Alder

May 11, 2016 RE:          [redacted] To the Revdex.com,                 We are happy to install the alarm system in Ms. [redacted]’s new residence although...

typically, to avoid additional costs, customer’s need to bring their equipment with them when moving. However, in order to meet Ms. [redacted]’s needs we are willing to waive the cost of the equipment. I have instructed a member of our customer service team to contact her to schedule an appointment.                 Ms. [redacted] also mentioned she was not informed she was entering a 5 year agreement. I have attached the related portion of a phone call between Ms. [redacted] and our corporate office that took place prior to the installation of the alarm. During the conversation she acknowledges her agreement has a term of 60 months. Sincerely, Brandt N[redacted] | Alder Compliance Manager

August 11, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. We have spoken with Ms. [redacted] and this issue is being taken care of. Thank you for your assistance.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Thank you for bringing this matter to our attention. The tactics described here are not tolerated at Alder and if this is in fact a correct description of the events in question we will proceed with disciplinary action.

November 17, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. Mr. [redacted]’s account was already canceled and we will not attempt to contact him again.Sincerely, Brandt N[redacted] | Alder Compliance Manager

October 12, 2017RE:  [redacted] To the Revdex.com,  Sure, we can do that for Ms. [redacted]. I have submitted a refund to her bank and credited her account so she won’t be past due.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Thank you for bringing this to our attention. Please provide us with your parent's account number or address so we can locate their account.

January 17, 2018RE:  [redacted] To the Revdex.com, Thank you for contacting us. Ms. [redacted] made her monthly payment once in July of 2017 and again in August. To 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 $271.93 which was recently waived. Our 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 $40 technician fee or when she begins making her monthly payments. Thank you for your assistance with this matter.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 22, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. Ms. [redacted] signed up with Alder on 4/29/15 and has never mentioned these allegations to us in all that time. We have attempted to reach Ms. [redacted] to discuss this matter but we have been...

unsuccessful. I left a message on her voice mail with my direct number and I would be happy to discuss this with her anytime that works for her.Sincerely, Brandt N[redacted] | Alder Compliance Manager

The account has been canceled and no further attempts will be made to collect the monthly payment. We wish you the best.

August 31, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. We have released Mr. [redacted] from his contract as requested. A member of our customer service team will contact him shortly to schedule a time to retrieve the...

equipment.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]

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]

September 2, 2016   RE:          [redacted]   To the Revdex.com,                   We have been trying to reach Mr. [redacted] to schedule a time for us to...

install the thermostat he has been waiting for. We apologize for the delay. We have given Mr. [redacted] his first month of service free due to the inconvenience and we anticipate that by the time he starts making his monthly payements everything will have been installed.                 Regarding the contract, Mr. [redacted] signed an electronic agreement and it was sent to the email we have on file which is the same as the one listed on the complaint. I have sent it a second time, please confirm its reciept.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

Revdex.com:They contacted me and cleared everything up. I was under contract but they ended up taking...

care of me.
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]

November 17, 2017RE:  [redacted] To the Better Business...

Bureau, To clarify, we released Ms. [redacted] from the contract and she will not be charged a fee or any other penalty for canceling early. The reason our agents have been calling is to schedule a time to retrieve our equipment. I will ask them to text or email her as she requested.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Tothe Revdex.com,  Thank you for contacting us. In a response to Ms. [redacted]. During the time of installation, we did a Welcome Survey with Mr. [redacted] to make sure everything is set up correctly and to verify theterms and conditions of the agreement, Mr....

[redacted] understood that the previous alarm company could be active and that he will need to send in a Notice of Cancellation to cancel out the account with the previous company. However, I understand Ms. [redacted] has still been getting billed from Safe Guard America and Alder at the same time. Please have Ms. [redacted] send a bank statement showing those activities. We also could pay off remainder of the agreement with Safe Guard America, if the client has any, they will just need to send us a buyout amount from the previous company.

December 29, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We have instructed our service department to contact the [redacted]’s right away to get a technician out to their home. We have also given the [redacted]’s 3 months of service at no charge. Please have...

the [redacted]’s contact us if they need anything else.Sincerely, Brandt N[redacted] | Alder Compliance Manager

August 4, 2017RE:   [redacted] To the Revdex.com,  Thank you for contacting us. Attached is the portion of the survey where we explain that the contract has a term of 60 months. Ms. [redacted] 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. [redacted]. She can reach me directly at 385-218-2747 and I will be happy to discuss the terms with her.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Ms. [redacted], As this response is being written, it is September 23rd. A check was sent out to you on September 16th  and you should have either already received it or should receive it in the next couple of days. I have tried to reach out to you and see if this check has been received, but have only received a voicemail. I left my number for you to contact me directly if you need to. Thank you very much. Travis C[redacted]Alder SecurityManager of Customer Experience

October 6, 2017RE:  [redacted] To the Revdex.com,  We spoke with Ms. [redacted] on the 2nd of October as she stated and the issue is being taken care of.Sincerely, Brandt N[redacted] | Alder Compliance Manager