Alder

February 22, 2017RE: ? ? ? [redacted] ***? To the Revdex.com of Utah,? Thank you for bringing this matter to our attentionBelow are the allegations made by Mr [redacted] as well as our response to them.Allegation 1: ? “I was told that if the alarm goes off, that I would receive a call to check on the status of the alarmIf I set it off or if I have a breakinThat never happened when I set the alarm off.”Response: Mr [redacted] called us on 8/24/asking why he hadn’t received a call and we explained that because the alarm was disarmed within seconds a call was never madeThe system allows the individual seconds to disarm it to differentiate between someone returning home and an actual intruder.Allegation 2: “The customer service people will not help with fixing the problem, they pass you back and forth.”Response: The notes on Mr***’s account show that we have tried troubleshooting with him over the phone to fix the problems to avoid charging him the cost of dispatching a technicianThe notes from 2/6/state that Mr [redacted] informed us that he didn’t believe the door sensor was placed correctly and after we were unable to resolve it over the phone the representative stated that he was sending a technician at no charge to fix the problem.In addition to the dispatch of the technician we will credit Mr***’s account months of service at no charge as a gesture of goodwillThank you for your assistance with this matter.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

Mr [redacted] and his wife have been in continuing contact, both by email and phone, with our VP of Operations and they are working to finding a resolution to this issueWe feel confident that one will be found

? Complaint: [redacted] I am rejecting this response because:I have documentation that shows I gave them more then the required day notice time to cancel the service (in Writing).They did however refund the august payment they drafted, but sent me a form to fill out to finalize the cancellation but said I still oweplus dollars to completed itI signed the document but stated on said document that I did not owe the money and the account must be closed Sincerely, [redacted] ***

January 19, 2017RE: ? ? ? [redacted] ? To the Revdex.com of Utah,? ? ? ? ? Thank you for bringing this matter to our attentionMr [redacted] contacted Alder on 12/28/to report that the alarm had been triggered and he believed the medical pendant had malfunctionedThe pendant was tested the very same day and showed no sign of dysfunctionHowever, to prevent additional alarms the settings were adjusted requiring that the pendant be pressed in order to activateTo our knowledge there has not been additional issues? Furthermore, the other issues raised in Mr [redacted] ’s letter can be solved by adjusting the settings in the alarm such as the “loud siren.” We are happy to dispatch a technician free of charge to make the necessary changes to the alarm.? Mr [redacted] also expressed displeasure regarding the terms of the contractAs a sign of good faith we are happy to discuss any necessary adjustments to better suit Ms [redacted] ’s needsMr [redacted] can reach me at 385-218-or if he would like to supply us with his number I will be happy to reach out to him.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

October 18, 2017RE:? [redacted] ? To the Revdex.com,? I have cleared Ms [redacted] past due balance, reduced her monthly rate from $to $54.99, and given her months of service at no chargeWe have been extremely generous with Ms [redacted] and she will not even answer our callsWe have more than compensated her for the inconvenience she has experienced and we will not be canceling the contract at this timeIf she would like a technician to look at her system she will need to contact our customer service department as she is not answering our phone calls.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

April 19, RE: [redacted] To the Revdex.com, Ms [redacted] refers to a home security system for $a month and would like to be paying the same amountPlease have Ms [redacted] send us the company name and package she is referring to and we will determine the reason for the discrepancyIf the package is indeed comparable to what we offer we will consider matching the price Sincerely, Brandt N [redacted] | Alder Compliance Manager

June 21, ? RE:? ? ? ? ? ? ? ? ? [redacted] ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Our records indicate a technician recently came to Ms [redacted] ’s home and addressed the issuesPlease let us know if there is anything else that is needed? ? Sincerely, ? Brandt N [redacted] | Alder Compliance Manager

To the Revdex.com,Thank you for contacting us? Mr [redacted] has been a great customer of Alarm Protection / Alder for years and ? We would like to continue to monitor and service Mr [redacted] ’s home, if he would like we could do a month to month with no contractHe mentioned about cutting his expenses, I would like to offer Mr [redacted] a lower rate from to and if in the long run he would like to cancel we could with no penaltyPlease let us know what Mr [redacted] prefers, we would be more than happy to accommodate with him

