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:11/10/2022

  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 have fulfilled my obligation with the contract. They extended the contract without my knowledge. They told me to call back two different times to cancel. They won't let me cancel. They have taken another payment out of my account.

  Business Response

  Date: 11/30/2022

  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.
  
  The complainant
  states, she has fulfilled her obligation with the contract, and they extended the
  contract without her knowledge.  The
  complainant is wishing to cancel her alarm monitoring agreement with no
  penalty.
  
  We have reviewed
  the complainant’s file, and according to our records, the complainant’s agreement
  ended November 17, 2022, auto-renewing for an additional 36 months.  
  
  Section 2.4 of the
  agreement states, that the agreement “…will automatically renew for the greater  of 36 months or the maximum renewal period
  allowed by state law unless cancelled by either of us in writing no later than
  thirty (30) days before the end of the original term, or any renewal term.”  To date, there is no Notice of Cancellation
  on file.
  
  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: 01/24/2023

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

  Business Response

  Date: 02/01/2023

  Complaint ID#: ********
  - ******* *******
  
  
  Hello,
  
  We have reviewed the complainant’s comments, and have not changed our
  position regarding this matter.
  
  And as previously stated, October 20, 2022, was the first communication,
  regarding cancelling. During this call, she stated she had been trying since
  July.  There is no communication in July
  of 2022 regarding the customer requesting to cancel.  
  
  As previously stated, there is no signed, written Notice of Cancellation
  on file. Our offer, to lower the customer’s monthly rate from $53.99 to $43.99,
  retroactive to November 7, 2022, still stands.
  
  Thank you

• Initial Complaint

  Date:11/09/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not and never will recommend or ever use fluent as home security again. on 4-26-2017 they tnstalled their equipment in my home, I was always having trouble with the control monitor on the wall and they never sent any updates to fix the problems. I called several different times to contact them for help but never got any until 9-24-2000 when I decided to go with a different security company. That company technician removed all Fluent equipment and replaced it with their own (I still have Fluent's equipment). Shortly after their equipment was replaced, Fluent sent a service person to my home, he noticed the signs of the new security service I had and he called Fluent and notified them that I was no longer using their services, that I was using another security system. He didn't ever ask about picking up his equipment from me.as my contract was not up yet. I did continue to make monthly payments to Fluent until the contract date was up. I was paying them for no services rendered for serveral months just to honor that contract. When the contract was up, I called the Fluent office to notify them about canceling my contract, he told me to "mail" in my intention to cancel. He failed to tell me that by mailing in my intention I would be 2 days late and they automatically renewed my contract for another 38 months still not providing any "services" for my monthly payment and knowing full well that their equipment is not installed in my house! I have made several /many attempts to settle this between us. I am Senior and live on a fixed income, so I feel they are just taking advantage of me and they just don't care. This is not a company I would ever recommend to anyone. I feel the new contract should be canceled with no more money owed.

  Business Response

  Date: 12/06/2022

  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, on April 26, 2017, Fluent installed their equipment in his home, and he was always having trouble with the control monitoring, but Fluent never sent any updates to fix the problems. He claims he called several times, to contact them for help, but never got any until September 24, ****, when he decided to go with a different security company, and shortly after Fluents equipment was replaced, Fluent sent a service person to his home, noticed the new signs, and notified Fluent that he was no longer using their services. The complainant also states, he continued to make monthly payments, until the contract was up,and when the contract was up, he called Fluent to notify them about cancelling his contract, and was told to mail in his intent to cancel. The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and according to our records, the complainants agreement ended April 27, 2022, and auto-renewing for an additional 36 months. 
  
  According to our notes, there is no communication from the customer, regarding any technical issues, and no service tickets created.
  
  On October 28, 2020,the customer contacted our office to cancel, stating he went with Vivint,declining  all offers.  The customer was then advised of his contract.
  
  Due to the 5G upgrade,a technician was scheduled, and attended the customers home on October 5, 2021.  
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the greater of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. 
  
  We received their Notice of Cancellation on March 30, 2022, with the account terminating April 27, 2022. The customer was therefore responsible for Aprils payment, and did not pay. The customers last payment received was on March 21, 2022. Our office called, sent multiple collection emails and texts, with response from the customer.
  
