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

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:06/10/2025

  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.

  Alder security transferred customer accounts to ADT Security, When this happened I asked the balance and I was total $1000.00 ,so i paid this on 8-4-2024. Now Alder says I owe $194.84 never was I informed of this charge. Adler has deducted $69.86 on6/3/2025 from my bank account. **** and **** who work for ADT said my account was cancelled. **** said she would send me a cancellation letter and to this day I have not received. Alder says once I receive proof of cancelation letter email to customer ***************** they will give to higher management to review the account. If my account is cancelled per **** and **** why does higher management need to review. As an Elderly senior I feel this company is trying to scam us older adults.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out. We’ve received your message and will review the details of your account. Our team will get back to you shortly to help resolve this matter.

• Initial Complaint

  Date:05/30/2025

  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.

  today 5/29/25. Last week got a call from Alder Security for a payment. I thought it was a scam, because my payments are made to Edgehome Security. I look up Edagehome and the are closed. I called Alder up and they said I auto renewed in March 11, 2024 with them and I do not remember anything on that. The contract has my name on it, but husband is not. He deceased 1/ 2023. The payments have been coming out as Edgehome Security all along and have never gotten anything from the Alder by email or mail until just recently. The said my contract is for 60 months-witch I would never do a contact with anyone that long. I just want my service cancelled with no fees or paying off the contract. I feel like my name was forged (unless I am crazy and lost my mind). I have look back through alll my sent messages and documents ? downloads back to 2021 and I have nothing from or to them. Can you please assist. I am 66 on a fixed income now. They also just wrnt up another 10.00 thanks.

  Business Response

  Date: 06/02/2025

  Thank you for reaching out and sharing your concerns. We understand how confusing and frustrating this situation must be, and we truly appreciate you bringing it to our attention. Our team is currently reviewing the details of your account, and we’ll get back to you as soon as possible with an update. Thank you for your patience as we work to resolve this.

• Initial Complaint

  Date:05/29/2025

  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.

  I obtained services with ALDER security in August 2021 and signed a contract for 3 years. After my 3 year contract my account with alder was transfer /sold to ADT. When I discover that my account was sold to ADT I called them and closed my account and there was no issue because my 3 year contract had ended. This cacelation happen on September 2024. On May 2025 I noticed that Alder was charging me again after 8 months of not being charged and my caselation with ADT. Called Alder and explained this situation with them. They stated that they needed something in writing from ADT to cancel my account and get my refund money because they claim that after 8 months of no service my account was transfer to them from ADT. I explained to them that ADT wouldn't give me a letter of cancelation because I was not their customer since September of 2024. They stated that my only option was to cancel with with them and that I would lose my money that I was charged in May. Now, they send me a cancelation from and are trying to charge me $793.67 because they claim now I have a 60 month contract which is not true my contract ended in 2024 and thats the reason I was able to cancel my contract with ADT without cancelation fee. Please help me this is causing me stress because they are about to charge me for the month of June.

  Business Response

  Date: 06/02/2025

  Thank you for reaching out and providing the details of your situation. We understand how frustrating and stressful this must be, and we appreciate you bringing it to our attention. Our team is currently reviewing your account and the concerns you’ve raised. We’ll follow up with you as soon as possible with an update. Thank you for your patience as we work to resolve this.

• Initial Complaint

  Date:05/27/2025

  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.

  Alder security
  Company states I had 5-year contract. No, I did not.
  If I had a contract then it would stay at 24.99 contract that I supposedly had
  Stated I started at 24.99 but increased to $34 last 2 years then $44
  Wanted equipment back I paid for it out right with no timed contract constraints
  to get lower monthly fee of $24.99 if don’t pay the 44.00
  I paid the 44 so it won’t affect credit but I did tell them I would be complaining.
  It took 40min to start the process and angry words to cancel and that is unnecessary.
  I am writing this complaint to make sure my service stays canceled and to let them know they
  owe me 284.00 for violating a fictitious contract.
  I do not trust this company not to withdraw more money for their fake contract.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out and sharing your concerns. We understand the frustration you’ve experienced and take your feedback seriously. Our team is currently reviewing your account details and the issues you’ve raised. We will follow up with you as soon as we have more information. Thank you for your patience as we work to resolve this matter.

• Initial Complaint

  Date:05/21/2025

  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.

  When I signed up via phone 3 years ago they never informed me that what I was agreeing to was locking me in to a 5 year contract. When I lost my house due to being disabled and then legal battles with my employer I tried to return the system and was told the only option I had was to pay the remaining balance on the contract at over $3000.00 that was 2 years ago. So here I am 3 years into a contract I was never made aware I was locked into. What they did say was I just had to pay a restocking fee and I could cancel anytime... lies!!! So for the last 3 years ive been being charged 50 bucks a month for a system that doesnt get used and just sits in a box... I've told them I don't want to renew, so we will see what happens there. I did get a call not long ago saying they were bought out by someone else but im still getting harassed by alder asking me to pay a bill I never agreed to paying. It needs to stop. Your business failed and you sold to another company because of your illegal business practices. If alder wants to change their tune and take back their system I'd greatly appreciate it. But instead they are going to continue harassing me on a contract I never agreed to. Oh by the way never got any copy of the so-called contract so im to the point where I have locked them out of my accounts so they can stop stealing my money as they have done to so many others.

