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:09/23/2022

  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.

  I had been a Fluent customer from about 2016. On March 8, 2022 I called Fluent in response to an urgent message re: my service coverage. I was advised of a change to 5G. The customer service rep was vague on details. She deemed it a critical matter & I agreed in principal to a plan. But before any final agreement I wanted to see the contract. On March 8 I received an email which stated: "This document is available for signing until April 7, 2022 and will expire thereafter." The copy of the contract was in print too small to be read. It took me nearly 3 days to decipher it. On March 11 I sent Fluent an email stating clearly that I could not sign it, did not agree with some of the provisions in it, & would not sign or agree to anything in it. I received acknowledgement of receipt of my email stating someone would contact me soon. The contract was removed from internet access shortly thereafter. When I did not hear from them I contracted with another security service which provided me with a written contract & with whom I was able to negotiate. When I called to cancel Fluent services I was told I had entered into a 5 year contract over the phone & my only recourse was to break the contract with the other service. I had refused Fluent's contract within 3 days notwithstanding the misleading verbiage in their original email. The individual with whom I spoke was rude & intimidating. When I tried to contact their legal department I was merely shunted to the same threatening "escalation unit." I have been stonewalled since then. They continued an auto withdrawal under the alleged contract even after I sent a certified letter with a sworn & notarized statement withdrawing authorization for auto withdrawal necessitating a stop payment order. Since then I have been pestered with text messages to which I have responded. They have now sent me a collection letter. I will only communicate with them in writing given my experience & because I do not trust them.

  Business Response

  Date: 10/10/2022

  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, on March 8, 2022, she called Fluent
  in response to an urgent message regarding her service coverage the 3G/5G
  change. She claims the customer service representative was vague on details,
  and deemed it a critical matter and she agreed in principal to a plan, but
  before signing any final agreement, she wanted to see the contract. On March 8,
  2022, she received an email which stated, “this document is available  for signing until April 7, 2022 and will
  expire thereafter.” And further states the contract print was too small to
  read, emailed Fluent on March 11th, stating she did not agree with some of the
  provisions, could not sign, or agree to anything in it. She also claims, she received
  acknowledgment of receipt of her email, stating someone would contact her, and
  when she did not hear from anyone, contracted with another security service
  provider, and when she contract Fluent to cancel, she was told she entered into
  a 5 year contract, over the phone, and her only recourse was to break the
  contract with the other service. The complainant alleges she refused Fluent’s
  contract within 3 days, and wishes to terminate her alarm monitoring agreement,
  with no penalty.
  
  We have reviewed the complainant’s file, and find this complaint
  difficult to understand. On March 8, 2022, the complainant participated in a
  resign survey with an Inside Sales representative, regarding the 3G upgrade,
  and options available to her. The customer was offered just the chip, at a cost
  of $150.00, or the option of resigning, which included a new panel, a technician
  at no cost, to install the new panel and a full system check, a monthly increase
  of $5.00 and a term of 60 months. The customer discussed this with someone, and
  when she came back on the phone, she stated, for the long haul, they will go
  with the resign. At this time, she was asked the following, “We will be locking
  in your rate at $66.99 a month, plus taxes”, and “Do you understand that you
  have just renewed your agreement and warranty period with Fluent for a period
  of 60 months, starting today, March 8, 2022?” and responded “ok” to both
  questions. A technician was scheduled for March 18th, the customer’s email confirmed
  and the agreement emailed for her signature.
  
  The Notice of Cancellation section, all in bold and caps,
  states, “You may cancel this transaction without any penalty or obligation,
  within three (3) days from the above date...To cancel this transaction, mail or
  deliver a signed and dated copy of this cancellation notice, or any other written
  notice, or send a telegram to Fluent Home, LLC - - not later than midnight of .
  . .” The Notice of Cancellation askes, and requires, a date of cancellation and
  the buyer’s signature.  To date, there is
  no signed Notice of Cancellation on file.
  
  On March 21, 2022, the customer contacted our office,
  wanting to cancel, and the call was transferred to our resolutions team. She
  advised the representative she cancelled the tech because she could not read
  the contract, and when asked if she wanted to reschedule, she stated no, she already
  went with someone else. Our representative advise her, that she was still
  within her Right of Recession, and suggested cancelling with them, and
  reinstalling our system. She stated no, and that she is not bound since she did
  not signed the contract. We advised her that we have her verbal conversation, and
  that she is bound.
  
  At this juncture, Fluent Home is holding
  the complainant responsible to the agreement for which she verbally agreed to.
  Should the customer wish to terminate her services, she would be required to
  pay eighty percent (80%) of the remaining balance left on the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home.

