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:07/05/2023

  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.

  On July 4th Fluent Home charged my debit card without authorization. After being denied charges through Wells Fargo bank. They did not have the correct expiration date for my debit card. So then they went back when I made a one time purchase and used the debit card information to process that payment.

  Business Response

  Date: 07/19/2023

  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.
  
  We have read the
  complainant’s comments, and apologize for the inconvenience this customer may
  have experienced.
  
  Fluent Home can
  confirm, that the complainant’s monitoring agreement has in fact been
  terminated. There is no further action the complainant needs to take at this
  time. This response shall constitute as the complainant’s official cancellation
  confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:06/26/2023

  Type:Product 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.

  We wrote a cancellation note to them per their request about two years ago and continued to pay monthly till contract was met which was April 2023. I contacted them to make sure everything was paid up and our contract was at an end. They said it was. Then *** came around and they took out the payment of *****. I contacted them to let them know and they said they had all the info and would refund money. Refund would take about 7 to 10 business days refund never came. I talked to this ***************** he said they were behind and it would actually take about a month. That came and went. My wife then called talked to the same man said refund should be in account any day. My wife also inquired about June to make sure this wouldn't happen again. Well it did. They took out June and then when my wife called ***** once again was the same man to answer and we received same song and dance and he was very dismissive of my wife. I am now angry and feel that this company is at the least very poorly ran or at worst a scam.

  Business Response

  Date: 07/14/2023

  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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer *** have experienced when terminating their account. According to our records, on April 13, 2013, the customer signed a 60 month agreement, ending April 13,2018. On October 12, 2017, she participated in a resign survey, renewing her agreement, starting April 13, 2018, when the original agreement ended. The customer was sent a replacement agreement, not a renewal agreement, which was signed on October 12, 2017, for a term of 60 months, ending October 12, 2022.
  
  The customers Notice of Cancellation was received September 25, 2019, after the replacement agreement was signed. The customers agreement termination date was October 12,2022, and they were erroneously billed for November and December 2022, and for ******** February, March, April, May, June, and July 2023.  
  
  Our office has notified API to refund all payments that *** have been taken after October 12,2022, to the method of payment listed on file.
  
  Fluent Home can confirm, that the complainants monitoring agreement has in fact been terminated. 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: 07/14/2023

   
  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:06/24/2023

  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.

  Hello Im on here again because I filed a complaint through BBB before but no one ever got back to me. I have tried multiple things like reviewing fluent on ****** to going through the BBB and this will be my second time and I am fed up. Fluent has been nothing but a pain in the a** for the whole 3 agonizing years I have been with them. My cameras STILL only work half of the time, the door security panels (that is stuck with a type of 3M) has fallen off from the poor installation, and my thermostat always changes itself. The services they provide do not and have not worked since I have started with them. Their customer service is horrible I can never get ahold of them they always put me on a ***brief*** hold and eventually when no one answers they just hang up. There chat system is nothing but show to prove they are here to help they cannot resolve anything they just tell you to call a number it eventually gets escalated up and just hangs up so why should I call them? Ive been trying to cancel since the 2nd year Ive had them and they do not give me any options I want away from they and I want it done now. S**** fluent and there s***** company. I hope one of these days you guys get put out of business like the crooks you are. I have made this report June 24th 2023

  Business Response

  Date: 07/14/2023

  Complaint ID#: ******** - ***************************
  
  
  Hello,
  
  My name is ******************* and I am the Compliance Agent for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, this is his second complaint filed through the BBB, as no one got back to him on the first complaint he filed. The complainant further states, his camera worked half the time, that the security panel has fallen off from the installation and his thermostat always changed itself. He claims the service provided does not work, and he can never get a hold of customer service. He also claims he has been trying, since the second year, to cancel and has not been given any options. The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  We apologize for not responding to the customers first complaint, filed through the Better Business Bureau, and after searching our files, there is no record of a prior complaint filed through the Better Business Bureau.
  
  Regarding the customers comments on trying to cancel.According to our records, on April 12, 2021, they called in to cancel, as they both lost their jobs, and are unable to afford the monthly fee. We offered them an account suspension, which they refused. We then offered a transfer of ownership, which they declined. On April 13, 2021, when the customer spoke with our *********************** he stated they originally wanted to cancel, due to losing their jobs, but now has a new job, and wanted to cancel because they are having camera issues. The customer was offered a transfer of ownership, which he declined, and stated he would not cancel if we sent a tech at no cost.
  
