Alder

May 13, 2016 RE:          [redacted] To the Revdex.com,                 We spoke with Ms. [redacted] on 11/14/16 and upgraded her system and service on condition...

that she renew her agreement. As a sign of good faith we are willing to reduce her monthly rate to $44.99 but we are unable to cancel her contract at this time. Sincerely, Brandt N[redacted] | Alder Compliance Manager

Please provide us with your account number so that we may research the issue.

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, please cancel my contract thank you.
[redacted]

September 28, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. It should be noted that the defamation of Alder was being done by one of its competitors whose customer we had just acquired and their on-the-spot review of our company may not be...

completely trustworthy. We would also like to note that Mr. [redacted] participated in a video survey where he was asked the following questions:   Do you understand that Alder is not affiliated with any other alarm company?   Do you understand that your current alarm company could still monitor your system and is still in business?Mr. [redacted] replied “yes” to each of these questions. Lastly, it appears the ADT representative was not honest with Ms. [redacted] as Alder does not outsource its monitoring to other countries through third party services. But ADT was correct about a lawsuit being brought against Alder, however, they failed to mention that it was filed by them and won by us. Despite the above, our may concern is Mr. [redacted] and if he wishes to be released from the agreement we will make it so. A member of our customer service team will contact him shortly to schedule a time to retrieve our equipment.Sincerely, Brandt N[redacted] | Alder Compliance Manager

December 13, 2017RE:  [redacted] To the Revdex.com, We have released Mr. [redacted] from the agreement as requested. A member of our customer service team will contact him shortly to schedule a time to retrieve the equipment.Sincerely, Brandt N[redacted] | Alder Compliance Manager

July 7, 2017RE:   [redacted] To the Revdex.com,  Please note that this account was setup on 11/2/15 and the allegations were not mentioned to Alder until 5/22/17. Please note also that I personally spoke with Sabrina and agreed to waive $251.59 that was past due to...

compensate for the double billing even though the requested bank statements were never sent. She was then going to send me the final bill from their previous company, which was never received, so we could issue a check for the remaining balance. Filing this complaint after coming to an agreement with us, which we honored, is completely inappropriate. We reject the allegations and we reject the request for additional funds.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Please have Mr. [redacted] contact his bank to verify the refund and inquire regarding their policy of refunds submitted to closed accounts.

August 22, 2016   RE:          [redacted]   To the Revdex.com,                   I have taken the liberty of crediting Ms. [redacted] a month of service at no...

charge as she had mentioned she thought the company was going to pay the first month for her. Regarding the second issue: please respond with how many years Ms. [redacted] thought the agreement would be for and we will see what we can do to accommodate her.     Sincerely,   Brandt N[redacted] | Alder Compliance Manager

We apologize if the first final bill was never received but I have instructed our Retention department to send another. We did not change our company or tax number just to pull additional funds from Ms. [redacted]'s bank account. Considering the lengthy process involved in making those changes, doing so would be counter productive.

January 20, 2017RE:       [redacted] To the Revdex.com of Utah,             A technician was sent to Ms. [redacted]’s home to install the cameras on 1/19/17 but she requested that we reschedule the appointment.Sincerely, Brandt N[redacted] | Alder Compliance Manager

Complaint: [redacted]
I am rejecting this response because: They have been telling me he will come for the past month and nothing has happened yet. I am not a priority with this service. 
Sincerely,
[redacted]

February 23, 2018RE:  [redacted] To the Revdex.com,Thank you for contacting us. We are in contact with Ms. [redacted] and are in process of resolving this issue. Sincerely, Brandt N[redacted] | Alder Compliance Manager

March 22, 2018RE:  [redacted] To the Revdex.com,Thank you for contacting us. It is our understanding that Ms. [redacted] was recently approached by a representative from XFinity and we believe this complaint was filed in an attempt to have us release the customer so that she can...

accept the deal offered by our competitor.Additionally, on August 7th, 2015 [redacted] asked that we move the system into her daughter’s home which we did. Consequently, we do not understand the statement claiming they are just learning about the system being installed in their mother’s home. We also do not understand why these allegations were not brought to our attention in February of 2015, when the system was installed.We have attempted to contact Ms. [redacted] to discuss these inconsistencies but have been unable to reach her. She may contact me directly at her convenience at 385-218-2747.Sincerely, Brandt N[redacted] | Alder Compliance Manager