  Business Response

  Date: 10/17/2022

  Complaint ID#: ******** - ******** *****
  
  
  Hello,
  
  On March 8, 2022, when the complainant contact our office,
  she originally spoke with one of our Customer Advocates, and when she advised
  our agent, she was calling regarding the 3G upgrade, she was transferred to our
  Inside Sales department, where she participated in a resign survey with an
  Inside Sales representative, reviewing options available to her, then verbally
  agreeing to the terms of the renewal agreement.
  
  On March 21, 2022, our office learned that the complainant
  cancelled the technician and went with another provider.
  
  Fluent Home is holding the complainant
  responsible to the agreement for which she verbally agreed to. Alternatively,
  Fluent Home is prepared to dispatch a technician to inspect/reinstall the system.
  
  Thank you

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We are at an impasse.  Fluent continues to maintain that I am obligated under a phone conversation.  I continue to maintain that regardless of that phone conversation I rejected the contract within the 3 days specified.  The issue is not resolved at this point and perhaps cannot be resolved.  Fluent's offer to send out a technician to install the equipment and resume the service is unacceptable under any circumstances.  I do not trust this company nor will I do business with them in any way, shape, or form now or in the future.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:09/08/2022

  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.

  Bells started ringing on wall keypad on evening of August 21, 2022. Tried menu suggestions-no help. My husband is a Veteran, has colon cancer, heart issues, etc. Noise was annoying him. There is no protection if the equipment isn't working properly. Called Fluent ************ to ask for help in stopping bells. Two times, I called and was directed to a "TECH", waited about 20 min. no one came to phone. This happened two times. Called my son in law, he came and disarmed it by taking it off the wall. Put the pieces in a bag. I wrote an email to Fluent. Next day I get a generic email "will respond in 72 hrs." We were furious, wrote to BBB and Attorney General fraud ***** about this "company" that broke our contract by advertising 24/7 protection. You can't even get someone to talk to. There is NO 24/7 contact.Looked up Fluent rating and saw they had over 435 complaints in last 3 years. Also found evidence that others called this a scam company and they were harassed by Fluent. So Monday a.m. went to our bank and stopped payment on our auto pay to this company. They broke the contract and we do not feel safe or secure with this company. We just want an apology, would be nice if they refunded the money we paid them for almost 3 years, thinking we had a "security" to protect us. Just want you to tell them we do not want to be harrassed. We already have another company we have seen advertised on TV.We have not heard from the BBB or ************************* yet and fear our letters were lost in the postal mail.

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  
  Complaint **#: ********
  
  
  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, that on the evening of August 21, 2022. the bells starting ringing on the wall keypad, and she tried the menu suggestions to no help, called Fluent to ask for help, called API central station twice and was directed to Tech Support, waited 20 minutes and no one came to the phone.The complainant then called her son-on-law, who disarmed it by removed it from the wall. She also claims she sent an email to Fluent the next day, receiving a generic email, will respond in 72 hours. The complainant further states there is no 24/7 contact, that Fluent broke the contract, and on Monday, went to their bank and stopped payments on their auto-pay to Fluent, as they do not feel safe or secure. The complainant is seeking an apology, not to be harassed,for Fluent to admit they broke the contract and that they owe Fluent noting.
  
  We have reviewed the Account Holders file, and find this complaint difficult to understand.According to  Central Stations monitoring history, on August 21, 2022,and a tamper alert was triggered, in the customers zone 4. On two occasions,the complainant contact central station, providing the ** code, and  transferred to tech support.
  
  According to our records, the customer contacted our office 3 times on August 21, 2022. The first call was at 6:08:48pm, for a duration time of 2:12 minutes; the next call was at 6:11:00pm, with a duration time of 3:57 minutes,and the third call was at 6:14:57pm, with a duration time of 0:00.  Each of the 3 calls, initiated by the customer, ended with the customer hanging up within 4 minutes of the call being place. (the time of the call may differ due to central stations time zone)
  
  The complainant states above, she called 2 times, waiting on hold about 20 minutes, On August 22, 2022, via email, the complainant stated she needed to speak with someone yesterday, and was put on hold, 2 times, waiting over 25 minutes, each time. As stated above, each call was disconnect by the customer, within 4 minutes.  
  
  We do apologize for any inconvenience these customers may have experienced, however. as indicated above, the customer was being monitored 24/7, and the contract not breached. At this time, Fluent home cannot determine if there was something wrong with the panel, or if the customers did not know how to acknowledge an alert.
  
