Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Alder

  450 N 1500 W Orem, UT 84057-2829

• 

  Alder

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:10/31/2022

  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.

  I ordered service on June 28, 2022. I received and installed the equipment but the quality was horrible for the price so on July 5th I called to cancel my account. I was told that I would be mailed a shipping label and once my equipment was received then I would received a refund of $198.99 for the equipment and $52.99 for the monthly service. I never received a shipping label in the mail. I printed one out and mailed my equipment in. I called to see why I am still being charged $52.99/month when I canceled my service within the 30 day cancelation window and they told me they never received my equipment! Then, after a brief hold suddenly they found my equipment but said it was received late so now I owe $2,474!!! I have had 4 recurring charges for $52.99 so far and they are going to continue charging me these fees for 5 years for equipment that I do not have and for service that I canceled within 7 days of receiving. I don't understand how this is legal!

  Business Response

  Date: 11/09/2022

  The account has been cancelled and the money has been refunded. Please allow a few days for processing.

  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:10/31/2022

  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 signed up for the Alder home security system when moving to a new home on September 30th, 2022. We were told we have a 30 day trial to give the system a try and return. We decided against the equipment on October 11th, and I informed my **** ******** I also called the customer service line and was informed that once I sent the equipment back, I needed to track its delivery progress and call back to inform Alder when the equipment was received by their facility. So I mailed it out, tracked the ***** package, and called back once it arrived at their facility. When I called to let them know and to finish the cancellation process, they told me that a payment had already been made from my account (I was still within the 30 day trial- She told me I had the equipment for a full service period. I had the equipment from early October and it was recieved by the Alder facility on October 21st. I did not have nor use the equipment during the service period at all. I needed to call back on Monday (The call was made on Saturday) despite the customer service hours online stating they are open Monday-Saturday. Either way, I call back on Monday October 31st (Today). I have been told that the account is not cancelled as of yet. I need to wait more time for the account to be fully closed. I was told there is no confirmation number or reference number regarding the cancellation process and that I just need to wait. I am still waiting on the refund for the charge that was applied to my bank account on October 28th- while still in the 30 day trial period. I do not believe I should have been charged at that time, nor at all since the equipment had already been recieved by the Alder facility 7 days prior and I was actively trying to cancel but being told to call back every time.

  Business Response

  Date: 11/07/2022

  The account has been cancelled and your refund is being processed. A check will be mailed to you shortly. Please allow a few weeks for approval and delivery.

• Initial Complaint

  Date:10/30/2022

  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 looking for a company to install professional quality security cameras in Front and Back of my home. I made it quite clear that I did not want their monthly monitoring service. The sales rep yessed me to death and explained their 30 day cancellation process with full refund, then walked me through a signature process that inadvertently roped me into a contact I didnt want. They collected their $680.00 payment that I explained was expensive for two security cameras but was willing to pay for the service of professional installation and successful link to my phone and home computer system for self monitoring. The equipment did not arrive until ************************************************************************************ for monthly monitoring I didnt want. But, this realization came after their so called thirty day period so although the contract was eventually cancelled and the equipment returned, Alder would not return my $680.00 or two months of $29.00 payment they extracted from my credit card. I believe this company owes me $738.00 dollars. I did write an appeal to their CEO and was totally ignored. I filed a complaint with my credit card company who received bogus justification from Alder.

  Business Response

  Date: 11/07/2022

  The notice of cancellation was received outside the 30 day window. However, we refunded the initial payment. Please allow a few days for processing.

• Initial Complaint

  Date:10/28/2022

  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.

