Alder

November 22, 2017RE: [redacted] To the Revdex.com, Thank you for contacting usMs [redacted] signed up with Alder on 4/29/and has never mentioned these allegations to us in all that timeWe have attempted to reach Ms [redacted] to discuss this matter but we have been unsuccessfulI left a message on her voice mail with my direct number and I would be happy to discuss this with her anytime that works for her.Sincerely, Brandt N [redacted] | Alder Compliance Manager

December 29, 2017RE:? [redacted] ? To the Revdex.com, Thank you for contacting usWe have instructed our service department to contact the [redacted] ’s right away to get a technician out to their homeWe have also given the [redacted] ’s months of service at no chargePlease have the [redacted] ’s contact us if they need anything else.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

January 22, RE: [redacted] To the Revdex.com, Thank you for your replyUnfortunately what was stated In our previous response is all we are able to offer at this timeIf you have any additional questions please feel free to contact me at ###-###-#### Sincerely, Brandt N [redacted] | Alder Compliance Manager

July 7, 2017RE: ? [redacted] ? To the Revdex.com,? Thank you for contacting usMs [redacted] asked to cancel the contract days after installationIn accordance with the law we allow customers days to cancel without penaltyAfterwards, the terms of the contract are invokedThe contract calls for 90% of the remaining balance for early termination but in order to be accommodating to Ms [redacted] we agreed to release her on condition that she pay a $cancellation fee to cover time, labor and use of what was new equipment? We wish Ms [redacted] the best but we will not be issuing her a refund at this time.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

May 28, Re: Michael *** To the Revdex.com, In response to the complaint outlined in Mr***’s letter we apologize if he felt mislead in any wayWe understand that there can be some confusion when transferring from one home security company to anotherFor this reason we have a representative from our corporate office speak with each customer prior to installation to make sure they understand what is taking placeAfter retrieving this phone call from our archives we were able to determine that Michael was informed of the following: That Alder was not related in any way to his prior monitoring service and that he was signing a new agreement and would need to contact his prior service to cancel with themMr [redacted] confirmed that he understood both these factsOnly after this confirmation did we proceed with installation In order to reduce the financial burden of being in multiple contracts we are willing to pay the remaining balance of his agreement with Vivint, whom he stated would not release him from a year agreementDuring the phone call previously mentioned Mr [redacted] informed us that there was not a remaining balance with Skyline so we will assume that agreement has been satisfiedIf this solution is acceptable to Mr [redacted] we ask that he send us a final bill from Vivint and we will issue him a check shortly thereafter Respectfully, Brandt [redacted] Compliance Manager

January 11, 2018RE: [redacted] To the Revdex.com,Ms***’s complaint listed the following concerns:Customer Service hold times.Phone calls not returned.Technician wait timesAs mentioned in our previous response, we offered to send a technician on December 21st but Ms [redacted] said that wouldn’t work for herI asked her to send us a date and time through your office so she doesn’t have to call in and that doesn’t work for her eitherWe have given Ms [redacted] multiple months of service at no charge and have been trying to resolve her issues but she won’t allow us toOur offer to send out a technician at no charge still stands but we are unable to cancel the contract at this time.Sincerely, Brandt N [redacted] | Alder Compliance Manager

? Complaint: [redacted] I am rejecting this response because: This company? response is not true.? First of all, I was blindsided by the company's representative who took advantage of a Senior Citizen.? My daughter made contact to this company by phone and mail regarding this expensive monthly bill and contract.? Why would I change my Alarm company when my monthly bill was cheaper than this company and I own my equipment.? My daughter called and told them that I was moving out of State and plans to sale the house.? I have no need for a move fee to be waived? when my daughter already has an Alarm company.? Why should I pay for something when I am not planning to live there.? I am requesting for this service to be discontinue immediately Sincerely, [redacted]

