Alder

January 25, 2018RE:  [redacted] To the Revdex.com, Thank you for contacting us. If indeed this problem was caused by the installation of the thermostat we sincerely apologize. As a gesture of goodwill we have refunded Ms. [redacted] last payment of $84.52.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,
Lucretia S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me upon actual receipt of the funds in my account.
Sincerely,
[redacted]

Alder is attempting to contact this customer to resolve this issue but has not yet been able to speak to them since the complaint was opened. We will continue the attempts to contact.

April 27, 2017RE:   [redacted] To the Revdex.com,  Thank you for contacting us. We spoke with Ms. [redacted] and were able to come to an agreement. Thank you for your help.Sincerely, Brandt N[redacted] | Alder Compliance Manager

June 27, 2017RE:   [redacted] To the Revdex.com,  Thank you for bringing this to our attention. We attempted to contact Mr. [redacted] to discuss this matter but were unsuccessful. We spoke with Mr. [redacted] prior to the installation of the alarm and asked a series of...

questions. We asked if he understood that Alder was not affiliated with Vivint, that Vivint was still in business, and that by going forward he would need to cancel with Vivint and would be receiving new services through us. Mr. [redacted] confirmed that he understood all of this (see attached audio file.) However, we want Mr. [redacted] to be happy with our agreement and we would like to discuss his concerns. At his convenience he may reach me directly at 385-218-2747.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Complaint: [redacted]
I am rejecting this response because: The company has stated they have refunded me the money but they have not.  I have paid over $500 to this company for a service I did not receive.  Additionally, the tech has never showed up on times I agreed to and the sensors are still not operating correctly.
Sincerely,
[redacted]

January 17, 2017RE:       [redacted] To the Revdex.com,             As mentioned before Ms. [redacted] has been released from the agreement and she is no longer responsible to fulfill the terms of the contract. The invoice she received was sent prior to this arrangement and may be disregarded. Sincerely, Brandt N[redacted] | Alder Compliance Manager

In reviewing this issue further, we see that there are still some issues to be resolved and we understand, and agree, that the complaint should not be closed until the issues are resolved. We are working to resolving...

them and ensure that you will be contacted regarding this issue in the next couple of days.

As of this date we have not received any such letter as the one mentioned in the last correspondence.

Mr. [redacted], As agreed to in our conversation, Alder will be dropping your monthly monitoring rate, refunding the extra money which you paid to your previous company as evidenced in the bank statements which you sent, and crediting your account for the 2 months of service. Thank you for working...

with us to resolve this issue. Travis C[redacted]Alder SecurityManager of Customer Experience

Complaint: [redacted]
I am rejecting this response because:I will wait to confirm the refund and no further charges applied to my mother's account. At that point I will accept the case as closed
Sincerely,
[redacted]

June 7, 2017  RE:   [redacted]  To the Revdex.com,  Thank you for contacting us. We have spoken with Ms. [redacted] and agreed to honor her request. Thank you for your assistance.  Sincerely,  Brandt N[redacted] | Alder Compliance Manager

December 21, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. We have attempted to contact Ms. [redacted] to discuss these issues but have been unable to reach her. We would like to keep her as a customer and are willing to forgive the $176.75 past due and go...

forward at a reduced rate of $39.99, previously $56.99. If Ms. [redacted] would still rather cancel we will consider her request. We look forward to her response.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Please respond with some identifying information for your father so we can locate his account. A name or address will do. Thank you.

Complaint: [redacted]
I am rejecting this response because:We did not receive a phone call from the company or a refund. As a matter of fact I have called them on 3 different occasions and was told to call back in about a week to check on status of refund. I called them on 10/4/17, 10/17/17 and again on 10/20/17 and each time I called they said to call back, the first time on the 4th talked to Troy he said he put it through and if we didn’t receive it in 7-10 days call back so I didn’t receive refund and called back on the17th talked to Alex he said to call back in a couple of days so called back on the 20th and talked to Brad he said he didn’t see anything on our file for a refund so he put an email in with a rush on it to check back in a week still haven’t received a refund or call or contact of any kind.
Sincerely,
[redacted]

June 28, 2016   RE:                        [redacted]   To the Revdex.com,  ...

                The original contract was still valid, Ms. [redacted] expressed a desire to cancel but then rescinded before going through the cancellation process so there was no need to send another agreement. Ms. [redacted] doesn’t owe $1100 as stated in her complaint, she is past due $342.32. We are willing to forgive this past due amount if Ms. [redacted] agrees to pay the reduced monthly rate of $39.99 going forward.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

June 16, 2017  RE:   [redacted]  To the Revdex.com,  We released Mr. [redacted] as a courtesy and we will not use his financial information for any reason in the future. Also, the ability to remove an alarm system doesn’t mean we are able to reestablish communication with his previous provider. Lastly, if Mr [redacted] doesn’t allow us to retrieve our equipment we will be forced to charge him for it.   Sincerely,  Brandt N[redacted] | Alder Compliance Manager

Account Number: [redacted] To the Revdex.com, Thank you for contacting us, we have honored Mr. [redacted]'s wishes and released him from the contract as requested with no penalty. There will be a shipping label sent to his new address for client to send the equipment.

March 21, 2017RE:       [redacted] To the Revdex.com, We have attempted to discuss this with Ms. [redacted] but the numbers she has provided us with report that neither is taking calls at this time. We cross checked the amount Ms. [redacted] has been paying monthly...

with what was discussed during the recorded call, where the terms of the contract were explained to her, and the two are in agreement. However, as Ms. [redacted] has mentioned she is unable to afford the monthly payment I have taken the liberty of reducing it from $54.99 to $44.99. If anything further is needed Ms. [redacted] may reach me directly at 385-218-2747. Sincerely, Brandt N[redacted] | Alder Compliance Manager