Alder

A copy of the video in question has been sent to Ms***'s email address

Complaint: ***
I am rejecting this response because:
I HAVE NEVER gotten a REFUND of $50.87!!!!! I check my bank account quite often, in fact I'm really expecting this company to charge me AGAIN!!! I haven't used this company's service for the whole month of Aug, but yet I GOT CHARGED!!! I have told this ALDER alarm co to CANCEL my service as of July 17-but did they NO!!!!!
Sincerely,
*** ***

December 15, 2017RE: *** *** To the Revdex.com, Based on our records it appears that we have spent a significant amount of time trying to resolve this for Ms***The issue appears to have begun on 11/9/when Ms*** called us because she had just bought a new phone and was no longer able to connect with her doorbell cameraWe immediately tested the system and everything appeared to be working correctly. A technician was sent to her home shortly afterward to see if there was anything that could be done on our end, however, troubleshooting seemed to indicate that the issue was the result of a setting or limitation of bandwidth by her cell phone providerA week later a technician at our corporate office spent nearly hours on the phone with Ms*** trying to help her resolve the problem, which again, appears to be an issue with her cell phone service planAdditionally, we waived Ms***’s $past due balance and gave her two months of service at no charge as a courtesy. We feel we have been more than fair with Ms*** and if she would like, we can remove the doorbell camera from her system and reduce her monthly monitoring rate, however, we are not able to cancel her contract at this timeShe may contact me directly at 385-218-with any questions or concerns.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because: They told an out right lie in regards to the part that I dated the the agreementMe nor my husband dated the agreementThe sales manager dated the agreementThey're very deceptive in their practices in trying to keep you held in their contractThe Salem and put two different dates on this contractIt clearly says that contract was enter into on But when you go below its signed in Not to mention when I kept asking them about the contractThey kept giving me the run around about itTelling me I'm not privileged to that information over the phoneSo I asked them to mail this information to me if not over the phoneAnd this went on for several monthsI never got nothing in the mailThese are wolves in sheep clothesI wouldn't refer them to none of my friends and familyIt's been nothing but a head with this companyAnything that goes wrong with the systemYou have to paid for the service call before they would even come out to take a lookalarm services would charge it to your billOr charge maintenance fees just in case something was to happenThis company is not honestAnd their very deceptive in their practice in keeping you in their contractsI would tell anyoneBuyer bewareIf they come back to my neighbor againI'll call the policeAnd advise my neighborhood association to do the same.
Sincerely,
*** ***

March 30,
RE: *** ***
To the Revdex.com,
As Ms*** has mentioned the cost of the alarm
system may be more
than she can afford we are willing to reduce her monthly
rate from $*** to $***If this is an acceptable arrangement we will
proceed accordingly
Sincerely,
Brandt N*** | Alder
Compliance Manager

June 24, RE: *** *** To the Revdex.com, I have instructed our service department not to charge Ms*** for
moving her system to her new address and I have reduced her contract to monthsLet us know if there is anything else we can do for her Sincerely, Brandt N*** | Alder Compliance Manager

May 1, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe attempted to contact Ms*** but were unable to reach herWe left a voicemail explaining that we will honor her request to cancel the renewalPlease let us know if there is anything
more we can do for Ms***.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, only if Alder keeps their offer of $per month for the new contact which I am requesting that they notify Revdex.com and myself of the terms of how many months and they upgrade my panel at NO additional cost to me due to the overbilling, in which I feel I have already paid for the panel from my prospectiveI am also requesting they check my back door monitor again due to I have had both of my back patio doors shot out, the most recent one occurring on June 4th and the alarm did not go off with the local police station and nor was I notifiedIf Alder agrees to these terms, I shall acceptSincerely, *** ***

Our records show that the retrieval of the equipment has been scheduledOnce it is received a refund will be issued to Ms***

July 14, RE: *** *** To the Revdex.com, We spoke with Mr*** just before the installation of the alarm system
and asked if he understood that Alder was not affiliated with his previous provider and that he was signing up for new services through a new companyOnly after Mr*** stated that he understood did we proceed with the installationWe have attached that portion of the phone call for your review If Mr*** is still being billed by his previous company please have him provide us with a final bill and we will be happy to assist him in paying the balance Sincerely, Brandt N*** | Alder Compliance Manager

