ComplaintsforAlder

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of Oct.4,2024, ************************ was contacted in regards to fixing an alarm system issue for my mother in law, ***** ******. I explained to the customer service representative that my mother is vision impaired being blind in both eyes. So I asked, if we can get someone to come out and fix the alarm system in regards to her safety. We have also had issue in the past with the system in December 2023 and March 2024. I was told by a representative of ************************ that they would have someone out to my mother's house on Monday, Oct. 7, 2024. I waited all day on Oct. 7, 2024 to give the company ample time to have a technician come out. I called on Tuesday Oct. 8, 2024 for a follow up to let them know that my vision impaired mother - in- law is still without an alarm system. I spoke with ****, a supervisor whose extension is 3007 said that they could have someone come out as soon as possible because they have a mobile technician. I stated to **** that you said this last Friday, on Oct. 4, 2024. I also spoke to ***, extension ************************************************ on Wednesday, Oct. 9, 2024. Today is October 10, 2024 and we have yet to receive a call from the company in regards to fixing this issue. With that being said, I asked to speak to a higher manager, because this is a breach of contract. The binding agreement says that they will provide services and equipment to keep my mother-in-law safe and they are not providing neither. My mother and I are very displeased with this service and would like to be released from this contractual agreement due to ************************, not holding up their part of the contract. As of Oct. 10, 2024 no one has called us or even put us on the schedule for the alarm system issues to be rectified.

  Business response

  10/11/2024

  Please send us the account number or monitoring address so we can help you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I began home burglary monitoring with Alder Security on June 6, 2020 and have a copy of the monitoring certificate provided. The certificate, not a contract, has this date and was provided for home insurance discount only. However, I am not aware of nor do I have a copy of any contract. I keep all documents provided from companies and never signed a contract with Alder, however, I recall verbal communication regarding renewal of the current service for one year. ADT "migrated" (according to the ADT representative's terminology on a recorded conversation) the account officially on July 16, 2024. I have all documents from Alder and I kept all documentation received from ADT regarding this transition and nowhere does it state that I am under contract with Alder or ADT. I also called ADT several times and recorded the conversations regarding the Alder security panel equipment I still have. The ADT representative stated there would be no replacing it with ADT equipment and I would no longer be able to "test" the system using this equipment. This information regarding testing is also in the letters and emails I received from ADT regarding the transition. When I tried to cancel my service with ADT on October 4, 2024, the representative, Alphonso, stated my contract was "migrated" from Alder and expires on Nov 30, 2028. I asked him to provide a copy of the contract and I was transferred several times resulting in heated discussion and a lack of ADT providing evidence of the contract. The rep Mary said I would have to pay an early termination fee of $1,843.00. I recorded this conversation and she could not provide or verify the contract. She forwarded a copy of the transition letter only. I am not under a contract with ADT or Alder until Nov 30, 2028 and requesting either Alder or ADT provide a copy of said contract or cancel my service without an early termination fee.

  Business response

  10/08/2024

  We have attached the renewal agreement. This was also discussed during a recorded call that has been reviewed. Consequently we cannot cancel the account but we are happy to help in any other way.

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I never received a copy of this contract via email or otherwise. I keep all documentation for transactions with businesses, especially "signed" contracts. I would appreciate a copy of the recorded call be sent to my email address so that I may also review it before accepting the response.  It can be sent/received as an audio file. 
  
  Sincerely,
  
  ****** ******

  Business response

  10/09/2024

  The recording has been emailed to Ms. ******.

  Customer response

  10/09/2024

  
  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

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a five year contract with Alder (July 2019 - June 2024). I informed them in November of 2023 when they automatically upgraded me to their new plan, that when the contract was up, I wanted it cancelled. I again told them in March of 2024. However on August 16th, I noticed a charge on my account so I call my bank and did a stop payment. I then called Alder asking why was I being charged and they kept giving me the run around. I was put on hold for one hour twenty seven minutes on my second call August 16th. Between August 16th and August 19th, all I got were questions about why I was canceling. After refusing their offers of new equipment and discounts, I was told that it had auto renewed. I asked why? When they were informed in November of 2023 and March of 2024, that I was not renewing. After asking for copies of all phone recording, written documentation and acknowledging that I would be posting to ********, Instgram, TikTok and *******, I was told that I would be receiving a call from the escalation team. However, that call never came. Instead they constantly call me when Im at work (even though, I have asked that they call me after 5:00 p.m. I want Alder to stop with the harassing phone calls and honor my request to cancel my contract. The requested was done months in advance and should be honored. This is happening to way too many customers to say theres not a problem with dishonesty at this company. The customer service is awful but the deceitful ways needs to end.

