Alder

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

Complaint: [redacted]
I am rejecting this response because: Plenty of explanation and examples where given as to Mr. Wydicks behavior. I am not sure what is unclear. The reason my daughter knows everything is because my husband and I went to her with our concerns about being scammed and bullied into a service we did not did want. We asked her to speak on our behalf. We have no problem contacting a lawyer as well as the local TV station concerning the way in which we were taken advantage of and scared into this contract. We are trying to keep this between us but would be ok with taking it as far as it needs to go and as public as it needs to go to remove this from our home and get out of this contract.
Sincerely,
[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

Mr. [redacted]'s account has been cancelled and there is no remaining balance. I do not know what document he is referring to. It's possible that a bill was sent before the cancellation was finalized but any such documentation may be discarded and ignored.

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

Please provide us with your mother's name or account number so we can research the issue.

January 5, 2016
RE:          [redacted]
To the Revdex.com,
                We will release Ms. [redacted] from her extended agreement
and...

appreciate the opportunity we had to serve her.
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]

August 1, 2016   RE:          [redacted]   To the Revdex.com,                   Mr. [redacted]’s request for the cameras to be removed and the...

reduction to his monthly rate was already granted on 7/25/16. Please let us know if there is anything else we can do for Mr. [redacted].     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

November 8, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We apologize for the delay and appreciate your patience. When a customer decides to have another individual takeover their account there’s a lot that needs to be done amongst the three parties...

that are now involved in the agreement. We have worked extensively on this and everything is close to being finalized. Our customer service team will contact you tomorrow to wrap everything up, including the refunds. Again, we thank you for your patience and we appreciate the opportunity to have worked with you these past couple years. Feel free to contact me directly with any questions at 385-218-2747.Sincerely, Brandt N[redacted] | Alder Compliance Manager

June 24, 2015 Re:         Cindy B[redacted] To Revdex.com of Utah,                 We appreciate Ms. B[redacted]’s concern for her aunt and uncle but we are concerned that she is the only individual expressing a desire to cancel. We are left to assume that Ms. B[redacted] lives in the home with her aunt and uncle since she listed her address as the same as the T[redacted]s.  However, the T[redacted]s appear to be content with having the system in their home.                 Considering the circumstances we don’t feel it would be ethical to cancel the T[redacted]s agreement without their direct request. If Marie or John expresses a desire to cancel the contract we will reconsider our position. Respectfully, Brandt N[redacted] Compliance Manager

March 28, 2018RE:  [redacted] To the Revdex.com,Thank you for contacting us. We have released Mr. [redacted] from the agreement and refunded the $150 on March 8th that was paid toward the cameras. Please let us know if anything else is needed.Sincerely, Brandt N[redacted] | Alder...

Compliance Manager

November 22, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We have cancelled the renewals so Ms. [redacted]’s contract has reverted to the original terms. Ms. [redacted] was also given free months and a reduced monthly rate after the missed appointments....

Also, our records indicate that not all of the missed appointments were due to the technician and that Ms. [redacted] had to reschedule with us as well. As a sign of good faith we have given Ms. [redacted] an additional 3 months at no cost. Sincerely, Brandt N[redacted] | Alder Compliance Manager

June 24, 2015
 
Re:         Cindy B[redacted]
 
To Revdex.com of Utah,
 
                Thank you for
bringing this matter to our attention....

We have a recorded phone call between us
and Marie T[redacted] (the customer) which took place prior to the installation of
the alarm system. During the call Ms. T[redacted] is asked if she understands that
Alarm Protection is not affiliated in any with Monitronics (the customers
previous home security provider), that Monitronics is still in business and
that she is cancelling services with them and will begin receiving new services
through Alarm Protection. Ms. T[redacted] acknowledged she understood all of these
facts and had she answered she did not understand any one of these statements
we would not have allowed the installation to proceed.
                We understand Ms.
B[redacted] would like copies of the agreement between us and her aunt but we
respectfully ask her to remember that she is not entitled to this information and
that if she feels it is necessary for her to make decisions on her aunt’s
behalf she would do well to acquire power of attorney. Having said that, our goal is to ensure that Ms. T[redacted] is a satisfied customer and if it is her
desire to be released from the agreement we will comply but the request needs
to come from her or someone authorized to make decisions on her behalf.
 
Respectfully,
 
Brandt N[redacted]
 
Compliance Manager

September 29, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us and we apologize for the inconvenience Ms. [redacted] has experienced. Our records indicate that her account was credited $275.55 for the system downtime. We would also like to offer her an...

additional 3 months of service at no charge and reduce her rate from $51.99 to $39.99. However, if she would still rather cancel our agreement we will honor her wishes.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 3, 2017RE:  [redacted] To the Revdex.com,  We have explained to Ms. [redacted] that the cause of her camera issues is the speed of her internet service. The reason she wasn’t called when her alarm was triggered is because she always disarmed the system within 30...

seconds. This timeframe is allotted to prevent the dispatching of authorities everytime someone returns home after having armed the system. As Ms. [redacted] feels the cost is too high we have taken the liberty of reducing her monthly rate from $74.00 to $54.00.Sincerely, Brandt N[redacted] | Alder Compliance Manager

January 22, 2016
RE:          [redacted]
To the Revdex.com,
                Shortly after the system was installed we spoke with
Ms. [redacted]’s son...

regarding the account. He agreed to go forward with the
contract and we explained to him how to use the system. Having only received
one payment at the time of installation on 6/2/15 the system was shut off on
1/7/16. This makes a total of 6 months where services were provided without
receiving payment and 9 days after the services were shut off a complaint was
filed with your agency.
                Regarding the claim that nothing was explained to Ms.
[redacted] we have the agreement with her signature (see attachment). We also have a
recorded phone call between her and our corporate office where we explained the
terms to her verbally as well. Due to the foregoing facts we will agree to
release Ms. [redacted] on condition that she pay the past due amount of $[redacted] and
return the equipment. If this is acceptable we will proceed accordingly.
Sincerely,
Brandt N[redacted] | Alder
Compliance Manager

Complaint: [redacted]
I am rejecting this response because: My alarm system and service was not upgraded. Nothing changed. I did not sign anything to extend my contract until 2020 - that is an outrageous amount of time. The phone call I received was not packaged as a contract extension - is there a recording available? You called me, I did not call you that day. The contact number I had was disconnected and I thought I was not being serviced anymore. I received ZERO communication from you regarding this Alder change. I went with another company and have ordered stop payment on auto debits to your company. I will not be forced to remain in a contract with a sub-par, shady company that tries to trick their customers. I will continue to fight this and will not stop. 
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]

July 12, 2016   RE:          [redacted]   To the Revdex.com,                   Prior to the installation of the security system a member of our customer...

service team spoke with Ms. [redacted] and explained we had no affiliation with her previous company and that she would need to cancel with them and would be receiving new services through Alder. We did not proceed with the isntallation until Ms. [redacted] confirmed she understood these facts.                 However, it is not our intention that Ms. [redacted] pay both us and her prior security provider. Please have Ms. [redacted] send us her final bill from her previous home security company and we will issue her a check to satisfy the remaining balance. Please have her contact us with any additional questions.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager