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:08/18/2023

  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.

  I acquired services with Fluent in 2018 in a home I owned. In 2020 I sold my home and no longer needed services. Due to my 60 month contract I was obligated to complete the initial contract term. As of today, august 18, I called to speak with a resolutions representative and was told that because I was 5 days late in the 30 day window for canceling my contract (I do not want to renew), that my account has automatically renewing for a minimum of 36 months. My original contract is still active and does not end until Sept. 13th. I am told I have no choice but to renew the fluent home security services, services I am not utilizing for a residence I no longer reside in. I no longer want any services through Fluent and feel trapped into another 36 months before my original contract is even up. The representative I spoke to would not escalate my call so I could speak with anyone who might be able to give me options other than to renew my services. The help center chat is unable to direct me to any representative to resolve this issue.
  I called the customer service line on aug 15th and 16th and after being on the line with no answer I ended the call. I am very displeased with how extremely difficult it has been to cancel the contract I’m in.

  Business Response

  Date: 09/07/2023

  Complaint ID#: ********
  
  
  
  Hello,
  
  My name is Susan C*** and I am a Compliance Officer for Fluent Home. I
  am in receipt of the attached complaint, and thank your organization for the
  opportunity to respond.
  
  The complainant
  states, she acquired services with Fluent in 2018, and in 2020 sold her home,
  no longer needing their services, and due to her 60 month contract, she was
  obligated to complete the initial contract term. She also states, that on August
  18, 2023, she called and spoke with a resolutions representative and informed
  her, that because she was 5 days late, her agreement automatically renewed for
  another 36 months. The complainant wishes to terminate her alarm monitoring
  agreement, with no penalty.
  
  Section 2.4 of her
  agreement states, that the agreement “…will automatically renew for the lesser
  of 36 months or the maximum renewal period allowed by state law unless
  cancelled by either of us in writing no later than thirty (30) days before the
  end of the original term, or any renewal term. This writing shall be required
  to be sent by FAX and/or Certified Mail.”  To date, there is no Notice of Cancellation on
  file.
  
  Our records
  indicate, that on August 18, 2023, the customer contacted our office, wanting
  to know what was required to cancel. We advised the customer of the contract
  auto-renewing.
  
  To cancel your
  monitoring agreement, please provide the following on your Notice of
  Cancellation: Date; First and Last Name; Account Number; Site Address of the
  account; Statement of Cancellation   Signature, and submit to, Fluent Home, via:
  email:  **********************;  by FAX: ###-###-####, or by certified mail
  to: Fluent Home, *** ** ***** *** ***** *****, Draper, UT 84020.
  
  We apologize for
  any inconvenience this customer may have experienced when terminating their account,
  however, as stated above, the renewal term is valid and enforceable.
  
  As a one time courtesy
  gesture, and in a good faith effort to resolve this matter, once we received
  the customer’s signed Notice of Cancellation, Fluent Home can confirm that the
  complainant’s monitoring agreement will in fact be terminated. As stated above,
  30 days is required to cancel, and the complainant will be responsible for
  October 2023’s payment.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:08/11/2023

  Type:Order 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.

  On June 22, 2023 I signed up for service and equipment was installed. Account # ******. I called to cancel service on June 23, 2023 and the sales rep called and said he would lower the contract time to 36 months. We did not get a revision of the contract and again asked for service to be canceled around July 10, 2023. They didnt respond to schedule the removal for weeks. I kept calling and finally was able to get the equipment out of my home on August 7, 2023. At this point they have not stopped the service nor informed the company that financed the equipment of cancelation of service. I should not be responsible for any amount of money the are trying to charge because these delays are not my fault and solely on Fluent for these delays.The lack of communication and run around from Fluent is unacceptable and I do not appreciate the run around and delays.

  Business Response

  Date: 08/29/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. Our records indicate that we received their Notice of Cancellation July 14, 2023, within his 30 day Right of Recession.
  
  After reviewing the customers file, I see that the system was pulled on August 7, 2023. Our office will notify Fortiva Retail Credit to cancel the customers loan.
  
  Fluent Home can confirm, that the complainants monitoring agreement has in fact been terminated, however the customer was billed for **** and July of 2023, and will be refunded in the amount of $54.02, to the method of payment listed on filed.Please allow **** business days for the refund to appear. There is no further action the complainant needs to take at this time. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 08/30/2023

   
  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:08/11/2023

  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.

  Fluent was supposed to remove and install security equipment on 3/28/23 from 11:00-1400 hours, I have a saved message from the installer 2 weeks prior, they where a no call no show for the entire day. They emailed/called 2 weeks later to install equipment, I had already moved 4/1/23 and have new security system in place. Now Fluent wants to charge me for the remainder of my contract. I work for the ***** of ******** Security 15 years of service and it is imperative that I have a security system for ******************************************** email address posted does not work, comes back as undeliverable? I have also have spent hours waiting for them on the phone, with no success.Fluent has stated on the phone that they will hold me financially responsible for the remainder of the contract and arent claiming any responsibility for not removing and installing security equipment.I just received an email from their collections **** for $44.95. I just got off the phone, after over a hour waiting for them to tell me theres nothing they can do for me?

