ComplaintsforAlder
Burglar Alarm Systems
Multi Location Business
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Alder gets you to sign up with them and then entraps you not only for 5 years but beyond. I've read the history and reviews after dealing with this company and everyone's complaints are the same. Pages and pages of complaints. When is enough, ENOUGH? They have been involved in multiple lawsuits for misleading and false advertising with other sister/parent companies.I've had Alder for 3 years now and my experience has been nothing less than a nightmare. Early on the system was never installed correctly by a 3rd party installer they were using. 11 months or so in they sent out an Alder technician to set it up correctly. Recently, 10/23/24 I moved and had this system moved and paid ($100) to have them come set it up. On 10/30/24 my house was broken into an the alder alarm was set and never went off or alerted anyone. I feel and felt this was a violation of contract because the home was not protected and that is part of our agreement. Therefore the contract they refuse to let me out of should be null and void since it failed. But they refuse. Since 10/30/24 I have been told someone would come out but they would need to call me back to schedule. No one has ever called back since this break in. I've called in multiple times and get the same run around. This is completely unacceptable! When will someone hold this company responsible for false advertising and misleading consumers? As mentioned they charged me $100 to come out and set up and install at the new house. Which failed the same week when I was broken into and the system never alarmed anyone even though it was armed. I just saw on the main landing page of their website "free move" "free equipment" "Free Labor" THIS IS ALL FALSE ADVERTISING! You can't mislead consumers and then charge them. The contracts are meant to be misleading and as you can tell from many reviews this company is taking advantage of people. I want them to STOP giving me the run around and do what i'm paying them to do. PROTECT MY HOME!Business response
11/15/2024
Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience youve encountered. We take your concerns seriously and are currently reviewing the details of your account and service history to fully understand the situation and address your concerns.
We will follow up with you shortly to discuss the next steps and ensure your concerns are resolved. Thank you for your patience as we work to make this right.
Initial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My 5 year contract ended in September 2024 with the rate of ***** a month but noticed they raised the rate to ***** the last few months of the contract stating this is normal. I tried to ensure my account was cancelled but was given the run around. Now Im receiving emails and mail stating I owe money. I do not recommend this company for your security needs.Business response
11/13/2024
Thank you for reaching out and bringing this to our attention. We apologize for any frustration you've experienced with your contract and cancellation process. Were reviewing your account details now and will follow up with you shortly to clarify and resolve this matter. Thank you for your patience, and please know were here to assist.Initial Complaint
11/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been trying to cancel my services with them for months. I tell them that I simply do not need their services any more and they give "solutions" to my problem rather than cancelling the service. I was given another number to call, yet this *** gave me the same script. I just want my account gone as I do not need them anymore. They will not tell me how much longer I have left in my contract, nor is my contract even accessible anymore. The link they sent me during my account creation takes me to a page stating, "This page cannot be found or has been moved." Something is not right here and I do not want to pay them another dime. Please help!Business response
11/11/2024
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
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June/July 2024 got Alder. Was told we could cancel at any time for free. Now being charged almost $3000 to cancel. Never signed a contract for 5 years like they are claiming. The only information they physically gave us is the instructions to operate the system. They said if we put their sign in our yard everything was free except a $50 a month feeBusiness response
11/05/2024
The agreement was explained clearly by the sales representative, in the written agreement, and was also explained in a recorded video survey. The video survey has been reviewed by us and the customer clearly agrees to the term length. Copies of these files can be sent directly to the consumer upon request.Initial Complaint
10/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We signed our contract with Alder 8/2020. The contract states it will be $65.98 plus tax per month for 5 years. We first paid $70.60 per month for the first year or so and it has continued to go up. We are now paying $81.50 which is not what was agreed upon. I feel like we have paid enough to cover the few pieces of equipment that was given to us and we do not even use any of it. We called to check on early cancellation and they refuse to cancel without us paying over $650.00. The customer service and account managers are RUDE and insist on you finding someone else to take over your account. They offer ways to help themselves instead of helping customers. This is bad business and we hope to never have to give them another dime.Business response
