Alder Security Reviews

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.

On June 7th I received a phone call from a representative named Chris. He stated that my account was past due by $94.76. I told him that I had not had service to my panel in over 3 months. Chris transferred me to tech Support and after being placed on hold the line changed over to a busy signal. A rep named Jeff returned my call and stated that installation will not be available until October due to a lack of available technicians. He also said that the 5G panel could be sent to my address for me to install. I advised him that I do not have the expertise to install a security panel. Chris said that someone will contact me with a date in October to install the 5G panel.

Later that day (June 7th) another rep named Maxie called about the past due amount. She stated that I owed $148.49. I told her that a rep from her company had contacted me earlier that day and said I owed $94.76. She said that the amount due for June had been added. I advised her that I still do not have service to my panel. She stated that I needed to pay the amount due now and later my account would be adjusted for the downtime once my service was reconnected. Later that same day (June 7th) I received a third call from a rep named Ernie about my past due account. Again, I told the rep that I do not have any service and he transferred me to another rep named Shea. She stated that I could pay 50% of the balance and the company would waive the other 50%. I repeated the fact that their company has not provided the agreed upon service.

I was transferred back to Ernie who told me I was under contract. I advised him that the contract requires his company to provide a service in exchange for my payment and I have not had service since February 28th. He tried to get an earlier installation date but there was not a date earlier than October. Since June 7th representatives have continued to call me every day, multiple times a day to harass me about the balance. When I talked to them I informed them that I will not pay for a service that is not being provided. The company sent me a collection notice at the beginning of July requesting payment even though I should not have a balance because they have not provided service.

I am requesting that Alder Security stops harassing me because I do not owe them any money. To this date no one from their company has scheduled an installation appointment for a working panel. Under the terms of the contract the company is required to provide security monitoring service in exchange for payment. Alder Security violated that contract and should let me out of the contract without paying a penalty. Also, they need to stop harassing me and remove any “past due” amount because I do not owe for services not rendered.

I called Alder back and let them know what was going on. They said there's nothing they can do. So, I sent back all the equipment. Then it took them five weeks to give me back my money and they held $100 off that money. They didn't give me my full reimbursement. They said it was a restocking fee, but I don't understand why they had to restock my system when this was not our fault. It was a new service that couldn't even get hooked up. I explained that to them. I would understand if I hooked up the system and then wound up not liking it.

I'm in Peoria Housing Authority seniors building and I'm already missing $100,000 worth of my stuff at the apartment. I don't need the same incident that happened here. I gotta take a picture of every little single thing that I have when I moved and that's including food and everything else that I have. I told Alder that it doesn't make any sense that they're pulling money out of my account when I'm not fully secure. They gave me a choice to pay out of my contract or give it to somebody else that can take the responsibility. But who wants to take responsibility for a system does not even work?

I moved into my apartment in April and I had a problem then with my system. Alder is supposed to give me a new panel but every time I talked to someone, they would say they didn't say anything like that and that everything looks fine on their end. I told them that it went down again the second time when the power went out or when the janitors can go into the building and shut my power off from downstairs. You can open my door without this alarm coming on because that was what happened to me last Saturday. I came into my apartment and I set my alarm. I took my niece back home and when I came back, my alarm did not go off.

All of my coats, jackets, sweaters, anything that I thought that was hanging with a hanger, I took all that down off my racks and packed that up on the side of my bed and took pictures of them. Everything is all gathered up into three piles but all on one side. That way, I can see what is taken out of my house. I called this alarm system company explaining to them, "When this power shuts out, your system does not work." But they are not understanding that and they don't want to hear it. I told them today, "Do not pull out of my account because I will pull my card down because it's unfair for me to let y'all keep pulling out of my account for a system that does not guarantee any working." When you leave your house, you want to be secure.

I have a security alarm in my home and if I had issues, they would just replace it. But with Alder, each person that I spoke to said the issue was not the system to just troubleshoot. I sat on the phone with them for two hours on three occasions and it didn't work and I just got tired. I want to return this and I want to refund it from day one because it's not working.

