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Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

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

Find a Location

Alder has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 1,234 total complaints in the last 3 years.
    • 219 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2025

      Type:Product Issues
      Status:
      Answered
      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've been having trouble with my Alder Security System for about four months. I've tried multiple time and contacted Alder Security System with problems regarding my account. I have not been able to access my Security System for going on now for over four months. Every time I would call the company, they would leave me on hold for almost an hour or so, then when I did speak with someone, they gave me a run around and promised to send a Tech out to fix my equipment. I have not used this system for four months, first time the system would not work with the (Alder System App). I called and they said their app was down and told me to download a third party app *** Home app) this app did not support any of my features that where supposed to be in my contract, The camara would not work, my security camera would was accessible through this ** App, I would have to go through many steps just to get to my camera to view live footage, it has advertisements, and sale ads to go through before I could even get to my camera feature. This FI Home App wanted me to purchase a membership with them, and then I would have to go through all the ads to get to my system. All of this was supposed to be included in my Alder Contract, 24 hour security for my home, I've contacted them 6 to 8 times, and they keep giving me the run around, I spoke with Alder today and tried to cancel my contract. But, I was on the phone with them for almost an hour, them trying to convince me into staying and them send a Tech out to fix the problem, witch they've promised ever time I would call in, and never hear from no one. Alder said I would have to buy out the contract at 90%. Also, I received a letter from Alder stating my account will be moved over to ***********, I do have a contract with ADT, and do not want one, Alder did not hold up to their contract with me to promise to provide 24 hour security for my home. They said they will send a letter and I'll have to sign to agree to cancelation, Help

      Business Response

      Date: 03/05/2025

      Thank you for reaching out. We understand your frustration with the issues you've experienced with your Alder Security System, and we apologize for the inconvenience caused. We will review your case and get back to you with a resolution as soon as possible. Thank you for your patience.

      Customer Answer

      Date: 03/05/2025

       
      Complaint: 23017891

      I am rejecting this response because:

      Sincerely,

      ******* **********

      Business Response

      Date: 03/07/2025

      There was no additional information included in this message.

      Customer Answer

      Date: 03/07/2025

      Because they have been telling me this for four months, and never proceeded with my issues or fixed my problems that were discussed with them. They always promised me they will send a tech to my home to fix the problem, never seen one tech, never fixed the problem. Still as of today I cant even look at me camera on my app, theyve blocked it or something, nothing is working! Nothing! They promise and promised, never went through with their promises. *** had no problems with this company for years, it was a great security system, when in this last four to six months its gone to h*** in a hand basket, and I hate that. I see now why *** IS BUYING THEM OUT OR WHY THEIR CHANGING TO ADT. I dont sign a contract with *** , and Im not paying for anything that I can not use! I used the system to monitor my 80 old mother when Im not home, good thing nothing has happened to her yet! Fall, wonder off .. etc! Like I said at first they were good, not now! Ive seen the reviews online, everyone is having the same problem as me! Read the reviews!!!

      Business Response

      Date: 03/11/2025

      Thank you for this additional information. Your account was reviewed in a manager meeting this morning and one of those managers will be in touch with you soon.

      Customer Answer

      Date: 03/11/2025

       
      Complaint: 23017891

      I am rejecting this response because:

      Sincerely,

      ******* **********

      Customer Answer

      Date: 03/12/2025

      Because it says they will contact me , its the same ole same ole response on every response theyve sent. They have not gave me any options , just stating that they will contact me. My Opinion is the same as file earlier!  

       

      Business Response

      Date: 03/14/2025

      We spoke with ******* on the 13th and came to an agreement. Thank you.

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Last July a door to door salesman stopped by my home and sold me a security system promising cameras, a full alarm and no contract. When I called to cancel I was appalled to be told Im in a 5 year contract, paying $60 when I only received door sensors. No cameras and no other protection in the home. When I proceeded to cancel the contract I was never made aware of the Salesrep blocked my number, and Alder told me theres nothing they can do and that Id have to pay MORE money to receive the camera I was told was free or pay over ***** to get out of a contract I never agreed too. I am completely outraged with this terrible company and demand to be released from the contract I never made and I refuse to pay another dime.

      Business Response

      Date: 03/05/2025

      We appreciate you reaching out and understand your frustration. Our team is currently reviewing your concerns, and we will get back to you as soon as possible to discuss a resolution. Thank you for your patiencewe will be in touch soon.

    • Initial Complaint

      Date:02/28/2025

      Type:Order Issues
      Status:
      Answered
      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 received notice today, 2/28/25, via email that Alder Home Security is transferring my account to ADT, without my consent. I do not wish for my account to be transferred to ***. I have paid $58.00 in monthly payments for over 1-year. This adds up to a lot of money. Alder has not been transparent, and did not inform me that after one year of service that my account would be transferred to another company. Alder has not acted in good faith. I wish for my account to remain with Alder Home Security Service, because they provide more features than ADT.

      Business Response

      Date: 03/05/2025

      We appreciate you reaching out and understand your concerns. Our team is currently reviewing your account and the details of the transfer. We will get back to you as soon as possible to discuss this matter further. Thank you for your patience.

