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.
Sincerely,
[redacted]

January 17, 2017RE:       [redacted] To the Revdex.com,             Thank you for bringing this matter to our attention. Typically 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. [redacted] his check was not sent. However, in order to accommodate Mr. [redacted] I have instructed our billing to department to send the $150 check requested in the complaint and I have given the [redacted]’s 3 months of service at no charge as a sign of good faith. Sincerely, Brandt N[redacted] | Alder Compliance Manager

December 22, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We are so sorry for your loss and hope things are going well for you. The account has been cancelled and I have refunded your payment of $1309.09. Please let us know if we can help in any...

way.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

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

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]

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

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 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

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

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

March 22, 2016
RE:          [redacted]
To the Revdex.com,
                Ms. [redacted] and I spoke on 2/15/16 and agreed that if I
cancelled her account and gave her a refund it would settle the matter. Our
technicians are instructed to always leave a customer’s existing equipment with
them and we have every reason to believe that is what happened in this case. If
she would like to discuss the matter further she may contact her sales
representative.
Sincerely,
Brandt N[redacted] | Alder
Compliance Manager

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

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

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

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

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

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

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

December 6, 2017RE:  [redacted] To the Revdex.com,Ms. [redacted] was called on 11/29/17 at 2:50 PM at phone number ###-###-#### and a voicemail was left. Ms. [redacted] also mentioned being on a very tight budget and that the reduced monthly rate of $34.99 was still too high. To accommodate her we have refunded her most recent payment of $60.48 (may take 3-5 business days to appear in the account), given her 3 months of service at no charge, and reduced her monthly rate to $24.99. This new rate is effective immediately and her next payment will not be due until April of 2018. Sincerely, Brandt N[redacted] | Alder Compliance Manager