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:05/02/2023

  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.

  FLUENT IS HORRIBLE!!Weve been calling since 2021/2022 several times and have gotten several runs rounds. Fluent wouldnt let ** cancel!! Ive gotten hung up on, promises that someone would call/email me back. After several attempts of trying to reach them. They informed ** to wait and cancel on *** 2023 back in 2022. Now that is *** theyre saying we shouldve of wrote a letter before April 26th to cancel because it auto renews the contract! No one told ** that it. This company is a SCAM! And now were trying to figure out a solution on how we can completely cancel and cut ties with this company. We are definitely thinking about taking legal action because at this point we have no where to turn.

  Business Response

  Date: 05/17/2023

  Complaint ID#: ******** - ********************* (c/o ***********************)
  
  
  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, they have been calling since 2021/2022, and have gotten the run-around,claiming Fluent wont let them cancel. She also claims that after several attempts of tying to reach Fluent, they were informed, back in 2022, to wait and cancel in May 2023, and now that its May, Fluent says, they should have written a letter before April 26th to cancel, because the contract auto-renewed. The complainant wishes to cancel the Account Holders ******************** monitoring agreement,with no penalty.
  
  We have reviewed the Account Holders file, and on May 26, 2018, a 60 month agreement was signed,ending May 26, 2023. On May 26, 2023, the agreement auto-renewed for 36 months,ending May 26, 2026.
  
  Section 2.4 of the 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 ** in 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, in October 2021, the complainant contacted our office, requesting to cancel,  inquiring as to how much it will cost to cancel. A Buyout of Contract letter was sent to the address on file.
  
  ** November 2021,the customer requested to cancel. A transfer of ownership and a transfer of address were offered. The customer stated she will discuss and let ** know, then asked for the Buyout of Contract. The Buyout of Contract letter was sent to the address on file.
  
  ** December 2021,the complainant called in following up to the Buyout of Contract, as they want to  cancel the service. A Buyout of Contract was sent to the address on file.
  
  On January 11,2022, the complainant called to cancel the account, and advised of a Notice of Cancellation and Buyout of Contract.
  
  On June 8, 2022,the customers system was placed on test for 30 days, as the customer was doing renovation work. We advised her, they will have no monitoring for these 30 days. Later this same day, she called back, stating they were looking to go with a cheaper option. We advised of a Notice of Cancellation and Buyout of Contract.
  
  ** September 2022,our office contracted one of the Account Signers. She refused to talk and informed ** she does not need the system.
  
  On May 2, 2023,the customer contacted our office, wanting to cancel, as they are selling their home, and dont want it. We advised the agreement auto-renewed. She asked how much for the Buyout of Contract, and opted not to pay.
  
  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 Account Holders are responsible for the remaining balance, of the agreement. If they wish to cancel, they 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:05/02/2023

  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 signed a contract for 4 years for a ********************* named Fluent. I called to cancel after the 4 years (9-14-18 to 9-14-22) and they said if we didn't cancel before the 4 years were up (one month before), then we automatically have it for the next three years. This is in the fine very small print of the original contract we signed. No one ever contacted us to let ** know this. I would think that a courtesy call or something. What a an unethical way to run a business. At least have the courtesy of a phone call to let ** know this. When we talked to ************ at Fluent, he was very rude and he ended up hanging up on ** because we insisted on giving us the name of his supervisor.

  Business Response

  Date: 05/17/2023

  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, they signed a 4 year contract with Fluent (09/14/18 to 09/14/22), and when they called to cancel, after the 4 years, they were told, that if they didnt cancel one month, before the 4 years were up, they would automatically have it for the next three years. The complainant wishes to terminate their alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and on find that September 14, 2018, he signed a 42 month agreement, ending March 14, 2022. On March 14, 2022, the agreement auto-renewed for an additional 36 months, ending March 14, 2025.
  
  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.
  
  Our records indicate that on April 14, 2023, our ********************* spoke with the customer. We advised of the auto-renewal, and to cancel, 30-days notice, prior to the expiration date, was needed.  
  