  On August 25, 2022, our office contacted the customers, attempting to speak with them about the alert. They refused to come to the phone, advising they are done, and did not want to talk about it.
  
  At this juncture, Fluent Home is prepared to send a technician to inspect/reinstall the system, at no cost to the customer. Should the Account Holder wish to terminate his services, he would be required to pay eighty percent (80%) of the remaining balance left on the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17934317
  
  I am rejecting this response because:It seemed like a long time on hold and no one answered  two times.  My husband is very ill with colon cancer, kidney disease, heart issues.  We were frantic that we couldn't have anyone to help us at that time. I read there were hundreds of complaints similar to mine, that the equipment didnt work . We were left unprotected, so no 24/7 protection as advertised. The email said get back to us in 72 hours.  Then no one from fluent called for 5 days. This was nerve wracking, we ordered another security company which installed their service in a few days.  But it was scary not having the security we thought we had all long. Look at all the complaints.  something is wrong with Fluent and we feel after all we went through, (my husband is 81 and very ill), we should at least get an apology and promise that Fluent will not harrass us like the other customers who complained about them. That is all we ask. We have a good security company now, one that has been advertised on TV for a long time.  THank you.  Hope you see our point.
  
  Sincerely,
  
  ******************

  Business Response

  Date: 10/03/2022

  Complaint ID#: ******** - ****************** c/o ******************
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  As previously stated, our offer to send a technician to inspect/reinstall the system, at no cost to the customer, still stands. Should the Account Holder wish to terminate his services, he would be required to pay eighty percent (80%) of the remaining balance left on the agreement terms.
  
  Thank you

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 17934317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************; We expected Fluent to call US when there was a problem they should have detected on the panel.  They did not, so we called two times.   Both times a man said he was connecting  us to a tech, we waited on the line both lines for several minutes.  There was complete silence, no music or repeating message that someone was there and would take our call. Got suspicious and researched BBB and ****** ..  Found over 435 complaints from their customers about faulty equipment and lack of service. ****** actually had a website called the "Fluent Home Security Scam"  with testimonies from unhappy customers. So Monday I stopped payment from our bank account.  Fluent never called us back until   four days later. Man verified my name and coldly said :  "There seems to be a problem with your account"---no apology for waiting four days, no concern that we were okay.   No normal courtesy from them as you would expect with a legitimate company.  We were very upset and disappointed. WE then called another company and had a better system installed.  I feel we were scammed.  There was no 24/7 protection as advertised.  When the equipment doesnt work and no one calls, or no one is there to answer your call after being put on a fake  "hold", I think we have the right to dismiss this company and not owe them anything.  It cost us $300 to put a stop on the payment and for installation of the new system.  With all the other complaints, how can this company still be in business as a "security company."   My husband has cancer, kidney disease, macular degeration, many other ailments, he is 81 and a veteran.  This was a terrible, nerve wracking experience for him and me. Please help.  

  Business Response

  Date: 10/11/2022

  Complaint ID#: ******** - ****************** c/o ******************
  
  
  Hello,
  
  On August 25, 2022, our office contacted the customers,attempting to speak with them about the alert, and they refused to come to the phone. The customer did not afford us the opportunity to work with them to resolve this issue, or to dispatch a technician, to do a full system check.
  
  Thank you

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17934317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  I did not trust the person from that company because it took 5 days for them to call us.  They should have called on Saturday when they detected a problem with the panel.  That is what they were supposed to do. Then I researched and  found over 425 complaints to the BBB about this Fluent company.  Also when I Googled it, there were numerous complaints  under the heading "Fluent Home Security Scam".   I read the complaints and knew they were true because we were going through the same thing. Why didn't they call us when the panel was triggered, why put us on a fake "hold"  with no music or repeating message to let us know there was someone there?   Why send an email that they would get back to us in three days?  Why did they wait 5 days to call us and was rude and unconcern except that they weren't getting the payment?  They did everything wrong, making us feel very INSECURE AND IGNORED.  I read how they turned customers' words around to make the customer look stupid and at fault.  I didn't want to get into an argument on the phone and thought it was more prudent to let the BBB investigate this company and see how they treated us and others.  All we want is an apology and for them to admit responsibility for breaking the trust, the contract and say we owe them nothing and not harrass us like they did to other honest customers.  That is all we want.  My husband has colon cancer, heart issues, kidney disease, kidney stones and other issues that keep us very busy.  We do not need this hassle from Fluent.  Please investigate them and see we only want justice, nothing more. We already have another security company, we just want Fluent to leave us alone and give a written apology and admit fault is with them. We tried to get in touch with them, but they should have called us first and asked for the code word.  No 24/7 protection with them as they advertised. 

