Alder
1.6
6.0
Overall Score
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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.
3 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
3 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.
3 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.
3 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.
3 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.
3 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!!!
3 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.
3 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.
3 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
3 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!!!!
3 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
3 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.
4 years ago
Karen Fletcher Sugar Land, TX
Alder was in our neighborhood soliciting customers. We bit the bullet because our equipment was old and they promised a lot. Their equipment was new and up to date, but we signed a 31/2 year contract (our fault) and it was not cheap. So when the end was coming up (December 29th, 2019) I wrote an email, (2 months ahead of the end of my contract), as instructed by their loyalty dept, letting them know I did not wish to renew and asked for confirmation that they had received my email. No confirmation came. At the end of the contract I was out of town and I was again charged for another month past my termination date. I called as soon as I could (waited on line for as much as 45 mins twice) and finally spoke to someone asking for termination of my contract and a refund for the extra month charged. I did not receive a refund nor was my service turned off. When that first call did not work, I called again. It seemed they had no record of my email so I sent it directly to the person I was speaking to and again I was charged a second month past my termination. My credit card company has been on to them because I had put a stop at the end of my contract, but they have not been able to recover my money yet. Moral of the story do not use Alder for any thing. Their customer service is terrible, if you can get anyone to talk to in the first place. Very poor service at a high charge. There are lots of well known companies out there with better customer service.
4 years ago
Desiree Olivas Santa Ana, CA
This company has problems with cancelling accounts. I told them I was moving and gave them my new address. After I moved I did not get any equipment installed. They did not even notice, but continued to charge me for the next two months. Then when I called to cancel, they could not have the grace enough to refund me for services that were never rendered. For a high tech company, nothing I experienced was I high tech regarding tracking customers and services.
4 years ago
Serfoss Los Angeles, CA
Our experience with this company has been awful. My 85 year old father-in-law was with Vivant for aprox 3 years on a 5 year contract. Never had any issues with them. But 2 years ago a representative from Alder came to his door and bold faced lied to him. Told him that Vivant was going out of business and this company (Alder) was taking over the contract. Being a trusting elderly man he believed him (big mistake). Needless to say he agreed to the whole lie. And believed that his 3 years of previous service would be honored. So now at the 5 year mark he had decided it was no longer within his fixed income to have this expense so called the customer service to end his service. And like so many others on here was told he had not fulfilled his contract. He became very frustrated and disconnected the system himself. Called back to customer service and informed them he had disconnected the system. Which I find kind of odd that he wasn’t contacted first as obviously the system wasn’t working? Anyway was once again he was told he would still be obligated to pay 90 percent of the contract. At this point his son stepped in to help. He has requested a copy of the contract 3 times and 3 times has been told they would mail/email the contract. And I’m sure I don’t need to say no contract has been received. Alder has threatened to send it to a collection company. We have contacted our city officials and have learned this company never obtained a license in our town to solicit so I can see some legal issues in the future. Dont trust them.
4 years ago
SanJuana Polom College Station, TX
DO NOT SIGN. I just cancelled my five year contract last October. I submitted a letter of cancellation and called. They said I would not be billed starting in November. I was billed for Nov. & Dec. I called in Dec. They said they would send a check and cancel service. Neither was done. I was billed for Jan. & Feb. I called again and they said the dept. that dealt was this was closed. I called my bank to dispute charges. I called Alder back. They manager for the correct dept. was unavailable to fix the problem. I AM DONE!!! My bank recommends changing my bank account number. THIS IS A NIGHTMARE. Somebody SHUT THEM DOWN!!!
4 years ago
Linda Begley ,
DO NOT USE ALDER SERVICES RIP OFF This company is a rip off. The ONLY reason I gave it a star at all is because it wouldn't accept my review with no stars...
I cancelled my service in Nov. after dealing with having to send in a formal cancellation letter then in Dec. I was billed for service I no longer had I called got no satisfaction . I have since been billed in Jan. Feb. after already speaking with numerous people and them telling me my account was cancelled in Nov. I have been on the phone for 1 hour and more trying to find out where and when my refund will be sent. all I get is they will contact their supervisor and take care of it .. same story I have been told since Nov. I want my money back and I intend to take this further until I get results.
I have never dealt with a company like this in my life.. I warn anyone considering a security company DO NOT USE ALDER..
4 years ago
Denise Sodowsky Amarillo, TX
HORRIBLE! I'd join a class action suit! Stay clear of these people no one should be forced to stay 6 years when the sellers said it was a 2 year contract. Very deceiving company and I can't wait to be done with them. Even if you become disabled during the time of the contract, they won't let you cancel but continue to bill you. This company is so deceiving! The worst company ever....even if you become disabled, they will keep billing you or you can pay the entire contract off----an HOW IS THAT POSSIBLE!!!! So very stressful when you have enough stress dealing with a new disability. NO, don't sign anything.