  At this juncture,the Complainant is responsible for the remaining balance of the agreement. If he wishes to cancel, he would be required to pay 80% of the remaining balance.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18381092
  
  I am rejecting this response because: the company states they called, emailed and text me, this is false, I did not receive any phone calls from them, I dont have a computer or an email account and I dont text and my phone is not set for texting, I am using a third party to register this complaint. I willingly paid off the contract without their equipment in my home with services not rendered and they expect me to honor a new contract with no equipment installed with no services rendered. Thats absurd! I am 74 years old, a senior citizen living on a fiixed income. It took your company 1 year to send a technician out to only upgrade to 5G on equipment that was no longer in service. I dont feel I owe 80% of anything because they have nothing to offer in return.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/14/2022

  Complaint ID#: ******** - *********************************
  
  
  Hello,
  
  Thank you for responding. After further review of the complainants ******** records indicate we received his Notice of Cancellation on March 30, 2022.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the greater of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. 
  
  The customers agreement ended April 27, 2022, and as stated above, 30 days notice is required to cancel. Fluent Home is willing to work with the complainant towards a resolution, and as a one time, good faith courtesy gesture, Fluent Home is willing to terminate the customers agreement, effective April 27, 2022. However,the customer is responsible for April 2022s payment.
  
  Once we receive the final payment, of $59.99, Fluent Home is prepared to waive the remaining balance, on the account, and terminate his alarm monitoring agreement. Should the customer decide not to send in the final payment of $59.99, his account will remain active.
  
  Thank you
  

  Customer Answer

  Date: 12/16/2022

   
  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. Once payment is received by the company, I would appreciate a written noticification of concellation of contract through the US mail system.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/04/2022

  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.

  Contract with Fluent for 5 year term was due to end in July 2022. I sent them a letter by e mail & certified mail, in June, to cancel the contact before it automatically renewed.
  On October 31, 2022 an e-mail from A.P.I. Alarm Monitoring came, not recognizing the sender I reported it as scam or phishing and did not read the notice.
  On November 1, 2022 A.P,I Alarm withdrew $269.40 from my checking account.
  Today (11/4/22) API returned my call about the transaction and I learned they had assumed some portion of Fluent's services.
  Fluent Customer Service told me today that the letter to cancel services was received 3 days after the 30-day notice required by contract.
  I made contact with Fluent in December, 2021, January 2022, February 2022 and March 2022 before I was given the direct number to the department to cancel the service. I was told to contact them after the 1st of June. I spoke to John Webster and followed his directions to e-mail him a letter to cancel this contract. I also sent the letter by certified mail.

  Business Response

  Date: 11/23/2022

  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 her account. Our records indicate the
  complainant’s account ended July 10, 2022, and on June 13, 2022, we received
  her Notice of Cancellation, with her monitoring agreement terminating July 10,
  2022.
  
  On November 1,
  2022, API advised our office, they received a payment of $269.40, for August,
  September and October 2022, and on November 1, 2022, our office notified API to
  refund the customer,  $269.40. Please
  allow 7-10 business days, for the refund to arrive.
  
  Fluent Home can
  confirm, that the Complainant’s monitoring agreement, has in fact been
  terminated. 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: 12/03/2022

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

• Initial Complaint

  Date:11/03/2022

  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.

  March 2022, I was notified Fluent was in the neighborhood of Indy home upgrading systems from 3G to 5G. I contacted them indicating that we would not be in IN until summer & since they can not monitor our home, they offered to suspend service until we returned. In Aug 2022 I received a past due notice for 3 months service for $125.97. I contacted them as I thought monitoring was suspended until we could arrange for Fluent to upgrade our chip. They said they only suspend for 2 months and that even though our home was not being monitored, we had to pay the past due balance. At no time did we receive an invoice for the months of June, July and August. If I had received an invoice in June, I would have contacted them. I sent an email to ***** in support to cancel service as they did not provide services for which they billed me. They would not cancel our service until the past due amount was paid. I refused to pay it and again tried to cancel it. 09/16/22 I tried to cancel the service again. Not only was I told that I could not cancel the service and must continue to pay for monitoring services, but that the chip would now cost me $2000 to install. 10/06/22 I contacted Fluent again and spoke with *****. We worked out a deal in which they would not charge us for the next three months if I paid the past due and that they would pay the $150 chip fee if I paid $199 charged on my AMEX card for a technician to come to our house to install. They would send chip to house. On 10/17 I called and spoke with **** as I did not have chip. **** extended the free months to 4. 10/24 I called and spoke with *****. He said he didn't see any action but would send overnight and have tech setup for 10/28. I received tracking # and saw that the chip was sent ground and would not arrive until late 10/28. Called again and told that Tech would be on Sat or Mon. No tech - left 7 msg and no return calls. On 10/31 was told to install chip and would not refund the $199. Help!

