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:01/28/2025

  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.

  My Alarm system has not been working for months but am still being charged. They sent tech out to fix it on and a Monday and had to miss work due to tech only working in the area on Mondays and Tuesdays. Alder dont have a tech that works on weekends when im off. The tech was unable to fix the system. Reached out to Alder to let me out of my contract and they said they would schedule me another service call so missed another day of work for the tech to come out and still didn't fix the alarm system. I called to have my service canceled and to let me out of the contract. They said they would have a service tech come out on the weekend. Received a call on 1/27/25 that a tech would be out Monday and i told them no, that i was not missing another day of work. Called Alder to cancel my service and they told me to pay the early cancelation or wait for the tech.

  Business Response

  Date: 01/30/2025

  Thank you for reaching out. We understand your frustration and appreciate your patience. We are reviewing your situation and will get back to you as soon as possible with a resolution.

• Initial Complaint

  Date:01/27/2025

  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.

  I called last year about my bill going up to $34.99 a month. After talking to the *** I was told they would decrease it back to $29.99 but then asked me to sign a document showing the $29.99 price. I did that. After needing to get cameras for my service I decided to go with another company since then price was better than Alder's price. At that time I requested to cancel my service with Alder and they told me I would have to pay the remainder of my contract, which was the document I sign to decrease the price back to the original $29.99 a month. I could not afford to do that because they wanted me to pay them $29.99 for each month from June till October. So I didn't cancel. They charged me the $29.99 for June and July but when I look back on my credit card it shows they have been charging me $34.99 a month since July 2024. I called and requested an explanation. They said they had the right to go up on pricing anytime they wanted. I requested a refund for the extra $5.00 I paid since July. They said no but will lower my price back to $29.99. I asked to cancel the service again and they said I can't unless I pay the for 90% of the contract. I can't afford that and requested them cancel again and they refused to do so.

  Business Response

  Date: 01/30/2025

  Thank you for reaching out. We understand your concerns and appreciate your patience. Our team is currently reviewing your account, and we will get back to you as soon as possible with an update. Please let us know if theres anything else we can assist you with in the meantime.

• Initial Complaint

  Date:01/19/2025

  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.

  Our complaint is with Alder HQ out of Orem, **. We had a high pressure salesman come to our house in August of 2014. We agreed to use their security system at that time. Our equipment is now over 10 years old and not working appropriately. When we called about the old equipment in December of 2023, we asked to discontinue our contract with Alder. We were told we had to finish our current 5 year contract and then we could cancel. That contract was ending in the fall of 2024. Alder then scheduled a technician to come to our house in February 2024. The technician told us to contact costumer service after our 5 year contract was over to cancel our service. We called Alder after we had fulfilled our second 5 year contract. We were then told they had automatically enrolled us in another 5 year contract. We explained we that we had asked to cancel our contract, and that we were told to call back after we had completed this 5 year contract. We were then told we didn't call at the correct time, and we would now have to buy out the new contract for approximately $2591. We had not been given any paperwork, specific instructions or dates when we inquired about cancelling our service earlier in the year. What we understood from our conversations was that we needed to finish the current 5 year contract and then we could cancel. We were not sent any information in the mail or by email about the auto renewal process. We feel that this is a deceptive practice and information was withheld from us in order to keep us in another 5 year contract. We had stated that we did not want to continue, and the company did not explain the process. Once again, we believe this was deceptive and intentional to keep us from canceling during the correct time frame. We have disconnected our equipment and have told Alder we do not want the equipment. They told us they do not want the equipment back.