4 years ago
Cassie Pope Houston, TX
I have never dealt with a company that does business this way. I bought a home with an alarm system in it. The previous owner paid until his contract was up. They would NOT cancel his contract. They would leave him on hold for over an hour. Then they told him he had to sign a paper to terminate and would never mail it to him. When he stopped payment, they started harassing me and sending me notices saying they were going to send me to a third-party collection agency. I have tried calling and they tell me it’s canceled. Then I get another letter. I call them again and they say they will call me back and never will. I am reporting them to the BBB tomorrow, and I can’t wait till they see all these reviews. I am also calling Channel 13 in Houston. Someone needs to put a stop to this.
4 years ago
K Hill Moody, AL
We did not have a problem with Alder's monitoring. However when my 60 month contract expired, I canceled my contract both Written and Verbal 24 days before my next payment was scheduled.
Two months later I have called 5 times and have been passed around to different "representatives" with no help to stop the transactions and to receive a refund of $88.
They do not mind taking your money, but hope you don't need to cancel your contract!
4 years ago
Shafon addison Gainesville, FL
Hi I just got my service at 5pm on 12/16/19 I’m canceling in the morning n ordering a new credit card before they even take out they ain’t even put up the camera or door bell .All the did was the sensors n I’m taking them down now at 2:30 am they Lied about the contract they say it was none. I check my email and read over the information of the contract it’s a 60 month contract and instead of paying $35.00 a month it’s $67.00 a month I’m good and every review I read it’s the same I don’t want these problem I’ll just wait when I feel i find something better thanks but no thanks.
4 years ago
Richard Ramsbacher Strafford, MO
Only one star because a minus 5 isn’t possible. Poor communication and difficult to work with. Don’t disclose what is need to close an account after the death of my mother. After 5 months they informed me I need to return the equipment or pay 499 dollars as I have no way of getting the equipment guess what. Asked to let me know when they received my mother’s death certificate but nothing finally was able to have someone stay on the line until they received it but still had to pay another monthly bill. The hoops they make you jump through are nuts and once you get that done they add on one more thing. Customer service is not their strong point.
4 years ago
Brittney Profgan Bowling Green, KY
We did not realize how dirty of a company we were dealing with when signing on for our home in 2013 and for our business in 2015. We loved our original rep that signed us up 6 years ago and had no reason to question the integrity of the company until now. Not sure if it started off better and has just went down hill or if we were fooled originally, but regardless, this company should and will ultimately have to file bankruptcy when all the law suits eventually shut them down. We are moving and called to get info about having the system transferred and no one could access our account and things were so frustrating with customer service we just decided to cancel and go with a company we could trust to access our important information and monitor our home more securely. Come to find out they renewed our 60 month contract automatically without our consent 2.5 years ago when we relocated and took our system with us (which at the time we were told wouldn't affect our original agreement...it would simply just move with us and remain the same contract) and in order to cancel now we must pay 90%of the remaining balance, when all the while they have been charging us over $100 for both locations since when the new sign on amount is only in the $30 range for 36 months. We were told there is no way to cancel except to send us a letter we must agree to and I am now reading that everyone is promised these letters and they never come. So I will give them the 5-7 days and then filing my suit. My lawyer already said he has multiple people that have approached him about this company so looks like the courts will have a say soon.
4 years ago
Joe Anna Bolivar, TN
DO NOT purchase this security system. My mom is 88 years old. Her alarm system has constantly gone off. I (her daughter) have called the system 5 times in the last 72 hours to receive assistance. NO one will assist, nor will they send a technician out .
Therefore, my mom told me to cancel the system. She has been with Alder for 5 years plus. When I called to cancel , they put me on hold and played music for 90 minutes. Therefore, my mom told me to call the bank to cancel the bank draft to Alder.
On Monday, I am going to call the Tennessee Better Business Bureau and report how this company is scamming an 88 year old customer without providing service.
Bolivar, TN
Costumer: Joe Anna
Daughter: Yvonne
4 years ago
C Blackfoot, ID
I got my system in april 2019 and was told my rep owned the contracts in my area and if we didnt want it he could transfer at any time after deciding that's what we needed to do for financial reasons it's been a month and a half of saying one thing and changing it the next I was told i would receive my cancellation form in the mail never came my rep was supposed to be getting it overnighted to him no news on that. I just wanna be done with it. It isnt something we can afford anymore. I was also promised free months a few times and only received half of those. I also was unaware of the term although I'm told it was pre and post recorded I honestly wouldve never signed a 5 year contract but that's what the paper says
4 years ago
Reply from Alder
Thanks for your review. We apologize that you had this type of experience. Please know that we want to resolve your concerns as they relate to your account. Please feel free to reach us at with your Alder account number or phone number, and a resolutions agent can facilitate a solution.
