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

  3135 Millbranch Rd Memphis, TN 38116-1917

• 

  Alder

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

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:10/17/2022

  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've had Alder for many years. About 3 years ago, we moved to a new house and have had a lot of connectivity issues. Around May/June 2022, we lost connection to monitoring headquarters and were not notified at all. So basically we paid every month with no protection.After hours and hours of phone calls, waiting on the phone, a new SD card, a new panel and an all day technician visit, our panel is still not connected.I have tried to cancel service because I had to go with someone else...I can't go this long without security. EVERY TIME I call, they send me to technical support. I've tested the panel so many times that I know the procedure better than most of the operators. Our house DOES NOT get ************ and yet they continue to make me go in circles.I am being told that I have to pay a $600+ cancellation fee. I don't understand why. This is not my choice...we just don't have connectivity. Every day that goes by without service is just ignored.Please let me cancel my service without a fee. That's all I want. If someone can send me a shipping label, I'll ship back all of the equipment. Please advise. Thank you. Acct#********.

  Business Response

  Date: 10/25/2022

  We will cancel the account if the new provider pays half the remaining balance. This should have been taken care of before they had you sign a second agreement. The total would be $305.92. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18235633
  
  I am rejecting this response because: I do not feel I need to pay a cancellation fee when the system doesn't work. I have to cancel the agreement through no fault of my own. It should be considered a failed installation...period. 

  I paid monthly without being protected and I don't feel I owe any more money.

  I'll send the equipment back with a prepaid label. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/28/2022

  Again, the new provider should have paid this before signing you to a second contract. They cannot take over our system and account at zero cost.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18235633
  
  I am rejecting this response because: I don't understand Alder's response. " Again, the new provider should have paid this before signing you to a second contract. They cannot take over our system and account at zero cost."

  
  What new provider? No one is taking over the Alder system. I need to cancel the system and send back the equipment. Again, we have been paying Alder monthly (on time by the way) and found out that FOR MONTHS we were not connected to Alder headquarters. After call after call after call and a tech visit a new panel and more calls, the system is not working. I need to cancel the contract if I can't connect to Alder headquarters. No one is taking over Alder's system. I don't understand why I have to pay a cancellation fee for a system that doesn't connect properly? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/03/2022

  The account has been cancelled and the remaining balance has been waived.

  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:10/17/2022

  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.

  I called Alder regarding my alarm system back in June 2022 being not being connected to their system. They sent a tech out the end of July to replace the system. The rep stated I could not get the $59 credit until I paid Aug. I paid Aug invoice, they said they still could not give me the credit until Aug paid. I told them I pay on time monthly once I get the invoice. I don't receive the invoice until the latter part of the month. I called back regarding my credit due to me for June & July. Spoke to Arnold (?), billing specialist, stated to call him back after Sep payment post. I called back twice. Left messages with rep. Still have not received call back. Still have NOT received my $59 credit. It seem like they are giving me the run around.

  Business Response

  Date: 10/25/2022

  The credit has been given. Please let us know if you need anything else.

  Customer Answer

  Date: 10/25/2022

   
  
  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:10/17/2022

  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.

  I decided to try out Alder Security in April 2022. They gave me a month to try it and if I did not want it, I could end my contract for free. Within 2 weeks I had not started my services and found a cheaper alternative for home security. I called alder and asked to cancel my services and account. They said I would need to sign a cancellation letter and then wed be good. I sent my cancellation letter in May 2022. In June I got charged again by Alder. I called again to see why my account was not cancelled. They said that I needed to return my equipment. They emailed the return label a week later and I ***** shipped the equipment back in July 2022. They assured me that I would be cancelled then. I got charged in June, July, August, September, and October. I called today to find out again why my account has not been canceled. I was first informed that they did not receive my cancellation letter or my equipment. After being transferred multiple times, they finally told me that they had received all my documents and equipment, however now I owed them for cancelling during the contract. Despite explaining that this process started back in May 2022 during the month grace ******* they said I now owe them. They also are requesting I send in another cancellation documentation to then set up paying them for my cancellation during the contract.

