Alder

RE: *** *** Customer account number:*** Tothe Revdex.com, Thank you for contacting usIn response to Mr.***'sconcern, Alder would like tonot only waive the past due of $but we would also like to keep him on
the same month to month monitoring service he has hadsince his contract expired in Octoberof 2017.Thisconditionof month to monthservice was specified by one of our agents during apreviousconversation with Mr***. We would also like to offer the monitoring services at a lower rate than what he currently has.Atthis point, we have tried reaching out to Mr*** andit appears as thoughhe may not be taking calls from our phone numberWe have left a voice message on an alternate phone number we have on fileMr*** may respond by any method he deems fit

January 4,
RE: *** ***
To the Revdex.com,
Ms***’s account has been cancelled as she
requested and we ask that she please allow time for her refund to arrive before
rejecting our responseDue to the holidays the delivery time will likely be
longer than anticipated
Sincerely,
Brandt N*** | Alder
Compliance Manager

To theRevdex.com, Thank you for contacting us. I understand Mr***'s frustration and I would like to help him, the agreement that we have on file shows 60-month agreement and we have listened to the audio survey that is done with our customers before they are installed to make sure they understand the terms and conditions of the agreement and Mr*** understoodMr*** says that he has a contract that shows 3/18/of expired date, we do request that Mr*** sends us a copy in order to go as far as cancellation. Sincerely,

Please provide us with your account number so that we may research the issue

We apologize for the missed appointmentAs compensation, we have credited Ms*** months of service at no chargeThank you for your assistance with this matter

January 18, 2018RE: *** *** To the Revdex.com, Thank you for contacting usAlthough we did not receive Ms***’s notice of cancellation within the allotted three days we have released her from the contract and refunded her moneyA member of our customer service team
will contact her to schedule a time to retrieve the equipment.Sincerely, Brandt N*** | Alder Compliance Manager

October 13, 2017RE: *** *** To the Revdex.com, Thank you for bringing this to my attentionI immediately cancelled the account and issued a full refundPlease allow 3-business days for the funds to appear in the bank accountPlease let us know if anything
else is needed.Sincerely, Brandt N*** | Alder Compliance Manager

To the Revdex.com, Thank you for contacting us Reviewing this account in Sept is when Mrs*** called about the issue with the system we have attempted to troubleshoot with her but Mrs*** requested for a technician to come out, we tried to get Mrs*** over
to scheduling but during the transfer the line hung up, no calls since then in March is when we received a call from Mr*** and he was able to speak with our scheduling dept but it looks like we did not have a technician available at that timeWe apologize for the inconvenience of not being able to get a technician out at a timely manner, we are hoping that Mr*** would give us a chance to come and fix any equipment that is having issues and if a sensor is needing any replacements we are more than happy to get it replaced as wellAdditionally We agreed to refund the months Mr*** has requestedPlease have Mror Mrs*** contact us if they have any further questions

July 11, 2018RE: *** ***Account Number: ***To the Revdex.com, Thank you for contacting usWe would like to keep Ms*** as a customer and we will likely be able to pay her remaining balance with Vivint if we receive her final bill, which they should provide upon
request from herAs a gesture of goodwill we have waived Ms*** past due balance of $We will wait to hear Ms*** desired course of action before proceeding. Sincerely, SomalyY | Compliance Supervisor

July 22, RE: *** ***
To the Revdex.com, The complaint as stated by the customer is “An Alder technician, Tyler M***, visited my home June 4, and offered to upgrade my current alarm systemHe purposely deceived us into believing Alder was somehow affiliated with our existing service providerI learned of this deception beyond the three day grace period.” In the call that I attached in our original response the question is asked of Mr*** “Do you understand that Alder does not have, nor has ever had, any relationship with ***?” Mr*** responded “yes.” This call was made before the system was installed and the three day right of rescission began the day afterRegardless of what MrM*** may have said to Mr***, the claim that he was not informed that we were a separate company from his previous provider has been proven to be incorrect We are still willing to pay the remaining balance of Mr***’s agreement with his previous provider and to help in any other way that we can but we are unable to cancel the agreement at this time Sincerely, Brandt N*** | Alder Compliance Manager

August 18, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe are currently discussing this issue with Mr*** and we should arrive at a resolution shortly.Sincerely, Brandt N*** | Alder Compliance Manager

November 30,
RE: *** ***
To the Revdex.com,
We would like to offer Ms*** two months of
service at no
charge and a reduced monthly monitoring rate of $*** to
compensate her for any inconvenience she has experiencedWe would also like to
offer to send a technician at no charge and at her earliest convenience to fix
any issues the alarm system may be having
Sincerely,
Brandt N*** | Alder
Compliance Manager

July 28, 2017RE: *** *** To the Revdex.com, Thank you for contacting usOur sales representatives don’t use Android and are unable to perform a hard credit check without the customer giving them their social security numberThere are many inconsistencies in this
complaint and the customer is repeatedly referred to as “homeowner.” We have tried reaching Ms*** to discuss this issue but have been unsuccessfulWe would like to speak with Ms***Please have her contact me at 385-218-2747.Sincerely, Brandt N*** | Alder Compliance Manager

March 30, 2017RE: *** *** To the Revdex.com, Although the contract states months, as a sign of good faith we have reduced the length of Mr***’s agreement from to monthsAlso, Alarm Protection changed its name to Alder in but Mr
***’s account never left usHe is still with the same company he originally signed up with.Sincerely, Brandt N*** | Alder Compliance Manager

October 4, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe would appreciate the opportunity to get a technician out to Ms*** home so that we can make sure everything is working properly and her home is secureWe attempted to reach her to
set up an appointment but were unable to reach herPlease have her contact us so we can arrange thisAlso, due to the inconvenience she has experienced, we would like to offer to reduce her monthly rate from $to $and give her the months of October through December at no chargeIf this is an acceptable arrangement we will proceed to put these measures in place.Sincerely, Brandt N*** | Alder Compliance Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Marion Free

December 27, 2017RE: *** *** To the Revdex.com, Thank you for contacting usTo compensate Mr*** for the equipment issues he has experienced we have reduced his monthly rate from $to $and given him months of service at no chargeThank you for your
assistance with this matter. Sincerely, Brandt N*** | Alder Compliance Manager

May 16, RE: *** *** To the Revdex.com, Thank you for contacting us regarding this issueWe are happy to
accommodate Mr*** and apologize if he was lead to believe otherwiseWe would like to reduce his agreement from months to which would make the ending date 7/23/We are also willing to forgive the past due of $and begin anew 6/1/If this is acceptable we will proceed accordingly Sincerely, Brandt N*** | Alder Compliance Manager

February 22,
RE: *** ***
To the Revdex.com,
Our records indicate that we have done everything we
promised Ms*** we would doA technician has not been dispatched because
Ms*** entered into an agreement with another alarm company who replaced
our security system with their ownIt is our desire that Ms*** is content
with our agreement and we believe that what we have offered her is more than
fairIf she would still like to be released from the agreement we will agree
to do so on condition that she pay 50% of the past due balance which is
$***, her portion being $***If this is acceptable we will proceed
accordingly
Sincerely,
Brandt N*** | Alder
Compliance Manager

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