Alder Reviews

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.

I much regret buying into this useless alarm system. The smoke detector has malfunctioned and gone off 3 times sending the fire trucks to my house needlessly while I am frantically trying to cancel. So finally they are sending me new equipment. I have to install it myself. What am I paying them for? So if I want out of my 5 year contract, I have to pay them $2000. I am mortified at the other reviews I’m reading of it being nearly impossible even when the contract ends to get out of it, especially the one where the lady died and the family called to cancel but didn’t have her password and they turned it over to collections. If you are thinking of buying this system, don’t. These people are unethical. I feel like I will have to hire an attorney when my contract is up to get out of it.

Currently experiencing the worst customer service ive ever experienced. Ive been with alder for a couple of year wich by the way the locked me in a contract if was not even aware of. Well I sold my home in june and thats when u found out i had to keep on paying for the service until the 5 year contract is over. Well I purchased a new home in october and it contacted alder again to get the services moved to my new home. I paid 2 different fees to get the new system installed at the new home. This is near January, ive called and spoke to 3 supervisors and all of them just told me to wait and told me they cannot tell me when the technician will be over to install it. Again, they have been taking my money every single month. Management keep on saying they will contact me but never does. Today I called them again and they told me that my order was cancelled due to system upgrades (whatever that may mean). I really dont get it. I can't get out of the contract, i got no security system at my house and they still taking my money every month. Horrible company and worst customer service. Please dont get yourself in a mess with this company, i wish i stayed with art wich its who i originally had...

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!

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.

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

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.

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.

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.

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.

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!!!

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.

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.

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

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!!!!

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

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.