Alder

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 This is in response to complaint # [redacted] with AlderIt has been resolvedOur account has been canceled and a technician came and removed the security systemThank you for your help.Sincerely, [redacted]

July 25, RE: [redacted] To the Revdex.com, We apologize for the inconvenience but an accusation of forgery is not something we can accept on word alone, it needs to be verified Sincerely, Brandt N [redacted] | Alder Compliance Manager

March 15, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Ms***’s account has been cancelled and a refund check in the amount of $ [redacted] was mailed to her on 3/4/Please allow sufficeient time for it to be received Sincerely, Brandt N [redacted] | Alder Compliance Manager

We have spoken to Ms [redacted] regarding the issue in her complaint and have also received more information regarding this issueDue to the further information received by Alder from Ms [redacted] , we have come to a mutually agreed upon resolution to this complaint

November 3, 2017RE: [redacted] To the Revdex.com, We have honored Ms [redacted] ’s wishes but deny the allegations put forth vehementlyWe consider it irresponsible to insinuate the various accusations that were made based solely on speculationAgain, we are happy to honor her wishes but are rather disappointed that such slanderous and unfounded means were used to arrive at this endA member of our customer service team will be in contact to schedule a time to retrieve our equipment.Sincerely, Brandt N [redacted] | Alder Compliance Manager

August 18, 2017RE: ? [redacted] ***? To the Revdex.com,? We have released Ms [redacted] and submitted a refund to her bankThank you for your assistance in this matter.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

March 26, 2018RE:? [redacted] ? To the Revdex.com,Thank you for contacting usWe would appreciate it if Mr [redacted] would allow us one more time to schedule a technician so that we may resolve his issueTo compensate Mr [redacted] for the inconvenience he has experienced we have given him three months of service at no charge and waived his past due balance.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

May 13, RE: [redacted] To the Revdex.com, We spoke with Ms [redacted] on 11/14/and upgraded her system and service on condition that she renew her agreementAs a sign of good faith we are willing to reduce her monthly rate to $but we are unable to cancel her contract at this timeSincerely, Brandt N [redacted] | Alder Compliance Manager

October 12, 2017RE: [redacted] *** To the Revdex.com, Sure, we can do that for Ms***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

Complaint: [redacted] I am rejecting this response because:Again, at my request, my daughter ( [redacted] ) is handling this situation for me as I am years old and very hard of hearing (especially on the phone) -- following is our response: I, [redacted] , RECEIVED A CALL from Brandt N [redacted] on 6/29/-- I returned that call on Sat 7/1/leaving a message with our requests and MY PHONE NUMBER Knowing that was a Saturday, and since I had not heard from MrN***, I called a 2nd time on WEDS, 7/5/and left a message WITH MY PHONE NUMBER for a return call He had my phone number when he called ME on 6/and I've left it for him twice since then In my opinion, his actions are nothing but stall tactics to make the Revdex.com think Alder is making an effort to resolve this issue In addition to the two phone calls I have made to him, we FAXED (on 6/21/17) and MAILED a letter to Alder clearly stating our request and requesting a response via mail or email (as provided in letter) We have also filed complaints with the Revdex.com, the Missouri Attorney General and Discover card And, YES, you may give him my phone number(s) you have on file if he still cannot figure out how to contact me Sincerely, [redacted] (by [redacted] - daughter)

February 25, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We would like to offer to reduce Ms [redacted] ’s monthly rate from $ [redacted] to $ [redacted] as she mentioned having financial difficultiesPlease let us know if there is anything else we can do for her at this time Sincerely, Brandt N [redacted] | Alder Compliance Manager

November 22, 2017RE:? [redacted] ? To the Revdex.com, Thank you for contacting usMs [redacted] signed up with Alder in April of and these allegations were not brought to our attention previouslyWe have attempted to contact Ms [redacted] to discuss this but we have been unsuccessful in reaching herWe are willing to consider her request but would appreciate the opportunity to discuss the matter with her firstShe can contact me directly at 385-218-2747.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

