Alder

January 17, 2017RE: ? ? ? *** ***? To the Revdex.com,? ? ? ? ? ? ? Thank you for bringing this matter to our attentionTypically we require a bill from the customer’s previous provider showing the remaining balance in order to send
a check and because we never received a document of this kind from Mr*** his check was not sentHowever, in order to accommodate Mr*** I have instructed our billing to department to send the $check requested in the complaint and I have given the ***’s months of service at no charge as a sign of good faith.? 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 will be satisfactory to me upon actual receipt of the funds in my account
Sincerely,
*** ***

June 28, ? RE:? ? ? ? ? ? ? ? ? *** *** ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Our records indicate a technician resolved the issues with the camera
Please advise if additional service is needed? ? Sincerely, ? Brandt N*** | Alder Compliance Manager

We have spoken with Ms*** and agreed to release her from the contract and a refund has been issued to her bankPlease have her contact me at 385-218-with any questions or concerns

February 16, 2018RE: ? *** *** To the Revdex.com,Thank you for contacting usWe attempted to contact Ms*** to discuss these issues but we were unable reach herTo remedy the problem we have waived her past due balance of $and our service department will contact
her shortly to schedule a time for a technician to come to her home.Sincerely, Brandt N*** | Alder Compliance Manager

?
Complaint: ***
I am rejecting
this response because: I have not received a copy of the cancellation agreement/policy by emailWhy are they withholding such a simple request/documentThe rep said if contract cancelled you will pay 90% of remainder of contractThe contract is also for monthsThey prey on senior citizens.?
Sincerely,
*** ***

?
Complaint: ***
I am rejecting this response because: I spoke with an Alder representative yesterday, and they have agreed to close our account with no fees, along with refunding the months of service.? Our account is officially closed as of yesterday, April 24, 2018.? ?
Sincerely,
*** ***

?
Complaint: ***
I am rejecting this response because:I will wait to confirm the refund and no further charges applied to my mother's accountAt that point I will accept the case as closed
Sincerely,
*** ***

October 30, 2017RE:? *** ***? To the Revdex.com,? Thank you for bringing this to our attentionThe account has been closed and a member of our customer service
team will contact Ms*** shortly to schedule a time to retrieve the equipment.Sincerely,? Brandt N*** | Alder Compliance Manager

Ms*** has been released from the agreement and her money has been refundedAgain, we will not be covering her bank fee, we cancelled her account when she requested us to and therefore it was unnecessary to put a stop payment on the automatic draftsPlease take this as our final response to
this matter

September 28, 2017RE:? *** ***? To the Revdex.com,? Thank you for contacting usIt should be noted that the defamation of Alder was being done by one of its competitors whose customer we had just acquired and their on-the-spot review of our company may not be
completely trustworthyWe would also like to note that Mr*** participated in a video survey where he was asked the following questions:? ? Do you understand that Alder is not affiliated with any other alarm company?? ? Do you understand that your current alarm company could still monitor your system and is still in business?Mr*** replied “yes” to each of these questionsLastly, it appears the ADT representative was not honest with Ms*** as Alder does not outsource its monitoring to other countries through third party servicesBut ADT was correct about a lawsuit being brought against Alder, however, they failed to mention that it was filed by them and won by usDespite the above, our may concern is Mr*** and if he wishes to be released from the agreement we will make it soA member of our customer service team will contact him shortly to schedule a time to retrieve our equipment.Sincerely,? Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:I checked with my bank to see if the refunds had been issued to my account.? ONE refund for $had been issued.? Alder Security still owes me more refunds for $each, and when I called yesterday to find out where the other refunds are, they told me it will be another week before I get them.? ? If they were any kind of decent company, they would have processed them all at the same time, as well as compensation for me having to deal with the stress of being out $(approximately) and for the damage to my ceiling and wall from the equipment that was installed.? Before telling me to "please allow time for her refund to arrive before rejecting our responseDue to the holidays the delivery time will likely be longer than anticipated," he should also review my account and see that I sent in my cancellation paperwork in September, November, and again in December and was charged months of service when I did not even have the equipment in my house.? The equipment was picked up the day after installation, yet Alder Security felt the need to charge me service fees for September, October, and November.? Now it's January and I am still FIGHTING for my money to be returned to me.? I will be sure to tell everyone I know through word of mouth and social media just how Alder Security has treated? my family.?
Sincerely,
*** ***

October 3, 2017RE:? *** ***? To the Revdex.com,? Thank you for contacting usThe contract states the agreement is for months and we explained during a phone call with Mr***, prior to the installation of the alarm, that the contract was for months (see attached
recording.) Shawnta Davis recently contacted us requesting to cancel due to financial difficulties and we agreed to defer one of her paymentsTo further accommodate her and Mr*** I have credited their account two months of service at no charge and reduced their monitoring rate from $to $This means they will not be charged their monthly rate until January and at that time it will be at the lower amount.Sincerely,? Brandt N*** | Alder Compliance Manager

August 29, ? RE:? ? ? ? ? ? ? ? ? *** *** ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Although we explained to Ms*** during a recorded phone call
prior to the installation of the alarm system that *** was still in business we will agree to release her from the contractA member of our customer service team will contact her shortly to schedule a time to retrieve our equipment? ? Sincerely, ? Brandt N*** | Alder Compliance Manager

August 4, 2017RE: ? *** ***? To the Revdex.com,? Thank you for contacting usAttached is the portion of the survey where we explain that the contract has a term of monthsMs*** was asked if she understood and her response is “yes.” Considering this recorded
statement we are unable to cancel her contract, however, we are willing to work with Ms***She can reach me directly at 385-218-and I will be happy to discuss the terms with her.Sincerely,? Brandt N*** | Alder Compliance Manager

September 29, 2017RE:? *** *** ***? To the Revdex.com,? We installed an alarm system for Ms*** *** and monitored it for her for four monthsMs*** *** has never made a payment and has negatively impacted our company by filing a complaint with your bureauShe has accused us of numerous unethical acts and has yelled and cursed at our agents for attempting to get her to pay for the service she has receivedNow, in addition to releasing her from the contract, she is asking us to let her keep equipment that is worth more than $and yet we are taking advantage of her? Please return the equipment to the following address:AlderNorth WestOrem, Utah 84057Sincerely,? Brandt N*** | Alder Compliance Manager

December 7, 2017RE:? *** ***? To the Revdex.com, Ms*** signed up with Alder in May of and has made monthly payments since then, totalling one half of the $she is requestingAdditionally, our records show that Ms*** was billed $once each month
rather than twice, as suggested in her complaintMs*** has used our services and equipment far longer than what she has paid for and we will not issue a refund at this time.Sincerely,? Brandt N*** | Alder Compliance Manager

Please refer to our previous response

Alder's Vice President of Operations has been attempting to contact Ms*** regarding this issue and has yet to hear back from herHe left his direct number for her.If Ms*** wishes to contact the Manager of Customer Experience at 801-441-1658, she may do so as wellWe are working to resolve
this issue both on our end and on Ms***'s but must hear back from her as wellWe look forward to working with her to resolve this issue

November 4, 2016RE: *** ***To the Revdex.com, We apologize that you haven’t been able to reach Mr***, he no longer works in this departmentI have submitted your refund which will be issued todayIt may take several business days for your bank to post the funds to your account so please keep that in mindPlease let us know if we can assist you in any other waySincerely,Brandt N*** | Alder Compliance Manager