  On April 19, 2021, a technician attended their home and replaced the faulty doorbell camera. The customer was also having issues with their doorlock, and it was noted that even with new batteries, the doorlock would not work. The customers doorlock was existing equipment, installed prior to Fluent, and after we quoted the cost of a new doorlock, he stated he was not interested at that time.  
  
  On March 17, 2022, we next heard from the customer, as they were experiencing issues with their doorbell camera. The customer was not at home, and wanted to schedule a technician. We recommended when she was at home,to call, so we could troubleshoot the issue with her. Our office did not receive a call back from the customer.
  
  On July 18, 2022, we received a call from the customer,wanting to cancel, as the camera was still having issues. The customer called back shortly thereafter, stating the camera was working.
  
  We next heard from the customer on June 6, 2023, when he called to cancel, as he can no longer afford.
  
  Regarding the customers comments, that his panel and thermostat are not working. After further review of the customers file, there is no communication regarding issues with his panel or thermostat. According to the monitoring station, the customers system was working properly, and communicating, performing  monthly signal tests until May 28, 2023, and on June 26, 2023, the system stop communication.
  
  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. Should the Complainants wish to pursue the termination of their agreement, they would be required to pay eighty percent (80%) of the remaining balance.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:06/14/2023

  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.

  Because of terrible service(equipment not working for past 2 years) I tried to cancel our home security agreement after the stipulated (36 months - which we completed July 2022) but I was unable as no one would answer the call (when prompted to cancel contract). I tried twice, remained on hold for several minutes and then elected to issue stop payment through my bank. I replaced the equipment with ADT. The tech from ADT brought to my attention that wiring from Fluent had not been insulated behind the panel which could have caused a fire (I have photo taken from the Tech). I received today on 06/14 a note from Fluent Home advising to call them to address cancellation. I did so but was advised that the contract stipulated that cancellations were only accepted 30 days after the 36 month was honored. After that they would renew automatically for another 36 months. Therefore they advised I owed them for another 2+ years. I would have never signed had the door to door salesrep from Fluent made this clear....appears highly irregular as no other home security company had ever such a clause. What are my options. Thank YOU!!

  Business Response

  Date: 06/23/2023

  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, because of terrible service, his equipment has not worked for the past 2 years, and has tried twice to cancel their home security agreement, after the stipulated 36 months, which they completed in July 2022, but was unable to do so, as no one would answer the call. He further states, he replaced the equipment with ADT. He claims he received a note on June 14, 2023, from Fluent,2023, advising to call them to address cancellation, and when he did, he was advised that the contract stipulated that cancellations were only accepted 30 days after the 36 months were honored, and after the 36 months, they would automatically renew for another 36 months. The complainant further claims, he would have never signed had the sales rep made this clear. The complainant is wanting to know his options.
  
  We have reviewed the complainants file, and on January 18, 2019, the complainant signed a 42 month agreement, expiring July 18, 2022.On July 18, 2022, the agreement auto-renewed for an additional 36 months, expiring July 18, ****.
  
  With respect to the renewal clause, the renewal term is valid and enforceable.  Section 2.4 Term for Services, is written in all caps, underlined and bold typeface  Section 2.4 of his 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. To date, there is no Notice of Cancellation on file.
  
  Regarding the customers comments, his equipment has not worked for the past 2 years. According to our records, the customer contacted our office in July 2021, regarding a sensor not receiving notifications, and then in April 2022, when he called our office, and stated he had not known their code, then wanted to  learn screen clean mode. Our office was attentive to both his concerns and worked with the customer towards a resolution. There have been no additional communications, from the customer,regarding technical issues or concerns.
  
  On June 14, 2023,the customer contacted our office, requesting to cancel, as they are moving. He stated he has tried to cancel the account for months, so he put a stop payment on the account. We then advised of the auto-renewal. The account currently has a past due balance of $75.94.
  
  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.
  
  At this juncture, Fluent Home is prepared to send a technician to inspect/reinstall the system. Should the complainant wish to pursue the termination of his agreement, he would be required to pay eighty percent (80%)of the remaining balance, left on the agreement term.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20187726
  
  I am rejecting this response because:

  Although Fluent claims to have resolved the issue I had called to address, the response from their ********* was unsatisfactory with no technician visit to offered to correct the issue.   We simply kept paying in order to honor the agreement and got used to not having reliable home security.   The 30 day cancellation clause in our view is clearly aimed at insuring their agreement remains in force forever,  this in spite of the poor service and the lack of response from their cancellation line for one to discuss how to close the account.  To expect a client to remember the exact date of a home security contract signed 42 months earlier is simply an unfair practice.  You may wish to note that the *** tech who removed the Fluent security panel also called to my attention how poorly the system was installed, the wires in the wall behind the panel itself were left bare without any insulation which I was told was a fired hazard .   I requested they take an image and forward....intend to keep if needed.   In view of how inflexible Fluent appears to be I will need to seek legal advice. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/05/2023

  Complaint ID#: ********
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  Thank you

• Initial Complaint

  Date:06/03/2023

  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.

