Alder Reviews
2.6
5.8
Overall Score
Verified Customer
Review Source
Deborah Springer
It's easy to operate, and they help me with all the things I have an issue with.
7 years ago
Reply from Alder
Hi Deborah, thanks for your review. Glad to have you join the Alder family!
Jul. 3rd, 2018
Verified Customer
Review Source
Henry Bonner Roanoke, AL
The equipment got old and they never replaced it. They act like a bunch of mafia people and make you do things you don't wanna do. They have a C- on the Better Business Bureau and I think it should be lower than that.
7 years ago
Verified Customer
Review Source
Terry Holloway Bessemer, AL
Alder has a fast response when the alarm goes off, and it's fairly easy to operate.
7 years ago
Verified Customer
Review Source
Michael Beamon Portsmouth, VA
Alder was friendly, open, and honest. They were also very fast and on time for the installation.
7 years ago
Reply from Alder
Thanks for the feedback, Michael. We are glad yo chose Alder for your home protection!
Jun. 28th, 2018
Verified Customer
Review Source
Miguel Reed Portsmouth, VA
The cameras are pretty good in quality, I wish I could see the last thing that happened in the panel but I don't think they have that feature yet.
7 years ago
Reply from Alder
Miguel, thanks for your review. We are glad you chose Alder. Please reach out to us if you have any questions about the cameras--our tech support can be reached at 844-442-5337 Ext 731. Thanks again!
Jun. 28th, 2018
Unsatisfied Customer
This is the worst company I have ever done business with. I would not wish them on anyone. One of their sales reps showed up one summer telling me how VIVINT (who we then had) was going to require bank account info and deposits, etc. ALL COMPLETE LIES! Great way to build rapport with your customers, start out by lying to them.
They installed their security system. They used the wrong type of sensor for the type of front door we have so it often said the door was open when it wasn't. It would often trigger false alarms, so we had to quit using it. I called them on the phone to get someone to come out and fix it. Their version of customer service is: We will tell you how to fix it over the phone. This went on for 9 months or so, with no success getting it to work correctly. I had to send them pictures, call back repeatedly, finally they agreed to send someone out to fix it. Of course the scheduled appointment was for a month or so into the future.
The employee shows up, looks at it, says he will fix it, and leaves for while. He comes back, looks at it again, says he is finished and leaves. He didn't change anything. He gave me his cellphone number so I called him up and said when was he coming back, as he didn't fix the sensory. He hung up on me.
More calls to Alder brought out this same incompetent employee, this time with his supervisor. They finally did seem to get the front door sensor working correctly. This was after a year of repeatedly calling them. I believe at some point they may have replaced the panel.
They told me they would give me a months credit on my bill for all of this trouble. I don't believe that ever showed up.
Now the back door sensor has problems. The magnetic piece they put in the door jam is too loose so it often gets pulled up and sticks out, where the door won't shut or it knocks off the sensor on the door. Calls to Alder about this-because it gives me a sensor tamper issue-of course tells me how to fix it myself. I can get it to work sometimes.
They did give me a free doorbell camera, of course it doesn't work 15% of the time or so.
To summarize:
1. They lied to me to get their business.
2. They install incorrect sensors for the type of doors you have.
3. Their version of customer service is we will tell you on the phone how to fix our mistakes.
Just avoid them unless you really like frustration.
1 year ago
Ali N.
Would not recommend. I made the mistake of signing up for the service and had to cancel early. $2000 to do so. WATCH FOR THE AUTOMATIC RENEWAL clause in the contract. 60 month (5 years) contract with 12 renewal terms, that’s 60 years. You only have 15 days from the start of the “renewal” to cancel and if you are like me you will miss that date unless you have an alarm. They “give” you the option to have someone else take over the contract or to move it but that’s only if they are in your area. They prey on those who don’t read the contract and understand what that contract is stating.
1 year ago
RetiredGuySC Saint Charles, IL
DO NOT DO BUSINESS WITH ALDER,
I rarely write reviews but I just need warn people that this is an absolutely horrible company to deal with.
AVOID them at all costs or it may cost you a LOT.
I ordered an alder system over a year ago but for many family and health related issues have not been able to install the system. The system has never been activated yet I continue to be charged $58 dollars monthly for nothing. I have paid all the bills to date thinking I may have the opportunity to install the system but have not been able.
I recently (20 Dec 2023) called to again ask them to cancel my policy and told them I would return the unopened equipment and they could keep all the money I have paid them to date for no service. They now tell me that I have a 60 month/no-cancellation contract and have NO choice but to pay the remaining contract fees to buy my way out of the alleged contract or keep my system. They then offered to install it - but I would have to wait over three months for that to happen. But honestly, I've lost total faith and all good will with this company!!!
This has taken way too much of my time and energy at this point in my life.
This company has no heart, no compassion and in my experience is unscrupulous in its business practices.
My advice - AVOID ALDER SECURITY ALTOGETHER!!!
1 year ago
Erica Johnson Brent, AL
THIS IS A TERRIBLE SECURITY COMPANY. If I can give them a 0, I would. My camera had just gotten fixed on 12/9/23. They had stopped working on 5/16/23 which is 7 months. I was charged for June and July payments. I was told that I was going to get a refund, but they saying it wasn’t showing up in the system. What I noticed about them, when you call them, they don’t put everything they or you say in the system. I can’t tell you how many times I have talked to them. Everytime I call, you have to talk to 2-4 people before you end the call. Everybody is always telling me something different. They just there for the money because they don’t know anything. Alder needs to do better with their business. Also, I’m getting emails about my battery is low for my living room and back door motion everyday. One of the representative was rude and told me she was going to call me back last month on a Friday to schedule for a tech to come out. I heard anything yet. I has been over a month ago, because it was the first part of November. I had to call one of the personal tech phone myself. The TECHNICAL DEPARTMENT IS AWFULLY! I had one tech told me to go outside and get on a ladder and remove the SIM card out the front card and put it back in after I told her I don’t own a ladder and it dark outside. Then, I told her what if I was elderly and couldn’t get on a ladder, what I supposed to do? She said well that’s I need to do. I told her I don’t get paid for that, they do and that’s not my job. I’m paying them. Also, she wasn’t the only tech that didn’t have any respect. So, after they didn’t come fix my cameras after they took my June and July payment, I stop the payments from coming out of my checking account. They’re not getting anymore money until they give me my refund that they lied about. It so more much I want to say about problems I’m having with representatives and get my refund back, I just can’t type it all. I’m just going to return everything back to them and not RECOMMEND them to anyone. I’m going to let everybody know, they’re not the one. They just a scam! I need to know who owns the company? One of the representatives who work there, don’t even know unless she’s playing dumb. AGAIN, I DON’T RECOMMEND!!
