Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/19/2024

  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 signed a contract with Alder security in approximately 2018 for six years. I spoke with someone on the phone last summer (June or July 2023) and repeatedly asked them to cancel the account. The individual kept me on the phone and would not let me speak to an account manager. Today, Alder security called me and informed me that since I had never cancelled the account in September, I would be responsible for another 5 years of payments or that I could pay it off early for $3,200.00. I was never informed of the process to cancel the account and when I attempted to do so I was blocked by the person on the phone last summer who refused (after a 30 minute conversation) to allow me to speak to an account manager to cancel the account. This company is a fraud.

  Business Response

  Date: 12/20/2024

  Thank you for bringing this to our attention. We will review your account and the details of your cancellation request and get back to you as soon as possible. We appreciate your patience while we investigate this matter.

• Initial Complaint

  Date:12/04/2024

  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.

  In january 2022 I set up services with Alder home security. I told them about the set up of my home so they could determine the equipment I needed. They mailed me the equipment. I set it up. Several times the alarm was falsely triggered because they instructed me to use a motion sensor in my sunporch. Due to the nature of my job, I am not always able to answer my phone to disarm the alarm, resulting in police being dispatched to my home. I called alder and explained that this was not ideal, not only because my landlord was getting upset about the police presence, but because my autistic brother lived with me and the police busting down my door traumatized him. Not to mention if the police in any way believed he was a culprit, I didn't want my brother harmed. Alder offered me no other suggestions but told me to send back my equipment and they would "take care of it." I hadn't heard from them until 11/29/24 in which they called me and said they would "wipe my balance from my account if I set up new services." I questioned why I had a balance and re explained the situation. They offered no explanation but said that they sent my account to Hillcrest collections. On today 12/4/24 I called back again to speak to someone in customer relations to explain the situation to reach a resolution and was offered none. For almost 2 years I received no mail, email or phone calls to make me aware i owed them any money. I was sold a security system that was not realistic nor safe given my personal living circumstances. I continuously asked for some kind of resolution aside from having to pay over $500 for service that did more harm than good and I was told nothing could be done. I am 32 years old and I have been working my whole life to improve my credit and buy a house for me and my family. If this isn't resolved I will be forced into paying for something I never got to appropriately use OR have my credit score impacted for the same reason.

  Business Response

  Date: 12/06/2024

  Thank you for bringing this to our attention. We understand your concerns and are reviewing the details of your account and the situation youve described. Our team will get back to you promptly to discuss a resolution. We appreciate your patience as we work to address this matter.

• Initial Complaint

  Date:12/03/2024

  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.

  I have been a customer with ********************** since 2014 after Alder purchased the company I was using. I noticed that my bill went up in November 2024 and wanted to know why. Number is answered by call center overseas. I ultimately wanted to cancel my service and was told that I was not allowed to cancel. For better understanding, Alder reached out to me by phone in 2020 and said if I signed up for a four year contract my service cost would remain same. Alder ended up automatically renewed my service for another four years in January 2024 without any prior notification. I learned this on December 2nd, 2024, when I called about new payment. I never received any type of notification about renewal or increase in service cost, nor was I informed of this in 2020. I would have never agreed to contract in 2020 had I known about auto renewal. Alder basically said it was my fault and I had to pay 90% of contract left to cancel. That amounts to almost $1500. This is absolutely deceptive sales practices and reason they lost lawsuit to *** a few years ago. ALL I WANT IS TO CANCEL MY SERVICE and never have to deal with this company again. If looking to use Alder, reconsider, and look for a company not using deceptive practices.

  Business Response

  Date: 12/04/2024

  Thank you for reaching out and sharing your concerns. We apologize for any frustration or confusion youve experienced. We take your feedback seriously and will review your account to better understand the situation. A representative will get back to you as soon as possible to assist you further. We appreciate your patience as we work to resolve this matter.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22632358
  
  I am rejecting this response because: that the is a stock answer from other complaints for this company. It gets complaints closed, which is all Alder wants. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/10/2024

  We previously discussed this matter with Mr. ******** and, as a gesture of goodwill, lowered his rate and provided a credit to account for the months he paid the higher amount. This adjustment was made despite the agreement permitting rate increases due to rising service costs. Additionally, the contract clearly outlines the renewal terms. Given these considerations, we are unable to cancel the agreement at this time. We believe the accommodations we have extended are more than fair, and we remain available to assist Mr. ******** with any other needs he may have.

