Alder

Complaint: ***
I am rejecting this response because: I am fine with you coming to check the system but it needs to be around my schedule which usually leaves open Sunday evenings so if you can have a tech come out Sunday evening and look at the system I would be more than happy to have you come into my home and look at the systemYou should have notes on my account showing the fire alarm that called the fire department and was told that he was taking a showerI am no longer comfortable and confident that this alarm system will do what it was intended for when it sends out alarms every time we use the back showerI should not have to be required to use a specific shower in my own home because your system does not work properlyAlso with a system that sends out alarms how will I know if it's a real alarm if I am not at home? This is why I do not have confidence in your system anymoreThe best time to reach me at the phone number listed on my account is between 7:a.mand 8:a.mEST thank you
Sincerely,
*** ***

The complaint we received is a duplicate of the originalIs there additional information we should be made aware of?

August 10, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have spoken with MsDonze and are in the process of resolving this issue.Sincerely, Brandt N*** | Alder Compliance Manager

April 26, 2017RE: *** *** To the Revdex.com, We were informed on 3/that there were issues with the glassbreak which we resolved that dayOur representative called back on 3/to make sure everything was still working for Ms***Ms*** called on
4/ because the sensor was malfunctioning again and when she explained nobody could reach the sensor we scheduled a technician for 4/After Ms*** expressed her frustration with that date we moved her appointment up to 4/Ms*** ended the call as our representative was explaining some solutions she could try on her own. We appreciate Ms***’s feedback regarding our customer service and it did not fall on deaf ears as she supposedTo compensate her for the inconvenience she has experienced, we have given her two months of service at no chargeHowever, we are unable to cancel Ms***’s contract at this timeWhen Ms*** signed up with Alder we agreed to pay $to her previous provider to satisfy her balanceThat agreement was made with the understanding that she would honor the terms of our contract which still has an additional months.Sincerely, Brandt N*** | Alder Compliance Manager

June 3, RE: To the Revdex.com, We apologize that when the technician originally came to Ms***’s home he did not
have the upgraded panel with himWe have since attempted to upgrade this for Ms*** but she has refused Ms*** was charged $44.99, plus tax, as required by the state of Arkansas We would still like to upgrade Ms***’s panel and as a sign of good faith we would like to reduce her monthly rate to $If this is acceptable we will proceed with these arrangements Sincerely, Brandt N*** | Alder Compliance Manager

February 6, 2017RE: *** *** To the Revdex.com of Utah, Thank you for bringing this matter to our attentionWe attempted to reach Mr*** to discuss this matter but were unsuccessfulWe do have an
agreement signed by Mr*** and we also explained during a recorded phone call that we were not affiliated with *** in any wayIt is our understanding that Mr*** has been approached by his previous provider and possibly was offered a reduced rate to switch back to themWe would be happy to discuss our agreement with Mr*** if he isn’t content with the terms and we are willing to consider making adjustmentsHe may reach me directly at 385-218-Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because: The response does not address the statements made to secure the contract. Nor does it excuse asking a vulnerable adult on a fixed income to sign a contract without explaining that Alder gets 90% of the completed contract cost whenever it is terminated. As to the offering made, I have contacted Alder times and on my last two calls I was told, "the alarm cannot be silenced anytime and without entering the code." The pendant was not the cause of the alarm but rather a radio frequency from another source. Mrs *** refuses to wear the pendant and is terrified the alarm will sound again and like before she will have to sit for minutes until someone comes to turn it off. Why charge someone for something they are unable to use and have limited funds to pay for?
Sincerely,
*** ***

August 5, RE: *** *** To the Revdex.com, We are happy to dispatch a technician at no charge to resolve any issues the cameras may be having, and we will credit Mr***’s account one month of service at no charge as a sign of good faith, but we are unable to release him from the contract at this time Sincerely, Brandt N*** | Alder Compliance Manager

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
Sincerely,
*** ***

May 5, RE: *** *** To the Revdex.com, I have instructed the technician to contact Ms*** immediatelyI have also credited the
account with a month of free servicePlease have Ms*** contact me with any questionsSincerely, Brandt N*** | Alder Compliance Manager

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

October 16, 2017RE: *** *** To the Revdex.com, We have released Ms*** from the agreement as requestedA member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.Sincerely, Brandt N*** | Alder
Compliance Manager

May 18, RE: *** *** To the Revdex.com, Our sales representative made a special arrangement with Mr*** which allowed him to
cancel prior to the month term ending, however, this arrangement was not made for his mother’s accountIf Mr*** and his mother would like us to cancel his account and shift hers to him we are willing to do thatIn the meantime I have credited both accounts a month of service at no charge as Mr*** mentioned he was under the impression he wouldn’t be charged the first month Sincerely, Brandt N*** | Alder Compliance Manager

Tothe Revdex.com, Thank you for contacting us, In a response to Mr and Mrs*** alarm system our customer relations agent spoke with their daughter on4/20/about the system having issues, we offered to help them over the phone before
sending a technician out, they were not willing to work with us tofix the issue they were having, and they repeatedly demand for us to cancel the account. Unfortunately, at this time we are unable to cancel the account, but we would be more than happy to send a technician out with no charge to fix the equipment and do a full system checkPlease have client call in to get a technician scheduled to fix equipmentThank you

July 20, RE: *** *** To the Revdex.com, It is our understanding that one of our competitors removed our
system and put theirs in its placeWe are happy to dispatch a technician at no charge to reinstall our system and to check for any problemsWe are also willing to reduce Ms***’s monthly rate from $to $as a sign of good faithIf this is acceptable to Ms*** we will proceed accordingly Sincerely, Brandt N*** | Alder Compliance Manager

October 28, 2016RE: *** ***Dear Ms***, The letter has been sentIf anything further is needed please feel free to contact our office.Sincerely,Brandt N*** | Alder Compliance Manager

October 25, 2017RE: *** *** To the Revdex.com, We were able to work this out with Mr***Thank you for your assistance.Sincerely, Brandt N*** | Alder Compliance Manager

To the Revdex.com, Thank you for contacting usWe have released Mrs*** from her agreement with AlderPlease let us know if she has any questions

October 5, 2017RE: *** *** To the Revdex.com, Thank you for contacting usWe have cancelled Mr***’ account and we thank him for his service.Sincerely, Brandt N*** | Alder Compliance Manager

Complaint: ***
I am rejecting this response because:It wasn't just the missed service call. I could understand if I had at least gotten a call that he wasn't coming. But when I called your office you all didn't even know he hadn't shown up. I waited an entire week for that appointment. And during that week I had to leave my house unlocked. Where's the security in that? I explained to the people I talked to that I couldn't lock my house. I was told by two different people that I would receive a call to schedule another appointment. I waited a month for that call and it never came. I think you've had ample time to fix this. Do you really think I want to do business with you after all this? Would you want to do business with you if you were in my shoes???So I have purchased and installed new dead bolts to secure my house. I'm more secure now than I have been since I got signed up with you
Sincerely,
*** ***