  Business Response

  Date: 08/30/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, Fluent was to remove and install security equipment on March 28, 2023,and the installer was a no show, and claims the company called 2 weeks later to install the equipment. He further states, he had already moved April 1, 2023,and had a new security system, and now Fluent wants to hold him financially responsible for the remainder of the contract. The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and according to our records on March 6, 2023, when our office spoke with the customer, he stated he was moving and wanted to cancel. When our representative informed him of his end of contract term, he thought that because he did not own the home, and renting, that he was not responsible. Our representative explained that he signed a contract, therefore he is responsible.
  
  On March 14, 2023,our office spoke with the customer regarding the transferring of his system to his new location. A system pull and installation was scheduled for March 28,2023.
  
  On March 30, 2023,the customer requested to cancel, as his system was to be moved, but the technician did not show. We offered the customer three (3) months of free monitoring, which he accepted, and his account credited $134.97.
  
  On April 12, 2023,we offered the customer a technician appointment for April 18, 2023, and he stated he was unavailable, returning June 5, 2023. We noted his account to contact him in June, when he returned.
  
  On May 16, 2023,the customer stated he went with another security company, and did not want to reschedule.
  
  In August 2023, we advised the customer that he is still in contract, and is responsible for the remaining months. He stated not to call, and hung up.
  
  At this juncture,Fluent Home is holding the complainant to the agreement for which he signed. Should the complainant still wish to cancel, he would need to send in a Notice of Cancellation and pay eighty percent (80%) of the remaining balance left on his agreement,approximately $431.90.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:08/08/2023

  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.

  When I was selling my Washingtonb home in 2020, I called fluent and paid off the contract in full. Then, as requested, I sent them a certified letter telling them I didn't want it to auto renew again. They never acknowledged the letter and I no longer have access to the digital proof of delivery. In 2022, they began sending me bills and threatening me with collection. I called the company and was told it was a computer error and they would take care of it on their end. Now, it's 2023 and I'm receiving bills again. I contacted the company on June 9, was told to send them a scan of a handwritten letter. I did. They told me it would take 30 days to complete this. I was called and told I owed a little over $200 and once it was paid they would cancel as requested. I asked for something in writing and have not received anything and I'm being billed again. I've tried numerous times to get in contact with the department that handles this, but instead I get a receptionist who, on August 1, said she was "escalating it". I have the email thread starting June 9th. I don't want to send them any more money until I receive an invoice showing what I owe and why, in addition to a written statement that they have received my request to not renew and will honor it. I sold the house in June 2020.

  Business Response

  Date: 08/29/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, when she was selling her home in 2020, she called Fluent and paid off the contract in full, and sent a certified letter telling Fluent she did not want to auto-renew again, She also states, that the company never acknowledged the letter, and in 2022, they began sending her bills and threatening her with collections, and now its 2023, and she is receiving bills again. She claims when she contacted the company on June 9, 2023, she was told to send in a handwritten letter, which she did, and was also informed it would take 30 days to complete this. She further states, she was called and told she owed a little over $200, that once it was paid the company would cancel as requested. She claims she then asked for something in writing, and has not received anything. The complainant is wanting to be contacted by the business.
  
  We have read the complainants comments, and find discrepancies to her claim. According to our records, on July 18, 2012, the customer signed a 60 month agreement, expiring July 18, 2017. On July 18, 2017, she signed a new 36 month agreement, expiring July 18, 2020, and on July 18, 2023, the agreement, according to section 2.4 of her agreement, auto-renewed for an additional 36 months, ending July 18, 2023.
  
  On March 22, 2021,our office received an email from the customer, stating, I will send a certified letter, instructing you not to renew this contract. I am moving and wish to pay off the balance and leave the service, prepaid, available to the new homeowner. Please provided instructions on how to make this happen. 
  
  On April 27, 2021,the customer paid in full, the balance of her contract. Our office did not receive a certified letter from the customer.
  
  In an email dated June 9, 2023, the customer states she closed her account in April 2021, paying off the balance and sending a certified letter to our office. She further states, when she phone our office, she was told it was a computer error, which was corrected while on the phone.
  
  After further review of the customers file, there is no record of a communication with the customer,  regarding a computer error.
  
  On June 14, 2023,our office received the customers signed, written Notice of Cancellation.
  
  Fluent Home can confirm, the complainants monitoring agreement has in fact been terminated. There are no further monies owed and no further monies due, and no further action the complainant needs to take at this time. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 08/29/2023

   
  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:08/02/2023

  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.