1 year ago
Vikki Walker Greenville, MS
We PAID for installation ilon Jan 3, 2023. Was told in 7 days everything the camera's, door bell camera, panel, window and door sensors, and detectors would be installed
Well a guy shows up installs the panel,, window and door sensors. He tells us that a guy will follow him in 2 days with the camera's. A week later the camera guy shows up with everything but my door bell camera. He also has no way for me to view my camera's from my cell when not home. He tells me they didn't send him a doorbell camera and I needed to call Alder and schedule someone to come out.
At this point we are about a month in. So I call Alder and was given a install date of March. No one showed. Then another date of May was given no one showed. A date in July was given guess what no one showed. So at this point 7 Months in still paying for the full system and I'm getting the run around from these guys. So one day a random Alder guy knocks on my door and ask if I want a system upgrade. I snapped. Dude I don't have my full current system, I explain all to him and he gets on thr phone with them. They tell him to upgrade our panel for free and install my doorbell camera. I'm like finally, finally! Well NOPE!!He has a wired camers...the one I ordered and paying for is wireless. He can't get back to me for 6 weeks my July appointment which was the next week was canceled when he arrived so I had to get back in rotation. While waiting the entire system ztopped working, panel went out completely window door sensors not working NOTHING@! Call thrm in August and was given a September appointment. No one showed. I called and explained everything all the while being threatened thst o cant stop payong or ill be sued and id hsve to wait until October before the could fix it. October comes no one showed. So given November a guy comes 1 day early installs doorbell only says someone will come tomorrow to fix panel and NO ONE SHOWED. I call them explain, I was told I would receive call back with answer in 24 hours that was 4 weeks ago...I have heard nothing I'm sick of calling. I'm sick of it all. So my next call is to the BBB and my lawyer. This system, it's company and reps are TRAGIC AT BEST!!
2 years ago
Jorge Martinez Fort Worth, TX
Worst security service you can possibly own by far. Landlord had a contract before they rented me the house it was an old system no cameras only sensors on windows nd doors dont plan on being here long they asked if i could continue makin payments on the security system i said sure. Little did i know they drew up a contract for me and said it would be a "open contract" they didnt tell me about the cancel fee at all they sent a new monitor and said it was all id have to pay since the system was old fast foward 2 months i find out theyv been charging me 2 times every month since starting auto pay. I call to correct this they say it only shows one time on there side i call bank bank verifys they are charging me twice each month and its no error in there system i call alder back and tell them ive talked to the bank and it is there system charging me twice they request bank statements i send them they tell me theyl correct it 2 months pass they still have not corrected it at all. I ask them to then cancel my account because they are taking money from me and giving me the run around for a security system that dosent have cameras or alert to anything. They tell me there transfering me i ask to speak with a manager or whoever is above them because this isnt right. They jus say there not in and there gana transfer me. This company is a scam gave me the run around for the first 6 months i had faith they would simply fix the issue but instead they want to continue double charging me and sucker me into being stuck with this contract ..AVOID BY ALL MEANS!! they are now trying to charge me 300 this month and make me pay almost 3000$ just to cancel this contract ive been trying to cancel since before there 6 month money back garantee...
FIND BETTER ON AMAZON DO NOT FALL PREY TO ALDER!!
2 years ago
Reply from Alder
Jorge, thank you for taking the time to leave a review. We apologize that our service did not satisfy your expectations. We always aim to deliver a great experience and that's why I wanted to get to the bottom of this issue for you. I found you in our database and saw the payment issue was from 2022 and that was taken care of by our customer service team. We also worked with you and cancelled your services. I couldn't find any notes saying we asked for the additional money that you mentioned. Alder doesn't offer the, "open contract" as you've stated nor do we have the option for a 6 month money back guarantee. I'm sorry for the confusion and trouble you've gone through. Please feel free to reach out to [rebecca.story@alder.com] with any further comments or concerns you wish to share. Thanks!
Sep. 28th, 2023
J Taylor Houston, TX
DO NOT USE ALDER SECURITY. This company is not only predatory towards the elderly but they lie, scam and provide the worst customer service I've ever had from a business. After multiple attempts to find out how to cancel my service when the contract is up, they finally mailed the cancellation form. My contract is up 10/05/2023 and I was told that if I ended my service early then I would have to pay an early termination fee. I filled out the form and noted that I want to end my service 10/05/23. I sent the form by mail (certified return receipt) and by e-mail to their CS department (08/28/23). In the e-mail I stated that I want service to end 10/05/23. Their CS dept responded and acknowledged my cancellation e-mail. On 08/30/23 their loyalty dept e-mailed me that they terminated my service early, effective the same date. I had previously made the payments for September and October (prorated). After multiple e-mails to their CS dept they have been unable to explain why my service was terminated early. They also refuse to refund my payments for the days that I paid through 10/05/23. I was told multiple lies about why my service ended early: 1) The account manager did not update the account for cancellation, 2) I did not provide the date I wanted the service to end, 3) the account manager provided an exception to cancel the account early because I did not fulfill my contract. After sending the e-mails as proof that I did provide the date that I wanted service cancelled and I did not cancel early, their CS dept proceeded to lie about the payments. They stated that my account was past due from 2022 (from when they failed to provide service for 6 months. I then provided e-mails from that time period showing that the account manager stated my account was current. After providing proof that I did not cancel my service early and that my account is in good standing, Alder still refuses to refund the final payments even though they made the decision to cancel my service early.
2 years ago
Reply from Alder
Hi J Taylor, I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. This is on us. Your feedback helps us do better and that's why I'm here. I want to personally solve this issue for you as quickly as possible and try to make things right for you. Please don't hesitate to reach out to me directly at rebecca.story@alder.com. Thank you.