  I began year four in 2022 with this company. Previous years were great, but since February, Alder has dropped the ball on their service. When our towers were upgraded to 5G in our town, our system began to malfunction. We kept getting errors that we didn't understand until a contracted person came to my sister's and explained I needed to call in and have my system updated to be compatible with the new towers. I called the same day and have been playing phone tag. This is now about May or June and each time I talk to a representative, I've been told someone will be sent out and my account will be credited for time I had no service which they stated began Feb 2022. I called again late June early July about the same situation and was told they had noone that could come out, but as soon as something became available they would send someone out and never stopped taking payments (approx. $32.84 biweekly) out of my account. It got to a point where I was calling weekly with the same response and I threatened to go to another company due to lack of service and they stated if I did, then I would be subject to paying an early termination fee for breaking my contract. A contract I feel was already broken on their end due to lack of services being rendered for a period of several months. Then, I began to get text messages about setting up for a technician to come out and assess our system for updates to a new system or change of batteries in the one we have. I finally called today (10/28/22) about getting that set up and was told they were completely booked and don't know when they will be able to come out and for me to just wait on someone to call me to set up an appointment, but no estimated time was given. Again, I have been without security service since 02/22, monthly payments of 65.68 still being taken out of my account, and no idea of when we will have service. I feel I have been more than patient to a company that doesn't seem to care about my family's safety.

  Business Response

  Date: 11/03/2022

  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 credited your account 8 free months of service to compensate for the downtime.

  Customer Answer

  Date: 11/03/2022

   
  
  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:10/27/2022

  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.

  I called to cancel my account and was told that it was Auto Renewed because I didn't call them to cancel it. I never received a call and had no messages letting me know that it was to renew. I had just lost my job due to *****, had no unemployment and no way to really pay and that's how I found out that they had renewed it for 5 more years and I couldn't cancel it until I paid over $1000 for it. Had no way of buying out my contract so I suffered through the months and still suffering paying the $54 they take out every month. Now today someone from Alder showed up unexpectantly, opened my screen door to know and then rang my doorbell. I never gave them permission to come to my house and don't want them ever showing up again because I know once they come in they will add more months to my contract. I'm about ready to just close my bank accounts and mess up my credit because I want nothing to do with this company.

  Business Response

  Date: 11/03/2022

  The account has been cancelled. We appreciate the time you were with us and we wish you the best.

• Initial Complaint

  Date:10/27/2022

  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.

  Alder Security is a total scam. They come out to "upgrade" your equipment and fool you into signing a "contract" and you are never provided with that contract or told you are signing a contract. I have moved and called Alder to cancel my service since I no longer own the house. They want to charge me $1000 to cancel my service, a service that I no longer use because I no longer own the house! Absolutely ridiculous and terrible company. I want to be able to cancel this service without paying anything because I no longer live or own the house where the equipment was installed.

  Business Response

  Date: 11/03/2022

  We were unable to locate your account using the information provided. Please provide us with your account number or monitoring address so we can locate your account.

• Initial Complaint

  Date:10/25/2022

  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.

  We have continued to have issues with Alder since we first contracted with them for our home security. There were problems with the sensors and we ended up just replacing the batteries ourselves, after many phone calls to them and either not getting an answer/ response or someone telling us to do it ourselves. Even though we had been told initially NOT to ever mess with the sensors or we might break them. It is difficult getting through to them on the phones and emails are usually best but not always. They do not have a representative or tech support in Kentucky anymore. Once they moved to Texas , where they are mainly based now, they charge large fees for any service call because they have to travel. We set it up initially for us to be billed each month. Starting in August , we stopped receiving a bill. We waited all month and finally just sent a check without the bill. Same for September and now October. Many phone calls and emails were done requesting them to send us a bill each time. They have yet to do so. Right now they have the checks confused and say we owe them for August , which we paid. But the checks got to them late so they put it towards the wrong months. My husband made the HUGE mistake of signing a new contract with them when the rep gave a huge discount. I knew nothing about it or I wouldn't have allowed it to go through. We had already discussed changing to another security company . The discount we received was not worth the trouble we've had off and on since we took them on again. We can't afford to cancel our contract but we don't want to stay with them at this point. I don't know if there is anything you can do about them , but anything would be appreciated . And if you have a rating with them at all, I'd think about not giving them a very good one. I warn anyone I can not to take them on. I can foward emails that I have sent .

  Business Response

  Date: 10/31/2022

  Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.

