Business Profile

Burglar Alarm Systems

Alder

This 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

1,003 total complaints in the last 3 years.
139 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.

Initial Complaint
Date:09/16/2024
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.
9/20/2023 is the date a friend of mine got his service her installed himself. He didn't know he has to stay in a 3 toy five year contract. He is not happy with them service for them amount he is paying for, just a doorbell that let you know when someone goes in and out this home for $59 a month that just went up to $61.00 per month. He has no security cameras around his home and can't talk to no one through the doorbell. He called customer service and someone told him that he would have to pay $5,000.00 to get out of his contract. He need the contract canceled without penalty fees and messing with my credit. Was not told I was in a contract, was suppose to be a month to month thing. The salesman never gave me any contract documents.
Business Response
Date: 09/18/2024
We tried reaching Quinence to discuss this but we've been unable to reach him. The terms of the agreement were explained clearly both verbally and in writing. We are happy to make reasonable adjustments to our agreement and offer support over the phone or send a technician if needed but we cannot cancel at this time unless the early cancelation fee is paid. Please return our calls or contact us a [email protected] so we can discuss.
Customer Answer
Date: 10/03/2024
Please reopen this, the only email I got from your was the one when you said the tissue has been closed. I have not documents that I signed for Alder, nothing stating about a contract and early termination fees. I never received a phone call from the company and when my smoke alarm went off a few days ago, no one from the company notified me as promised. Alder is a big scam. The amount of stuff the company gave me as not worth the price I pray every month, then my bill went up after being promised it would stay the same price.
Initial Complaint
Date:09/16/2024
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.
I got this service and when I no longer wanted service and tried to cancel they said had to pay off contract which was $175.92i n august which I paid, and they still have not cancelled this service and have debited my account twice since they said this account was cancelled in the amount of $124.56 When I call whoever answers says this account is up for review and when I have spoken to the last several representatives, the last one being a person named vin who told me this account was cancelled and I would not be charged again and would be refunded in 5 days which it has not but yet again I was charged. When I called back to speak to her which she told me to ask for her, I was given the run around and told some one else would be calling me back.
Business Response
Date: 09/17/2024
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.
Business Response
Date: 09/19/2024
The account has been canceled and we have refunded the last two payments. Please allow a few business days for the funds to transfer.
Customer Answer
Date: 09/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22293615, and find that this resolution is satisfactory to me.

Sincerely,

Calandra Toney
Initial Complaint
Date:09/16/2024
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.
Date of Transaction: Every month on the 17th.
The amount of month we have paid the business: $35.00 per month for multiple years
The company failed to provide working security system.
We have requested several times to cancel this service but the company refuses.
The business has failed to resolve our request by cancelling the service, instead we are continuing to be charged for a service we have requested to cancel.
Business Response
Date: 09/18/2024
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:09/16/2024
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.
My mother passed 01/21/23. I contacted Alder Holdings to inform them of her passing. Judy (my mom) had a contract with them. I explained that I wasn't sure what was going to happen with the house, but I needed to be ensured the house was secured. I was told it was. The account manager wanted me to to do a new 5 year contract to receive 2 remotes that work and for a technician to come out. I called Alder 09/13/24 was told the alarm was on. I was told the technician would have to come out. I was given a number for technical support to contact when I was on the property. When I got there the front door was ajar. I never received notification the front door was ajar.. Renier continually stated I needed to upgrade to get my alarm working. I continually asked to receive the service that I had currently been paying. I was told he would call me back, He did and insisted that I upgrade and enter into a new 5 year contract to get the service that I'm already paying for. I called to cancel the service today and May told me I would have to contact my account manager @ 801-506-6060. I have contacted my bank and placed a stop payment on this transaction. They already have a pending payment for 09/16 $57.99 which should be returned. The August 2024 payment should be returned, due to no service. I am requesting a refund of the stop payment fee $34. Total refund $149.98
Business Response
Date: 09/16/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Business Response
Date: 09/20/2024
The account has been canceled. Please contact us directly with any questions.
Customer Answer
Date: 09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22286283, and find that this resolution is satisfactory to me.

Sincerely,

Donna Chester
Initial Complaint
Date:09/15/2024
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.
I called them to cancel the contract. I signed the cancellation letter they sent me. I paid the 90% cancellation fee they requested, which was $874.64. I received a confirmation letter of the cancellation. I sent them a copy of the payment being received. Ten months later, they started monitoring the system again. I looked at my account online and saw where they had posted the cancellation fee like an overpayment and were taking the monthly charges out of that amount each month and had been since the cancellation. I started calling and emailing to find out what was going on. They said they would look into it. So far nothing. I just want them to completely cancel.
Business Response
Date: 09/16/2024
We are reviewing your account and we will be in touch soon to discuss a resolution.
Business Response
Date: 09/17/2024
The account has been canceled.
Customer Answer
Date: 09/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22288427, and find that this resolution is satisfactory to me.

