Alder

November 22, 2017RE: *** *** To the Revdex.com, Thank you for contacting usOften we are able to pay the remaining the balance of a customer’s prior home security agreement which is sometimes described as a “buyout.” It’s conceivable that this resulted in a
misunderstanding between the representative and Mr***However, to accommodate Mr*** we have honored his wishes as stated in his complaint.Sincerely, Brandt N*** | Alder Compliance Manager

Ms***, In speaking with you over the phone today, I have discussed the fact that Alder is holding up our side of the contract and that by accepting the offer to lower the proce by 30% a month, your Notice of Cancellation was voided as by accepting the offer, this implies that you wish to
keep the services and not cancelAlder held up our end and your price has been dropped to the price of #34/a month and services are being provided.In a gesture of goodwill, when I spoke with you over the phone, I also offered to drop the contract to just a year contract which was declined over the phoneAt this time, I would like to re-offer to drop the contract length to months instead of 60, take care of your past due amount which is #104.97, essentially giving you the past months for free, and I will also offer to drop the monthly rate to $29.99.I have given you my direct numberYou may call to discuss this offer at any time and, if I am not at my desk, please leav a messge and I will get back to you. Thank you, Travis C***Alder SecurityManager of Customer Experience

January 13, 2017RE: *** *** To the Revdex.com, Thank you for bringing this matter to our attentionMs*** has been released from the agreement and her refund is currently being processedThank you for
your assistance with this matter. Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because: I cannot trust this company to fulfill any of their obligations At the time of signing the contract, I thought July 11th was Tuesday (my mistake) In talking with the sales rep, I specifically asked, business days starts on Friday and not at the time of signing on the evening of (Thursday, July 7th) When I signed and saw July 11th, no day indicator, I immediately thought, that was Tuesday, not Monday As business days are counted as Monday through Friday. The first response to this complaint by Alder on August 17th indicated things would happenCustomer Service would reach out to discuss the issue and try to resolve them That has not happened A credit for the month of service would be issued This also has not happened As a matter of fact, I was just charged for an additional month of service I was charged in full for the entire package I signed up for, when only the doorbell camera ever worked and it barely works Alder should not be charging me for the additional cameras that were never activated Based on the continued failure, from the first technician (Elijah) who instructed me to call him directly when the range extender was installed, only to then push me off on technical support A practice I suspect is common place to keep people hanging on in order to allow the business day clause to expire To this process with the Revdex.com where over a week ago, it was stated customer service would reach out and I would receive a bill credit. This is not a company I can trust and do not wish to be a partner in my home security for the next several years There are too many options, many far more reputable than Alder who would go to great lengths to be open and honest to earn my business 40+ years and I have never felt a need to turn to the Revdex.com for help with a dispute That says something about how horrible this situation is and has been It should come as no surprise this company has multiple complaints filed with the Revdex.com Maybe, customer service reaching out and bill credit did not happen due to my rejecting the first response Regardless, as a good faith offer and true willingness to work this issue out at minimum the bill credit should have happened Especially, when it is known the agreed camera installment did not happen.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Local Authorities have been notified of this companies total disregard for public safety.They do not have the proper permits to conduct sales in LAKE CITY,SC.Their employees are inadiquitely trained and the proper background and criminal checks have not been done.I'm contacting my local State representative to work on a law to require them to POST A BOND before conducting buisiness in South Carolina!

The refund was submitted to our accounting department on the 8th of September, it's possible the check is still in transitPlease allow a few more days for it to arrive

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
Headline! Revdex.com has clout! Thanks Revdex.com for reversing injustice and protecting vulnerable seniors like meSuch speedy resolution!
Sincerely,
*** ***

Tothe Revdex.com, Thank you for contacting us, based on our research it looks like our customer loyaltyspecialist had tried to call Mr*** back but the call did not go through, they have requested that Mr*** email in a written notice of cancellation
letter and he can send it to [email protected] once that has been received we will go ahead and cancel the account and we will be able to refund the funds back into Mr*** automatic checking account we have on file. Sincerely,

To the Revdex.com, Thank you for contacting usIn regards to Ms*** account, we have had a technician go out to fix the issue with Ms***' system, and additionally credited her account two free months as a goodwillBecause her system is fully functioning we will not be releasing Ms*** from her agreementWe want to help Ms*** and make sure she is satisfied with her service with us, so please have Ms*** contact us if there are any additional concerns she may have with her system Sincerely, Charlotte L.| Alder Compliance Specialist

