service that I should be paying for. He stated rulely evidently it is a problem with the money this person should not be in customer service at all I hope ********************** review this call that we had at 5:47 pm EST today . I have gave up with this company they are rude, disrespectful and full of lies.
Business Response
Date: 11/23/2022
We have spoke with ******************** extensively regarding this issue. A sensor was sent and we confirmed with the shipper that it was delivered. Despite this, we agreed to send a new one if she agrees to pay half the past due balance. ******************** hasn't paid her bill since March of this year despite receiving services for all that time. Once half the past due balance of $249.95 is paid we will ship the sensor and waive the remaining balance.
Initial Complaint
Date:11/16/2022
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.
I obtained Alder's residential security system for our home in Pearland, TX on 03/12/2020. Prior to September 2022, I received monthly billing statements, after which I would mail the $43.29 ($3.29 for taxes) in accordance with receipt of the statement. However, I received no statement in September 2022, so I manually created one of my own and mailed it and the payment on 09/18/2022. Nonetheless, I received numerous calls from Alder telling me that my account was past due. After multiple attempts, I finally connected with a CSR and she emailed a statement in an attachment. However, that statement showed that I owed for September and October, which was erroneous. I printed the statement and submitted $43.29 for October, in that September had already been paid. Despite that, I received multiple calls about the account being past due.

I am concerned that someone may be cashing the checks and pocketing them because they're not showing up in their records, according to the representatives that I've spoken with. I have verifiable proof from my bank that the checks have been cashed, which I've mailed to Alder. Still, I'm getting "past due" notices.

I would like to cancel my contract with this company, but I've read so many reviews that stated they would not allow customers to end the contract without an astronomical penalty.

Please check into this company for disreputable - if not illegal - practices.

Thank you for your courteous attention to this matter.

Respectfully,
****** ******* ******
Business Response
Date: 11/23/2022
Thank you for bringing this to our attention. We have attached a copy of your billing and payment history. It appears that your payments are being mailed and retrieved from a bank lockbox. Paying using this method causes several delays. To bypass these issues we recommend using automatic payments. We have waived the past due balance in hopes to prevent future problems.
Business Response
Date: 12/02/2022
We reject the accusation being made. We will wait for the production of the documents mentioned in your previous response.
Customer Answer
Date: 12/06/2022

Complaint: ********

I am rejecting this response because there should be no past due balance to waive. I am attaching correspondence copies showing payment of all the items in question from September 2022 - November 2022.
I received a billing statement from Alder yesterday (12/05/22) labeled November invoice. That payment was made on 11/16/2022, as the canceled check will show.

I will submit the December payment by or before December 20th. After that, I will consider our business relationship with Alder as cancelled.
My desire is to sever ties with Alder without incurring cancellation fees. I have worked hard and have earned an impeccable credit rating, and their accounting errors may bring my rating into question, and that is not acceptable to me.
Thank you for your attention to this matter.

