Alder

June 8, 2017 RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with Ms*** and it appears that she was approached by one of our competitors and was given some misleading informationWe are currently working with Ms
*** to resolve the issueThank you for your assistance. 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,
*** ***

The response below was sent on June 10th.June 10,
Re: Lucrecia *** S***
To Revdex.com of Utah,
Thank you for
bringing this matter to our attentionWe have received numerous calls from the
customer, Becky W***, as well as from her daughter Lucretia S*In all of
our correspondence the claim that the alarm went off multiple times for no
reason was never brought up to us, nor was the claim that we are not licensed
to sell in AlabamaIn response to the first allegation please supply us with
the dates of the alarms in question and we will research it to determine if
there is an issueRegarding the second allegation it is falseWe are licensed
to sell in Alabama and have been for some time now.
The issue that has
been brought up to us is that MsW*** cannot afford the systemWe are
willing to work with her in that regard but are somewhat hesitant due to the
allegation now filed with the Revdex.comThe current
monitoring rate is $*** but we are willing to drop that to $*** per month
and give her a free month of service to ease the financial burdenIf this
resolution is acceptable please let us know and we will make the change
immediately
Respectfully,
Brandt N***
Compliance Manager

January 31, 2018RE: *** *** To the Revdex.com, This issue was already resolved through another agency. Sincerely, Brandt N*** | Alder Compliance Manager

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

December 14, 2017RE: *** *** To the Revdex.com, Thank you for contacting usMs*** has been released from the agreement and her money has been refundedLet us know if there is anything else we can do for her.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I do not wish to ever do business with this company againI do not ever want their services againI do want my refund of payments that they stole from me since February until now.
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. Provided the Alder tech arrives as scheduled April 10, 8-AM and fixes the alarm system 100%- any other outcome is not acceptable
Sincerely,
*** ***

April 17, 2017RE: *** *** To the Revdex.com, Thank you for bringing this to our attentionWe attempted to reach out to Ms*** but a man claiming to be her husband has prevented us from doing soAt her convenience please have her contact me at
385-218-so we can make sure her issue is taken care of.Sincerely, Brandt N*** | Alder Compliance Manager

March 8, 2017RE: *** *** To the Revdex.com, Although we disagree with Ms*** 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*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:Tim Q***, Alder rep, is on voicemail actually stating that he IN FACT had began cancellation processWe do not want faulty equipment that repeatedly malfunctions as statedAlder rep needs to pick up their useless system ASAP.
Sincerely,
*** ***

To the Revdex.com, Thank you for contacting us The last time we spoke with Mrs*** was in January of and our technical support was able to help get the system up and working and then in May of 2018is when Mrs*** called back about her system, our customer service
agent transferred Mrs*** to technical support but no sign of her speaking with them, a couple days later Mrs*** calls in letting us know that she has switched over to another company and is requesting to cancel her accountMrs*** is in a contract with Alder and in order for her to cancel she will need to pay 90% of the remaining of her agreementHowever, we are more than happy to send a technician to her home free of charge this one time to get the system reinstalled and do a full system check.Sincerely,

