I have been waiting since June 13, 2022 (almost 2 months) for one of their techs to replace my sim chip. Meanwhile the stupid panel complains twice a day about "communication failure". Called customer service, always "our scheduling department is busy, wait for a call, could be a few weeks". My contract is up in April. Planning to cancel, hopefully won't have to change my payment account info if they don't cancel it. They'll probably stiff me for 9 months of monitoring which I'm not getting because my panel is broke and they won't fix it. There is no useful customer service. read more

Very bad company. You have to charge your battery every 2 weeks for camera. I hated it . Pay the price with Ada. You will have way better cameras and service. read more

My son returned the security unit almost 7 weeks ago and has been given the run around every time he calls as to when his refund will show up in the mail. Today he spoke with someone that said he was a supervisor and stated in about two weeks he will have his check. We shall see. Buyer beware. read more

This is by far, the Worst company to have for Security for your home. They have a customer service department that does not care who you are or what your problem is. They either say they will transfer you and then hang up or say they will call you and then never call you and then give some reason why they couldn't reach you. One was that my line was busy. Nope. I have a Iphone with call waiting and I was not on the phone. Plus, I had a Smoke situation in my kitchen on Sunday and their smoke alarm didn't go off! Luckily, I had my other smoke alarm connected. I go to check to see if my smoke alarms and carbon monoxide alarms are on my keypad and they weren't. This company is a Danger to any home for home security. They are pathetically unprofessional, non-responsive, ignorant, and If I could give a Negative 5 Starts, I would. My advice: Stay away from this company. They are a con-company and they have no clue how to run a business. read more

I can attest to the horrible business practices and terrible customer service provided by Alder. Upon assisting my elderly Grandmother with her bank accounts and finances, I discovered that she was being charged every month (sometimes twice a month) for a security system that she doesn't have. I did a quick google search and what I saw based on reviews and complaints left me bracing for the worst. I called Alder and wanted to clarify the matter because my Grandma couldn't recall why this company would be charging her. I spoke with a customer service representative and was told that my Grandmother signed a contract in January of 2020. The representative told me that once my Grandmother received the equipment, she reached out to them and let them know that she wasn't able to install it herself and would need assistance. Assistance never came and the alarm was never installed. The representative of Alder then proceeded to tell me that they had record that my Grandmother tried to cancel the contract on February 17th of 2020 and they sent a return shipping label for the equipment but they never received the equipment. The equipment is no where to be found and we all know in March of 2020 everything was starting to shut down. The equipment could have been lost in the mail but there is no consideration for this. The representative told me there was no problem to cancel now and she would send me a cancellation letter to sign, as well as, a copy of the original contract. Once I received these documents I found out that the contract was for 5 YEARS! The cancellation letter also stated that she would have to pay 90% of the remainder of the contract to cancel it. I could not believe that a business could have such predatory practices. I called to speak with a supervisor and was told I was speaking with an account manager. They told me, "If I REALLY wanted to cancel the contract, we would pay the rest of the contract off (almost $1,300) or find someone else to take over the contract". I was appalled! I told them I would never recommend another person to their business after the robbery they committed on my Grandmother. In their own contract (Item #3) it says, "In accordance with the terms described in the Agreement, Company agrees to install the equipment described in the SCHEDULE OF EQUIPMENT AND SERVICES ("SES") at the Monitored Site shown...and to cause a monitoring company of Company's choosing to provide monitoring center signal receiving..." The equipment was NEVER installed and security services were NEVER provided, yet ALDER wants my Grandmother to pay thousands of dollars to get out of a contract that they violated themselves! Update: The account was cancelled. I appreciate the quick response and for helping us handle this matter. read more

The equipment was useless and didn't fit my windows and police were dispatched and they can't tell me why! I called to cancel the service and was told I was one day beyond the 30 day trial and locked into 2 year agreement. Now they are calling me saying that I agreed to 7 years not 2 years. The company is fraudulent, has the worst customer service and should not be allowed to continue cheating consumers! read more

Im in same situation as many others are. HORRIBLE COMPANY. quoting another customer "run, don't walk from Alder'. I feel like I was scammed, Don't do it. I'll probably get a "please call us so we can help". I've waited 30 minutes on customer service line and no answer. In the meantime, I don't have security because I'm 2years 4 months into this contract and equipment has never worked. I did speak to customer service couple of times, went through trouble checks. Nothing, no assistance. The equipment is unhooked because I don't trust it, it doesn't work. Reporting to Better Business Bureau, I have asked for a tech, phone assistant kept interupting telling me they needed to trouble shoot. Ive done that several times. Its such a sham. read more