Sep. 28th, 2023
Carmen Rodriguez
This is the worse service I ever had. I am a elderly person have the service for four years especially for medical alert. I was so sick with asthma attack twice press the medical alert no response. Thank God I had help from my neighbor because with this equipment I can’t count. Since then I have been trying to cancel this service which I am paying for a service that they ar no provide then. But I been informed that if I cancel I will have penalty because my contract is for 5 years which will be August 2024. So I am being force to paid for a service that they haven’t provide me. And not to mention this month they increase $5.00 without notification. I call then again today and they claim that they will credit my account.
My personal opinion if they offer alder security alarm run because they are horrible and offer a long contract that you will be lock for several years.
I really had it with this company that I had to search and write a review about this company.
2 years ago
Reply from Alder
Dear Carmen, thank you for posting a review and we're sorry to hear that your experience was not up to standards. I apologize on behalf of everyone at Alder. Please know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers and that's why I'm here. We do care about the safety of our customers and their families. We strive to solve all issues as soon as possible, and we regret that we missed the mark. All situations are important, but this type of situation is very serious and I was concerned, so I investigated your feedback further and found you in our system! I reviewed the notes and the proper steps that were advised and offer of technicians, which were refused. The $5 increase was an upgrade to our premium service plan, but that has been credited back. I truly apologize for all the trouble you have dealt with, but especially not feeling safe and protected with our service. My name is Rebecca and I care about you. I can't fix the past, but please know you can reach out to me directly at (rebecca.story@alder.com) and I will work with you to solve any further issues, concerns or comments you may have. You aren't just a customer, you're apart of the Alder family. Please don't hesitate to reach out to me. Thank you.
Sep. 8th, 2023
Mike Calhoun Mooresville, NC
Nice piece of mind to have. But, when you don't need it anymore (I'm moving to a high-rise which has security already in it) and don't need it any more, have a good time trying to get ahold of a human-being to stop payments and try to return the equipment.
2 years ago
Reply from Alder
Hi Mike, thank you for taking the time to write a review. We are glad to hear that you enjoyed your system. We're sorry you're having a bad experience trying to get ahold of someone to cancel your contract early. Please feel free to reach out to me directly (rebecca.story@alder.com) with any further concerns. I would love to make things right if you give us another chance. Thank you.
Sep. 6th, 2023
Id Rather Be Reading TX
I do not even want to give Alder ONE star. Crappy equipment that broke within three DAYS of installation. After a week of holds and transfers was told I can return the equipment which my husband and I had to uninstall ourselves and once they got it it'd be canceled. Alder verified they received the equipment and then the next month I was charged again. I called and was told my account did not fall into the cancelation requirements. So they were going to keep the equipment and just charge my account every month for FIVE years!! After 3 months this company has charged me 3 times after NUMEROUS calls to cancel this contract. Ended up having to dispute the charges for fraud. Worst company ever.
2 years ago
Reply from Alder
Thank you for letting us know about this situation. I truly apologize on behalf of everyone at Alder. This is unacceptable customer service treatment and I won't stand for it. I can't fix the past, but you have my personal commitment to improve the way our agents handle each situation. I would like the opportunity to talk and investigate your feedback further so that I can personally resolve any issues as quickly as possible. I understand your frustrations. Please, could you contact me directly at (rebecca.story@alder.com)? Thank you!
Jul. 18th, 2023
Review Source
Angela Miles Dillon, SC
This a TERRIBLEcompany. i got my system April 4th i asked for 2 way cameras and they installed cameras that i thought was 2 way and they werent. and 1 of the cameras went out April 10th they wanted to charge me $49 to come out. to fix it. They never fixed my isssue about the 2way camera everytime i had a scheduled appt they would cancel. now they say they cant cancel my subscription unless someone else take over my account. They took their monthly fee every month though but couldnt fix my issue. Its not my fault both techs put in the wrong cameras this wasnt what i asked for and I'm not paying for this MESS. I took all their equipment down and they can have this MESS. CANCELLED!!!!!!!!!!!!!
2 years ago
Reply from Alder
Angela, thank you for sharing your feedback. We apologize that our service did not satisfy your expectations. I found you in our system and see that you've been an Alder customer since 2018 and recently renewed! We understand your frustrations with the cameras and that is on us. We always aim to deliver a great experience, and we are gutted when we don't meet expectations. I would love to make things right if you give us another chance. I will personally make sure you get the cameras you want and certainly deserve. Please feel free to reach out to me directly (rebecca.story@alder.com) and I will help you resolve these issues promptly and accurately. Thank you.
Jul. 18th, 2023
Meagan Vaughan
They don't tell you it's a 5-year contract, they tell you that you have 30 days to cancel after signing. Then when you try to cancel, they tell you that you only have 3 days to cancel. They also auto-renew your 5-year contract without informing you unless you call them first and figure out the extremely long and difficult process of how to cancel, if it's even possible. Equipment isn't that great compared to other companies, customer service is horrible, and the employees and website are sketchy as in they don't provide all of the information you need to know about policies. Even your own contract is so difficult to find, I spent 1.5 hours on the phone just to get a copy of my contract.
2 years ago
Reply from Alder
Hi Meagan. Thank you for taking the time to write a review. We are sorry that your experience at Alder didn't quite match your expectations. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers. We always aim to be transparent with our customers and our contracts. Please feel free to reach out to me directly (rebecca.story@alder.com) with any further comments, concerns, or suggestions you wish to share.
Jun. 15th, 2023
Amy Michalski Toledo, OH
My dad was diagnosed with dementia and I became power of attorney. My dad was not organized at all so over the years I have had some surprises but this one tops it I called them a few times about the service and had troubles sending power of attorney paperwork. Being that he is retired and poor health he's on a fixed income I tried to cancel. They told me that the contract goes for 60 months at a time and that his contract was up in July of 2022 without talking to him or sending anything they renewed him for another 60 months so I can't cancel for 4 more years or pay over 2000$ to cancel I tried to explain that he can't afford anymore and how can they just renew it without talking to him? First she said they did which I know for a fact they didn't. Then when I explained that she says it says in the contract it automatically renews so I told her to send me a copy. I think it's sad that they are not understanding and taking advantage of my father and im sure not just him
2 years ago
Reply from Alder
Dear Amy, thank you for posting a review. We set a high standard for ourselves, so on behalf of everyone at Alder I'm so sorry to hear this was not met in your interaction with our business. I love my company and I know we would never intentionally take advantage of the elderly or anyone for that matter. I would like the opportunity to talk and investigate your feedback further. I want to help resolve all of these issues for you and your father. Please reach out to me directly at rebecca.story@alder.com and I promise that we'll work with you as quickly as possible.
