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:08/21/2024

  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.

  System never worked; sales agent misled us into believing we signed a 2-year contract and then when house was sold, we told we had a 5-year contract. Salesperson and installer misled and misrepresented terms in contract. Alder refused to cancel service and wants to charge us 2278 before they will stop deducting payments from bank accounts and debit accounts even after they were notified, they no longer had authorization to charge said methods. This company refuses to do the right thing and force customers into legal actions.

  Business Response

  Date: 08/22/2024

  At the time of the sale the customer acknowledged via a recorded survey that they understood that the agreement has a term of 60 months. The BBB does not allow video file attachments but the file can be sent to the customer upon request.

  Customer Answer

  Date: 08/30/2024

  This company is misleading as it has no recording of any such thing. They also do not intend to quit pulling from bank accounts even after they have been notified in writing that authorization to pull from bank accounts as been revoked. 

  Business Response

  Date: 09/03/2024

  The recording has been sent to Mr. Chancery.

• Initial Complaint

  Date:08/21/2024

  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.

  Purchased alder security back a few years ago when they were in our neighborhood offering their service to people. They would knock on doors and install equipment same same, offer a cheap security service but the price would go up after first payment. The owner and his brother were the ones out selling and would offer you $100 bill if you could get anyone else that lived by you to sign up (what a mistake). On the contract it said they were supposed to service equipment every ***** months no one ever came and serviced it or updated the batteries like they were supposed to. Our cameras never stayed charged and our system always made false alerts and they even had the wrong address stored so the responders would go to the neighbors house! *** asked and asked for a resolution and even returned all my equipment but still they want you to pay for a service they arent providing, stay away from this company! I reached out to the ceo of the company when I first signed up because you have a certain amount of days to cancel your service and I even have screenshots of me calling to cancel in the allotted time frame yet they wouldnt honor it. I have many emails and phone call logs to prove this. A terrible company , terrible customer service.

  Business Response

  Date: 08/22/2024

  As we discussed over the phone, we would cancel the account when a portion of the past due was paid. That was received and the account has now been canceled.

• Initial Complaint

  Date:08/20/2024

  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.

  Years ago I signed a five year contract with this company, and then that contract auto renewed, and they claimed that I had given verbal authorization over the phone. My contract was Supposed to be up again this August(2024) and I called them a few months ago and said, is there anything that I need to do in order to make sure that the contract is finally canceled and they said no. I was charged again so then I contacted them again and they sent me a letter to sign. But this letter states that I would owe them almost three thousand dollars for cutting the contract short, which means they renewed my contract again without my permission. They renewed it after I expressed to them months ago that I one hundred percent did not want to renew. I want the contract dissolved immediately and I am not going to owe them one more dime as they are stealing from me by renewing, when I expressly said for them NOT to renew on more than one occasion.I have emailed them today asking for copies of any verbal authorizations and copies of all of the contracts and copies of any renewals. I am giving them one last chance to let me out of this contract or I am involving a lawyer. I went on ******** to see if anyone else had this problem.And there is a group dedicated to this very issue where they will not let people out of contracts. One man said he has been stuck paying for eleven years. I myself have been paying for over three years now for services I am not even using because I sold the house that the service was at over three years ago. When you first sign up for the contract, they tell you that you can cancel any time with no penalty, but that is an absolute lie.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this to our attention. The account has been canceled. We thank you for all the years you were with us and we wish you the best.

• Initial Complaint

  Date:08/19/2024

  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 changed security systems and switched to Vivint almost 10 years ago and alder refused to cancel my contract and has been charging me $60 a month for almost 10 years. They refuse to cancel saying I must buy my way out of a contract that they automatically renew without my consent.I have never consented to the renewal of my account, and they refuse to cancel without taking more of my money. I am 85 years old, I have been diagnosed with dementia, and this company is taking advantage of many others like me. They say they will continue to renew my account without my consent until I buy my way out of the contract. They are refusing to do anything other than continue to steal my money I havent used their service or used their equipment in my home in almost 10 years.Their customer service is non-existent, and repeatedly antagonized me, offering to upgrade my equipment for free instead of canceling my contract.The customer service representatives repeatedly talked over me and antagonized me throughout the call.This is the most despicable, fraudulent, deceitful company I have ever seen

  Business Response

  Date: 08/21/2024

  We are reviewing the allegations and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/12/2024

  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.

  I have been a customer/consumer of **********************. The issue began August 2023 my cameras have not worked since. I have had appointments scheduled 90 days out only for people not to show up t I've spoken to several technicians managers supervisors telling me that my issues would and could only be handled when the issue were resolved and they would apply downtime credits to my account once the tech came out and put up my cameras. The appointment was set for may 23 and the technician never showed. I called Alder once more they gave me an appointment for the next day still they never showed. They gave me an appointment for June the day before i received a call from ADT informing me my accoubt was sold to them and they could not set that appointment they needed rescheduled. I rescheduled the appointment the ADT specialist transferred me to another person who went over issues i had and offered me ****** credit just for the bs i had dealt with but could not retrieve it because ADT showed my account negative this made no sense because i have payment automatically paid out of my checking account. This call was released due to me saying i would call Alder. So i call alder to check statuses and they tell me they have no recollection records or information regarding me my name address or any issues ive called for at this tome im engaging in back and forth conversation thats going nowhere i asked for a supervisor 30x and a manager 10x i then asked for legal 5x and the representative refused to transfer me in good reason because she had no information of me to transfer and suggested that i take this issue up with ADT now since they hold the account but this does nothing. This situation has caused me stress and and they feel like they are a corporation they can do this to individuals who mean nothing to them but my monthly payments are something to me I need to know who I can talk to I want to file a lawsuit I'm sure I'm not the only one who this has happened to

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/08/2024

  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.