We have used this company for 5 yrs with no issues. Our contract is up and now we want to cancel. We have been trying for months to cancel and they keep coming up with new requirements to cancel and taking out payments in the meantime. I have spent way too much time on the phone, emailing, mailing, trying to cancel our service on an account where the contract is up!!!! I am currently waiting on the latest requirement which is a form that has to mailed, cannot be emailed or downloaded. If any more payments are taken out of our account we will be taking legal action. Such a beating. read more

Alder security is a joke. There customer service center is garbage they charged my wife's card and it wasn't the full amount and kept trying to charge it 20 time's through out the night after the fact. I've been trying to cancel my service's and they keep bs'n me around I'm tired of the fake promises from these idiots read more

My 82 year old mother had an Alder system when she passed away. I called to cancel her service and the rep had me email the death cert and Letters Testamentary. I thought I was done but 3 months later received another bill. This time the rep told me that I could not cancel the contract but had to find someone to assume it or buy it out. I discovered that they had renewed the contract early when they came out to do a repair. I'm sure my mother thought she was signing a service receipt when she signed their early renewal. Please know what you are getting into with this company. There are better options out there. Check the class action suit against them by ADT. read more

This company is very deceptive. Crooks. They sold us an alarm system that they said we could cancel anytime. Also being in Alaska I was given a grace period. I attempted to cancel in the grace period and they stopped responding. We sold the home and currently do not own a place. We are homeless at this point. They refuse to cancel the alarm system and suggested we post on social media to find someone to buy into their slimy agreement. These folks have thousands of reports of fraudulent business practices including fines from the BBB. Avoid them at all costs. Avoid avoid avoid. read more

This company was horrible. Nine days and 6 hours on hold to cancel their service. My previous 5 yr contract had expired 2 yrs ago Now they want me to sign another 5 yr or 60 month contract with price increases anytime !!!!!! Whattttt Don't fall for the " complimentary" battery change !!!!!!! It's a panel change out from 3G to 5G and they don't mention that in the text message. I thought security companies Were HONEST. Nope. Not Alder!!!!!! Beware of this security company. They are not transparent read more

Worst customer service ever. Alarm broke in middle of night, tried reaching them, on hold 45 minutes at a time, finally got someone after 6 calls, 2 hrs of trouble shooting, need to send someone out, will be weeks, requested to cancel service, another 43 minutes on hold. Called next day, on hold. I have emailed customer service everyday, no response. Alarm had to removed out of wall due to going on off. I'm in a contract for 1 1/2 years, have to pay and no alarm service and still no customer contact, no response to emails. Would not recommend and will be sure to tell anyone looking for alarm company. read more

This is by far the worst company I've ever contracted with.... lies, lack of technica/install manpower, poor customer service skills, equipment is lousy, the cameras are a joke and the company don't care cause they got you for 5 years!!! I'm buying out of my contract!! BEWARE!!! I will not have to take down cameras every 2 months to recharge them... first and last time for this nonsense!! read more

Literally the worst security system ever. The system is always loosing supervision and the smoke alarm is always having issues. Also, when I wanted to cancel because of these issues they told me I would have to pay 3,000 to cancel. Which when I signed up, I was told I could cancel at anytime and my trial period was extended. Please please please, go with ADT or somewhere system. Worst company ever. read more

I have had this service for three years. I have had to pay whether or not the system is working. My sensors keep breaking. They charge for replacement or add it to my bill and start my contract over! I have now been without sensors for 2 out of the three years I've been in contract because there is no in home service provided like I was promised by the salesman. read more

Amoray set us up. She kept it simple for us. I'm happy! I use the system everyday. I never thought I would buy from a salesman on my porch late at night. My question is what was she doing in Commerce. He explained that crime doesn't sleep. It was installed that night, and I haven't had any problems. read more

