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:03/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent has been a sub par home security system. We have had our system since June 8, 2018. On a 3 year contract. What was not disclosed that the auto renew would be applied after the contract was up. The auto renew was for 3 additional years and to opt out you had to submit a paper to the company (30 day window) before the contract was up. (Never disclosed to us)This is very misleading and unprofessional. The company that was affiliated with Fluent was stay safe security. Which was owned by ********************* that has been involved with multiple shady business practices while with fluent that resulted in Fluent terminating his contract to be a dealer.

  Business Response

  Date: 04/10/2023

  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 have had their system since June 8, 2018, on a 3-year contract,and what was not disclosed was that the auto-renewal would be applied after the contract was up. She claims, the auto-renewal  was for 3 additional years, and to opt out,you had to submit a paper to the company (30 day window) before the contract was up. The complainant wishes to terminate her alarm monitoring agreement,with no penalty.
  
  We have reviewed the Account Holders file, and on June 8, 2021, her original agreement ended,and auto-renewed for an additional 36 months, ending June 8, 2024.
  
  With respect to the renewal clause, the renewal term is valid and enforceable. Section 2.4 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 sent by FAX and/or by Certified Mail. . .  
  
  Located above the customers signature, in all caps and bold face type is, NOTICE TO CUSTOMER.
  Section 4.1, of their agreement, in bold face type and in all capital letters, states, Do not sign this agreement before you read it. . .
  
  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 Account Holder 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.
  
  Sincerely,
  
  
  Fluent Home

• Initial Complaint

  Date:03/10/2023

  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 February the 14th I woke up and passed by my alarm, It didn't go off but the red light was on. I called Fluent and we did trouble-shooting two different times when I called but did not work. The rep said he would send someone out to my house they would call me when ready to come, a few days passed. I called them back they said the same thing. On the 27th of February a woman called saying someone was coming but I told her I was working. I haven't heard back from them. I want to cancel the contract, i'm sure they have serviced other people since 2/14/2023. But if I can't cancel I don't expect to pay until the problem is resolved. If they want me to keep the contract, since they breached it they can give me a free camera and I continue to pay the same price

  Business Response

  Date: 04/07/2023

  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, on February 14th, she passed by her alarm, it did not off, but the red light was on, called Fluent and did some troubleshooting, but still did not work. She also states the representative said he would send someone out to the house, and would call when ready to come, and after a few days passed, she called back, was told the same thing. On February 28th, she received a call,saying someone was coming, and she told the women, she was at work, and hasnt heard back. The complainant would like to cancel her alarm monitoring agreement, and if they want her to keep the contract, she would like a free camera, and continue to pay the same prince.
  
  We apologize for any inconvenience this customer may have experienced with her technical issues. After
  reviewing the customers file, we see that the customer has had some minor technical issues with their panel.Our records indicate that a technician attended their home on March 28, 2023 and made the necessary repairs to the system.
  
  At this time, the customers account will be credited for one month of downtime, in the amount of $36.55. Should the complainant experience any additional technical issues, Fluent Home is prepared to dispatch a technician to do a full system check and replace any faulty devices.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  

  
  Fluent Home

  
  

• Initial Complaint

  Date:03/08/2023

  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 have a five year contract and my contract is up 07/2023, My door camera has not worked for over three years. I have contacted them and I was informed that I needed an electrician because there was no electricity to the door bell. I called a electrician confirmed that there is electricity to doorbell. I contacted customer service again and Informed them that I have had electricity to the doorbell and I requested a refund and customer services stated that they do not offer refunds. I have not had my door camera since 03/09/2020. I pay $58.99 for security including the door camera. My bill is not itemized. I would like a refund for the total months that my door camera has not worked.

  Business Response

  Date: 04/05/2023

  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.
  
  The complainants states, she has a 5 year contract which is up July 2023, and claims her camera has not worked since March 9, 2020, and when she contacted Fluent, she was informed an electrician was needed, as there was no electricity to the doorbell. She also claims, she called an electrician, who confirmed there was electricity to the doorbell,then contacted Fluent customer service again, informing  them, she has had electricity to the doorbell,requested a refund, and was told by customer service, they do not offer refunds. The complainant is requesting a refund for the months that her door camera has not worked.
  
  We have reviewed the complainants file, and see that the customer has had some minor technical issues with their camera. In 2018, the doorbell camera was not recording, and after rebooting, the camera was working. In 2019, they changed WiFi, and after resyncing, the camera was working. In 2020, there were no camera issues reported. And in December 2021, a technician attended the home to replace the doorbell camera. The technician noted, there was no power going to the doorbell camera, adding that the chime/doorbell transformer might need replacing. As he was not knowledgeable in this, he suggested an electrician to come out to fix the wiring.
  
