Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  However, I have been trying for years to cancel my plan with Fluent and now you all. As you can see below, on May 26, 2025 I contacted your company to cancel and remove my information. This morning I have literally spoken with five people. One rep told me that she was in a monitoring department and one lady who was accounts payable, one Indian Guy (3 times) and **************************** ). Bel was by far the rudest, and even accused me of not emailing you when I said I did. As stated below, I have been paying for a monitoring that I have not used in 4.5 years. I have been paying $35.99 per month for 4.5 years for something that I dont use, is not even plugged up or has been monitored by you all. I live on a fix income and I have been trying to cancel this policy for years. On May 16, 2025 I called and was told that I need to send an email for the cancelation and refund. My information was deleted but nothing else was. Done.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  Hello,
  
  
  We acknowledge receipt of the above-mentioned complaint and appreciate the opportunity to respond.
  
  
  After reviewing the account, we can confirm that it has been cancelled on our end. Based on the description provided, it appears the customer has been in contact with API Alarm Inc. regarding this matter. We recommend that the customer follow up directly with API Alarm Inc. for further clarification regarding payment and account status.
  
  
  Please let us know if you require any additional information.
  
  
  Thank you,
  

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received a phone call on April 1st 2025 from API Alarm saying that I had an outstanding balance of about $800. No payment had been received since October of 2023. I was now being told I need to pay this balance in full. I was not aware that the payments were not going through as I was not contacted by Fluent / API until April 1, 2025.
  I had given permission to the lady on the phone to please update my billing information and to charge me the January, February, and March of 2025 bills that same day but that I had wanted to talk to someone about the previous 15 months of charges as I wanted to dispute that I needed to pay it all in full or it would be sent to collections.
  The lady on the phone said she would forward my file to the billing department. I have not heard from anyone. I have tried to reach to Fluent / API multiple times via email and phone call but have not been answered.

  Business Response

  Date: 05/12/2025

  May 12, 2025 

   

  Hello, 

  We are in receipt of the above mentioned complaint and appreciate the opportunity to respond. 

  After reviewing the complainants comments and account records we can confirm the account is owned serviced by API Alarm Inc. exclusively. therefore, we encourage the complainant to engage with API Alarm Inc. directly. 

   

  Thank you, 

   

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Fluent in Jan 2025 in regards to my panel no longer working I contacted them remained on the phone for 2 hours and finally they stated they will have a tech come and they proceed to take out the tech fee of $100. Today is March 27th and no tech, they reported to have to reach out to a 3rd party tech and could not refund my money no supervisor was available to speak to. The customer service is terrible. I want out of this contract and go with someone more reliable. I have not been able to secure my home and yet they continue to charge my monthly fee. I am requesting to cancel these services and waive any cancellation fees associated as I am not pleased with this service.

  Business Response

  Date: 04/22/2025

  Hello,

   

  We are in receipt of the abovementioned compliant and are happy to inform that this concern has been resolved directly with the complainant.

   

  Thank you,

  Fluent Home Compliance

   

   

  		***** **** Customer Experience Manager
  		*****************************************************************************************************************************************************************************************************************************************************************
  		************

  

  The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipients. This message may be an attorney-client communication, and as such is privileged and confidential. If the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibited. Please notify us immediately by reply e-mail or telephone and delete the original message and all attachments from your system. 

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom is 93 years old, and lives with her husband, who is 99 years old. She is Vietnamese and does not speak/understand English well. She has had ADT for years, In 11/2024 someone from Fluent came to her house and told her that ADT is no longer in service in her neighborhood and they need to switch her system to Fluent. The monthly charge is $29/moth but last month she saw the bank statement where fluent charge her $29/month and SmartHome charged $50/month for Equipment, the monthly total is $80/month which is a lot higher than the typical home alarm system where she paid only $37 month for ADT. She did not know she had to pay for equipment separately . We called Fluent to see if they could reduce the charge or cancel the service. They can't reduce the fee and they said the contract is 5 years and we have to pay the total amount in a few thousands if we want to cancel. My mom was scammed by Fluent sale man, My mom did not request Fluent to switch from ADT, the salesman come to her house and take advantage her is senior, minority and not understand English well and get her sign the contract. We think Fluent should allow my mom to cancel w/o paying full amount of equipment based on her specific situation, it's not her ******** name is *** Le, I help my mom to submit this complaint.

  Business Response

  Date: 04/17/2025

  Hello,

   

  We are in receipt of the abovementioned complaint and appreciate the opportunity to respond.

   

  After reviewing the complainants account and relevant details, we can confirm we have already resolved this matter directly with the complainant.

   

  Sincerely,

   

  Fluent Home Compliance

   

   

  		***** **** Customer Experience Manager
  		*****************************************************************************************************************************************************************************************************************************************************************
  		************

  

  The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipients. This message may be an attorney-client communication, and as such is privileged and confidential. If the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibited. Please notify us immediately by reply e-mail or telephone and delete the original message and all attachments from your system. 