  Alder Security Was unable to install, completely inoperable system.They are stating we signed a five-year term and we absolutely did not.We have canceled the account once, January 2024 and it is still active. It took us fifteen minutes to meet with a supervisor today to determine how to cancel the account. We are now sending another letter and they are saying we must pay the five-year account cancellation. We did not sign a five-year contract.

  Business Response

  Date: 08/12/2024

  Thank you for bringing this to our attention. Your account is being reviewed and we will be in touch with you soon to discuss a resolution.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22114650
  
  I am rejecting this response because: this is the same thing they have said for the past year. I want to stop being billed RIGHT NOW.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 08/16/2024

  We called **************** to discuss a resolution but she abruptly ended the call. We are unable to cancel the account at this time but we are happy to discuss other options to make sure she is happy with the service. Please have her return our call when it is convenient.

• Initial Complaint

  Date:08/08/2024

  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 entered into a security agreement with Alder May 20, 2024. After about 3 months my camera stop working. I called numerous times to get this problem resolved. I got the run around. Finally they sent someone out and he said he come to fix the alarm system which wasnt the problem. He knew nothing about the camera situation. So I stopped payment. Because they never contacted me to get the problem rectified. Once I stop payment they started texting me about what I owe them. Now they want to set up an appointment and charge me for putting in new cameras and enter into a new 5 year contract. Im seeking reimbursement for over 3 years of lack of service on their part. I think they breach the contract. So I would like to terminate it also.

  Business Response

  Date: 08/12/2024

  We are unable to locate an account using the information provided. Please provide us with your account number.

• Initial Complaint

  Date:08/03/2024

  Type:Billing 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.

  A fraudulent charge of $64.99 was made to my card without authorization at 10:11 AM on August 3rd 2024.I used to have Alder Security when I lived at ********************************************************************************. When I moved I attempted to cancel the services as I would no longer be using them. I was not informed until this point that in order to cancel, I had to pay out a 5 year contract I was looped into. I fought this with them until realizing with their ************************ who it took me 3 people to escalate to they would not allow for any other cancellation than paying out the remainder of the contract.Since this was a contract, I figured legally i would lose if i fought this, so while sketchy business practice, I paid $2000 to the company to close out my account.In recent months I have been getting calls from Alder to renew or start back up my account, and I expressly told them in the 1 call I answered I would never use their business again, and to remove me from their lists.Now today, 8/3/24 is the last straw mentioned above. An unsolicited charge for a payment I did not authorize. I had to cancel my debit card in order to acknowledge this charge was fraudulent causing me further issues. And when I called their customer services to tell them to remove me from all call, email, and text lists, and to stop any further attempts to charge my account which I am not using they refused.I provided them the last 4 of the card being charged to, the address the original contract was at, and they refused to pull up any further account details unless I provided the password to the account that I have not used in over 2 years. If I cannot get this resolved through the BBB I would like to **** but I suspect this is the easier action to take.

  Business Response

  Date: 08/06/2024

  Thank you for bringing this to our attention. The account has been closed as requested. Please contact us directly with any questions.

  Customer Answer

  Date: 08/07/2024

   
  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,
  
  Jaazaniah Young

• Initial Complaint

  Date:07/31/2024

  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.

  On 04/02/2024, I was contacted by an Alder representative by the name of, *********************. **************** offered me security services through Alder with the assurance, Alder would buy-out my current contract with Brinks Security if I would sign up with Alder. As of today 07/31/2024, Alder has not bought out my security contract with Brinks. Five months now I have paid two companies for security services. I have repeatedly contacted Alder at ************ via phone, text and email without any resolution to this problem. Every time I contact Alder regarding my buy-out, I am requested to send additional information. Today, I not only submitted my payment history with Brinks proving payment to Brinks each month, they now want personal bank statements showing the amount cleared my bank account. Each time I contact them, it's additional information needed. Each time I'm assured it will be processed with no response from the company nor have they paid my contact with Brinks. Unfortunately, they have done the same thing to three other elderly retired neighbors on my street. All having the same problem. In addition, there is little to no information in regards to contact with the company on their pamplet left with me by ****************, nor will he respond to me via phone. ***************************** phone number is ************. I had to research the internet to find any contact information on the company. I find this very questionable as most companies disclose contact information for their respective companies. If someone could please help resolve this issue, it would be greatly appreciated.

  Business Response

  Date: 08/02/2024

  We have spoken with ************** and we came to an agreement.

  Customer Answer

  Date: 08/03/2024

   
  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 as long as the company does follow through with their verbal statements of canceling my service,  refunding my money and not charging me for the equipment due to the company canceling my contract.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2024

  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.

  A door-to-door salesmen came to my door back in 2019 from Alder with an opportunity to get an alarm service. I have contacted them several time trying to get services cancelled with the latest being today. I was informed today that I did not send a letter back to them requesting that my services be cancel after calling that about it in December 2022. They told me it was my fault that it was not cancel because I was supposed to send in letter that they sent my that I never got. I was told today that my contract was up in June of 2024 and since I didnt contact them I was auto enrolling again without my knowledge of it. I was to the only option I had is to allow somebody else to take the contract over or break the agreement and must pay for the remainer of the contract. Before I finish the conversation, I was told that there was no way for me to get out of this contract. I dont wont this service and I dont wont to have to close out my checking account because of this matter.

  Business Response

  Date: 08/02/2024

  The account has been canceled. Please contact us directly with any questions.