- Report: #1454081
Complaint Review: Alder Security - Nationwide
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Alder Security
Nationwide, United States
Web:
https://www.alder.com/
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Alder Security Charged for Service We Didn't Receive
My elderly parents made the grave mistake of choosing Alder for their home security.
Everything was fine at first...until it stopped working.
My mother called for service. They tweaked a few things via data network and the system worked again. They told my mother to please call if it happened again.
It happened again, so she called back and was told that they couldn't fix it over the data lines this time so they would put her thru to the service department. After over 30 minutes on hold, Mom hung up. Since I'm the one who pays their bills, she told me about it and I called and was told that I was being transferred to the service department. After almost 45 minutes on hold, I hung up.
We tried off and on for about a week during which we had NO service from Alder at all. We couldn't set the alarms or use the box on the wall at all.
Finally, in disgust, I called Alder and asked what, if any, amount was due on the contract as we were looking into changing companies. They put me through to a supervisor who insisted that we give her a chance. She said that she would call Mom first thing the next morning when the service department opened and make sure that Mom got connected.
True to her word, she called Mom; however, she did not make sure that the service department connected. Mom stayed on hold for over 30 minutes and finally gave up.
I called using our house phone that afternoon. While I was on hold yet again with someone who swore they were going to get me connected to service, I called ADT using my cell phone. When the Alder rep came on the line to tell me to 'please be patient, I'm still trying to get service on the phone' I informed him that it was okay, I was using the time to shop other security services.
After nearly 30 mins, the Alder rep apologized for not being able to connect the call. I assured him that it was okay and that the nice young man from ADT had set me up with an appointment and quotes. If Alder service couldn't answer or return a call, we would be switching to a company that could because we'd been without home security long enough.
Before switching, Mom and I made multiple calls to Alder to see what the contract payout would be if we were under contract. Each time, we were told 'I can't give you that information'. I shut off the auto-draft. Now we had their attention. They sent a bill, so I called them, explained the situation, and offered to return their equipment (including the box that they never serviced) to them.
Instead, they sent us a letter offering to waive the 'past due amount' in exchange for nearly $1500 because they'd apparently decided that there actually was a contract and that this would be the payout amount. I've tried to call them..spent nearly an hour trying 3 different numbers including the one on the letter, but it appears that the service department isn't the only ones at Alder who either cannot or will not answer a phone.
Bottom line. Save yourself a headache, lost time, and the frustration of dealing with a company whose obligation only extends as far as accepting your monthly payments for their broken equipment. Consumers aren't buying service with Alder, they're just buying a very expensive plastic box on the wall.
