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:09/04/2024

  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.

  I was talked into switching from vivint to alder with the promise of paying off our existing vivint contract and lower monthly rates. After 3 months they have not paid vivint and we have been paying both companies. I tried repeatedly to have the alder representative do as he promised but he blocked my calls and texts. I have talked to alder customer service demanding they release me from the contract because it was broken when their promises were not fulfilled. I have been told that alder preys on the elderly and the reviews on google proves this is true. I want released from this contract without having to pay 2000 for equipment as alder demands.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this to our attention. We are reviewing your account and we will contact you soon to discuss.

  Business Response

  Date: 09/12/2024

  Again, we are more than happy to honor what John promised. We just need the proper documentation to move forward. And we apologize for not getting back to you sooner. We were still collecting all the facts.

  Customer Answer

  Date: 09/13/2024

   
  
  Complaint: 22240499
  
  
  
  I am rejecting this response because:
  Alder is completely unreliable at least in east Texas. I want nothing more to do with Alder. I have zero confidence in Alder as my home security company. Alder has broken the contract by not already doing what Alder promised. Release me from this contract. Every review out there tells the same story. Alder is a nightmare. Again, release me from this contract 
  
  Sincerely,
  
  
  
  Joe Snow

• Initial Complaint

  Date:09/03/2024

  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.

  I had a sales rep from Alder Security come to my home offering a promotion for Security cameras. I was told that if we advertise their sign in our yard that we can get cameras for 39.99 + tax monthly and they will disconnect our security system and we would only be responsible for the cameras. They did not do what they promised me, I am paying for the security system and also security cameras on two separate bills they will not disconnect the alarm system, I have been a loyal customer for years! I told them to just turn both services off and they are trying to charge me for the cameras which I told them I wasn't going to pay they can send someone out to get them because they were not honest with me. I have contacted them several times and we have not come to any settlement because they are not willing to disconnect services without me paying for cameras. I have text from the sales rep that came out to my home telling me that I would only be responsible for the security cameras. Please help!

  Business Response

  Date: 09/05/2024

  Thank you for bringing this to our attention. We are reviewing the allegations and we will contact you soon to discuss a resolution.

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service 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 called in to cancel with this joke of a company after paying my ENTIRE contract (60 months). Our system was never monitored to the degree in which it was promised. We have tripped the alarm multiple times and never gotten a text or a phone call from them to check in nor have the authorities ever been dispatched. When I called in to cancel the representative I spoke for an HOUR with was rude and abrasive. He refused to cancel the contract and refused to take my bank account information off of there. This is a horrible way to treat a customer who despite your ineptitude stuck with you for the entire 60 month contract to the tune of around $8,ooo. I just want to be done with this company and anything to do with it. I would like the forced renewal canceled because I will involve my lawyer before I give you that much more money. This is bad business and I am surprised you have any customers after my experience. Forcing someone into a renewal is sneaky and conniving …. especially considering not once did you reach out to us to remind us that our contract was ending soon and we had a decision to make. That would have been the right thing to do instead of ambushing someone into another 5 year contract. I will be involving my attorney if this isn't settled immediately.

  Business Response

  Date: 09/05/2024

  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:09/03/2024

  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.

  I signed up for this service after someone came to my home back on March 20, 2024. I was told at that time that I could cancel at anytime. I have since had a reduction in income and this service is one I believe I can do without. I have tried calling this company to cancel my account. I keep getting transferred to an account manager that does not answer. I was given a direct number for the account manager who is the only one authorized to cancel the account. I have called several times and each time, I have been on hold for over two hours before I finally either get disconnected or my phone battery dies. I continue to be billed the $47.80 I have been trying to cancel. At this point, I feel my only option is to stop payment through my bank. I just want to cancel my account!

  Business Response

  Date: 09/05/2024

  We have spoken with Ms. Martinez directly and came to an agreement. Thank you.

• Initial Complaint

  Date:09/03/2024

  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.

  A field sales *** from Alder Security came to our home 8 to 9 years ago and offered a 5 year service contract, after which we could cancel at anytime without penalty. We kept the service for 7 years and have been trying to cancel for the past year. The company refuses to honor my request to cancel unless I pay them a "buy out". They will not stop withdrawing money from my bank account and fine ways around each time I put a block on their withdrawals. They are now withdrawing two different amounts from my account, via my debit card that we started with and now via my checking account. I never gave them my checking account information or authorized use of it.They get $29 from my checking account and $34 charged to my card each month.I am a senior citizen on a fixed income and this practice is very scary and disturbing. I have tried revoking payment authorization with them and they refuse to acknowledge my request.If possible , please help me get this stopped. Thank you.

  Business Response

  Date: 09/04/2024

  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.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22230736
  
  I am rejecting this response because:
  The company is not clear enough about what the resolution may involve. Their idea of a resolution over the past year has been to have me pay money I do not owe them, then proceed to make unauthorized withdrawals from my checking account and charges on my debit card

  I would like a response that includes what exactly they think a resolution is. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 09/06/2024

  We have canceled ******************** account as requested. We appreciate her being a customer with ********************** and we wish her the best.

  Customer Answer

  Date: 09/07/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:08/26/2024

  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.

  see attached

  Business Response

  Date: 08/27/2024

  This complaint refers to an attachment that was not included.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair 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 August 10, 2024 an Alder representative came to my house offering a free camera package to my Alder home security system. She claimed that Alder was doing a promotion for my area because Alder had neglected my area and there were many service complaints. She promised me 3 times that the cameras were absolutely free, the installation was absolutely free, there was absolutely no contract, and my current monthly fee would not go up higher. She lied about all of this. Alders customer service is very bad in that they don't care that their representatives lie to get the sale and Alder will stick you with a contract that was not acknowledged or signed. The representative did not leave any paperwork, information, or a business card.

  Business Response

  Date: 08/27/2024

  We have spoken directly with ******************** and came to an agreement. Thank you.

  Customer Answer

  Date: 08/27/2024

   
  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,
  
  *******************************

  The Alder Compliance Manager called me and we worked out a resolution to this complaint to my satisfaction. I have this resolution in writing.

• 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.