March 23, 2018RE: *** *** To the Revdex.com,Thank you for contacting usWe reached out to the ***s several times after the installation to make sure everything was working well for themOn one occasion we were hung up on before we could explain the reason for our call
The next time an individual yelled at us to “lose his number” after which he disconnected the callA month after our final attempt Ms*** called upset that her previous contract hadn’t been resolvedWe explained that we needed a copy of her contract and the final billOnce we received these documents we issued her a check in the amount of $275.28.Despite the past due balance we are willing to send a technician at no chargeAdditionally, as a sign of goodwill, we have waived the ***’s past due balancePlease let us know if we can do anything else for the ***s.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because: As a rebuttal to the Alder response I would like to provide additional information about the contract termination and the subsequent attempts to defraud. On May 17th, an Alder salesman came to my front door and sold me a security systemThey attempted to install it that night, but installation was not completed until May 19thOn Saturday, May 21st, the system failed to alert me that my front door had been opened/intruded uponThe alarm did not sound even though the notice was being received by the Alder monitoring company. I did receive phone calls from Alder at approximately 3am MDT. When I woke up shortly after, I immediately called them back. They did inform me that someone had entered/exited my front doorI asked if they had called the cops and was informed they did notDue to the product not installed and functioning as contracted, and Alder not calling the police as they had been instructed, I did not feel confident that a company of that caliber could protect my family. At approximately 11am that same day (May 21st) I called Duane R*** my sales rep. I explained to Duane what had happened and told him I wanted to cancel the service. Duane apologized for the incident, stated that he completely understood and since I was still within my day grace period he would immediately consider my contract cancelled. He also stated that I needed to rip up the rebate check he had given me as an inducement to sign the contract. I agreed and immediately did so. He also requested that I call an number he provided and inform them of the cancellation to arrange for pick up the equipment. I quickly called the number and after a long wait did eventually speak with a representative. The representative said that she had notated the cancellation on the account but would need to have us call back on Monday when the cancellation department was open to schedule the equipment pickup. I called back on Monday, May 23rd and reached a representative who told me that they would take care of the cancellation and someone would be by in the next few days to pick up the equipment. On Wednesday, June 1st, after more than a week of no one coming to pick up the equipment, I called back the same number. After being transferred to the cancellation department the representative stated I would need to send the cancellation request to them in writing. I immediately sent a cancellation email to the email address he provided, and now for the third time believed the contract had been cancelled. On June 17th I noticed a charge from Alder on my bank statement and immediately called Alder to inquire of the charges. After multiple conversations with different representatives promising to have someone call me back and no one actually calling, I finally reached out the Revdex.com as my one remaining option before I retain an attorney. This has been such a massive drain on my time and emotions. I have done everything I was instructed to do by Alder every step of the way. I have complied with the request of Duane R*** the Alder salesman and destroyed the check as he requested. That instruction alone effectively terminated the contract as the rebate check was a material inducement to entering into the contract. By Duane instructing me to destroy the check he constructively terminated my agreement with Alder. All subsequent requests to call and write Alder were simply additional documentation of the termination that occurred on May 21st. Any charges by Alder subsequent to the termination on the 21st were made in bad faith with the intent to defraud. Alder had adequate notice of the termination both verbally and in writing and chose to ignore those notices in an effort to continue to perpetrate their fraudulent scheme. Based on the company’s response below It appears now that by repeatedly requesting various forms of notification (calls and in writing) they were simply stringing me along in an effort to illegally withdraw more funds from my bank account. I am simply requesting that Alder return the funds they have illegally withdrawn from my account and send me a written confirmation that their system correctly reflects the cancellation and no further attempts will be made to withdraw funds from my account
Sincerely,
*** ***

September 8, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with Ms*** and resolved the issueThank you for your assistance.Sincerely, Brandt N*** | Alder Compliance Manager

March 7, 2017RE: *** *** To the Revdex.com, Thank you for contacting us regarding this issueWe attempted to reach out to Ms*** about this but we were not able to get a hold of herOur records indicate that Ms*** opted for an
additional door sensor rather than the motion detector which is why she is still being charged the same monthly rateRegarding the second complaint, Ms*** has received the credit she was promised, she has been credited months of service at no charge and her next payment will not be due until June, Additionally, a technician was sent to Ms*** home on 3/at no chargePlease let us know if there is anything further that needs to be done.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Firstly whom I decide to do business with has nothing to do with this complaintNo one from xfinity came to my home soliciting their business/services unlike this companyI called them on my own because I wanted internet and more channels then what I had with my current provider but again that’s not any of anyone’s businessMy complaint is that someone from your company came to my year old mothers home and made it sound good as if she really needed an alarm after years of never having a break in me and my siblings grew up in that home and would sleep with the doors unlocked and sometimes windows open in the summersAnd for years you were going have my mother tired up as if this was a car paymentMy complaint stands that my year old mother was taken advantage of.

April 2, 2018RE: *** ***To the Revdex.com, We have issued Ms*** a free month of service and our scheduling department will contact her shortly to schedule a time to move the system to her sister’s homeThank you for your assistance with this matter.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
Could you please make sure this is for "*** ***" and not someone named "*** " as stated in their response? Also I need the refund of the $15.18. They can pick pick up the equipment anytimeJust let me know ahead of time so I can be sure I'm home to give it to them.
Sincerely,
*** ***