Alder
1.6
6.0
Overall Score
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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
Jamie Floyd Walterboro, SC
Buyer beware. Salesman comes and does smooth talking and makes promises that never happen. Salesman discloses 36 month contract but its actually 60 month once I contacted them and I explained I was in Military and was moving per my orders. Alder customer service are rude and unprofessional. Installer drilled holes in my sheetrock without permission . If you have technical problems they send equipment for you to fix yourself and do not send a truck. Should have stayed with ATT. Alder just wants your money and doesn't care about things that are out of your control and acts of God. All they want is your money. I paid them faithfully for 25 months. If possible I wouldn't even give them a star. Alder is a SCAM , buyer beware.
4 years ago
Reply from Alder
Thanks for your review. Please contact us at if you feel you need to voice any further concerns. We'd like to help out and see a resolution.
May. 31st, 2019
Sharon Anchorage, AK
It’s too bad you can’t give a negative star rating. This company is the worst company I have dealt with. I contacted them in March, 2019, that I had sold my house and the new owners did not want the system because of bad reviews and a high monthly cost. I never heard from anyone for three weeks at which time they informed me that I had signed a 5-year contract. At no time was it ever mentioned that it was a five-year contract or a 3-year contract. When I signed the paper after the installation, I never saw anything typed in the contract length section. This company says”we care”. They don’t care about any customer. They are telling me to find a family member or friend to take over the contract. However, anyone I have approached about taking over has read the reviews and wouldn’t take over the contract if it was free. Their people keep calling me telling me they will turn it over to collections. They would never answer their phone or return a text, but they can sure call my number. This company says I need to pay 90% of the next 2-1/2 years plus pay to remove the equipment. Also, in the 2-1/2 years I have had this system has there ever been an upgrade. Now we all know how rapidly technology changes, you would think they would up date the system. I am paying $49.99/mo for only window and door security. Alder is the worst company I have ever had to deal with. Their customer service/billing are totally not into “we care”. Don’t use this company for your Security coverage. They deserve a minus star.
4 years ago
Reply from Alder
Thanks for your review. I want to help make sure we figure out a resolution for you. Please feel free to contact us at with your Alder account number or phone number. Thanks for your time.
May. 15th, 2019
Jesus Valdivia Anna, TX
Getting to speak to someone about cancelling your contract is the most extreme difficult thing you can do in your whole life. You'll grow old waiting to speak to someone. People selling you the contract are deceiving because they get you into a 5 year contract with the option to cancel anytime, but SURPRISE! You can cancel except you have to pay the rest of your contract. If you do connect with an "account manager" who then will transfer you to the "loyalty department" good luck getting anything out of that. Wait, you could get another 3 or 5 year contract! They never update your system in those 5 years even though technology changes every second. There really isn't anything good I can say about these service provider.
4 years ago
Reply from Alder
Thanks for your review. I apologize you feel this way. Feel free to email us at if you have any other concerns or questions that we can resolve with you. We're happy to make sure your system works well and keep you informed of any rate reductions or extra equipment available.
May. 29th, 2019
Michell Mitchell Houston, TX
This company totally sucks. They duped me into signing a 60 month contract. Lied about how long I had to cancel. And also lied about not running my credit. I was told by the representatives that came to my house that I would have no problem canceling services if I no longer felt I wanted them. They told me to call them on their personal phone but to call the call center so that's what I did. Now they are telling me at the call center that it was never documented that I wanted to cancel. Totally a lie. I have been bamboozled into keeping this alarm service. So please people before you sign up with this company do your research. Better yet just dont sign up. Ypu will regret it. If I could give zero stars I would.
4 years ago
Reply from Alder
Thanks for leaving a review. We appreciate your feedback, and we'd like to resolve your concerns with you. Please feel free to email with your Alder account number of phone number. -Scott
May. 29th, 2019
Andrea Perez San Bernardino, CA
Terrible service, I tried canceling the service and they told me that my contract was renewed and I have never signed anything. They told me that the agreement was done over the phone and the only times I have contacted them was to transfer the service when I purchased my new home and to cancel it. Would not recommend it at all. Also, all they comment here is to contact them over email or phone, for what so that they could deny cancelling it or have you pay a 90% fee. Look for another security system. They deserve a negative stars rating. We should all get together and start a law suit against them.
4 years ago
Reply from Alder
Thanks for your review! Please contact us at with your Alder account number or phone number so that we can review your account further and reach a resolution.
May. 22nd, 2019
Vicki Vivian, LA
I have had Alder only a few months, but it has been the biggest mistake I've made. The sales rep promised a video camera for the front door, but he didn't have any on him. They were supposed to come back and install one. Never happened. None of the equipment works correctly. When I called to get them to come fix it and put in the video camera, I was told it would be an extra charge. I gave them my debit card number when I signed up and the monthly fee is supposed to be automatically drafted. They call me EVERY month because I haven't paid them. There is no way to pay online that I see. They are HORRIBLE to deal with. I should have stayed with ADT. I only changed because Alder said it would be cheaper. Nope. Alder is higher than what I paid for ADT. Took down my Alder sign and put ADT sign back up in my yard! Would not recommend this company to any body I liked.
4 years ago
Reply from Alder
Thanks for your honest and open review. We are sorry to hear this. I would like to facilitate coming to a resolution for you. Feel free to reach us at with your phone number or Alder account number.
May. 16th, 2019
Kimberlee N Taylor Lexington, KY
No stars should be an option. Everything everyone says is true. The salesman tells you it is a 2 year contract and then when you get the contract, you find out it is five yrs and your 3 DAY cancellation window has passed. I am losing my house in a month and yet when I ask them "do I mail this equipment back or does someone come for it", I am told I can't do that until I either pay the 90% (of which she could not tell me the amount on the phone but would send a letter) or have it transferred to the new owner. I don't know the new owner and definitely would not recommend this company. HEAD THE WARNING!!! Do not get an alarm system with this company.
