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:01/06/2023

  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 have had Fluent security service for over 5 years. I knew I had signed a 5 year contract, which was fine, at the time. I did not realize the contract auto-renewed. I had called several times prior to my 5 year contract to talk about cancelling and they told me the contract was thru **** of 2022. I planned to cancel after **** of 2022 not realizing the contract auto-renewed. I called today to cancel the contract and they said it had auto-renewed for **** and there is no way out of the contract. I would like to cancel and am complaining because when I called prior to my cancellation date no one said anything about needing to cancel prior to **** of 2022 because of auto renewal. This is an extremely underhanded practice and I would NEVER recommend this service to anyone else. I left the corporate world in 2018 and have had to cut back on our expenses, dramatically and still struggle. This is a luxury service and auto-renewal is outrageous and I am confident the company understands that fact. Not feeling any respect for them, at this point.

  Business Response

  Date: 01/20/2023

  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 had Fluent security service for 5 years, knew they signed a 5 year contract, and did not realize the contract auto-renewed. She claims, she called several times, prior to their contract, to talk about cancelling, and was told the contract was thru June 2022. She alleges, she planned to cancel after June 2022, and when she called on January 6, 2023, to cancel, she was advised it auto-renewed until ****, and there is no way out of the contract. The complainant would like to cancel, because when she called, prior to her cancellation date, no one said anything about cancelling prior to June 2022.The complainant wishes to terminate her alarm monitoring agreement.
  
  We have reviewed the Account Holders file, and on June 19, 2022, the 60 month agreement ended,auto-renewing for 36 months, ending June 19, ****.
  
  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.  To date, there is no signed, written Notice of Cancellation, on file.
  
  According to our records, the complainant contacted our office on June 21, 2017, wanting to cancel, due to an incorrect payment withdrawal date. There was no further communication,regarding cancelling, until June 6, 2023, when the complainant contacted our office requesting to cancel. We advised her of the contract end date, offered her a lower rate, to which she declined.
  
  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 Holder  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

• Initial Complaint

  Date:01/06/2023

  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've been a customer for 7 years and was called by the company mid 2020 to lower my payment by $5 a month. It was unclear to me at the time that this call was going to extend my contract for another 4 years. Apparently I said 'yes' according to their customer who allegedly reviewed the call today. Shortly after the call I was sent paperwork to sign via email. I did not sign the paperwork since it was clear to me at that point I was signing a contract extension which I did not clearly understand in the phone call.Today, I called customer service who was incredibly rude. He told me that a written signature was not needed and I was forced into the contract for another 4 years. On the call he raised his voice, said "you don't know everything" and other shockingly rude comments. When I asked to speak to a manager I was told 'management doesn't speak on the phone.' I'm actually still in shock by this interaction.

  Business Response

  Date: 01/19/2023

  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, he has been a customer for 7 years, and was called by the company to lower his monthly payment by $5.00, and claims it was unclear to him, at the time of the call, his contract was going to extend for another 4 years, and after the call ended, he received the paperwork, via email to sign, and did not sign the paperwork, as it was unclear to him, he was signing a contract extension, which he did not understand from the phone call. The complainant further states, he apparently said yes according to the Fluent representative he spoke with, who allegedly reviewed the call. The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  According to our records, on May 26, 2016, the complainant signed a 60 month agreement, ending May 25, 2021.
  
  On July 16, 2020, the complainant participated in a resign survey, when he verbally acknowledged and accepted the terms of the new agreement. During this call, our representative offered to lower his monthly rate from $58.99 to $54.99,with a term of 42 months, then confirming the customers email.  Our representative then stated, he had two questions to ask, to confirm this information, and proceeded to say, The first one is about your price going down...It looks like youve just locked in your new rate at $54.99 a month (plus applicable taxes), is that correct? The customer responded, yes, thats correct. Our representative, then stated, the next one is regarding your term and warranty...Do you understand you have just renewed your agreement and warranty period with Fluent for 42 months, starting May 26,2021?  The customer stated,  Im sorry, say that last part again. Our representative clarified that the last statement was to confirm the warranty and term period for ************************************** ok, sounds good.
  