  Business Response

  Date: 01/20/2025

  Thank you for bringing this to our attention. We understand your concerns and will review the details of your situation. A member of our team will reach out to you soon to discuss this further and address your concerns.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22832569
  
  I am rejecting this response because: we have not heard from the company. Any company that tricks people into a new contract does not have a product that people want. This company is fraudulent and i hope they are shut down for these deceptive practices. We have read complaint after complaint just like ours where customers were tricked into a contract due to not being aware of the terms of the contract. If they were a legitimate company they would not need to practice with this deception.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/30/2025

  We have reached out to Mr. ***** directly. Thank you.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22832569
  
  I am rejecting this response because: I have spent quite a bit of time reading the reviews of Alder Security on the Better Business Bureau. I have come to realize that we are not the only ones that feel as though we had information intentionally withheld from us in order to keep our business. In fact, that has been reported over and over. I do not understand why your company wants to force people into your product when they very clearly state they do not want it. Have you read the reviews regarding Alder Security on the Better Business Bureau?
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/05/2025

  What we offered Mr. ***** is what we are able to do for him at this time. Please have him respond to our letter at his earliest convenience.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22832569
  
  I am rejecting this response because: we have not heard back from anyone. During the 10 years we have been with Alder, we have not been notified of price increases or automatic contract renewals. When we have had issues with our old equipment it has taken several months for a service technician to come and address the issues. We were not given notice prior to our contract renewing even though we told both the customer service representative and the service technician that we wanted to discontinue our service. They told us we had to finish this contract before we could cancel.

  Also, we signed up with the high-pressure door to door salesman who came to our house ten years ago. We were later informed by someone in our community that the salesman had not gotten a permit from our city to go door to door for sales. Unfortunately, by the time we were told this we had already signed up for the service. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/13/2025

  As outlined in our letter, the renewal clause is clearly stated in bold within the contract, in full compliance with state law. While we are unable to cancel the agreement at this time, we are happy to offer a reduced monthly rate or explore other accommodations to assist you.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22832569
  
  I am rejecting this response because: I am stunned that your business continues to operate and generate income by ignoring requests to discontinue service with you.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/16/2025

  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.

  Salesman and original contract both state $30 per month for the rest of MY life. Currently being charged $39 per month and have been charged $45 in the past. I have requested to receive the end of contract form and have not received it after 4 months.

  Business Response

  Date: 01/17/2025

  Thank you for reaching out. We understand your concerns regarding the charges and the delay in receiving the end-of-contract form. A manager will review your account and get back to you shortly to assist in resolving this matter.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  I have an alarm system with Alder they replaced my garage camera for an updated camera, solar powered. However it does not work (defective). Ive called them several time 1/8 stayed on the phone over a hour no help. 1/10 on for over hour they said it would cost me ************************************************************* to run internet speed I did which I had sufficient speed. They placed me on hold and came back and said it was ***** dollars. I said it is defective and you stated ***** earlier. They then said to avoid the cost I needed to speak to a technician. So they transferred me I was on hold for over an hour nearly 2 hours not including the time I spent talking with the agent. I believe they are just trying to collect a fee by placing you on hold for over an hour. As I write this 1/14 Im on hold for now 1:06 hours waiting for a technician. Im 83 years old I feel they are taking advantage of me. By the way still holding while I write this complaint for a technician.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for the inconvenience youve experienced. A manager will review your case and contact you as soon as possible to address your concerns and resolve the issue with your camera. Thank you for your patience.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22809030
  
  I am rejecting this response because:
  Ive been told before that they will call me and they never do. My latest is from ***** I cant remember the other names. They all stated they have no Id badge number 
  Sincerely,
  
  ***** ***

  Business Response

  Date: 01/17/2025

  We appreciate your patience. After the account is reviewed we will contact you.

  Customer Answer

  Date: 01/25/2025

   
  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. The management team did reach out an a appointment has been scheduled.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/14/2025

  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.

