Alder Security

In yesterday’s mail I received a card from Alder saying that my system needs an upgrade, I’m thinking great, they must have a technician in this area now. Yeah NO none available but we can have someone out in a month. So seeing as how their system is not working can I cancel my service? Sure they say all I have to do is pay the remaining balance less one month (as the frequently tell me) that is in the contract that I signed. The fact that their system isn’t working properly makes no difference. So if you are looking for a security system stay far far away from Alder Alarm Co.

- The Second customer representative (with the same difficult to understand accent) kept asking why we wanted to cancel and after telling him 10 times, he finally put us on a 10 minute hold another guy picked up the line. - This 3rd person still would not cancel the account. Instead, he began to embark in several tactics to prevent us from canceling.

a) He began saying, we have had the service for such a long time why cancel now? We told him, we no longer want the service, as we have for the previous 20+ times. b) He then, said we are overdue an upgrade. He would upgrade the system at a discounted price. We said, "No thank you. Please cancel the account." c) He replied, "Well we tried to contact you to let you know about the upgrade but could not reach you." Our reply, "Please cancel the account. Moving forward, we will not pay for the service." d) He replied, "Well If you work with me, I can work with you." We replied, "I don’t need you to work with us, just cancel the service." e) He replied, "Well, We can talk about the contract you have with us, I can email you a copy and what it means." We replied, "We have been on the line for an hour now attempting to cancel the account of our deceased family member. Do not expect any payment moving forward," and hung up the phone.

In Summary, It is clear that these tactics are in place to prevent cancellations. Customers who have less patience or do not realize their rights will be held captive by their unsavory tactics. Our Home owners association will be notified of said tactics at our next meeting. God Bless and stay well.

I finally got them to agree to 35 even though I was told it would be 30. When I told them the salesperson had written it on the paperwork he gave me they accused me of writing it in! Right then and there I should have threw their crap in the trash. Now I've had it several years and in 2020 they called me and said, "Do you want to renew your contract" and I said no! I said, "I don't want any contract. I don't know if I'll be living here in 5 more years and if I'll even be alive in 5 more years. Who knows." I said, "I didn't necessarily want to cancel the service but I did not want a contract." So the equipment hasn't been operating for over 2 months. I have set up two appointments to have their technician come and he was a no-call no-show both times! Even though I had emailed their customer service in the meantime and said if he does this to me the second time there would be no additional chance.

I told them that if he does not show they can come and get their equipment or I will gladly put it in a box and ship it to them. Of course there was no call no show. Now they're trying to tell me, "Oh we're sorry. Just let set it up one more time." What in the world kind of customer service is that? I'm telling you run in the other direction. Now they're trying to tell me that they have it verbally that I agree to another contract which of course I did not. I told them to prove it and they told me I had to get a subpoena in order to get a copy of my conversation with them saying that I agreed to it!!!! They said if I do not that I will have to pay for all the months that I'm not going to complete in the contract! These people are underhanded slime buckets. Do not have any dealings with them.

IMO, the one wanting to put in new panel assumed because I said I wouldn't cancel, meant I wanted to renew.. NO I DID NOT!!! Now to cancel this mess, they are wanting to hit me with about $2600 fee... I am with Brinks and should NOT have to owe more than a year... I need help from someone... I never saw the paperwork for renewal they have.. was NOT approved by me!!!

After having obvious buyer's remorse, it took two months of attempted calling and emails (none were ever picked up by a rep), before concluding that it'd be easier to cancel my card than the 5 year subscription that they forced me into. Immediately they sent a letter asking for money where, as it turns out, they didn't even have my personal information correct. I'm not sure how that was messed up, but an extremely bad sign for a company I'm supposed to trust to keep my place secure and only good in the fact that I don't trust this security company with any of my information anymore.

My alarm was activated in the past due and I know for fact that I was called within 2 minutes and law enforcement was called immediately after when I was unable to be reached. Do they realize the amount of damage/harm an intruder can do in 5-10 minutes? This is completely unacceptable. They offered little apology and no resolution to this problem. I used to feel safer with an alarm system but Alder and their lack of concern and blame game has definitely changed my mind.

I got tired of the ** and told them I wanted to terminate my service. They said I needed to pay over 3,000 dollars to get out of it. I refused, because they need to hold up their end of the contract too. I wrote multiple emails and a letter to their legal, compliance, CEO, and customer service. The only response I got was from customer service saying I needed to pay the 3,000 and some dollars. So I put a stop payment on them from my bank, and here I sit almost 5 months later, still no response. Going to send all their equipment to their CEO tomorrow, because they have absolutely no clue how to treat customers.