Alder

February 12, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Ms [redacted] contacted us on 8/18/to tell us that the emergency responders took too long to respond when she fellUnfortunately emergency responders are not employed by Alder and are usually presided over by the city We understand Ms [redacted] ’s frustration and share in her concernsWe suggest she contact the proper authorities in her city so that they may address this problem with the proper agencies ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Ms [redacted] has also mentioned having financial concerns regarding the monthly paymentI have taken the liberty of reducing her rate from? $ [redacted] to $ [redacted] monthly Please let us know if there is anything else we can do Sincerely, Brandt N [redacted] | Alder Compliance Manager

December 7, 2017RE:? [redacted] ***? To the Revdex.com, Ms [redacted] signed up with Alder in May of and has made monthly payments since then, totalling one half of the $she is requestingAdditionally, our records show that Ms [redacted] was billed $once each month rather than twice, as suggested in her complaintMs [redacted] has used our services and equipment far longer than what she has paid for and we will not issue a refund at this time.Sincerely,? Brandt N [redacted] | Alder Compliance Manager

To The Revdex.com,? Thank you for bringing this to our attention, we have reviewed Ms [redacted] ’s account and she is having some issue with her equipment and her buyout with her previous company, we would like help by sending a technician to her home free of charge to take a look at the system and fix any of her equipment she may be having problems withAbout her previous company we would like to help her pay off the rest of the agreement she had with them, Ms [redacted] needs to send us a final bill and we will send out a check once we get that final bill? Additionally, Ms [redacted] has a past due balance of $I would like to go ahead and waive that balance for herPlease have Ms [redacted] let us know when we are able to schedule a technician? Sincerely,? ? ?

January 12, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Regarding the check to resolve Ms***’s agreement with Monitronics, we never received a final bill from her showing the amount dueWe discussed this with her on several occasions and are still waiting to receive itOne thing to note in her letter is that she states her agreement with them ended on 11/4/15, and if that’s the case she shouldn’t owe them anything but she states here that the amount owed is $If there is in fact a balance due please have Ms [redacted] send us a final bill from Monitronics and we will issue her a check ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? In response to the claim that Ms [redacted] has not seen or heard from one of our technicians: there was an appointment scheduled for 10/16/but our technician had to reschedule for personal reasonsThe technichian offered to come to her home the next day on his day off to fix the system but she refused and said she would be contacting a lawyer ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We would like to work with Ms [redacted] to make sure her needs are metIn addition to the free months of service she has already received we are willing to waive her past due balance of $ [redacted] and send a technician to her home free of charge to test the system and make sure everything is working properly Sincerely, Brandt N [redacted] | Alder Compliance Manager

To the Revdex.com, Thank you for contacting usIn regards to Ms [redacted] account, we have had a technician go out to fix the issue with Ms [redacted] ' system, and additionally credited her account two free months as a goodwillBecause her system is fully functioning we will not be releasing Ms [redacted] from her agreementWe want to help Ms [redacted] and make sure she is satisfied with her service with us, so please have Ms [redacted] contact us if there are any additional concerns she may have with her system Sincerely, Charlotte L.| Alder Compliance Specialist

June 21, ? RE:? ? ? ? ? ? ? ? ? [redacted] ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? The cancellation process outlined in the agreement states that the customer must send in the written notice of cancellation within business days to our corporate officeWe never received this from Ms [redacted] and we weren’t informed of her desire to cancel until days after the installationHowever, it is our desire that Ms [redacted] is happy with our agreement and we would like to offer to reduce her current rate of $to $as a gesture of good willIf this is acceptable we will proceed accordingly? ? Sincerely, ? Brandt N [redacted] | Alder Compliance Manager

June 12, Re: Larry [redacted] To Revdex.com, Thank you for bringing this matter to our attention Mr [redacted] is correct, he did go through the proper channels to cancel his account and it was cancelled immediately upon request The amount agreed to on the contract is $ [redacted] which is the amount taken out of his account There was also $taken for taxes as stated in the agreement dependent upon the state of residence The reason Mr ***’s refund isn’t immediately inserted into his account is due to the processing procedures of the bank and is something we do not have any influence over Respectfully, Brandt [redacted] Compliance Manager

Complaint: [redacted] I am rejecting this response because: [redacted] **< [redacted] >1:PM (minutes ago)tomeI wish to reopen the complaint as the company has not completed their end of the arrangementSincerely, [redacted]

? Complaint: [redacted] I am rejecting this response because: I spoke with an Alder representative yesterday, and they have agreed to close our account with no fees, along with refunding the months of service.? Our account is officially closed as of yesterday, April 24, 2018.? ? 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] ***

I'm still waiting on the company to cancel the serviceI have signed all paperwork that was needed 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] ***

August 22, RE: [redacted] To the Revdex.com, Our records indicate that the $fee has been refunded to Ms [redacted] I have also attached a copy of her contractWe are still unsure why she wasn’t able to receive our original email, please confirm the attachment has gone through Sincerely, Brandt N [redacted] | Alder Compliance Manager

September 2, ? RE:? ? ? ? ? ? ? ? ? [redacted] ? To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We apologize if there was a misunderstanding and as Mr [redacted] has stated the cost is more than he can afford we would like to offer to reduce his monthly rate from $to $However, if Mr [redacted] would still like to cancel we will honor his wishes? ? Sincerely, ? Brandt N [redacted] | Alder Compliance Manager

January 5, RE:? ? ? ? ? ? ? ? ? [redacted] To the Revdex.com, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We will release Ms [redacted] from her extended agreement and appreciate the opportunity we had to serve her Sincerely, Brandt N [redacted] | Alder Compliance Manager

To the Revdex.com, Thank you for contacting usThis is common for other companies or customers to switch providersHowever, Mrs [redacted] is still in a contract with Alder until 07/we are more than happy to release her from the agreement once we receive the payoff amount of $

November 8, 2017RE: [redacted] To the Revdex.com, We have addressed each of Ms [redacted] ’s concerns in the complaint that was filed and we believe we have been more than fairTo reiterate, we offered to move the system from one location to another at no cost to herThis is a time consuming process and the usual fee is $We also gave Ms [redacted] months of service at no charge, a value of $We are also not requiring her to renew her contractThis is the most we can do for Ms [redacted] at this time.Sincerely, Brandt N [redacted] | Alder Compliance Manager

August 4, 2017RE: [redacted] *** To the Revdex.com, Thank you for contacting usAttached is the portion of the survey where we explain that the contract has a term of monthsMs [redacted] was asked if she understood and her response is “yes.” Considering this recorded statement we are unable to cancel her contract, however, we are willing to work with Ms***She can reach me directly at 385-218-and I will be happy to discuss the terms with her.Sincerely, Brandt N [redacted] | Alder Compliance Manager

Alder's Vice President of Operations has been attempting to contact Ms [redacted] regarding this issue and has yet to hear back from herHe left his direct number for her.If Ms [redacted] wishes to contact the Manager of Customer Experience at 801-441-1658, she may do so as wellWe are working to resolve this issue both on our end and on Ms***'s but must hear back from her as wellWe look forward to working with her to resolve this issue

November 17, 2017RE:? [redacted] ? To the Revdex.com, We have honored Ms [redacted] ’s wishesA 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

Complaint: [redacted] I am rejecting this response because: They are already past their original business days. They are now saying that it's going to be another - days. They can do better than that Sincerely, [redacted] ***