  Business Response

  Date: 11/30/2022

  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, in March 2022, Fluent notified them, they were upgrading systems from 3G to 5G, in ************, and when they contacted Fluent, informing them they would not be there until summer, Fluent offered to suspend service until they returned. She claims that in August 2022, they received a past due notice for $125.97,for 3 months of service, contacted Fluent, as she thought their  account was suspended until they could arrange for Fluent to upgrade their chip. She also ,she was told, the account was suspended for 2 months, and had to pay the past due balance. The complainant alleges,  at no time did they receive an invoice for the months of June, July, and August, and if they had, they would have contacted Fluent. She further states, she sent an email to support, to cancel services, and again, they would not cancel until the past due balance was paid, and on September 16, 2022, again tried to cancel, and was she could not cancel, and must continue to pay for monitoring services, and that the chip would now cost $2000 to install. The complainant states, on October 17, 2022, a deal was worked out, where they would not be charged for the next 3 months, if they paid the past due, that Fluent would cover the $150 for the chip, if they paid $199.00 for a technician to install the chip. The customer claims a technician was schedule for October 28, 2022, did not show, and when she called Fluent, she was advised to install the chip, and would not be refunded the $199. The complainant wishes to cancel their monitoring agreement, and requesting a refund of $125.97 and $199.00.
  
  We have reviewed the complainants file, and find this complaint difficult to understand. The customer claims to have been a customer for 12 years. According to our records,the complainants husband signed a 39 month agreement on September 23, 2016,ending December 23, 2019. On April 12, 2022, the account was suspended 2 months.These 2 months were added to the end of the customers term, with a new end date of February 23, 2020, auto-renewing month to month, thereafter.
  
  On April 12, 2022,when our ********************** contacted the customer, offering a lower rate of $35.99, with a term of 42 month, she explained that they were not in ************, and would not be back until the end of May. When the complainant was asked if she would like to suspend the account, and she responded yes and when asked, how long, the complainant stated, 2 months.  On April 12, 2022, the account was suspended 2 months, ending June 12, 2022. There were no invoices generated for the months of May and June 2022.
  
  Regarding the past due notice. Invoicing resumed July 2022. The past due notice for $125.97, was for July, August and September 2022. As stated above, the customer asked for a 2 month suspension. It is the customers responsibility to notify Fluent if an extension on their suspension is needed.
  
  Regarding the 3G to 5G upgrade. The sunset of the 3G network is an event affecting many different industries across the nation from Ankle Monitors for the court system, GPS Medical Pendants, Alarm Systems,and more. This 3G Sunset is not unique to Fluent Home, and hundreds of thousands of consumers are being affected. Like many others in our industry,Fluent Home has been working tirelessly to update our affected customers across ******* and ******. Fluent Home would like to ensure our client continues to receive the benefit of their system, which is why our team began reaching out to the client at the end of December 2021 to perform the upgrade.
  
  We understand how inconvenient this situation is, however, we feel compelled to let our client know that this type of event is outlined in their agreement. The sunset of a cellular network does not constitute a breach of contract, and is a factor outside of our control.
  
  Section 9. of the System Purchase &Services Agreement states, You further acknowledge that signals are transmitted over communications facilities provided by independent carriers or providers, which are wholly beyond our control and are maintained and serviced,solely by the applicable carrier or providerYou agree to reimburse us for any costs we may incur to reprogram the communicator because of area code changes or other dialing pattern changes. You further understand that transmission facilities currently available and used may not be available in the future (e.g. the discontinuance of common landline telephone service or of existing cellular service), and in such event you agree that in order to provide monitoring service, we may be required to replace or modify your existing transmission facilities. In such event, you agree to pay our standard rates and charges for the installation and use of such facilities.
  