• Initial Complaint

  Date:09/06/2022

  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.

  On 12-10-21 alarm was going off at mothers acct ****** . It went off all night, Fluent never called to check on it or call 911. Good thing it was not a life-threatening emergency. She called us at 6:00 am telling us it had been going off all night and that she couldn't sleep at all that night due to the alarm. She is 89 yrs old, with onset dementia. We tried calling Fluent (who is supposed to be monitoring 24/7). We called until 7:30 am it just kept ringing no one answered. Arrived at mother home (which is 1 1/2 hours away from us) We looked at it and still couldn't get it to stop, so we disconnected from the wall. Only at that time did we get a call from Fluent stating they received an error message and that something is wrong with equipment, that maybe a s**** must have come loose and that they will send a technician out. We told them no that we disconnected the alarm and want it cancelled. (This is not the 1st time that this has happened with the alarm just going off and no call or response). We have been paying for several years and evidently for nothing since no one is really monitoring the home. (Breach of contract) That's what we were paying for, monitoring. I was told someone from retention would call me with in 3-5days. On 12-21-21 I called again, no call bk, *****, said requesting a retention manger to call in 3-5 days, Isaid no, I want a call back today. Still no call. On 1-2-22 I called again and spoke with ****, he said I need power of attorney to speak about her acct, my name had been added to speak with me, I handle everything. I even did 3 way with mom he was rude with her. I disconnected call because really upsetting her. I emailed them a letter on 2-2-22 canceling. Still getting bills! 9-6-22 finally got thru inform mother has moved to Retirement comm.on 7/24/22 cancel. *** got very rude again sd need power of attorney, I explain authorized to speak on acct. he ignored, I hung up. Still biIl not paying email today to tell them cancel moved

  Business Response

  Date: 09/23/2022

  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 states, on December 10, 2021, the alarm went off at her mothers, that it went off all night and Fluent never called to check on it or call 911, and at 6:00am, her mother call her, telling them it had been going off all night. She alleges they tried calling Fluent, who is supposed to be monitoring 24/7, until 7:30am,and no one answered, and claims that when they arrived at her mothers home,they could not get it to stop, so they disconnected from the wall, and only at that time, did they received a call from Fluent, stating they received an error message, that something was wrong with the equipment, and that they would send a technician out, and the complainant told them no, they disconnected the alarm and want it cancelled. The complainant further claims, this is not the first time this has happened, with the alarm going off and no call or response,breaching the contract. The complainant states she was told someone from retention would call her back and did not, and on December 21, 2021, she called back,  still no call and called again on January 2, 2022, and was told she needed ***** of ******** to speak about the account, and claims her name has been added to speak with. On February 2, 2022,the complainant emailed a letter cancelling, and is still getting bills. And on September 6, 2022, finally got thru, informed Fluent that on July 24, 2022, her mother moved to a ******************** and to cancel. The complainant wishes to cancel her mothers, the ************************ with no fees retro back to December 2021, due to breach of contract for no services being provided.
  
  We have reviewed the Account Holders file,  and find this complaint difficult to understand. According to the Central Stations  monitoring history, on December 11, 2021, at 8:30am, an alarm was triggered. The Central Station operator called 1-314-437xxx4. ******** said, false alarm, gave ID. The notes stated, false alarm - do not dispatch. A similar situation occurred on June 17, 2021, at 11:15am, an alarm signal was received, Central Station call ********, ID requested and the event cleared under 2 minutes. Also on June 17, 2021, at 10:51am, alarm signal received, ******** said she could not remember the code and at 10:59am,1-314-4x7-8x8x was called and **** gave ID and said false alarm. It was noted, false alarm - do not dispatched.
  
  Similar situations occurred on February 26, 2021, February 3, 2021 and January 29, 2021, an alarm signal was received. The master code was entered within one minute of the alarm sounding, cancelling any phone calls or police dispatch.
  
  In 2020, similar situations occurred on January 5th, January 21st, March 4th, March 6th, July 24th, October 19th and October 31st, an alarm signal was received, followed by a cancel signal (master code being entered) in less than 2 minutes from the signal being received at the monitoring station.
  
  As indicated above, the customer has been monitored 24/***** the contract not breached.
  
  After further review of the account holders file, on May11,2021, the account holder and her daughter, contacted our office, requesting to cancel as she is moving into an assisted care facility. We advised the customer that in order to close the account without penalty. we would require documentation from the facility, clearly outlining the level of care she would be receiving. On May 12, 2021, our office spoke with the complainant (daughter-in-law) who stated they could no longer afford the contract, and wanted to cancel.
  