  In February 2022, we advised the customer, that due to liability concerns, we could not schedule an electrician, and once she called an electrician, to fix the power supply to the doorbell, we would then send another technician to fix the doorbell camera, and apply downtime credit to her account. The customer stated, she would call an electrician and get back to us.
  
  We next heard from the customer November 23, 2022, when she called our office, informing us she had been having issues with her doorbell camera since March 2020. We checked the service ticket on file, advising the customer, that when the technician was sent out December 21, 2021, he noted there was no power coming from the doorbell camera, and suggested an electrician.The customer stated, that the electrician said there was power coming from the chime box. We then informed the customer, that there is a voltage requirement,for the doorbell camera, and advised her to have another technician replace the chime box. When the customer stated, she wanted reimbursement, for the amount she paid for the service, she was transferred to our Resolutions department,who offered to lower her monthly rate by $2.00, advising the customer, we would not be reimbursing anything prior, to which she accepted.
  
  Our office was attentive to the customers technical issues, and worked with the customer towards a resolution. The customers system is working, and we apologize for any inconvenience this customer may  experienced with their camera. Should the complainant experience any additional technical issues,  Fluent Home is prepared to dispatch a technician, to do a full system check and replace any faulty devices.
  
  Thank you for your anticipated review of this matter.
  
  Sincerely,
  
  
  Fluent Home                                                                                

• Initial Complaint

  Date:02/20/2023

  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.

  Had contract with company. Experienced poor service and cancelled account. Getting hounded by company for money and giving dubious dates for end of service. Want to end relationship with company once and for all

  Business Response

  Date: 03/09/2023

  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, he had a contract with Fluent,
  experienced poor service and cancelled his account. He claims he is getting
  hounded by the company for money and giving dubious dates for end of service.
  The complainant wishes to end the relationship, with the company.
  
  We have reviewed the complainant’s file, and on May 23, 2019,
  he signed a 60 month agreement, ending May 23, 2024.  
  
  In June 2022, the customer contacted our office, requesting
  to cancel, and requested his Buyout of Contract (payoff) letter. In July and
  August of 2022, our office again, sent the customer his buyout of contract
  letter. On July 14, 2022, we received his Notice of Cancellation. To date, our
  office has not received the customer’s final payment, therefore, his account
  remains active.
  
  Section 2.4, of his 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 understand, acknowledge and agree to the following. . .you will be required
  to pay the company an amount equal to eighty percent (80%) of the remaining
  balance.
  
  We have attached the complainant’s Buyout
  of Contract (payoff) letter.
  
  Once we receive the
  complainant’s final payment, Fluent Home can confirm that the complainant’s monitoring
  agreement will in fact be terminated. Should he elect not to send the final
  payment, his account will remain active.
  
  Thank you for your anticipated review of this matter.
  
  Sincerely,
  
  
  Fluent Home

• Initial Complaint

  Date:02/16/2023

  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.

  The salesman who sold me the service through Fluent was Beerjas Bath (agent #TF247859) on 10/10/22.The salesman asked if I had Northstar (my old security company), and stated he was checking security panels. After he looked at the panel he stated he was from another company (Fluent). I was not told that Fluent would open a line of credit in my name through a third party to pay off the equipment. I did not know this had been done until it appeared on my credit report. I was not told explicitly that I was entering into a 5 year contract. I told the salesman that I would be moving in around a year and a half and all he said was that I could take the system with me when I move without telling me how long I would be responsible for paying for the system. I was told Fluent would reimburse me for the remaining time on my contract with Northstar. I was told I just needed to send a copy of the bill for the remaining amount owed to Fluent. I said I was worried I would not be fully reimbursed. I was told I just needed to send the bill to Fluent within 6 months.The Northstar bill was around $700. I sent it to Fluent on 12/6/22. About a week later I received a phone call that the reimbursement was around $450. I did not receive the check for the payoff within 2 weeks and contacted Fluent. Below is a timeline of events.12/27/22: Emailed to say that I never received the check.12/28/22: Received reply to allow another week for the check to arrive due to the holidays.1/5/23: Emailed stating the check had still not arrived. Received reply that the account team was being consulted.1/15/23: Emailed for updates.1/17/23: Received a response stating the request was resubmitted.1/29/23: Emailed for updates.1/31/23: Received email stating it had been escalated and should receive a response in 24 hours.2/3/23: Emailed for updates 2/7/23: Received email stating it had been escalated and should receive a response in 48 hours.2/16/23: Emailed for updates.

