Alder

December 22, 2016RE: *** ***To the Revdex.com of Utah,We spoke with Mr*** and informed him we would send a technician to his home at no chargeWe also gave him two months of service at no charge due to the inconvenience he has experiencedThank you for your assistance with
this matter. Sincerely,Brandt N*** | Alder Compliance Manager

October 16, 2017RE: *** *** To the Revdex.com, Thank you for bringing this to my attentionI have canceled your mother’s account and
submitted refunds for the two payments made after August 8th totalling $Please let me know if you need anything else.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:
It is not true that the technician returned timesThe technician was only here times total and there was no equipment to installIt's true that we had new windows installed and had told the technician that we would have him return once the windows were installedWhen I called to have the technician come out after the windows were in he said that he didn't have an order from Alder. As to the old equipmentI still have the email from the customer service person, Camden, telling me to leave the old equipmentI believe I also have the same email from Mike, another rep as I had ask more than once before we moved just to make sure The technician was not sent to the old residence in Texas to look for the equipment, he was sent there in error when I called and said we were ready at our new house in New MexicoCustomer service admitted that was what had happened when we called in to see why the technician had not shown up Just last week I phoned in AGAIN and was told by Tanner that Ty would call me within hoursThat did not happenAs I stated before, I really do not feel confident that this company would be able to provide quality customer service based on their history.I appreciate the offer of the waiver of the $installation fee but I had also been told recently that I would have to pay for the equipmentThis is contrary to what I had been told previously in an email, which I still haveI am not paying for new equipment when I was told to leave the old equipment and I would not be charged for new equipment.
Sincerely,
*** ***

Unfortunately we are unable to cancel Ms***'s account at this time

May 18, RE: *** *** To the Revdex.com, Ms***’s contract doesn’t end until 9/14/which is why it was not cancelledAlso,
information regarding the name change was sent to Ms***’s address which is the same listed on the complaint file with your bureauWe understand that Ms***’s daughter signed up with a different alarm company in March, perhaps they might be willing to release her since they installed their system where there already was oneIf it would help we would be happy to discuss this with her and her secondary provider Sincerely, Brandt N*** | Alder Compliance Manager

November 4,
RE: *** ***
To the Revdex.com,
That is correct, the agreement for *** *** *** was entered into on 10/30/
Sincerely,
Brandt N*** | Alder
Compliance Manager

August 28, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have released Ms*** as she requestedA member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.Sincerely, Brandt N*** | Alder
Compliance Manager

January 25, 2018RE: *** *** To the Revdex.com, Thank you for contacting usMs***’s contract was not purchased by another alarm companyWe are the same company she originally signed with, only we changed our name in from Alarm Protection to AlderMs
***’s contract was signed on July 6, and has a term of monthsThis is why she is still being billedI have attached a copy of the agreement as she requestedAs a sign of goodwill, we have waived the past due amount of $but she will need to continue making payments until July 6th of this year.Sincerely, Brandt N*** | Alder Compliance Manager

October 5, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have cancelled Mr***’ account and we thank him for his service.Sincerely, Brandt N*** | Alder Compliance Manager

June 7, 2017 RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with Ms*** and agreed to honor her requestThank you for your assistance. Sincerely, Brandt N*** | Alder Compliance Manager

August 4, 2017RE: *** and *** *** Dear Ms***, I have canceled the agreement and the ***’s will be not charged any early termination feesA member of our customer service team will contact them to schedule a time to retrieve the
equipment. Sincerely, Brandt N*** | Alder Compliance Manager

September 21, 2017RE: *** *** *** To the Revdex.com, Thank you for contacting usWe released Ms*** *** from the contract on 9/11/and asked her to return the equipment in the prepaid shipping label we offered to send herIf this is an inconvenience we can
schedule a time for a technician to come by and pick the equipment up.Sincerely, Brandt N*** | Alder Compliance Manager

Tell us why here... April 20, 2018 RE: *** ***Customer account number:*** To the Revdex.com, Thank you for contacting us. We had recently just spoke with Mr*** over the phone
and decided to let him out of his agreement after he has made a payment of $53.06 for the month of April, due to his personalcircumstance and I advised Mr*** to give us a call once he makes his last payment, so we can finalize the cancellation with no penalty. Sincerely, Somaly Y.| Alder Compliance Supervisor

June 21, 2017 RE: *** *** To the Revdex.com, Thank you for contacting usThis matter has been resolved although we were unable to reach Ms*** at the number providedIf she has any questions please have her contact me at 385-218-
Thank you Sincerely, Brandt N*** | Alder Compliance Manager

December 29, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have instructed our service department to contact the ***’s right away to get a technician out to their homeWe have also given the ***’s months of service at no chargePlease have
the ***’s contact us if they need anything else.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. Provided the Alder tech arrives as scheduled April 10, 8-AM and fixes the alarm system 100%- any other outcome is not acceptable
Sincerely,
*** ***

To the Revdex.com, Thank you for contacting us Since Ms*** has already signed up for another company, it is common that the other company would pay off the remaining of the agreement, so if Ms*** would like her account cancelled I am more than happy to give her the buy-out amount of the contractHowever, her offer by sending a technician to reinstall still standsPlease let us know what she would like to do

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

February 2, 2018RE: *** *** To the Revdex.com, Thank you for contacting usMs***’s account was cancelled before her complaint was reviewedIn response to the language used in the complaint we wish to remind Ms*** that her rate was reduced by $simply
because she asked and now her legally binding contract was also cancelled just because she askedIt was rather disappointing to have her use words like “abuse” and “scam” after we have done everything we could to meet her needsWe wish her and her family the best. 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.To whom it may concernAlder and I are currently working to an agreement they have been very helpful in resolving this issueI am currently just waiting on a new agreement contract to come in the mailWhen it does I will let you know but as if right now we are are at this time satisfied with what we have agreed to as long as long as all terms are met. They are not charging for the transfer and are making sure our entire home is monitored at lower rate with a new three year contract instead of five with new equipmentMelissa has been very helpful regarding this matter.
Sincerely,
*** ***