Alder Holdings
Reviews and Complaints

Company absolutely sucks wouldn’t recommend at all. System not working (there issue) wait four months before it’s fixed after I threatened to leave the company nobody could come til Feb, moment I threaten to leave and become fed up somebody can come but offered a credit yet they are still taking from my account every month although I supposedly have a credit. Credit is enough to cover me for three months then tell me I can’t get a refund back to my account til 4 weeks. Call during week can’t speak with supervisor always say one will call back 1-2 hours never received a call back. Call on weekends and they say no supervisors are there or available. I mean who runs this company then?

I called on 06sep23 to Cancel and Close the account with Alder Security's staff by the name of Bryan Amezquita sent me a notice of cancellation form, I filled it up dated and signed it. He wrote to me that and said account will not be closed till I paid 148. When I got the money I paid 148 another staff by the name of John Christopher pino sent me an email acknowledging they received the 148 and the account will be cancelled and closed after 7 days that was on 27sep23.

Till today I spoke to Vivien menzano, Jemboi Famador, Kamy Howard and Sierra Douglas said she would call me back in 5 minutes.

The account has not been cancelled and closed, and I did not receive any call.

This company trapped us in a 5 year contract and when it was finally over and we started the cancellation process they made us jump through hoops to cancel. They called my husband to renew the contract and he refused, so they stopped our service and we took our modem down. What’s worse is that they’re still charging us 2 months later and REFUSE to give us a refund of our money when we DIDN’T HAVE SERVICE! I’ve never been more furious with a company in my life than I am at Alder security!

My home security panel and sensors have clearly gone bad (really faulty for 2 months) including false alarms, the panel being blank when trying to input my alarm codes, and also the alarm NOT REGISTERING that anyone has entered my home (that someone being me! The alarm stays engaged after entering my home... thats NOT secure. NOT SAFE! How is this my protection when they make up excuses instead of fulfilling their part of the agreement I pay the bills they don’t have to give me equipment that works? When

Alder

450 N 1500 W, Vineyard, UT 84057

[protected]

If you have any questions or concerns, please contact the BBB assigned to your complaint:

BBB Mountain West

3703 W. 6200 S. Salt Lake City, UT 84129

[protected]

originally signing up they clearly stated that if i have any

originally signing up they clearly stated that if i have any

problems in the future with my equipment “just give them a

call” and they will replace the FAULTY EQUIPMENT Needless to say its not that easy. I have made multiple calls and they wont give me equipment its like a bad marriage, im stuck for 5 YEARS! The cameras dont work, the smoke detectors dont work, and now the panel doesn’t work its not just giving false signals but not picking up when i walk in the door and othertimes blanking out not letting me input my info in so it will stop screaming at me. This is ridiculous. Another day sitting on the phone while i should be at work with NO RESOLUTION AGAIN. I want my money back, released from this contract, or simply little to no hassle to get my faulty equipment replaced with good equipment without all these outright EXCUSES! come on Alder

Today's date 2/8/23.After rec several unknown # texts allegedly from Alder, I called the number loaded in my phone and was told i was to get updated equip. Sch appt 1/7/23 2-5pm. No show, no call. I called Alder was told appt chgd to 1/10/23 9-12pm. No show i called Alder could not give me any info. 3:30pm rec call from installer who is sitting in street 3 doors down asking where i am. Had to walk out in street wave them down. Installer looks at old panel and says never saw does'nt know how to remove. Makes other excuses. Uses new sensors that can't line up even and have not worked over 4 times. Could have been robbed and worse. Did not replace smoke detector and old went off 2/6/23 no call no monitoring. Home could have burned down. Did not have window sensors. Installer calls me 2 days later to ask me if they'd been here?I reminded him he needed to learn how to remove old equip and return. He said he would call next day, never did.

Extremely unprofessional! This company has gone way down hill since I first signed on. Can't afford to pay for this unqualified malfunctioning equip/service. Want out of contract immediately. On limited income, disabled. Please help someone. Customer service over last 2 months has been worthless!

Call on several occasions about my home sercurity not working. My home has been burglarized 2 times in the last 6 months. No alarm was sent to the police. So I lost a lot of stuff. I was sent new sensors and place them properly but still not working. I contacted Alder to ask if someone could come out and repair and install the outdoor security cameras and no one ever came... Yet I am still paying for services that I can't use. This is a horrible service 😫. I don't mind paying for something that I use but I want it to work. I never received the outdoor camera I was promised either. I do not recommend this service 😒

On 25 July 2022, Tyler Jones informed me that Alder would buy my contract from my current alarm company if I signed with Alder. I told him that I was in a contract and didn’t want any problems. He assured me there would be no problems. There was a payoff over $900. Every time I call. I am told the check is in the mail. I’ve called over six times and I BBB get the same story, checks I’m the mail. Can you please help me. I am retired military on a fixed income. Thanks I’m advance.

