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:10/08/2022

  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.

  Ongoing issue fails to communicate resulting. They promised to replace the panel one last time and if that did not fix the issue they would cancel their contract. They did replace it with their technician and it it did not last 12 days before the same issue, failure to communicate. I called they reset and that did not last 24 hours. Called again asked them to get this message of system failure again to their corporate office. Their customer service staff “Blossum” reported back that corporate was going to cancel their contract and that she has to send a form to them. This took place on the 4th of Oct. I have called back several times and customer service reps are saying they are waiting to hear from corporate. I have emailed corporate “customer [email protected]” and [email protected] several times and they have failed to respond to my emails.
  Copy of emails sent to Alder Corporate are available upon request.

  Business Response

  Date: 10/14/2022

  The account has been cancelled and a refund of $137.04 is currently being processed.

  Customer Answer

  Date: 10/14/2022

   
  
  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:10/07/2022

  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.

  We have been with alder for 3 out of 5 year contract, I called to try and cancel the service but they said we still owe $800 something left to get out of the contract. I am tired of paying for something we don't use and it's OVERPRICED! I can go and buy my own cameras and not have to make a monthly payment. I wish we would have never signed up with them because from what I'm reading is that they don't like to cancel anything! I just want to be done but can't afford to pay the $800 something at this time.

  Business Response

  Date: 10/14/2022

  We have an agreement that doesn't end until 6/25/2024. We both agreed to this term when you initially signed. We are happy to help with payments or your monthly rate but we cannot cancel at this time. Let us know if we can help in any other way.

• Initial Complaint

  Date:10/07/2022

  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 am filing this complaint on behalf of my sister ****** ****** of *** *********** *** dudley nc 28333. She signed a contract with adler (3 or 5 years). The contract is up in 2025. ****** has been in the nursing home the past year. She is 91, has demenia, and physically unable to live at home. I contacted adler 10-4-22 and 10-6-22 to stop the payment draft and cancel the service. I spoke with janelle G***** and Glicelyn G*******. I was told they would not cancel the service, they would continue to draft payment even though there is not enough money in account to cover payment and causing bank to add fees. They told me I would have to find someone to take over the security system, transfer it to my home, or pay 90% of the remaining contract .I am 72, live on fixed income, and can't afford to pay and ****** does not have any money because her check goes to willow creek nursing home. I do not have the contract or any of the paperwork. I do have poa.

  Business Response

  Date: 10/14/2022

  The account has been cancelled.

  Customer Answer

  Date: 10/14/2022

  
  
  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:10/06/2022

  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.

  Cancelled this service several times in the past. Stopped payments years ago. Company has resumed payments. I have called several time to talk with someone. I am the daughter of the account. My mom had dementia, I have explained this over the years. I asked to speak with a manager, the lady told me no. I asked to speak with the legal department. I was placed on hold for almost two hours. I am requesting a refund for the last three years and more if applicable. This is senior citizen abuse. My name is *********************, I can be reached at ************. The account is under the phone number ************.

  Business Response

  Date: 10/14/2022

  The customer requested to cancel outside their trial period and never sent written notice of cancellation as stated in the contract. For these reasons the account was not cancelled. However, to accommodate ****************, we have now cancelled the account.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18179219
  
  I am rejecting this response / accepting because: I am requesting a refund.  I am accepting the termination ************ was given a notice a long time ago to cancel this service. Paperwork was sent in and I spoke with a supervisor during that time. The service was cancelled and then it was reinstated. I am am requesting a complete refund and service to be terminated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2022

  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.

  Alder Security ************** is doing some very poor and skeptical work with promised services in their customer contracts/agreements. My ******************** system has been failing for a long time, I have a child. Im a single parent, and this system goes off when ever it wants in the middle of the night while I have might toddler here. They demand that I pay them but they do not provide their services at all. I have a home security system that doesnt work and they still want me to pay for it because of a 5 year agreement. All the workers that were involved in the sales transaction with me left Alder for God knows why. I am unable to speak to a rep from the USA, their **************** ***** and is no help at all. My contract should be voided and it isnt right that if I dont pay they threaten to send me to collection yet, they still dont want to cancel my contract because they want to keep stealing money from me. This is easily a scam and Im sure Im not the only customer going thru an unfair situation with them. They keep asking if I want help fixing the issues after the countless of times weve tried to fix it, it got to them point that I said just cancel my contract and Ill send your equipment back they denied all of it, and arent allowing me to speak to someone in their corporate **** office. If this doesnt help thru here, I will have to get legal action for neglect of services promised in a contract or at least being human enough to cancel it knowing very well it doesnt work.They need to be 100% audit by the city. Im sure that aint going to go well for them in many ways. Payroll wise, *************, and customer wise, revenue wise too.

  Business Response

  Date: 10/14/2022

  The system was shut off due to non-payment. We have not received payment since 3/23/22. If you will pay your past due balance of $326.00 and return the equipment we will cancel the account.

  Customer Answer

  Date: 10/14/2022

   
  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.
  
  Please, have someone directly from ALDER HQ in ****, ** not India or where ever you have this separate call center outside the ** give me a call so I can make the payment and have a copy of this transaction. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/05/2022

  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.