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have no choice but to accept it. Very shady business practices. To anyone considering their services, do not do business with Alder. I will be setting this up for cancellation at end of contract. 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

  Date:12/02/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Alder *************** regarding poor service, unfulfilled promises, and an unsatisfactory cancellation process.On January 19, 2024, I contacted Alder *************** to cancel my security system service due to the fact that the system no longer functioned properly. After experiencing significant issues with the system, we decided to replace it with another service provider that is more reliable and easier to do business with. During the cancellation process, I was informed that I would be required to pay out the remaining balance of my contract, which I was willing to do.However, I requested a copy of my contract to review the terms and conditions associated with the cancellation and payment. Despite my request, I have not received a copy of the contract, which is preventing me from fully understanding the obligations and my rights in this situation.This lack of transparency and failure to provide the requested documentation is concerning. I believe that Alder *************** has not fulfilled its responsibilities to provide me with proper contract details in a timely manner, and as a result, I am unable to resolve the matter efficiently.I request the following:1. Immediate provision of a copy of my signed contract, including any terms related to cancellation.2. A thorough review of my account and cancellation request, with the option to resolve the balance in a fair and transparent manner.I would appreciate your prompt attention to this matter and assistance in facilitating a resolution with Alder ***************.Thank you for your time and consideration.

  Business Response

  Date: 12/04/2024

  Thank you for reaching out and bringing this to our attention. We apologize for any inconvenience youve experienced. We are currently reviewing your request and will provide you with a copy of your signed contract as soon as possible. We will also conduct a thorough review of your account to ensure a fair resolution. Thank you for your patience, and well get back to you shortly.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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 called Alder to cancel my services with them and they told me that i would have to buy out my contract because i have a five year contract. Two years ago one of their service tech came to the house to up date the equipment and told me they could lower my monthly payments. He and a *** from the company told me that it would be a two year contract. So i find out today that i was lied to by them that it was not a two year contract, but a five year contract. My husband has passed and i dont have a thousand dollars to buy out a contract that i was told was only two years. All i want is to cancel my services and for them to hold up what they told me up front. I never received a copy of the contract from them because it was all done on a tablet. So it looks like i am stuck for another three years with theses liars.

  Business Response

  Date: 11/27/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the situation and any confusion regarding your contract terms. We understand the difficulty youre facing and want to review this matter thoroughly.
  
  A member of our team will investigate your case and get back to you as soon as possible to discuss potential solutions. Thank you for your patience as we work to resolve this for you.

  Customer Answer

  Date: 11/27/2024

   
  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

  Date:11/14/2024

  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.

  Alder gets you to sign up with them and then entraps you not only for 5 years but beyond. I've read the history and reviews after dealing with this company and everyone's complaints are the same. Pages and pages of complaints. When is enough, ENOUGH? They have been involved in multiple lawsuits for misleading and false advertising with other sister/parent companies.I've had Alder for 3 years now and my experience has been nothing less than a nightmare. Early on the system was never installed correctly by a 3rd party installer they were using. 11 months or so in they sent out an Alder technician to set it up correctly. Recently, 10/23/24 I moved and had this system moved and paid ($100) to have them come set it up. On 10/30/24 my house was broken into an the alder alarm was set and never went off or alerted anyone. I feel and felt this was a violation of contract because the home was not protected and that is part of our agreement. Therefore the contract they refuse to let me out of should be null and void since it failed. But they refuse. Since 10/30/24 I have been told someone would come out but they would need to call me back to schedule. No one has ever called back since this break in. I've called in multiple times and get the same run around. This is completely unacceptable! When will someone hold this company responsible for false advertising and misleading consumers? As mentioned they charged me $100 to come out and set up and install at the new house. Which failed the same week when I was broken into and the system never alarmed anyone even though it was armed. I just saw on the main landing page of their website "free move" "free equipment" "Free Labor" THIS IS ALL FALSE ADVERTISING! You can't mislead consumers and then charge them. The contracts are meant to be misleading and as you can tell from many reviews this company is taking advantage of people. I want them to STOP giving me the run around and do what i'm paying them to do. PROTECT MY HOME!

