Business Profile
Burglar Alarm Systems
AlderThis 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
- 998 total complaints in the last 3 years.
- 135 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:10/04/2022
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've been trying for 2 years to cancel my service with company and I've been getting the run around I called again 2 weeks ago I was told that she had to give my info to someone else because she DIDN'T handle these types of cancelations I didn't understand what she was talking about I just don't want they're services any longer they keep sending me threatening letters about my bill when I canceled my service this company don't care about they're customers I'm tired of the letters.Business Response
Date: 10/12/2022
The account has been cancelled and the past due balance has been waived.Initial Complaint
Date:10/04/2022
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 husband lost his job and we are having to sell everything and move from our dream home into a camper trailer. We will be living in parking lots and friends driveways. This company will not cancel the contract even though it has not worked in at least a year or more and the house will no longer belong to us.Business Response
Date: 10/11/2022
We're sorry to hear this. We have cancelled your account and we wish you the best.Initial Complaint
Date:10/03/2022
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.
I Paid Alder $419.88 for one year service and they would give me one month free. on 09/07/2021 but on December 5, 2021 my alarm went off and I were unable to disarm the system but the person monitoring disarmed but went off again and I ask for tech. service but were told they don't work on week end. so I canceled their service and requested a refund off $314.83 which I have been unable to get.
the contract with ALDER was from 11/04/2016 through 11/04/2021 which I honored. Now I have ADT services. but ALDER refused to refund $314.83.Business Response
Date: 10/10/2022
Because the account was not cancelled at the end of the original term, the agreement renewed as stated in the contract. However, to accommodate you, we have cancelled the account and waived the remaining balance.Customer Answer
Date: 10/11/2022
Complaint: ********
I am rejecting this response because: I had a five year agreement which were from 11/04/2016 to 11/04/2021 and i notified Alder by email 12/06/2021 to cancel my serve and refund $314.83
Sincerely,
****** ****Business Response
Date: 10/14/2022
The agreement states that it will renew if not cancelled at the end of the term. The agreement renewed when you did not contact us to cancel. However, we have made an exception and cancelled it for you.Initial Complaint
Date:10/03/2022
Type:Billing 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 a five year contract with Alder. They are a home security system. They asked for a copy of a check so they could debit my account monthly, This is the only way I could pay them for their service. I called in May 2022 to cancel since I was not using their service. They told me to call back the end of May , so I called on May31st, 2022 and was told they could not cancel over the phone I would need to send a letter, so I did. they debited my account in June so I called back and said I had to fill out their cancel form. They sent me the form June29, 2022, I filled it out and faxed it back to them on July 5, 2022. I followed up with them three days later and they confirmed with me they received the cancel form and the service would be cancelled in a couple of months. I checked my account today, October3, 2022 and they had debited me again for their service. I called and was advised they had the cancel form but could not cancel because I had signed a 12month renewal. Also since my contract ended on May 30, 2022 and I called on May 31st it automatically renewed for 12 months and they could not cancel. Why did they not tell me this in May and June when I called. they are still taking my money monthly for a service I do not want and they will not cancel the service for me.Business Response
Date: 10/10/2022
The account has been canceled and all fees have been waived.Initial Complaint
Date:10/01/2022
Type:Customer Service 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 81 year old grandmother asked me to cancel her Alder Security service. I called for her and they stated that she is in a contract. I said granny are you in a contract she say NO! She said a woman came door to door and she set up the service but my grandma said she never got a contract or signed up for anything. Needless to say the cancellation fee was over $1,000 bucks. I can assure you this is a scam. My grandmother was scammed.. and I will not rest until she is out of this service. The reason she wanted to cancel Was because the panel does not work! They concerned about getting your money and not supplying good equipment and monitoring. Its a shame, older ones be careful!Business Response
Date: 10/07/2022
The agreement was explained by the representative and was stated clearly in the contract. It was also explained in a recorded survey where ********************** acknowledged that she understood the terms. We will be happy to send the video recording to you if you wish.Initial Complaint
Date:09/29/2022
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.