on october 25th 2021 i called an internet to start service. after i was complete they transferred me to alder security the first sales rep was pushy refused to take no ive been unemployed since july and dont receive even 1/2 my pay from unemployment & i have 3 teenagers to take care of & feed i kept trying to explain this to the rep she then got her sales manager on the phone to try i went through all this w/ the manager i would usually just hang up but i thought theyre with the internet company & i really needed internet the manager says that if i was any kind of mother id have a security system to protect my family & how dangerous it is w/out one & blah blah blah this isnt even my complaint both reps told me while i kept explaining i couldnt afford it their products/services come w/ an 100% full satisfactory refund they both said over & over i had "30 days from the date that equipment is installed" if at any point within "30 days of installing the equipment i changed my mind/was at any point unsatisfied i could return the products for a 100% refund & they would close the contract no questions asked" i received the equipment on 10/29-11/2 i didnt open the package from fedex containing the equipment i immediately had fedex take back "return to sender/refused by customer" i never installed the equipment to even start my 30 days trial a little info about me. i am 40 & suffer from a neurological brain condition since 2014 i didnt know the condition is a neurological brain condition until recently drs have been trying to figure it out for some time & still dont have many answers it severly effects my memory my thought process my energy & it causes impulsive decision making that a lot of times is horrible decisions explaining this will make since soon so on 11/29 they sent me another package it was smaller than the 1st package that contained the full system i didnt open it again i immediately sent it back w/ fedex as "return to sender/package refused by customer" today, 12/3 fedex shows back upholding the exact same package all they did was apply another label (now it has two exact matching label) & ship it back to me well today i am having a good day w/ my brain condition i was actually able to think clearly enough to check my bank & the money hadnt been refunded i actually had the thought process to look at the package & get the company name search it up online & start my battle early this friday afternoon my first call spoke to one rep through number 855-535-5006 at 12:17 pm i explained to this rep repeatedly that i returned the equipment immediately after receiving it i was within my 30 days to receive a refund & cancel my account i was then transferred to an account manager the manager refused to issue a refund & demanded i buy my way out of the contract or get someone to take over the contract i repeatedly told the manager i returned the equipment i no longer have any equipment to have an account for i never setup the account i never installed the equipment & i was within the 30 days of my guarenteed trial that wasnt supposed to start until i installed the equipment. she argued & still refused left that conversation extremely heated and shook up. i tried again spoke to another rep through number 855-770-5291 at 1:19 pm i called in again after i had time to think & cool down from how rude their employees are i had decided to explain my neurological brain condition that effect my memory i couldnt remember the company to even begin to figure out whom to call. again i explained that i returned the equipment immediately after receiving it unopened let alone installed it that even without me calling when i returned the equipment i was still within what would have been my 30 day trial to close the account & receive a full refund as guarenteed this rep again transferred me to an account manager the manager immediately offered me to buy out my account to close it or get someone to take over the equipment & account i went through explaining repeatedly yet again i returned the package unopened immediately within the 30 days i never activated the account & even had i activated my account i would be within my 30-day trial & be able to cancel for a full refund the manager was unbendable refused i told them i was going to file complaints with the better business bureau the ftc and all other places on them for illegal practices and scamming customers again i left heated. then i went to the ftc website, filed a complaint. i went to the better business bureau website, filed two complaints because the company was listed twice after filing the complaints i called again this time to the number on bbb site 844-442-5337 its was going like all the other calls i told them i filed complaints on them w/ bbb & ftc they then transferred me & approved my refunds & canceled the contract if i hadnt filed the complaints they would of scammed me for services i never received read more

I WILL NOT GIVE THIS COMPANY ANY STARS!!! I ONLY DID BECAUSE IT WOULDN'T LET ME POST THIS REVIEW UNLESS I DID... I just want some sleep!!! Newly installed alarm on Saturday. When they wired the back door, they bundled it to window wires so alarm would scream "window" when the back door was opened. So they "fixed" that yesterday (Tuesday). THEN after the tech left, i went to bed and set the alarm at 9pm. It went off twice while we were asleep saying the window had been opened. It scared the mess out of us since we thought someone was trying to break in in the middle of the night. I called the sales rep furious! Apparently the technician who installed it had wired it wrong. So they sent a tech here until 2 am and i was assured it wss once again "fixed". Oh yeah, when I called to give them my "verbal passcode", the rep told me it was wrong, yet it was used 3 times prior when they were installing and setting off alarms but now in middle of thee night it has changed?? How did it change from 5pm-11pm when I was asleep at 9?? So of course they tell me they can't give me more information unless I have passcode and dispatch. Constables come out and bill me for being dispatched to a false alarm!! When I called to change the passcode this morning since tech support was not available at 2 am, they said "oh I can see how the code was misconstrued. It's something that sounds like it but that's not it." Really?? Maybe they should have ppl spell out the passcode or spell it out for the buyer when we give it to them so it's correct. Oh there's more.... Today they come back at 5pm to check and everything was fine. Now (630pm)an alarm again saying the newly installed motion detectors have low battery!!!! Grrr! This is what happens when I make rash decisions! Please save yourself time and take my review seriously! They need to train their techs better or something! I'm absolutely furious and want to cancel but oh...since the tech throw away my old keypad from the previous company, I would have to pay for the equipment and service to get re-installed!!!! Now I'm stuck for 5 years with this company knowing not only their tech failed, but also their corporate staff and customer service. read more