Nov. 18th, 2019
Timothy Pearson Shawnee, OK
My wife and I have accidentally set our alarm off a few times, and have never received a call or notification. While on vacation, our neighbor set our alarm off while feeding our dogs. We didn't know until we returned home a week later. I am trying to cancel my service because I am not receiving the service I am paying for. I have called 6 times. Alder refuses to allow me to cancel. Refusing to even allow me to speak to an account manager. I have spoken to Mar, John, and Al. Mar being the absolute worst by far. They want to mail me a letter, and of course hold me responsible for the charges while I wait. Again, I'm not receiving the service I am paying for. But that doesn't even matter, because I live in a "fire at will state" giving me a legal right to cancel my service at any time. I am going to file suit against Alder. If anyone is interested, contact me. I tried to publish my email but it is not allowed. If enough people with valid complaints are interested, maybe we can file class action.
4 years ago
Reply from Alder
Hi Timothy. Thanks for writing a review about your experience. Please feel free to contact us at or let me know if you have any other concerns we need to address at .
Oct. 21st, 2019
Lisa Kilgore, TX
One of the worst security companies ever. I recommend do not used them. They Do not return calls they are taking money for a system that is not workIng properly and has been reported that it was not working. Mark the manager there is a joke he will not return a call and neither will Brice. We have been trying to call and work with is company for almost a month. This company is in breech of contract and is stealing from us by still processing our credit card. I have now put them under investigation and contacted my attorney. If they knock at your door and try to sell you a system ya better slam it. There not worth your time nor your money. Lesson Learned here. I wish I could give them no stars but I guess they at least want one due to that’s just the way they are. It won’t let you post a review if you don’t again a freakin joke they are. I would not put a Alder system in my dogs dog house!!!! Good luck from Texas!!
4 years ago
Reply from Alder
Hi Lisa. Thanks for your review. I'm grateful to hear from you, and I apologize for your experience. Please feel free to reach us at , or reach me directly at if you need anything else.
Oct. 21st, 2019
Gregg Ponca City, OK
I’d honestly give them no stars if that was possible. This is by far the dirtiest company I have ever tried to do business with. First off they lie about contract length. Then when you sign and see it was 5 years with a renewal clause that kicks in automatically instead of a 3 year. Also when cancelled and they have no problem sending a return label, the 100% will not tell you it only covers 15oz. You can’t even ship the empty box back for that. Not a big deal except it happened 3 times before they finally tell me it was bc the label only covers the 15oz. In the mean time you get phone calls from them which immediately put you on hold generally from 10-24minutes. Or they call, you say hello and they hang up which is basically crank calling and harassing. Last manager I called said it was their dialer that did so at least if they are truly recording that’s in file that they lied. Bc the girl that talked to me before said I was being unprofessional when she said I assure you our company doesn’t do that. Well your manager just said you did. Also they could care less if your system actually works. Camera didn’t work said my internet needed upgraded did that twice still no camera. They tell you they auto draft once a month when they actually do it twice a month. I’ve called and asked to speak to a manager multiple times and am always told they are busy. Ok so what is their job actually then? Crooked company that will be hearing from my lawyer soon, you should be careful not to trust them. They try and make you jump through hoops to end your contract or cancel anything in hopes you will get frustrated and just pay them. Wrong person this time.
4 years ago
Reply from Alder
Hi Gregg. Thanks for your review. I appreciate your candor and honesty, and I apologize for this experience you've had. Feel free to contact us at , or reach me at if there are any other questions or concerns we need to follow up on. Thanks again!
Oct. 21st, 2019
Judith Ewing Macon, MS
I, too, have had severe problems with Alder. I purchased two security systems with this company in June 28, 2014, one for my home and one for our business. I moved from my home in May 2015 and still continued to pay for the system. I checked the dates to make sure that the contracts would be completely gone and I have been trying to talk to customer service since June 1 about these ending contracts They tell me that "it is not my decision to end the contracts, but the discretion of Alder's management." They would not allow me to talk with an account manager at all. I have stayed on hold by phone for more than 90 minutes at a time and then they disconnected my calls. I decided to take matters in my own hands and stop payments on the 2 drafts; now the company calls my cell phone and business at least 1-2 times a day, harassing me over non-payment. I have paid Alder Holdings $6,676.80 over the past 5 years just like I agree to, whether I was in those properties or not The contracts are up and to pay them anymore means I agree to another 5 years of nothing. It feels like a jail term, except I am not free from them yet. I have moved from both properties and there is something totally wrong and misguided for a company to continue to demand I be a consenting customer and I am surely not. If I could give them a no-star, I would. I have written to the e-mails stated in other people's review (Scott I) and have had no response. I have written to [email protected] and evidently, they don't care. The original sale was a lie; I asked the young man if I moved, what happens? "We can move it with you or disconnect you if there is a problem having the service." Looks like both lies to me. So, today, I will take more harassing phone calls from this company, more rude and insulting banter, but at least I have quit crying and losing sleep over this. If you need home security, try a more reliable company, because it isn't this one. I hope there is a class action suit against this company and I will be the first to sign it and I have never sued anyone in my life. Am I for real? You bet. I hope this review helps someone else. They are not who they claim to be.