  On January 6, 2023, the complainant called our office and spoke with our ********************** stating he wanted to cancel. As they reviewed the contract, the customer stated he never signed it. We advised him, that he acknowledged and agreed, and that our representative went over question #2, twice. The Resolutions representative then offered to lower the customers rate by $5.00, to $49.99 (plus applicable taxes) and he accepted.
  
  As mentioned above, the complainant acknowledged and verbally agreed to the terms of the agreement, and was fully aware that the agreement was emailed to him, for his signature, elected not to sign, and on August 5, 2020, started,and continued to pay the new, lower monthly rate, to which he acknowledged and agreed to.
  
  At this juncture,Fluent Home is holding the complainant to responsible for the remaining balance of the agreement. Should the complainant still wish to terminate his services, 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
  

• Initial Complaint

  Date:01/05/2023

  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.

  On Dec 22, 2022 a door to door sales persons convinced my 81 yr old mother who lives in *****, **** to change her security service and to sign up for Fluent security even though she told him she didn't have internet nor a cell phone or an email. She has a "no soliciting" sign by the door and an ADT security sticker on the door. This salesperson created a gmail account for her, even though she doesn't have a way to access it because she doesn't own a computer nor a cell phone. We've tried to access the gmail and the Fluent account with the information the salesperson left with my mother and it seems the password has been changed. There is no way to access any of the documents for this service. I called customer service and talked to a manager on Dec. 29, was told I would be called back and/or emailed with a resolve. I didn't get a response so I called and left a message for the manager on Jan. 3 for to call me back and as of today, Jan 5 I've had no response. She is getting charged for services she hasn't received and is unable to receive because she doesn't have internet nor the equipment for the security system. I would like to get this account cancelled, credit from December, and access to the gmail account the salesperson created.

  Business Response

  Date: 01/18/2023

  Complaint ID#: ******** - ********************* Uber 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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. Our records indicate that we received the customers signed, Notice of Cancellation on January 13, 2023.
  
  On January 13,2023, the customer was refunded $29.99, by the method of payment listed on file, for January 2023. Please allow **** days for the refund to appear.
  
  Fluent Home can confirm, the complainants monitoring agreement has in fact been terminated.There are no further monies owed, and no further monies due, and no further action the complainant needs to take at this time. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18693567
  
  This response is being rejected because there are more actions that have been requested.  When the sales rep signed up ****** for the services, an installer showed up an hour later. The installer told ****** he was just changing the batteries when in fact a computer panel piece for Fluent was installed and the *** piece was removed and taken with the installer. This piece was apparently $1099.31 and charged to a newly created Fortiva account.  The piece was returned to retention managers on January 13 but the *** piece has not be returned back to *************  The installer did not leave the *** piece with ************* 

  While ****** appreciates having the account canceled, she would like the *** piece returned, written confirmation the $1099.31 transaction with Fortiva has been cancelled as well as the email log in information that was created by the sales rep on Dec. 22.
  
  Sincerely,
  
  ********************* Uber

  Business Response

  Date: 02/02/2023

  Complaint ID#: ******** - ********************* Uber c/o *********************
  
  
  Hello,
  
  We have read the complainants comments, and will address each of their concerns.
  
  Regarding ADTs chip. Our installer did remove ADTs chip, relacing it with Fluents chip,however, according to our notes, the installer did not take the chip with him. At the completion of installation, the Account ****** 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 Account Holders file,we note that the account holder responded affirmatively when asked, Did the installer leave all of your existing equipment with you.
  
  Regarding the Fortiva loan. The Fortiva loan was cancelled on January 16, 2023. If written confirmation is needed, please contact ******* for written confirmation, as this was a separate agreement entered into with the Account Holder and Fortiva.
  