4 years ago
Reply from Alder
Thanks for your review and feedback. We apologize you feel this way, but we would like to help out as best we can and make sure you know your cancellation options. Feel free to email us at if you have any other concerns. -Scott
May. 8th, 2019
Sarah Wise Garden City, KS
The salesman was pushy, told us it was a 3 year contract when once you read the contract it was a 5 year with an automatic renewal that CANT be canceled in any way except with paper notification. My husband spent 2 hours on the phone trying to cancel before it renewed and still wasn’t able to accomplish this. We will NOT recommend them to ANYONE! We previously had Vivent and had a much better experience with them. If we get a home security system in the future it might be with them, but we will NOT work w/Alder again.
4 years ago
Reply from Alder
Thanks for your review, Sarah. Sorry for things having gone like this! Feel free to reach out to us at if you have any other concerns or questions. -Scott
May. 7th, 2019
Paul Bristow, OK
Bought in with the basic contract, added a service contract, also 2 outside video cameras, the back camera failed and took them 6 months to get it replaced the night vision hasn't worked right since. We signed on in 2016 tried to cancel today 04,30,2019 and was told we still have 2 years on a 5 year contract and the early termination fee would be 90% of the remaining 2 years about $1700.00, I don't remember signing a 5 year contract auto renewals are pretty much dirty pool, the cell phone company's aren't allowed to do it why is it ok for Alder?
You wait forever on hold when you call repairs take forever no adjustment on our bill for our dead camera we're not very happy.
4 years ago
Reply from Alder
Thanks for your review, Paul. I apologize for this experience you have had--I know it's frustrating when the system isn't working properly. Feel free to contact us at if you have any further questions or concerns.
May. 3rd, 2019
Diane Tallassee, AL
I have had this crappy service for 5 yrs this past Dec.
I moved a year and a half ago and called to cancel my service was told I was under 5 yr contract, and had another yr on my contract... the salesman told
Me it was a 2yr. Contract, I would never knowingly do a 5 yr contract on anything. So I continued to pay for another yr. I called today and tried to cancel and was told it had automatically renewed for another 5 yrs and they could not cancel. I was not told a yr ago I had to cancel in writting or that it had to be within 15 days prior to the date I was led to believe would be the end of my contract. This is an outrage and highway robbery. And I will be reporting to BBB, also will be filing a complaint with my states attorney General .I will also do everything in my power to let as many people I can reach with social media know to avoid this company. They are crooks and scammers .they trap you in a 5 yr contract because the service and equipment is so crappy , they know customers will be leaving in a matter of weeks.
5 years ago
Reply from Alder
Thanks for your review. Feel free to contact us at if you haven't yet so that we can make things go smoother for you!
Apr. 10th, 2019
Km Kelley Waco, TX
A salesman came to my home, no appointment, just showed up trying to tell me he was there to check and make sure I was up to day on my service/security. I told him I was with Guardian. He then proceeded to ask questions about who so and so was. It was my late husband who died 6 years ago. Then he said, Oh I guess you changed your name. I told him I never changed my name, women do not have to accept their husbands last name. This man was rude and the questions he ask were really none of his business. I certainly would not do business with a company that thinks a woman can't have her own name; and don't believe you when you tell them your spouse is deceased. They may check these so called people they send to people someone home.
5 years ago
Reply from Alder
Thank you for leaving a review. I appreciate your candor and honest feedback. Sorry things went this way! Please contact us at if you have any other questions or concerns. Thanks again. --Scott
Apr. 9th, 2019
Jesus soto Sun City, CA
I honestly feel like this review needs to be written and heard. I originally had a good salesman helping very attentive and reaponded immediately. However after reading my contract which is NOT what the salesman stated over the phone, I immediately knew I had to cancel!
(The nightmare begins)
Calling to cancel is like trying to talk to the president! You get placed on hold of crazy amounts of time to get a Jerk that thinks its cute to be rude, only to pass you back on hold with nobody in cancellation ever picking up the phone!?!?!
So I sent 7 emails cancellations with yup you guessed it NO Response!
I called again after work thinking okay I can hold until they close I’ll put my phone on speaker and go about my night.... NOPE cancel department is “closed”
I don’t know how to stress enough, DONT make the same mistake I did and entertain this BOGUS company! If u can’t get anyone to answer your cancellation your certainly NOT going to get a response to a alarm to a burglar!!!
Run for the HILLS!!!!!!!!
5 years ago
Reply from Alder
Thanks for your review. I apologize for your experience so far. Please feel free to contact us at 844-442-5337 Ext 752, or email . I'd like to see that we provide solutions for you. --Scott
Apr. 9th, 2019
Annie Rogers Opa-locka, FL
We have had Alder security for over 5 years, already completed a 5 year contract. Probably longer because we were with AP also. My experience was calling Alder wanted to upgrade my system the person I spoke to seem to me that he didn’t wanted to be bother. So I was approached by another company and sign up with them and when I called to cancel that’s when I was told that I would have to pay over $1,400 to payoff my contract. So now I stuck paying $47 monthly to Alder, because there was no way I was just going to write a check of money I don’t have, paying for NO SERVICE I guess I will be paying this until I payoff the $1,400. ( HIGHWAY ROBBERY) Who would remember that in your contract it says automatically renews, that’s CRAZY!!! I know it’s all about not losing a customer, ALWAYS ABOUT THE MONEY. Company should send letters letting you know this in advance. IT IS NOT FAIR!!!!!
5 years ago
Reply from Alder
Thanks for your review. Please reach out to us at with your phone number or Alder account number so that we can come to a fair resolution in regards to what's happened. Appreciate your time! --Scott
Mar. 20th, 2019
Millie Patterson Opa-locka, FL
It is the first time, that I write a review. I am very dissatisfied with this alarm company, my reasons. I want to say that I am disabled so I receive a monthly payment.
