ComplaintsforAlderwood Holdings, LLC

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 10/4/2021, I signed a contract for security alarm services to be provided by Alder Holdings. I paid $149.00 activation fee and agreed to pay $39 per month for said services. The salesman stated it was a do it yourself installation system but if I had difficulty, he would send someone out to install for an additional fee of $80.00. After the system arrived, I attempted to install it myself but could not get it to work. I am currently disabled from a brain trauma injury. I explained my situation to the salesman and he stated he would send someone out to install it for the $80 fee. I agreed and asked for a person to come and install the system. Weeks went by and no one ever came. I telephoned the salesman and he assured me he would send them out. I soon forgot about the matter but have been dutifully paying the $39 monthly charge since 10/4/2021 for no service. Recently, my financial advisor caught the recurring charge. I explained what had occurred. He claimed it was breach of contract for services never provided. I contacted the company on 3/21/24 and 3/22/24 in an attempt to cancel the account. They refused and stated I had a 5 year contract. I reminded them that I have been paying for no service for over 2 1/2 years. They did not care and refused further assistance. I changed my credit card so they could no longer charge it but they continue sending nasty notes of a past due amount. Currently I am behind 2 months. I would appreciate any assistance to resolve this issue. I am a disabled senior citizen and cannot continue to pay for a service they have failed to provide.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased the self-install security and monitoring from Alder in 2022. Originally, the cameras were wireless and constantly not working. In late 2023, an Alder salesperson contacted me about replacing my wireless cameras with wired ones. This seemed like a solution to the constantly nonworking cameras. When I asked about the cost, he stated the same that I was currently paying, $49.99 monthly. However, he didn't explain this was in addition to the current $49.99 that I was paying. I called to inquire about the double billing and learned it was two separate agreements. And I learned in order to cancel the monitoring service, I must pay 90% of the 5-year agreement. The original agreement is 17 pages and it was emailed to me for a signature while I was on the phone with the sales rep. It was impossible to read the fine print while on the phone, and it was apparent the sales rep did not want us to disconnect, so I could print and thoroughly read the agreement. Their sales tactics are deceiving and not customer-friendly. It is deception and greed. Thank you

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In March of 2022 I called Alder about my security system not working and I wanted to cancel the service. At that time I was not under contract and they agreed to upgrade my older system and install it at no charge to me if I entered into a new 5 year contract. I agreed because when it worked, it worked well. They sent a technician out and he agreed that my system was very old and needed to be upgraded. He ran the internet spend tests and determined that my internet was not strong enough to run the new system. He told me to contact my internet service provider and reschedule. I did, but the issue was the internet service provider. It has taken a year, but I was finally able to get a different carrier in my area. I called on February 15, 2023 to reschedule and they told me that i needed to speak with technical support to troubleshoot my system. I explained that there was no need to troubleshoot because the system had not worked properly in over 2 years. The representative refused to schedule a technician and accused me of being rude. I terminated the call and called back on February 17, 2023 only to run into the same issue. I made it very clear that I wanted to cancel the service and they stated that I had entered into a new contract. I explained that was impossible because I never received the new goods and or services. They stated I could not terminate the contract that I entered into in March of 2022 unless I 1. transferred the service to someone else or 2. buyout the contract. I explained that neither option was fair and did not make sense. I explained that I had been paying even when I was not under contract because I believed that they would make things right. I was wrong. I paid them $49.99 a month for over 2 years for nothing. Now they are threatening to sue me for breach of contract. Please advise.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called Alder first of June about my security panel which is saying it has security failure. They set me up an appointment for June 28th with a man to give me everything new if I elected for another 5 years contract and I gladly did. I like the system they installed initially 4 years before. The end of June came and nobody showed. No calls, nothing. Several calls to them and still nothing. My system is set up on 3G and now everything is set up on 5G. My wife had a monitor for falling and we don’t if she is covered. The phone number on the main monitor says to call them at ###-###-#### and it don’t get through to them. The monitor goes off loud saying security failure and it does that usually several times a day. All I ask is they honor their warranty or let me go to another company where I know I am covered. The monitor on back says it needs to be checked by a maintenance person every 3 years. It is over 4 years now and we haven’t seen any one. Again let me say I like the system they have but they don’t have anyone in Virginia to work on it. They say they will have to bring somebody out of state to repair it and couldn’t give me a time when they could please help!!

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchased a security service on a month-to-month basis with no contract in August of 2020. We were told the equipment would be maintained by Alder. We pay $65/month for four devices fire/carbon monoxide sensor alarm, a glass break sensor alarm, and two cameras. This also grants us live access to the cameras with two-way audio communication and a library of camera footage history. Since March of 2022, we have been without emergency services due to the change from 3G to 5G communication networking. In March, the company sent me a return shipping label and said that a new control panel would be sent to me and I needed to return the old panel. 10 days came and went with no new panel or contact. My husband called and complained in May, and they emailed us a document to sign. It was a 5 years contract for $6000+. We told them we did not want to continue the service with them due to out of date equipment and poor customer service. Once again they said they would send a new panel to us and have a technician schedule an appointment. The technician was scheduled for today, June 24th between 8am-Noon. No one showed up or called despite us putting a half day on hold for this update to happen. At 1:00 while our family was eating lunch, a service person called to tell me this was a non-emergency call, and wanted to know how was doing today. So, I told them exactly how I annoyed I was. Between March and June, we have set off the fire alarm twice with kitchen smoke, and no emergency personnel arrived. We have also experienced the alarm randomly going off for no reason. With the alarm blaring, we had to call for help to make it stop. Unplugging the control panel does not stop the loud alarm. The second time this happened was just this week, and my teenager was home alone. Multiple times a day, the control panel announces, “Panel communication failure.” No one contacted me despite a BBB complaint and "escalation to an agent". I would like a refund and end services.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  99$ and I try to cancel they keep the bill alder

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