Alder

September 2, ? Revdex.com Case# [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 issueBased 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 companyShe was told to send in the final bill from her previous company and we would send her a check for that amountAlder Security next heard from her on July 15th wondering if we had received the fax with her buyout amount listedThe agent to whom she spoke stated that they were not sure, but would get in touch with the person who gets the faxesWe received another call on July 16th wondering if we had received the fax as wellOn Monday, July 18th, the employee who receives the faxes attached the information to Ms [redacted] ' accountThe information located on the fax listed a sent date of January 8, 2014, so we cannot specifically state the exact time that it came throughAt that time, the process for reviewing the information and sending the check beganAlder's accounting Department cut check # [redacted] in the amount of $and sent it on July 21, 2016.It was sent to the physical address on her account at that timeAlder did receive phone calls from Ms [redacted] regarding the whereabouts of the check between July 25th and August 25thDuring 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 cashedAt this time, the processes to both stop payment on the previous check and to send a new check were startedOur Vice President of Operations contacted Ms [redacted] on August 25th, and spoke to her regarding this issueHe discussed that we had sent a check previously and that we were sending another checkHe apologized for the length of time that this had taken and for the issues which had arisen during the past monthThe new check was cut and sent on August 26thI 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 resolvedAlder 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 neededAs 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 [redacted] C [redacted] Alder Security Manager of Customer Experience ? ? ? ?

July 6, 2017RE: [redacted] *** To the Revdex.com, We apologize for the inconvenience Ms [redacted] has experiencedAs a gesture of goodwill we have credited her account with months of service at no chargeWe have also instructed our customer service team to schedule an appointment for a technician to update the system at no chargePlease let us know if there is anything else we can do for Ms***.Sincerely, Brandt N [redacted] | Alder Compliance Manager

? Revdex.com: ? Alder mentioned a premium plan, I was never offered this option? I will accept this offer, Alder should also ask the complaintents gender before referring to them as her/himIf Alder would like to talk to me about a premium plan, I would be open to hear about it.? 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] ***

Complaint: [redacted] I am rejecting this response because:There was a blatant disregard in the response/answer regarding my complaint from this companyHow is it that they state that each time someone calls they are told they have the wrong number, when I have identified several reps within my statement? Someone is NOT being truthful hereWhenever someone calls which is anywhere between 4-times a day and no messages are leftFirst the calls have caller Id identifying its self as Alden and then directly afterwards they call again but this time the number identifies as an unknown numberI do feel like this is unnecessary and harassmentPlease cease and desistEach time I speak with someone they are questioning me about my bill and paymentI keep saying over and over again THAT I DO NOT WANT TO DO business with this company but no one in giving me a response to thatI DO NOT WANT THIS ALARM SYSTEM UNSTALLED IN MY HOME ANYMORE PLEASE COME PICK UP THE EQUIPMENT Sincerely, [redacted]

June 28, ? 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 agreementMs [redacted] doesn’t owe $as stated in her complaint, she is past due $We are willing to forgive this past due amount if Ms [redacted] agrees to pay the reduced monthly rate of $going forward? ? Sincerely, ? Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because:As of today's date, we have yes, been in contact and are discussing a resolution, however nothing has been finalized yet While I am pleased we have been in contact and things appear to be looking positive, until the resolution is 100% complete, I will not close the case Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:To Whom It May Concern:The response sounds great, although I STILL want my contract with Alder Security closed because I still feel they broke the contract to begin with by not monitoring my services as they stated they would to begin with I keep getting phone calls on a daily basis, the most recent being today, Monday, January 18, at approx2:p.mfrom a gentleman by the name of "Andrea" who states now that I owe the $1,to Monitronix and they will pay $of that bill Monitronix is not my problem at this point, it is all Alder Security and I am requesting their contract again be voided as of the date MrN [redacted] installed Alder's services into my home.PLEASE help me with this situation, as Alder calling me on a daily basis is about to run me crazy I appreciate all your assistance in this matter.Sincerely, [redacted] ***A VERY dissatisfied customer Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Mr [redacted] and Alder are currently communicating through email and we appear to have arrived at an amicable agreementThank you for your assistance in this matter

