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.
133 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:11/14/2022
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 2021 Alder sales person sold me a alarm system that included three cameras, door camera bell, window sensors x 2, door sensors x 3 and fire alarm notification.In January 2022, the back door sensor stopped working and I called Alder to trouble shoot it and I told the technician that a small piece from the back door sensor is missing. Has not been repaired August 2022 my kitchen camera kept on falling down, since it was taped to my cabinets and I had to s**** it to my wall.October 2022, my doorbell camera stopped working and I was trouble shooting with the Technican and she told me to take the cover off and I could not take the cover off with out fear of damaging it and asked for a Technican to come out, she stated I had to pay $40-$60 for a technician call.On November 14, 2022 approximately 09:08 I started receiving messages from ***** saying that my smoke alarms were going off. I called my neighbor as I was driving to a Drs. Appointment to check my house and there was a fire on my stove and my smoke alarms were going off, but still no notifications from Alder security systems.On November 14, 2022 after spending over 7 hours on the phone with Alder, transferring and disconnecting my call, I finally got to speak with ****, technical support manager/supervisor she told me "I can't cancel account with out paying 90% of my contract" and she could not provide me the specific amount. I have wait until the schedule team calls me to schedule to technician, with a faulty system. I also have to agree to not cancel my contract so she can send out a technician to service the system, a functional smoke detector, a back door sensor and doorbell.I specifically told **** that Alder is in breach of contract selling me a system that was connected my smoke detectors, and properly installed and today it was faulty and did not work IAW the contract.
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.
Initial Complaint
Date:11/14/2022
Type:Service or Repair 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.
Ihadaalarm systeminstalled and for the last two years plus it has not worked thecompany took forty nine dollars from my checking account forn oer two yesrsimonitering without informing me it wasoff line. In July i called the company about the the service they told me it had not worked in over two years. they till took the money for monitoring. they refuse to refunf my money which over 1000 and harrassed me me every day for more money instead of correcting the problem. ifeel that is fraud by taking money for a service they did not provide this harrisment is still ongoing
Business Response
Date: 11/22/2022
The account has been cancelled and the past due has been waived. At the time the system was installed, you were informed that you needed to test communication of the panel on a monthly basis. When was the last successful test you performed?
Customer Answer
Date: 11/22/2022

Complaint: 18403028

I am rejecting this response because:Alderr kne it was off line for over two yearsand chose not to inform me ut ontinued to take money out of my account for the entire time the system was not working feom july thru noember my conversations with them was about refunding my money they sad hey would do tha once the system was fixed butmno tchnician ever came *** always told me there was no technician serving my area so it wouldnt have mattered if i tested it or not but i wan told to hecknit monthly
Sincerely,

*******************
Business Response
Date: 11/28/2022
This is still being reviewed. We appreciate your patience. We should have an answer for you shortly.
Customer Answer
Date: 12/07/2022
to alder security I have trying to resolve this concerningyou charging my account for over two years for momitoring sevice youdid not provide dueto service since july i was never ntified the sevice was off line but you continued to take money from my account at one time i receivd a phone call from ****** who said he was a minority owner and said he would take care of refunding my money but that has not happened iwould appreciate this to happen you know it ilegal to charge for a serviceyou dont provide. i had to leave my home during that time -and i believed my home was being protected but my first conversation with your rep in july told me it was not monitored for over two t
years
Business Response
Date: 12/12/2022
We are in the process of sending a refund check for the months that were paid after you contacted us in July of 2022. The check should be received within the coming weeks.
Customer Answer
Date: 12/12/2022

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: 01/05/2023
Ireceive a email 12 dec indicating alder was sending me a refund. This has not happened. Request why i did not receive refund it hasbeen almost been a month more than ample time to make it happen. i believe alder said that they were sending refunder so case would be closed
Business Response
Date: 01/09/2023
The check has to go through an approval process and should arrive shortly. We should have an ETA for you soon.
Customer Answer
Date: 01/10/2023

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.