4 years ago
Reply from Alder
Hi Judith! I've sent you an email regarding your concerns. Thanks for your patience.
Sep. 27th, 2019
Krystal amie Houston, TX
If i could give this company no starts i would they told me that i could cancel at anytime with no pintaly when they first came out to our home now they are trying to say i have to pay for the 60 months that i singed up for however i did not sign anything saying that . i have all the document that were given to me and the rep signed my name on all the document and me not knowing until she handed me the envelope as she walked out the door. i even have a phone call with the a month after this service to let them know that i was moving and to let them come get the equipment they told me it would be 30 days before they could have some one to come out and remove it so i told here i would take e it to my new address . im trying to cancel being that my alarm has not been set for about 3 months due to the system begin tamper with so i can set it even if i wanted to . i a lawyer on standby i event contacted the BBB on them because this is a bunch of bull. i refuse to allow them not hold me to an agreement that i never even signed to begin with. i even sent over my hand writing for them to compare with the documented i supposed to have signed. PLEASE DON'T GO WITH THIS COMPANY
4 years ago
Reply from Alder
Hi Krystal. Thanks for your review. I apologize you've had this experience, but we're working to resolve this for you. Please let me know if you have any questions by contacting me at . Thanks again!
Sep. 30th, 2019
Brenda Garden City, KS
I decided to cancel my service with them when I seen their reviews and “I was right”. I cancelled in August and they said they would mail my refund since I had done all they asked for the refund return signed paperwork and send equipment back . 1 month later no refunded and on top of that they continued to automatically withdraw my payment!! When I called about my 200$ refund the sales representative was very rude, yelled at me told me to wait 3 more weeks if I wanted my money. I said it takes 3/45 business days to receive a check not 3 weeks I had already waited a month he got very ugly and told me if thats all you need then bye hung up. what a disappointment in this company horrible horrible service pls think twice on becoming a costumer
4 years ago
Reply from Alder
Hi Brenda. Thanks for your review, and for bringing your experience to our attention. I've looked into your account and made sure we're getting things fully resolved. Please call us at 844-442-5337 Ext 916 if you have any questions about the progress on your refund.
Sep. 30th, 2019
Angry customer Richmond, TX
If I could give negative stars on this company I totally would. Sales rep came to our house and my husband clearly stated he didn’t want contracts. The sales rep said he understood and now we are in a 5 YEAR contract! We also were told that we would get the first month free and didn’t receive that. We have been billed every month! Now we are moving and trying to get out of this contract because we will not be in the same home. We called the sales rep and he said it was totally possible but the corporate company says it’s not. We constantly keep getting the run around and no one is solving anything. I feel like we have to eventually get ahold of the news station to bring light to these scammers or an attorney to resolve this issue ourselves. I would not recommend this company to anyone. They are not trustworthy and when you keep calling customer service they act like they don’t want to talk to you or resolve your issue. This company needs to be shut down!
4 years ago
Reply from Alder
Thanks for your review. We appreciate your reaching out to us, and we'd like to make sure we help you. Please let us know either your Alder account number or phone number at so that we can take steps towards a resolution. Thanks again!
Sep. 9th, 2019
Scott Lebanon, TN
The experience with Alder has been at the very least, extremely time consuming and nightmare-ish. I highly recommend finding another company to secure your property. We have attempted to cancel service on a property that we no longer own, have called in several times to address the issue only to be put on hold for over 90 mins (on more than one occasion) and then told that a supervisor will call us back. We are still in the process of trying to get that handled. A tenant who was renting from us had them put a system in the home ( normally legitimate companies won't service renters because they are transient and many not stay long enough for the company to make a profit ) When the renter left, Alder sold my mother on taking service over and entering into a agreement when all she wanted was service for one month while prepping the home for sale. The home sold at the start of August and well into September it is still being used by the new owners. Very difficult to work with and based on my experience will take advantage of the elderly.