The salesman lied to me, at the end of the contract, he told me it was 1 year and it turned out to be 5 years.
I tried to send the payoff of the contract because I can not get out of it, if I do not pay full, (I've been waiting 2 months) I made multiple calls to the Alder Alarm company, without any results.
They are bad at fulfilling what was promised.
5 years ago
Reply from Alder
Thanks for your review, Millie. We appreciate hearing your feedback, and we also apologize you've had this experience so far. Please reach out to us at with your account number or phone number so we can look into this further and come to a resolution for you. -Scott
Mar. 19th, 2019
Jenny Las Vegas, NV
If I could give them 0 stars I would. My father suffered a stroke in November of 2018. He had to move in with me since he was unable to live alone much less operate the security system. After many attempts to get this disconnected, as of today, 2/27/19, it is still not disconnected even though the equipment was removed in early January. He is still being charged a monthly fee. I have repeatedly sent in my power of attorney along with a letter from his doctor stating that he is not capable of operating this equipment. They seem to have a fatal flaw in their operating procedures. He set off his alarm several times, the police came out, called Alder and they can't even give the police officers the code to turn it off. What happens with aging clients and memory issues? Shouldn't there be some sort of way that this can be handled? Don't use this company. They will go to the ends of the earth to keep charging someone for a security system.
5 years ago
Ashley cobb Tuscumbia, AL
We have had Alder security for over 5 years, already completed a 5 year contract. We were NEVER notified that it would automatically be extended another 5 years. We just sold our home and haven’t bought another one yet so we called to cancel the service for now and were Told no that they can’t turn it off because of the contract we knew nothing about. So basically we are paying for a security system we don’t even have because we don’t even live in that home anymore. This company is absolutely HORRIBLE. When my husband became upset on the phone with the manager the manager HUNG UP ON MY HUSBAND right after saying he will not turn the system off. I have never seen such horrible customer service. We are contacting an attorney first thing tomorrow to do whatever we can to get out of this. I will let every person I know how horrible this company is. All we wanted it to turn off the system and be done and it’s turned into us paying for something we don’t even have for FIVE years. Just horrible.
5 years ago
Reply from Alder
Thanks for your review, Ashley. Sorry you feel this way! I apologize for your recent experience. Please contact us at , and we will respond as soon as possible to figure out a resolution with you. Thanks for your time. -Scott
Feb. 19th, 2019
Helen Locklear Pembroke, NC
I purchase the basis Alder system and used it through the year. I decided that after the year I no longer needed the security system at which time I called the Alder company and asked that service be discontiued. I was told that the term for the security system was a five year agreement. I don’t recall the sales person mentioning a five year agreement. After speaking to a Alder representative I reviewed the paperwork which was provided after the security system was installed and did not find any mention of a five year commitment. Recently I reviewed the Alder Security webpage and found that agreement of the security system was a three year agreement, not a five year agreement as one of their representative told me by phone. I no longer trust this company and will never do business with them again.
5 years ago
Reply from Alder
Thank you for your review. Sorry you've had this experience! I'd like to look into this and find a resolution for you. Could you reach back to us via private response here or at with your Alder account number or phone number? Thanks again. --Scott
Feb. 5th, 2019
Dc West Jordan, UT
My daughter had a salesman show up at her door give her the sales speech, at that time he told her there was no contact. My daughter then told 4 family members of the (including myself) of this awesome deal. We all signed up, biggest mistake ever. The salesman told all of us that the best part of Alder was there was no contact you could cancel at anytime. Also we we were not told that you have to register your alarm with the city in which you live. We had 2 false alarms, which was due to the tech not putting in the sensors correctly.
We all have had horrible experiences with Alder. We want to get out of the so called not a contract.
I WOULD NOT RECOMMEND ALDER TO MY WORST ENEMY. Poor customer service as well.
5 years ago
Reply from Alder
Thanks for your review. Sorry you and your family have had an unfavorable, frustrating experience with Alder so far. This is never our end goal when we first set our security systems up. Please feel free to contact us at with your phone numbers or Alder account numbers, and we'll do our best to respond in a timely manner. --Scott
Jan. 22nd, 2019
Adelena Chavarria Lubbock, TX
I was offered a 3 day no obligation trial from a door to door representative for Alder. I was told upon canceling in these 3 days I would get a refund of my initial equipment setup. I was told by the equipment technician that I could call and get someone out to pick up my equipment. Not only did Alder charge my bank account for a payment after calling within the 3 allotted business days for the trial, now I'm told they don't send out technicians to pick up equipment. So now I'm told my account won't be refunded until they recieve my equipment. So in short I'll be waiting close to 2 months to get my refund and cancel account I was told I could cancel in 3 business days! !!!! It is a scam and a way for a business to steal your money by using loop holes against you. It is false advertising. They set up without home owners permission with his information.