The worst possible security system and a bunch of lying acvount managers. They will do anything to get you to sign and trick you into an auto renew policy. If you try to cancel, you owe the rest of your agreement. I made a deal for a 1 year contract, they auto renewed and charged me $165 go get out of it after I satisfied my year contract. SCAM ARTISTS!!!! read more

I canceled my order the very next day and this company still hasn't given me my refund after 2 months they have done nothing but give me the run around , they stole my money. read more

Scam! They have been collecting a monthly payment from us for 4 years and DO NOT actually monitor the alarm system. Jasmine, Jordan and Connor the "managers" of chats and text are immature, lack integrity and have absolutely NO buisness in the Customer Service industry. We are stuck in our contract for another 6 months. Looking forward to getting a Real Alarm Company. STAY AWAY FROM ALDER. read more

This company is the worst. Our house burned down right after getting service. I called the company and followed their instructions to cancel the service. This was back in February. Today, May 21st I just received another charge to my credit card (3rd charge since cancelling). I've called in multiple times and each time I start over again and I'm told that it will be taken care of. I requested an escalation to management and was told that leadership at this company does not talk to customers. That once again they would follow up with me. read more

AVOID ALARM PROTECTION TECH (AKA "ALDER" ALARM) AT ALL COST OR IT WILL COST YOU!! My elderly senior citizen parents have been SCAMMED by this company by not honoring several (6) timely requests to cancel service after a 3-year SUBPAR service contract. After service was finally canceled, Alder continued deducting payments from their checking account until a stop payment order was placed with the bank. Never refunded the payments deducted. Horrific way to treat any customer let alone elderly people on a fixed income. This is a SHAMEFUL company and business practice!! read more

Terrible company If you live in California do not use them they do not have tech's here you will have to wait till someone flies out of Utah. Got stuck in a 5 year contract with equipment that didn't work 3 years into and they expected us to pay all 5 next if we ended earlier. Waited for a tech whole year as they siphoned money off my account each month . Horrible customer service and no accountability . Got my lawyers involved now. Terrible don't use them. read more

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. Alder Security has VERY VERY POOR customer service! read more

Still not resolved. Going to file a complaint with the Utah Consumer Protection Agency

Concluded a 5-year agreement with Alder in July. My equipment was not operational for at least 6 months prior to the conclusion of my contract. At the conclusion of my contract, Alder continued to Debit my bank account forcing me to issue a stop payment. They have mailed me an Invoice and call me daily insisting I pay it. They owe me! Debiting my Account and Receiving no Service! Numerous times I have tried to get a resolution. These phone calls usually end with me being cut off. I know first hand how damaging a bad Social Media can be. Alder has left me no recourse. read more

I was told that Alder was the upgrade of ADT and I agreed to the update. However, everything that was told to me was all lies. I was told that I would get three security lights back at the end of January. It is now the end of March and I have yet to received them. The technician that came to install my system was not knowledgable on setting it up and he had to call another tech to come and assist him. My camera doorbell is not secured to the wall and he was to return two days later and he still has not showed up. I called several times and got no answer as of today March 29th. I have called to stop an unauthorized auto draft as Alder says that they will not stop the auto draft after they remove the first deduction which I did not authorize them to do. Their customer service is awful and I would not recommend Alder to anyone to use as their security system. Have spoken to Albert (Tony) and he has only lied to me repeatedly. Michael the tech has never return any of my calls. ALDER SECURITY IS NOT A COMPANY THAT VALUES CUSTOMER SERVICE OR THEIR CUSTOMERS. DO NOT DO BUSINESS WITH THEM IF YOU WANT TO HAVE CUSTOMER SERVICE FROM THEM. read more

This place fraudulently bills my bank account 2 months after I cancel my service. They apologize and say it will take 3 weeks to get a refund. This is horrible. They are a fraud company. Stay away. If it were my company I would make sure to get the money back to the person so I don't get sued. read more

So sad they will not help you. When your 75 year old mother no longer has a home, moves in with you, and has been paying them $45 a month for 4 years, and they will not cancel the last year of the "contract" until it is paid 90% in full. They put themselves first. Believe what you read. I hope they are not in business much longer, save yourself from this nightmare #customerslast. read more

If I could give less than 1 star I would. I also have a phone recording of their snarky employees trying to mock me and be hateful because I want to cancel my service. I wouldn't recommend them to my worse enemy read more

This is the highest security system around and it's doing nothing more than the others. Simpl is much cheaper And no contract. I still have two years left with Alder. They say they price match. They lied. They are a rip off. Always read the fine print before signing. read more