Jun. 10th, 2023
Review Source
M. Cast
What I liked was customer service with a speedy service
Now what I didn’t like was when I got it out the alarms were not labeled, making it difficult to find out if it was a window or a door alarm
2 years ago
Reply from Alder
Hi M. Cast, thank you for taking the time to write a review. We are so glad to hear about your experience with our customer service team. Alder strives to deliver excellent customer service.
I'm so sorry for the trouble you had when setting up your system. We're normally known for our award winning DIY simple setup, and we regret that we missed the mark. If you have further concerns, questions or comments, please feel free to contact me directly at, rebecca.story@alder.com. Thank you!
I'm so sorry for the trouble you had when setting up your system. We're normally known for our award winning DIY simple setup, and we regret that we missed the mark. If you have further concerns, questions or comments, please feel free to contact me directly at, rebecca.story@alder.com. Thank you!
Jun. 8th, 2023
Serenity Robertson Fairfield, OH
If I could give this company 0 stars I absolutely would. I discourage anyone and everyone to use literally any other security company. My boyfriend and I started this service about 10 months ago. The first mother board we received didn’t work at all and we were told there was nothing they could do about it so we had to wait for a new one. It took a month for the second mother board to arrive. Once we finally got everything set up, it worked for all of 3-4 months before our door sensor went faulty. The sensor triggered the alarm system in the middle of the night. My boyfriend and I woke up terrified thinking someone broke in. Alder called us and the person on the other end was rude despite the fact that this might’ve been an emergency situation. Come to find out, the door never had been touched and the sensor was just faulty. We immediately called Alder asking for new sensors and they insisted that we had to pay for new sensors even though this is THEIR screw up. That was almost FOUR months ago and we’ve been charged for a service we cannot use since then. We still haven’t received these sensors. We just tried to call to sort this out and the woman we spoke with on the phone, Rose, insisted that all they can do is credit us $12 for the door sensors but they would not credit us for the months of service we paid for but weren’t able to use. She claimed that they’re waiting for a tracking number for the sensors, HOW do they not have the tracking number if it’s been 4 months ?!!! She stated the only thing we could do is buy out a 5 year contract or basically deal with it and keep paying. This company is a SCAM! We’ve been lying for it for 10 months with only 3-4 of those being secured in our home. What these people are doing is disgusting and wrong.
3 years ago
Reply from Alder
Serenity, I'm so sorry for the unacceptable customer service experience that you and your boyfriend have had! This is not right and that's why I'm here. I want to personally make things better for you because I care about your situation and your feelings. Hopefully, as we work together Alder can regain your trust so you feel better protected and happy you chose us. I hear your frustrations and Alder is looking to improve. I will personally look into these agents and make sure this doesn't happen again. Please, email me personally at rebecca.story@alder.com so we can resolve this for you and make it right.
Apr. 5th, 2023
Azabambia Smith Knoxville, TN
I got a promotion thru my electric company so I sign up for there system but I never moved in to the apartment because I lost my job so on August 16, 17 22022 I called them to cancel my subscription and they told me the only way is to see if someone can 5ake over the contract. I sent them numerous emails and I spoke with the customer service and all they do is give me the run around about cancel the subscription. I mailed back the merchandise but they still say that don't mean it will be canceled. I never even unboxed the product because I never moved in the apartment I was supposed to move into. Azabambia Smith
3 years ago
Reply from Alder
Azabambia, I hear your frustrations and I know we missed the mark on your situation. I'm sorry for the run around. Alder is looking to improve and that's why I'm here. I found you in our database and we want to make things right. Please, reach out to me at rebecca.story@alder.com so we can further solve this issue for you.
Apr. 5th, 2023
Sandra Hopkins Ellinwood, KS
On 9/15/22 my back door was opened and 1 minute later the alarm activated. I was across the country and pulled up my camera system to make sure kids had turned lights off and heard my alarm sounding. It had been going off for over 4 minutes. I disarmed it from my app and checked cameras. I was not contacted nor was law enforcement. I have made 3 phone calls totaling nearly 2 hours with customer service and tech support. I have been told it's a faulty door sensor, faulty control panel, poor internet connection, and my kids' error in setting the alarm. I never complained about the equipment, my only question to them was why my alarm went off for over 4 minutes and no one was notified. They stated it has to sound for 5-10 minutes before anyone is called. Seriously?!? My alarm was activated in the past due and I know for fact that I was called within 2 minutes and law enforcement was called immediately after when I was unable to be reached. Do they realize the amount of damage/harm an intruder can do in 5-10 minutes? This is completely unacceptable. They offered little apology and no resolution to this problem. I used to feel safer with an alarm system but Alder and their lack of concern and blame game has definitely changed my mind.
3 years ago
Reply from Alder
Thank you for reaching out to us, Sandra! I'm so sorry to learn of this unacceptable service you received. I can only imagine the emotions that you were feeling during that time. Alder is looking to improve and that's why I'm here. I understand it's been 6 months, but I truly care about your situation and I'm committed to making things right again. Alder is a family business and I will do all that I can to help you and your family feel safe and very well protected. Please, reach out to me directly at rebecca.story@alder.com so we can resolve this for you!
Apr. 6th, 2023
Lillian TN
I've requested 1 year ago to cancel Alder Security services and they refused to stop taking the money out my account. They said they're not able to cancel the automatic draft on there end. I canceled this June of 2021. I canceled because the security system and Camaras stopped working in February 2021 and they never sent me a replacement. They would tell me it's been ordered but could never provide me a tracking number. I had no knowledge they were still receiving money out my account after I canceled them. I've requested them to refund me the funds they took from my account without my consent and let me out this fraudulent contract. Then they said i renewed my contract in December when I didn't renew. I've been trying to get out the contract. I feel like im being held hostage. DO NOT GO WITH ALDER!!!