  I obtained their services in 2019 and signed a 5 year contract after 2 years I moved from my house and had 3 years remaining on my contract and was not using the service anymore. I finished paying off the 3 years remaining on my contract because that is what I signed up for. In May of 2025 I called the company and specifically in no uncertain terms told them my contract was ending and I did not want to renew my contract. They stated that my contracted ended in Dec. They also stated that I needed to sign a letter stating that I did not want to renew and that they would provide it to me. I did not reeecieve that email and called back in January when I got billed. They said that my contract had auto renewed foir 3 years and that I would have to sign a letter to cancel. Which this time I received the email and submitted it. to their customer service department. their CSD said I had to cancel with my local account manager because they could not do it and provided me a number. I have called the number they provided and they do not answer and do not call you back I have spents hours on the phone trying to contact them. I received a call from ALders yesterday (not the local acct manager) Saying that I had to pay off the 3 years or use the service and pay monthly until the renewal contract is satisfied and only thing they can do is modify the contract to give me a discount but they cannot and will not cancel my renewed contract. I told them I have already let you know 6 months ago that I did not want to renew the contract and they did it anyway. They said we didn't get it in writing so basically it doesn't count. I stated to them that I was not going to pay for the renewed auto renewed contract and that I wanted the information to their legal department so I could have my attorney contact them. He said he would have his supervisor contact me and this was the end of the call.

  Business Response

  Date: 01/15/2025

  Thank you for reaching out and providing the details of your situation. We understand your frustration and will review your account and the concerns you’ve raised. A manager will contact you soon to address this matter and work toward a resolution. We appreciate your patience as we look into this.

  Customer Answer

  Date: 01/15/2025

   
  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,
  
  ***** ********

  Customer Answer

  Date: 02/10/2025

  This complaint was closed because I accepted the last correspondence because they stated they would review and have a manager call me. They never called and I cannot get ahold of them. They did not follow thru as they stated. Please review and reopen the previous complaint.

   

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

  Group Lead Missile Branch

  Missile Supply Planning Division

  Supply Planning Directorate

  Supply **************** Directorate

  AMCOM **************** (ALC)

  AMAM-LSP-MM

  Cell: ************

  Telework: +1 5***********

  Email: ********************************************************************************************************************************************************************************

  Business Response

  Date: 02/13/2025

  Mr. ******** renewed his contract on 12/15/21 for an additional 36 months. In March 2024, he attempted to cancel; however, his agreement was still active until December 2024, making early cancellation unavailable. Since he did not cancel at the end of the term, the contract automatically renewed per the agreement. We are happy to accommodate Mr. ******** by installing a system at his new location or exploring other solutions to assist him, but cancellation is not an option at this time.

• Initial Complaint

  Date:01/09/2025

  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.

  To: BBB **** From: ***** ************ Recovery of promised buyout monies. To who it may concern, we entered a contract with Alder Security **** October 26, 2021. We were currently in an agreement with Safe Home Security **** The equipment was falling apart and the maintenance services was very bad. We contacted Safe Home to inform them of the change in services, we were threatened and told we belong to Safe Home and it would end bad and we would suffer if we tried to leave their services. We were told that if we left Safe Home we would qualify for a buyout and the new company would free us from the old contract. That never happened, and from that time until present we pay tow bills and now as of a few months ago our contract was bought out buy ADT in the middle of our buyout processing which was a stall switch and bait tactic by Alder Security ****

  Business Response

  Date: 01/13/2025

  Thank you for bringing this to our attention. We understand your concerns and apologize for the difficulties youve experienced. Our team is currently reviewing your account and the details of your situation. We will get back to you as soon as possible with an update. If theres anything additional youd like to share in the meantime, please let us know.

  Customer Answer

  Date: 01/24/2025

  To whom it may concern, I missed the notification from the BBB/Alder, I was looking for a new email *** and not within the communication that was already provided in the complaint que. 

