2.25.22 – Jacksonville (KATV)
A woman called Seven On Your Side after she said she was being charged for a security system that wasn’t working.
Doris Nelson wasn’t necessarily in the market for a new security system she said, but one afternoon last May a salesman knocked on her door.
She said it worked great for the first month…then went downhill from there.
“They did me dirty I called and told them, I said ‘I’m not going to put up with this,’ I said I called Channel 7 – 7 On Your Side,” said Nelson.
Nelson added that barely two months after Alder Security installed her new system, she started having problems.
“The doorbell doesn’t work, the cameras are not working – ‘I said when y’all put them up they worked, but it didn’t last’ she said well ok, we are going to send somebody out. They never did send nobody out,” she said.
That was just one of multiple phone calls she made.
“It was about two months before they sent anybody out and the guy was from Louisiana and he told me, ‘Ms. Doris, I hate to tell you, but I can’t fix this product. He said they’re going to have to send somebody else out, I can’t fix it’,” Nelson explained.
Another month went by she said, and a tech showed up to her door.
“He came out, went through and checked the cameras – he said ‘I can’t get no signal, so my husband says, you can’t get no signal? We were getting signal when you put it in – so what’s the problem?’ so he told me to go down to Comcast and get everything upgraded. I did, still didn’t work,” she added.
March marks 10 months since nelson’s two cameras and doorbell camera were installed, after paying a monthly fee of $65 a month for equipment that didn’t work she finally had enough.
“I said you ain’t playing with no fool, I said you can’t fix the product – you done brought some stuff out here to us and we can’t use it. I said, now do whatever you got to do but you’re not getting no more money from me. I was paying them $65.69 a month,” she concluded.
Nelson finally contacted her bank last month and stopped the automatic payments.
A quick Google search shows the company, based out of Utah, has a 3.2 rating. Hundreds of reviews include complaints of malfunctioning equipment to extremely high contract cancelations to the tune of $2,000 or more.
7OYS contacted Alder Security and their spokesperson blamed it on Nelson’s internet speed.
“In reviewing Ms. Nelson’s account, Alder discovered that her security system was properly installed. However, it was later determined by an Alder technician that Ms. Nelson’s internet provider did not provide enough upload speed to permit the camera to consistently relay its images to her phone. Alder made several attempts to service Ms. Nelson’s alarm system but was unable to correct the issue due to an insufficient internet upload speed. Instead of increasing her upload internet speed, Ms. Nelson requested that Alder cancel her services. Alder has granted her request to her satisfaction.”
Nelson bought a set of cameras from Best Buy and said they’re working just fine.