January 17, 2018RE: *** *** To the Revdex.com, Thank you for contacting usMs*** made her monthly payment once in July of and again in AugustTo date we have not received any additional payments for the services and equipment being utilized by Ms***Ms
*** had a past due balance of $which was recently waivedOur systems show that Ms***’s system is working properly, however, we are happy to send a technician to her home once she pays the $technician fee or when she begins making her monthly paymentsThank you for your assistance with this matter.Sincerely, Brandt N*** | Alder Compliance Manager

Tothe Revdex.com, Thank you for contacting us, During our research for Ms*** account regarding the contract that was left in the blue book the rep left the agreement was for reference only the agreement she signed was electronic and was Idaho specific, at the time the
representative was at Ms*** home we require a welcome survey that contains the terms and conditions of the agreement and Ms*** confirms that she understood each item in the contractHowever, we have already mailed out a check to pay off the remainder of the agreement with MONI on 2/21/Ms*** has requested that we refund funds back into her account for being double billed by MONI we will refund the $via automatic checking account that we have on file.

December 27, 2017RE: *** *** To the Revdex.com, Thank you for contacting usTo compensate Mr*** for the equipment issues he has experienced we have reduced his monthly rate from $to $and given him months of service at no chargeThank you for your
assistance with this matter. Sincerely, Brandt N*** | Alder Compliance Manager

August 25, RE: *** *** To the Revdex.com, The system was installed July 7th and the Notice of Cancellation was received July 12thAlso, it was written clearly on the agreement that the document must be received by the 11thWe would appreciate the opportunity to have a technician look at the problem and if it is unable to be fixed we will reconsider releasing Mr*** from the agreement Sincerely, Brandt N*** | Alder Compliance Manager

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

To the Revdex.com,Thank you for contacting usAfter reviewing the account for Ms*** we have decided to cancel her account with no penaltiesWe will first need to have the equipment sent back to us in order to cancel her account, I will be stopping the monitoring of her system and
will have a return label sent out for Ms***, she just needs to have the equipment placed in a box and send it back to usOnce we receive that equipment back I will have a letter sent out to confirm the cancellationIn the meantime, in order to stop the calls to Ms***, I will be waiving her past due balancePlease have Ms*** contact us if she has any questions. Sincerely,Charlotte L.| Alder Compliance Specialist

October 4, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe would appreciate the opportunity to get a technician out to Ms*** home so that we can make sure everything is working properly and her home is secureWe attempted to reach her to
set up an appointment but were unable to reach herPlease have her contact us so we can arrange thisAlso, due to the inconvenience she has experienced, we would like to offer to reduce her monthly rate from $to $and give her the months of October through December at no chargeIf this is an acceptable arrangement we will proceed to put these measures in place.Sincerely, Brandt N*** | Alder Compliance Manager

July 11, 2018RE: *** ***Account Number: ***To the Revdex.com, Thank you for contacting usWe would like to keep Ms*** as a customer and we will likely be able to pay her remaining balance with Vivint if we receive her final bill, which they should provide upon
request from herAs a gesture of goodwill we have waived Ms*** past due balance of $We will wait to hear Ms*** desired course of action before proceeding. Sincerely, SomalyY | Compliance Supervisor

To the Revdex.com, Thank you for contacting us Reviewing this account in Sept is when Mrs*** called about the issue with the system we have attempted to troubleshoot with her but Mrs*** requested for a technician to come out, we tried to get Mrs*** over
to scheduling but during the transfer the line hung up, no calls since then in March is when we received a call from Mr*** and he was able to speak with our scheduling dept but it looks like we did not have a technician available at that timeWe apologize for the inconvenience of not being able to get a technician out at a timely manner, we are hoping that Mr*** would give us a chance to come and fix any equipment that is having issues and if a sensor is needing any replacements we are more than happy to get it replaced as wellAdditionally We agreed to refund the months Mr*** has requestedPlease have Mror Mrs*** contact us if they have any further questions