Alder Home Security is terrible! I've been on hold with customer support for 31 minutes now and still waiting. We are stopping service as soon as we are finished with the STOOPID CONTRACT!!!! read more

This company takes advantage of the elderly with deceptive sales practices. They sold my 80 year old father a contract for 5 years when he had dementia. Told us it would be $2,000 for him to get out of the contract. They are a horrible company! Reported to the BBB as well. read more

Hello, my husband and I have been having issues with our alarm system for over 3 months. We've been extremely patient with Alder but they have not been able to resolve our issue. The last straw for us was today when they offered to send us a new alarm panel with the expectation that we'd install it ourselves, while someone walks us through the process over the phone. The alternative was for them to send a technician out for an additional charge of $40, which was ludicrous. First this is unacceptable because it's their equipment that does not work and has not been working for months. Their records will show that we have made multiple calls and each time our problem was not resolved. The second reason this is unacceptable is because on September 6th, 2019 we called and spoke to a manager. The manager advised he would rectify the problem. He said he would call us the following day to set up shipping us a new control panel and schedule a technician. Unfortunately that call never happened. Third, this is unacceptable because they were not able to successfully trouble shoot our problem over the last few months. Why would we have the confidence in them to walk us through a control panel install? read more

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Can you believe My Alder Alarm system was hacked the first month. I talked to the highest tech and they couldn't get me back in my system. The hacker sees all my sensor activity and Alder doesn't have a clue how to stop it. Nor do they take responsibility. My house has been broken into multiple times. iPad etc stolen. They have not replaced the compromised account or system. This alarm company is a nightmare. I have to put foil over my motion sensor so hacker doesn't know I'm home. Is anyone else experienced this nightmare? Then on top they won't cancel the account even tho its compromised read more

The system works fine, but we so.ply do not use it and I am stuck on a five year contract that they refuse to cancel. We gave been with them for two years, so have three more to go. read more

We were forwarded to Alder by our internet/cable company after we moved into our new home. The initial sales person was friendly and made it all sound no risk and no obligation. We were leery about the 5 year contract but were emphatically told that we had 30 day trial period after service was initiated before the contract commenced. I shared that because my job is very busy (I work in healthcare and we were mid-COVID-19 surge at that time plus I'm primary caregiver for my aging father) - it would probably be a bit before we could install the system since we have to do it ourselves. We were assured that we would not be billed until the system was activated. The call was becoming so high pressure we finally went ahead and enrolled just so we could get off the phone with them, thinking we would have the opportunity to try for 30 days before the full contract began. Fast forward several months later: They DID start billing before we initiated the system (actually, when we called them for help in setting up the system is when the craziness began) and called so much to the point of harassment (4-5 messages per day). We decided this was not the kind of company we wanted to deal with. We returned the equipment with a certified letter documenting the fact that we never initiated the system. However, we continue to get billed. I dispute the charge through my credit card each month and win, but oh what a hassle. It would seem that they target people who are vulnerable because home security is top of mind after just moving into a different home, give a high pressure sales pitch with promises of "no obligation for the first month after initiating system", but start their harassing billing practices right away. When I researched the company after the fact I learned that they also pressure the elderly into these horrendous five year contracts they don't need and along with other questionable practices and lawsuits. Lesson learned: whether you are moving, elderly, taking care of an elderly loved one.... please do the research on the company before you say yes to anything. If they say, well "This offer is only available if you decide right now" (and they are very eager to get your credit card or bank information) - take that as a red flag that they want you to sign on the dotted line before doing any research and discovering all the lawsuits against them and questionable practices they have participated in. read more

I have never heard of so many issues with in an alarm company. Horrible horrible customer service ! I would get random weird phone calls almost daily for a while from some guy whom never even said he was with alder and act like some regular guy calling it was creepy and weird and took forever for me to get that stopped they never offered us anything from dealing with that and once we sold our house and closed on it and moved I'm STILL now dealing with them!! I can't seem to cancel my system even after it's not my house! It's absurd and took be arguing with a representative to get a manger on the phone. They claim to have mailed a letter still after a month haven't received . Each person says one thing than the other . Even the manager got caught in bullshit to me about tracking something which I was told couldn't be tracked ... they make it impossible in cancelling and I'm going insane ! Do not use them!!! If I could give a zero I would! They are making it impossible to cancel! I paid in full my contract and have to wait for some letter I still haven't gotten and if I don't get this letter that apparently is required to be signed and mailed back to officially cancelled I will be pressing the issue higher . And legal actions if they charged me anything else ! read more