Alder

October 11, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. A member of our customer service team will contact Ms. [redacted] shortly to schedule a time to took at the system and I have instructed them to waive the technician fee. I have also...

credited the account two months of service at no charge due to the inconvenience and false alarm.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], although I am pleased that the business (Alder) states that a past due amount was waived, to be clear, there was never a past due amount owed to them because all payments were automatically paid via electronic withdrawals from my checking account; proof of this fact was indicated/given to them!  I find that Alder seems to be implying that they have forgiven (i.e. waived) a debt that I never owed them?  Nevertheless, I would like for the Revdex.com to include my final comments as stated in this response/reply as a matter of record. And, although this matter is considered closed, I do not find, nor agree, that it was resolved satisfactory to me and/or my wife.
I would like to thank the Revdex.com for your timely assistance regarding this matter upon filing my initial complaint against Alder.
Sincerely,
[redacted]

August 23, 2017RE:  [redacted] To the Revdex.com,  The account has been cancelled and the past due amount has been waived. We will no longer attempt to contact Ms. [redacted]. Thank you for your assistance.Sincerely, Brandt N[redacted] | Alder Compliance Manager

July 27, 2016   RE:          [redacted]
To the Revdex.com,                   Thank you for providing us with the information needed to locate the account. I have released your mother from the agreement and submitted a request for her money to be refunded. Let us know if we can assist with anything else.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

August 29, 2016   RE:          [redacted]   To the Revdex.com,                   Although we explained to Ms. [redacted] during a recorded phone call...

prior to the installation of the alarm system that [redacted] was still in business we will agree to release her from the contract. A member of our customer service team will contact her shortly to schedule a time to retrieve our equipment.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

Tothe Revdex.com, Thank you for contacting us, in a response to Ms. [redacted] request here is the remainder of the agreement to be released from her agreement $824.85 must be paid in full. Sincerely,

March 3, 2017RE:       [redacted] To the Revdex.com,  Thank you for bringing this matter to our attention. Our records indicate a final bill was already sent, however, I have instructed our Retention department to send another. Thank you for your assistance with...

this matter.Sincerely, Brandt N[redacted] | Alder Compliance Manager

June 25, 2015
 
Re:         Lucrecia [redacted] S[redacted]
 
To Revdex.com of Utah,
 
 
                As a sign of good
faith we will agree to release Ms. W[redacted] from the agreement. A member of our
customer service team will be contacting her shortly to schedule a time to come
by and retrieve the equipment.
 
               
Respectfully,
 
Brandt N[redacted]
 
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]

October 6, 2017RE:  [redacted] To the Revdex.com,  Thank you for bringing this to our attention. We attempted to contact Mr. [redacted] to see if the ring has been found and to get a better understanding of the situation. Also, Mr. [redacted]’s son is the one who has been...

requesting that we cancel the account and because of the email address that was provided with this complaint, “[redacted],” we believe he is the author of the complaint filed with your agency. Because the account belongs to Mr. [redacted] we will need to speak with him before making any changes to his agreement with Alder. In the meantime, we recommend filing a police report and we will be happy to assist with this matter in any way that we can.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 10, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We have honored Ms. [redacted]’s request and we wish her the best.Sincerely, Brandt N[redacted] | Alder Compliance Manager

September 2, 2016   Revdex.com Case# [redacted]   [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 issue. Based 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 company. She was told to send in the final bill from her previous company and we would send her a check for that amount. Alder Security next heard from her on July 15th wondering if we had received the fax with her buyout amount listed. The agent to whom she spoke stated that they were not sure, but would get in touch with the person who gets the faxes. We received another call on July 16th wondering if we had received the fax as well. On Monday, July 18th, the employee who receives the faxes attached the information to Ms. [redacted]' account. The information located on the fax listed a sent date of January 8, 2014, so we cannot specifically state the exact time that it came through. At that time, the process for reviewing the information and sending the check began. Alder's accounting Department cut check #[redacted] in the amount of $1109.46 and sent it on July 21, 2016.It was sent to the physical address on her account at that time. Alder did receive 14 phone calls from Ms. [redacted] regarding the whereabouts of the check between July 25th and August 25th. During 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 cashed. At this time, the processes to both stop payment on the previous check and to send a new check were started. Our Vice President of Operations contacted Ms. [redacted] on August 25th, and spoke to her regarding this issue. He discussed that we had sent a check previously and that we were sending another check. He apologized for the length of time that this had taken and for the issues which had arisen during the past month. The new check was cut and sent on August 26th. I 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 resolved. Alder 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 needed. As 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 * C[redacted] Alder Security Manager of Customer Experience