      Customer Answer

      Date: 03/07/2025

       
      Complaint: 23003439

      I am rejecting this response because:

      Sincerely,

      **** ********

    • Initial Complaint

      Date:02/25/2025

      Type:Billing Issues
      Status:
      Answered
      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 took money out of my bank account without my authorization on 2/24/25 in the amount of $69.54. On September 19, 2024, I authorized a one-time payment of $69.64, the confirmation # is *********. I made it clear it was a one-time payment. On February 24, 2025 they took it upon themselves to take another payment of $69.54 out of my account without my permission because my account was overdue and to keep it from going to collections they did this. They claim they either sent me a text or letter stating this wound be done but I never received either. How can they take my money without my permission?

      Business Response

      Date: 02/27/2025

      We appreciate you reaching out. Our team will review this matter and get back to you soon.

    • Initial Complaint

      Date:02/21/2025

      Type:Order Issues
      Status:
      Answered
      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.
      September of last Year I have been trying to get a hold of them to cancel their service. The number they give is *** *** **** and I got no answer to my call. So I went to my bank and put a stop payment on the account to them. They have given me a number to call ###-###-#### to witch I called and they are telling me I have to pay them for the last 2 months for a service I have not used at all. I do not want them to report this to the credit bureau and have it go against me. Please try the first phone number and you will see what I am talking about.

      Business Response

      Date: 02/25/2025

      Thank you for reaching out. We understand your concerns and are currently reviewing the details of your situation. Our team will look into this and get back to you as soon as possible.
      We appreciate your patience and will follow up with an update soon.

    • Initial Complaint

      Date:02/20/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Enter the 5-year contract with the company in 2017 after my 5 years I tried to cancel the contract they wouldn't let me and then automatically signed me up for five more years they won't stop drafting money out of my banking account and told me there's the only way that I can get out of my contract is if someone buys me out or I pay the $2,000 to pay out my contract

      Business Response

      Date: 02/24/2025

      We have spoken with Ms. ******* directly. Thank you.

    • Initial Complaint

      Date:02/18/2025

      Type:Order Issues
      Status:
      Answered
      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 canceled this service and paid them for years due to them drafting out of my account. I didnt have the equipment they promised me and still had to pay them. My five years since they stated I was on a 5 year contract ended and they auto renewed me and I didnt ask for that. I want my refund for equipment I never received from this company.

      Business Response

      Date: 02/20/2025

      Thank you for reaching out. We understand your concerns and are reviewing the details of your account. Our team will look into this matter and get back to you as soon as possible.
      We appreciate your patience and will follow up with an update soon.

    • Initial Complaint

      Date:02/14/2025

      Type:Order Issues
      Status:
      Answered
      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 contract with Alder from 2018-2023. In 2023 they called and asked if I would like to renew. I said no to their renewal and promotional offers. I told them I would go month to month with them moving forward. They agreed and said they would send out paperwork. I never received the paperwork and paid month to month rates until Dec 2024 when I canceled the month to month as I have found another provider. Since then, I have received two additional bills from Alder, demanding payment for Jan and Feb 2025. They renewed my contract without my signature or authorization and are demanding a further $1,787.15 to terminate the contract. I received another letter prior to that stating it would be $102.70 to terminate. They are not helping resolve this in any way. It just keeps going in circles and I feel I am being taken advantage of.

      Business Response

      Date: 02/19/2025

      Thank you for reaching out and bringing this to our attention. We understand your concerns and will review the details of your situation. Our team will look into this matter and get back to you as soon as possible.
      We appreciate your patience and will follow up with an update soon.

    • Initial Complaint

      Date:02/13/2025

      Type:Order Issues
      Status:
      Answered
      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 March of 2022 I purchased the security system for a home I was buying, before closing the offer was pulled and I never purchased the home. I offered to pay Alder for the system if they would send me a new one and they never did. After I stopped paying since I didn't receive the system I they contacted me and I requested another one. This was also not sent to me and I stopped paying again. A third time they contacted me in March of 2024 and offered to send me another system. I accepted and never received it. I never received email confirmations for my orders and stopped paying them again. I am being threatened with a third party creditor for my account, they will not let me close the account without paying out a policy. I have paid $90 for each security system and $50 intermittently while waiting for each one. I have changed bank accounts in order to prevent them from charging me and do not have statements or receipts of my payment. I can not log into my account, their links are not working

      Business Response

      Date: 02/18/2025

      We have received your concerns and will review your account details. Our team will get back to you as soon as possible to address this matter.

    • Initial Complaint

      Date:02/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Have been trying to get them to close my mother's account since June. She is in a nursing home, her home is being sold, and she has no further need for her "help" button provided through Alder Security. I have been told I "could not cancel her service", I needed to provide the "verbal password" which I do not have, so provided the company with my ***. I was informed that the *** was not sufficient to cancel the account, and that "further time was needed to research the issue". I have sent many requests via email, called MANY times, and always told the account could not be closed for various reasons. I am trying to settle my mother's affairs before she dies. This has dragged on for eight months so far. Enough is enough. I need this issue resolved ASAP. Have already contacted my attorney, and will go to court if necessary, but would rather not have to take it that far.

      Business Response

      Date: 02/07/2025

      This account was closed and the past due waived on February 5th. Please contact us directly with any questions.

    Alder is NOT a BBB Accredited Business.

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