I hope this helps.
4 years ago
Reply from Alder
Thanks for your review. We've sent an email to you to come to a resolution. We appreciate your patience.
Sep. 9th, 2019
Fenessa Hattiesburg, MS
This is the WORST security company, ,I have had this service for approx. 3yrs in that time I called them on several occasions left several messages about the service not working or having a defect,, Yes they called back but to NO avail cause they wanted to charge $40 for someone to come out to check their equipment. They try to Beat your brains out with all these service ' unseen charges' But this is NOT an HONEST Company!!reporting to BBB
4 years ago
Reply from Alder
Thanks for your review. Sorry you feel this way about how things have gone. Have our tech support agents been able to troubleshoot your system yet? If not, you can call 844-442-5337 or email .
Sep. 5th, 2019
penelope Vashon, WA
Alder is the worst business I have ever dealt with. I believe their business model is actually a scam to keep you tied to their contract. They have an automatic renewal for 60 months unless cancelled by the client of the end of your contract. THEIR TRICK is that you must provide written notice to them 15 days before the expiration of the contract. But they will not acknowledge receipt of your cancellation.
I was also told by one of their telephone staff in the LOYALTY DEPARTMENT that any cancellation in order to be valid must be on their cancellation form that they will mail out to you. THE TRICK, they never mail their cancellation form. Call again, the agent says it is taking awhile to get it mailed to you, but it's in the mail. However, it never arrives. Last week, I have called and been placed on hold for over an hour, i have emailed, and mailed
a letter. NO RESPONSE. I have given notice that if do not receive this so call cancellation form by Septem,ber 1, 2019, I will tell my bank that Alder is no longer authorized to charge my credit card, I will contact the . Better Business Bureau, and I will contact my attorney. I refuse to be bambozzled into another 5 years with this company whose product is as shoddy as they are. In reading the other reviews, I know that this is Alder's customary business practices. I personally am going to pray for the company owners and all those that work there for the Bible admonishes us to pray for those who mistreat you.
4 years ago
Reply from Alder
Thanks for your review, Penelope. Sorry you feel this way! I'm working on resolving this for you with our resolutions team. Please feel free to contact them at if you have any more concerns or questions. --Scott
Aug. 23rd, 2019
Shawna Shepard Houston, TX
Jeremy, an unscrupulous and unethical Alder rep, came to my home in July stating, "Oh I see that you have a Vivint sign in your yard. We are in the area updating Vivint equipment, and we wanted to see if you wanted your equipment updated which includes 2 free cameras." I told asked him about his "Alder" shirt and hat, and he claimed that they were a sister company of Vivint. He stated that they are all under the same umbrella. He stated that if I upgraded my equipment, he would cancel my current contract with Vivint and start a new contract. He said that he does this all of the time, and it is standard procedure for upgrades. He said that he would ensure that it was canceled to ensure that there would be no "double billing". I also have Jeremy recorded on camera stating all of this mess. I checked my bank account on July 25th, and sure enough, I am billed by Alder and Vivint. Repeated attempts to call customer service have been futile, as all I get is the run around. All this company does is lie. I was told on one call that it can take up to two weeks to cancel out the pre-existing contract. I called again 2 weeks later be told it would be 30 days. I called a week later, and was told that they had everything ready, but I needed to contact Vivint because Vivint had failed to respond to their requests for a buyout. UHHHMMMM I thought you all were the "same" company. Lies lies lies. I even emailed these clowns the video of Jeremy, but these idiots still haven't done anything. I finally called Vivint, and they advised that legally, Alder cannot hold consumers liable for ANY contract that was entered into fraudulently. I called the city clerk out of Utah, and I found out that they were not even licensed to sell alarms in Texas. That is a law that they have broken, once again fraud. I have called and demanded to cancel to no avail, so I am sending the video, and all of this information to my attorney, the BBB, and the US Attorney's office. These people won't understand anything other than legal action, and trust and believe I don't mind. If any of these idiots knock on your door, please promptly dismiss them.
