Alder Reviews 1,249

Alder security is a rip off. I called a month ago and requested the monthly monitoring to de disconnected. The sales rep did not tell me that I needed to sign a cancellation form. I received an invoice in the mail and the account manager would not waive it despite my request to cancel which was done two months prior. She was rude and she hanged up the line on me.

I was never told about a 60 month contract I would have to be in. I told the sales guy I was going to be in my apartment for 1 year, maybe 2. Customer service is bad. They send you to multiple people and you get put on hold a lot. The people you talk to always have to talk to someone else. It took me forever to just cancel. The business system is set up for manipulation.

This alarm company has the worst customer service!! I have been waiting for 3 months for my replacement Camera!! It was approved March 9th, but has not been shipped as of today 3/22.!!
I have been pass from person to person and no one seems to know or how to help or solve my issues!! #BADALARMCOMPANY#
#BAD CUSTOMER SERVICE #

My alarm system was destroyed in a house fire. I tried to cancel my service, but was told I could not cancel until I paid the contract off. No consideration for the fact that this was due to a lighting strike. On 3/15/2022, I was calling to try and get some resolution to the issue, I was placed on hold for one hour and forty five minutes, after being transferred 3 times to 3 different representatives. After being on hold for one hour and forty five minutes, I finally got frustrated and just hung up. I have been paying for this service for over two years, although no service/monitoring was rendered. This type of customer service is unacceptable. It would be nice if someone in your management chain would reach out to help resolve this issue.

PS: A Very Unsatisfied Customer...

I signed up with Alder in October 2020. I was looking for a alternative Security System then what I already had. Alder offered me a reduced price, and a 30 day cancelation period, instead of their usual 3 day cancelation period sine I was unsure of signing up. I agreed to the *30 days.* I received the Equipment, and soon decided it was not for me. I canceled within those 30 days that I was promised and is STATED IN MY CONTRACT which I have proof of. 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. Everyone who is thinking of doing business with Alder or it’s other companies, please do not. You’ll only empower their deceptive tactics and untruthful behavior.

It cost me over $300 to resolve my countless issues with this company. I waited many times up to 2.5 hours on the phone to speak with customer service only to be disrespected. They have finally stopped billing me for service that was never installed or used. Talk about thirsty, they for real drained my account. All I wanted was home protection, not bank robbery.

I question their security methods used in the web and app passwords. Having worked in IT my whole life, I understand the need for encrypted passwords. I have a system of changing my passwords every month and a few months ago encountered the glitches in Alder's system. I entered a password which contained a special character. I could not log in after that. After working through Customer Support and then on to Tech support, I spoke with a very nice and friendly agent. After some interaction, she told me what my password was. The special character had been changed to some alphabetic character. (No message had been given when I put in that password that the special character was not allowed). I changed it again to something that did not have special characters and then it worked. This whole process tells me that their passwords are NOT encrypted at Alder. The policy should be that passwords can only be changed, not EVER looked up.

My most recent password change failed again (no special characters). Neither the web page nor the iPhone app accepted the password. I specially typed my password into a text document so i could copy and paste to make sure it was correct. I changed the password to that and it put me into the web site in my account and I could see everything i should. However, that new password still fails in the web site login and the app login. In the web site, I go through the "forgot password" process and paste in that password each time and it again puts me into the web site in my account (without asking to log in again with that password), but the next time (pasting in that password) it fails again. At this point, the only way I can get into the web site login is through the "forgot password" option. The app still always fails.

I hope their system in general has better security policies than what they have for their web and app login security.

I have brought up these issues with Alder and did not have good results.

I have been a valued customer with Alder security since 2014, never missed or late on any payment. This is the worst company, terrible customer service. My outdoor cameras have not been working for 2 weeks. I have been calling for 2 weeks and they have been telling me that I will be receiving a call from scheduling to schedule and appointment for a technician to come out to my home. They advertise that they provide Superior Service and their people come first. LIE! Terrible company!