  Alder stated that they would look into this urgent matter, but this type of rhetoric has been conveyed to us for the last couple of years, without any results. My wife and I felt that to contact the BBB,would prove to be a better choice short of going to small claims court. We were told on numerous occasions to send the required documentation, after that we were then told to contact the new security co. *** who then stated to us that they don't do buyouts. If Alder had explained to us that they didn't do buyouts we would have never signed a contract with that company. We have been paying two security companies too long, and it is bad business. But on the other hand ***, we were told in a reassuring tone by Mr. ***** ****** the field *** who sold us the contract with Alder that we qualified for the buyout from Safehome Security. He examined our contract, smiled , shook our hand then we signed with *****. It was a mistake to trust them, because at present we will receive proper compensation. I will respond to the missed email *** thankyou. 

  Business Response

  Date: 01/28/2025

  Our CFO is currently reviewing your buyout request. The process is taking longer than usual because the requested amountover $3,000is significantly higher than our typical payouts. We appreciate your patience and will provide you with an update soon.

  Customer Answer

  Date: 01/31/2025

   
  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,
  
  ***** Blue ***

• Initial Complaint

  Date:01/07/2025

  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.

  Have had Alder Security since April 9, 2014. Alder sent an updated/upgraded panel in April of 2022, to be self installed, I told them they would have to send a technician to install it. It is now January of 2024 and technician has yet to show up. In the mean time, spoke with customer Rep. * 11-25-24 and on ********* inquiring about sending a tech out, found out at that time the system would not contact emergency services in case of a burglar or fire. Called to cancel services on 1-7-2024, they do not want to cancel services, do not want to refund payments that were made monthly in spite of system not working properly, contract says 60 months; have had it for 120 months.

  Business Response

  Date: 01/10/2025

  Thank you for bringing this to our attention. We apologize for the inconvenience and frustration this situation has caused. Our team is reviewing your account, and we will get back to you as soon as possible with an update. If you have any additional details you'd like to share in the meantime, please let us know.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22782034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/14/2025

  The reason I dont accept the response of Alder is because they knew my service/emergency service wasnt working and they continued to take money out of my account monthly.  They never sent a technician out to install the new panel they sent out in 2022. It is now 2025.  Something needs to be done, what if something hadve happened and I needed emergency services whether fire or break in my system wasnt working, but yet Im paying for an alarm system that DOESNT WORK!!
  
  
  Sent from my iPad

  Business Response

  Date: 01/15/2025

  We spoke with the customer yesterday and let her know what we are able to do. Thank you.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22782034
  
  I am rejecting this response because the business ( Alder) has lied to you; they have not told me anything of what they can do about this matter.. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/17/2025

  We spoke on the 14th of January and explained that the new company needs to pay off her agreement. This should have been done before they signed her to a second contract.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22782034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/03/2025

  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.

  I canceled my service and they keep taking money out of my bank account I have called them several times with no results.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out. We're sorry to hear about this issue. Our team is looking into it, and we’ll get back to you as soon as possible with an update. Please feel free to reach out if you have any additional details in the meantime.

• Initial Complaint

  Date:12/31/2024

  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 got alder security with spectrum internet back in 2022 i think. The original contract was 1 year. I had alder for the whole year and made my payments. The alder security would go off randomly to the point the police were called out from being triggered randomly and i even got a ticket for the police coming out from the system. Alder refused to do anything about it. The smoke/fire alarm also wasnt working. So i asked them to cancel the service after the year was up. I was quite sick and going through seasonal depression and they told me i would have one more month and the service would be canceled unless i sign a multi year contract which was *****. I told them i just wanted to cancel. I couldnt afford it anymore. Instead they had me sign the multi year contract when i thought i was signing the cancelation. So now i am financially obligated to pay them like 2000 dollars when i dont have money. I am very upser by this and want them to cancel the contact and not persue the deceptive 2000 dollars. I dont remember my account number and paid what i could for a while. But i cant choose between an unplugged security system and food.

  Business Response

  Date: 01/03/2025

  Thank you for reaching out. Were sorry to hear about the difficulties youve faced. Our team is currently reviewing your account, and we will get back to you as soon as possible to discuss the situation and work towards a resolution.
  We appreciate your patience.