Sincerely,

***** ******

P.S. I tried attaching the documents, but was unsuccessful in my attempts. Therefore, I will be mailing them today to the BBB Mountain West address, as instructed.
Initial Complaint
Date:11/16/2022
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.
I contacted Alder and informed them by phone that I was canceling service, I was not under any contact at the time. They said I to send in a cancellation form. They mailed me one and I mailed back. They kept charging my account. I did a stop payment / blocked on credit card. Called and canceled again, this time had them email the form. Signed it and emailed back, same day. They have continued to harass and charge me for services and they say they have not received the cancelation notices. The entire time we have had service with Alder they have always paper trail issues. We have sent documents to them before and they have reported never receiving them many times.Now they say that I still have not canceled service and have charged me up to $218.44 , that they want me to pay.I do not feel that I owe this money due to their inability to process paper work they received by mail / email, or by other means. I want my balance cleared, my service canceled, and the harassing phone calls and letters to stop.
Business Response
Date: 11/23/2022
This account has already been canceled. Any letters received were mailed prior and can be disregarded. Please contact us directly if you need anything else.
Initial Complaint
Date:11/15/2022
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 have been under Alder contract for 4 years. A technician came in an updated my panel in June of 2022. It has not worked since. I have complained to the company every month. To this day I do not have any service. Each time the technician leaves within 4 days the system malfunctions. Each time the panel is replaced with a verzion panel which is not compatible to my at & t internet services. Each technician reports this to their company but they will not provide the correct panel so I can receive services. Alder does credit my account each month due to no service. With no service my home is not adequately protected. I have continued to ask to cancel the contract since I still dont have any service. If the alarm triggers I have to call the police or fire department. It no longer alerts Alder to notify anyone to assist. I dont have another appointment until December they were last here November 8th. I want out of the contract. I want out of the contract but I am not allowed to talk to any supervisor. I am put off until a technician can come. If they want let me out of the contract why want they order the correct panel thats adaptable.
Business Response
Date: 11/23/2022
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:11/15/2022
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.
Had a system install by Alder alarm on September 17th 2022. Received agreement on Septem 22 ****. Start having pan communication failure error constantly. Call Alder and was told that a technician could not come out until October 15. Call on September 30 and had system disconnect until someone could come out. On October 15 Alder call to cancel appointment and reschedule for November 16th. Did nit have any protection since Sept 30th. All Alder to cancel agreement and was told I could cancel due to it was professional install. I had 30 days to cancel and I called within that 39 days. Still having problem cancelling. No one can on November 16 and no one call. Call Alder again to cancel was told no that I could not cancel.No cares at that company and I am locked in for 5 years with a bad company. No one cares. I am a senior citizen and was given bad lnformation. Please help me.
Business Response
Date: 11/22/2022
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: 11/23/2022

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,

*****************************
Customer Answer
Date: 01/03/2023

Complaint: 18408397

I am rejecting this response because: Still waiting on response from business. Business never call.

Sincerely,

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

Business Response
Date: 01/06/2023
We called today to get that scheduled but nobody answered. Please return our call.
Customer Answer
Date: 01/10/2023

Complaint: 18408397

I am rejecting this response because: The issues with Alder has not been resolved. They still changing schedule appointment. Have not had service since September 30 2022.

Sincerely,

*****************************
Business Response
Date: 01/13/2023
We appreciate your patience. We have given you two free months of service so you aren't charged in the meantime.
Customer Answer
Date: 01/18/2023

Complaint: 18408397

I am rejecting this response because: they did not keep there part of the agreement. The system was install September 27,2022 and we start having problem on September 30,2022. There keep cancelling the appointment with no reason for someone to come out. There lied from the beginning. At this point we just want to cancel the agreement with no penalty. We did not have any service since September 30,2022. It has been 4 months without service. We don't need the system at this point. They broke the agreement. They keep cancelling the appointments for someone to come out. Please cancel agreement with no penalty. They do not care about their customer. We need a working system. 2 months credit is not acceptable. We need a working system.

Sincerely,

*****************************
Business Response
Date: 01/23/2023
If the system is not fixed before the free months expire we will reconsider your request to cancel.
Initial Complaint
Date:11/15/2022
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.
I signed up with Alder for home security system with cameras account number ****** (service was terrible, never responded to service calls). My initial sign up I agreed to automatic deduction from my account. In May of this year my bank account was compromised and I contacted all of the companies I had auto pay set up with to cancel autopay and I would send in checks while the bank did their investigation and issued new debit cards. I called Alder and was told they could not stop the auto payments over the phone so I sent in a letter and an email to this company and they continued to try to do debit my account even though they were receiving checks for payments. I stopped mailing checks in August and called again to tell them to cancel the service since i could not get an answer to why they continue to try and debit my bank account when they are receiving payments via check and my request for service on the system several times were not addressed. This is a horrible company to deal with. Poor customer service and equipment that does not work after a couple of months!
Business Response
Date: 11/22/2022
We're sorry but this account was setup with the package and term based on automatic payments being made. If you're able to setup a new reliable form of payment we will waive your past due balance and provide any other service that you need.
Customer Answer
Date: 11/22/2022

Complaint: 18405413

I am rejecting this response because: They were accepting payments that were mailed in and still trying to debit my bank account. The service has been horrible long before the issue of my account being compromised and my equipment and service issues were never addressed they just kept sending bills. I will not continue to do business with this company since they breached the agreement by not providing the agreed upon working home security system.