  Regarding the email login information. The sale representative created an email address, with the customer, writing her login information on the pamphlet, he left wit her.The customer was aware he was creating it, advising her it was needed so we could send her electronic documents. Prior to creating the email address, the sales representative asked the customer if she needed him to discuss this with anyone else in her family, and she replied no. After further investigation,the daughter sent the sales representative a picture of the login information.
  
  And as previously stated, Fluent Home can confirm, the Account Holders monitoring agreement has in fact been terminated.
  
  Thank you

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18693567
  
  I am rejecting this response because the installer did remove ***s chip, replacing it with Fluents chip but did not leave it with *********************. When asked, ****** will tell you she did not know a new system was installed and that the "installer" just changed the battery. I have cleaned her house and there is no sign of the *** chip. She had all of the other documentation though The post installation survey must have been completed by the installer himself and not ******. Again, another example of how this company and their staff operate.  I have no confidence this company will own up to the deceptive practice because they violated the 3 day cooling off period and leaving the *** chip as required by law No need to get this resolved. This company will never admit they took advantage of an elderly woman.

  
  ********************* Uber

  Business Response

  Date: 02/07/2023

  Complaint ID#: ******** - ********************* Uber c/o *********************
  
  
  Hello,
  
  Thank you for responding.
  
  As previously stated, the installer did remove ADTs chip, replacing it with Fluents chip. We cannot monitor every transaction at the door, and as such, at the completion of installation, ************ participated in a Post-Installation survey, to ensure ************** completed the installation to the clients satisfaction,and that the agreed upon devices were installed in the home. In reviewing the customers file, we note that when ************ was asked, Did the installer leave all of your existing equipment with you, ************ responded yes. When Ms. *** was asked,Did your technician replace the batteries in all of your existing security devices? ************ responded yes
  
  As stated above, it is our position that we were transparent, and did not take advantage of *************
  
  Thank you

• Initial Complaint

  Date:01/04/2023

  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 thank I sent my problem to the wrong fluent. But we moved 4 years ago. Payed for a alarm system we did not **. After three years tried to cancel was told someone would call us back. Never did,so when I finally got someone I was told it was to late we had to pay three more years. I looked them up and found out they have been doing people like this all the time. This is not a good company. I called in in plenty of time to cancel they do this so they can try to make people pay for three more years. We have not had them monitor our house for 4 years but we paid for three. If you look you will see I would like to get a law. suit against this company.

  Business Response

  Date: 01/12/2023

  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 moved 4 years ago, paid for an alarm system they did not use, and after 3 years, tried to cancel, and were told someone would call them back, and when no one called, she claims she finally got someone, and was told it was to late, and had to pay three more years. The complainant would like to terminate their alarm monitoring agreement, with no penalty.
  
  We have reviewed the complaints file, and on May 29, 2018, the complainant signed a 42 month agreement, ending November 29, 2021. And on July 13, 2018, due to moving, the account was suspended four (4) months. The 4 months were added to the end of the agreement, with new agreement end date of March 29, 2022. On March 29,2022, their agreement auto-renewed for an additional 36 months, with the agreement ending March 29,2025.
  
  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 be sent by FAX and/or by certified mail.  To date, we have not received the customers 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,   Signature, and submit to, Fluent Home, via:email:  ******************************;  by FAX: ************, or by certified mail to:  Fluent Home, ****************************************************************.
  
  At this time, the customers account is ********************** the amount of $419.90, for March,April, May, June, July, August, September, October, November and December 2022.The customer also owes $41.99, for January 2023.  
  
  We apologize for any inconvenience this customer may have experienced when terminating his 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,however, the customer is required to send in their Notice of Cancellation, their past due payment of $419.90, and January 2023s payment of $41.99. Once we received these items, Fluent Home can confirm that the complainants agreement will in fact be terminated. Should the complainant elect not to send these in,the account will remain active.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18686012
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/27/2022

  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.

