Alder

If I could leave zero stars I would. The absolute worst customer service and very poor quality equipment. Was not given a charging dock for our cameras when tech came to install everything. Was told he was out of charging docks and that he would have a tech come by the next day to drop one off. Nobody ever came to give us a dock. Days later I call to ask about dock and was told to order a charging cord from Amazon! Absolutely ridiculous! Ordered charging cord from Amazon and it doesn’t charge the cameras well and takes FOREVER to charge one camera at a time. Called customer service again and ask for someone to at least mail us a dock and they tell us that they no longer use the same equipment to support our Arlo cameras. Was told again to order a different cord from Amazon. I said I was not ordering anything else from Amazon as we were supposed to be supplied with all equipment upon installation and it’s not our responsibility to fix this it’s theirs. After arguing for serval mins. about how we are paying for this service and we can’t even use it I am told to mail our cameras and base station back to them and they would send us the new equipment they use now. I mailed our equipment back to Alder over a month and a half ago and still no cameras have been sent to me. I’ve called to check what the hold up is and customer service couldn’t even help me at all let alone knew about anything I was saying... extremely frustrating to have to keep dealing with this for so long. If I could cancel the service right now I would! Do not recommend to anyone ever!

Service was good....customer service is the worst I've ever experienced for a service that I paid for. I literally had to hang up on the rep because she wouldn't take NO that I did not want to renew my service. Wished I had read the reviews before signing up for your service!!! Hope I dont' have to retain a layer to end this. I did my part and paid for the 5 years I signed up for. Never missed or late on a payment, now do your part and honor my wishes to end this!

In The 2 months we started with Alder I have spent many hours on tech support calls. We had Brinks and no problem, but Alder could do more and charge less , the sales guy said . It was a 60 month contract not 36 months . It is cheaper but I have spent so much time it was not worth the savings . The techs have all been very patient and helpful trying to solve issues with false alarms and inaccurate information on panel and Changing sensors . I am very frustrated with spending so much time and I am Not sure the system will work with all the sensors working while in away mode . I’m very sorry now that I switched!

The sales rep are very friendly I was aware of the 60months contract, unfortunately I was under a contract with Brinks and Alder could not pay off the whole contract decided to cancel with the 3 days with Alder no issue just the long hold times to talk to someone other then that they are true and honest with their fees so its mind blowing how so many people just don't read the contracts. You get one in person and by email.

Was offered a home security system by a rep of Alder about a year ago. While the equipment, instalation sevice, and operation has been fine, the reprecentive was dishonest. No paper copy of contact was provided. We were asked to sign a tablet after represintive told uswhat was there, many key points were untrue. Turns out this is a 60 month contract not 24 as he said ( wife as witness) Charges applyed are way higher than web sight quote. Cancellation clauses were never covered,etc. Because Alder did NOT provide two copies of written contract as stated which is a breach of contract, and because rep. Lied to us, I will be turning this over to my lawyer soon. Regards David Creson

I was originally an AP customer; however Alder bought them out and so this review reflects the experience I have had with Alder. One. Customer service is sales driven only and not there to HELP a customer. My fire alarm/freeze alarm went bad, a week before I was heading out of town for the holidays. I tried calling and no calls were returned, I also tried contacting on their website. I never heard back nor wa there any follow up. So lifetime warranty of equipment and 24/7 service help was a LIE. once my contract was up my phone has been non stop calls about new deals and rates allIhave to do is sign into another contract! I even explained my past experience and this was met with no apologies or even a token credit! Another thing that surprised me is that when Alder took over I was not not notified; only caught the change on my bill! upon calling it was explained and I asked for new placars and stickers for my house, rep said they would send out right away! I am currently trying to cancel my service and I still have not been able to successfully do that simple task! I have called and left emails; now I start to leave stunning reviews online! Needless to say I still have AP placards and stickers on my house. morale of story do NOT do business with this company

My house was broken into this weekend. I missed the called from the rep but immediately called back because I was out of town. I took a long time to get a rep on the phone about 5 minutes or so. After reaching someone she told me they had to call everyone on my contact list and send an email before dispatching the police. Not sure why police was not notified after I didn’t answer. I thank God I wasn’t home but if I was it could have been bad with the time delay of Alder. The robbers got away with a 60 inch tv and a laptop. And they completely destroyed the alarm panel. I called to get a replacement was told it will be a two day shipping, called back to verify after two days now they say it’s a four day shipping after it gets approved of which it hasn’t been approved. I asked to speak to the person who approves and was told that an email will be sent to them. So I didn’t get to speak with higher authority. I feel very uncomfortable being in my home with no security at all. Looking to go elsewhere if not resolved.

Got a my mother's system installed about 2 weeks ago. Skyler was awesome. We got great customer service. If you all had a scale 1 to 10 and 10 being the highest. I would have given him a 10.

Very professional and very good explanations for using equipment. The two gentlemen were very polite and courteous. Thy took plenty of time so as to explain everything so it was understood.