Sincerely,

***********************
Business Response
Date: 11/28/2022
Again, this account is past due and cannot be cancelled. Servicing the system is dependent on you making your payments. If we can work out your past due we will address any issues you may be having.
Customer Answer
Date: 11/29/2022

Complaint: 18405413

I am rejecting this response because:Service on the equipment was requested long before there was an issue with any payments. The only reason there was an issue with payments was because I told you that the automatic payments would not be honored on my bank account due to it being hacked and my bank doing an investigation. Your company continued to try and debit the account even after I told you not to and sent in two paper checks from a family memebers account to make my payments. Do not act like the reason your company didnt service the faulty equipment was because of non payment. Calls were made to you long before my account was hacked. The contract was cancelled as far as Im concerned when I called about things not working correctly and nothing was done. According to the many complaints filed here with the BBB about your company I am not the only one who has had this issue with your company. I will be filing my complaint with the ********************************* Affairs since this seems to be a waste of time.

Sincerely,

***********************
Business Response
Date: 12/02/2022
Our records do support this claim. The last payment was made in May and the system is still signaling and being monitored to this day. The past due needs to be taken care of before moving forward.
Initial Complaint
Date:11/15/2022
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 husband signed with Alder in July 2021. We were hoping that this system would give us ease of mind while we are working, but it has done the exact opposite. We have had 6 faulty fire alarms go off since March. To me this is extremely unsettling and a faulty product on their end. We have had the fire department come out to check and they have told us we need to look into canceling this system. When contacting Alder to cancel due to issues on their end and not providing adequate services to keep our family safe, they told us we had to pay the $1500 remaining in order to cancel the service and there was nothing else they could do. To me, if you are paying for a security service it should give you a piece of mind, not extra anxiety worrying if the alarm is going to go off randomly while you are gone, especially with an animal at home. We are expecting a new child soon, and with two children at home it is very scary to think that the alarm is going to go off and we dont know if it will be legitimate or not. I would very much appreciate that our services be cancelled, without penalty to our bank accounts, due to a lack of safeness on Alders part.
Business Response
Date: 11/22/2022
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: 11/30/2022
Thank you, I didnt respond as it said that they would contact me with next steps and I didnt hear anything so I wasnt sure what to do.

The business did call and said they would be willing to just move the fire alarm to a different location in the house, as where it was placed may not be the best location (even though they were the ones that chose the location).
They still stated that I would need to pay the $1500 cancellation fee if I wanted to go that route and would not budge from that.
I dont agree that moving the location will change anything as nothing in the house has changed, and it seems to just randomly go off-when there is nothing making it go off. I would really prefer to not have this system as I dont feel it is doing its intended job and it is a scary feeling with a 2 year old, a dog, and a baby on the way. Especially if we are away. Thank you!
Business Response
Date: 12/02/2022
We would like to attempt to move the system before we discuss cancelling our contract.
Initial Complaint
Date:11/14/2022
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.
We entered a home security agreement with ALder . The equipment quit working about 18 months ago, they never contacted us about repairs, We called to cancel the service seven months ago, the person that I spoke could not speak English very well, he informed me that someone would get back with us. I addressed a letter to them informing them that we no longer needed their services. They continue to tell us that we have a past due balance.
Business Response
Date: 11/22/2022
Please send us your monitoring address or the account number so we can help you.
Customer Answer
Date: 11/22/2022

Complaint: 18404042

I am rejecting this response because: Account 574715

Sincerely,

***************************
Business Response
Date: 11/28/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.

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Alder is NOT a BBB Accredited Business.