  December 27, 2022 We canceled a service with Fluent home and they have continued billing **. Now they still won't cancel service and say that we owe them back payments as well. We canceled payment at bank and now they charged us again. Each time it costs us ***** to cancel at bank. this company will not stop charging our bank.

  Business Response

  Date: 01/02/2023

  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, on December 27, 2022, they cancelled service with Fluent Home and they wont cancel, have continued to bill them, and were also told they owe back payments as well. They also claim they have cancelled payment at the bank and were charged again. The complaints wishes to terminate their monitoring agreement, and requesting a refund.
  
  We have reviewed the complainants accounts, and on August 21, 2021, their monitoring agreement ended, auto-renewing month to month, thereafter. Prior to December 27, 2022,there were no communications with the customer regarding the cancellation of their service. Beginning February 2022, our office attempted to contract the customer regarding their account. Numerous collection emails and  letters sent, with phone calls and voice messages left. with no response received. 
  
  On December 27,2022, via Live Chat, our office attempted to communicate with account holders husband,and when he would not verify himself, we asked that he please call in so we could verify using other methods. Later this same day, the customer and her son contacted our office, wanting to cancel, stating they thought it was cancelled as they called in. We advised them of the contract end date, and how they are now month to month,  due to no Notice of Cancellation.They argued this and stated they would contact an attorney.
  
  At this time, the account holders account is 8 months past due, for **** June, July, August,September, October, November and December 2022, in the amount of $399.92. The account holder also owes $49.99, for January 2023.  
  
  Section 2.2 of the 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...  For security purposes, and to protect the customer, a signed, Notice of Cancellation is required to cancel services. To date, there is no Notice of Cancellation on file.  
  
  To cancel your monitoring agreement, please include the following on your written Notice of Cancellation: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation,   Signature, and submit to, Fluent Home, via:email:  ******************************;  by FAX: ************, or by certified mail to:  Fluent Home, ****************************************************************.
  
  Once we receive the Notice of Cancellation, the past due payment of $399.92 and January 2023s payment of $49.99, 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: 01/03/2023

   
  Complaint: 18644290
  
  I am rejecting this response because: After our contract was completed we contacted Fluent via phone calls. We were left with the understanding that it would be cancelled at that time. We were not told of any cancellations needing written requests. We contend that Fluent could have told us at that time and we would have notified them via mail. Now we consider it a bad practice to allow a customer to believe service had been cancelled and continue charging them and letting it backlog. We feel it is their error and should cancel this account and all back charges.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/04/2023

  Complaint ID#: ******** - **** (*******) ******
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  After further investigation of the customers file, and according to our records, the first communication, regarding cancellation, was on December 27, 2022, where the customer was advised of, and provided Notice of Cancellation instructions.
  
  Once the Notice of Cancellation, the past due payment of $399.92 and January 2023s payment of $49.99, are received, Fluent Home can confirm that the complainants monitoring agreement will in fact be terminated.
  
  Thank you
  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18644290
  
  I am rejecting this response because:

  December 27, 2022 was not the first notification of cancellation given to you. You were told several times since April 1, 2022 to cancel our service and every time we were left with the belief that it was canceled. You have changed your story from the first response. In that response you mentioned several calls that you received. You even had the audacity to state that you talked to the husband. Well, for your information, the husband passed away April 1, 2016. How many more changes will you make? How many more untruths will you come up with? This could have been easily resolved if either you would have cancelled the service when we first notified you by phone or simply let us know at that time to send a written notice of cancellation. Instead, you let us believe it was all taken care of and continually billed us anyway. On top of that, we rescinded or cancelled your right to take payment from the checking account and yet you still withdrew money from it and still keep trying to. Our bank has also been notified of your fraudulent banking practices and are monitoring it. I truly apologize that things have gotten this bad but I feel now it is simply a matter a principle and ethics.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/09/2023

  
  Complaint ID#: ******** - **** (*******) ******
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  Initially, we apologize for any misunderstanding regarding the gentleman to whom we spoke with in December 2022. Regarding the customers comments, that we previously stated, our office received  several calls. As previous stated, the customers account became past due, and our office many attempts to contact the customer, via letters, emails,texts, phone calls, to the primary and cell numbers listed on file, to which we received no communication or response, until December 27, 2022, when the account holder and her son called in, requesting to cancel, as they thought it was cancelled as they called in.  
  