5 years ago
Reply from Alder
Thanks for your review. I'm sorry you feel this way--There is a process to canceling the account, and we're making sure we're doing everything required to close the account. We will refund all charges. If you have any further concerns, please reach out to us at 844-442-5337 Ext 752 or email . Thanks again. --Scott
Jan. 10th, 2019
Connie Peterson Salt Lake City, UT
This company tricked my 84 year old mom into resigning a 5 year contract 5 months before her first contract with them expired. They tried scamming her over the phone the first time but I was able to cancel that one..then 4 months later someone came to her home telling her they are doing system checks on her equipment. Once he was in the house he told her to sit on the couch and talk to someone on his cell phone. They totally scammed her into a new 5 year contract 5 month before hers expired and her fee went up. When I called they were rude and aggressive and refused to help. They stated she was locked into a 5 year contract and if we cancelled we would still owe them the entire amount of the contract $3600 We have had nothing but trouble from the system that malfunctions alot. Avoid this company
5 years ago
Reply from Alder
Thanks for your review. We apologize for this experience you and your mother have had. We always strive to present agreement information clearly and honestly. Go ahead and contact us at so that we can come to a resolution and go a bit more into detail. --Scott
Jan. 7th, 2019
Cindy Pritchard Anchorage, AK
I too am not happy with alder... 2 yrs ago roughly a guy shows up at my house n says they are the sister company to vivant which was my security at the time .... he pretty much pushed his way in we talked I was told to write vivant and cancel my contract with them and if I was charged the following month to let him know and he would cut a check right away ya well that never happened and after many phone calls was told the same thing as all the other people here... someone will review n get back to you ... check is on the way... blah blah blah THEN this happens I accidently burnt something cooking and after saying I don't need the fire dept they show up anyway... fine great thanks for checking on me I call to see why a sensor isn't working and they proceed to tell me my EX IS THE PRIMARY on the account and that they need to have his permission?? I say how is that possible we don't and never have lived together it's ALWAYS been MY account I'm the one who pays the bill then i get told they have to talk to him to get him off account?? Are u people SERIOUS? Im not sure how he even got on the account in the first place and after MANY MANY phone calls talking to supervisors being told paperwork to get him off the account is on the way which mind you has to this day never arrived as well hes still on the account! then I moved to a new place
asked to be put on like a hold or stand by wat have u until I found a new place that was in May it's now the middle of Dec and they have charged me every single month since May for a system that's not even up in my new place! I've called n asked to have it put back several times and no one has showed up yet... also I had to take my system down myself when I moved not a super big deal but that's the last thing I wanted to be doing. They say they put notes in my file but every time I've called I've had to go through the entire story again n AGAIN n nobody seems to know anything about anything to include supervisors.... I'm ready to just jump fence n contact the CEO of Alder and see if he/she knows anything about their "great" company! You guys REALLY need to get your you know what together because at this point Alder really sucks and I regret leaving vivant!
5 years ago
Reply from Alder
Thank you for your review, Cindy. I apologize you've had this experience--it's not a good one, and I hope we can improve it! Please reach out to us at so we can come to a resolution to your concerns and make things right going forward. We appreciate your working with us. Thanks again. --Scott
Dec. 17th, 2018
Cahty Hayes Indianapolis, IN
I had my system with Alder in July of 2018...Still today Dec 11 2018 I have not received the buyout payment to give to my other security company. First the representative never called my other security company to to get the buy out price...I had to do it...now that they have the information they still have not sent me the check,..I have called Alder six times and each time I call them all I get is "they'll talk to the person that handles the buyout and get back with me...No one never returns my calls..not even the person who issues the checks... The representative keep saying "it's in review"...what needs to be reviewed? And why is it taking 6 months to review....Alder does not take care of their customers or business...I will not recommend their company to my worse enemy..
5 years ago
Reply from Alder
Thanks for your review. Sorry that you've had this experience and for this delay! I checked your account and saw that we approved your buyout check today to be mailed out to you. Please email us at if you experience any more unnecessary delay. --Scott, Account Resolutions
Dec. 13th, 2018
Angel Sun Valley, CA
Customer service reps are absolutely rude when they don’t get what they want. I have been deceived to renew my term with residential follow up on a system that had been not working for months. They offered to keep the same rate and have the service added. I instead get a package for me to fix the box. Something that has yet to be done since a repairs are needed and I pay for a service. I get a call today to offer a renewal on my warranty that will expire in 2021 for free service repair if I agreed to extend it longer (another contract) I asked the rep that if it’s in warranty someone should come fix it, said yes only if I accepted the additional time? I said there was no way if they told me tHat recently I tried to cancel and was transferred Ana out on wait, why would I want to extend their service if alarm is till not working. That it was ridiculous, he said I was ridiculous because the intructions were on the package and I could do it myself. I told him I had just proved my point that it’s deceiving and no reason to extend. That he was rude and I should escalate matter. He laughed and said well then you can fix it yourself. I was not surprised I’m sooo unhappy with the alarm and service and now they won’t cancel and I’m
Stuck with them for 2 more years. I hate their service!!!
5 years ago
Reply from Alder
Thanks for your review. Sorry this has been your experience so far! We'd love to discuss this with you in more detail. Please contact us at with your Alder account number or phone number. Our account resolutions team would like to make sure we smooth things over as best as possible. Thanks again. --Scott
Nov. 26th, 2018
Ryan Cleveland, OH
Horrible customer service, horrible pricing, horrible sales persons who dont disclose what they are locking you into. I have had alder for 2 years and I was told I'm locked into a 5 year contract when the sales rep said I had a 12 month contract and could call to get my rate lowered after one year, they would not work with me charged me $99 dollar installation fee when it was supposed to be free, they call my parents phone instead of mine when the alarm has gone off so I have no idea my alarm even goes off, the app doesnt do anything it should and only works half of the time. Over all I would NEVER ever recommend Alder to any body. They are a new company and need to fix their flaws before they should even be considered.
5 years ago
Reply from Alder
Thanks for your review. We're happy to hear from you, but we apologize you've had this experience so far. Please contact us at so that we can engage in a more detailed dialogue and resolve these concerns you have. Thanks again. --Scott
Nov. 14th, 2018
Frustrated Ashdown, AR
Potential customers, BE WARNED !!!
We have had a contract with ALDER for approximately 2 years. Each time that we have a problem we are told that 1. They have no technicians in our area, or we are put on the schedule and the technician is s no show. ALDER has also told us that they can only schedule us for next MONTH.
There is NEVER a credit offered/ given for down time. I have list all confidence in this company and their promises.