Complaint: [redacted] I am rejecting this response because: I have not been notified or contacted and no resolution has been resolved Sincerely, [redacted]

March 9, 2018RE: [redacted] To the Revdex.com,Thank you for contacting usWe appreciate Ms [redacted] ’s recommendations and we will take them into considerationAs a sign of gratitude for being a loyal customer for five years we have submitted a refund to her bank for the payment mentioned in her letter as well as the December and November payments from the previous yearPlease let us know if she needs anything else.Sincerely, Brandt N [redacted] | Alder Compliance Manager

March 21, 2017RE: ? ? ? [redacted] ? To the Revdex.com,? We spoke with Ms [redacted] and were able to come to an agreementThank you for your assistance with this matterSincerely,? Brandt N [redacted] | Alder Compliance Manager

June 3, RE: To the Revdex.com, We apologize that when the technician originally came to Ms***’s home he did not have the upgraded panel with himWe have since attempted to upgrade this for Ms [redacted] but she has refused Ms [redacted] was charged $44.99, plus tax, as required by the state of Arkansas We would still like to upgrade Ms***’s panel and as a sign of good faith we would like to reduce her monthly rate to $If this is acceptable we will proceed with these arrangements Sincerely, Brandt N [redacted] | Alder Compliance Manager

Tothe Revdex.com,? Thank you for contacting? us,? In? a response to? Mr? and Mrs [redacted] alarm system our customer relations agent spoke with their daughter on4/20/about the system having issues,? we? offered? to help them over the phone before sending a technician out, they were not willing to work with us tofix the issue they were having, and they? repeatedly demand for us to cancel the account.? Unfortunately,? at this time? we are unable to cancel the? account,? but we? would be more than happy to send a technician out with no charge to fix the equipment and do a full system checkPlease have client call in to get a technician scheduled to fix equipmentThank you?

To the Revdex.com, Thank you for contacting us Ms [redacted] states that Ms [redacted] the account holder has dementia, please have her send us a documentation confirming that information, so that it canbe reviewed thank you Sincerely,

January 17, 2018RE: [redacted] To the Revdex.com, Thank you for contacting usMs [redacted] made her monthly payment once in July of and again in AugustTo date we have not received any additional payments for the services and equipment being utilized by Ms [redacted] Ms [redacted] had a past due balance of $which was recently waivedOur systems show that Ms [redacted] ’s system is working properly, however, we are happy to send a technician to her home once she pays the $technician fee or when she begins making her monthly paymentsThank you for your assistance with this matter.Sincerely, Brandt N [redacted] | Alder Compliance Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

I was contacted by a compliance manager and he was extremely helpful! I wish they would have directed me to him months ago.? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

January 17, 2017RE: [redacted] To the Revdex.com, As mentioned before Ms [redacted] has been released from the agreement and she is no longer responsible to fulfill the terms of the contractThe invoice she received was sent prior to this arrangement and may be disregardedSincerely, Brandt N [redacted] | Alder Compliance Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI don't anything else to doI will file a Revdex.com complaint against *** Sincerely, [redacted] ***

RE:? [redacted] ***? Customer account number:***? ? Tothe Revdex.com,? ? ? ? ? ? ? Thank you for contacting usIn response to Mr.***'sconcern,? Alder would like tonot only waive the past due of $but we would also like to keep him on the same month to month monitoring service he has hadsince his contract expired in Octoberof 2017.Thisconditionof month to monthservice was specified by one of our agents during apreviousconversation with Mr***.? We would also like to offer the monitoring services at a lower rate than what he currently has.Atthis point, we have tried reaching out to Mr [redacted] andit appears as thoughhe may not be taking calls from our phone numberWe have left a voice message on an alternate phone number we have on fileMr [redacted] may respond by any method he deems fit.? ? ?