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Business Profile

Burglar Alarm Systems

Alder

This 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

Find a Location

Alder has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 998 total complaints in the last 3 years.
    • 136 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 service in April of this year. I received Alder's security equipment with no issues but the panel sent was not the right one according to a representative when I called for help later. ******* with Alder Support said she would mail me a new panel along with a shipping label so that I could return the first panel I received. I NEVER received the second panel. An associate emailed a few days later indicating a delivery was confirmed. If Alder did in fact send a second panel it was not left at my address. I understand this is not Alders fault but I am still without a working panel. I am paying for service I am not using. I have corresponded with Alder multiple times since April by email and by phone. I regret signing up for this service and **** needs to be made aware of the company they are supporting.

      Business Response

      Date: 10/04/2022

      Thank you for bringing this to our attention. This issue has been escalated and a panel will go out shortly. Please feel free to contact us directly for an update on the shipping status.

      Customer Answer

      Date: 10/04/2022

       
      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:09/26/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 issue has been happening from April through the present day. I have contacted this business on numerous occasions beginning from 06/22/22, 8/22/22, and 9/21/22. For the past three to four months my alarm system service has not been working properly. Three times per day from the alarm system I receive an alert saying panel communication failure, and the meaning behind that alert means that the alarm system is not connecting with the carrier(which would be Alder). So if I were to have a break-in or a fire this carrier would not be able to notify the police nor the fire department. They have tried on numerous occasions to remotely fix the problem, but to no avail that there is no resolution. My insurance premium discount is based on a working alarm system.

      Business Response

      Date: 10/03/2022

      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 given you two free months of service to compensate for the downtime.

    Alder is NOT a BBB Accredited Business.

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