3 years ago
Reply from Alder
Lillian, thanks for sharing your thoughts. We're sorry your experience with Alder was so negative. I hear your frustrations and that is why I'm here. Alder is looking to improve and we would love to make things right if you give us another chance. Please don't hesitate to reach out to me at rebecca.story@alder.com with any further comments, concerns, or suggestions you wish to share. I do want to help you.
Apr. 20th, 2023
Nancy Barker Forest, VA
Worst company ever dealt with. The sales rep flat out lied. Our system worked less than 4 months, and have been trying to get them to fix it for 8 months. They require you to “troubleshoot” over the phone with a technician, who is hard to understand due to an accent, and they are totally clueless about the products. We have tried this multiple times and they still won’t send a service person to fix it. Tried to cancel, but of course they expect you to pay to cancel for a system that is totally worthless. If an Alder rep ever shows up at your door, SLAM it in his face!
World like to have left 0 stars, but wasn’t an option
3 years ago
Reply from Alder
Dear Nancy, thank you for posting a review and we're so sorry to hear that your experience didn't meet your expectations. We missed the mark, but please know that Alder is looking to improve. We care deeply about our customers and strive to make things right for them. We can't fix the past but you have my personal commitment to improve the way our agents serve every customer. I would like the opportunity to investigate your feedback further. Please could you contact me directly at rebecca.story@alder.com and we'll work with you to resolve all issues as quickly as possible.
Apr. 20th, 2023
Chandra Mosby GA
ALDER IS THE WORST COMPANY THAT I HAVE EVER IN MY LIFE HAD TO DESL WITH, THEY ARE VERY NICE, FRIENDLY, AND KIND AT FIRST, I ALLOWED THE SALEMEN TO COME INTO MY HOME, ONE OF THE MEN STOLE MY GRANDSONS NINTENDO SWITCH AND I FINALLY HAD IT RETURNED, BY ONE OF THE TECH WHOM INSTALLED MY SYSTEM, AND IT WAS ALMOST A WEEK LATER, AND HE WAS NOT TO ONE WHOM STOLE IT, THEN ANDREA SUPPOSE TO BE THE MANAGER SAID THAT THEY WERE GOING TO SEND A GAME STOCK CARD BECAUSE ALL OF HIS GAMES GOT ERASED, THEY ONLY WANTED TO GIVE ME TWO FREE MONTHS OF SERVICE AND I WANTED OUT OF THE CONTACT AND THEY WILL NOT ALLOW ME BUT WHO WANTS TO DEAL WITH THIEVES, I WANT MY CREDIT TO GET HIGHER, SO I AM GOING TO REACH OUT TO A LAWYER BECAUSE THIS IS REDICILOUS. MY ADVICE TO ANYONE WHO COMES IN CONTACT WITH AN ALDER REPRESENTATIVE OR SALESMAN, PLEASE RUN AS FAST AS YOU CAN AND LOCK YOUR DOORS BEFORE YOU PURCHASE A SYSTEM WITH THEM PLEASE ORDER CAMERAS OFF LINE. I SOLD MY HOME AND I ASKED THEM TO ALLOW THE OTHER BUYER TO HAVE THE SYSTEM BUT I TOLD THE BUYER THE TRUTH BUT I HAVE SOMETHING FOR ALDER, MY LAWYER
3 years ago Edited July 8, 2022
Gwendolyn White Alexander City, AL
We have had this service since 2015. We have never had any problems with it until this year. The smoke detector and carbon monoxide detectors both stated alarming and would not stop. We had house checked out by local fire department and determined there was no danger. turns out the devices were expired and malfunctioning. They actually expired 3 months ago. No help from Alder they transferred me to 4 representatives the first day and 3 the second day. One even asked me to send a picture of the expiration sticker, as if I was lying. NEVER would let me speak with their supervisor. Refuse to schedule a technician. Took devices down and took batteries out. after about 3 hours the panel finally shut up. As SOON as we can Alder is out of here. Terrible customer service, representatives don't listen to you. Some did not know what to do to fix problem either. TERRIBLE COMPANY, IF YOU CAN FIND ANOTHER SECURITY SERVICE.
3 years ago
Reply from Alder
Thank you for bringing this to our attention, Gwendolyn. I am truly sorry to hear about the horrible experience you had and the unacceptable customer service you received. You have been in the Alder family since 2015 and the way you were treated makes me feel awful. I can't change the past, but if you allow us one more chance I will do everything in my power to solve all issues with you directly. Please, Gwendolyn reach out to me (rebecca.story@alder.com) and I will be sure to take care of you. Thank you.
May. 17th, 2023
Trey Hanley Port Arthur, TX
Part 4 of the worst company in America. As I've stated I've been trying to get my account canceled and payed off. Still haven't accomplished this. I've talked to many managers and now I'm being told I need to talk to a specialist. The very manager I've been back and forth with the most just called asking how my equipment was. I'm completely blown away on how horrible these people are. I'm sure they'll never let me pay off my balance and try to hit my credit. I've never had a late payment and have had nothing but horrible experiences every step of the way. They couldn't pay me to do business with them again. They do not care about their customers AT ALL
3 years ago Edited July 22, 2022
Reply from Alder
Trey, thank you for posting a review and we’re sorry to hear that your experience was not up to standards. I found you in our system and it looks like you were able to pay off the contract! If you have further comments, concerns or suggestions how we can earn 5 stars, please reach me directly (rebecca.story@alder.com). Alder is committed to improving.
May. 25th, 2023
Luke Ross Hampton, IA
I bought Alder in September 2020. They promised to buy out my old contract with Vivint and install a whole home security system that included flood and fire sensors. They did not install the flood sensors and did not buy out my contract with Vivint; I called multiple times to request that they fix the issue, and they never did. I have since moved and still pay the 50 dollars a month for service and service for the company they promised to buy out; this has cost me over a thousand dollars, not to mention compromising the security of my family and those in my house.
I have pleaded my case with them, and they have confirmed from their notes all of the information above but refuse to reimburse or cancel the 5-year contract.
My information on the contract and my account are below. I do not live at the house anymore.