4 years ago
Reply from Alder
Hi Shawna! Thanks for your review. I appreciate your thoroughness and honesty. I'm sorry that this is how things have gone so far. I've reached out to your sales rep about this, and we're working on resolving your concerns. Please feel free to email me at if you have any other concerns or questions. --Scott
Aug. 23rd, 2019
Jason Wooster, OH
I’m having the same problem as everyone else with this so called security alarm company . I missed my cancellation date my 2-3 days and now they will not disconnect This crappy security alarm system that’s in my home. They want me to pay around 5 Thousand dollars to get out of my contract that I had no clue was for five years I was never told that from the representative that came to my house. I’ve been on the phone with them multiple times and still nothing has been resolved. I’ve told them to disconnect it and yet it still connected . So there for all that’s happening is my bill is going to continue to go up. They keep saying oh give the alarm system to someone else why would I do that this is a bad company and all they’re doing is trying to scam someone else. If you are looking to get this alarm system for your home do not do it run away. 🤬
4 years ago
Reply from Alder
Hi Jason. Thanks for your review. Sorry for this happening. We're happy to be flexible with your situation, but feel free to contact me at if you have any other questions or concerns. I'd be happy to look into your account and double-check the signed agreement and welcome survey we conducted with you. --Scott
Aug. 20th, 2019
Robert Beaman Huntsville, AL
I had a contract with them for 5 years which was over on June 15, 2019. I contacted them by phone on June 10 requesting to cancel the service. I was told I had to send my request in writing which I did to an address I was given. My letter was returned undeliverable so I received another address and sent the 2nd letter by certified mail. This letter was returned by the Arkansas State Police with notes about being unable to locate! Several days ago I received a letter saying I was $103 past due.
I called the number on the letter and was on hold for 1 hour and 15 minutes and never got a person to answer. I then sent an email that very day, August 12 stating all of the above and requesting this to be resolved or I would contact my lawyer and file a report with the Better Business Bureau. The email was sent to the email address on the message while on hold. It is 4 days later and there has not been a response! I am not surprised! I would strongly advise anyone looking for a security company to look elsewhere!
4 years ago
Reply from Alder
Thanks for your review, Robert. Sorry for this delay! We've cancelled your account. Please contact a resolutions agent at 844-442-5337 Ext 752 if you have any other questions or concerns we need to address.
Aug. 19th, 2019
T. Hadley
I was told by the representative Jordan G, I could cancel at anytime. After several months, I called Mr. G on June 28th, 2019 wanted to cancel the contract. He said that it wouldn't be a problem. I asked will someone be out to get the equipment, he said it would be cut-off and the equipment will stay in the home. He lied. I was billed in July 2019. I reached out to him again, he said it wouldn't be a problem... Finally, I was able to call Customer Service today, rude individual. She said I couldn't cancel, that the representative told me the wrong information. I asked for someone in Management, she said no. I have filed a complaint with the Attorney General's Office. I've spoken to an Assistants U.S. Attorney as well.
4 years ago
Reply from Alder
Thanks for leaving a review, and for being candid about your experience. I'm sorry this was how things went. Please feel free to reach out to me at with your Alder account number or phone number so we can reach a resolution. --Scott
Aug. 14th, 2019
CAROL BLESS BY SON KENT BLESS
Alder lied and told me they had a paper executed extension to my contract that expired 7.1.19 and lied to my son and daughter as well. Then when I sent in the copy of the executed contract from 5 years before clearly showing the expiration date, also the final contract payment, via certified return receipt, they ignored it, began sending more bills and refuse to communicate with me via letter as their phone call people were lying to me. Now they keep calling me and refuse to cease and disist it looks like I'll have to have my attorney get involved and also turn it over to the FTC. These people have no moral compass and take advantage of us retired people and prey on our purses. NASTY evil practices, I would never get involved with them again. :(
4 years ago
Reply from Alder
Thank you for your review. Sorry you feel this way! I reviewed your account, and confirmed that you (Carol) did verbally renew the agreement for 36 months. Please reach out to me at if there's anything more I can help with or answer. --Scott
Aug. 12th, 2019
Janet Estes Long Beach, CA
I received a form letter from Alder informing me my service was being terminated in April 2019. I paid my balance and expected my service was cancelled. I spoke with customer service after receiving another form letter in May. In July, I received the same form letter now with a balance of $229.95.
I spoke with multiple customer service persons, who stated a form called Cancellation Paperwork must be submitted by me before the account could be closed. One, of the customer service acct. managers, told me I could not receive the paperwork until the balance was paid. No managers were available when requested and wait times on the phone are ridiculous? My last call was 35 minutes long with 5 minutes of conversation and 30 minutes on hold.
