Alder

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.

This company, Alder, took advantage of my 78 year old mother with the 5-year contract deal and now she will have to pay them to get out of it. I cannot manage her account online because they have shut off communications to do that so you will need to call Alder and they, the reps, constantly give you the run around. This is one of the worst companies that I have ever had to deal with and would never recommend anyone to this company. What a scam this is!

Alder is about trapping people into long term contracts and NOT about customer service. They fly under the thin line of legality, but ethically they are black hearted and fly over the line with a smirk.

Would give them no stars if it was an option. They cancelled our account and kept taking money out of our account & now tell us we have to keep paying even though the equipment wouldn't work right, they wouldn't send a service tech to our home (sent us parts to fix ourselves), Would never recommend this company to anyone for anything.

This is the WORST company.. They lie!! HORRIBLE customer service!! A bunch of none clear speaking individuals staff their customer service call center!! They REFUSE to answer questions and REFUSE to elevate complaint calls.. I was told my contract is theo 60 months.. THAT IS TOTALLY BOGUS!!! I HATE ALDER and will do whatever I have to do to be RID OF THEM!!! ALDER SUCKS

At this time I cannot think of anything I like. I dislike the fact that my panel stop functioning, sent it to the company as they requested. Have been waiting for the new panel for over a month. I have no service yet they debited my account. They give me the same bull every time I call. They got a tracking number from FedEx but have not sent the package to FedEx.

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.

Was on vacation across the country in November. Got call from Alder that my fire alarm was going off. Fire department was called and didn't see any problem. Same thing happened about 1/2 hour later. I was panicked to say the least. When I got home a week later found it had gotten COLD! Alder should know if their alarm is for cold or heat.

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.

We signed up for Alder Security service by Brandon S. What an exceptional experience it was. I had thought of security for the home for years but because of Brandon's ability to explain and help me to choose a package that was the best for our family, it has become a reality. He was truly an exceptional representative for Alder's services. We are really happy that we at last have a security system for our home.

The cost is reasonable. The salesman did not make good on promises to provide services my previous provider was giving us. They insist on a crazy 5 year contract. If you move they expect you to start the 5 years over again. So you can continue paying for a house that you no longer live in, pay off the remaining term of the contract or reup for 5 years. Still waiting for them to come out to my new home. 2 weeks without a word. Worst decision I've made in the past few years was to agree to go with Alder Home Security. If there was an option to give zero stars, i would have.

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!

Bamboozled into a 5 year contract when I was told it was only 12 months. Reached out multiple times and explained that I would be homeless and had no use for the system and they suggested that i pay the 2 grand to cancel:) as if I had 2 grand. Lies, lies, lies. Not upfront about costs at all. Mediocre security and helpless support.

Terrible experience with this company. In the first year, cameras have went out multiple times and there is a $40 charge everything they send a technician to fix the problem. I wish I would have used another company to protect my family and belongings. Do yourself a favor and look around for better options.

Well, to be 100% objective, the service provided while in use was Good. they responded promptly when things arose, and contacted us when power was out. However, upon my father passing away 4 months ago i still haven't been able to do anything about cancelling as the service is no longer needed and was told the remaining buyout balance would be required to be paid by the estate. I mean, i know its a contract but these are not previously provided actions or objects. so why wouldn't the contract be nullified upon death as its for future services that don't need to be completed. Seriously I thought they were just getting hate from a few outliers unhappy with the service until this happened

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...

These goons are trying to scam me and I have not even received the equipment yet! They keep giving me the run around about canceling this service. What's so hard? I haven't even received the equipment. This is a SCAM! RUN! RUN! RUN! DON'T DO IT! -A VERY ANGRY CUSTOMER YOU COULD HAVE HAD!

Worst service ever they never came to hook up the equipment serval appointment was scheduled no one ever came out i got a bill and still no installation so i pay it serval times and then i stop they reported to a debt collector for 1500.00 i still have the equipment and never got it hook up i had to pay the debt to get it remove off me credit total RIP OFF

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.

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.

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

Was conned into switching from ADT. Wish I never had. Worse company ever. Our garage door alarm quit working and we called to get it fixed. It is now 3 months later and no repair man yet. Always some dumb excuse. I wanted to cancel them but can’t. They said the contract is for 6 years, so I guess I’m srewed for another 5 years. Would not recommend to anybody. Wish I could give them a 0.

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

They are a SCAM, they charge for equipment you do not have and it has been impossible to get it removed. They are charging me for cameras I do not have. Their sales reps are VERY dishonest, the call center is a joke IF you can get somebody on the line long enough. They are impossible to cancel within your 30 day free trial, This company should be shut down!!!!

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.

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