  To date, there is no signed, written Notice of Cancellation, from the account holder, on file.
  
  Once the Notice of Cancellation, the past due payment of $399.92 and January 2023s payment of $49.99, are received, Fluent Home can confirm that the complainants monitoring agreement will in fact be terminated.
  
  Thank you

• Initial Complaint

  Date:12/27/2022

  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 signed a 3 year contract for home security and the last year I didn't use the service because there was a hardware issue that got resolved after a month and then a change in my home situation but let the manager know once the contract had ended (a year later), it needs to be canceled. When the time came for the contract expiration I called to ask for the cancellation and they gladly helped me or so I thought. A month later I find out the only way to stop drawing on my account was an in writing request. I did everything the customer service agent told me and still nothing another month later. I've left several email requests and have NEVER received a phone call back. I now have processed a stop payment so they stop drawing from my account. I'm on a fixed income and think the company got more than their fair share after more than 3 years. There are MANY complaints on the internet about this company about the same tactics they list BBB as a reputable company on their home page. I would recommend investigation especially since I have made several good faith attempts to stop payment of a service I haven't used in more than a year and 3 months since contract ended.

  Business Response

  Date: 01/05/2023

  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 apologize for the inconvenience this customer *** have experienced when terminating their account. According to our records, the customers account ended September 21, 2022..
  
  As stated in the Notice of Automatic Renewal Section of the agreement, the agreement will automatically renew. . .unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.  Our office received the customers Notice of Cancellation  October 4, 2022, with their monitoring agreement terminating November 4, 2022.  The customer is responsible for September and October 2022s payment.
  
  Our office has notified A.P.I. to refund any payments that *** have been taken after October 31, 2022,  to the method of payment listed on file.
  
  Fluent Home can confirm, that of the Complainants alarm 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: 01/06/2023

   
  Complaint: 18642614
  
  I am rejecting this response because:
  

  -I didn't see assurances that I would receive a refund for the months of Nov, Dec and now January of $******.

  -November & December's payment (and all precvious ones) was from Fluent and once I did a stop payment frofm my bank (which cost me another $25.00 and should be refunded as well), the January payment was from API which did not stop payment at the bank as the company changed which does not appear to be in good faith.

  -I called my bank yesterday and they saw what had happened and recommended that I close my account which is a MAJOR inconvenience.

  -I had contacted fluent several times (9/29, 10/4 and 12/19) with no response to resolve between customer and vendor. Based on what was stated, no payment should have been taken post Oct ****************************** place and terminated, therefore, isn't that unlawful to continue to take payments? Accountability is very important and I want absolute assurances of no more payments from Fluent, API or whichever company they want to call themselves tomorrow. In addition, I want to know how the refunds will be done and when, so if it may not happen, I can refer back to their own statements.

  -You as BBB, should be concerned of these types of practices as they list BBB on their own website. There are numerous cusomer complaints regarding same tactics from this company. As an agency that is supposed to protect customers, I would hope you would look into their policies as well as lack of customer service responses and encourage positive changes so other customers don't have to go through the same inconveiences and quite frankly, stealing from honorable customers.

  -Total refund ****** + 25.00=$144.97

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

  Business Response

  Date: 01/09/2023

  Complaint ID#:  ******** - *************************
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  The customers monitoring agreement ended September 21, 2022, auto-renewing month to month, thereafter. Our office received the customers Notice of Cancellation on October 4, 2022, with their monitoring agreement terminating November 4, 2022.  The customer is responsible for September and October 2022s payment
  
  Although API become owner of this account in September 2022, Fluent continued to invoice the customer through December 2022. On January 6, 2023, Fluent refunded the customer $79.98, for November and December 2022, to the method of payment listed on file.
  