Name: Luke Ross
Account ID: 8 2 8 1 7 1
3 years ago Edited April 29, 2022
Reply from Alder
Hi Luke. Thank you for taking the time to write a review. I understand it's been a year or so, but thank you for bringing this to our attention. We're sorry you had a frustrating experience. Alder strives to improve and do better and that's why I'm here now. I found you in our system and although I can't fix the past, just know you have my personal commitment to improve the way our agents handle each situation to ensure honesty and integrity. Until then, please accept my sincerest apologies on behalf of everyone at Alder. Please don't hesitate to reach out to me directly with any further comments or concerns you may have (rebecca.story@alder.com). We'll work with you to resolve any issues. Thank you.
May. 26th, 2023
Videssa Owens Junction City, AR
I wish that I could give this company a zero. My security panel went out on March 15. I contacted Alder and was informed on March 22, I needed to sign a new contract in order in order to have security panel upgraded. I was informed within 5-8 business days someone would be out to handle the upgrade. Last week I called to cancel my contract because NO ONE had come out to to the upgrade. I was assured someone would be at my residence on April 27 to handle the needed security upgrade. Today, I received a call that the date needed to be pushed back to May 13. This company is terrible. Of course, although I have not had security in over a month, they are still billing me. I would strongly discourage anyone from choosing ALDER. They do not care about their customers. They only care about their profits.
3 years ago
Reply from Alder
Hi Videssa, thank you for your review and bringing this to our attention. I see the review is from 1yr ago, but please know Alder is working to improve and that's why I'm here now. I found you in our system and I'm truly sorry for all the trouble you went through, especially since you have been with Alder for several years now. We regret that we missed the mark and you deserve better treatment, but you have my personal commitment to work with you to resolve any issues as quickly as possible. We do care for our clients, their safety and peace of mind. Please could you contact me at (rebecca.story@alder.com) and together we will make this right for you. Thank you.
May. 26th, 2023
Nan Anchorage, AK
I much regret buying into this useless alarm system. The smoke detector has malfunctioned and gone off 3 times sending the fire trucks to my house needlessly while I am frantically trying to cancel. So finally they are sending me new equipment. I have to install it myself. What am I paying them for? So if I want out of my 5 year contract, I have to pay them $2000. I am mortified at the other reviews I’m reading of it being nearly impossible even when the contract ends to get out of it, especially the one where the lady died and the family called to cancel but didn’t have her password and they turned it over to collections. If you are thinking of buying this system, don’t. These people are unethical. I feel like I will have to hire an attorney when my contract is up to get out of it.
3 years ago
Reply from Alder
Dear Nan, thanks for sharing your feedback. We're sorry your experience didn't match your expectations. It was an uncommon instance and Alder has been improving daily. Please feel free to reach out to me directly at rebecca.story@alder.com with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.
Jun. 20th, 2023
Enrique Ikuegbuwa Lenexa, KS
Currently experiencing the worst customer service ive ever experienced. Ive been with alder for a couple of year wich by the way the locked me in a contract if was not even aware of. Well I sold my home in june and thats when u found out i had to keep on paying for the service until the 5 year contract is over. Well I purchased a new home in october and it contacted alder again to get the services moved to my new home. I paid 2 different fees to get the new system installed at the new home. This is near January, ive called and spoke to 3 supervisors and all of them just told me to wait and told me they cannot tell me when the technician will be over to install it. Again, they have been taking my money every single month. Management keep on saying they will contact me but never does. Today I called them again and they told me that my order was cancelled due to system upgrades (whatever that may mean). I really dont get it. I can't get out of the contract, i got no security system at my house and they still taking my money every month. Horrible company and worst customer service. Please dont get yourself in a mess with this company, i wish i stayed with art wich its who i originally had...
3 years ago
Reply from Alder
Dear Enrique, thank you for letting us know about this. Your feedback has helped us do better and that's why I'm here. I see the review is a year old, but please know that we're truly sorry you had a bad experience with Alder. This is unacceptable customer service and I won't stand for it. I can't fix the past but you have my personal commitment to improve the way our agents handle each situation. Until then, please accept my sincerest apologies on behalf of everyone at Alder.
Jul. 18th, 2023
Kaylan Naughton Columbia, SC
If I could leave zero stars I would. The absolute worst customer service and very poor quality equipment. Was not given a charging dock for our cameras when tech came to install everything. Was told he was out of charging docks and that he would have a tech come by the next day to drop one off. Nobody ever came to give us a dock. Days later I call to ask about dock and was told to order a charging cord from Amazon! Absolutely ridiculous! Ordered charging cord from Amazon and it doesn’t charge the cameras well and takes FOREVER to charge one camera at a time. Called customer service again and ask for someone to at least mail us a dock and they tell us that they no longer use the same equipment to support our Arlo cameras. Was told again to order a different cord from Amazon. I said I was not ordering anything else from Amazon as we were supposed to be supplied with all equipment upon installation and it’s not our responsibility to fix this it’s theirs. After arguing for serval mins. about how we are paying for this service and we can’t even use it I am told to mail our cameras and base station back to them and they would send us the new equipment they use now. I mailed our equipment back to Alder over a month and a half ago and still no cameras have been sent to me. I’ve called to check what the hold up is and customer service couldn’t even help me at all let alone knew about anything I was saying... extremely frustrating to have to keep dealing with this for so long. If I could cancel the service right now I would! Do not recommend to anyone ever!
4 years ago
Brenna F Colorado Springs, CO
Products are mediocre and they require cellular service to connect to dispatch (which we lacked due to living in the CO mountains). Customer service is unhelpful and, very frequently, dismissive and rude. We canceled our service due to lack of cellular coverage (not people able to connect to 911-dispatch was a deal-breaker) within 2 weeks of starting our trial and attempted to initiate the cancellation process so we would be reimbursed for the expensive upfront cost of equipment. Here we are 10 months later, still being billed and penalized (what Alder calls "bounce fees") for trying to cancel payments/service on our end because their customer service can't seem to cancel our account. We returned our equipment and were promised full reimbursement for that... still haven't seen a dime there. And our account is still "active" and being billed $60/month even though we never effectively set up our equipment and no longer own it - and, to our knowledge, we have canceled the service TWICE. I was billed as recently as yesterday, unbelievable.