  Business Response

  Date: 03/10/2023

  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, the salesman who sold her service through Fluent, did not tell her Fluent would open a line of credit I her name, through a third party to pay for equipment. She also claims, she was not told explicitly, that she was entering into a 5 year contract. The complainant further states, she was told that Fluent would reimburse her for the remaining time on her Northstar contract, about $700.00, and after sending a copy of the remaining amount owed, she was advised Fluent would reimburse around $450.00, and still has not received the check. The complainant wishes full reimbursement of the funds, paid to her previous provided.
  
  We have reviewed the complainants file, and on October 10, 2022, she signed a 60 month agreement, ending October 10, ****. Prior to installing our service, the complainant participated in our Welcome Call video-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 complainants file, we note that the complainant responded affirmatively when asked about the length of their agreement, indicating they had an understanding of the length of time they were signing for.
  
  The complainant also signed a General Clarification Questionnaire, Equipment Finance Questionnaire (stating the monthly fee, payable to Fortiva), Schedule of Protection (installation summary) and HOI Certificate. A few notable points from the General Questionnaire:
  
  Point #1:  I am entering into a sixty month agreement with Fluent... 
  
  Point #7:  I understand that my Fluent consultant has agreed to assist with the balance of my existing or previous alarm company agreement. I understand that this assistance is for the lesser of the entire balance owed or up to $0.00.I understand that I am personally responsible for any amount is excess of this amount, and that I must provide documentation of balance owed within 120 days of installation to be eligible for this assistance.
  
  We apologize for any inconvenience this customer may have experienced, regarding the payment of her previous providers Buyout of Contract payment. There was a system processing issues, which as been resolved. and the customer should receive her check within the next 2 weeks. Alternatively, we would like to offer the customer, an ACH refund. If she is interested in this option, one of our billing representatives will reach out to the customer, to complete this transaction.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 03/13/2023

   
  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. I appreciate the response and will be satisfied receiving the buyout amount for the previous alarm service, as that is what I was requesting in my complaint. Concerning the salesman, I realize it is my own responsibility to review the contract and the video shown more carefully; I just wanted to alert people to the business practices of the salesman in the hope that others will be on the alert for such tactics.

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

• Initial Complaint

  Date:02/11/2023

  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 have had Fluent Security for several years. However I cancelled it on 12/29/22. The alarm was in my husbands name who died. I was told to send a death certificate which I did by email on 12/29/22. My last payment was made on 12/27/22. On 1/4/23, a place called API Alarm ****** withdrew a new alarm payment of $67.66. I called both Fluent and Alarm ****** on 1/5/23 and told them to refund my money. The person at Fluent agreed that the $67.66 should not have been charged and I should get a refund and that he was looking at my file and the alarm was cancelled. He said he would contact ******. This was a company they hired to do the billing. I called Fluent again I sent another email to Fluent on 1/23/23 telling them the money had not been refunded. I called ****** again on 2/7/23 and they said they had to call Fluent. Im getting the run around. All I want is the $67.66 refunded. ****** said they have to call Fluent and Fluent said they have to call ******. My account number with ********************** was *****.

  Business Response

  Date: 03/08/2023

  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.
  
  Initially, Fluent Home would like to extend our deepest sympathies regarding the complainants loss of her husband.  We have reviewed their file, and our records indicate that the husbands death certificate was received December 29, 2022.
  
  Our records also indicate, API has been notified to refund the customer $67.66, for January 2023. Our office has again, notified API to refund any payments that *** have been taken after December 27, 2022.
  
  We apologize for any inconvenience this customer *** have experienced.At this time. Fluent Home can confirm, the complainants 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 complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 03/13/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19387586
  
  I am rejecting this response because: As of today, 3/21/2023 I still have not received my refund.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2023

  Complaint ID#: ******** - ***** (*******) ******
  
  
  Hello,
  
  Thank you for responding.
  
  Regarding the customers refund payment, Fluent Home will refund the customer in the amount of $67.99, to the method of payment listed on file. Please allow **** days for the refund to arrive.
  
  Thank you

  Customer Answer

  Date: 03/26/2023

   
  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:02/08/2023

  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 contacted customer service to cancel my service that is up for renewal at the end of February this year. I was informed I can't cancel as I missed my window to mail or fax a written request and am now signed up for another 36 months.No one has ever reached out to me prior to the cancellation deadline per ********** automatic renewal law that went into effect the summer if 2022. This feels predatory and from the claims on BBB send to be the norm for this company. Shameful.