  Call Alder in Feb tell them that I sold my house but dont have a new address yet!!! So I would like to stop or pause payments. In April to my surprise I called told the that I had move to ***** and gave my new address first they didnt service this area. June I notice that they never paused payments. Called back and was told they only due professional installs now. A rep would call me. August I call again an ask why am I still being charged.. We are sorry will give you a downtime credit. End of September I call to check on credit and then told I need to get the equipment to get credit. I was then told I have to pay for the equipment. Alder is not following though on the services but continues to pull money from my account.

  Business Response

  Date: 10/13/2022

  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:10/05/2022

  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.

  Alder has been my home security company for a few years now (approximately since 2017). In 2021 I called in a complaint that my fire alarm was going off at odd times through the day, even though there was no fire. Times were approximately 11 pm, 2am, 3am, and 11 am. I was sent a Technician to replace the smoke detectors after a few attempts to trouble shoot over the phone. At a point I decided to cancel my service, but was told I needed to buy out my contract, or wait until it was renewal time. I could not afford to buy out so I waited for renewal time. May 2022 comes around and I receive a call from Alder asking if I want to renew. I explained no and why. I was offered an upgrade and a lower bill if I would renew. The catch was a technician would not be able to make it out for 2 months, in which the company would hold off charging me until I received the new equipment. I would receive a call from their 3rd party contractor to set up a time and day. July comes around I was charged my fee yet no word on new equipment. I called Alder, I was told I needed to set up the appointment. I was transferred to the 3rd party and after lengthy call I was told Alder needs to put in the work order. I called Alder back to inform them of what I was told. I was assured it would be handled and I should receive a call within 2 weeks for the technician to come out. I never received a call. August comes and an attempt to collect payment was denied by my bank. I called Alder and explained I have not received a call from technician I am paying for a service I am not using. After long hold times and many calls (because I was disconnected and once hung up on), I became upset and refuse to pay. At some point I spoke to a kind lady who listened to my concern was told call 3rd party contractor. I did a lady there said I was scheduled to be serviced in 2024. I was assured I would be placed as priority, as this was to far out. We are in October and no technician has contacted. Alder wants money.

  Business Response

  Date: 10/12/2022

  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:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally signed up over the phone when I installed my new internet through Spectrum. I was told that it would only be an additional $40 a month, which it has been, and for that price, why not? I never signed any paperwork nor verbally consented to a contract, and was not informed that there was a contract for the length of time I must have the service. I tried calling to discuss my cancellation and how to return parts and was on hold for 32 minutes, AFTER my initial hold time where I was #34 in line, to be helped before I gave up and reached out via email to the customer advocacy department. Upon trying to cancel due to financial struggle from a family member undergoing chemotherapy, I was informed that I was signed up for a 5 year contract (without my knowledge, signature, or consent) and unless I pay $1,500, I cannot cancel my services. I informed them twice, that I did not consent to this, had I known it was more than a year contract, I would not have agreed to even to start the service, and they again said I cannot cancel my service. Even if it is “to pay the remaining balance of what I would have spent monthly” as the representative stated, the math does not add up. This is completely unethical and I have been signed up for a contract I was not informed about. I was NEVER informed that I would not be able to cancel at any time. I signed NOTHING nor gave verbal consent to a contract. I requested the document where I signed for this and they could not produce one. This is awful business. I will be warning anyone looking for a security system about this company and their shady practices. If I do not get this resolved, I will have to pursue other options to make this horrible situation rectified.

  Business Response

  Date: 10/12/2022

  We have sent Ms. ********* a copy of the call where she agreed to the terms of the contract as well as a copy of the contract which also states the term length.

• Initial Complaint

  Date:10/04/2022

  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 requested cancellation on my Alder’s account on 9/6/22. I noticed I was billed on 10/3/22 for services. I contacted Alder on 10/3/22 and was told I was supposed to have signed a cancellation form but I didn’t receive a cancellation form nor was I told I needed to sign one. So I spoke with the representative whom information I attached and was told that I would receive a refund once I signed and submitted form so I did just that. I called back today to get updates on 10/4/22 and was told I couldn’t receive a refund. I think I am entitled to a refund because on the first cancellation date, I was not informed. They say all calls or recorded so they should go back and listen to the calls from 9/6 and 10/3 and both representative will be found at fault for inaccurate information and no I did not use the system at any time during cancellation of 9/6.

  Business Response

  Date: 10/12/2022

  We have refunded your last two payments.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had nothing but problems with my security system for several months. First I had my panel keep saying system failure and Alder said it needed upgraded/replaced. This took over a month to get a repair person to come replace the panel. It worked for a couple weeks and started having issues again. After talking to a rep I was told we needed a repair person again. The problem being they have no repair people very often in our area. Here we go again, I'm being billed for a service that does not work, and no repair person available.
  ******** *****

  Business Response

  Date: 10/12/2022

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

  Customer Answer

  Date: 10/24/2022

  I ******** * ***** have still heard nothing from Alder. I was told several weeks ago that an agent would be contacting me to fix our security system, it is not working again. Nobody has contacted me and I'm still be charged monthly for a system that they can't get a repair person here to fix because they are coming out of a different area. This is looking like a huge scam, if you don't have repair people in my area then why are you selling security systems. My account was just charged again this month for a system that doesn't work.

  
  

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

  Business Response

  Date: 10/27/2022

  We've attached a return label for the equipment. Please call us a week after it has been shipped back so we can verify the return and finalize the cancellation.