  According to our records, Fluent Home worked with the customer, regarding the 3G chip upgrade.In doing so, Fluent Home offered to covered the cost of the chip ($750.00, not $2,000), charging the customer only $199.99 for a service trip, so long as the customer paid the past due balance of $167.96. Fluent Home also advised, we would credit their account 3 free months, totally $125.97.
  
  On October 6,2022, we spoke with the customer, stating she did not know she was being billed, refusing to pay. On October 24, 2022, the ******* chip was shipped to the customer. On October 31, 2022, when we spoke with the customer, she advised us the technician did not show up. We advised, we could have tech support help her with the install.
  
  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.  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, ********************************************************** 84020.
  
  Should the complainant choose to pursue the termination of her agreement, she would need to return the new cell chip, undamaged, to our office by mail. The address is: Fluent Home - ****** Warehouse
  146 *******************************************************.
  
  Once we receive their Notice of Cancellation, and the *** chip, Fluent Home can confirm that the complainants monitoring agreement will in fact be terminated. Fluent Home will then refund the customer $199.99, for the *** chip.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:11/03/2022

  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.

  Got this system about 3 months ago, with financing the equipment and monitoring, I am over $100/month. This system still does not work properly and I call the tech who installed it weekly. Hes there within a couple days but its still not working. Ive called and was sent to their resolution centre and that operator was not friendly. He started an argument with me when I said I wanted to cancel. He laughed at me and said well u signed a contract so you are stuck with it. I explained I signed a contract for a working system and its been about 3 months of the tech coming almost weekly and still the system is not working. He started the argument there and I finally lost my temper and hung up. So Im stuck with paying for a system that does not do what they said it would and for the price of just over $3000, it should work as intended. **************** is non existent so now I am at a loss. Talked to the salesman who sold it to me, and he said he would look at it the next day and get back to me. That was 2 weeks ago and hes not answering my calls or replying to texts. I would like this contract cancelled, the finance company, *********, cancelled, equipment picked up, no more payments to fluent or *********, and a refund for the payments made already on the equipment.

  Business Response

  Date: 11/23/2022

  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, about 3 months ago, she signed a contract for a working system, and the system is not working properly. She claims, she called the technician, who installed it, and its now been about 3 months of the technician coming out almost every week, and still the system is not working. The Complainant is wishing to cancel her alarm monitoring agreement, with no penalty, wishing to cancel the ********* loan, and to have the equipment picked, and a refund of the payments already made on the equipment.
  
  We see that the customer did experience some camera issues. According to our records, on October 12, 2022, a technician attend the home to add one more extender and fix the doorbell settings, as it was not recording on her driveway, and she needs it recording her driveway.When the technician arrive, he removed the front camera, to the front of the driveway, turned on the motion rule for the doorbell camera, and added one more whole home mesh WiFi system & motion.
  
  On October 19, 2022, when the customer spoke with our *********************** she requested to cancel, stating her system was still not working, We advised, her we would need to send someone out, as we would not be cancelling the contract. She starting swearing, as the representative tried to explain, he was trying to help her. She then stated,fine, send someone out and hung up.
  
  We apologize for any inconvenience this customer may be experiencing due to technical issues. At this time, one of our agents will reach out to the customer, to discuss the issues she is experiencing and to schedule a technician visit.  
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:10/29/2022

  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 filed a request to cancel service with Fluent Home on 9/14/2022. I received a response from them on 9/16/2022 saying that the cancellation would take effect 30 days from the date I requested it and that I would be liable for charges due until that date. On 10/25/2022 they charged my credit card again even though the 30 days had already passed. I have received no information from the company requesting further information or stating that there was any issue with my request to cancel.

  Business Response

  Date: 11/04/2022

  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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. Our records indicate the complainants alarm monitoring agreement ended April 26, 2022, and their Notice of Cancellation was received September 16, 2022. However, the complainant was billed in error on October 25, 2022, in the amount of $41.99, and will be refunded. Please allow **** days for the refund to arrive.
  
  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

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint because I canceled my service on 5/11/2022 and was owed a refund of $51.99.To date I have contacted them 4+ time concerning the refund I still had not received from them. I most recently spoke with them by phone on 9/26/2022 and they said my refund would arrive in 2 days and as of today's date, 10/27/2022, I still have not received my refund.