Sincerely,

*******************
Initial Complaint
Date:11/14/2022
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 have been an Alder Customer for approximately 10 years. I absolutely loved their original company and customer service when I became a customer. Over the years, however, the customer service has quickly declined. The technicians struggle to speak clear English, and the phone wait times are ridiculous. That is not feasible for anyone who works. My hours are not flexible, and I have very little time to spend on the phone. I can't be expected to repair my faulty system. Over the past several months, my family has been without monitoring services due to equipment malfunctions and technical issues. We're paying for services ($53.49 monthly - to be exact), and yet we're most definitely not receiving any services from this company. They are clearly in breach of contract. Our alarm system doesn't funtion at all. In fact, the last technician who wasted my time, had me to remove all of my sensors from every entry point and TAKE THEM APART! When I requested for an actual technician to come repair the faulty weuipment in person, I was told that I would have to pay for that. (I never had to pay in the past.) And why would I have to pay to resolve a problem that they created? I have attempted to repair the system, and I don't intend to continue running down dead ends while their technicians waste my time. They can barely even speak English, and if their dialogue isn't scripted, they don't know what to say. It's beyond terrible. I began emailing the company (so that everything would be documented) on October 20th. I've gone around and around with them, but they will not allow me to speak to a member of management.My contract has not ended. I believe it ends in 2023. However, I want to cut ties with this company now. They say that I'll have to pay an early termination fee. I've already spent $160.47 in monthly services while my system has been down. How can they hold me to a contract that they are, in fact disregarding?
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.
Initial Complaint
Date:11/14/2022
Type:Sales and Advertising 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 purchased a security system 7/2017 from this company. initially it was good and I had no complications. For over the past 6 months I have had no security system. when I questioned of ending the agreement they claimed that my husband authorized another 5 years. This contract was under my name and billing information and he had no right to engage in this. When I noted they said a technician would be in my area for the past 6months they just say I am sorry and we will call you when one is nearby. I want the contract removed as it was not legally signed by myself who agreed to the initial contract. I do not want any further services from this place.
Business Response
Date: 11/22/2022
Thank you for bringing this to our attention. The account has been cancelled.
Initial Complaint
Date:11/14/2022
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.
My mother, ***************************** 87 has been in a nursing home since March 2022. She had a contract with Alder Security which I tried to cancel when she was no longer in the home, I was told she would have to continue payments per contact while she owned the home. Her home was sold in September 2022 and I tried to cancel again. I was told I needed to provide proof from staff dr to verify she was resident to cancel contract, which I did. They kept sending past due notices and sent to a collection agency. I then offered to settle the entire contract for $200 which was half. They verbally agreed, I requested an email of this agreement and was told they couldn't send until payment was made. I made the $200 payment and never received any type confirmation. Now they are contacting me again as her POA for the balance due saying that was only to pay the past due amount. The contract ends November 2022. What recourse do we have. She is currently eligible for ********* This is the most unprofessional company I have ever dealt with and English is not the first language for the reps.
Business Response
Date: 11/21/2022
Please send us your mother's account number or the monitoring address so we can help you.
Customer Answer
Date: 11/21/2022
They are asking for her address which was:
I couldn't respond to their response directly.
Thank you for your assistance with this matter.
***********************
Business Response
Date: 11/23/2022
We will cancel the account if half the past due balance is paid. The balance is $239.94 and the amount that would need to be paid is $119.97
Customer Answer
Date: 11/28/2022

Complaint: 18401988

I am rejecting this response because:
Absolutely not. Your company flat out lied to me before when I paid the $200 to cancel out the balance. I paid half and you never sent me the confirmation requested. That being the second lie. The first being when I was told to submit proof from my mother's doctor verifying she was in a nursing home and you would cancel the contract, which I did. Yours is an underhanded company that I would never recommend to anyone! Check your so called recordings for training purposes and you'll find I'm not the one lying. You should be ashamed.
Sincerely,

***********************
Business Response
Date: 12/01/2022
The agreement just ended in November so you weren't eligible for cancellation previously. We don't have any record of agreeing to a payoff previously other than what I have already stated.
Customer Answer
Date: 12/02/2022

Complaint: 18401988

I am rejecting this response because:
AGAIN...check your recordings, I was told by your representative that if I provided verification from the nursing home doctor that my mother was in the nursing home that she could cancel the policy. Which I did twice. I then made you an offer to settle the contract for $200 which you accepted and now confidently have no record of.