  My account is near its end (August 14) and I attempted to notify FLUENT by phone, ( as I had been told), I no longer wanted their services. I was informed it was necessary to send Written notice a month prior to canceling and it was too late and I am automatically contracted to continue with the company.I no longer need their services and want the account closed.

  Business Response

  Date: 08/28/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, he account is near end, August 14th, and attempted to notify Fluent by phone, that she no longer wanted their services, and informed it was necessary to send written notice a month prior to cancelling, and it was too late and was automatically contracted to continue with the company. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and on August 14, 2018, she signed a 60 month agreement, ending August 14, 2023, and on August 14, 2023, the agreement auto-renewed for an additional 36 months, ending August 14, ****.
  
  According to our records,in April 2023, the customer contacted our office, requesting to cancel. She was advised of her contract end of term date, a Notice of Cancellation, and the 36 month auto-renewal. Later in the afternoon, she called back, stating she wanted to cancel services uninstalled the panel, and is going with another company. Again,she was advised of the contract end date, and decided to keep until the contract end. When our representative offer to upgrade the system, she refused.
  
  In July 2023, the customer contacted our office, asking for the address to send her Notice of Cancellation, of which she was previously advised.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the lesser of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. This writing shall be required to be sent by FAX and/or by Certified Mail.
  
  The customers written, signed Notice of Cancellation was postmarked July 25, 2023, and received after the agreement auto-renewed.
  
  We apologize for any inconvenience this customer may have experienced when terminating her account,however, as stated above, the renewal term is valid and enforceable.
  
  According to the Monitoring Stations records, the customers system is communicating, with the last monthly signal test, testing on August 27, 2023.
  
  At this juncture,the Complainant is responsible for the remaining balance of the agreement. If she wishes to cancel, she would be required to pay 80% of the remaining balance.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:07/27/2023

  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.

  This service is horrible. It never worked, and every time they come and fix it it is worse off than before within days. I literally have just been waiting for the agreement to end. Have been attempting to reach them to cancel my agreement. No one is responding or returning my calls. Ive spent hours on hold. I see there is an auto renew that they tend to do and I believe they are avoiding speaking to me in order to have this auto renew kick in and I be forced to continue to work with them.

  Business Response

  Date: 08/08/2023

  Complaint ID#: ********
  

  
  Hello,
  
  My name is ******************* and I am the Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, their system never worked and every time they came and fixed it it was worse than before, and is just waiting for the agreement to end. He claims they have been attempting to reach the company, to cancel their agreement, and no one is responding or returning their calls, and sees there is an auto-renew that the company tends to do, and believes they are avoiding speaking to him in order to have this auto-renew kick in. The complainant is wanting to be contacted by the company.
  
  After reviewing the customers file, we see that on August 5, 2019, they signed a 60 month agreement ending August 5, ****. The agreement is not eligible for cancellation without penalty, and a Notice of Cancellation, as stated in section 2.4 of their agreement.
  
  According to our records, on June 4, 2020, the customer contacted our office, requesting to cancel,, as they were taken over by a competitor. When we advised the customer of the contract end date, he wanted to know the buyout of contract.  
  
  On June 17, 2020, the customer contacted our office, informing us that they had switched over to another company, and that company was uninstalling their equipment today, and would like Fluent to reinstall their equipment, with some upgrades. We offered a glassbreak sensor and door/window sensor, at no cost, and charged for the doorlock. And on July 17, 2020, we reinstalled the panel, the upgraded equipment,then tested and sent signals.
  
  On July 29, 2020,the technician troubleshot both doorlocks. The basement doorlock was working and the garage doorlock had a malfunction with the app and needed to be replaced.On August 10, 2020, the technician installed the garage door deadbolt lock, added new door/window sensors and a full system test performed. The customers stated they were happy and satisfied with service.
  
  Most recently on November 21, 2021, the panel was updated with the latest firmware, dual path communication enabled, all batteries were swapped on Fluent equipment,thermostat replaced and a full system check performed with all zones, panics,with all two way coming in successfully. Customer satisfied with service provided.
  
  Our office next heard from the customer February 27, 2023, when they called to cancel, inquiring of their end of term date. We advised August 5, ****, and stated they would continue.
  
  Regarding the auto-renewal of their agreement, according to Georgias Law on Automatic Renewal Provisions in Service Contracts, the auto-renewal will not be enforced, and the customer would continue month to month.
  
  At this juncture, the complainants system is working properly, running periodic test signals monthly. Fluent Home is holding the complainant responsible to the agreement for which they signed. Should the complainant wish to terminate their service, the complainant would be required to pay eighty percent (80%) of the remaining balance left, on the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20383934
  
  I am rejecting this response because:

  The day I sent this message, we were able to connect with customer service.

  After waiting HOURS to speak to a rep, the rep informed us that our contract ends Aug ****. My wife asked for 2 minutes to discuss with me the best course of action and the rep said no and hung up on my wife.