I need printed information on how to access my system, etc. It is impossible to remember everything that was covered by the technicians when they installed my system. I am afraid to hit buttons. I thought there would be more printed information but there isn't.

The installation process went very smoothly without any issues. The technician was very professional and helpful. He also was also done in about 45 minutes. I like the fact that I am also saving money and my system was upgraded. I had a great experience.

The sales rep (Neil) was very professional and informative. He answered all of my questions and was very knowledgeable of the system. The installation Tech's was also great. They were done in less that 30 minutes

Well,the sellsman CAME to my door,which I felt was late evening,but he was,so we'll mannered,THAT I had to take the system,AN HE was very Knowledgeable,AN Convincing.Thank you Alder.

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

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

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

Products are mediocre and they require cellular service to connect to dispatch (which we lacked due to living in the CO mountains). Customer service is unhelpful and, very frequently, dismissive and rude. We canceled our service due to lack of cellular coverage (not people able to connect to 911-dispatch was a deal-breaker) within 2 weeks of starting our trial and attempted to initiate the cancellation process so we would be reimbursed for the expensive upfront cost of equipment. Here we are 10 months later, still being billed and penalized (what Alder calls "bounce fees") for trying to cancel payments/service on our end because their customer service can't seem to cancel our account. We returned our equipment and were promised full reimbursement for that... still haven't seen a dime there. And our account is still "active" and being billed $60/month even though we never effectively set up our equipment and no longer own it - and, to our knowledge, we have canceled the service TWICE. I was billed as recently as yesterday, unbelievable. We have spoken to a different account rep to cancel our account 3x now over the last 10 months. And one customer service representative we spoke to, in particular, (I wish I could remember her name), refused to help me. She told me I owed a "bounce fee" that I have never been notified about (email or USPS mail) and refused to transfer me to the right department/person to cancel my account. She said I needed to settle the "bounce fee" to be transferred to the Accounts department or even to speak with her supervisor. Even though I can clearly see that I have been billed every month for the last 10 months on my credit card statements. And after I hung up with her and redialed the customer service number, the "bounce fee" was never mentioned. Most frustrating customer service call I have ever experienced. This company is the biggest scam when it comes to ending your service; they refuse to let you go. We've probably lost close to $1000 all-in "trying" this security service out and we still don't know if our 3rd attempt to cancel the service will succeed. Working with this company has been the biggest headache. SAVE YOUR MONEY and go with SIMPLISAFE. We have been with SimpliSafe since trying to cancel this service almost a year ago and it's cheaper, doesn't need a cell signal to connect to dispatch (just wifi), and is less than half the cost. I will never recommend this service to anyone I know. I will actively advise against it. I hope no one has to endure an experience like we have had - which is why I can't recommend enough taking your business elsewhere! DO NOT USE ALDER.

If I could do negative stars, I would. This company has the worst customer service. I called and was told my contract expired and then when I called to try and cancel my service because I've been unhappy with the service I was told my contract had auto renewed. Clearly not true and they refused to cancel. They lied about my fire alarms being connected to the alarm, lied about extending my contract when I added a camera. The doorbell camera is horrible. It has a sensor that keeps breaking so hasn't worked in months. The panel has a battery that keeps reading low battery and they can't fix so that stupid thing keeps going off. This is the worst company to do business with. Company trustworthiness is a JOKE.

I got the package they offered and realized it was not enough to protect my home. I called to ask about purchasing more equipment. The rep I was talking to would not answer any of my questions and kept repeating the same bullet points clearly from a script. They are pretty cheap so for value I gave them a 3 When talking to a rep and deciding on my package I was given something that clearly would not fit my needs, so for quality I would give a 2. Customer service was terrible. I did call at 8am EST so maybe the Utah center is better. The seller sold me a product that clearly would not fit my needs, the company allows you to opt out of selling your personal information, but there is a 45 day wait period. I tried to do the easy return for your money and told me I have to wait to return it and get my money back. I wish I could give a zero for Company trustworthiness.

Alder is the worst alarm system ever. I've been with them 2or3 weeks and my system don't work properly. They want me to wait 2 months before they send someone out to fix it. They guy name Christopher C want respond to my calls. Someone was supposed to come out today. No one showed up. I hate I ever i signed up with alder. So I will tell everyone to think twice before signing up with this company. They will charge you for everything. They said they wasn't going to charge me until they fix it. I'll see cause their word ain't worth nothing.

I only used 1 star because there is nothing lower. Customer service is terrible, you spend most of your time on hold. I can never seem to contact who I need to contact or return calls to. I never speak to the same person twice. I was contacted this summer to renew my contract, I declined renewal only to find out that I already had an active contract after the fact. Why would Alder contact me to renew if I was already in the middle of an active contract? Seems like they do not know what is going on. If you can get someone to your house for repairs it will cost you a contract renewal. I have had a contract with Alder and have had nothing but frustrations with customer service, repair AND they take it upon themselves to charge your credit card without your approval!! If you do business with Alder BEWARE ! Do not sign anything! Do not subscribe to their service.

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.