  Business Response

  Date: 10/24/2022

  Thank you for bringing this to our attention. The account has been cancelled and we've sent a refund to your bank. Please allow a few days for processing.

  Customer Answer

  Date: 10/25/2022

   
  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:10/17/2022

  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 security system quit working on Dec.25 2021. It could be armed, but it would set off within a few minutes. After the 3rd time, the police told me not to set the alarm until it was fixed. I called Alder the next day. With IT help were unable to correct the problem. I talked to scheduling and they were unable to say when they would be in this area. My payments came directly from my bank account so even though I was unable to use the system, I was still paying. I called the company over and over trying to get satisfaction. In May, I found that my garage had been broken into. Once again I called letting them know what happened. The man that I talked to was very rude and defensive. In anger, I stopped the payments.10 months later, I still have no working system. In Aug. I requested to cancel. I have requested 2 more times. They have not canceled and they want each months payment. The last correspondence from them threatened collections and they want me to pay $978.86 for the balance of the contract. I have been with their company for 9 years. There should be no contact. I have spent many hours on the phone trying to get results. I can't see paying for a system that I can't use. With the economy as it is, I could sure use those monies elsewhere. I am 85 years old and require a caregiver. This problem is causing much stress, anxiety, and aggravation. I don't know what to expect in contacting BBB but I am hoping to be able to put Alder in my rear view mirror and forget that I ever heard of them. My daughter is typing this as well all the contact with Alder as I do not hear well on the phone. Thank you. ********************** Gearolyn ******

  Business Response

  Date: 10/25/2022

  We will cancel the account if the past due balance of $119.94 is paid. You can pay this over the phone by calling ** at ************.

• Initial Complaint

  Date:10/13/2022

  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 started service with alder past September due to them having a deal with my internet provider. They have been a horrible service to work with from the get go. It started with the panel they sent me wasn't operational so after around 3 calls we figure out the issue and they said they would send a new panel which took another 3 or so calls to get them to actually send it. After I got the new panel I could set up my sensors and camera, I had one sensor that didn't work at all, one sensor that constantly disconnects from the panel (15 times a day). And 2 of my cameras don't work at all. They haven't made any attempts to fix these issues that appeared from the start. After a month or so of having service my cameras that did connect would take several minutes to load if they even loaded. After yet another couple phone calls they decided my internet wasn't fast enough and would only offer to trade the devices out for more sensors that I don't need. They are currently calling 3 to 4 times a day for a late payment (1-2 months) even after I have told them I would pay them once they help me with the problems. I called in several times to cancel the contract but they want a major of the price of rest of the contract to cancel. At this point I want to end service since it is obvious I can't trust their equipment or their service with the safety and security of my home and family.

  Business Response

  Date: 10/21/2022

  It appears that the cameras aren't working due to poor internet connection. If you're able to upgrade your internet we will be able to get the cameras working, or if you would like to return them we can lower your monthly rate. Let us know what you'd like to do.

  Customer Answer

  Date: 10/21/2022

   
  Better Business Bureau:
  
  I would like to return the cameras for a lower rate, what would the rate be?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  On July 13, 2022 I notified Alder holdings (a home security company) that the account ************************* had passed away and to close the account. I let them know we were unplugging the system. I emailed (per their instruction) a copy of the death certificate and they said I'd receive pp instructions to return equipment but the account was closed. I gave them my email... I also told them I was incredibly busy with work and would get it to them as soon as I could. Following very vague inventory list I got all the pieces together (damaging Sheetrock and wood due to them using some type of glue to attach) and boxed up. This is not a excuse but I did contract ***** and was out of commission for 3 weeks. I though the package had been mailed. We were charged for August $58+ and a overdraft charge of $38. I sent email. No response - apparently the original email had changed. I immediately forwarded it to the correct one. No response. September was charged again. Luckily I made sure there was sufficient monies in the account so no overdraft. Sent email. Did get a response - we need the items then you won't be charged. I took them to fed ex- with tracking. They received items 9/21/22. I was charged october plus overdraft. I took their word they weren't charging so didn't plan accordingly. Another email followed up with a call. I first got ***** (sp?). He couldn't find the account. Was able to pull up with address. He showed death certificate and proof of delivery. Transferred to *****. She also showed death certificate and proof of return. She then said I was under contract (no. Never signed don't need) and that in order to close the account I'm responsible for 90% of contract. The contract was with a deceased person. They have their equipment. I never signed nor does the estate agree for this unneeded service. I'm out $248.52 for fees and service not used plus will have to have Sheetrock and wood repaired due to their shoddy instillation. I would respectfully ask for a refund