  Business Response

  Date: 05/22/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience has been and appreciate you taking the time to explain the situation. We’ve noted all the details and will forward this to the appropriate team for further review. Someone will follow up with you shortly to address your concerns and work toward a resolution.

• Initial Complaint

  Date:05/19/2025

  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 initiated a request to cancel my service with the alarm company in November 2024. Prior to requesting cancellation, I had contacted the company multiple times per week to report ongoing malfunctions with their alarm system. The system consistently generated false alerts throughout the day and night, causing considerable distress.Despite repeated requests, the company failed to provide adequate repairs or dispatch a technician to resolve the issues. Instead, they suggested instructing mean 85-year-old customeron how to repair the system myself. Due to their refusal to address these issues or terminate my service, I ceased the automatic bank draft payments.Currently, the company states that I owe $279.96 and continues to charge $70 monthly for a service that has not functioned properly since August 2024. They have refused my cancellation request, further indicating that my only recourse is to have a friend or neighbor assume my payments.I am deeply concerned that their actions may negatively impact my credit report, as they refuse to acknowledge my cancellation request or resolve the ongoing service failures.

  Business Response

  Date: 05/20/2025

  Thank you for reaching out and sharing your experience. We understand your concerns and sincerely apologize for the frustration this situation has caused. Our team will review your account details and the issues youve reported as quickly as possible. We will follow up with you shortly to provide an update and work toward a resolution. Thank you for your patience.

• Initial Complaint

  Date:05/14/2025

  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.

  Shortly after my husband passed in 2016, I was aproached by a door-to-door salesman from Alder Security. My daughter and I tried explaning to the gentleman that now was not a good time and just leave a brochure but would not budge. Was very persistent. Ending up getting the alaram and was supposed to cancel but they have made it very difficult from the very beginning. First, it was I was going to have to "buy out" of the policy and that's what they kept saying. So, I was made aware that Alder sold to ADT before Alder informed me from a neighbor. I knew the contract was ending May 2025 and I again starting calling April 2025 to cancel. Was sent the incorrect paperwork in the mail and now I have been told that Alder has sold my accout to ADT on May 5th and I did not agree to this. ADT is stating that I renewed and I absolutely did not. I want out of this cotntract and now Alder states they have no information and this is complete bananas and just taking people for their money and flat out refusing to cancel when asked by the consumer.

  Business Response

  Date: 05/16/2025

  Thank you for reaching out and sharing the details of your experience. We're sorry to hear about the difficulties you've encountered. We’re currently reviewing your account and the information you provided, and we’ll get back to you as soon as possible with an update. We appreciate your patience in the meantime.

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the only option to keep the case open.

   

  I understand the company is reviewing the details and has asked of me to be patient and they will get back with me.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 05/21/2025

  Ms. ***** has two accounts—one for her regular security system and another for her NVR (camera) system. The regular security account is under contract until May 29, 2025, while the NVR account extends through August 25, 2028. As of May 3rd, both accounts were acquired by ADT. For any cancellation requests or further assistance, we kindly recommend reaching out to ADT directly, as they now manage both accounts.

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the account should not have been sold and I want to cancel both. Was unaware there were separate accounts for the alarm and video. ADT says they won't cancel and this is totally unfair and another way/attempt to keep giving the consumer the runaround.  Never received papers to cancel and then you sell the account to ADT on May 3rd and now I'm supposed to be stuck with a service that's no longer needed nor wanted. Terrible business practices. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/13/2025

  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.

  Poor service horrible company they steal and lie to you and will not help resolve anything they do things without authorization from you.

  Business Response

  Date: 05/16/2025

  Thank you for reaching out. We appreciate you bringing this to our attention, and well review the details and get back to you as soon as possible.

• Initial Complaint

  Date:05/09/2025

  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.

  Alder home security no longer provides my home security but they still charge me refuse to cancel my contract.
  Alder home security forged my signature to claim that I still have a contract with me and forwarded me to ADT.My signature was forged for a renewed contract which I had declined ,tried to cancel the services multiple times but they keep insisting I have a contract I must pay them.I need alder to stop charging me for any thing .They forged my signature .I have charges from Alder 2 times this week in my account .

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. We’re currently reviewing the details and will get back to you as soon as possible.

• Initial Complaint

  Date:05/05/2025

  Type:Product 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 cancelled with ADT and Alder Security in May 2024. I have not received a bill from either company in a year. Today, evidently because my card was still on file they (Alder) charged me $72.00. They said i had never cancelled. But, I did and have not received a bill from them in a year. Now they say it will take a month to investigate and i possibly will not get a refund. I have had the worst customer service with this company! They put you on a long hold time, and come up with every excuse in the world not to give your money back.
  I moved out of the house when the service was cancelled. The home is vacant and being sold. The system is not even on. As far as im concerned this is fraud. I have spent an entire day on the phone with them, and they were of no help whatsoever. I would never recommend this company.

  Business Response

  Date: 05/06/2025

  Thank you for reaching out. We’ve received your message and will get back to you as soon as possible.