Sincerely,

Nancy Lovell
Initial Complaint
Date:09/14/2024
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.
I have paid through my contract, that I was scammed into. I have sent in my cancellation letter as requested with no acknowledgement of receipt. They took another payment this month. I want assurances that this is cancelled and that there will be no more auto withdrawal from my account. I’ve paid 43 months for a system I wanted to cancel as soon as I signed but was given deceptive information while in a medicated state. I’ve now completed that scam of a contract and want to be absolutely sure that they have cancelled, won’t try to pass on to another company and will lose my bank account information.
Business Response
Date: 09/16/2024
The account has been canceled. We appreciate your time with us and we wish you the best.
Customer Answer
Date: 09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22287131, and find that this resolution is satisfactory to me.

Sincerely,

Victoria Torp
Initial Complaint
Date:09/13/2024
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.
In June of 2020 we signed a 3 year contract with Alder Security. In 2022 we began building our new home. We contacted Alder to let them know that we will not be renewing the contract. We were told that once the contract ended we would be placed on a month-by-month contract - they acted like they cared. They didn't want our home to be unsecure. They told us to just call them when our new home was complete. We called Alder today and were told that they auto-renewed our contract for another 3 years and that we will owe $1200 if we cancel. The representative has record of the call we placed back in 2022, but they will do nothing. We were told the only way to cancel and not be auto-renewed is to call on the 15th day before the contract ends. The 15th day is the ONLY day that you can call, you can't cancel 16 days before of 14 days. It is only on the 15th.
Business Response
Date: 09/16/2024
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:09/11/2024
Type:Product 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.
Date of transaction is 06/18/2024. I originally signed a contract with Alder Security Systems of Orem UT. I had three days to change my mind, which I did, and cancelled the contract. I was told that if I cancelled within three days, my refund would be returned to me. My customer ID with Alder is: ******* and the date of the transaction is 06/18/2024. I've tried numerous times to get in touch with Alder, and have always been put on hold, or the help site was not capable to handle the complaint, or some other cockamamie excuse. They have told me , more than once, that they are aware of my request and assured me they would do the right thing---which they haven't as of now. I just want the refund that I was promised would be coming my way. Thanks for your help* ***** ***** *** ******* *** ***** ** *****
Business Response
Date: 09/12/2024
Because the credit card has been deactivated or a stop payment has been issues against Alder we cannot refund directly into the account. A check is being issued in the amount of $196.33 and will be sent shortly. Please allow time for approval and mailing.
Customer Answer
Date: 09/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22272923, and find that this resolution is satisfactory to me.

Sincerely,

Merle Smith
Initial Complaint
Date:09/06/2024
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.
Hello my name is Sam Jones Jr. and I am 85 years old, I live with my wife Carrie Jones who is 86 years old. We live at **** ********* *** ******* ** *****. We are filing this complaint because Alder security misrepresented themselves and used this opportunity to take advantage of an elderly couple. A Alder salesman, James, arrived at our residents on 3-11-2024 unannounced and convinced us to sign a new contract with Alder to install video surveillance cameras and to upgrade our existing home security system which was currently with Alder since Nov. 2016. We agreed to get the surveillance system and upgrade our existing security system where our monthly payment would be an automatic draft out of our bank account. We notice unusual drafts from Alder in August of 2024 and found that they were taking 3
drafts instead of 2. Alder had been drafting money from our bank account for the new contracts and our old contract, which should have been terminated. Had we not contacted Alder, I believe they would have continued to do so. They did replace 6 months of unauthorized drafts back into our account ($320.94) and in their haste, they also refunded Aug. monthly drafts for the new accounts ($117.68). So, because of their misleading business practices, my wife and I have decided that we didn't want to be involved with this company anymore. We simply thought we were getting a new surveillance camera system and updating our existing security system. Instead they install a second security system and started charging us for three different accounts. So we're asking for your help in terminating this contract without any further issues or contact with this company. After reading reviews on your website about this company, we just don't understand how they are allowed to continue to conduct business anywhere. I've uploaded a more detailed explanation with this complaint. Is there any legal action that I can take against this company, if so please help! Thank you.
Business Response
Date: 09/10/2024
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:09/05/2024
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.
In summer of 2021 my apartment was robbed. I promptly looked for a home monitoring system that was apartment friendly and Alder assured me the equipment was leased, my unit would be monitored and that it was a 36 month contract , after which I can cancel any time.
Well late 2021 I moved into a home, and brought the equipment with me. This is when it stopped working. I since have received an error 3 times a day that the system is not connected. I contacted support several times and was either dropped from the hold queue or put through a number of troubleshooting techniques to no avail. May 2024 I was fed up and tried to cancel. I was told it would be $500 or to wait until August when my contract was up. They sent a new chip in the mail, which finally successfully sent a ping for monitoring then reverted back to the same error. It's September 5th and they will not let me cancel. I waited for August to pass as they advised in May 2024, called promptly first week of September and they tell me I have been auto renewed. I never authorized a renewal, they refuse to give me an updated "end date" and verbally state it will be over $1000 to cancel for the remaining months. What remaining months? Do not do business with Alder. They will prey on you during your most vulnerable moment then exploit you for the rest of your life.
Business Response
Date: 09/09/2024
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.

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Alder is NOT a BBB Accredited Business.