  In January 2023, API invoiced the customer, withdrawing $39.99 from the customer bank account. Our office has notified API to urgently refund the customer Januarys payment, to the method of payment listed on file.
  
  We apologize for the inconvenience this customer may have experienced when terminating their  account. As previously stated, the Complainants alarm monitoring agreement, has in fact been terminated.
  
  Thank you

• Initial Complaint

  Date:12/16/2022

  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.

  Sent letter to cancel and not renew service on 10/19/21 well before renewal date and wife just noticed payments were still coming out of our account. Call them and told them we cancelled and they say we renewed on 12/21. Account number : ******

  Business Response

  Date: 01/03/2023

  Complaint ID#: ******** - *************************
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, he sent a letter to cancel, and not to renew service on October 19,2021, well before the renewal date, and just noticed payments were still coming out of their account. He claims he called Fluent, told them they cancelled and states they were told, they renewed on December 2021. The complainant is seeking a refund.
  
  We have reviewed the complainants file, and on June 25, 2018, the complainant signed a 42 month agreement, ending December 25, 2021, auto-renewing for an additional 36 months,ending December 25, 2024.
  
  According to our records, on July 29, 2021, our office spoke to the customer regarding a past due balance. The customer said he wanted to cancel, that the agreement was for 36 months. We informed him of his agreement terms, and mailed a copy of his agreement. There was no further communication with the customer until November 3, 2022, when he sent an email, stating, Topic: Moving. We have moved out of state. Our **  house is still on the market for sale, but now live in **, in a rental so we are no longer needing our Fluent service. I need to cancel, asap before the next billing is due.Thank you!
  
  On December 15,2022, when the customer contacted our office, wanting to cancel, we informed him,the agreement auto-renewed, and advised him of his options. He stated, he will look into a Transfer of Address and a Transfer of Ownership,
  
  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 renewal term or any extension thereof. To date, there is no Notice of Cancellation on file.
  
  We apologize for any inconvenience this customer may have experienced when terminating his account,however, as stated above, the renewal term is valid and enforceable. If the complainant wishes to cancel, he would be required to pay eighty percent (80%)of the remaining balance to terminate the agreement. Alternatively, if the customer wishes to move forward with a transfer of address, or a transfer of ownership, both of which can go to anyone, Fluent Home is willing to work with the customer on either of these options.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  
  

• Initial Complaint

  Date:12/15/2022

  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 am currently renting at **** *************. Before I moved in, there was a Fluent tablet already at the home. I called fluent to activate services. Fluent installed and activated my services on June 19,2021. They told me that I needed a new tablet. They took the old tablet that was already at the house before I started renting. I am currently paying for the new tablet that is at the house. I am now moving and called to transfer services. They informed me that they would move the tablet and start my services at my new address. I have called several times about the tablet that was at the home when I first started renting. The tablet they took when they installed the new tablet. When I call, I am told they will call back with a resolution. They have never called me back. I have followed up with them several times and spent hours on the phone. I have not been given a resolution. I am renting at **************************. The owner needs the tablet that was at the house already and I need to take the tablet that is currently at the house because I am being billed for it.

  Business Response

  Date: 12/28/2022

  Complaint ID#: ******** - ***********************
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, he is current renting, and before moving in, there was a Fluent panel already at the home, and when he called Fluent to activate service, he was told he needed a new panel, and claims the panel,already there, was taken. He further states he is moving, is transferring service, and taking the existing panel to his new address, and needs the panel that was taken.  The complainant claims,he has called and has followed up about the about the taken panel, and has received no call back and no resolution. The complainant is requesting that the panel taken, when the new panel was installed, be returned.
  