When we signed up for this plan, my husband was experiencing serious medical problems and we felt that we needed extra protection. Had we researched this company, we NEVER would have even considered them.
In my opinion, it is a TOTAL RIP-OFF AND MISREPRESENTATION!
5 years ago
Reply from Alder
Thanks for your review. We apologize for the experience you've had so far. We're happy to work with you to resolve your concerns and answer your questions. Please contact us at with your Alder account number or phone number. Thanks again. --Scott
Nov. 7th, 2018
linda frierson Sumter, SC
I wouldn't even have given them one star if I didn't have too!! This company has taken advantage of my elderly mother and refuses to cancel the contract after it was reported to them that their door salesman actually signed the contract for her!!! When my mother told him that her daughter usually takes care of stuff for her and I wasn't there at the time he said "no, it's ok, i'll help you take care of it". He pretty much pressured her into giving him her information, I sent all the equipment back to them within a few days of locking her into some crazy 5 year contract and they still refuse to cancel. I will be seeking legal advise and also BBB is my next stop!.
5 years ago
Reply from Alder
Hi Linda. Thanks for your review. I apologize for your experience so far. We'd like to come to a prompt resolution for you and make sure we answer all your questions. Please contact us at with your mother's Alder account number or phone number. Thanks again. --Scott
Nov. 2nd, 2018
TONY San Antonio, TX
This company is horrible! The tech drilled holes in areas, then asked if the placement was fine. I stated no, then stated he would fill the holes and did not. 1 days after installation, the sensors fall off of the doors, it takes over 10 days to get repaired and in the mean time, use tape and do it yourself. Alarms have falsely gone off several times. I ask to cancel and they wait a week to get back to me only to ask me to put it in written form. Then, we get two false break in alarms and a carbon alarm only to find the fire department about to break my door down. Finally, they said I had to take down the stuff myself and mail it to them when I was guaranteed a tech come and reinstall my old system if I didn't like Alder. LIARS!!! BBB is my next stop for a report and comments. Going back to ADT alarm.
5 years ago
Reply from Alder
Hi Tony. Thanks for your review. Sorry you have had this experience. We want to resolve your concerns however we can. Please contact us at with your Alder account number or phone number so we can have a more detailed conversation. Thanks again. --Scott
Oct. 31st, 2018
Curtis and Deborah Brown Talladega, AL
We signed up with Alder when it was American Profection on a promotional 6 years ago. I called in three years ago to cancel and was told that we were in contract for 6 years and would have to pay over two thousand dollars to get out of it. So we waited until the contract ran out in March or April. We got another company. I called when I found out they were still taking money out of the account. Austin said we had to call to cancel and you all will send papers to cancel. This does not make any sense. When a contract runs out it's over unless you renew. We want our money refunded. I will tell other people I know at my church and neighbors that have you.to beware of you. Thanks Deborah
5 years ago
Reply from Alder
Hi. Thanks for leaving a review! We appreciate hearing from you, and we apologize for your concerns. Please contact us at so we can discuss the account in a bit more detail and get things straightened out for you. -Scott, Account Resolutions
Oct. 18th, 2018
Sam Birmingham, AL
We moved houses so I tried to cancel my policy. I was told they have to MAIL you a copy of the contract so you can figure out how to cancel, they can't tell you anything about your policy over the phone. When I received the policy, it read that you have to mail them a letter saying you want to cancel or they automatically sign you up for 5 MORE YEARS of service. Their customer service rep had previously specifically told me on the phone that they would not automatically sign me up again because "that would be unethical." I agree. Luckily, I had a month left so I got the letter out in time. Our motion sensors also never worked correctly and they did not come fix them when I complained. DO NOT RECOMMEND.
5 years ago
Reply from Alder
Thanks for your review, Sam. Sorry this has been your experience so far. Please feel free to contact us at if you have any concerns we can resolve for you, or if you'd like to engage in a more detailed dialogue. Thanks again. --Scott
Oct. 10th, 2018
Dan Madison, AL
Just got off the phone with Alder expecting to cancel my service as my contract was up only to be told my contract renewed for another 5 year term automatically without any notice. Sure enough, the contract does state this and sure you can cancel - in writing ONLY within 15 days of the contract end date (without paying any fees) which you're never reminded of. 1,827 days of contract and you have a window of 15 days at the end of the contract to cancel. No if's, and's or but's. Do they explicitly tell you the cancellation terms when you sign up? Of course not. Do they tell you the cancellation terms when you call in? Nope. Do they give you the courtesy of reminding you when your contract is up or when those last 15 days are? Not unless you're in one of the few states which legally require it. Are they willing to work with you on it if you're unhappy? Why would they? You're on the hook for another 5 years and if you cancel at that point you're going to pay for 5 years of service up front which you'll never receive. So much for customer service.
5 years ago
Reply from Alder
Thanks for your review. Sorry you've had this experience. Please reach out to our account resolutions managers, as they can take care of this concern with you and come to a fair and speedy resolution. They can be reached at 844-442-5337 Ext 752. --Scott
Oct. 8th, 2018
Denise Brown Muskogee, OK
BEWARE!! Absolute nightmare. They cancelled my contract after 3 months of having their crappy “alarm system”. They never paid off my old alarm buy out, continued to charge me for services that I wasn’t receiving and still had the nerve to want me to send them back the crappy cameras that didn’t work. They didn’t call back when they said they would, they wanted me to wait 3-4 weeks before fixing a problem that their installation man caused, which means my home wouldn’t have been armed for 3-4 weeks with a security system. Now they have kept the money I paid for services that weren’t rendered. Horrible company. My loss is your gain. Don’t fall for their scam!