We have spoken to a different account rep to cancel our account 3x now over the last 10 months. And one customer service representative we spoke to, in particular, (I wish I could remember her name), refused to help me. She told me I owed a "bounce fee" that I have never been notified about (email or USPS mail) and refused to transfer me to the right department/person to cancel my account. She said I needed to settle the "bounce fee" to be transferred to the Accounts department or even to speak with her supervisor. Even though I can clearly see that I have been billed every month for the last 10 months on my credit card statements. And after I hung up with her and redialed the customer service number, the "bounce fee" was never mentioned. Most frustrating customer service call I have ever experienced.
This company is the biggest scam when it comes to ending your service; they refuse to let you go. We've probably lost close to $1000 all-in "trying" this security service out and we still don't know if our 3rd attempt to cancel the service will succeed. Working with this company has been the biggest headache. SAVE YOUR MONEY and go with SIMPLISAFE. We have been with SimpliSafe since trying to cancel this service almost a year ago and it's cheaper, doesn't need a cell signal to connect to dispatch (just wifi), and is less than half the cost.
I will never recommend this service to anyone I know. I will actively advise against it. I hope no one has to endure an experience like we have had - which is why I can't recommend enough taking your business elsewhere! DO NOT USE ALDER.
4 years ago
Vicki Richmond, TX
If I could do negative stars, I would. This company has the worst customer service. I called and was told my contract expired and then when I called to try and cancel my service because I've been unhappy with the service I was told my contract had auto renewed. Clearly not true and they refused to cancel. They lied about my fire alarms being connected to the alarm, lied about extending my contract when I added a camera. The doorbell camera is horrible. It has a sensor that keeps breaking so hasn't worked in months. The panel has a battery that keeps reading low battery and they can't fix so that stupid thing keeps going off. This is the worst company to do business with. Company trustworthiness is a JOKE.
4 years ago
Reece Bernard Atlanta, GA
I got the package they offered and realized it was not enough to protect my home. I called to ask about purchasing more equipment. The rep I was talking to would not answer any of my questions and kept repeating the same bullet points clearly from a script.
They are pretty cheap so for value I gave them a 3
When talking to a rep and deciding on my package I was given something that clearly would not fit my needs, so for quality I would give a 2.
Customer service was terrible. I did call at 8am EST so maybe the Utah center is better.
The seller sold me a product that clearly would not fit my needs, the company allows you to opt out of selling your personal information, but there is a 45 day wait period. I tried to do the easy return for your money and told me I have to wait to return it and get my money back. I wish I could give a zero for Company trustworthiness.
4 years ago
Joyce Hernandez Crockett, TX
Alder is the worst alarm system ever. I've been with them 2or3 weeks and my system don't work properly. They want me to wait 2 months before they send someone out to fix it. They guy name Christopher C want respond to my calls. Someone was supposed to come out today. No one showed up. I hate I ever i signed up with alder. So I will tell everyone to think twice before signing up with this company. They will charge you for everything. They said they wasn't going to charge me until they fix it. I'll see cause their word ain't worth nothing.
4 years ago
Royd Fort Wainwright, AK
I only used 1 star because there is nothing lower. Customer service is terrible, you spend most of your time on hold. I can never seem to contact who I need to contact or return calls to. I never speak to the same person twice. I was contacted this summer to renew my contract, I declined renewal only to find out that I already had an active contract after the fact. Why would Alder contact me to renew if I was already in the middle of an active contract? Seems like they do not know what is going on. If you can get someone to your house for repairs it will cost you a contract renewal. I have had a contract with Alder and have had nothing but frustrations with customer service, repair AND they take it upon themselves to charge your credit card without your approval!! If you do business with Alder BEWARE ! Do not sign anything! Do not subscribe to their service.
4 years ago
Becca Boyd Winchester, KY
DO NOT PURCHASE THIS SYSTEM! The alarms will not stay on doors and they will not fix this issue. They ask you to pick 3 windows to put an alarm on, leaving all other windows without one. They refuse to acknowledge this problem, but continue to charge you every month for over a year. They will take your money regardless if they are providing services. There are not any alarms on my doors or windows, the camera do not work, and the fire alarm was constantly going off, so I had to take it down. Still does not work. Horrible services, products, and customer service! They also lie about their products.
4 years ago
Angela White Trussville, AL
My system is not working properly ever since the technician came out and installed our doorbell monitor. I called alder for help and the tech i spoke to had me to go to main panel and put some numbers in the system seems to be back on track but little did I know he told me how to bypass the sensors that I was having trouble with instead of helping me to fix the problem. I woke up the next morning with my system going off.... I realized that the system was not fixed but the tech deceive me. I call alder back and requested a tech to come out to my residence and not only is it going to be over a month before they can come but they are also charging us 40.00 to come...
I can't wait to get out of my contract with them
4 years ago
Angela Branham Georgetown, SC
This company has the worst customer service. And I work in customer service so I know both sides. Once you are in the 60 month contract you will never see a person again. When one of our monitors went out , I could not get anyone, even after 4 phone call to come look at it. I was finally sent a new monitor and advised to install it myself. Even after I advised the rep that my husband and i were elderly and not in good health. I advised the monitor was high up on the wall and neither one of us should be getting on a chair or step ladder to replace. I was advised nothing they can do unless e pay a fee for someone to come out to replace their malfunctioning equipment. Every time I call it is the wrong number the first two transfers. No one will advise me when my contract is up. (No one has that information). I have it though. Monitor will wake you at 4:00 AM with messages. I never got anyone who could help with that. I finally just unplugged it. So now I am paying for something I can't use.
5 years ago
Jaazaniah Young Canton, OH
You are locked into a 60 month contract upon signup. I made the mistake of not looking at reviews beforehand, and you won't find a reliable customer review above 1 star.
Here's the facts. There is no cancellation policy. Multiple reviews and my experience has made it quite clear you are going to have an impossible time getting ahold of an Account Rep who is apparently the only people in the company able to cancel auto renewal, adjust or work on your contract meaning you're pretty much locked in.
I have been trying to get thru to an account manager since 11AM and it is now 2:40PM and still on hold writing reviews while waiting to let people know my honest experience with the company.
100% do not recommend to anyone.
5 years ago
Holly Grandview, MO
Security sensors fall off often. If the alarm goes off for no real reason and the police come so many times, you can get charged my by the police department. I am stuck in a 5 year contract they will only let me break if I pay 90% of the remainder of time I have left. I have explained that I do not want to constantly call tech services for them to either walk me through how to fix it or someone to come out. I pay almost $50 a month for nothing. I signed up with them when they came to my door claiming to be so much better than ADT. That was a lie. They don’t care about customer satisfied. I would never recommend them.