First, they sent a card to me to update it still does not work; it goes an arm away by itself and drops off my door sensor. Now they what to send someone to look at it but don't know when someone can be here. This has been going on for a year, understand, and I get around. Last I know, they'll send someone sometime in the future. I can handle it anymore.

I was getting wifi for my house when the person from the wifi company I was talking to transferred me to Alder. I told the Alder guy I wasnt interested but he continued to talk and I kept telling him I want interested at the moment.

He said I had to get it because it came with my wifi deal . They charged me $99 the day the equipment arrived. Then I got charged $49. I tried to cancel but they said I couldnt or else I would need to pay $2600.

If I tell my bank to cancel payments from them then it will just keep on stacking.

So what Im I supposed to do I do not have enough money to pay for a security system I never wanted ! Liars , scammers and heartles

I have been calling customer service at Alder for the last 10 days regarding my panel that is not sending a signal to notify them if there’s an intruder in my house. Every time I call customer service states that they have escalated the ticket but whenever there is an available technician scheduling will call to set up an appointment in the meantime I am still being billed for services I am not receiving! I am truly at a loss. How long will this go on? Customer service also stated that I’m still in a contract with them until 2023 but could not give me the exact date of my contract termination. There has also been a previous email sent to customer service with no respond I want out of my contract and the monies I paid with no service.

I called to set up new device received due to the other one was left on old door. I spoke with customer service like 10 minutes was transfered to technical support. I asked the representative will it be long hold time he said no. I was on hold over 2 and a half hours with no one coming back to check on me not once. I ended up hanging up at 9:04 pm this totally unacceptable! Rude

Since June 2021 Alder has been harassing me with billing for services I've never have had, and equipment disconnect, equipment I've never had! I have a record of 65 calls in my Voice Email Box, some days I get two calls; texting; emails and regular email notices and using all of my three phone numbers, even after I block Alder. Just today they send me an email by billing with a disconnect message by Alder Billing Department eMail [protected]@Alder.com by Hallie Shepherd, Billing Specialist [protected] x 496 and cell phone number [protected]. I called but was not available. I called Alder and a supervisor Zack answered, but he insisted I give him my information. Of course, I don't know how they got all my personal information. Alder is located at 450 N 1500 W, Orem, UT 84057. And the CEO is Adam Shanz. I've reported them to the attorney general in Utah and to the Better Business Bureau. They lie about everything about me. I don't know how they have my information, but I've never become their customer nor ever had their equipment! I called the Orem Police Department and they said to call my police department. My Police Department says to just block them; I have blocked all my 3 phone numbers, but they still contact me.
When I tell them I'm not their customer they insist on my information! I have given my information and never will! My next move will be a lawsuit. They do have several lawsuits from several states. I've complained to the Attorney General and BBB but has not helped.

They young man came by selling the security system. I stated to him we are renting the property & he needed a statement from our landlord. He returned to our home a few days later showing my 72 year old mother a document that he stated "he got this from our landlord." My mother signed the documentation & gave him the bank information on the account we share. After returning home, I called Alder numerous times asking to speak with the salesman. I spoke with my landlord and he stated that he "never authorized anything." I made attempts to call and speak with someone. During the time the security system was supposed to be hooked up and working. Our cars were broken into 3 times. When I finally spoke to someone I asked where can I send their equipment? They said they could't take the equipment back. Not until a salesman came to our house, I was able to give him the equipment. I recently received a call that they were going to put it on my credit. How is this company allowed to put blemishes on my credit when they didn't have authorization to place their equipment inside our home? We were even charged a fee by the landlord because they youngman drilled quarter size holes in the walls! HELP!

Try to use says theres100.00 available but been declined two times think it a scam

My mother had Adler Home Security system in her home. She passed away last April and I called to have services discontinued. I was told to send a death certificate which I did immediately. I was told it takes 90 days to verify death certificate and to call back then. She was billed an additional three months. I asked for a refund and was told it is company policy not to refund that money. I was told that my mother was no longer here so a check to her wasn't possible to do. I have had no other problem handling her affairs. This company is doing wrong!