5 years ago
Reply from Alder
Thanks for your review. I apologize for your experience. I do see that we've cancelled the account. Please feel free to contact us via if you have any other questions or concerns. --Scott, Account Resolutions
Oct. 3rd, 2018
NaDine Marshall, TX
This is the worst by far and their customer service is next to nothing. I am cancelling my service with them and they keep asking for a final bill or a contract with the previous company which I do not have a contract. They were doing a month to month payment with me. Then another rep asks for my bank account in which I was doing auto withdrawal. Then they say that would not work. I don’t think they really know what to do other than to mislead customers and not have good people skills. I would not recommend them to anyone unless that person wants to be misled or swindled out of their hard earned money. The Better Business Bureau need to take a serious look into this misleading company with unethical practices. They are manipulators who try to use scare tactics. Those do not work on everyone. The company is full of unskilled people that delivers very poor customer service.
5 years ago
Reply from Alder
Thanks for your review. I apologize for your experience so far! I'd like to help make sure we resolve your concerns. Feel free to contact us at with you phone number or Alder account number. I want to make sure you can feel more comfortable with things. Thanks again. --Scott
Sep. 27th, 2018
Karen Cooper Macon, NC
I am really upset that this company( Alder )didn't tell me that this freaking contract was binding for 5 years or else you will have to pay over 3 grand to get out of the contract!!! I really want to get out of this companies grasps because I had a decrease in income and I cannot afford it anymore. I don't want a lesser plan but I want out of this completely!
5 years ago
Reply from Alder
Karen, thanks for your review. Sorry this has been your experience so far! We're happy to defer payments for you or look into other solutions. Please reach out to us at so that we can have a more detailed dialogue. Thanks again. --Scott
Sep. 17th, 2018
Rhonda Mueller Wasilla, AK
I had Alder for years, whenever we went on vacation and armed the house there was always a malfunction. Finally got tired of being stressed while away from home so called and canceled the service. They were very rude on the phone and stated I had a contract with them. I told them I had the unsigned contract right in front of me and even sent them a copy of the unsigned contract with the bogus bill they sent me. Then they stated I committed over the phone which makes no sense if I wouldn’t even sign a hard copy. I stopped the auto payments and continue to get bills in the mail and threatened to be turned over to collections. I kept getting calls from them so blocked their number or just don’t answer if I don’t know who the call is from. This is a bully company and I would not recommend.
5 years ago
Reply from Alder
Thanks for your review, Rhonda. Sorry that you've had this experience so far. I'd like to look into your account and work towards a resolution with you. Please feel free to reach us via so that we can have a more detailed dialogue. Thanks again. --Scott
Sep. 18th, 2018
Kristen Sorrells Hope, AR
WARNING‼️I have had the worst experience EVER dealing with this company. Dating back to June when the system was installed, first they left my house with wires hanging everywhere because the lady clearly had no clue of what she was doing and had to come back the next day because it had taken her like well over 2 hours already and she still couldn’t figure out what was wrong. So, the next day she finally got it figured out and then later that night we couldn’t even set the alarm because every time we armed it for stay the alarm went off. She came back and supposedly fixed it but didn’t so they had to send someone else out the next WEEK! During this time while we waited. we went on vacation and came back to my son bike being stolen and went to look back on our cameras and GUESS WHAT THEY HAD STOPPED WORKING FOR THE WHOLE WEEK WE WERE GONE ON VACATION!😡 So we couldn’t even reference the camera to see who had stolen my son bike. Then when the man came he took my motion detector that I had told them I wanted and said I could keep it over the phone but the installer said he was told to replaced it with a glass break censor which I already had! Then on top of all this they never canceled my previous alarm system like they said they had so we were charged for two systems in a months time. THEN to top that off I was lied to about what all features they system had that I told them I really liked about my old system like being able to control my Heat and Air. After all this I was just FED UP! So I called the representative that sold it to us to cancel it and he told me he was taking care of it but DIDNT because I found out just last week they had billed me for it on August 20, 2018 and THEN I was charged more for it than I what I was told I would be! So when I called to cancel they were no help! They were rude! Tried to manipulate me into keeping the system and refused to discuss with me my options, claimed they could only mail it to me. So I just got it in the mail today and it stated I MUST PAY 90% ($3,000) of agreement before canceling...otherwise the payments will continue!!😡 So i called and I just got off the phone and again they tried to manipulate me! NO WAY! And I will not be paying for crap that was sold to me under FALSE CLAIMS!
5 years ago
Reply from Alder
Kristen, thanks for your review. I appreciate your feedback, and I apologize for what has happened so far. I'd like to look over your account and figure out the best resolution with you. Please contact us at so we can engage in a more detailed dialogue. Thanks again. --Scott
Sep. 10th, 2018
Lisa McBee Southlake, TX
I have moved from my home where I used Alder. I no longer need the services as my new home has a different system installed. I called today to cancel my service and they indicate that I have no option to do so. That either the new buyers can take over the account or that I can transfer my account. They indicated that I would have to pay a 90% penalty should I simply cancel but could not tell me what that amount would be. They indicated they could only send that information to me via regular mail, which will take days. They said there was no option to send the info via email or even provide the info to me over the phone. This is a BAD, MANIPULATIVE business practice, leaving customers in the dark about their billing/customer service practices. I will be contacting the BBB about this company. I will also be leaving bad review on social media sites, warning my friends and family of this tyrannical company. I have requested a supervisor call me but have yet to hear from them. What happened to the customer is always right? What happened to business transparency? This is totally unacceptable.
5 years ago
Reply from Alder
Hi Lisa. Thanks for your review. We apologize that you've had this experience so far! Please reach out to us at with your account info so that we can come to a resolution for you and make things go more smoothly. Thanks again. --Scott
Sep. 6th, 2018
Pamela Rayford Killeen, TX
OMG!!! I just had a crook ring my doorbell!! :O People PLEASE be wary of service technicians coming by your home unexpectedly!