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 18, 2017RE:? [redacted] ? To the Revdex.com,? Thank you for contacting usI have canceled Ms [redacted] ’s account and submitted a refund to her bankA member of our customer service team will contact her shortly to schedule a time to retrieve the equipmentLet us know if we can do anything else for Ms [redacted] .Sincerely,? Brandt N [redacted] | Alder Compliance Manager

May 18, RE: [redacted] To the Revdex.com, Ms***’s contract doesn’t end until 9/14/which is why it was not cancelledAlso, information regarding the name change was sent to Ms***’s address which is the same listed on the complaint file with your bureauWe understand that Ms***’s daughter signed up with a different alarm company in March, perhaps they might be willing to release her since they installed their system where there already was oneIf it would help we would be happy to discuss this with her and her secondary providerSincerely, Brandt N [redacted] | Alder Compliance Manager

August 31, 2017RE: ? [redacted] ? To the Revdex.com,? Thank you for contacting usWe have released Mr [redacted] from his contract as requestedA 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

September 18, 2015? RE: [redacted] ? To the Revdex.com,? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Mr [redacted] ’s agreement states the length of the contract is months and the representative appears to have circled it for emphasisWe also spoke with Mr [redacted] over the phone prior to the installation of the alarm system and specifically asked him if he understood the agreement has an initial term of months, to which he replied “yes.”? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Since this is the first time the matter of the alarm going off in the middle of the night has been brought to our attention please provide us with the dates and times these incidents occurred so that we may check to see what triggered the alarmBased upon our findings we will determine what course of action we will take.? ? Sincerely,? ? Brandt N [redacted] | Alder Compliance Manager

June 28, RE: [redacted] To the Revdex.com, We apologize for the inconvenience Ms [redacted] has experiencedI have credited her account months of service at no chargePlease have her contact us if anything else is needed Sincerely, Brandt N [redacted] | Alder Compliance Manager

December 29, 2017RE:? [redacted] ? To the Revdex.com, Thank you for contacting usWe have instructed our service department to contact the [redacted] ’s right away to get a technician out to their homeWe have also given the [redacted] ’s months of service at no chargePlease have the [redacted] ’s contact us if they need anything else.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

Complaint: [redacted] I am rejecting this response because: I have not received a copy of the cancellation agreement/policy by emailWhy are they withholding such a simple request/documentThe rep said if contract cancelled you will pay 90% of remainder of contractThe contract is also for monthsThey prey on senior citizens Sincerely, [redacted] ***

December 8, 2017RE:? [redacted] ? To the Revdex.com, We have responded to Ms [redacted] ’s request and this will be the 4th time we’ve done soWe have decided not to cancel the contract at this timeAs a gesture of goodwill we have cleared her past due balance of $90.93, given her months of service at no charge, and reduced her monthly rate from $to $This is the most we can do for her at this time.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

July 7, 2017RE: ? [redacted] ? To the Revdex.com,? Thank you for contacting usMs [redacted] asked to cancel the contract days after installationIn accordance with the law we allow customers days to cancel without penaltyAfterwards, the terms of the contract are invokedThe contract calls for 90% of the remaining balance for early termination but in order to be accommodating to Ms [redacted] we agreed to release her on condition that she pay a $cancellation fee to cover time, labor and use of what was new equipment? We wish Ms [redacted] the best but we will not be issuing her a refund at this time.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

July 14, 2017RE: ? [redacted] ? To the Revdex.com,? Paying Ms [redacted] ’s balance with Vivint was an incentive to have her switch to AlderMs [redacted] cancelled her Alder account so this offer is no longer available to herThank you again for your assistance with this issueSincerely,? Brandt N [redacted] | Alder Compliance Manager

July 27, ? RE:? ? ? ? ? ? ? ? ? [redacted] ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Alder Holdings is the company that supplied your home security system and provides the monitoring service you have received since Please feel free to contact me with any additional questions at ###-###-#### ? ? Sincerely, ? Brandt N [redacted] | Alder Compliance Manager