  Business Response

  Date: 02/17/2023

  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, he contacted customer service, to cancel his service that was up for renewal at the end of February 2023, and was informed he could not cancel, as he missed his window to mail or fa a written request,and is now in contract for another 36 months. He also claims, that no one reached out to him, prior to the cancellation deadline, per *********** automatic renewal law, which went into effect the summer of 2022.  The complainant wishes for his alarm monitoring agreement to be terminated, with no penalty.
  
  We apologize for the inconvenience this customer may have experienced when terminating their account.Our records indicate that on February 20, 2018, the complainant signed a 60 month agreement, ending February 20, 2023, auto-renewing for an additional 36 months.
  
  According to California Assembly Bill 390, on Automatic Renewals and ****************** offers, the auto-renewal will not be enforced, and the customer is month to month. However, a Notice of Cancellation is required to terminate the agreement and close the account.
  
  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 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:  ******************************;   FAX: ************, or by certified mail to:Fluent Home, ****************************************************** 84042.
  
  Once the signed,written Notice of Cancellation is received, Fluent Home can confirm that the complainants alarm monitoring agreement will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  12/6/22 - I paid the remaining balance of my contract and sent via email a handwritten letter signed by me to request cancellation of my account.12/7/22 - *********************** emailed me to confirm receipt of my cancellation request and forwarded my request to the Resolutions Team. She mentions that my agreement would be canelled 30 days from the date it was received by their office.1/31/22 - received an email asking for payment for February security services from *** Alarm (Fluent affiliated company). I called to inquire about the cancellation letter Fluent said they would send me. Was told it should be sent by the end of February. Also asked about the *** Alarm invoice - was told to ignore it.I sold my home where I had the security system in October 2022. It took me two months for Fluent to tell me how to cancel my contract. After following their very specific instructions (hand written and signed letter, take a picture of it and email them, submit payment for balance of contract) I still have not received any confirmation that my account has been cancelled. Every single time you call you get the run around and no direct answers and every encounter with this company is infuriating. I assume since they have stalled on cancelling my account I will now need to battle this new company, *** Alarm. Pretty ridiculous - never thought I would regret having home security services. 100% regret entering into this contract.

  Business Response

  Date: 02/21/2023

  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 *** have experienced when terminating their account. According to our records, our office received the customers  Notice of Cancellation and Buyout of Contract (final payment) on December 6, 2022.  
  
  Our office has notified API to refund, any payments that *** have been taken after December 31, 2022,   to the method of payment listed on file.
  
  Fluent Home can confirm, the complainants 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 complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising 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 signed a 5-year contract with Fluent Home on Aug. 26, 2016 to monitor my Vancouver, WA home security system. At the time I set up monthly payments that would automatically be withdrawn from my bank account. When we sold our home and moved to another community, I called Fluent in Sept, 2021 to notify them to cancel our service because we had moved. I was told that my request would be forwarded of a Resolution Team and that they would contact me within 3 - 5 business days. When I received no response, I sent email on Oct 1, 2021 asking them to cancel our service. I received a reply on Oct. 6 indicating that a Reolution Team would be reaching out to us. On Oct. 8 I received another response from a different person stating a resolution team had been created and would reach out in 3 - 5 business days. I received another email from the same individual on Oct. 11 stating the same thing. On Nov. 11 I sent an email to Fluent notifying them that we had not heard from the Resolution team and asking when we could expect a response. I received a response on Nov. 2 stating that they had escalated the issue and recreated a Response Team who would reach out to us within 3 - 5 business days. We heard nothing. In the meantime, Fluent was still withdrawing our payment on a monthly basis. Y=This continued until I contacted the bank to put a hold on the payment. Finally on Mar. 22, 2022 I received an email from a third person stating that she had created a Resolution Team to reach out to us. We still heard nothing. Then I started receiving texts from Fluent stating that our account was in arrears for lack of payment. I sent emails on Sep. 29 & 30, 2022 reminding them that we had not lived in the Vancouver house since Sep., 2021. When they continued sending me texts for money owed, I sent another email stating the same thing on Oct. 31, 22. I then called on Jan. 11, 22 and was told someone would call back within 3 business days. No one has. I have all the emails.