  HORRIBLE customer service and this call is not reflected in the businesss response, likely on purpose since it was such a disgusting display of customer service.
  

  This company, when they have come out, has not given us anything as their response suggested, we have paid additional costs for all motion sensors, glass breaks or locks.

  To say that our system is working fine is not true. Our garage sensor is not working, our doorbell is not connected to the the system and doesnt work. Our locks are poorly installed and functioning inconsistently. Weve been locked out of the doors that have numeric keypads on multiple occasions.

  We had a technician come out after initial installation to troubleshoot and the equipment seemingly got worse.

  As I mentioned in my original message. This company has horrible customer service and we have frankly gotten tired of spending our valuable time trying to get them to get it right.

  At this time I would ask that they allow us to exit our contract. Theyre more than welcome to come get all this garbage equipment to offset whatever is left on the contract even though weve likely paid for it.

  I am not EVER going to call customer service again after the last representative totally disregarded our time and effort.

  I will only communicate through BBB until this is resolved.

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

  Business Response

  Date: 08/14/2023

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding.  Your feedback is greatly valued.  As an organization, we pride ourselves in providing superior customer service to our valued customers, and apologize for the inconvenience this customer may have experienced.
  
  As previously stated, the customers alarm monitoring expires August 5, ****, and the agreement is not eligible for cancellation without penalty, and a Notice of Cancellation,as stated in section 2.4 of their agreement.
  
  As stated in Section 2.4 of their agreement, Premature termination of your agreement: In the event that you elect to terminate your agreement prior to the expiration date of the initial term of your agreement, you understand, acknowledge and agree to the following: . . .you will be required to pay eighty percent (80%) of the remaining balance.
  
  At this juncture, Fluent Home is prepared to dispatch a technician, at no cost, to do a full system check and replace any faulty devices. Alternatively, should the Complainants still wish to pursue the termination of their agreement, they would be required to send in a written Notice of Cancellation, and to pay eighty percent (80%) of the remaining balance, left on the agreement, approximately $710.30.
  
  Thank you 

  Customer Answer

  Date: 08/22/2023

   
  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.
  
  Please send the technician to replace faulty equipment and ensure system is working properly. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2023

  Complaint ID#: ********
  
  
  Hello,
  
  We have read the complainants comments, and according to our records, the customer will be contacted shortly, either from our local vendor or from our office, to schedule their service appointment, for a full system check, and replacing any faulty devices.
  
  We thank the customer for their patience, as we work to schedule their service appointment.
  
  Thank you

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20383934
  
  I am rejecting this response because:

  In an attempt to resolve this matter, Fluent reached out to schedule a technician to come assess our system. After a scheduling error where we scheduled the technician to show up on Friday and they showed up on Wednesday, the technician (third party) determined that in fact, our system was poorly installed and the units were not functional or communicating properly. They said they would submit an order to Fluent with what they recommend for resolution and that we would hear from Fluent "by the end of the day or tomorrow" to schedule repair.

  It is almost a week later and we have not received any further correspondence.

  This is another excellent example of why we gave up trying to get Fluent to figure their system out. It takes an exorbitant amount of our time and issues are never actually resolved. Just a band aid to carry us to the next failure.

  I hope I have done a good job of framing how unacceptable it is that we have been trying to get this issue resolved (just even in this instance) for weeks with no progress. We have spent about 15 hours of our time trying to resolve this with Fluent and, as the technician verified, have been charged month after month for a non-functional service. 

  I need actual resolution. I believe at this point, a reimbursement is also in order.

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

  Business Response

  Date: 09/18/2023

  Complaint ID#: ********
  
  
  Hello,
  
  According to our records, a technician attend the customers home on September 5, 2023, and according to the technicians notes, there were multiple zone faults and errors. Equipment recommendations were provided, of what was needed to keep them as customers, which included their seven (7) existing sensors. There were no notes of faulty equipment or replaced equipment.  
  
  Regarding the customers seven (7) existing sensors. Our office worked with the customer, on options available to him, to which he refused all offers.
  
  Thank you 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20383934
  
  I am rejecting this response because:
  
  The only option given to us was to purchase additional equipment. 

  I would like to receive a copy of the technicians recommendation, because Im our walkthrough he definitely pointed out faulty and poorly installed equipment. 
  
  Fluent has failed us on many levels and is a poor example of a valid security company. I have felt no peace having this system in our home. Rather, the opposite. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/25/2023

  Complaint ID#: ********
  
  
  Hello,
  
  As previously offered, Fluent Home is prepared to dispatch a technician, at no cost, to do a full system check and replace any faulty devices.  
  
  Regarding the customers seven (7) existing sensors, and equipment discussed at the last technician visit, one of our representatives will reach out to the customer,with options available to him at this time.
  