This is the worst company, terrible customer service. I can never get ahold of my rep, or anyone. The smoke detector goes off all the time - they keep telling me it is software. But they have yet to fix it correctly. The camera's have not worked since approx. 2 weeks after install. I have been trying to deal with them for 10 months now. Terrible company - I wish I would of read all these bad reviews before signing up.

When we 1st signed up for this company we were not told that we were entering in any sort of contract nor do I remember anybody saying anything about a contract. Then, when I tried to move 1 or 2 months later, they said I had a contract for 2 years and that I would have to pay over 2000! to cancel it. I was like, no, I guess I'll just keep it. Big mistake. I haven't used their devices or services for 2 years now. And when I call them again, they said I'm in a five year contract that ends in 2025! Like what!? Then even though I told them I had never agreed to any contract, they can't help me except to pay it off (which I'm not going to do when I'm not even using their service) or have someone take it over. I'm tired of getting scammed by companies. And I feel sorry for everyone who fell for their underhanded tactics. I sure am.

I have been a valued customer with Alder security since 2019, never missed or late on any payment. When I decided to cancel my contract, because I was moving, I was treated horribly. I could not speak with a manager that was able to give me accurate information. I was placed on hold time after time and transferred from person to person. Do not do business with this company.

I've been trying to reach my rep since they left after installation, installer poked a hole in the wall and my fire kept going until finally I had to have it disengaged on the panel cause nobody wants the fire department to show up for a false alarm

This company sucks so much, makes sense why they don’t have reviews available on google or Facebook because they would lose so much business that way. If people knew how awful this company was before buying anything from them, they would be so much better off avoiding this place like the plague. For one, customer service does not exist here. Every time I call them (which I absolutely hate doing now), they only give me continual responsibilities without doing anything for me as the consumer. Also, I have had one of them talk over me completely while on the phone with them, absolutely rude. They all need more training in customer service.

Another point of concern against this company is they absolutely scam individuals into contracts that last 5 freaking years! I was never told of this at sign up and that I could not cancel service unless I paid out over $2,000 or “find another person to take over my account”. That has scam written all over it.

If you read this and are considering this company, don’t. You can find a much better set up elsewhere. Their “policy” will only lock you in for 5 years which is far too long. Save yourself that trouble. I personally can’t wait to never deal with these incompetent people and scam of a company again. They should all be ashamed of themselves. And before I get a response to this post to contact their “customerservice” email- already did that. And like I said, no customer service exists at this company. It’s just a dead end like every other time I’ve contacted them. It is very frustrating.

This whole system is garbage and I absolutely hate that I have a contract with this company.
I was led to believe that I was only signing for a year, but it turns out I signed for 5 years.
Nothing about this system or the customer service works properly. The only purpose this system serves for me is the door chime to let me know when someone opens a door.
I will go out of my way to let friends, family, and strangers know that I loathe this system and this company and will discourage everyone from making the same mistake I did when I signed a contract with alder.

Customer service is absolutely horrible. In trying to resolve my issue, the first agent continually talked over me instead of listening and then promised to look into the matter and call me back - Never has called (Lied to me), the second person listened and promised to pull information and return my call - Never has called (Lied to me). After ordering my service the equipment that was sent was wrong and they are refusing to correct the matter without extra charges. I have equipment that I do not need or want. This company is inflexible and does not work toward satisfying the customer. I would not recommend this company to anyone.

Davis was very kind and understandable. He made it easy real easy for me to complete my task thank you.

Davis helped me with my issue and was very professional.

Thank you!

The doorbell Camera is a JOKE.
They did away with their 2GIG SYSTEM and have their own junky system now. The other system was much better.
They have their own app now and its non usable. It is still in a BETA mode. It gives you NO motion activity on your doorbell like the 2 GIG SYSTEM did.
You dont know when someone is at your door because it doesnt alert you!
And they hype their doorbell camera up on the sales call. They claim you can move your phone around and it will give you a larger viewing area. (LIE) They say its a 5 G system, thats a lie. This is my second go round with Alder and I wish I had NEVER SIGNED with them again.
DO NOT BELIEVE WHAT ALDER TELLS YOU.
I wish there was a class action lawsuit just to get me out of their contract. And I will continue to alert future customers about the failures of Alder.