  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

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19938136
  
  I am rejecting this response because: ************ should have contacted us and communicate to us about this. We had called a year before it was due to be up and no one ever said anything to **, they just said call ** back in a year. This is unfair business practice and preys upon people who do not read the fine print and succumb to businesses because they just want to sell their product. I have never heard of this in any contract I've ever signed and will definitely not be signing any kind of contracts in the future. Thank you!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/22/2023

  Complaint ID#: ******** - ***********************
  
  
  Hello,
  
  After further review of the customers file, our records indicate there was no communication in 2021,regarding the cancelling of their service.
  
  As previously stated, April 14, 2023, was the first communication, with the customer,regarding the cancellation of his service.
  
  Thank you 

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 19938136
  
  I am rejecting this response because: I called them before 2021, probably in 2020 so they should look back into their records. When I called to cancel, they told me when the contract ended, however, they left out the part out about the renewal if I didn't cancel within a month of when the contract ended. This would have been very important information to me that they did not tell me verbally. Like I said, UNFAIR Business Practice. Fluent needs to change the wording on the contract so this doesn't happen to unsuspecting people in the future. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/01/2023

  Complaint ID#: ********
  
  
  Hello,
  
  Upon further investigation of the customers file, our records indicate there was no communication, with the customer, in 2019, 2020, 2021, or 2022 regarding their request to cancel their service.
  
  As previously stated, April 14, 2023 was the first communication regarding the cancellation of their  service, as they were moving.
  
  Thank you 

• Initial Complaint

  Date:04/20/2023

  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.

  Today's Date: 4/18/2023 I received a phone call from API on April 6, 2023 telling me that I had a past due balance. They told me I was going to be turned over for collections. I told them I had already paid Fluent and that I had paid early. I told her I had already paid February, ************** The lady told me she did not care if the check had cleared the bank, that is not how we work. We show you have not paid. She stated again I need to pay it or I was going to be turned into collections. I am providing a copy of the check that cleared my bank. Please help me get this resolved ASAP.API Representative Name: ****** ************************* Email: **************************************************************************** Copies to: FCC, FTC, AG/GA

  Business Response

  Date: 05/08/2023

  Complaint ID#: ******** - ***********************
  
  
  Hello,
  
  We have read the complainants comments, and apologize for any inconvenience she may have experienced. In September 2022, the complainants account changed ownership to API.Although this account is owned by API, Fluent Home continues to provide all services outside of billing, with all billing services provided through API. 
  
  According to our records,the customers last payment to API, was in January 2023. On April 4, 2023, by check, the customer paid $89.97, which paid for February, March, and April 2023.On April 6, 2023, the customer received 2 months account credit, covering May and June 2023.
  
  As stated above,the customers account is in good standing, and has not been sent to collections.  At this time, the customer will not eligible for a refund.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:04/20/2023

  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 reached out to the company in January to cancel my services and their response was just email them. They never once stated there is any auto renewal or any extended fees to canceling my contract with them. Just simply send the email and that I was going to be month to month. I sent them the email February 24. I also followed up on the email and was only told to call them to cancel so I have gotten different responses multiple times. Today when I called is when they finally told me that there is an auto renewal. They were extremely rude then they refuse to cancel the service. This is such fraud! Especially because they do not tell you any of this when you call in to cancel until after it automatically renews on you and then they say youre stuck in a 36 month term again

  Business Response

  Date: 04/20/2023

  Good Morning, 

   

  Please place this complaint under fluent homes bbb account, we have escalated to fluent for resolve

   

  Sincerely

  Rose

  Business Response

  Date: 05/05/2023

  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 according to our records, on April 20, 2023, API cancelled the customers account. The account has a past due balance of $137.98, and is not eligible for a refund.
  
