Alder

January 4, 2018RE: *** *** To the Revdex.com, Thank you for contacting usAttached is a recording of the phone call that took place just before the installation of the alarm systemDuring the call our customer service representative asks Mr*** if he understands that
his contract has a term of months and he responds “yes.” We have also attached a copy of the contract which shows a term of months including Mr***’s initials acknowledging the duration of the agreementAs a gesture of goodwill I have waived the technician fee Mr*** has refused to pay and given him a month of service at no charge.Sincerely, Brandt N*** | Alder Compliance Manager

December 5, 2017RE: *** *** To the Revdex.com,Thank you for contacting usAs Ms*** mentioned the cost is too high we have reduced her rate from $to $Please let us know if we can do anything else for Ms***.Sincerely, Brandt N*** |
Alder Compliance Manager

November 8, 2017RE: *** *** To the Revdex.com, We have addressed each of Ms***’s concerns in the complaint that was filed and we believe we have been more than fairTo reiterate, we offered to move the system from one location to another at no cost to herThis is a time consuming process and the usual fee is $We also gave Ms*** months of service at no charge, a value of $We are also not requiring her to renew her contractThis is the most we can do for Ms*** at this time.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:There was a blatant disregard in the response/answer regarding my complaint from this companyHow is it that they state that each time someone calls they are told they have the wrong number, when I have identified several reps within my statement? Someone is NOT being truthful hereWhenever someone calls which is anywhere between 4-times a day and no messages are leftFirst the calls have caller Id identifying its self as Alden and then directly afterwards they call again but this time the number identifies as an unknown numberI do feel like this is unnecessary and harassmentPlease cease and desistEach time I speak with someone they are questioning me about my bill and paymentI keep saying over and over again THAT I DO NOT WANT TO DO business with this company but no one in giving me a response to thatI DO NOT WANT THIS ALARM SYSTEM UNSTALLED IN MY HOME ANYMORE PLEASE COME PICK UP THE EQUIPMENT.
Sincerely,
*** ***

August 14, 2017RE: *** *** To the Revdex.com, Thank you for contacting usMs***’s account is in the process of being canceled and her money refundedIf Ms*** has any questions in the meantime she may contact our Customer Service department
Thank you.Sincerely, Brandt N*** | Alder Compliance Manager

November 16, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with Mr*** and we were able to resolve the matter.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because: As reasons stated before, and we have shipped and returned the equipment you installed in my home(white square box)if, there's any other piece of equipmentplease identify it and we will return that also
Sincerely,
*** ***

To the Revdex.com, We have attempted to contact Mr*** about his complaint, but was not able to reach him We apologize that he is having issues with his alarm system and would like to get it fixedWe have been working with our scheduling department and we could get someone
out there July 27,at am - 2pm with no tech feeAdditionally as a gesture of goodwill offering free months of credit Please have Mr*** give us a call at EXT Sincerely,

Revdex.com: Alder mentioned a premium plan, I was never offered this option I will accept this offer, Alder should also ask the complaintents gender before referring to them as her/himIf Alder would like to talk to me about a premium plan, I would be open to hear about it.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Since August 8, 2017, my mother and I have tried contacting MrN*** with no successWe've left voice messages letting him know she's made me aware of everything and he has permission to speak with me, since I am helping her with this matterThe request to cancel the contract with Alder is not my request but, the request of my motherShe was pleased with the security provider she'd had for yearsMy mother would not have made any agreement with Alder if the sales representative hadn't misrepresented herself by claiming to be affiliated with her current security provider and claiming she was there to update her current systemMy mother thought she was signing papers to update her current systemShe was not aware she had signed a contract or changed security providers until she received a bill and asked me to review the billThat's when I made her aware of what Alder had done
Sincerely,
*** ***

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,
*** ***

December 13, 2017RE: *** *** To the Revdex.com, Attached is a copy of Ms***’ agreementThe paragraph directly above her signature discusses the cancellation policy.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,
*** ***

To the Revdex.com, Thank you for contacting us. We have reviewed Mr. ***'s account, during the time of install our customers are required to do a welcome survey that goes over the terms and conditions, in the call Mr*** agreed that
he understood that he is in a 60-month agreement termMr*** mentioned that his copy of the contract says years instead of yearsPlease have him send us a copy for review.

Complaint: ***
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,
*** ***

December 5, 2017RE: *** *** To the Revdex.com,Thank you for contacting usAs Ms*** mentioned the cost is too high we have reduced her rate from $to $Please let us know if we can do anything else for Ms***.Sincerely, Brandt N*** |
Alder Compliance Manager

July 18, RE: *** *** To the Revdex.com, The cancellation process requires that a written notice of
cancellation be sent (not necessarily received) within business days to our officeWe have not received a letter from Ms***Regarding the claim that she didn’t sign the agreement; please have Ms*** send us a copy of her drivers license so that we may compare the signature to the one on our contract and we will get back to her with what we are able to determine Sincerely, Brandt N*** | Alder Compliance Manager

April 11,
RE: *** ***
To the Revdex.com,
Ms*** requested to cancel based on her accusation
that our representative said he was there to upgrade the alarm system because
we had taken over her old company and that he took advantage of her because she
is elderlyWe found no evidence to support these claims, and the recorded
phone conversations between Ms*** and us indicate that such was never said
Our records also indicate that Ms*** is not a senior citizenFor these
reasons we are unable to release her from the agreement but we are willing to
reduce her monthly monitoring rate as a sign of good faith as mentioned in our
previous response
Sincerely,
Brandt N*** | Alder
Compliance Manager

RE: *** ***Customer account number: ***To the Revdex.com,Thank you for contacting usIn response to Ms***'s concern regarding her system wewould like the opportunity to send a technician to her home to fix the panel and to make surethat the doorbell camera is working
properlyWe are looking to get out traveling techs out therehowever, it may take to weeksIn the mean time we can credit her months for the systemdown timePlease let us know if this is something we can do

August 4, 2017RE: *** *** To the Revdex.com, Thank you for contacting usThe account has been canceled and the the refund was submitted on 7/31/Please allow 3-business days for it to show up in your bank accountPlease let us know if you need anything
else.Sincerely, Brandt N*** | Alder Compliance Manager