  Business Response

  Date: 10/19/2022

  The account has been canceled.

• Initial Complaint

  Date:10/11/2022

  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.

  We purchased the agreement with alder through ATT. They sent us part of the equipment. We contacted their customer service department after 2 months and they told us the equipment was on back order and that someone would reach back out to us the following week. We never heard anything back from them other than an email with the subject line "pissed customer" just explaining what our issues was. After 3 months they started charging our account. We tried to reach back out to their customer service and they said we had to buy out the contract even though we have not received the rest of the equipment meaning we cannot secure the doors to our home. They claimed that the equipment was on backorder, still and we had to submit payment regardless if we had the equipment or not.

  Business Response

  Date: 10/18/2022

  We have sent two additional cameras. They should arrive within a week.

• Initial Complaint

  Date:10/10/2022

  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.

  ***** account: **** Summary: ***** induced me to sign by fraudulently portraying themselves as ADT representatives, failing to provide necessary maintenance service, charging for a service call when their technician did not show up, and continuing to charge for service months after being notified verbally and in writing that the system was inoperable and that I was canceling the service.
  
  In April 2012 two salespeople from *** (now *****) knocked on our door and claimed that they were upgrading our current ADT system and that we could lock in our current price with a new 5 year contract. We signed and realized later that the company was not in fact ADT. We were annoyed that we had been misled but decided that canceling the contract would be problematic.
  
  Because I am not by nature the "squeaky wheel", I put up with loud, annoying "loss of sensor" warnings for years because the system seemed to be working despite the faulty window sensor. A scheduled technician never showed up but we were charged for a service call.
  
  After the system stopped functioning in April 2022, I called ***** support and received suggestions of things to try.
  
  On July 5, 2022 I called ***** to cancel the service. ***** responded by email the same day with a cancellation form acknowledging that my original contract was signed on April 14, 2012 for an initial period of 60 months and had no outstanding balance.
  
  I replied to the email on the same day saying "I have read the attached cancellation form and agree to the terms. Cancel my account. Do not bill me anymore."
  
  I received a letter from ***** dated September 6, 2022 informing me that my account was 2 months past due in the amount of $95.38.
  
  On October 10, 2022 I received a call from ***** saying my account was now 3 months past due. I again reiterated that I had canceled the account. They replied that until I complied with their policy, (returning their form) the account would remain open and continue to accrue charges.

  Business Response

  Date: 10/18/2022

  The account has been cancelled as requested.

  Business Response

  Date: 10/21/2022

  The letter was mailed before the account was cancelled. Please disregard it.

  Customer Answer

  Date: 10/27/2022

   
  
  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:10/09/2022

  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 security service contract with Alder for a year and a half now. I sold my house (**** ************. *******, ** *****) and asked to move the service with me to the new address- that is part of our agreement. I have got nothing but a run around and no commitment to have service at my new home. I have been extremely disappointing on how I have been treated during my move. Because of the run around, extremely poor quality of the services and added stress during my move from ** to MI, I would like to get help to cancel the contract without any fee or cancellation charges please.

  Business Response

  Date: 10/17/2022

  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:10/09/2022

  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.

  *Document attached*Consumer alleges the business is not fixing their product while continuing to charge them

  Business Response

  Date: 10/18/2022

  We have a technician in the area and we've shipped him a new panel that should arrive in the next day or two. Once he receives it he will contact you to schedule the replacement.

  Customer Answer

  Date: 10/20/2022

   
  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,
  
  *************************