10/31/2024
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
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Alder representative came to my house back here around this time last year and talked me into getting a home security in my home. It worked and the representative had someone at my house within 15 mins to install. Well shortly after three days I did not like the security system and called and told Alder I was not happy and satisfied because you can not rewatch your camera if you needed to go back when you're away from home. So the same representative that came to my home that first day said we have 30 days if we don't like it to cancel everything. We'll I did it in three days and they sent me a equipment box to ship their items back to them. They received the package in five days. Then they said they will send me a final paper for me to sign off stating I want to cancel with no fees. So here it is almost a year later they are still harassing calling me for payments and saying they will turn it over to the credit bureau. This is wrong on so many levels because I thought all of this was taking care of and now they are back calling me constantly all day everyday. They really have my blood pressure up because I done worked hard on my credit and I did everything they asked me to do and now this. Please help me.Business response
10/23/2024
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
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company will not send me paper work stating the payments I've made monthly along with my remaining balance. They only sent me a paper with my account number and the balance I owe. On their website it doesn't have any kind of statements to view. I asked the woman on the phone to please send me the statements and a copy of the contract I signed and also to make sure it doesn't renew. They didn't send me any of that. Just a paper with the remaining balance and account number.Business response
10/18/2024
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
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10/16/2024 Alder Security Services (Alder ************)My father passed away a few days ago. He had signed up for Alder Security Services. My mother simply wanted to terminate these services. The phone call I witnessed has to be the worst example of customer service I've ever heard. Rather than simply terminating the services, Rey (female) acted like there was no way to remove their services. After moving up the chain to ****/Jem, it only got worse. He wanted to give her a month of credit, but had no intention of disconnecting the service.Business response
10/18/2024
Please send us the account number or monitoring address so we can locate the account.Initial Complaint
10/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
To Whom it may concern. I called Alder today to ask about the increase in billing & to know exactly when my contract was up. I renewed in 2021 for 3 more years now they are saying I have 20 more months on my contract. This is crazy. I didn't ok this. I have lived ***** neighborhood for over 40 yrs and I'm going to make sure that my neighbors don't renew their contract because they renewed for the initial years of the first contract. Highway robbery is what it is. DON'T RENEW YOUR CONTRACT!Business response
10/17/2024
Thank you for bringing this to our attention. We are reviewing your account and we will be in touch soon to discuss a resolution.Initial Complaint
10/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I had to move to ******** for work. That's 1500+ miles from everyone I know. Upon moving, I felt it was a smart decision to look into extra home security. While setting up my utilities, there was an offer from Alder that would give me this extra security for $40 a month. Thinking it was a good idea, I signed the contract. It was not explained to me that it was a 5 year contract and if I wanted to cancel, it would be h*** Upon receiving the equipment, the alarms would go off constantly and for no reason at all. I had to disable the alarm system for months because Alder offered no solution. After 7 months in ********, my job again had me move. I tried to cancel then seeing as to how I hadn't even been able to use it and would not be needing it in the new state and they wanted well over a couple thousand to cancel. That was unfeasible as I was also paying to move cross country. They put me on a deferment. In that time, they apparently sold my account to ADT. I have had zero communication from *** until they recently sent an email stating I owed over $120. Upon contacting them, *** stated I was months behind on my bill. I asked how when 1. I had never went into a contractual agreement with **** 2. I haven't received communications from *** about an account that I have zero access to. and 3. I haven't been using any security service nor was I supposed to be being billed by Alder. They then said I have to receive a call back from someone else and that wouldn't happen for at least two days. It is completely illogical and wrong that I should have to pay a company thousands of dollars to cancel a service I never agreed to nor have ever even used. I would like that company to waive any fees they say I owe since I have yet to receive any actual home security service nor sign any contract with ***Business response
10/17/2024
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.
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Customer Complaints Summary
1,502 total complaints in the last 3 years.
335 complaints closed in the last 12 months.