Alder

June 12, 2015
 
Re:         Larry [redacted]
 
To Revdex.com,
 
 
                Thank you for
bringing this matter to our attention....

Mr. [redacted] is correct, he did go through
the proper channels to cancel his account and it was cancelled immediately upon
request.
                The amount agreed
to on the contract is $[redacted] which is the amount taken out of his account.
There was also $4.58 taken for taxes as stated in the agreement dependent upon
the state of residence.
                The reason Mr.
[redacted]’s refund isn’t immediately inserted into his account is due to the
processing procedures of the bank and is something we do not have any influence
over.
 
               
Respectfully,
 
Brandt [redacted]
 
Compliance Manager

The invoice went out prior to our cancelling the contract, please disregard it. We have not lied to Ms. [redacted] or been unfair with her, rather, we have only sought to provide her the best service possible, even releasing her from the contract despite the time and resources we have already devoted to her. We prefer that this complaint be closed due to our complying with all of Ms. [redacted]'s demands. If Ms. [redacted] has further issues she can contact me directly at 385-218-2747. Thank you for your assistance.

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]

February 22, 2017RE:       [redacted] To the Revdex.com of Utah,  Thank you for bringing this matter to our attention. Below 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 alarm. If I set it off or if I have a breakin. That never happened when I set the alarm off.”Response: Mr. [redacted] called us on 8/24/16 asking why he hadn’t received a call and we explained that because the alarm was disarmed within 30 seconds a call was never made. The system allows the individual 30 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. [redacted]’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 technician. The notes from 2/6/17 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. [redacted]’s account 2 months of service at no charge as a gesture of goodwill. Thank you for your assistance with this matter.Sincerely, Brandt N[redacted] | Alder Compliance Manager

April 19, 2016
RE:          [redacted]
To the Revdex.com,
                Ms. [redacted] refers to a home security system for $18 a
month and would...

like to be paying the same amount. Please have Ms. [redacted] send us the company name and package she is
referring to and we will determine the reason for the discrepancy. If the
package is indeed comparable to what we offer we will consider matching the
price. 
Sincerely,
Brandt N[redacted] | Alder
Compliance Manager

February 2, 2018RE:  [redacted] To the Revdex.com, Thank you for contacting us. We have attached a copy of the welcome call Ms. [redacted] received prior to the installation of the alarm. During the call we asked Ms. [redacted] if she understood that her agreement had a term of 60...

months and she responded “yes.” We have also attached a copy of her contract where the term length is shown clearly on the front page. Please have Ms. [redacted] contact me directly after she has had a chance to review the attached files at 385-218-2747.Sincerely, Brandt N[redacted] | Alder Compliance Manager

October 16, 2017RE:  [redacted] To the Revdex.com,  Thank you for bringing this to my attention. I have canceled your mother’s account and...

submitted refunds for the two payments made after August 8th totalling $110.38. Please let me know if you need anything else.Sincerely, Brandt N[redacted] | Alder Compliance Manager

August 30, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. We have canceled the account as requested and issued a full refund. Please allow 3-5 business days for the refund to appear. A member of our customer service team will contact Ms....

[redacted] to schedule a time to retrieve the equipment.Sincerely, Brandt N[redacted] | Alder Compliance Manager

We have been in contact with Ms. [redacted] and are currently working with Ms. [redacted] to get the information needed to clarify this issues raised in this complaint

Complaint: [redacted]
I am rejecting this response because:
To whom it may concern,I reject Alder’s offer because of previous stated reasons and wish to sever ties with Alder. As I have stated that the contract requires for repairments to be made within reasonable time and it’s unreasonable to believe that it takes more than month to repair an defective system. The poor customer service and the inability to repair the defective equipment within a reasonable time compels me to appeal to the integrity of Alder to excuse me from contractual obligations. I lived up to my end of the bargain by making my payments and notifying you all of any issues; however, it was you that fail provide customer service of quality and integrity by being unprofessional and not rectifying the problem in a reasonable time period. I hate that it has came to this but again I wish to end my contract because I feel that you all breached it first. Sincerely, [redacted]complaint #[redacted] Sincerely,
[redacted]

August 18, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. I have attached a copy of the contract for Ms. [redacted]’s review. If Ms. [redacted] believes the contract was signed prior to October 8, 2015 please have her send us a bank statement showing that...

Alder withdrew a payment before that date and we will reconsider our position.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 17, 2017RE:  [redacted] To the Revdex.com, We have honored Ms. [redacted]’s wishes. A member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Our records show that the retrieval of the equipment has been scheduled. Once it is received a refund will be issued to Ms. [redacted].

December 13, 2017RE:  [redacted] To the Revdex.com, Attached is a copy of Ms. [redacted]’ agreement. The paragraph directly above her signature discusses the cancellation policy.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Alder is attempting to contact this customer to resolve this issue but has not yet been able to speak to anyone.

This issue has been resolved through the attorney general's office. Thank you for your assistance.

March 30, 2017RE:       [redacted] To the Revdex.com, Although the contract states 60 months, as a sign of good faith we have reduced the length of Mr. [redacted]’s agreement from 60 to 36 months. Also, Alarm Protection changed its name to Alder in 2015 but Mr....

[redacted]’s account never left us. He is still with the same company he originally signed up with.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 3, 2017RE:  [redacted] To the Revdex.com,  We have honored Ms. [redacted]’s wishes but deny the allegations put forth vehemently. We consider it irresponsible to insinuate the various accusations that were made based solely on speculation. Again, we are happy to honor her wishes but are rather disappointed that such slanderous and unfounded means were used to arrive at this end. A 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

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 this. Mr. [redacted] was released from the agreement as he exercised his 3 day right of rescission. Mr. [redacted] was not charged for 2 subsequent months after cancelling but rather he was charged at the time of installation on 12/6/16 and again on 1/6/17, both of which have been refunded. The 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 1/10/17. Hence the charge on 1/6/17.Sincerely, Brandt N[redacted] | Alder Compliance Manager

December 5, 2016RE:       [redacted] To the Revdex.com of Utah,             We are currently working with the [redacted]’s to make sure their concerns are resolved to their satisfaction. Our office is waiting to hear back from them as...

to how they would like us to proceed.  Sincerely, Brandt N[redacted] | Alder Compliance Manager