  Thank you
  

• Initial Complaint

  Date:07/26/2023

  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.

  A few months back spoke with a Fluent rep who stated that the reason why I was have glitches with my system and period where they were NOT able monitor my system was because my system did not have the updated 5G component. The rep. stated that I would need to receive this update and this would sign me up for additional 5 yr. contract. I stated that I was not completely happy with the service so I did not want to be locked into a contract. What else could be done. He stated they would send me out the 5G component and that I should call them once it arrives and they would program it. I obliged. Since then I have called them multiple times about my front not locking, my system not disalarming via the app and my back and front door stating my battery was low. I spoke with a supervisor who stated they were sending a tech out. The date was this past Saturday (07.22.23) the appointment window was 9am-11am. At 12:15p.m. I called Fluent spoke with an agent she placed me on hold to see what happened with the technician. Some how she clicked me in with the tech and her line disconnected. Tech (named ****) stated that he had been trying to contact Fluent (he thought he was speaking to the rep with Fluent) as he droved down from ******* and no one answering. Once he realized he was talking to me the customer he stated that he had no way to contact me because the Fluent system was not working. I called Fluent from my home phone spoke with ******** while speaking to ******** the tech tells me he is NOW 1 hour and 30 minutes from my home and the next time he would be able to come down is in 3 weeks. I told ******** this is unacceptable as I have already waited 2 weeks for a technician. I asked for a supervisor, ****** joined the call and stated that I would have to wait 3 weeks or I could troubleshoot. I requested my service be cancelled. This was suppose to happen Monday 07.24.23. Today is 07.26.23 it is still not cancelled and the alarm is still beeping.

  Business Response

  Date: 08/22/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  We have read the complainants comments, and apologize for any inconvenience this customer may have experienced. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  After reviewing the complainants account, we see that the customers agreement expired March 22, 2022, auto-renewing month to month, thereafter.
  
  To cancel your monitoring agreement, please include the following on your written Notice of Cancellation: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation; Signature, and submit to, Fluent Home, via: email:  ******************************;  by FAX: ************, or by Certified Mail to:  Fluent Home, 138 *********************************************************.
  
  Once we received the customers signed Notice of Cancellation, Fluent Home can confirm that the complainants monitoring agreement will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20378764
  
  I am rejecting this response because:

  Hi there *******************,

  
  

  I received a message from BBB with your information.  Let me first state that I have been with Fluent for some time and REALLY tried to work with you guys especially during the time when Covid-19 was causing the world a problem.  Your customer service has been horrible for at least 3 years or more. Your representative are NOT knowledgeable about your products and your response time to alarm issues were not the best.  When i set up this service, you guys stated that you needed a cell phone which you have however I can count the number of times I have EVER been contacted on that number on one hand after my repeated attempts of asking your representatives to remove my home phone from the account.  I have spoken to at least three representatives within a months time asking them all to cancel my service with you guys and this has NOT HAPPEN AS OF YET! HOWEVER, there was always an opportunity for your representative to ask for MORE money or ASK me to purchase new equipment and sign another 5 year contract however NEVER fully correct the issue.  I have been listening to a low battery malfunction issue for almost 3 months now and I have been testing my system and your response.  There has been NONE!  As I stated in my original request I wanted my alarm services cancelled as of June 2023 and I would like to be refunded for *** of 2023.  I also requested that you all NOT charge me as I told your representative to cancel my services in July 2023 and I was in fact charged when the services are NOT currently working hence the reason for the technician (who NEVER came) due to an error on your end.  Below you will find my information and as you can see this is also the billing email.  Please cancel effective immediately and refund for me 4 months (because you guys decided to charge me this month). 

  
  

  Notice of Cancellation: 

  Date;  Immediately this is my 4th request (2 by phone with your representatives and 2 in writing)

  First and Last Name; ******* *********************************

  Phone Number Associated with the Account:  504.206.8654/504.391.0962 I'm not sure what the account number is however you should be able to locate it with information provided. 

  Site Address of the account: ***************************************************************

  Statement of Cancellation: Above is just some of the reasons I am choosing NOT to continue my services with Fluent Alarm.

  
  

  Feedback/Suggestion: When a customer states they want to cancel, you guys should have a LEAST one person crossed-trained to take care of the cancellation. Even if that person just collects all the pertinent information and the cancellation department actually completes the cancellation. 

  Next, you guys need to hire more technicians, there is no reason why a technician should have to travel almost 6 hours one-way and a customer should have to wait almost one month for their alarm system to be service.

  
  

  Hopefully you all get your affairs in order! Once, my requests of my refund for 4 months and the cancellation of my service is complete, please contact me in writing to let me know. 

  
  

  Many thanks, 

  KaTrina 

  
  

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

  Business Response

  Date: 09/05/2023

  Complaint ID#: ********
  
  
  Hello,
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced. To protect the customer, verbal cancellations are not accepted. On August 24, 2023, our office received the customers written, Notice of Cancellation. 
  