  Business Response

  Date: 11/14/2022

  Complaint ID#: ******** - *****************************
  
  
  Hello,
  
  My name is ******************* and I am a Consumer Complaint Specialist for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, he cancelled his service on May 11, 2022, and was owed a refund, and to date, he has contacted Fluent concerning the refund he still has not received. The complainant is requesting his refund of $51.99.
  
  We apologize for the inconvenience this customer may have experienced regarding his refund. After review of the complainants file, and according to our records, the complainant was refund $51.99 in July 2022, and another $51.99 in August 2022.
  
  On July 8, 2022, a refund was sent to the account on file, ending in ****, and posted in our bank July 11, 2022. And on August 17, 2022, a refund of $51.99 was sent to the account on file, ending in ****, and posted in our bank as of August 18, 2022.  Both refunds issued were paid out of our bank. The refunds we sent have not been returned.  At this juncture, we recommend that the complainant contact his  financial institution, regarding the refunds.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:10/06/2022

  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.

  Contacted fluey today Oct 6th 2022 regarding a past due balance due to rising cost I got behind. They locked me out of my account so I couldnt access the billing And I can't use my app features so the account is pretty much useless. My contract was up in August 2022. I talked to the collection department about my balance and agreed upon a payment. The payments are auto drafted. Then I told them I wanted to cancel my account since it was over in ******* ******* itself over the past few years I've had this has been crappy. I was promised a new panel with camera view that never happened. I finally just gave up and waited out my contract so I could cancel. After my arrangements with collections I was transferred to the resolution department where I was told because of the past due balance I couldn't cancel. Supposedly I was talking to a supervisor. I told the person I was talking to I wanted to cancel. I was told I couldn't. So none the less my contract is up and not only am I going to be charged my monthly payment arrangement but I'm apparently still going to be charged my monthly payment as well that I can't afford. This is the only company I know that you can't cancel a service and pay off your remaining balance. Credit card companies allow you to close out your account and continue to make payments why can't fluent? Please cancel my account immediately. You have my payment on auto draft

  Business Response

  Date: 10/21/2022

  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,she contacted Fluent on October 6, 2022, regarding a past due balance, that due to rising costs, she got behind, and claims she was locked out of her account so she couldnt access billing. She also states her contract was up August 2022, and spoke with the collections department about her balance, and agreed upon a payment. She then claims, she told them she wanted to cancel her account,since it was over, and after her arrangements with collections, she was transferred to the *********************** where she was told that because of the past due balance, she could not cancel. The complainant further states, not only is she going to be charged her monthly payment arrangement, but she will still be charged her monthly payment as well. The Complainant wises to terminate her alarm monitoring agreement, allowing her to only make her arranged payments.
  
  After review of the complaints account, there are a few discrepancies to her claim. The complainants account ended August 18, 2022, at which time there was a past due balance of $99.98, for July and August, and with the past due balance, and no Notice of Cancellation on file, the account could not be cancelled, and remained active.  
  
  As stated by the customer, that her payments are on auto-draft, according to our records, on June 7, 2022, at the customers request, she switched from auto-draft to direct invoicing, and has been on direct invoice, not auto-draft, since.  
  
  The customers last payment was June 2, 2022, and has since received multiple collection notices, phone calls, letters, emails, and texts, with no response. Due to the past balance, the customers App access was disabled, and will be restored once the account balance becomes current.  
  
  After further investigation, of the customers file, there is no communication regarding a monthly payment arrangement, or monthly payment amount.  
  
  On October 19,2022, we received the customers Notice of Cancellation. As stated in section 2.4, of the customers agreement, 30 days is required to cancel, with the agreement terminating November 19, 2022. The customer is responsible for the July,August, September, October and November payments, in the amount of $249.95.
  