5 years ago
Clarke Brown Anchorage, AK
They use a lot of underhanded tricks! Apparently, when you sign up, there is some fine print that says that if you don't call two weeks prior to the expiration of your 2 or 5 year contract, it automatically rolls over again. But they certainly don't tell you about it - who in the heck remembers that? They call you and offer new equipment - if you get it, you are magically extended. Whatever you do, DO NOT MOVE. You can't get out of the contract. If your new place has an existing alarm, they charge you an arm and a leg to transfer it, although for them it's no more than a flick of a switch. They are a horrible company and the five stars they have, even out of a possible 10, is way too generous, but I guess they get five for doing a decent job along the way up to now. But, they certainly value money over people and have no heart whatsoever.
5 years ago
Tia Marie Kennesaw, GA
The young lady in the phone Bree seemed to be nice. However they over promise and under deliver. Shortly after I read the contract which they conveniently do not tell you it's a contract I called to cancel. They still sent the equipment out after someone via text told me it would not be sent out. I finally blocked the unreliable texter who promised to call me two times and NEVER DID!!! Finally I got back on the phone with Bree who was semi short and needless to say not at all as FRIENDLY... she promised me someone would reach me to do the return, I told her they keep saying that but to no avail. Long story short Alder folks are trying to give me the run around then after 30 days I'd be stuck. I'm going to call the carrier back and say return to sender. Get the same security system at Amazon with a camera on your door. $40. A month for 36 months is crazy. That's expensive and old school prices with mediocre security that can be a one time purchasing for under $200 and get everything you want. Don't trust Alder this is a sneaky computer not at all transparent with a very high quality of " CUSTOMER NO SERVICE!" IT'S A NO FOR ME!!!
5 years ago
Jennifer Jones Santa Monica, CA
I would give them zero stars if I could because I don't even have this service and they're still charging me. We signed up initially because we thought they were ADT. Their salesman, resembling a used car salesman named Mitchell V did not disclose this information and rushed us to sign the contract while we were on the phone or we would "lose this great deal." After signing it and realizing it wasn't ADT, we decided to google the company and that's where we saw so many complaints to the BBB and even an insider edition special on what a scam these guys are. We immediately cancelled within the hour but received no confirmation. After a couple of days we followed up and they said we never cancelled so we filled out some additional paperwork and forced them to send us an email confirming the cancellation. We thought the nightmare was over, but we were wrong. They never reimbursed us for the initial $141, so we disputed through our credit card and to our surprise, they fought it and won because they had our initial contract and are claiming we never cancelled. We're currently dealing with our CC company on this, while this company continues to charge us monthly. DO NOT make the same mistake we did, avoid this company at all costs. I plan to shout this from the rooftops, but know that this company advertises as ADT and it's easy to miss.
5 years ago
Joshua Smih Jacksonville, FL
Company has TERRIBLE customer service. I do not recommend. Now stuck in a long contract. First got the system and it didn't work. Called multiple times over a few weeks, and they couldn't tell me what was wrong. Finally they realized they had the wrong serial number on there end. Now sensors are messing up saying they need the batteries replaced on multiple sensors, I did that and they are still saying they need replacing. Do NOT waste your time or money with this company. Also there is no way to access billing or any other portion of your account, just some random sketchy phone call from there end.
5 years ago
Antoinette Strickland Orlando, FL
I called to start the service and within the next hour i cancel the service. Which means i NEVER RECEIVED ANYTHING. I've been told from different people from this company that my refund is on the way. I have yet to receive my money and they keep telling me that we sent the money out but i haven't got it yet.. First they say we're going to send it to your bank account then they said oh its a large amount so we have to sent you a check. I getting very frustrated about this situation. I believe they fake and stealing my money. One way or another I'm going to find a way to sue them because i havent received my money yet
5 years ago
GAIL Danville, VA
This is absolutely the worst company I have ever had to deal with. They came in promising a better price and a better system. Our smoke alarm has gone off twice, we never heard from this company. They are a scam. I have ridden out the 3 year contract, now they are changing it to a five year contract, telling us we owe them money before we can cancel. I don't think so, we have tried to call numerous times and they always hang up before we can get any information. This company also came in and used part of the other companies equipment to do their install. Shame on you for spoofing senior citizens to try to make a buck. No more, I am sending your equipment back, it is worthless!! You have done nothing for us in the 3 years we have been under contract. The only time we have heard from you was 30 seconds after our new security company removed your control panel. No calls when the smoke alarm went off. I have stopped our bank draft so you cannot collect anymore money from us, because you DID NOT DO WHAT YOU PROMISED!!!!
5 years ago
DA Jefferies Chattanooga, TN
DO NOT SIGN UP!! Need negative stars. If you sneeze, wall monitor shows ‘glass triggered’.
Recently had smoke/monoxide alarms blaring. Nothing alerted fire department or myself. After 10m of waiting on phone to speak with a person I had to let them call me back. CALL WAS RETURNED 4 HOURS LATER. Firemen couldn’t even shut blaring klaxtons down on wall monitor. NO heat/or monoxide signatures detected by the fire
department. The ONLY way all smoke/monoxide alarms shut down-TOOK EVERY ONE DOWN BY DISCONNECTING!
Can you imagine a true fire event?
Representative mislead information all the way through purchase. Arlo cameras were refurbished equipment.
MY BIGGEST REGRET EVER!! DON’T SIGN UP WITH THESE FOLKS
5 years ago Edited September 14, 2021
B Schwartz Boise, ID
I signed up with Alder after signing up for WiFi with Sparklight. I thought I was signing up for outside security but towards the end of the phone call I finally realized it was an inside system.
I thought it over and decided to cancel at the two weeks end. I called to cancel and talked to a department that said another department would call the next day at 10:00 to confirm cancellation. They did not.
I called a month later after talking to my bank. I spoke to three departments before getting someone who could help. They promised to take care of it.
Another month later after I was billed again I called and talked to Josh in Loyalty. All of a sudden I had to sign a paper to cancel. They are sending the paper and return label for equipment. If it’s not done in two weeks I’m calling the BBB and the Idaho attorney general.
5 years ago