  Business Response

  Date: 11/03/2022

  We spoke with Ms. ********* on 11/1 and she confirmed her system is now working.

  Customer Answer

  Date: 11/04/2022

  
  
  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:10/21/2022

  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 signed a contract for Alder Security 8 months ago and I have had nothing but issues with their services. First, I have not received 100% of my equipment so that my house is not properly secured despite the equipment shipping over 4 months ago, over the phone their technicians just told me to continue to wait.Second, when I set up my account I called Alder ahead of time and asked them to not send emergency services to my house because I am setting up my account. They confirmed this and hung up only to call me a few moments later asking if I again needed emergency services to which I replied that I had already told them not to send anyone and for a second time they confirmed they will not send anyone and hung up. Right before I was getting in bed at 11pm that same night the cops showed up to my house asking if there was an issue to which I responded with the fact that I had told Alder twice that it was just me setting up my account and there were no issues. Third, the entire above scenario happened all over again when I just randomly tried to set my alarm and secure my house on a different day. Fourth, my fire alarm randomly went off for no reason whatsoever and I told them over the phone that there was no fire and that my control panel didn't work when this happened so I couldn't turn the alarm off when I entered my passcode. Fifth, when I called and tried to cancel my contract they told me I had to pay the remainder of my contract despite them causing me nothing but issues (which is 14 months of fees). They said I could also just transfer my contract to someone else, which makes no sense because why would I pass these issues onto someone else. I am now stuck with an incredibly incompetent security company, defective equipment (my control panel no longer works so I can't activate any of my equipment), and finally not all of the equipment that I was promised was ever sent. I would NOT RECOMMEND ALDER SECURITY to anyone.

  Business Response

  Date: 10/28/2022

  Thank you for bringing this to our attention. We are working on sending you a new panel which we believe will resolve this issue. We will keep you up to date with the process.

• Initial Complaint

  Date:10/19/2022

  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.

  The emergency help alarm keeps going off. I have contacted them many times about this issue. Had the same problem once before. It took more than **** times before they sent a technician to to repair. Was told the device was defected. I was told on 10/18/2022 that if it happened again they would send a technician out. It went off 10/19/2022. They said they were not going to send out a technician because the only thing going off was the smoke detection. I pay auto pay. I feel like my money is being taken without getting the service I'm paying for. They said they would send me a new unit but I would have to get my own technician to install it. The only thing I want is for them to send a technician to my house.

  Business Response

  Date: 10/27/2022

  Thank you for bringing this to our attention. This issue has been escalated and an agent will contact you soon.

• Initial Complaint

  Date:10/17/2022

  Type:Order 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.

  My parents evidently signed a contract with Alder Security. A fee of $53.36 is deducted from their checking account every month. I have not been able to find any paperwork with an original signature or any paperwork at all among my parents’ things. The only noticeable benefit of this contract is a voice that tells us when the front door, back door, or garage door opens.
  My father passed away in 2019 at age 90. My mother was diagnosed with lung cancer in January and passed away in August at age 92. I am trying to stop the monthly autopay and close her account. My sisters and I plan to put their house up for sale.
  I first contacted Alder Security on September 19. I was told that I needed to submit the death certificate for my mother. I did so and contacted Alder Security on September 27. I was told then that I needed to submit the death certificate for my father. I did so and contacted Alder again on September 28. I was told that I could transfer the account to someone else or pay 90 percent of the remaining contract, an amount over $2,000. I requested that Alder send me a copy of the contract. Their copy shows auto renewal in January for 60 months.
  I have stopped autopay and/or closed several accounts since my mother’s death. All other businesses have closed accounts with a copy of the death certificate. Alder Security is the only company that expects payment after death.
  I would like Alder Security to stop collecting autopay and close the account.

  Business Response

  Date: 10/25/2022

  Thank you for bringing this to our attention. The account has been cancelled.

  Customer Answer

  Date: 10/26/2022

   
  
  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,
  
  
  
  **** ********* For ******* ****