  Once we receive the past due balance of $199.96 and Novembers payment of $49.99, Fluent Home can confirm that the complainants accounts will be terminated. Should the complainant choose not to pay the  full balance of her account, $249.95, her account will remain active.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18179633
  
  I am rejecting this response because: Yes, I turned off auto draft because my account was being drafted with other amounts without my knowledge. I didn't know a company could just take whatever money they decided to without the persons permission. Things after that got tough. I realized I made a mistake. I tried to cancel the account in September, and no one would work with me. I was also never told by anyone that I needed to send in a notice of cancelation. I saw that through other complaints here on the BBB. Furthermore, I have $25 payments set up for the 28th of each month with the collections department for the next 8 months to clear up the past due balance. Did you check with your collections department? I have a very hard time thinking that there's no record whatso ever since they took my payment information for auto drafts each month. First payment should come out tomorrow 10/28. Your company is the worst company to work with. All you care about is money and not people in general. I can't believe someone can't cancel an account and still make payment arrangements to cover the remaining balance. I do not want your service anymore. I keep getting text messages to make my payment or you will suspend my account. My account is already suspended so please cancel it. Furthermore, I called in to have a manager contact me on 10/6 or 10/7 when I made my payment arrangements. No one has contacted me. I've sent several emails for someone to contact me. No one has yet to contact me. Cancel my account and over time I will pay off the amount I owe. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2022

  Complaint ID#: # ******** - *************************
  
  
  Hello,
  
  Regarding the complainants comments, of turning off auto draft due to other amounts being drafted without her knowledge. When the customer contacted our office, wanting to remove her credit card, and change to direct invoice, we advised her, that before she could change, her account would need to be current. We also advise her that section 2.7 Payment Authorization, of her agreement states., I authorize Fluent Home, LLC or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card in the amount identified above as my total monthly payment and including, all past due amounts, trip fees, service fees or amount which my accumulate in arrears, according to the terms above and the conditions of this agreement.  Prior to an additional payment being drafted,several collection notices, phone calls, emails and texts were sent to the customer.
  
  Regarding the customer tying to cancel her account in September, as previous stated, her agreement  ended August 18, 2022, at which time there was a past due balance of $99.98, for July and August. Due to the past due balance, and no Notice of Cancellation on file, the account could not be cancelled, and remained active.  On October 19, 2022, we received the customers Notice of Cancellation. The account will be cancelled, once the past due balance is paid.
  
  After further review of the customers file, there are no notes of a payment plan, and no payment plan on file. According to our notes, on October 6, 2022, the customer promised to pay $25.00 towards her past due balance, with a future payment of said $25.00 taken, to be made on October 28, 2022. On October 28, 2022, a payment of $25.00 was made towards her past due balance.
  
  The customers current, past due balance is $224.95. The customers account will remain active, until the past due balance is paid.
  
  Thank you

• Initial Complaint

  Date:09/28/2022

  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.

  Fluent Alarm LLC made contact w my 86 yr old mother whom is also a widow on 29 Jan 2020 by method of door to door solicitation to enter my mothers home (alone) and convince her that they would "buy out the current alarm contract on her behalf" and and lower her monthly service bill. They ensured her that it would save her $$ and that the other company had "jumped" her by contracting her from ADT Protection 1 affiliate. The contract was done on the rep's ***** and there is no official signature on the contract. They typed her name in the signature line and stated they would send a email. Mom does not have a computer nor email account. They are billing her monthly. She lives on SSI at $934 a month. I fear they will attempt to file claim on her property. They will not cancel nor did they pay off the previous contract as they said they would. She is terrified now and receiving debt collection notices for two different alarm companies! This company is not honest and prays on elderly customers. Further my mothers home has "No Solicitation" stickers on all doors so they were breaking Licensing TCA's in TN and maybe other States.

  Business Response

  Date: 10/17/2022

  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.
  
  The complainant, the Account Holders daughter, states, that Fluent Home made a contract with her mother, by method of door-to-door solicitation, and convinced her they would buyout out their current alarm contract on her behalf, and lower her monthly service bill. She claims the contract was done on the reps ***** and there was no official signature on the contract, that they typed her name in the signature line and stated they would send an email. She further states, her mother does not have a computer nor email account, Fluent will not cancel nor have they payoff the previous contract. The complainant wishes to cancel her mothers agreement, with no penalty.
  
  We have reviewed the Account Holders file, and prior to installing our service, the Account Holder  participated in our Welcome Callvideo-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 Account Holder responded no when asked, To assist with your decision today and to protect your interests, is there anyone that you would like to us to contact including but not limited to an adult son or daughter to discuss the agreement you are entering into with Fluent? We also note that the Account Holder responded affirmatively, when asked, So we can better serve you, is the below your correct email address? The Account ****** also responded affirmatively when asked, Do  you understand that you may have existing financial or contractual obligations with your other alarm company, and you shall be exclusively responsible for these obligations,including but not limited to paying off any balances for these agreements?
  