4 years ago
Reply from Alder
Hi Janet. Thanks for taking time to write us a review. Sorry for this upsetting experience. I reviewed your account and I see that our account resolutions team is sending you a notice of cancellation and working towards a resolution. Feel free to contact me at if you have any more concerns or questions. Thanks again. --Scott
Aug. 8th, 2019
Disappointed Hot Springs, AR
RUN! Full of crap , a bunch of nice , fast talkers and and say yes and go to the next page of the tablet to agree people , they rush you so much that you don’t even realize you are signing a 5 YEAR CONTRACT for a half working service, I’m so disappointed and upset with alder , I would have never knowingly signed a 5 year contract to anything , and the alarm barley works , I’ve set it and come back and it set in a different mode that I didn’t set it in, I’ve opened the door and it didn’t even alarm or make a sound , don’t get your self stuck in a sucky contract with these guys , I wish I would have read the reviews before they came knocking on my door for 9 days straight and pressuring me into getting their service smh,
4 years ago
Reply from Alder
Thanks for your review. I apologize for what's happened, but I appreciate your feedback. Please feel free to contact us further to reach a resolution. I can be reached at --just let me know the Alder account number or phone number and I can look further into this for you. Thanks again. --Scott
Jul. 30th, 2019
Yillenni Martinez Dallas, TX
Do not use this company. They have deceiving contract lengths. We came to this company after a door to door sales came and told us we could cancel whenever we wanted, and the reason why we ask this was because we rent our home. We were told yes we could cancel whenever we wanted because it was not the type of contract were you pay fee for cancellation. Well, after paying the city $50 because we were not informed we needed a permit by ALDER we decided to cancel but according to the manager we ARE in contract and we have to pay if we want out. It doesn't matter that we were told otherwise by THEIR sales rep. He says they are not liers but if they send their on foot scammers to homes where people are over 90, people cant comprehen their policies, people who have disabilities. They hunt for vulnerable people and as a person with a disability I'm not going to take no, I'm going to report this company to the BB and make sure all my neighbor association know to shut their doors to ALDER. We might live in a low income community but some people here aren't going to tolerate for deceiving company like ALDER to scam our neighbors.
4 years ago
Reply from Alder
Thanks for your review. Sorry for this experience! Please feel free to contact us at with your Alder account number or account info so we can review your account and come to a resolution.
Jul. 2nd, 2019
Tmesia Cooper Houston, TX
I older Alder for my grandma who's in her eighties my grandfather just passed and we wanted her to be and feel safe now that she is home alone.We receive the equipment and tried to set it up but could not get a signal i called the rep John who sold us the service he also said if we have any questions or problems please give him a call. Well we called and called send text messages no response called into customer service who Transferred us several times and finally we got to the right department was on the phone for over a hour but still could not get a signal at the point we asked if we could just send the equipment back Because we had a 30 day trial, Was told yes but need a return label and send a letter of cancellation witch we did. We never did receive the return label I have to call numerous of times finally they said they were having problems with the label and that they will email it to me,well after 3 calls I finally got the return label sit to my email. Return the equipment waited a week call back to verify if it was receive Was advised yes,but in the meantime my grandma was charged 49.99 for an account that should have been canceled so not only did you charge her 148.99 to get started now you change her the 49.99 for the next month now this started back in MARCH it's now JUNE and i have called and called and called to see when her refund will be sent back to her and was told 10days two weeks ago called today and was told it will be a month now because they are backed up This is ridiculous to me you are taking advantage of customer's and Expresly the elders someone at that age lives on a fixed income and $198.99 is a lot! I will report this to the better business bureau. DO NOT USE ALDER FOR YOUR SECURITY SYSTEM I REPEAT DON'T DO IT!!!!
4 years ago
Reply from Alder
Thanks for your review. I appreciate your honesty and feedback. We hope to rectify these problems for you and for the future. Please feel free to contact us at if you have any more detailed concerns we need to know about.
Jun. 20th, 2019
Brenda Battleboro, NC
I received equipment during a home renovation in Oct with the understanding that when I was ready to get equipment installed all I had to do was contact Alder to get technician out for installation. After several attempts I finally set up a time. On day technician was to come I called to get a time for installation and was told that the technician was out sick. spoke with person on phone and explained that It had been several months it is now March. supervisor advised rep to cancell everything. In April 2, 2019 they refunded the payments I had made. An April 16th redrew 59.99 from my account. I contacted them on the 17th and they refunded it. On May 16th they withdrew 59.99 I contacted them and spoke with P. K on May 22nd. He informed me that the account was closed and that the refund would be credit back to my account. I asked for this information in writing and he sent me an email. As of today June 17th I am on the phone waiting to here what lie they will tell me next. Just spoke with representative. I was informed that they issued a manual check on June 3rd and that I should receive it in a few days. Ironic how it changed from going back to the original payment method. I will update if I receive the refund.
It is with great disappointment that your company is such a dissatisfaction and dishonest business.
4 years ago
Reply from Alder
Thanks for leaving a review, Brenda. I've confirmed that we sent you the refund you needed. Please call 844-442-5337 Ext 752 for any issues there. We would very much appreciate your revised review once everything gets sorted out. Thanks again. -Scott
Jun. 19th, 2019
Joanne Yuma, AZ
Buyer Beware! I just called to cancel my service because I sold my home and was told I was under a 60 month contract. Cancelation policy is @ 90% of remaining contract (I have had it for 1 year). My monthly charge is $49.99. So I would have to pay $2,399.52 to cancel their service!