  Fluent Home can confirm, the complainants monitoring agreement has in fact been terminated. There is no further monies owed and no further monies due. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20378764
  
  I am rejecting this response because:  I have requested that my services be terminated as of June of 2023.  You guys have charged me for ***** July and August of 2023. The resolution team was suppose to call me.  I requested that I receive something in writing from Fluent.  The resolution team NEVER called or followed ** in writing.  As of today, their alarm system is still beeping low battery.  They have NOT monitored my system as I have done test over the alarm and there has no call or ANYTHING.  I am requesting a refund for **** ***** July and August.  As the problem started in May and I had to wait until June for a technician to come out to my home (this never HAPPENED) The Total refund $235.96.  While you have cancelled my service, the headache of this noise has NOT been corrected.  I am requesting my total refund as well as cancelled service as of the original date I requested my services to be cancelled.  I am also sending a video to the email address with information included.

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

  Business Response

  Date: 09/11/2023

  Complaint ID#: ******** - *****************************
  
  
  Hello,
  
  Thank you for responding. The complainant states, she requested her services to be terminated as of June 2023, and would like to be refunded, in the amount of $235.96
  
  After further review of the complainants file, we see that the system is communicating, running periodic signal tests monthly, with the last test performed August 19, 2023.
  
  On May 16, 2023, prior to sending a technician, the customer refused to speak with our tech support team, to discuss her issues.
  
  On July 12, 2023, the customer contacted our office, as she was having an issue with her doorlock. She was not at home at the time, and requested to speak to a supervisor regarding this issue. We explained that the reason for us to troubleshoot, with her at home, was for us to determine the root of the doorlock issue and the low battery alert she is getting, but was not understanding, or willing to work with us.
  
  On July 22, 2023, a technician was scheduled to attend the home, due to his app not working, the technician was not notified of the appointment, and did not show. Our office contacted the customer, who stated she either wanted a tech out today, or cancel her services.
  
  In August 2023, we notified the customer a ticket was created, for a technician to attend the home, at no cost, to do a full system check, replacing all faulty devices. The customer refused, stating she wanted the account cancelled as of July, refusing to speak with the ********************** to complete the cancellation.
  
  The customers Notice of Cancellation was received August 24, 2023, and the account cancelled. Our office has notified API to refund the customer any payments that *** have been taken after July 15, 2023, to the method of payment listed on file.
  
  Thank you 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20378764
  
  I am rejecting this response because:Yes, please reopen the complaint. As they stated the issue has been reported to them as of May of 2023.  I spoke with their tech team in May which why I was willing to wait until June to have this resolved.  However the app NOT working for their technician and me having to WAIT an additional 3 weeks for a technician is unacceptable! Especially since the issue was reported in May of 2023.  I tested the system personally.  Meaning I would let my alarm go unanswered for 3 -5 minutes without any response from the business.  There was no call and no came through the intercom as they have done in the past.  By their own admission I requested my services be cancelled MULTIPLE times since I could not receive the service I paid for.  I would like for them to show all of the alerts that they have for all the months in question.  And then provide proof that they repaired these issues.  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/25/2023

  Complaint ID#: ********
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  As previously stated, August 16, 2023, the customer contacted our office, wanting to cancel, and did not want a technician to attend the home.She also stated, she wanted the account cancelled as of July,  refusing to speak with the ********************** to complete the cancellation.
  
  Thirty (30) days notice and a written, signed Notice of Cancellation are required to cancel. Our office received the customers Notice of Cancellation August 23, 2023, and her alarm monitoring agreement was terminated.
  
  The complainant is requesting a report showing all the alerts received for all the months in question. API is the monitoring company that monitors the customers account. She will need to contact API directly to request the monitoring report.
  
  Thank you 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20378764
  
  I am rejecting this response because:

  The company should REVIEW what they wrote as fact.  May of 2023 is when this matter first started.  I was sent a piece of equipment that did not solve the problem.  They sent out a technician and THEIR equipment that was suppose to get the technician to my home DID NOT WORK.  The technician may me aware that he had called the company ALL morning to get it corrected before he headed back to Texas.  He also informed me that he would not be back down until 3 weeks later!  This was UNACCEPTABLE.  The fact of matter that Fluent has NOT service my alarm since MAY of 2023 and believe they should KEEP any money is why I am GLAD I finally go my service cancelled.  I requested my services be cancelled and instead of cancelling my services as I requested, the resolution team did not call me to do so just the appointment representative to reschedule.  It was NOT until I wrote the BBB that I was able to get my service cancelled even though you all state that I requested it to be cancel long BEFORE August of 2023!  I would like a FULL refund for the months of May-August as you all did NOT EARN the money as you did not service my alarm as it was BRoKE hence the need for the technician!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/02/2023

  Complaint ID#: ******** 
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  As previously stated, and as reported by the complainant on July 12, 2023,she was having an issue with her doorlock. According to the monitoring stations history, we see that her alarm system is working properly, communicating, and running monthly signal tests.  
  