  On January 29, 2020, the Account Holder participated in a Post-Installation survey. This survey is designed to ensure our technician completed the installation to the clients satisfaction, and that the agreed upon devices were installed in the home. In reviewing the Account Holders file, we note that the Account Holder responded affirmatively when asked about being provide with the full copy of your monitoring agreement and a copy of the notice of cancellation.
  
  According to our notes, on February 28,2020, our office spoke with Account ******, who stated she was  getting billed from the other provider, that she sent in her cancellation notice to them, and now they are telling her she is in contact until 2023. After our representative explained how the buyout of contract works, the customer stated she would call them, and call us back, and when the Account ****** called back, she stating her final bill was$2,000. The call was transferred to our *********************** where she informed Resolutions that shes with a different company, that is charging her $2000 to get out of the contract. We advised the customer to ask for a copy of that contract, to see if she actually signed it. She also stated, I told your sales representative, I didnt know if I was under contract or not.
  
  On March 12, 2020, the customer contacted our office, asking to speak to Resolutions. The ********************** was unavailable,and the customer began to explained to the agent, that she had Fluent come out,change her system, and believes she spoke with Precision 1, who told her she was jumped, and could not get out of her contract and owes $2000. She further stated,she did not realize if she signed a contract or not, and when and when she received a copy of the contract, her name was printed, that they computerized her name, and she did not sign it. The call was then transferred to our *********************** for further assistance. The representative asked the customer when she signed, or when her contract expired, and she stating she didnt remember signing a contract, and that her son was there, when our sales rep was there,and he said, he thought his mother did have a contract. The customer further explained that our sales representative advised her to send in a Notice of Cancellation, saying that she no longer needed their service. We then advised the customer, to contact her previous provider, to ask for her final bill, as she can legally obtain one, and to send the final bill to us. The account holder  then asked for the email and mailing addresses, both of which were provided. After further investigation, there are no notations of the customer having a buyout of contract, or the promise to pay a buyout of contract.      
  
  In October 2021, the complainant contacted our office, wanting to cancel her mothers service, stating that her mother was mislead into signing a contract, that we promised to pay her previous providers contract, claiming her mother was medicated and recovering. The complainants resolutions was for Fluent to pay $2,000 to SafeHome.
  
  And in April 2022, we spoke with her daughter, the complainant, who stated we took advantage of her mother when we signed her up, and that her mother is going to stay with SafeHome. She also stated that ******** refused to send them the buyout of contract, and wont allow anyone to pay it off, but her mother. We advised the daughter that we have a signed contract, and a verbal agreement, and that her mother would be subjected to paying the buyout of contract if she wanted to cancel. The daughter then stated, she was told Fluent would call SafeHome to close their account. We advised her, we cannot do this.  
  
  To date, there is no Buyout of Contract (from SafeHome) on file. We ask that the Account Holder send the final bill,from SafeHome, to ******************************* for review.
  
  On June 28, 2022, the Account Holders account was past due $300.93. As a one time courtesy gesture, Fluent Home forgave this debt, brining the account current. Since then, the account has become past due, in the amount of $171.96.
  
  As stated above, it is our position that we were transparent, and did not take advantage of the complainants mother. 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. Fluent Home is also prepared to work with the Account Holder, with the payoff, or final bill of her previous provider, SafeHome.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:09/28/2022

  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 Fluent on 7/2/22 and was received by them on 7/5/22. Was recorded the Fluent on 8/6/22, but was not uploaded to my account on file which is #******. Have made several phone calls to get the amount of $42.99 off my credit card. Called today and was advised that I would have to pay for the month of September. Contract end as of 8/24/22, but was still charged. I feel that I am getting run around asI sent them a certified letter, as what they wanted. I would like for the $42.99 be taken off my credit card

  Business Response

  Date: 10/11/2022

  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 his account. Our records indicate that we
  received his Notice of Cancellation, on August 6, 2022.
  
  Fluent Home can confirm,
  the complainant’s monitoring agreement has in fact been terminated, however, he
  was billed, in error, for September 2022. On October 3, 2022, the complainant’s
  credit card was refunded $42.99. 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