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Fluent Homes Security in 2024, I received my equipment but I cannot access my account. I have tried to contact them and wait on hold for over an hour at a time. I then had a technician come to my house to fix the issue which it did not. They charged me $150 for the technician to come to my house. They couldn't find my contract and when they did it was unsigned by me. They have been taking over $400 a month out of my account and I had to cancel my account through my bank. When I told them that I didn't have a contact I wrote a cancellation letter to them in March 2025. They agreed to cancel and told me I had to pay the remainder of the contract in full from *********. I refused and They then threatened to take action and report it to the credit bureau. Legally nothing has been signed so I will send the equipment back to them as soon as this is dealt with.

  Business Response

  Date: 03/31/2025

  Hello, 

   

  This account has already been cancelled per the complainants request. API Alarm **** will invoice any remaining balance per the agreement within 30 days, if applicable.

   

  Sincerely, 
  Fluent Home Compliance

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23101128
  
  I am rejecting this response because:i have never agreed for this company to take out funds out of my account they didn't even have an account number for me or know that I was even a client of there's they have lied to me multiple times both company's and  for the last 8 months on my security app said that I had no my login information had no access to this account I got robbed and it didn't even do anything to help prevent theives from comming in my home therefore I'm not paying out anymore money to this company infact they o me the company fluent homes told me when I tried to cancel 2 months in having this equipment that I can't cancel because I'm on a contract and need to pay tell ******************************************************************* a contract  and then told me that I there was no contract but still had to pay no matter what this company is scamming people 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 2nd 2025 Had issue with co2 alarm giving off tamper alerts. Called tech support and person i got couldnt even do her job and she was s******* around with co2 alarms on computer and it started to go off resulting in fire department showing up and slapped with a $500 bill because fluent didnt even bother to call the fire company to tell them it was a false alarm til after they already got there. I was on phone with tech support for the most painful 30minutes ever had before the alarm started to go off trying to find out what is wrong with the alarm and never did end up figuring it out. They just removed the alarm from monitoring instead of trying to find out whats wrong. ************************ do investigation into the incident that showed fluent never even bothered to try notify fire company.

  Business Response

  Date: 04/17/2025

  Hello,

   

  We have received the abovementioned complaint and appreciate the opportunity to respond.

   

  After reviewing the provided comments and relevant account details, we can confirm that we have resolved this matter. As previously communicated to the complainant and per his findings with the **************** who has invoiced him the dispatch, the department was unable to verify that the dispatch was not needed after speaking with the complainant.

   

  In accordance with the complainants request, this account has been canceled. We consider this matter closed.

   

  Sincerely,

  Fluent Home Compliance

   

   

  		***** **** Customer Experience Manager
  		*****************************************************************************************************************************************************************************************************************************************************************
  		************

  

  The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipients. This message may be an attorney-client communication, and as such is privileged and confidential. If the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibited. Please notify us immediately by reply e-mail or telephone and delete the original message and all attachments from your system. 

   

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service obtained in 2010,has never been serviced,will not tell me when my contract is up.Been paying for equipment that has not worked well over a year.Technical support was sent to to check system, could not be fixed.Been paying for a broken unit,want out of the contract.

  Business Response

  Date: 03/21/2025

  Hello,
  
  
  Fluent Home is in receipt of the attached complaint and appreciates the opportunity to respond.
  
  
  Upon reviewing the account, we can confirm that we recently spoke with the complainant and advised them of their agreements end-of-term date. At that time, the complainant expressed their intent to continue service until the agreements completion.
  
  
  Additionally, as a goodwill gesture, we offered a complimentary technician visit to assess and resolve any service concerns. However, the complainant chose not to take advantage of this option.
  
  
  Should the complainant wish to cancel their agreement, they simply need to provide a formal notice of cancellation. Once received, the account will be closed, and any remaining balance under the agreement will be billed within 30 days directly by API Alarm Inc.
  
  
  Please let us know if any further clarification is required.
  
  
  Sincerely,
  Fluent Home Compliance

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024 Brock ********* of Fluent Home Security came to my home to discuss changing my home security account from *** to Fluent. I had purchased the *** account 18 months earlier from Brock. He told me *** was no longer going to service our area. Brock told me the monthly bill with Fluent was going to be $34.99. He told me he needed my checking account number to allow payments to be made to Fluent each month.
  
  When the payments were deducted from my account there was an amount of $34.99 and another payment of $51. 99 deducted. I called Brock and asked him to explain. He said he had been given bad information from Fluent and so the payment was going to be those two amounts for 60 months. I told him this is unacceptable and he misrepresented it to me in December. He said he might be able to get the $51.99 changed.
  
  I have called Brock several times to discuss this. He doesn't answer, and he doesn't return my calls from my messages. I am now receiving demand letters from *** for $769.19, due on receipt. I contacted Brock and he did answer and said to mail the bill to him and it would be taken care of. Fluent nor Brock have done nothing. Brock does not return my calls.
  