  Thank you
  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20378764
  
  I am rejecting this response because: In one of your responses you all state that I was displeased in May of 2023 and the issue continued until I cancelled my service which was in July of 2023.  You guys charged me in July and August of 2023 even though I requested my services be cancelled.  Because your service person that I spoke to stated that there was a reason for your technician to come out because something is/was malfunctioning and there was no way you guys could monitor my home COMPLETELY as this was an issue!  I definitely DESERVE my money for July and August of 2023.  And the reason I requested May and June of 2023 is because you guys have made this ordeal longer and more drawn out! Just like NOW.  I have paid Fluent EVERY month without fail since you guys became my alarm service provider, you guys failed at customer service and at the job that you were paid for.  My alarm service had been beeping since May of 2023 and you guys remedy was to change the batteries.  After changing the batteries MULTIPLE times, a manager FINALLY understood my frustration and tried to remedy the poor customer service.  I waiting for your technician to show during the window of time, you allotted only for him NOT to show and for me to receive MORE BAD CUSTOMER SERVICE! If I had not reported you all to BBB, you would have continued to take my money monthly.  Just as you all have not changed your stance I have NOT changed mine either.  I would like a refund for the months in question.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/04/2023

  Complaint ID#: ******** 
  
  
  Hello,
  
  Thank you for responding.
  

• Initial Complaint

  Date:07/24/2023

  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 was told in my first complaint that I would be allowed to cancel my contract but it has not been cAncelled and no one can help me. They want an additional amount of *****.

  Business Response

  Date: 07/26/2023

  Complaint ID#:  ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, she was told in her first complaint that she would be allowed to cancel her contract, but it has not been cancelled, and no one can help her. She further states, the company wants an additional amount of $32.99.
  
  As previous states, once we received the customers signed Notice of Cancellation, Fluent Home can confirm that the complainants monitoring agreement will in fact be terminated.
  
  According to our records, we received the customers Notice of Cancellation on July 12, 2023,and July 2023s payment, in the amount of $32.99 has been forgiven.
  
  At this juncture,Fluent Home can confirm, that the complainants alarm monitoring agreement has in fact been terminated. There are no further monies owed and no further monies due. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:07/12/2023

  Type:Product 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 am filing on behalf of my mother, **** **** (birthdate **********). This is an eminent domain and elderly abuse issue. On 1/26/2021, a representative from Fluent came to her door and told her Fluent bought out her existing alarm company (Safe Home). Not knowing any different, my mother allowed them into her house and signed a contract for Fluent to take over their service. As soon as I realized this was not true, we switched back to her original company (Safe Home) and I stopped all bank drafts with Fluent. Fluent then later sold her montoring service to ADI and they began taking money out of her account again. I have spoken with Fluent several times but have not been able to get the issue resolved. They keep texting and mailing bills to my mother which puts unnecessary stress on her. I have allowed the auto drafts to continue out of our account due to lack of time or energy to deal with the issue. However, they again texted my mother on 7/12/2023 with a threat to send her account to collections. Ironically, when I called Fluent today, their introduction message was warning customers of other companies doing the same thing to their customers and they told them to call the police which I now see I should have done in January of 2021.
  
  I would like a refund of all money my mother has paid Fluent and ADI. I have attached a copy of "signed" contract and recent bill. She is 30 months into her contract at $37.07 per month for a total of $1112.10 minus the $294.07 which they say is owed them. The refund amount we are requesting is $818.03.
  
  
  If a refund is not available, it will be sufficient if there are no more drafts out of our account and her account with Fluent is closed with a $0.00 balance
  
  My mother is hard of hearing and her abilities to understand are diminishing. If you have questions, please reach out to the email above (*****************) or call me at###-###-####.

  Business Response

  Date: 08/06/2023

  Complaint ID#: ********
  
  Hello,
  
  My name is Susan C*** and I am the Compliance Officer for Fluent Home. I
  am in receipt of the attached complaint, and thank your organization for the
  opportunity to respond.
  
  The complainant, the customer’s daughter, states that on January 26,
  2021, a Fluent representative came to her mother’s door and told her Fluent
  bought out her existing alarm company (Safe Home), and not knowing any
  different, allowed them into her house and signed a contract for Fluent to
  takeover their service, and as soon as the daughter realized this was not true,
  they switched backed to her original company. The daughter is requesting a
  refund of all monies her mother has paid Fluent, in the amount of $818.03, and
  if a refund is not available, she would like to terminate her mother’s alarm
  monitoring agreement, with no penalty.
  