  I signed a 60 month agreement in 2018 with Fluent Home LLC, I fulfilled that agreement this past January and tried to cancel my billing as I was switching my services to a different company that was in the ****************. The representative from Fluent did not disclose any type of auto renewal policy when I signed the original agreement. I feel that this is against my consumer protection rights and I am not responsible for fulfilling any kind of extension that I did not agree to. I am a senior citizen and I am not financially able to pay two alarm companies one being Fluent which is not providing any services. Fluent (now API) needs to remove the balance owed and discontinue the monthly charges I am being charged immediately to prevent further litigation.Thank you,*********************** ***************************************************************************** ************

  Business Response

  Date: 06/23/2023

  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, in 2018, she signed a 60 month agreement with Fluent Home, and this past January fulfilled that agreement, and when she tried to cancel her billing, as she was switching to a different service provider, the Fluent representative did not disclose any type of auto renewal policy when she signed the original agreement. She feels this is against her consumer protection rights, and is not financially responsible for fulfilling any kind of extension that she did not agree to. The complainant further states, Fluent needs to remove the balance owed and discontinue the monthly charges, as she cannot afford to pay two alarm companies. The complainant is requesting a refund.
  
  We have reviewed the complainants file, and on January 20, 2018, she signed a 60 month agreement, ending January 20, 2023. On January 20, 2023, the agreement auto-renewed for an additional 36 months.
  
  With respect to the renewal clause, the renewal term is valid and enforceable. Section 2.4 of her 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 statement is written in caps, underlined and bold typeface.
  
  The customers agreement end of term date was January 20, 2023. On April 17, 2023, 3 months after the agreement renewed, via regular mail, we received her Notice of Cancellation
  
  On May 27, 2023,the customer contacted our office, to follow up on her notice of cancellation,which we confirmed we did receive. She asked our representative why we were still charging her, and we informed her that her contract renewed for 36 months, and we needed a 30-day notice, prior to the expiration date (December 20, 2023) which she missed. There is no record of the customer speaking with our office, prior to, or after she moved to a different security provider. As per the customers request, a copy of her agreement and buyout of contract were mailed to the address of file.  
  
  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
  
  At this juncture,the Complainant is responsible for the remaining balance of the agreement. If she still wishes to cancel, she 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

• Initial Complaint

  Date:06/01/2023

  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 signed a 5 year contract 2/8/2018. In October of 2019 my husband was diagnosed with a cancer that required he quit working and start immediate treatment. I tried to contact Fluent at that time to cancel my account as we were impacted financially and were trying to cut corners wherever we could. They informed us that we could not cancel without a heft penalty and would have to wait for the contract to end. In August of ********************************************************************************************* phone line, we just had our cell phones. Fluent again said there was nothing we could do and were locked into the contract for a few more years. We said, we would then just pay the monthly fee, without using the product, and then not renew the contract. They did not inform us that there was an auto renewal, they did not tell us a cancellation had to be submitted in writing 30 days before, and did not send a copy of our contract. Our renters recently set up Vivent in their home and when I contacted Fluent about any outstanding balance, they informed me that there was a new 3 year contract. There was nothing I could do, the agent told me that I should have read the contract, and that I could not speak to anyone else. I then spoke to another agent who told me told me there was nothing they could do. The rudeness with the resolutions team is unbelievable. Shocking really, it's as if they thrive on escalating customers. I asked where to send my request for cancellation and he told me that if he gave me the information on where to send the cancellation, that I would only have 10 days to pay the full amount. I then said, I don't want you to do that, I just want to know where to send the cancellation when I am ready. He argued with me that he had already submitted it, that getting the payoff amount is a cancellation. They withheld information, they scammed me with an autorenewal, and have charged me more than my original contract.

  Business Response

  Date: 06/15/2023

  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, that on February 8, 2018, she signed a 5 year contract, and in October 2019, due to medical issues, tried contacting Fluent to cancel her account, and informed they could not without a hefty penalty, and would have to wait for the contract to end. She claims, in August 2021, she reached out again to cancel,and Fluent again said there was nothing they could do and were locked into the contract for a few more years, stated they would continue to pay, and not renew the contract. She further claims, they were not informed there was an auto-renewal, and that cancellation had to be submitted 30 days before, and Fluent did not send a copy of their contract. The complainant further states, when she contacted Fluent about any outstanding balance, she was informed there was a new 3 year contract, and advised there was nothing they could do. The complainant wishes to terminated her alarm monitoring agreement, and to only be charged for month to month after cancellation.
  