We had an Alder salesperson come to our house shortly after we bought our house in 2014, his name was ****. We agreed to the terms and in 2019, we received a call to upgrade our panel. When said technician arrived, he stated we already had the latest panel. We asked him to move the panel in which he did. Some time after that, our panel was showing that the battery was low. We didn't think much about it until it started going off every couple of hours, even late at night while we were asleep. We called in and talked to technical support. They gave me a few things to try. I did with no difference. After calling back, I was told they would mail me another box. I'm not the most handy person in the world so I asked for a tech to come out. They wanted $49 to come out. I said for them to send me the panel. Surprise, no panel ever came. I called back in and went through the same thing. Once again, no panel. I've been dealing with this issue for maybe 2 years now and nothing. I've asked to disconnect my service and was told I would have to pay an early disconnect fee. I've been paying my bill on time every month since 2014 or 15 and have never been late. And now I'm paying for a service that half works. They are now on offering me a 5G upgrade and was told "that will fix the issue". I'm not sure how upgrading from 4G to 5G will fix a battery dying even before 5G was offered by them. So, in my opinion, stay away from Alder. Stay far away. I just want our contract terminated and go on with life. I don't think I have to pay and early disconnect fee for something that isn't working properly and that they won't stand behind.Business Response
Date: 10/06/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch soon to schedule an appointment. They have also been instructed to waive the technician fee.Initial Complaint
Date:09/29/2022
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.
We originally purchased alder back in 2018 from a door-to-door salesman. We were told many things upfront and most of which have been proven a lie. We purchased a security package with a monitoring device and monitoring service through their company. everything worked great until late January or early February 2022 our control panel that connects to alder's home base began to tell us multiple times a day that it had a communication error finally in April we called and notified the company that it was having this issue. Alder proceeded to tell us we had to buy a new control panel cause it was out of date. I told them no I was not purchasing new hardware cause free upgrades were part of our contract. Alder agreed to replace the panel and call us with a service appt. 2 months went by and nothing was done so I called again they said the same thing and then said if we renewed our contract they would send someone out immediately to replace the panel we said no we weren't renewing. they proceed to tell us the next service appointment available was July 24th, ****. We contacted BBB and they worked out that the alder credit us for downtime which they DID NOT. Today 9/29/22 I once again called. Alder gave me 3 options they would give 3 months of free service IF we renewed our contract, and we could wait until they got service techs in our area which would be 6 months or more, or I had bought out the contract. The company is forcing me to pay $60 plus tax a month for a security monitoring system that isn't working and leaves me completely unmonitored.Business Response
Date: 10/06/2022
The account has been canceled and we have refunded the September payment. The months before that were not paid by you, they were credited to your account, so they do not qualify for a refund.Customer Answer
Date: 10/06/2022
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:09/28/2022
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 been with this company since 2016.. As yall see its over thousands of complaints about this company not one is saying this company is great or help their customers so take the advice given. Stay away dont waste your time with this company its a nightmare they will have you going through unnecessary things all because they tells lies and wants to seek money through a alarm system that doesnt work right and theyre not willing to come out to fix when needed.. Get you a attorney and let them do the work for you.. Dont believe the reaction that they comment like they resolve the problem they dont.. Ive been a paying loyal customer since I started with not one missed payment not one. Do you know they think theyre going to get ***** hundred out of me for canceling something that hasnt work in years on top of me still paying ***** all because they gave me two free inside camera two years ago that yet has been installed.. Please Stay away and if youre already in this scam nightmare dont waste time calling get attorney if you cant afford one go down to your hometown and deal with small claims and they will assist you to where youll be able to..Business Response
Date: 10/04/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.Customer Answer
Date: 10/06/2022
Complaint: 18140074
I am rejecting this response because:They didnt resolve the issue no call was made.. I actually called them and the response was to either give my contract to someone that can take it over or pay ******************************************************* months.. Im working with a attorney to get this solved
Sincerely,
*************************Business Response
Date: 10/10/2022
The account has been cancelled and all fees have been waived.Initial Complaint
Date:09/27/2022
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.
Agreed to a ******************** June 2014. Alder renewed a ******************** June 2019, without my knowledge and now refused to terminate it. I haven't worked in 3 years, due to covid and then health reasons.Business Response
Date: 10/04/2022
We have reached out to ******************** directly. Thank you.Initial Complaint
Date:09/26/2022
Type:Customer Service 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.
Employees are not good and account management has been a lack of help and when asked to speak to a higher up employee or the owner I was told I could not speak to anyone higher in chainBusiness Response
Date: 10/04/2022
Thank you for bringing this to our attention. This issue has been escalated and an agent will be in touch with you soon.
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