  We have reviewed
  the customer’s file, and on January 26, 2021, she signed a 60 month monitoring
  agreement, ending January 26, 2026. The customer also signed a general
  clarification questionnaire, which we have attached. Below are a few notable
  points:
  
  Point #3:   “I
  understand that Fluent is not affiliated, acquiring, merging, taking over,
  partnering, buying out nor is a “sister company” of or associated with any
  other alarm company in any way, including but not limited to my current
  alarm monitoring company (SafeHome).”
  
  Point #8:   “My
  fluent consultant did not state or imply that my current alarm company has
  gone or is going out of business, or would no longer have the ability to effectively perform my alarm services or service my alarm system."
  
  On January 26,
  2021, prior to the installation of our service, the customer participated in
  our “Welcome Call” survey. The purpose of this survey is to ensure our clients
  have an understanding of the terms and conditions of the agreement they are
  about to enter into. When reviewing the customer’s file, we note that the customer
  responded affirmatively when asked if the Representative was wearing a Fluent
  shirt, including ID badge, and was it obvious and clear that your
  representative was only working for and representing Fluent at the door and throughout
  the presentation.
  
  Premature cancellation. Section 2.4, of the agreement states, that the
  agreement, “…will automatically renew…unless cancelled by either of us in
  writing no later than thirty (30) days before the end of the original term, or
  any renewal term. This writing shall be required to be sent by FAX and/or by Certified
  Mail. Premature termination of your agreement: in the event that you elect to
  terminate your agreement prior to the expiration date of the initial term of
  your agreement…you agree that…you will be required to pay eighty percent (80%)
  of the remaining balance.”  
  
  Should the customer still wish to pursue the termination of her
  agreement, she would be required to send in a written Notice of Cancellation,
  and pay eighty percent (80%) of the remaining balance, left on the agreement,
  approximately $1,141.91.    
  
  A written Notice
  of Cancellation requires the following: Date; First and Last Name; Account
  Number; Site Address of the account; Statement of Cancellation, and Signature.
  Please submit your notice to cancel,  to,
  Fluent Home, via: email:  **********************;  by FAX: ###-###-####, or by Certified Mail
  to:  Fluent Home, *** ** ***** *** ***** *****, Draper, UT 84020.
  
  Once we receive
  the customer’s signed, Notice of Cancellation and final payment, and the agreement
  has been fulfilled, Fluent Home can confirm that the customer’s agreement will
  be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  Fluent Home

• Initial Complaint

  Date:07/05/2023

  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.

  We purchased a Fluent alarm system in March of 2018. We never received a contract, so I have nothing telling me terms. I tried to disconnect my service today, and after an hour waiting for a representative, was told I signed up for a 60 month contract, WHICH RENEWS AUTOMATICALLY if I didnt write a formal cancellation letter by March 19 of this year. Therefore they automatically roll my contract for 36 more months, until ****. *********************, the representative, said I needed to cancel a month prior to the above date, so sorry, not sorry. Again, I have no contract! Therefore could not know this. So now Im stuck with payments of $45.78 until March of ****. He emailed what I need to do then to cancel, yet nothing I can do now. I think with no contract in my hands, I should be able to cancel now. That is all I wish to do.

  Business Response

  Date: 07/18/2023

  Complaint ID#: ********
  
  Hello,
  
  My name is ***** and I am the Compliance Officer for Fluent Home. I in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, they purchased a Fluent alarm system in March 2018, never received a contract, and has nothing telling him terms,and when he tried to disconnect his service on July 5, 2023, he was told he signed up for a 60 month contract, which automatically renews if a formal cancellation letter wasnt written by March 19th this year, therefore, his contract automatically rolled for 36 more months. The complaint further states,he has no contract, could not know this, and with no contract in hand, should be able to cancel his alarm monitoring agreement with no penalty.
  
  We have reviewed the complainants file, and on March 19, 2018, he signed a 60 month agreement, ending March 19, 2023. And on March 19, 2023, his monitoring agreement auto-renewed for an additional 36 months, ending March 19, 2026.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the lesser of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. This writing shall be required to be sent by FAX and/or by Certified Mail. To date, there is no Notice of Cancellation on file.
  
  On March 19,2018, at 12:47pm, the complainant participated in a Post-Installation survey.This survey is designed to ensure our technician completed the installation to the clients satisfaction, and that the agreed upon devices were installed in the home. In reviewing the complainants file, we note that the complainant responded affirmatively, with three yeses, when asked about being provided with the full copy of your monitoring agreement and a copy of the notice of cancellation. No notation of a pending or missing agreement was noted.
  
  We apologize for any inconvenience this customer may have experienced when terminating their agreement,however, as stated above, the renewal term is valid and enforceable.
  
  At this juncture,the Complainant is responsible for the remaining balance of the agreement. If he wishes to cancel, he would be required to pay 80% of the remaining balance,left on the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home