  At this time, Fluent Home can confirm that the Complainants alarm monitoring agreement has in fact been terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19957820
  
  I am rejecting this response because:

  there should not be any remaining balance owed per API.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/08/2023

  Complaint ID#: ******** - ***************************
  
  
  Hello,
  
  We have read the complainants comments. This account is owned by API. If the customer believes she is to received a refund, she would need to contract API directly.
  
  Thank you

• Initial Complaint

  Date:04/18/2023

  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 began home alarm monitoring service with Fluent Home in July of 2022 and was billed $55.99 each month for service. Beginning in January of 2023 billing was taken over by A.P.I. Alarm Service. In January and February of 2023 I was billed $55.99 by both A.P.I. and Fluent Home. I called Fluent Home on Feb. 14th and was told by the Collections Specialist *********************************** that collection would stop by Fluent Home and that they would refund the $111.98 that I was overcharged. The collection by Fluent Home has stopped but they have not refunded the money as of this date.

  Business Response

  Date: 05/04/2023

  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. According to our records, on April 20, 2023, an ACH refund was submitted, to the account listed on file, in the amount of $111.98, for the double charges of January and February 2023. Please allow 5-7 business days for the refund to arrive.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:04/15/2023

  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.

  On 04/04/23 my 82 yr old mother and I called Fluent Alarm Systems to request external security cameras be installed at her home. The order was scheduled for 04/07/23 between 12:30pm - 2:30pm. On 04/07/233 no one came to do the installation. We called Fluent on 04/08/223 and were told that there was no appointment schedule for installation but my mother was charged $1,073 which had been direct debited from her bank account. We requested a full refund, the guy transferred us to the ************ where no one picked up the phone and we were instructed to leave a voicemail. I left 3 in depth voicemail messages between 04/08/23 - 04/10/23. No one has called us back and the $1,073 has not been refunded back into my mother's bank account. I believe ********************** has taken advantage of my mother as a senior citizen. Please make Fluent refund the $1,073 back into her bank account immediately. They charged her $1,073 and knowingly didn't even schedule an appointment provide the service for which she has been charged.

  Business Response

  Date: 05/01/2023

  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. According to our records, on April 24, 2023, an ACH refund was submitted, to the account listed on file, in the amount of $1,073.00. Please allow 5-7 business days for the refund to arrive.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19939675
  
  I am rejecting this response because:
  The refund was received on 5/1/23 after I called Fluent Alarm for a 4th time on Saturday 4/29/23 and was told no refund was in progress. I told Fluent i filed a complaint with BBB and the ******* ************************* THEN Fluent processed the refund which I finally received on 5/1/23! Fluent lied in their response to BBB!
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/06/2023

  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.

  Called fluent home to cancel contract after 3 year agreement, was in contact with ****** who informed us that we would not be able to cancel contract due to contract automated renewal for another 3 years. was told by sales person we would be month to month payment after 3 years and would be able to cancel or choose a shorter contract. When trying to reach a resolution with ****** we were told there is nothing he can do and would not transfer us to anyone else. he became hostile and told us we would be in contract for another 3 years and would not be able to cancel until ****.

  Business Response

  Date: 04/19/2023

  Complaint ID#: ******** - Crystal ************* Marines
  
  
  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, they called Fluent Home to cancel their contract, after 3 year agreement, and spoke with the *********************** who informed them that they were not able to cancel, due to the contract automated renewal for another 3 years. The complainant wishes to terminate their alarm monitoring agreement,with no penalty.
  
  We have reviewed the Account Signers file, and on January 28, 2020, he signed a 60 month agreement,ending January 28, 2023. And on January 28, 2023, the agreement auto-renewed for an additional 36 months, ending January 28, ****.
  
  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.
  
  Our records indicate, that on April 6, 2023, the customer contacted our office, wanting to cancel. We advised of the auto-renewal. The customer got upset and stated he will go to the BBB. We offered to lower the monthly rate, to which he stated,he was going to put a stop payment.
  
  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.
  