I have had ADT home security for 10 yrs. I have and ADT sign posted outside and stickers on my home window. Just now (approximately 10 minutes ago) my doorbell rang. Upon answering, there was a young man at the door dressed in shorts a dark blue collared t-shirt and dark blue baseball cap wearing a lanyard around his neck. The young man proceeded to tell me he was from ADT and was sent to "update" my home security system with a new "chip". He stated he needed to enter my home to see my security keypad. I informed him I do not allow strangers inside my home without prior coordination, announcement from their company that they are coming. I stepped outside to speak to him. He goes on to show me a pamphlet w/a picture of my ADT home security system keypad in it. I verified the picture was indeed my keypad. He then begins to tell me that if there was military in the home, they could get a discount but that he needed to enter my home to update the pad with a new chip. I verify that I'm retired military. He then asks my name and information and attempts to fill out paperwork w/said information. At this point I notice the word "Alder" printed on the left breast of his t-shirt, his lanyard, his baseball cap and his pamphlet. I ask him "what is Alder"? He begins to stutter and tells me it is a section of ADT. I ask him to leave the pamphlet, let me look over it, google Alder and verify w/ADT that they had in deed dispatched him to my home. He then begins to double speak about how if I called ADT they would tell me Alder was a separate company. I turn away while he is talking and go back into my home. He continues on down my block.
I google Alder once inside and find they are a security company who uses deceptive business practices to get people to use their services. I then called ADT....who verified they had sent NO ONE out to update my system!!!! I would like to warn the general public about this company.
5 years ago
Reply from Alder
Hi Pamela. Thanks for your review! I appreciate hearing what happened, and I apologize for this experience. We are a legitimate alarm company, and I apologize for the choices that particular sales rep made and his being unclear with you. Do you remember his name or badge number? I'd like to make sure this doesn't happen again. Feel free to email me at with a response. Thanks again. --Scott, Alder Account Resolutions.
Aug. 27th, 2018
LILLIAN BELL Alexandria, LA
THIS COMPANY IS DETERMINED TO WORSEN IT'S RECORD. FIRST OF ALL, COULDN'T GET IN TOUCH WITH ANYBODY TO CANCEL UNTIL IT WAS TOO LATE, SO THEY SAY.
THEY SENT A REPLY THAT THEY WERE TRYING TO CONTACT US TO PICK UP THEIR EQUIPPMENT, AND THEY WOULD REFUND THE CHARGES.
NOT ONLY IS THAT NOT TELLING THE TRUTH, THAT THEY TRIED TO MAKE CONTACT, THAT IS SO VERY NOT TRUE. CALL WAITING WOULD HAVE INDICATED CALLS MISSED WHEN I CHECKED.
ALSO, IN A MONTHS TIME I HAVE BEEN BILLED TWICE IN JUNE, AND EARLY JULY, AND NEITHER AMOUNT WAS THE PRICE QUOTED, BUT MUCH HIGHER
AND TO TOP IT OFF, IT LOOKS LIKE THEY HAVE CHANGED THEIR NAME?
5 years ago
Reply from Alder
Thank you for your review. Sorry to hear this has been your experience with Alder so far. Of course, we never leave any customer hanging with two bills to pay, and we are more than happy to proceed with a buyout check. Please reach out to us at , or call our account resolutions team at 844-442-5337 Ext 752. Thanks. --Scott
Jul. 9th, 2018
Allison Harrison Louisville, KY
I had a service call appt with Alder today 7/2 between the hours of 11-2 pm Eastern time. At 2:03 pm, I called to ask about my appt and was told that the service tech would arrive shortly. I called again at 2:30 customer service could not reach the service guy by phone before I was bounced around on the call. I had to MISS an entire day of work without pay for your service tech not to show up and not to even call! I am a very dissatisfied customer, you bill late and do not show up for appointments and your phone hold time is too long. At this point, my husband and I are very unhappy with Alder and prefer to DISCONTINUE our contract and service immediately with Alder. You have VERY VERY POOR customer service!
5 years ago
Reply from Alder
Hi Allison. Thanks for your review. We're sorry that this has been your experience so far! Please contact us at with your phone number or Alder account number so that we can come to a speedy resolution concerning your appointment. I'd like to make sure we make things right for you! Thanks. --Scott
Jul. 5th, 2018
Ashley S. Lynchburg, VA
If I could give this "company" 0 stars, I would in a heartbeat. Absolutely 100% con artists. We gave them a try after one of their little door to door salespeople gave us their speech, and about an hour after the install I did more research on the company and found out that they had a wimpy 2 star rating with the BBB. We called to cancel immediately, as we were told there was a 3 day trial period in which we could cancel at any time with no fees.
Let me talk about the run around we got from the very first time we called. Firstly, you have to FAX your request to them to cancel your services, because apparently Alder is stuck in some time warp from 2 decades ago. Regardless, we did, and we have confirmation of sending it, it being received, dates, times, etc.
2 days later, nearing the end of the trial, my husband called again to make sure our cancellation was done. They had the absolute stones to limply say "oh, we haven't received it yet". Yes, they had. We had the confirmation that it had been received, and as soon as my husband mentioned it, suddenly our fax was magically found!
We were told the cancellation was finished and we would be receiving a box to send our equipment back in. So, we relaxed.
Guess what I got today? Not a box! A $55 charge to our bank account! Even after we have documentation of everything being completed during our 3 day trial.
Do not EVER do business with this place. We have now had to put a stop payment on our account, we have marked this place as fraud with our bank, and all of our documents and paperwork are now with our lawyer. What an absolute nightmare.
5 years ago
Reply from Alder
Hi Ashley. Thanks for your review. I apologize for your experience so far with Alder. But I thank you for your thorough feedback. If you could, please contact us at with your phone number or Alder account number so that we can make sure all concerns are resolved and that we make sure you get a full refund once we receive your equipment. Thank you again.