I was totally unaware of the 5 year plan I was signing up for. I had my home on the market at the time, so I would not have signed it if I knew. And my husband of 45 years had just died, so I was dealing with all of his estate matters. Now I read that I will have a 30 day window to cancel when the 5 years is up. Better set some good reminders on the calendar!
I have done research on competitive products. $300 will set you up with all the equipment and they charge $10/month for 24/7 professional monitoring. DO YOUR RESEARCH BEFORE YOU BUY AN ALDER SYSTEM!!!
4 years ago
Reply from Alder
Thanks for your review, Joanne. Sorry you've had this experience. Please feel free to email us at so we can get into a better conversation about how things went when our sales rep first signed you up for services (as you mentioned you weren't aware of a five-year agreement). Thanks again. -Scott
Jun. 18th, 2019
Tanya Atlanta, GA
This company is a rip off they have been taking funds out of my account every week and I did not sign up for no weekly payments when I contacted them I was told I have to call back tomorrow to cancel my service and the rep on the phone was very rude and had a nasty attitude I would never ever refer them to someone then a supervisor approved me for 3 free months for the nasty and unprofessional service I got from a rep that came in my home when I called to ask about the free months they had no knowledge of it which the supervisor was in my home wrote it down on the alder pamphlet and even signed his name on it be careful when u pick home security because this is not a good company at all I rate them as 0 stars
4 years ago
Reply from Alder
Thanks for your review, Tanya. Sorry for this experience! Please feel free to either email us at or call a resolutions agent directly at 844-442-5337 Ext 752 so we can resolve these concerns as best as we can and improve your experience with Alder. -Scott
Jun. 18th, 2019
Catherine Palmetto, FL
NO ZERO OPTION. This has been a nightmare! Hopefully you will do your research before signing with this company and look elsewhere. When calling to cancel the service because we have not had them monitor our home for months and found the service provided when hitting the panic button to be useless during our emergency, my husband and I were made aware that our contract with this company locked us in for 60 months (five years)! The only options that we were given by the sales rep and corporate were 1) pass on our equipment and remaining contract to someone else (which I could not in good conscience do to someone else) or 2) pay 90% of our remaining contract ($2000+). If you had a similar experience, call the Federal Trade Commission and file a report instead of just writing a review. They'll fill it out for you.
4 years ago
Reply from Alder
Thanks for your review, Catherine. Feel free to contact us at with your account number or phone number so that I can access your account and work with you towards a resolution for your concerns. -Scott
Jun. 14th, 2019
Tom Bachman Lakin, KS
I guess we were sucked in just like several others here. I thought we were in for 3 years and when we had issues and wanted to cancel they tells us we had a 60 month contract . Luckily, we were only a few months away. Of course they don't want you to cancel so they promise anything. Our issue was the equipment failing and they promised to "fix it" Well all they were going to do was send me stuff for me to fix it myself.......and, by the way, they never did. Today, now that the contract is over I call to cancel my service and get nothing but the run around. "Billing" can't stop the collection of funds....WTF is billing anyway? Sent me to the "cancelation dept." I'm put on hold for 15 minutes, then when the guy comes on, he puts me on hold to "check your information" and when he comes back on promises me all sorts of things like "fixing your system" "reduced monthly costs"....NO, I just want my service canceled. So I'm put on hold AGAIN and after 10 more minutes I figure he's hung up on me. So I disconnect at my end and call back and talk to billing again. While I'm talking to the loser in "Billing" my phone rings, I don't recognize the number, so I don't answer. Meanwhile I'm put on hold again...so I notice I have voice mail and it is the guy in "Cancelation" who put me on hold, "I guess we got disconnected, call me back at this number and extension." So I hang up and call the 'direct number and ext.' I get voice mail. So I sit and wait for a return call....nothing for 15 minutes, so I call back and basically go through the same routine, but this time I'm on hold for 20 minutes and finally a recording comes on saying they are experiencing longer than normal wait times, to press 1 and I won't lose my place in line and they will call back.......that's been a freaking hour now.
I DO NOT recommend Alder security for anything. I guess I will call me bank and tell them to reject any attempt to take funds out of my account.
4 years ago
Reply from Alder
Thanks for this review, Tom. I appreciate all the detail and frankness. Sorry you've dealt with this customer service. We will go ahead and cancel your account since your agreement has been paid off. We do need to send you an official cancellation form first. I've requested it to be sent to you. Please let us know if you don't get it within 3 to 5 business days. -Scott
Jun. 6th, 2019
