Business Profile
Burglar Alarm Systems
AlderThis 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
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 ComplaintThe 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:11/08/2022
Type:Service or Repair IssuesStatus: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 for home security through this company and never received my equipment in the last five months. I called them repeatedly and still haven't received anything but they have been charging my checking account for $39.99 every month. I had to cancel my check card and be issued a new one because they kept telling me they couldn't stop my auto pay on my account no matter how many people I spoke with . They was supposed to have sent me my equipment again over a week and a half ago and I still haven't received anythingBusiness Response
Date: 11/15/2022
Our records show the equipment arrived on the 9th. Please confirm.Initial Complaint
Date:11/07/2022
Type:Service or Repair IssuesStatus: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 elderly parents have Alder security system on their house. The system is outdated, does not work, and Alder refuses to stop charging them or fix their system. Work order submitted in Sept but no follow *** and continue to be charged. They refuse to help them. Parents are 85 and 71 on limited income. They asked to get rid of system or fix it and Alder refuses to fix it or let them out of service.Business Response
Date: 11/15/2022
Please send us your parents account number or monitoring address so we can help.Customer Answer
Date: 11/15/2022
Complaint: 18369697
I am rejecting this response because: issue has not been resolvedTheir name is
*** and *******************************
address is
165 *****************
******* ** 99323
Sincerely,
***************************Business Response
Date: 11/18/2022
Thank you for bringing this to our attention. We have credited the account for the months the system has been down. They will not be charged for the next 6 months. An agent will be in touch with you soon to schedule a technician.Customer Answer
Date: 11/21/2022
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:11/02/2022
Type:Service or Repair IssuesStatus: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.
Called to cancel security service, the accounts manager told me she can cancel my service but ********** law says I have to be charged for the service until March of 2023. I told her there is no law like that because I have not signed a contract she said it is state law I told her no its not. She said she would send the cancellation papers but I owe them $100 to cancel I told her she is out of her mind I dont owe anything to cancel I havent signed a contract. I have been trying to cancel my service for over 6 months now and still nothing. They need to be shut down they are stealing peoples money.Business Response
Date: 11/10/2022
The account has been cancelled.Initial Complaint
Date:11/01/2022
Type:Product IssuesStatus: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.
This is regarding false charges and promises made by alder. Alder security has been charging me without providing any service. They are not even canceling the service. In June last week, Alder charged me the initial setup cost (about $99) and 1 month of service fee for July. They also attempted to charge me in August ($49.99). And I had to block my card to stop this fraud. However, I never received the product (security system) therefore never received or activated any service. I have emailed the customer care several times (no response) and have also wasted hours on call with the support team. Someone named ****, one of the customer care personnel, that ********************** will send me the security system by the first week of September and I will be given free service for the September (since they already charged me for July without any service) and October (default second month free). Interestingly, they have not yet shipped the product and its November I never received any product but they again charged me $49.99. Since ***** repeatedly failed to be professional and honest, I am again requesting my full refund and cancellation without any discussion. As I dont have time to waste. I have all the previous email thread and sms for your ref and evidence. I also have the tracking record that clearly shows that the product was shipped incorrectly and was returned to alder warehouse. I also have the evidence to proof that the product was shipped incorrectly.Business Response
Date: 11/09/2022
The account was already cancelled and the money has already been refunded.Customer Answer
Date: 11/09/2022
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:11/01/2022
Type:Order IssuesStatus: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.
In 7/2014, we installed with AP Alarm Protection a system that included one panel & three door sensors. Between 2014 and 2018, ** became Alder. On 9/27/22, I called Alder & transferred to a woman who said her name was *******. She said my contract was near expiration; when Alder took over the contracts from AP, all of the renewals became 3 yr instead of 5 yr. She said that she could reduce my monthly bill for the next 3 yrs. I would maintain exact same panel. I would receive next two months free. I verified that a tech didn't need to come to my ********** said no. She said I signed a contract back in 2018 & I said I absolutely did not. I requested a copy of this current contract as well as a copy of this supposed ********************************* On the evening of October 6, my husband used the app to disarm the alarm & sees a notification that says Communicator Upgrade Required. I immediately phone ************************** am told that I need to upgrade our panel from 3G to 4G. I am given a ticket ***** am to phone back in the AM for a tech to come to my home. The next morning I phone back & state that I want to cancel my renewal. I have just received my paperwork from Alder & sure enough, there is no paperwork from 2018. The name on this new contract is ******, not *******. In addition, the terms of renewal are not every three yrs, but every five ********** appears that it needs to be done in writing. Part of the contract, including the Buyer's Right to Cancel information is cut off so I can't read it. I speak to *****************. This 2018 contract with the doorbell camera comes up again. He says that my request to cancel was denied because I had 3 business days to cancel. I told him that I only received the notification about the upgrade on October 6 & phoned immediately. It is obvious that the panel upgrade from 3G to 4G was well-known for months (if not longer). We received the notification on our app only AFTER I signed a new contract which feels deceptive.Business Response
Date: 11/09/2022
The account has been cancelled as requested.Customer Answer
Date: 11/11/2022
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. I have also contacted Alder and received confirmation that indeed my account is cancelled. I will monitor my bank account to make sure that it is not debited.
Sincerely,
****************Initial Complaint
Date:11/01/2022
Type:Service or Repair IssuesStatus: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 three accounts and a crazy long contract. My tenants shouldn’t be asked for personal information or to sign onto the contract. They kept saying they would take the realtor off but he was mentioned in the last call. Alder can’t even get the accounts straight and I have to explain it over and over.
