Alder

We have been in contact with Ms [redacted] and are currently working with Ms [redacted] to get the information needed to clarify this issues raised in this complaint

November 8, 2017RE:? [redacted] ? To the Revdex.com, Thank you for contacting usWe apologize for the delay and appreciate your patienceWhen a customer decides to have another individual takeover their account there’s a lot that needs to be done amongst the three parties that are now involved in the agreementWe have worked extensively on this and everything is close to being finalizedOur customer service team will contact you tomorrow to wrap everything up, including the refundsAgain, we thank you for your patience and we appreciate the opportunity to have worked with you these past couple yearsFeel free to contact me directly with any questions at 385-218-2747.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

November 3, 2017RE:? [redacted] ? To the Revdex.com,? We have explained to Ms [redacted] that the cause of her camera issues is the speed of her internet serviceThe reason she wasn’t called when her alarm was triggered is because she always disarmed the system within secondsThis timeframe is allotted to prevent the dispatching of authorities everytime someone returns home after having armed the systemAs Ms [redacted] feels the cost is too high we have taken the liberty of reducing her monthly rate from $to $54.00.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

RE: [redacted] ***? To the Revdex.com ? Thank you for contacting usAt this point we will not be releasing Mr [redacted] from his agreementIf Mr [redacted] would like to cancel, he would need to pay a cancellation fee of $500.00.? We can still service him so his system is fully functioning and would be able to get him a technician as well as waive his past due amount and credit his account for months.? Sincerely,DanielC | Alder Compliance Specialist?

? Complaint: [redacted] I am rejecting this response because:I will wait to confirm the refund and no further charges applied to my mother's accountAt that point I will accept the case as closed Sincerely, [redacted]

December 8, 2017RE: [redacted] To the Revdex.com, We have responded to Ms [redacted] ’s request and this will be the 4th time we’ve done soWe have decided not to cancel the contract at this timeAs a gesture of goodwill we have cleared her past due balance of $90.93, given her months of service at no charge, and reduced her monthly rate from $to $This is the most we can do for her at this time.Sincerely, Brandt N [redacted] | Alder Compliance Manager

? Revdex.com:Although the response if far less than our expectations of a reputable business; we will accept simply to end this messI am concerned that they did not contact us to inform us of this decision and that they also were still trying to negotiate more money from us during our second to last communicationThe last communication we had, they contacted a family member and asked how to access the equipment, which is in a home we no longer ownWe are accepting this on the condition that it means we are not responsible for any further collections of any kind.? I am highly disappointed in this businesses practices and their representation to their customer at the front doorThey directly and purposefully separately contacted my husband and I seperately and made promises to one then contradicted it to the otherWe also have a contract that has been tampered withI am ashamed of myself for not doing my research before doing business with Alder.? I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me given that it means we are no longer responsible for any collections of any kind, including their equipment.? Sincerely, [redacted]

August 18, 2017RE: ? [redacted] ? To the Revdex.com,? Thank you for contacting usMr [redacted] ’s agreement was signed on 5/26/At that time we spoke with him on the phone and explained that we are not affiliated with ADT in any way (see attached recording.) Due to that conversation and the time that has expired since the event occurred, we are unable to cancel the contract.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

January 22, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Shortly after the system was installed we spoke with Ms***’s son regarding the accountHe agreed to go forward with the contract and we explained to him how to use the systemHaving only received one payment at the time of installation on 6/2/the system was shut off on 1/7/This makes a total of months where services were provided without receiving payment and days after the services were shut off a complaint was filed with your agency ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Regarding the claim that nothing was explained to Ms [redacted] we have the agreement with her signature (see attachment)We also have a recorded phone call between her and our corporate office where we explained the terms to her verbally as wellDue to the foregoing facts we will agree to release Ms [redacted] on condition that she pay the past due amount of $ [redacted] and return the equipmentIf this is acceptable we will proceed accordingly Sincerely, Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because: I reject the response from Adler because I have been in contact with them more than once providing the information and the response has been to ask for the same information or the account number My mother is Ms [redacted] ***, Phone: ###-###-####This is a game they are playing They know what they have done is WRONG!!!!Sincerely, [redacted]

January 11, 2018RE: ? [redacted] To the Revdex.com,Thank you for contacting usWe have been in touch with Ms [redacted] and we were able to resolve her concerns.Sincerely, Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because:We did not receive a phone call from the company or a refundAs a matter of fact I have called them on different occasions and was told to call back in about a week to check on status of refundI called them on 10/4/17, 10/17/and again on 10/20/and each time I called they said to call back, the first time on the 4th talked to Troy he said he put it through and if we didn’t receive it in 7-days call back so I didn’t receive refund and called back on the17th talked to Alex he said to call back in a couple of days so called back on the 20th and talked to Brad he said he didn’t see anything on our file for a refund so he put an email in with a rush on it to check back in a week still haven’t received a refund or call or contact of any kind Sincerely, [redacted]

October 30, 2017RE:? [redacted] ***? To the Revdex.com,? Thank you for bringing this to our attentionThe account has been closed and a member of our customer service team will contact Ms [redacted] shortly to schedule a time to retrieve the equipment.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

To the Revdex.com,We have attempted to reach out to Mr [redacted] to find a resolution with himBut wewere not able to get in contactUnfortunately, we will not be releasing Mr [redacted] from hisagreement with AlderHowever, we are more than happy to send a technician out to hishome free of charge to do a full system check and still honor that free month of servicewe promised, so he will not have a payment due until next month.Additionally, as a gesture of goodwill to help Mr [redacted] we would like to help by offering tolower his rate from $to $If Mr [redacted] has any further question he may contactus at EXT 126Sincerely,SomalyY | Compliance Supervisor

Please have Mr [redacted] contact his bank to verify the refund and inquire regarding their policy of refunds submitted to closed accounts.?

August 29, RE: [redacted] To the Revdex.com, I have credited you a month of service at no charge bringing your account currentLet me know if there is anything else I can do for you Sincerely, Brandt N [redacted] | Alder Compliance Manager

November 15, 2017RE: [redacted] To the Revdex.com, Thank you for contacting usAttached is a copy of the completed contract as well as a call with Mr [redacted] from 6/7/where he chose to renew his agreement for an additional termAfter the [redacted] ’s chose to renew their agreement they were approached by a representative from Vivint, a competitor, who gave them information in an attempt to take over their monitoringBecause of the actions of the salesman the [redacted] ’s are now stuck in two agreements and in attempt to get ours cancelled this complaint is being filed regarding events that took place on 6/7/The allegations are not valid and we cannot allow our accounts to be taken over using dishonest methodsIf the [redacted] ’s would like assistance on how to approach the unethical tactics used by our competitor we are happy to help themIf they have any questions about what has been stated here they may contact me directly at 385-218-2747.Sincerely, Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because: I want the contract cancelled 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 me? Alder has deposited the required amount in my account? This was verified late yesterday? I want to thank the Revdex.com for their invaluable help in resolving this matter.? Sincerely, [redacted] ***

August 31, 2017RE: [redacted] To the Revdex.com, Thank you for contacting usWe have released Mr [redacted] from his contract as requestedA member of our customer service team will contact him shortly to schedule a time to retrieve the equipment.Sincerely, Brandt N [redacted] | Alder Compliance Manager