Complaint: ***
I am rejecting this response because: I cannot trust this company to fulfill any of their obligations At the time of signing the contract, I thought July 11th was Tuesday (my mistake) In talking with the sales rep, I specifically asked, business days starts on Friday and not at the time of signing on the evening of (Thursday, July 7th) When I signed and saw July 11th, no day indicator, I immediately thought, that was Tuesday, not Monday As business days are counted as Monday through Friday. The first response to this complaint by Alder on August 17th indicated things would happenCustomer Service would reach out to discuss the issue and try to resolve them That has not happened A credit for the month of service would be issued This also has not happened As a matter of fact, I was just charged for an additional month of service I was charged in full for the entire package I signed up for, when only the doorbell camera ever worked and it barely works Alder should not be charging me for the additional cameras that were never activated Based on the continued failure, from the first technician (Elijah) who instructed me to call him directly when the range extender was installed, only to then push me off on technical support A practice I suspect is common place to keep people hanging on in order to allow the business day clause to expire To this process with the Revdex.com where over a week ago, it was stated customer service would reach out and I would receive a bill credit. This is not a company I can trust and do not wish to be a partner in my home security for the next several years There are too many options, many far more reputable than Alder who would go to great lengths to be open and honest to earn my business 40+ years and I have never felt a need to turn to the Revdex.com for help with a dispute That says something about how horrible this situation is and has been It should come as no surprise this company has multiple complaints filed with the Revdex.com Maybe, customer service reaching out and bill credit did not happen due to my rejecting the first response Regardless, as a good faith offer and true willingness to work this issue out at minimum the bill credit should have happened Especially, when it is known the agreed camera installment did not happen.
Sincerely,
*** ***

RE: *** ***Customer account number:*** Tothe Revdex.com, Thank you for contacting usIn response to Ms. ***'s concern, at the time that Ms*** signed up with us our company was Alarm Protection
Technology, or APT, however in our company changed names to Alder, and a letter was sent out to our customers to inform them of the name changeHer original agreement with APT is still the same agreement as with Alder, nothing has been changedWe would like to do some simple trouble shooting with Ms*** to try to solve any issues she may be having with her system, and if needed we would be happy to send out a technician to her at no costAdditionally, as a gesture of goodwill and to thank Ms*** for being a loyal customer of Alarm Protection and Alder, we would like to offer to lower her monitoring rate with us to $Please Ms*** respond back to us if this is acceptable or if she has any questions

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,
*** ***

September 22, 2017RE: *** *** To the Revdex.com, Thank you for contacting usI left Ms*** a voicemail and sent her an email with instructions of how to resolve this issueI am waiting her reply.Sincerely, Brandt N*** | Alder Compliance Manager

May 10, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with Ms*** and resolved this issueThank you for your assistance.Sincerely, Brandt N*** | Alder Compliance Manager

August 2, 2017RE: *** *** To the Revdex.com, Thank you for contacting usAt the time of installation we offer a premium service plan which includes waiving the technician feeIn the event that system is having an issue we often waive this feeThe alarms Ms***
refers to in her complaint occurred on 7/6/17, 7/8/17, and 7/23/When a sensor malfunctions it typically doesn’t happen in this random, spread out patternAlso, a remote diagnostics test indicated that the alarm system is functioning properlyHowever, as a sign of good faith we have credited Ms*** a month of service at no chargeThank you for your assistance with this matter.Sincerely, Brandt N*** | Alder Compliance Manager

August 25, 2017RE: *** *** To the Revdex.com, We have canceled the renewal as Ms*** requestedMs*** was a wonderful customer throughout her entire agreement and we wish her the best.Sincerely, Brandt N*** | Alder Compliance Manager

August 4, 2017RE: *** *** To the Revdex.com, Thank you for contacting usAttached is the phone call between Ms*** and a member of our customer service team which took place prior to the installation of the alarm systemMs*** is specifically asked if
she understands that Vivint is still in business and she responds “yes.” If Ms*** will send us her final bill from Vivint we will issue her a check to pay the remaining balance. Sincerely, Brandt N*** | Alder Compliance Manager

November 10, 2017RE: *** ***
To the Revdex.com, Thank you for contacting usAn individual recently contacted us fraudulently claiming to be *** *** and requesting to cancel the contractWe immediately tried contacting her afterwards but have not been able to reach
herWe have reason to believe the individual that called was a representative from one of our competitors and we will not cancel Ms***’s contract under such suspicious circumstancesIf Ms*** has any concerns she may contact me directly at 385-218-2747.Sincerely, Brandt N*** | Alder Compliance Manager

July 20, RE: *** *** To the Revdex.com, We apologize if there was a misunderstanding as to the purpose of the
document Ms*** signedWe would like to offer to reduce the years to as well as lower her rate from $to $However, if Ms*** would still rather cancel we will honor her wishes and release her from the agreement Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:I am *** *** with case #*** it was a miscommunication please reopen case b/c very disappointed & want to come of the month contract Regards
Sincerely,
*** ***