  We have reviewed the complainants file, and on February 8, 2018, she signed a 60 month agreement,ending February 8, 2023. On February 8, 2023, the agreement auto-renewed for 36 months, ending February 8, 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. To date, there is no Notice of Cancellation on file.
  
  According to our records, on June 6, 2019, the customer contacted our office, stating they would be out of the house for an indeterminate amount of time, due to medical issues,and looking to see what options were available. The call dropped before we could discuss their options. Noted on the account was to offer the customer to pay 80% of her buyout of contract, or suspend the contract up to six months.  
  
  We next heard from the customer, two years later on June 16, 2021, when she contacted our office to cancel, as they were moving to the farm, could no longer afford the monthly rate,and did not feel they needed it in the country. A transfer of address and a transfer of ownership was offered, to which the customer declined, and hung up.
  
  The next communication was May 31, 2023, three months after her agreement auto-renewed,requesting to cancel, as she switched to Vivint. Our office sent the customer her buyout of contract, and on June 1, 2023, Notice of Cancellation instructions were provided.  
  
  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, left on the agreement terms. 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:05/29/2023

  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.

  I am an 87 year old senior and I am distraught about how Fluent handles customer queries. I have tried for a year to cancel my home alarm contract unsuccessfully; I have called more times that I can remember and no representative has been able to assist me. I got outside assistance as well and still Fluent would not elaborate on how to cancel my contract. I called asking for a breakdown of how I can cancel my contract, since my previous calls were met with responses stating this wasn't the way to end my contract. During one of these calls I made to cancel the contract I was told the only way to cancel the contract was with a death notice. Thus, the only elaboration I received detailing how to cancel this contract was that I had to wait after my death. The contract term has been renewed once again and I am stuck once again making a monthly payment of $34.99. I do not want this service, but Fluent has made it impossible for me to get out of this contract. Their representatives continually inform me they will get back to me or they will have someone from their legal department contact me, yet these statements are false. I have yet to receive a concrete response about how to cancel the contract. I seek cancellation of my contract indefinitely and I do not want to pay the remainder of the contract renewal term. If Fluent had actually answered my questions, the contract would have been cancelled before the contract was renewed again.

  Business Response

  Date: 06/02/2023

  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.
  
  We have reviewed the complainants file, and see our office spoke with the customer on February 21. 2022, at which time she called to cancel her monitoring agreement, declining all offers. The customers agreement ended March 29, 2022, auto-renewing March 29, 2022, for an additional 36 months.
  
  Section 2.4 of her agreement states, that the agreement will automatically renew for the greater 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.
  
  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.
  
  Notwithstanding these facts, Fluent Home will agree to terminate the alarm monitoring agreement without penalty. There are no further monies owed and no further monies due,and no further action the customer  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: 06/05/2023

   
  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:05/19/2023

  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.

  At the end of March, I was contacted by Fluent to fix a problem they had. I asked about upgrades as I have never gotten any ads or promotional info. They were so happy to tell me about upgrades I was eligible for at no cost and would be part of monthly payments over 60 months. Never heard from them and after several calls of sitting on hold and hang *** a lady got to a supervisor and they sent the upgrade equipment out. Notified them I received it and to schedule a tech. Got an email saying if I need help to self install to call customer service. Thus the start of multiple calls being placed on hold and hangup. Sent emails that were obviously ignored. Called to cancel contract only to be put on hold and hangup. They even agree that they didn't perform, And supposedly will remove those charges. However, they indicate I owe the contract buy out from a auto renewal that wasn't communicated at all. Not their responsibility.....poor customer service but then in the nearly 4 years they never once contacted me for anything. During this fiasco their lack of response to my calls to their customer service numbers or emails .... indicates a total disregard to any quality service to their customers. State and fed government needs to evaluate if their behavior warrants a review and consequence.

  Business Response

  Date: 06/13/2023

  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, at the end of March, she contacted Fluent to fix a problem, and then asked about upgrades and was advised about upgrades she was eligible for, which would be part of the monthly payments over 60 months. She claims, she never heard from them and after several calls, a representative got to a supervisor, and the upgraded equipment was sent out. Once the complainant received the equipment, she called to notify them, and to schedule a technician, then received an email saying, if she needed help to self install, to call customer service,and when she called to cancel, she was told the charges would be removed,however, she would owe the contract buyout from the auto-renewal. The complainant wishes to terminate her alarm monitoring agreement, with no penalty, and requesting a refund.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced. After reviewing the complainants file, Fluent Home will agree to terminate the alarm monitoring agreement without penalty, however, the complainant will need to send in the equipment, undamaged, to our office. Equipment to return, (2) ADC outdoor cameras V-724 and (1) ADC doorbell camera V-770. A shipping label will be emailed to the email address on file.
  