January 24, 2017RE: ? ? ? [redacted] ? To the Revdex.com of Utah,? ? ? ? ? ? ? Prior to the installation of the alarm we spoke with Mr [redacted] and explained we are not affiliated with his previous provider in any way and Mr [redacted] confirmed he understood thisMr [redacted] was released from the agreement as he exercised his day right of rescissionMr [redacted] was not charged for subsequent months after cancelling but rather he was charged at the time of installation on 12/6/and again on 1/6/17, both of which have been refundedThe account remains active after the request for cancellation has been received until it has been reviewed and we have been allowed to retrieve the equipment which didn’t happen until 1/10/Hence the charge on 1/6/17.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

The document provided does show that an individual by the name of Teresa W [redacted] has power of attorney but we have not spoken to this individual or received any correspondence from them regarding this accountAlso, we have moved from our Salt Lake City address, our new address is NW, Orem, UT

? Complaint: [redacted] 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, [redacted] ***

September 2, ? Revdex.com Case# [redacted] ? [redacted] **? ? ? ? [redacted] ? ? RE: Alarm Account #: [redacted] ? ? Dear Ms [redacted] ? We have received the above referenced complaint that you have filed with the Better Business Bureau (Revdex.com)After careful review of the account and the information provided to us, Alder Security would like to sincerely apologize for any miscommunication that has occurred in regards to this issueBased on the notes on the account, we see that Ms [redacted] called in on June 15th to ask what needed to be done about the buyout amount from her previous companyShe was told to send in the final bill from her previous company and we would send her a check for that amountAlder Security next heard from her on July 15th wondering if we had received the fax with her buyout amount listedThe agent to whom she spoke stated that they were not sure, but would get in touch with the person who gets the faxesWe received another call on July 16th wondering if we had received the fax as wellOn Monday, July 18th, the employee who receives the faxes attached the information to Ms [redacted] ' accountThe information located on the fax listed a sent date of January 8, 2014, so we cannot specifically state the exact time that it came throughAt that time, the process for reviewing the information and sending the check beganAlder's accounting Department cut check # [redacted] in the amount of $and sent it on July 21, 2016.It was sent to the physical address on her account at that timeAlder did receive phone calls from Ms [redacted] regarding the whereabouts of the check between July 25th and August 25thDuring this time, we researched the issue, received verification that the check was sent from the various employees who processed the check and stated several times that it was possible that the check had gotten lost in the mail On August 22nd, our employees verified that the check had not yet been cashedAt this time, the processes to both stop payment on the previous check and to send a new check were startedOur Vice President of Operations contacted Ms [redacted] on August 25th, and spoke to her regarding this issueHe discussed that we had sent a check previously and that we were sending another checkHe apologized for the length of time that this had taken and for the issues which had arisen during the past monthThe new check was cut and sent on August 26thI called to follow up with Ms [redacted] on September 1st and verified with her that the new check had been received, and had already been cashed and the issue resolvedAlder does have proof that the original check was created and that a stop payment was also done on the original check and can provide that proof if neededAs Alder did cut and send a check as originally requested,? and, once it was verified on August 22nd, prior to the Revdex.com complaint being filed, that the previous check had not been cashed that we started the process to create and send a new check, we feel that this should not be considered a valid complaint against Alder as the non-receipt of the check is ultimately out of Alder's hands If there are any further questions, you may contact Alder Security at ###-###-####I am generally available M-F 8am-5pm MST? Sincerely, ? ? ? Travis [redacted] C [redacted] Alder Security Manager of Customer Experience ? ? ? ?

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 accountUnfortunately, 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

Complaint: [redacted] I am rejecting this response because: Sincerely,Your sales Knew I was on medicaion I told them I was,, Just Take Both out And We will leave it alone after that,,Thank you

September 22, 2017RE: ? [redacted] ? To the Revdex.com,? Thank you for contacting usThe attached recording is a conversation between Mr [redacted] and a member of our customer service team, prior to the installation of the alarmMr***’s responses to our questions contradict the allegations in this complaint, however, we will release him from our agreement as a courtesyA 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

RE: [redacted] *** and [redacted] To the Revdex.com, Thank you for contacting usWe have released both client from the agreement with Alder due to their end of term length, Ms*** balance is clear as well