  Business Response

  Date: 11/15/2024

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience youve encountered. We take your concerns seriously and are currently reviewing the details of your account and service history to fully understand the situation and address your concerns.

  We will follow up with you shortly to discuss the next steps and ensure your concerns are resolved. Thank you for your patience as we work to make this right.

• Initial Complaint

  Date:11/12/2024

  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.

  My 5 year contract ended in September 2024 with the rate of ***** a month but noticed they raised the rate to ***** the last few months of the contract stating this is normal. I tried to ensure my account was cancelled but was given the run around. Now Im receiving emails and mail stating I owe money. I do not recommend this company for your security needs.

  Business Response

  Date: 11/13/2024

  Thank you for reaching out and bringing this to our attention. We apologize for any frustration you've experienced with your contract and cancellation process. Were reviewing your account details now and will follow up with you shortly to clarify and resolve this matter. Thank you for your patience, and please know were here to assist.

• Initial Complaint

  Date:11/12/2024

  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 have reached out to Alder numerous times to cancel my service. My contract has been up with then. My service has not been working right the past two years. If they were monitoring my house like they are supposed to, they would know that. I stopped the automatic draft because they continue to take money out when I have canceled.

  Business Response

  Date: 11/13/2024

  Thank you for reaching out and sharing your concerns. We apologize for the inconvenience you've experienced with your service and cancellation process. We're currently reviewing your account and service history, and we will be in touch shortly to address this matter and work toward a resolution. Thank you for your patience, and please know we're here to help.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22545217
  
  I am rejecting this response because: the resolution would be to cancel my service as this should have already been done as I've requested numerous times. The service has been nonexistent the past few years. As stated, if this company was actually monitoring my house, you would know that the system hasn't been working properly. I do not want to stay with this company any longer. 

  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/21/2024

  Weve attempted to call several times to discuss this issue, but it seems the calls are being immediately declined. Is there a specific time of day that would be more convenient for us to reach you?

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22545217
  
  I am rejecting this response because: I'm not rejecting calls. I am up at 3am to get ready for work and go to bed early to get up for work. My phone is off a lot because of this.The only thing that needs to happen is for my account to be canceled as has been requested numerous times. I have read numerous complaints that state they get the run around when trying to cancel service. I am having the same issue. Please cancel the service as has been requested numerous times. There's nothing else that needs to be discussed. The service has not been functioning in the past 2 years and you would know that if you were monitoring correctly. I do not want to keep service with your company. My contract has been up, and the prices have steadily increased ever since my contract has been up. I don't want any so called deals. I just want the account canceled as requested numerous times. 

  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/25/2024

  Thank you for your response. We understand your frustration and sincerely apologize for any inconvenience youve experienced. To ensure we address your concerns appropriately and process your request accurately, wed like to discuss this matter with you directly.
  Could you please let us know a convenient time for us to call and speak with you? We want to resolve this as quickly as possible and ensure the next steps are clear.
  We appreciate your patience and look forward to your reply.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22545217
  
  I am rejecting this response because: I did call and try to speak to the account manager. I was placed on hold for a while, and no one picked up. I do have to get some sleep for work in the morning. This should not be this difficult to cancel service. Verbal passcode is Panthers. Cancel the service immediately as has been requested numerous times.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/11/2024

  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 have been trying to cancel my services with them for months. I tell them that I simply do not need their services any more and they give "solutions" to my problem rather than cancelling the service. I was given another number to call, yet this *** gave me the same script. I just want my account gone as I do not need them anymore. They will not tell me how much longer I have left in my contract, nor is my contract even accessible anymore. The link they sent me during my account creation takes me to a page stating, "This page cannot be found or has been moved." Something is not right here and I do not want to pay them another dime. Please help!

  Business Response

  Date: 11/11/2024

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

• Initial Complaint

  Date:11/04/2024

  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.

  June/July 2024 got Alder. Was told we could cancel at any time for free. Now being charged almost $3000 to cancel. Never signed a contract for 5 years like they are claiming. The only information they physically gave us is the instructions to operate the system. They said if we put their sign in our yard everything was free except a $50 a month fee

  Business Response

  Date: 11/05/2024

  The agreement was explained clearly by the sales representative, in the written agreement, and was also explained in a recorded video survey. The video survey has been reviewed by us and the customer clearly agrees to the term length. Copies of these files can be sent directly to the consumer upon request.