Jun. 25th, 2018
margaret lowery Byron, GA
If I could give 0 stars I would. My electrical outlet that had the alarm system shorted out and the alarm system stopped working. I called Alder to cancel because it was going to be awhile before I could get an electrician to my house because half my outlets stopped working and I am using extension cords for my tv and other things. Anyway they would not let me cancel saying I was under a contract. I put a stop payment on the recurring payment because I was being charged for no service by Alder, In other words Alder was taking money out of my bank account for nothing, in effect they were stealing. Anyway today I got a past due letter threating a collection agency if I don't go back to letting them steal my money. In addition to that I am having financial issues anyway because I have been in a car accident in which my car was totaled, and now I am having to buy another car. I really can't afford Alder Service but that Alder being a bunch of crooks don't care about that, Avoid this company, I wish I had
5 years ago
Reply from Alder
Hello Margaret. We're glad that you left us a review! But we apologize for the concerns you've had. Please email us at with your account or phone number so that we can help further resolve your concerns as they relate to the nature of your Alder agreement. We'd love to help as best we can!
Apr. 4th, 2018
Brenda ward Miami, OK
Awesome! Very good personalty! Very kind! Quick service! Quick install! Great conversation! Explained everything very well! He was a really kind fella!
5 years ago
Reply from Alder
Thank you for your review, Brenda. We appreciate your positive feedback! Welcome to the Alder family.
Jun. 1st, 2018
Marcia Donner Twin Falls, ID
I was told to sign the contract which is 13 pages long and hides the 3-day limitation on cancellation on the 4th page and "Early Cancellation" on the 9th page. Neither the 3-day limitation on cancellation or the Early Cancellation portion were discuss as part of point of sale. According to ALDER I am now responsible for the whole contract (5 years @ $49.99/mo). I have a stop-pay on the amt. being deducted from my acct. and a neighbor and I are serious about this kind of excploitation of the elderly which we are.
5 years ago
Reply from Alder
Marcia, thanks for your review. We appreciate hearing from you. We are sorry this has been your experience so far with Alder. Please, contact us at with your phone number or Alder account number so that we can engage in a more detailed dialogue and resolve your concerns. Thank you.
Jun. 1st, 2018
Mary Jeffery White Hall, AR
I love the way they offer good information on all the services they provide. The information was very detailed. With this service, I will feel more comfortable in my home.
6 years ago
Reply from Alder
We're grateful for your feedback, Mary. Never hesitate to reach out to us if you ever need anything.
Apr. 4th, 2018
La Donna deOsio Topeka, KS
Shady business practices. I stated to the salesman that came to my house that I wasn't interested in getting a new security system pointing out that I'd canceled my previous one to save money. I let myself be talked into a free 3 month trial, with the option to cancel within those 3 months, thinking it would give the young man another sale and cost me nothing. When I called to cancel I was informed that I was locked in for 5 years. I did file a complaint with the BBB but was still unable to get out of the farce of a contract though instead of $60 a month this sham of a company did lower the monthly payment to $25. Now I'm stuck paying close to $1,500 for a system I don't need or want. One star is much to good a rating for Alder.
6 years ago
Reply from Alder
LaDonna, thank you for your honest review. We always appreciate hearing our customers' feedback. We apologize for this experience you've had with Alder. Please know you can always reach out to us at if you have any issues that still need to be resolved.
Apr. 4th, 2018
Margarita Contreras Crystal City, TX
Two months we started getting alert noises on the control panel- indicating low batteries on windows etc. We are senior citizens did not what /how to turn off annoyings noise. We called Alder and technicians said that they would have to send batteries so that we could replace them. I asked if some tech could come do it cuz im 70 yrs old and w/ a dislocated knee cap could not be climbing. At that time tech said they were flooded w/ work/calls due to hurricane Harvey in Houston. Then we kept getting alert on panel and e-mails that batteries all over the entrnaces and motion detector w/ low batteries. We again called Alder and tech said that obviously something wrong w/ some switch and that a tech was needing to be scheduled to come check. To this date no batteries in mail and no tech has shown up. Yesterday e-mail flooded w/ elerts of low batteries. I called tech put me on hold. I finally hung up after being on hold for 20 min. I called back told tech not to transfer call cuz I did not want to be on hold to just give them message to call me and he said he could not do that. I had e-mailed Alder previously that being that that they have not been complying - they are breaking the contract and that I am thinking of looking into another home security. My home is not being protected.
6 years ago
Reply from Alder
Margarita, thanks for your review and for relating your honest concerns. We deeply apologize this has been your experience with Alder so far. Please contact us at with your account number or phone number if you still need a resolution to your concerns. We want to make sure we can find the root cause of the issues and address them.
Apr. 4th, 2018
Verified Customer
Review Source
Amber Lawton, OK
I'm not really happy with the system. It's not very user friendly and honestly when it's time to renew I'll be looking at other options
1 year ago
Reply from Alder
Amber, I'm so sorry to hear your experience hasn't gone well. Alder is looking to improve. The executive team is focused on your situation and that is why I'm here. I want to make sure you're taken care of. We would love to address these issues with you further. If you could please email me directly at [email protected] with the phone number associated to your account along with your post for further assistance.
Mar. 30th, 2023
Verified Customer
Review Source
Gregory mouton Breaux Bridge, LA
The system is easy to use and u can watch it from your phone from anywhere.
1 year ago
Reply from Alder
Gregory, thank you for the five star rating! We're happy you enjoy the system and thank you for choosing Alder.
Mar. 30th, 2023
Verified Customer
Review Source
Alan Charlottesville, VA
Every time my alarm goes off, it's a quick response. Adler was a good choice.
1 year ago
Reply from Alder
Alan, thank you for the 5 star review! We truly appreciate you for choosing Alder!
Mar. 30th, 2023