  After further review of the customers file, on April 28, 2023, the customer was billed in error for a service trip fee, in the amount of $110.00, and will be refunded. Please allow 2-3 weeks for the refund to arrive.
  
  Once the equipment has been returned, Fluent Home can confirm, the complainants agreement will in  fact be terminated. Should the complainant decide not to return the equipment listed above, she will be financially responsible for the cost of the equipment.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:05/16/2023

  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 am trying to cancel my service on the expiration date, June 13, 2023. They gave me the email address of ******************************* I cant get that address to go through. I messaged to customer support and they refer me to that address. I feel they r just not wanting me to cancel the service. I have had bad customer service from them all along

  Business Response

  Date: 06/02/2023

  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 is trying to cancel her service, on the expiration date of June 13,2023, and claims she was given the email address of ******************************* and cannot get that address to go through, and when she messaged customer support,she was referred to that address as well. The complainant wishes to send in her Notice of Cancellation and to terminate her alarm monitoring agreement.
  
  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.
  
  Our records indicate, that on May 11, 2023, the customer contacted our office, wanting to know what was required to cancel. We advised the customer, she would need to speak with our resolutions department and provided their phone number.
  
  On May 16, 2023,our resolutions department spoke with the customer, advising her of a Notice of Cancellation.  
  
  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 and  Signature, and submit to, Fluent Home, via:email:  ******************************;  by FAX: ************, or by certified mail to: Fluent Home, 138 E. ***********************************************.
  
  We apologize for any inconvenience this customer may have experienced when terminating their account.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: 06/05/2023

   
  Complaint: 20067903
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************. Some of what she said is true but I was told I couldnt cancel now because my contract had been renewed for three years. Not that I could cancel it. I had automatic pay and I put a stop payment on them. 

  Business Response

  Date: 06/05/2023

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding.
  
  At this juncture, and as a good faith gesture to resolve this matter, Fluent Home is prepared to terminate the resign terms of the complainants agreement,holding her to the terms of her original agreement, ending June 13, 2023. Should the complainant choose not to send in their Notice of Cancellation, the account will remain active.
  
  Thank you

• Initial Complaint

  Date:05/13/2023

  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 been with Fluent Home since May 14, 2022 and come April 13, 2023 the batteries in the senor went out on the front door and the garage door called and replaced the batteries with new one called the tech 5 times April 14th, 16th, 18th and the 20th 2023, went the steps each time it still didn't work on April 22, 2023 the last day I called the system keep going off front open when the door was closed and the tech on the phone heard it said he didn't understand so they disconnected the system and said they would have someone come out.On May 11, 2023 my husband got a text saying they would have someone out on May 12, 2023 between 9am and 11am he waited all day no one showed up or text or called saying why they weren't coming, I called **** the guy who conned us into getting this system to let him know how unsettling and disappointed we are cause we have no alarm system on our house he said he was sorry he'll make a call then they texted my husband after 3pm that day after waiting all day they will be out the following week. All we want is to be out of our contact so we can get some security on our house.

  Business Response

  Date: 06/01/2023

  Complaint ID#: ********
  
  Hello,
  
  My name is ******************* and I am a ***************** for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, in April 2023, the batteries in the front door and garage door went out, called Fluent, and replaced the batteries. She claims, they called tech support 5 times, April 14 - 20, 2023, and each time,they went through the steps, it still didnt work, and their system was disconnected. The complainant further states, a technician was scheduled for May 12, 2023, did not show, and after calling the sales representative, letting him know they have no alarm system, her husband received a text, that they would be out the following week. The complainant wish to terminate their alarm monitoring agreement, with no penalty.
  
  We see that the customer had some minor technical issues with a few of their existing sensors. Although the sensors may have been faulty, according the central monitoring station, their system was functioning properly, running periodic tests weekly.
  
  Our records indicate that a technician attended their home on May 17, 2023, and made the necessary repairs, replacing the front and garage door sensors, and performing a full system test. Should the complainants experience any additional technical issues,  Fluent Home is prepared to dispatch a technician, to do a full system check and replace any faulty devices.
  
  We apologize for any inconvenience this customer may have experienced with her technical issues. Our
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home