  At this juncture, our offer to lower the complainants monthly rate still stands. Should the Account Signer still wish to cancel his service, he would be required to pay eighty percent (80%) of the remaining balance, left on the agreement.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree to take the lower rate but would like to be let out of my contrct at the end of the extended contract. I would also like to change the card on the account 
  Sincerely,
  
  Crystal Marines

• Initial Complaint

  Date:04/05/2023

  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.

  Alarm service was sold from a company that equipment was working perfectly fine to s company where the equipment would constantly alarm. Contract was to end 10/22 or 11/22. Called before payment due date for what was supposed to be the last payment. Called to cancel and was informed we had to cancel 30 days in advance and were signed into a new contract. We as the home owner were not aware and did NOT authorize a continuation of services that did not work and had not been used in over a year. Company would not allow cancelation 6 months in advance without paying them a remaining balance, for service not used. We now face collections due to the company not allowing us to cancel without paying over $2000. Entrapment is the word that comes to mind

  Business Response

  Date: 04/19/2023

  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, her contract was to end October or November 2022, and called before payment due date, for what was supposed to be the last payment, and when she called to cancel, she was informed they had to cancel 30 days in advance and were signed into a new contract, and as the homeowner, were not aware, and did not authorize a continuation of services. The complainant further  claims the company would not allow cancellation 6 months in advance without paying the remaining balance.
  
  We have reviewed the complainants file, and on June 19, 2012, a 60 month agreement was signed,ending June 19, 2017. On June 19, 2017, the complainant signed a 60 month agreement,ending June 19, 2022. On March 21, 2018, the account was placed on a 3 month suspension, adding 3 months to the end of the agreement, with a new end date of September 19, 2022. On September 19, 2022, the agreement auto-renewed for an additional 36 months, ending September 19, 2025.
  
  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, this is no Notice of Cancellation on file.
  
  Our records indicate that on October 28, 2022, the customer contacted our office, wanting to cancel. We advised her, she is under contract, offered to fix the system, to which she refused, stating she will continue to fulfill.
  
  On January 25,2023, the customer contacted our office, wanting to cancel, stating she was advised by the last representative, that it renewed unless we received 30 days written notice. Our office confirmed this, then informed her, if she wanted to cancel early, she would need to pay the balance owing. On April 4, 2023, we reiterated the same information from the January communication.
  
  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.
  
  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 Complainant still wish to pursue the termination of her  agreement, she would be required to pay eighty percent (80%) of the remaining balance, left on the agreement terms,approximately $1,261.00.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  These people are HORRIBLE to deal with about everything. I want to cancel - they said I signed up for a multi-year contract. Fine. What's my buyout $$ - I just want this crappy system out of my house. They gave me this insanely expensive buyout - which is more than the monthly fee x the # of months allegedly remaining.
  
  I need a document to send to my local police department - can't find anyone to send it to me.
  I'm having multiple issues with the panel. I had a low battery alert - hit the bypass and then replaced the battery. You'd think that would be the end - NO!!! I have a stupid alarm going off all day every day and need to go through the process over and over and over.
  
  I spend hours on hold and get no resolution. No way of using "chat" or an email for support. You must sit on the phone and wait for someone to answer the call - and they never do. I guess if Fluent doesn't answer their phone - no one can cancel the service. HOURS on hold - no results.
  
  I want this garbage RIPPED out of my wall and make it go away.
  How do I get to a place in life where I never have to deal with these crooks again?
  
  Bad Service, Unscrupulous Tactics - No way to cancelling.

  Business Response

  Date: 04/15/2023

  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 wants to cancel, and was told she signed up for a multi-year
  contract. The complainant wanted to know her buyout, and was given an insanely
  expensive buyout, which she claims is more than the monthly fee x the # of
  months allegedly remaining. The complainant also needs a document to send to
  her local police department and can’t find anyone to send it to her. She claims
  she is having multiple issues with the panel, a low battery alert, so she hit
  the bypass, replaced the battery,  thinking it would end, yet she has an alarm
  going off all day, every day and needs to go through the process over and over
  and over. The complainant further states, she spends hours on hold, as there is
  no way of using “chat” or email for support. The complainant wishes to
  terminate her alarm monitoring agreement.
  
