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

884 total complaints in the last 3 years.
106 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:09/30/2024
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.
This year in college I set up everything for an apartment, the internet company, Xfinity, that I did Wi-Fi with directed me to Alder for home security. I signed up with Alder for security with the understanding that service would be for 1 year, how long I would be in the apartment. I asked at least 4 separate times for confirmation and was assured it was for 1 year. During my time with Alder, I was never able to log in to any kind of account and, apart from receiving equipment, never received any mail. All billing was through automatic payment. The app used for a camera I had stopped working after 5 months and once a month the system panel would tell me to check that it worked correctly while the system couldn't call emergency services but it did anyway no matter what I tried. I received notice that service switched from Alder to ADT about 2 months before what I believed was the end of my contract and when calling to end my contract, in July, was told my account was already switched to ADT. I wasn't told, at any point, that my contract was for 5 years not 1. I was told by *** that I would get my final bill in the mail, not that I ended my contract early or the outstanding fees that I owed because of ending early. I also tried to return the equipment but was told by *** that I had paid for it through the service. After an unexpected autopay from ***, August 20th, almost double the already high payment of $50 a month, I called ADT to investigate and I was finally told of my outstanding bill of around $1765 and that I had canceled a 5 year not 1 year contract. I couldn't log into anything with ADT to stop automatic payments either. After talking to *** about what I was told about the original contract, they told me that their records showed a canceled 5 year contract. I asked if there was any kind of compromise we could make since I was obviously lied to, they said I could either sign a 3 year contract with ADT or they couldnt help and that I still owed around $1765.
Business Response
Date: 10/01/2024
The terms of the agreement were thoroughly covered and agreed to during a recorded survey at the time of the sale. During the survey Ms. ****** confirmed she understood the term length. Additionally, this account has been acquired by ADT and Alder is no longer able to service it.
Customer Answer
Date: 10/02/2024

Complaint: 22360395

I am rejecting this response because:
I do not remember a survey. I asked for confirmation 4 separate times to be sure that my contracts was only for 1 year. The entire contract was done over the phone with an e-signature, not my physical signature and I never got any kind of copy of the original contract. I asked ADT for a copy a year later and I have no idea if it has been tampered with or not because it has been completely out of my hands. I also find it very suspicious that 1 or 2 months before what I believed was the end of my contract, my service was switched to ADT.

Sincerely,

**** ******
Business Response
Date: 10/03/2024
We have sent Ms. ****** a copy of the recording for her review.
Initial Complaint
Date:09/23/2024
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 had not had service to my home in going on 3 months, I keep calling and being told, no technicians in my area, yet I get calls about a payment..I tried to end this service and was told I missed the dead line, now locked in for another 3 years...
Business Response
Date: 09/24/2024
Thank you for bringing this to our attention. We will review your account and get in touch with you soon to discuss a resolution.
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

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Alder is NOT a BBB Accredited Business.