  Business response

  10/03/2024

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

  Customer response

  10/04/2024

   
  Complaint: 22373016
  
  I am rejecting this response because: Since August 16th they have given me the same response. I want all documented phone calls and written notes on my account to be reviewed so the harassing phone calls can stop. I clearly gave Alder notice that I was cancelling and theyre calling me daily three or more times a days during a time that Im at work ( when Ive asked them to call me after work). The calls are collection calls for an account I cancelled. 
  

  Now that *** filed a complaint, they only call me during working hours when I cant respond. 
  
  Sincerely,
  
  ***** *******

  Business response

  10/08/2024

  Ms. ******* did not send written notice to cancel, as is required in the agreement. Additionally we have tried offering technical support and service but our efforts have been rejected. We will reach out to Ms. ******* again here shortly to discuss possibly solutions.

  Customer response

  10/08/2024

   
  Complaint: 22373016
  
  I am rejecting this response because: I notified Alder on more than one occasion about cancelling my plan. They said they would document my request. They never said a verbal notification was unacceptable.  When I called to inquire about the charges, they never said I was renewed  They went from asking why I didnt want the system to offering me a discount and new equipment. Only after I said I had given them notice to cancel did the manager change his approach and say that he sent a NOC. I informed him that no document had been mailed to me  

  They have not reached out to me to get this settled  Theyre doing collection calls for an account that has been cancelled.  What theyre doing now is calling me constantly while Im working and at the time they have been informed to call they dont.

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

  Business response

  10/09/2024

  We are sorry but we cannot cancel at this time as we discussed. We are happy to work with you in any other way.

  Customer response

  10/09/2024

  When I signed up for Alder, I electronically signed. No copy of the contract was provided in the five years that I had the service. 
  

  i stated to Alder in August, that I electronically signed and didnt have a copy of the contract. Even after I told them I electronically signed and didnt have a copy which should list my info and the companys info, they didnt send me a copy. 

  Business response

  10/11/2024

  Again, we did not receive written notice of cancellation as the contract specifies. We are happy to waive your past due balance and even lower your monthly rate but we cannot cancel at this time.

  Customer response

  10/11/2024

   
  Complaint: 22373016
  
  I am rejecting this response because: Alder said they were documenting my request 
  to have services discontinued after the contract expiration date. Not once did they say the notice had to be in writing. If this was their requirement, they should have mailed a NOC for me to sign and return. They never did. 
  I am not accepting waiver of late charges or a discount because I cancelled the service verbally and if a NOC form was required, i should have been mailed one.  I am not going to pay for something I clearly cancelled.  Furthermore,  I would like a copy of all transcribed notations and recorded calls from November of 2023 and March of 2024. Plus all calls since August 16, 2024. 
  Sincerely,
  
  ***** *******

  Customer response

  10/15/2024

  As I have stated to BBB, my contract was electronically signed in 2019. I did not receive a hard copy. Also I  informed Alder  to document my account  to say that I wanted to cancel when the contract was up. Not once did Alder say or send me a NOC to sign and returned.
  

  They are being deceitful by saying theyre trying to contact me.  They continue to call while Im at work.  In fact a manager name Brain called yesterday at 11:24 a.m. and left a voicemail.  I called back on break and asked them to document my account to show no calls while i am at work. I asked that Brain call me after 5:15 p.m.  Guess what no call but I did receive another call today. 
  

  Finally, there are no documents to submit because Alder never supplied  any. 
  

   

  Business response

  10/17/2024

  Again, we're sorry but we cannot cancel at this time unless you have proof you sent a written request to cancel prior to the end of term. We are happy to make the adjustments we previously offered once we receive your consent but that is the most we can do at this time.

  Customer response

  10/18/2024

   
  Complaint: 22373016
  
  I am rejecting this response because:Alder is not being honest. I informed them of my request verbally and not one time did they request or inform me it had to be in written form. Also, they never provide a firm for me to return. I cancelled my five year contract with them verbally. Im not going to go back and forth with them. My contract with them ended July 2024.  Anything new was fraud ion their part. I will not be paying for their fraudulent transaction.

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

  Business response

  10/21/2024

  As stated previously, the contract requires written notice of cancellation. If you have any written requests please forward them to us.

  Customer response

  10/22/2024

   
  Complaint: 22373016
  
  I am rejecting this response because:

  When I informed Alder to cancel after five year contract , they never sent me a form or stated that it has to be in written form. 
  
  Sincerely,
  
  ***** *******

  Business response

  10/24/2024

  The agreement contains very personal information such as birthdates and banking information. The BBB should not be asking for this without the customer's permission.