  We apologize for any inconvenience this customer may be experiencing, regarding their equipment. It is standard policy to package up existing equipment, leaving the equipment onsite, with the customer.  At this time, ********************** would like to work with the customer, regarding the taken panel. One of our agents will reach out to the customer shortly, to discuss options available to him.
  
  If the complainant wishes to cancel, he would be required to pay eighty percent (80%) of the remaining balance to terminate the agreement
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:11/22/2022

  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.

  We are in a 5 year contract for monitoring services. We have about 4 months left and for about the past year the monitoring services have been horrendous. Our living room motion sensor keeps malfunctioning and we called them to have it fixed and the issue still kept happening. We were setting off our own alarm almost daily. When a motion sensor is tripped we are supposed to get a call verifying our safety. This only happened intermittently and a few times when they did call it was ***** minutes after the alarm was tripped. The last straw was when we had our alarm tripped and we were staying at a friends house, we went home to see what was going on, it took almost an hour for an officer to come to the house. I called the company very upset and wanting to cancel our service as we do not feel safe using this service and we finally had, had it. They told me I needed to get the logs for the monitoring service and a letter from the police department proving they got called well after the alarm, they gave me a number to call to retrieve the logs, I call it and the lady tells me she cannot release those to me and that support had to request them, and then she transferred me back, they said they cannot get the logs and refused to try until I insisted they contact a supervisor and request the logs. They said it would be ***** hours before they can get them. I was then told that even if I get the logs the only way to get out of my contract (which we do not have any record of signing, we checked our email and everything) if to buy out our remaining monitoring for 80% of what's left. I said, fine and just wanted to do that but now I have to jump through more hoops and send a "written letter" and they will respond to it in ***** hours. I read many reviews from people online and with everything I read I am seriously doubting they will actually take my buy out. I also read that they will auto roll over your 5 year contract if they don't decide to cancel it.

  Business Response

  Date: 12/08/2022

  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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account.  According to our records, our office received the customers Notice of Cancellation on November 23. 2022, and their Buyout of Contract payment of $170.34 on December 7, 2022.
  
  Regarding the customers alarm event, according to APIs Central Station monitoring history, the log history indicates that on November 19, 2022, at 1:46pm, an alarm was triggered, zone 4/garage. At 1:46pm, the police department was called and dispatched. Central Station then called 360-915-xxxx/left message; called 619-733-xxxx/no answer-unavailable; called 360-915-xxxx/no answer-unavailable; and again called 619-733-xxxx/no answer-unavailable. As stated above, and according to Central Stations history, the police department was called and dispatched. Fluent Home cannot control the acts of the police department.
  
  We apologize for any inconvenience these customers may have experienced due to this alarm event. 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

• Initial Complaint

  Date:11/22/2022

  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 called fluint homes last week to ask them to turn off the security alarm because my contract will be done next month. I was told to call a month ahead so they can turn off the alarm system. They told me I was behind on my payments but they are withdrawaling the money from my account on automatic payments and it doesn't make any sense why I'm behind on my payments. They asked me why I want the alarm system off and I told them I don't want it anymore and they told me it's not a good explanation. Several times while calling them to fix these problems they have ended the call instead of putting me on hold and didn't answer when I called back. A previous time I called about seeing my account balance and was told they dont have access to my account or any way for me to get ahold of someone to figure it out.

  Business Response

  Date: 12/07/2022

  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 the inconvenience this customer may
  have experienced when terminating their account. Our records indicate that we
  received the customer’s signed, Notice of Cancellation, on November 30, 2022,
  with the alarm monitoring agreement terminating December 30, 2022.
  
  Fluent Home can
  confirm, the complainant’s monitoring agreement has in fact been terminated,
  however the customer was doubled-billed for November 2022, and will be refunded
  $64.99. 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

  Customer Answer

  Date: 12/07/2022

  
  
  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,
  
  
  
  ****** ******