October 18, 2017RE:  [redacted] To the Revdex.com,  I have cleared Ms. [redacted] past due balance, reduced her monthly rate from $74.99 to $54.99, and given her 5 months of service at no charge. We have been extremely generous with Ms. [redacted] and she will not even answer our calls. We have more than compensated her for the inconvenience she has experienced and we will not be canceling the contract at this time. If she would like a technician to look at her system she will need to contact our customer service department as she is not answering our phone calls.Sincerely, Brandt N[redacted] | Alder Compliance Manager

September 13, 2017RE:  [redacted] To the Revdex.com,  It is our understanding that the following is what qualifies the representative as aggressive, intimidating,  atrocious, and to be labeled as a predator: He knocked on the door at 8PMHe spoke quicklyThe customer was put on speaker phone with our corporate officeThe system was installed immediately after the contract was signed and the welcome call was completed.The representative accidentally wrote down the login incorrectly.The 3 day right of rescission wasn’t explained. The electronic signature was signed and sent to our office at 8:02 PM meaning that everything had been explained and agreed to by then. It is our understanding that this is within community guidelines. We apologize for the mistake of the representative writing down the login incorrectly. It is our understanding this has been resolved. We instruct our representatives to explain the three day right of rescission, however, the customer was given two copies of the cancellation form where the policy is written in regular sized font in a concise, understandable format. If there is anything we have overlooked please feel free to contact me at 385-218-2747. It is our desire to keep the [redacted]’s as happy customers and we are ready and willing to do everything we can to make sure they are. But to say the [redacted]’s were preyed upon based on what has been discussed here seems to be unjustified.Sincerely, Brandt N[redacted] | Alder Compliance Manager

March 23, 2017RE:       [redacted] To the Revdex.com, Thank you for contacting us regarding this matter. We explained to Mr. [redacted] that we needed bank statements to verify the amount he was requesting. However, as a sign of good faith, the refund has been...

submitted. Please allow 5 business days for this to reflect in Mr. [redacted]’s bank account.Sincerely, Brandt N[redacted] | Alder Compliance Manager

November 15, 2017RE:  [redacted] To the Revdex.com, Thank you for contacting us. Attached is a copy of the completed contract as well as a call with Mr. [redacted] from 6/7/17 where he chose to renew his agreement for an additional term. After the [redacted]’s chose to renew their...

agreement they were approached by a representative from Vivint, a competitor, who gave them false information in an attempt to take over their monitoring. Because of the actions of the salesman the [redacted]’s are now stuck in two agreements and in attempt to get ours cancelled this complaint is being filed regarding events that took place on 6/7/2013. The allegations are not valid and we cannot allow our accounts to be taken over using dishonest methods. If the [redacted]’s would like assistance on how to approach the unethical tactics used by our competitor we are happy to help them. If they have any questions about what has been stated here they may contact me directly at 385-218-2747.Sincerely, Brandt N[redacted] | Alder Compliance Manager

We are working directly with [redacted] to resolve this issue. If he has any questions, he may contact the Manager of Customer Experience directly, and he has been given that direct number.

October 11, 2017RE:  [redacted] To the Revdex.com,  Thank you for contacting us. We have released Ms. [redacted] from the agreement. 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

Ms. [redacted], In speaking with you over the phone today, I have discussed the fact that Alder is holding up our side of the contract and that by accepting the offer to lower the proce by 30% a month, your Notice of Cancellation was voided as by accepting the offer, this implies that you wish to...

keep the services and not cancel. Alder held up our end and your price has been dropped to the price of #34/99 a month and services are being provided.In a gesture of goodwill, when I spoke with you over the phone, I also offered to drop the contract to just a 3 year contract which was declined over the phone. At this time, I would like to re-offer to drop the contract length to 36 months instead of 60, take care of your past due amount which is #104.97, essentially giving you the past 3 months for free, and I will also offer to drop the monthly rate to $29.99.I have given you my direct number. You may call to discuss this offer at any time and, if I am not at my desk, please leav a messge and I will get back to you. Thank you, Travis C[redacted]Alder SecurityManager of Customer Experience