  Business response

  10/25/2024

  The original signed agreement states that the cancelation request must be submitted in writing. Again, we're happy to work with you but we cannot cancel at this time.

  Customer response

  10/27/2024

   
  Complaint: 22373016
  
  I am rejecting this response because:
  Alder knows that my contract was electronically signed and no signed copy of the electronic transaction was ever mailed to me during my five year agreement. 
  Sincerely,
  
  ***** *******

  Business response

  10/28/2024

  The agreement was emailed to you when it was signed and any additional copies were available upon request. Again, we cannot cancel the account at this time but we are happy to help in any other way.

  Customer response

  10/31/2024

   
  Complaint: 22373016
  
  I am rejecting this response because:
  As I previously stated, no hard copy was ever provide to me. I electronically signed in July of 2019 and Alder never mailed a copy the contract to my address. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the duration of my contract I was charged unfairly as the amount stated in my contract did not reflect that of what I was charged over a 36month period. Also, I was auto renewed at an increased price with no notice

  Business response

  10/02/2024

  We no longer have access to this account as it now belongs to ***. But based on our records the only price increase was the $5 for the platinum service plan. But again, this account is no longer accessible to us and we are unable to make any of the requested adjustments.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company will not allow me to end my contract with them I have called them countless times I have email them with my desire to end this service it a useless system the system doesnt work at all my home is not protected because the alarm system dont work I will not pay for a useless horrible system and all I have gotten is a run around and lies want to end this worthless contract with this horrible company they are the worse and my home has zero protection I want pay for some thing that dont work

  Business response

  10/02/2024

  We just waived an over $1200 past due balance for Ms. ****** If there is equipment that isn't working we are happy to replace it or possibly send a technician but we cannot cancel at this time.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/03/2024

  We have sent Ms. ****** a copy of the recording for her review.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had been a customer of Alder Security for a few years. When my family moved from Pennsylvania to California, we required additional pieces of equipment to secure our home. This increased our monthly cost, however we continued to receive increases in our monthly costs, so we stopped paying as we were experiencing financial hardship. On September 9, 2024, I received a text message from Alder Security stating the following; "Hi Rabecca, this is Stephanie with Alder. I'm excited to let you know that you've qualified to have your ENTIRE balance waived, receive a 25% discount on professional monitoring, and get you home protected again! Can I give you a quick call now to helop you take advantage of this offer?" I scheduled a call for Saturday, September 14, 2024. On that Saturday, I spoke with representative, Garon with Alder Security. We made the agreement to reinstate service with the previous balance being waived and a new monthly payment amount of $36.99 to be charged right away. I agreed to the amount and provided a debit card number. Garon stated that the charge will take place on the following Monday when his supervisor came in. The charge did occur on my checking account on Monday the 16th, and cleared my bank on Tuesday the 17th. However, on Friday, September 20, 2024, there was an additional charge made for $48.99. When I called to address this with Alder, the customer service agent called the billing department whom gave two different answers: 1. Past due balance 2. Balance for the current month. Neither is true because we signed up under the balance waiver program and had not yet received any monitoring as we do not have the panel required. Billing told me directly this was an automatic charge from the past due since we are enrolled in auto pay and the billing dept could not process a refund but the sales agent would need to after investigation. Billing however confirmed that the balance was never waived.

  Business response

  09/24/2024

  We apologize, there was an overlap between the billing and the waiver. The payment has been refunded. Please allow a few business days for the funds to transfer.

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22316527, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Rabecca Hand

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company locks you into a 5 year contract without telling you. They say month to month and can cancel at any time. Come to find out it's 90% of the 5 year contract you are canceling. Customer service hangs up on consumers when they call to cancel. They argue about canceling and try and sell you on more product. They do not notify you of changes in the contract, nor do they tell you there is an auto renew policy that they do not notify you of like they are supposed to due to HB 751 law passed as of July 2010. They force you into a new 5 year contract.

  Business response

  09/20/2024

  We have contacted Ms. Wagner directly. Thank you.

  Business response

  09/25/2024

  I have attached the agreement. 

  Customer response

  09/25/2024

   
  Complaint: 22310553
  
  I am rejecting this response because: i understand you have a copy of the contract, i never had one and I was never told about any of the terms of this. And the only reason I ever received a copy of it, which is when I made the complaint about why it's being renewed without any knowledge after years of trying to cancel. 
  
  Sincerely,
  
  Brittney Wagner

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 compliance@alder.com so we can discuss.

  Customer response

  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.

*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. ↩