  We have reviewed
  the complainant’s file, and find a few discrepancies with her claim. On August
  6, 2019, the complainant signed a 60 month agreement, ending August 6, 2024.
  
  We see that the client has had some minor technical issues. In October 2019,
  the customer contacted our office, via email, stating the doorbell alarm was
  not responding, and on October 14, 15 and 18, 2019, our office called the
  customers. There was no answer and voice messages were left. On October 18,
  2019, a text was sent, and an “unable to reach you” letter was also mailed.
  
  In February 2020, a battery was changed in one of their door/window
  sensors. When asked if further help was needed, she hung up. In June 2020, via
  text message, the customer stated she needed help with the cell phone communication
  failure. Dual path was enabled, issue resolved. Also in June 2020, they needed
  to set up video analytics. A technician attached the home, and set up both cameras.
  
  In May 2021, they changed WiFi settings and their doorbell camera was
  not working. After troubleshooting, the camera was working. Our office was
  attentive to these issues, and worked with the customer towards a resolution.
  After further review of the complainant’s file, there is no communication
  regarding their alarm going off all day, every day.
  
  Section 2.4, of their agreement states, “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 will be required
  to pay eighty percent (80%) of the remaining balance.”
  
  As requested, we
  have attached the customer’s Buyout of Contract letter.
  
  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:  [email protected];  by FAX: ###-###-####, or by certified mail
  to:  Fluent Home, *** ** ***** *** ***** *****, Draper, UT 84020.
  
  Once we receive the
  written, signed Notice of Cancellation, and final payment, Fluent Home can
  confirm that the complainant’s monitoring agreement will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:04/02/2023

  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.

  I have been paying my monthly alarm fee of 32.99 every month since the start of service in 2020. In December 2022, the payment was switched into my ex-wife's name. This was confirmed by Fluent. However, my card continued to be charged 32.99 every month of 2023 so far. January, February, and March I was charged 32.99 per month despite the below conversations.
  February 7: spoke with Lexi. She states in December 2022, the payment came out of the checking account that was updated by my ex-wife, ****** ********. But Fluent charged my card 32.99 in January and February. They said they would refund those charges to my credit card. No refund was issued.
  February 24: spoke with Chantel. She said she would email the billing department to figure out the status of the refund. I had called ###-###-#### multiple times before reaching someone about this issue.
  March 1: spoke with Chantel again. She stated ******'s banking info is on file to charge her card next month. She stated she will escalate the status of the refund.
  March 7: My credit card was charged 32.99 AGAIN despite Fluent having stated that they would stop charging me. I called Chantel and she said my card would be refunded all charges AGAIN.
  April 1: I was emailed this from Fluent:
  "FINAL NOTICE- your Fluent Home account is severely past due in the amount of $32.99. This is your final notice before your account will be referred to a third-party collections agency for the past due balance of $32.99 as well as the remaining balance of your contract in the amount of $749.55. To avoid damage to your credit rating you need to call us at ###-###-#### today to stop your account from being terminated due to non-payment."
  I called Fluent immediately, was not able to reach anyone. I have no idea why any amount owed would be sent to collections as I have been trying to cancel my payment and my affiliation with this account for several months.

  Business Response

  Date: 04/18/2023

  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.
  
  We have read the
  complainant’s comments, and apologize for any inconvenience this customer may
  have experienced. According to our records, in November 2022, the complainant’s
  routing and account information was changed and updated with the account holder’s
  routing and account information, with payments beginning December 5, 2023.
  
  Our office has
  contacted API asking them to confirm that the account holder’s banking
  information is on file, and that the monthly payments, for this account, are to
  be taken from this account only.  We have
  also notified API to refund any payments that may have been from ****, after November
  23, 2022, be refunded back to ****.
  
  Fluent Home can
  confirm that the complainant is no longer on the account, and will notify API to
  discontinue sending past due, delinquent and/or collection notices.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home