In a last ditch effort today, I called sales. He said they are not understanding the situation. The woman I was transferred to hung up one me!Business Response
Date: 11/09/2022
Mr. ***** has been removed from the account. Also, we cannot allow 3rd parties to call in and make changes to your account without verification and authorization. This is for your safety. Please let us know if anything else is needed.Customer Answer
Date: 12/21/2022
Alder complaint,
I had sent a response to my complaint. I still cannot access my system on the garage in AL. I was never told when I signed up I had to be there to push buttons on a panel. I explained I had three separate accounts. Two houses that would be rented and a garage that might be rented. Now I’m getting complaints the smoke/carbon detectors are too sensitive. The fire department has been called and could find nothing.
I explained I was in CA and I was never told I would have to go there to access the system. Now they say I have to push buttons on the panel. I’m in CA don’t you think they should have mentioned that! I’m paying for nothing. I finally got some help as the didn’t require my renters to sign a paper stating they would take over payments. This company is very unprofessional and not secure. I have to give my code out to people in another country when I hear a party going on in the background. Only one person has actually helped me as the rest don’t know what they are doing. I finally called sales and the man said they don’t understand the situation! He transferred me to someone who hung up on me! I want to get a service I can use from CA. I have another rental and I called vivint who said there is no reason I need to be there it all can be accessed remotely. I want the contracts cancelled with no payment as I was misled as to what this system was capable of doing in my situation!
I don’t know why they didn’t get my response. Alder called but I left a message explaining if I answer and it’s an alarm I’m not there so as they asked what color lights are on the panel is impossible. I said he could call back and leave a message. I need a direct phone number!
****** *********
**********
Sent from my iPhoneBusiness Response
Date: 12/25/2022
Were you able to speak with the agent?Initial Complaint
Date:11/01/2022
Type:Sales and Advertising IssuesStatus: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.
We signed a contract with alder Security on August 16, 2021 the tech came and installed our cameras. Then he set up the panel on the inside of our house. For months we were not getting service on the panel. We contacted alder and they said that the panel was bad and sent us another one. We received it and had the tech come back to look at the system again. The panel was still not working. The tech told us we needed to upgrade our Wi-Fi. Which we did to 300 mega bytes more than they required which is 6.4. We were away on vacation and and someone tried to break into our home. I had someone watching my animals and the noticed the back door some one tried to pry themselves in. So she contacted us and called the police. The alder security system failed it did not notify us that there was a break in. When we got home my husband contacted alder to let them know that their system was not working. They keep taking our money but they cannot provide us with proper service. My husband was on the phone with ************ for over 2 hrs and the panel was still not working. Only one of the cameras worked. We want to cancel that contract because they cannot provide us with service. I called again on 11/2/22 spoke with *************************** in customer service told him everything he referred me to ***** in account management who referred me to Belle in technical support. I had to tell my story 3 times and I keep getting the run around. I just want them to come get their equipment and cancel my contract with no penalties. They cannot provide us with service.we had an attempted break in and they did not notify us.Business Response
Date: 11/09/2022
The account has been cancelled as requested. Let us know if you need anything else.Customer Answer
Date: 11/09/2022
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:11/01/2022
Type:Order IssuesStatus: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 wife and I have called more than 10 different times to get them to send the paperwork showing the contract end date. I still haven't received it. My system has not been working since March 2022 but they continue to charge my account ***** monthly. I had two scheduled appointments to have a technician come and install new equipment, but no one showed up and no one contacted either of us. Each time I call, I am told a technician will come, but nothing has changed. The only thing these people are good at is taking my money each month,.Business Response
Date: 11/09/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.Initial Complaint
Date:10/31/2022
Type:Billing IssuesStatus: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.
I was told after I had the Home Security system for a year that my payment would be lowered by $5.00 a month but I found out today that was a false statement. In addition, the alarm went off and it took me two days to get it to stop since the instructions on the internet were not right, apparently the battery froze up. The fire department has been to my house three times, even though the last time I had the call canceled but they showed up anyway because they had to be sure that I was not being held against my will. The contract I signed was on a tablet and to my knowledge I did not get a copy of it and didn't realize that it was for five years until I called them this afternoon.Business Response
Date: 11/09/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon. We have also given you 4 free months of service to compensate for the downtime.Customer Answer
Date: 11/09/2022
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,
************************* In addition to what I previously mentioned in my complaint, I really would like my contract terminated. I will accept the 4 months of free service but I am not interested in continuing with the service since it has caused me multiple issues with the fire department coming to my house because I was having difficulty trying to figure out what I was suppose to be doing to navigate the system.Initial Complaint
Date:10/31/2022
Type:Service or Repair IssuesStatus: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.
Total disregard for my safety. My system has not worked in a long time although I have continued to make monthly payments. I contacted the company twice to fix it. Both times the tech couldnt do the repair. I called 2 other times and they were a no show without a phone call, explanation or to reschedule. Absolutely no response. Another time a technician showed up without calling. I wasnt home. He called me. I told him to remove the system and cancel my contract. He could not do that. He told me confidentially to file a complaint with the BBB and then call the company to cancel the contract. I will call them today. I want out of this contract WITHOUT PENALTY. I have been a faithful customer, paying my bill every single month without fail. I have never in my life encountered a company with such blatant disregard for my safety. Please assist me in resolving this matter with no penalty to me.Business Response
Date: 11/09/2022
The account has been cancelled as requested.Customer Answer
Date: 11/09/2022
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,
*********************
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