March 8, 2017RE: ? ? ? [redacted] ***? To the Revdex.com,? Although we disagree with Ms [redacted] premise that it is her right to cancel a contract that is still in term we agree to release her as a gesture of goodwill and out of gratitude for the and a half years she was a loyal customerA member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because: ? Proposed Dispute Resolution? ? There has been no refund delivered to me or my Bank for deposit to me as of Aug 17th? All ? I know is, ? I did not receive it and if it was sent for deposit to the only bank account of mine that Alder had information on, it would have been rejected, ? because I closed that account in mid June.? In late July we also moved from TX to LA? Alder knows who or where the refund the sent, and if it was a check to me sent to the address they have ? on file, the forwarding may not have been completed correctly.? If Alder intends to complete ? the refund, they can ? send a check to [redacted] ? [redacted] ? [redacted] ? ***, our new address.I believe Alder tried to draw money in July because I received two calls from them in Julyasking why the payments were not made? There could be several explanations for these facts ? that do not not imply questionable intentions, but my suspicions certainly have not been alleviated and I have not seen evidence of good faith action.Mr.N***'s statement referring to the contract being closed and all payments ? and terms completed, is accepted.? I remain dissatisfied but ? willing to change with positive action and explanation from MrN***? Sincerely, [redacted] ***

July 29, RE: [redacted] To the Revdex.com, We apologize for the delay, our records indicate there has been discussion as to whether Ms [redacted] would return to Alder or switch to the other provider so we were unsure of her intentionsHowever, the request was made earlier this week and the letter should arrive sometime next week Sincerely, Brandt N [redacted] | Alder Compliance Manager

January 25, 2018RE: ? [redacted] To the Revdex.com, Thank you for contacting usWe apologize for the paperwork Mr [redacted] has had to go through, it is a somewhat lengthy process when cancelling the contract earlyIt appears that the necessary documentation has been received from Mr [redacted] and we are only waiting for the final payment to clear.Sincerely, Brandt N [redacted] | Alder Compliance Manager

To the Revdex.com,? Thank you for contacting usMrs***’s account has been cancelled with no penalty and we have been calling the number 318-443-but was not able to leave a voicemail to let her know we could get a technician out to her home on 8/13/between 8am - am to pull the systemPlease have Ms [redacted] confirm with our scheduling department at EXT if this time works? Additionally, we will be refunding ? $back into the checking account that was on file, once the system has been picked up? ? Sincerely,

Revdex.com:I received a call from Alder todayI would like all communication with this company to cease as well I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAs long as this company honors what they are saying and I would love to see a better response time on issues because days is unacceptable on repairing a broken alarm system Sincerely, [redacted]

January 11, 2018RE: ? [redacted] To the Revdex.com,Ms***’s complaint listed the following concerns:Customer Service hold times.Phone calls not returned.Technician wait timesAs mentioned in our previous response, we offered to send a technician on December 21st but Ms [redacted] said that wouldn’t work for herI asked her to send us a date and time through your office so she doesn’t have to call in and that doesn’t work for her eitherWe have given Ms [redacted] multiple months of service at no charge and have been trying to resolve her issues but she won’t allow us toOur offer to send out a technician at no charge still stands but we are unable to cancel the contract at this time.Sincerely, Brandt N [redacted] | Alder Compliance Manager

I've attached a copy of Ms [redacted] 's contract as she requestedIf Ms [redacted] can produce a bank statement showing that she began paying for the system in February of we will make the necessary adjustments to her account

To the Revdex.com,? Thank you for contacting us? Reviewing her account I see that Ms [redacted] was able to find someone to take over the accountwe apologize for the frustration, this account will be cancelled once the system is reactivated with the new homeownersPlease have Ms [redacted] give us a call on Wednesday 20th of June to follow up on the cancellation of the account.? Sincerely,

As of this date we have not received any such letter as the one mentioned in the last correspondence

November 29, 2017RE: [redacted] To the Revdex.com,Thank you for contacting usWe attempted to reach Ms [redacted] to discuss her complaint but we were unable to reach herShe has mentioned that her rate is higher than she is able to afford and she would be more comfortable paying around $per month, consequently, we would like to offer to reduce her rate from $to $If this is acceptable we will proceed accordingly.Sincerely, Brandt N [redacted] | Alder Compliance Manager

January 25, 2018RE: ? [redacted] To the Revdex.com, Thank you for contacting usMs [redacted] ’s contract was not purchased by another alarm companyWe are the same company she originally signed with, only we changed our name in from Alarm Protection to AlderMs [redacted] ’s contract was signed on July 6, and has a term of monthsThis is why she is still being billedI have attached a copy of the agreement as she requestedAs a sign of goodwill, we have waived the past due amount of $but she will need to continue making payments until July 6th of this year.Sincerely, Brandt N [redacted] | Alder Compliance Manager