  Business Response

  Date: 02/09/2023

  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, he signed a 5 year contract on August 26, 2016
  to monitor his Vancouver home security system, and when they sold their home, in
  September 2021, he called Fluent to notify them to cancel  their service, and was told the Resolutions
  Team would contact them within 3-5 business days. He claims when he received no
  response, he sent an email on October 1, 2021, asking them to cancel their
  service and received a reply that the Resolutions Team would reach out to them,
  and alleges this  happened again on
  October 8th and 11th and November 1st and 2nd, and still heard nothing. In the
  meantime, Fluent continued to withdrawing payments, until he contacted the bank
  to put a hold on the payment. He claims in March 2022, he received an email,
  stating a task was created for the Resolutions Team to reach out to them, and heard
  nothing. The complainant further states, he started receiving text messages that
  their account was in arrears, and in September 2022, sent emails reminding Fluent
  they have not lived in the Vancouver house since September 2021. The complainant
  wishes to terminated his alarm monitoring agreement, with no penalty, and a
  billing adjustment.
  
  We have reviewed
  the complainant’s file, and on August 26, 2026, he signed a 60 month agreement,
  ending August 26, 2021, auto-renewing month to month thereafter.
  
  According to our
  records, on September 21, 2021, our office reached out to the customer at 4:24
  pm, and at 5:15pm, we spoke with the customer, who informed us they are moving
  and would like to cancel. A transfer of address and a transfer of ownership were
  offered, and both declined. On October 27, our Resolutions Team called  the customer two times. There was no answer
  and voice messages were left.
  
  Regarding premature cancellation and how to cancel, Section 2.4, of their
  agreement states, that the agreement, “…will automatically continue from month
  to month thereafter, 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 will be required to pay
  eighty percent (80%) of the remaining balance.
  
  To date, there is
  no Notice of Cancellation on file. To cancel your monitoring agreement, please
  include 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:  [email protected];  by FAX: ###-###-####, or by certified mail to:  Fluent Home, *** ** ***** *., ***** *****, Draper, UT 84020.
  
  In June 2022,
  their account was past due $364.48, for November 2021 thru June 2022, and on
  June 28, 2022, the past due balance was forgiven. The account is now past due,
  in the amount of $273.36.
  
  We apologize for
  any inconvenience this customer may have experienced when terminating their  account. Once we receive their Notice of
  Cancellation, and past due payment of $273.36, 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

  Business Response

  Date: 02/20/2023

  Complaint ID#: ********
  - ****** ********
  
  
  Hello,
  
  Thank you for responding.
  
  According to our
  records, on February 10, 2023, we received the customer’s Notice of
  Cancellation. At this time, Fluent Home will agree to forgive the customer’s
  past due balance of $273.36.
  
  Fluent Home can confirm,
  the complainant’s alarm 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 the
  complainant’s official cancellation confirmation document.
  
  Thank you
  

  Customer Answer

  Date: 02/21/2023

  
  
  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:01/13/2023

  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 had Fluent Home Monitoring installed in my home in 2018. They recently turned their monitoring over to another company. I received a call from *************************** and agreed to start that service. When I contacted Fluent to cancel my service with them, they have refused to cancel my contract. I believe my contract was fulfilled after three years, but they say it is automatically renewed after 36 months. I have the original paperwork, but it says nothing except the original cost. I think they kept the contract. I have discussed this also with SafeHome. Thank you.

  Business Response

  Date: 02/01/2023

  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.
  
  The complainant states, in 2018, she had Fluent Home monitoring installed in her home, and recently turned their monitoring over to another company. She claims, she received a call from **************************** agreed to start that service, and when she contacted Fluent to cancel her service, they refused to cancel, and said it automatically renewed for 36 months. The complainant believes her contract was fulfilled after three years, and is requesting a billing adjustment.
  
  After reviewing the complainants file, the complainants monitoring agreement ended April 9, 2021,auto-renewing for an additional 36 months, ending April 9, ****. Their Notice of Cancellation was received January 13, 2023.
  
  With respect to the renewal clause, the renewal term is valid and enforceable. Section 2.4 of the customers 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.
  
  In January 2023, 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.
  
  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 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

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18811495
  
  I am rejecting this response because:
  I was not aware of the automatic renewal. I was never given a copy of the contract, nor do I remember anyone informing me of this. I have been a good customer. It seems like they did more than turn their billing over to this new company. I would like their service canceled.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/08/2023

  Complaint ID#: ******** - *****************************
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our positions regarding this matter.  
  
  Section 2.4 of the customers 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.
  
  On January 9, 2018, the complainant participated in a Post-Installation survey. This survey is designed to ensure ************** 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 when asked about being provide with the full copy of her monitoring agreement and a copy of the notice of cancellation.
  
  Although this account is owned by API, Fluent Home continues to provide all services outside of billing, with all billing services provided  through API.
  
  Thank you

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18811495
  
  I am rejecting this response because: No, I did not understand there was an automatic 36 month renewal. It is unfair. I also believed when you sold the monitoring service to another company, I was eligible to change to another company. I will also contact the *************************** *************************