Once I realized what was going on, I was able to get the camera hooked up without a problem. But I had a deal where I was playing with the control module. Unbeknownst to me, the trip switch on the back of it issued an alarm. My phone goes to silent at 11:00 at night and I'm playing with it sometime between 11:00 and midnight. They were trying to get ahold of me and couldn't because my phone was on silent. So, the next thing I knew, a cop was knocking on my door and was asking me if I was okay. So, their vigilance of the system is good.

I'm happy with Alder Security so far. I wish their accessories were a little cheaper though or that you could buy off-the-shelf accessories, like any webcam hooked to the system. I am planning on buying another outdoor cam and four more water monitors to stick under sinks. I'm looking to amplify the system. The outdoor camera, though they don't say and don't provide it, is capable of taking a solar panel charge unit to where you don't have to pull the camera down and charge it with a USB cord. You can just connect the solar panel with the charging type deal up to it and you never have to take it down. They don't advertise it and they only advertise the solar panel charging unit. So, you have to buy that off of Amazon.

Looking back through Adler's cameras, some of them had individual rechargeable battery cells, like C or D-sized batteries. It’s about as big as a fist type battery and it’s going to be hard to find the battery to replace it. So, you're gonna have to buy it from them. But I bought the solar panel and hooked up to it. It'd be nice if they had advertised that in their paperwork. If you have to take it down, you're charging the batteries that I have and my camera takes approximately 12 to 14 hours to get a full charge and that's with a rapid USB charger. But it lasts about a month and a half, depending on movement. And with the solar panel, you don't have to worry about that. It's charged all the time.

I do not want this. It doesn't work. They insist on running their tests on the unit then say, "Well, it's running now. Sorry for the inconvenience." They are not listening.. The unit works Okay If you are Home and Never leave. If that's what you want GOOD For you! **Panel failure. ***Cellular Communication Down. ** Communication to base station down. The unit communicates it doesn't work. The SENSORS do not always work. ****One tech said, "They are magnets, they're not always going to work." I have my alarm on but once door opens the unit was still on arm.

The time I ran their test they sent police. Why? I say. "You said you would call me first before dispatching the cops." IF you were monitoring as you say you would have known I was home running your test. The tech support sent me to customer service. An hour hold total and then it's actually the same person. He says, "ya, I'm customer service too." Ask for a Manager if you are stuck with the run around like this. I sent nice letter of complaint with their unit asking they Cancel whereas they breached their contract they never even sent me till about 2 yrs later!

Recently asked they send letter to confirm cancellation but instead they send a bill saying for monitoring. They did not monitor as they say. This is how they monitor. Unit or no unit...the monitoring is the same!. One big lie! The unit has been with them since December so figure that one out. Maybe they consider customer service as "Monitoring." ¿ The unit tells you there is a problem when you look at it. It was down all day and No one Alerted me of it. Better to get a Dog!!!! Little by lil stuff out of my place and as I continue to pay for it. Really bad! You been warned.

I also signed a written Contract Cancelation Notice form, and verbally canceled over the Phone as well, as instructed in the Contract, which I also have proof of. I was told when I gave my verbal cancelation that I would NOT need to return the equipment if my memory serves right, which I give Alder permission to playback the recording. I begun showing concern when I received a Collection Notice from Alder in the mail. I called Alder, and now the story is completely different. I need to return the equipment now. Well I requested a label mailed to me, which I didn't get since it was sent in the form of email, which would not work and I explained that since I do not have access to a Printer. I then made another request, to which I got the label and lost it, due to me having a very busy schedule, to which made me lose track of the label since it was something I set aside.

Today, I tried getting a label. I was told I'd need to contact Hillcrest Collections. I contacted them, to which they advised me that Alder provided them a copy of my Contract which was altered into saying "3 days" instead of "30 days" and never advised Hillcrest of my written cancelation signature. This is fraudulent on Alder's side, and I am taking this matter very seriously. My request to Alder is to advise the collection agency of the mistake, and close the account and zero out charges. If not, my next step would be to get in contact with an Attorney General and take Alder to court for misrepresentation of the Contract. Contact me ASAP to resolve this.