Sincerely,

***********************
Business Response
Date: 12/06/2022
Again, I have no record of that and that is not in line with our policies.
Customer Answer
Date: 12/07/2022

Complaint: 18401988

I am rejecting this response

Sincerely,

***********************
Initial Complaint
Date:11/11/2022
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.
About eight months ago my alder home security panel stopped working. They sent somebody out to replace it, But a month later It stopped not working again. I told them I no longer wanted the service. But they threaten me saying that I had to pay still tell my contract is over. They also said they would send somebody out again a month later, but I still had to pay for the services, even though it was not working at all. I waited a month and even made arrangements for somebody to be here, And no one showed up. I called them and they said we have no one so we canceled. I said how come you didnt call me and tell me you canceled. They never respond they just said they will send somebody out within a month again. So when that day came up nobody showed again. I said to the that I was very upset, and I wanted to cancel. They repeated and said I would still have to have pay till my contract is over. They also said they dont have no one to fix the panel at this time, but I still have to pay. In I waited a another 2 months. Then finally they sent some one out. It worked for 3 days, then it was not working no more. Can someone please help me to cancel this contract please. Thank you!!!
Business Response
Date: 11/18/2022
Thank you for bringing this to our attention. This has been escalated and an agent will be in touch with you soon.
Initial Complaint
Date:11/10/2022
Type:Customer Service 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.
When I signed up with them I was lead to believe theyre were associated with my internet provider ATT, which they are not, I signed up with them and when I moved, I got stuck having to renew my contract for an additional term in order to not pay their astronomical cancellation fees, and get the equipment I needed for my new home to work required me signing for additional time. Then unfortunately I needed to move again 6 mos later and this time taking the system with me was not an option. I called to cancel and they want to charge me $2,000.00!!! (To buy out 90% of the contract.) this is insane. Im stuck, I have no options and the customer service account managers they have you talk to to try to resolve this couldnt care less. They wont even reduce the fee or at least put it back to the original contract date. I cant pay this much money. This is the worst business practice ever. Whats worse is that my system hasnt even been functioning the past 6 mos. They still do not care or offer any sort of discount on these fees. Ive now been on hold for over an hour waiting to speak to a supervisor (pretty sure they have no plan to transfer me to an actual person. The person I spoke to earlier today told me she was the only one there when I asked to speak to a supervisor. This place needs to be sued.
Business Response
Date: 11/18/2022
The 60 month agreement was signed on June 2, 2021 and we're well past the trial period. If you'd like to return the equipment and pay a $500 early cancellation fee we can cancel the account.
Customer Answer
Date: 11/18/2022

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,

***********************
Initial Complaint
Date:11/10/2022
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.
This business it terrible. I asked to cancel the service because their alarm service doesnt work. I asked many times to cancel and they say that I have to wait for a letter in the mail which they never send and consistently chard the monthly service fee. This is a really bad company and I ask to cancel over the phone and they wont allow it. I have been paying over several months for an alarm system that doesn't work and can;t cancel the service.
Business Response
Date: 11/18/2022
This issue has been escalated and an agent will be in touch with you soon. We have also waived the past due balance as a gesture of goodwill.
Customer Answer
Date: 11/29/2022
No One has reached out to me. I have been trying to close out this account and I still get several phone calls saying that I have a past due balance.

And each time I tell the person calling me that I am trying to close out the account but no one has reached out to me and then they hang up.

Really bad customer service. after I tell them that a few days passes and I get another phone call saying that I owe for the past bill.

This is really ridiculous. And when they do call me I ask to speak to their superior and they ask me to send them a request through the regular mail and some one should get back to me within a week. Still no response.

David

Business Response
Date: 12/01/2022
We have called on three separate occasions but nobody has answered. We have left voicemails. Please return the call from the messages that were left.
Initial Complaint
Date:11/09/2022
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 have this service 7 years Tried to cancel fur 5 weeks. They continue to bill my credit card and will not cancel tge service. I have cancelled in writing and over the phone z trying to cancel since 9/5/2022
Business Response
Date: 11/18/2022
The account has been cancelled.
Initial Complaint
Date:11/09/2022
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 company is allowing employees to trespass onto people's properties that have clearly posted no trespassing signs. Jillian ****** H**** acknowledged she saw my no trespassing sign, knew what it meant and decided to come onto my property anyway. They are not protecting people's homes. They are violating people's rights as homeowners and potentially putting people's homes in danger. She doesn't even live in my state. They're letting some random woman from another state walk onto my property with posted no trespassing signs on every corner of my house.
Business Response
Date: 11/18/2022
Thank you for bringing this to our attention. We will address this with the representative.
Customer Answer
Date: 11/18/2022

Complaint: ********

I am rejecting this response because:
You allowed her to trespass onto my property when I have no trespassing signs on every side of my house. She even acknowledged she saw them. She should be fired!

Sincerely,

***** ****

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Alder is NOT a BBB Accredited Business.