Complaint: [redacted]
I am rejecting this response because:I spoke with an account manager on 1/18/18 and was told they would send a technician out to my house to remove the equipment. After being on hold for several minutes, he came back on the phone and said due to high wait they would have someone call me back to schedule the appointment. I never heard back. Over a week went by and nothing! This is the whole problem with this company! Being told multiple things by multiple so called managers that have NO CLUE what is going on! I will NEVER send them any more of MY money! Equipment has NOT worked since it was installed. I should have never sent them the 2 payments they have received. I will just let my attorney handle this matter from here! It is pointless going back and forth with a scam company! I will make sure all of reviews are posted all over social media, Yelp, etc! I will get the message out that no one should trust this company!
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. I don't anything else to do. I will file a Revdex.com complaint against [redacted].
Sincerely,
[redacted]

November 8, 2017RE:  [redacted] To the Revdex.com, We have addressed each of Ms. [redacted]’s concerns in the complaint that was filed and we believe we have been more than fair. To reiterate, we offered to move the system from one location to another at no cost to her. This is a time consuming process and the usual fee is $250.00. We also gave Ms. [redacted] 3 months of service at no charge, a value of $155.97. We are also not requiring her to renew her contract. This is the most we can do for Ms. [redacted] at this time.Sincerely, Brandt N[redacted] | Alder Compliance Manager

June 12, 2015
 
 
Re:         Michael [redacted]
 
 
To the Revdex.com,
 
 
                Although we
believe the details of the events as stated in this complaint are not an accurate
depiction of what took place we will agree to release Mr. [redacted] from the
agreement as a sign of good will. A member of our customer service team will
contact him shortly to arrange a time to retrieve the equipment.
 
 
Respectfully,
 
 
Brandt [redacted]
Compliance Manager

October 18, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. I have canceled Ms. [redacted]’s account and submitted a refund to her bank. A member of our customer service team will contact her shortly to schedule a time to retrieve the equipment. Let...

us know if we can do anything else for Ms. [redacted].Sincerely, Brandt N[redacted] | Alder Compliance Manager

October 27, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. We have spoken with Ms. [redacted] and resolved the issue. Thank you for your assistance.Sincerely, Brandt N[redacted] | Alder Compliance Manager

July 20, 2017RE:   [redacted] To the Revdex.com,  Thank you for contacting us. We did have an appointment scheduled with Ms. [redacted] but due to unforeseen circumstances we needed to change it to the day before the original date. We attempted to reach Ms. [redacted]...

without success so a voicemail was left. Our technician showed up but no one was home. We called the customer 3 days later and she immediately said “stop calling” and hung up. We would have been more than happy to fix the system but we also wanted to honor Ms. [redacted]’s request. As a sign of appreciation for being a loyal customer all these years we will waive the past due balance and cancel the agreement as requested. We wish Ms. [redacted] the best and it was a pleasure to serve her.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Alder's Vice President of Operations has been attempting to contact Ms. [redacted] regarding this issue and has yet to hear back from her. He left his direct number for her.If Ms. [redacted] wishes to contact the Manager of Customer Experience at 801-441-1658, she may do so as well. We are working to resolve...

this issue both on our end and on Ms. [redacted]'s but must hear back from her as well. We look forward to working with her to resolve this issue.