  I sent an email to Fluent. I received a response from Mr. ********* who told me to send the bill to him. I sent it as an email attachment the first part of February. I called *** today, February 24, 2025, and was told the bill is still not paid.
  
  I called Fluent and was put on hold for 40 minutes as someone named Ryan was going to connect me to someone in the main office. It never happened.
  
  Could you please help me, please advise me. I need something done about this. I don't have the money to pay the $769.19. I would like to get out of the contract with Fluent, seeing how dishonest they have been and their unwillingness to honestly address this issue I don't want an account with them.
  
  Thank you,
  
  ***** *******
  ************@comcast.net
  Phone: 801-***-****

  Business Response

  Date: 03/18/2025

  March 17^th, 2025

  Hello,

  We appreciate the opportunity to respond to Ms. ******** concerns regarding her transition from ADT to Fluent Home.

  After reviewing the matter, we can confirm that a check has been issued to Ms. ******* to cover her final bill from ADT. We regret any delay in the process, as final billing adjustments can take some time to be fully resolved.

  We are pleased to have Ms. ******* as part of the Fluent Home family and want to assure her that we are here to assist with any further concerns she may have. Should she need any additional support, we encourage her to reach out to our team directly.

  Sincerely,

  Fluent Home Compliance

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22983897
  
  I am rejecting this response because:

  I respect the business has addressed one of my concerns, saying they are sending me a check for $769.19 for the final ADT payment.  However, I have also requested the companies: Fluent and Smart Home, no longer do auto pay from my checking account.  I want to make the monthly payments myself to each company.   These two companies are difficult to communicate with; not returning phone calls  not answering incoming waiting calls. When they agree to this and change the payment record  that I access, so I can make my own payments myself, I will reconsider.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/26/2025

  Hello,
  
  
  We are unable to directly modify the complainants payment method or billing schedule with Smart Home. However, we have adjusted the invoice delivery for her account, ensuring that invoices will now be sent on the 1st of each month to the email address we have on file.
  
  
  She can conveniently make payments directly through the portal upon receiving the invoice. Please let us know if any further assistance is required.
  
  
  Best regards,
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company for about 4 yrs. When we signed up with them, they told us we would receive a statement every month. It went off and on with the statements we would have to call in sometimes asking why we never received a statement. I was told several times that they had billing issues, they switched billing companies. It leads us to the present were we never received a bill in months then when we receive one it is over $300 when our bill is normally $63. My husband and I refuse to pay due to someone else's mishap. I have emailed every day for the last twenty days with no resolution. I called in once was on hold for about an hour, then transferred multiple time. They have now disconnected my service I don't think it is right that not all people are tech savvy, we prefer to pay our bills through the mail, and because they didn't send a bill, or are having problems with their billing we should be penalized.

  Business Response

  Date: 03/13/2025

  Hello,

   

  We are in receipt of above-mentioned complaint and appreciate the opportunity to respond. Upon verifying the account details, we can confirm we have already resolved this matter directly with the complainant.

   

  Sincerely,

  Fluent Home Compliance

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********-********

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was signed up with another company on a contract ( Safe Home Security) as of August of 2021.They came in and signed me up with ************ when they knew i already had a contract. I have been paying for 2 **************** Since March 16/of 2022 when they had me sign another contract. And changed my system ( so neither system was working). I cancelled the contract with FLuent/ API in December 2024 .Everything was coming out on Auto pay so i never realized i was double paying until my Daughter came and helped me go thru y Bank accounts. **********************/API still continues to take money from my account until March/2025. They told me my contract isnt up until then. They keep sending me back n forth between FLuent and APIs contact ppl . I want al my money back. This is called TORT LAW I'm told and need to be refunded in Full.

  Business Response

  Date: 02/22/2025

  February 21st, 2024  
  
  Complaint ID: ********  ****, Pam 
  
  Hello, 
  We are in receipt of the above-mentioned complaint and appreciate the opportunity to respond. 
  After reviewing the account and relevant records we can confirm that the complainant voluntarily chose to switch their security provider and enter into an agreement with Fluent Home in March 2022. It is within their rights to change providers, and at the time of signing, they agreed to the terms outlined in the agreement. Our records indicate that the customer was fully aware of the agreement and authorized the installation of our system. 
  We understand the customers concerns regarding payments, and we regret any confusion regarding their prior agreement with another provider. However, Fluent Home is not responsible for any previous contractual obligations with third-party companies. Our team has been transparent in explaining the agreement terms, which indicate the service remains active until March 2027, as agreed upon. 
  Additionally, it appears the customer has been receiving guidance from their previous provider regarding this claim. While we respect the customers right to seek clarification, their previous providers involvement may have contributed to misunderstandings about our agreement. We remain committed to assisting the customer and clarifying any concerns they may have. 
  Should the complainant wish to cancel she will be required to satisfy all terms of the agreement.  
  
  Best regards,