  The Account Holders agreement is active, with the her agreement ending July 11, 2023. There is no signed, written Notice of Cancellation on file, There is no Medical Documentation on file. The account is currently past due, in the amount of $449.91.
  
  At this juncture, Fluent Home is holding the Account Holder responsible to the agreement for which she agreed to. Should the Account Holder wish to terminate her services, she would be required to pay eighty percent (80%) of the remaining balance left on the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  
  Fluent Home
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17923935
  
  I am rejecting this response because: On December 10, 2021, alarm went off around 9:00 pm and was going off all night. No one from Fluent called or dispatched 911. Mom called us at 6:00 am on Dec. 11, 2021, said alarm going off all night, couldn't sleep, and can't get it turned off. We tried calling Fluent from 6:00 am to 7:30 am on Dec. 11th, no answer, for the whole time and when we arrived (after driving 1 1/2 hours to get to mom's house) alarm still going off, we tried to turn it off, tried calling again (no answer) and finally disconnected unit from wall. Only then at 8:30 did someone call from Fluent. We explained going off all night and finally removed unit from wall to disconnect it and stop the alarm, and that no one was answering our calls (website says 24/7 monitoring), but only after unit was removed from wall did someone call. Thank goodness it was not an emergency, because no one called, was monitoring, or answered till unit was removed, that was around 8:30am., almost 12 hours of alarm sounding.  Once we removed unit from wall then we got a call at 8:30 am on Dec. 11, 2021. At that time, we told them we disconnected unit from wall and cancel service since no one was monitoring and no one was there to answer phone. I have sent letters and emails explaining the circumstance and requesting service be canceled due to breach of contract, since no one was monitoring. I have been paying for service for several years, and when this happen on Dec. 10th and Dec. 11th I canceled and stopped paying the bill. I am not paying for something that *** or *** not be monitored. My last payment was for the month of Dec, only because it was due before this incident. We got this for mom for security and peace of mind knowing there was help if needed, but they showed us that they are not responsible and don't do what they are paid to do.  Thank GOD it was not a life-threatening event that night. But I cannot be confident in their service any longer. We have now moved mom to a senior facility, again I sent an email to them informing this, I have tried many times to resolve and cancel this service but, the retention **** is very rude, several times I had my mom on the line with me, (she is 90 yrs old and has some dementia) the retention guy said I was coxing her on what to say. She was informing him she wanted it canceled and that it was alright for him to speak with me. I had been noted on the account several times that mom gave permission for me to speak for her on her acct. They told me that they can't talk to me only mom, only her name on contract unless I have a power of attorney. This is ludicrous. She is 90 for god sake, she needs a little help but she is not incompetent. This needs to be canceled and all fees forgiven, since I informed canceling do to breach of contract and failure to provide the service we were paying for.
  Sincerely,
  
  *****************

  Business Response

  Date: 10/03/2022

  Complaint ID#: ******** - ***************** c/o ***************************
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  As provided in our previous response, central stations monitoring history indicates that the customer has been monitored 24/7, and the contract not breached.
  
  As previously stated, on May11, 2021, the account holder and her daughter, contacted our office, requesting to cancel, as she is moving into an assisted care facility. They were advised to send in proof of residence, so we could cancel her account.
  
  In the complainants rejection statement, dated September 28, 2022, again they state, that her mother-in-law has now been moved into a senior facility. Again we ask, that the customers send in proof of residence,from the assisted care facility. Please submit the proper documentation to, Fluent Home,via: email:  ******************************;  by FAX: ************, or by certified mail to:  Fluent Home, ****************************************************** 84042.
  
  Once the proper Medical Documentation and the past due balance of $449.91 have been received,  Fluent Home will terminated the Account Holders monitoring agreement, without penalty.Should the customers decided not to provided proper medical documentation and the past due payment, the account holders account will remain active.
  
  Thank you
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 17923935
  
  I am rejecting this response because: As per their response, I am not disputing the previous monitoring. My complaint is for Dec 10, 2021 and Dec. 11, 2021. The alarm was going off all night and no one from Fluent called or dispatched police or 911. We called Fluent number from 6:00 am on Dec. 11, 2021 till 7:30 am and there was no answer. Only when we removed the device from the wall did Fluent contact us. Where was the monitoring all night from 9:00pm on Dec. 10th through 8:30 AM on Dec. 11. Why was there no one monitoring the phones when we tried calling for hours, why did no one from Fluent contact mother from 9:00 pm on Dec 10th through 8:30 am on Dec. 11th. Why were no police or 911 called in. This is when you breached the contract and did not do your job of monitoring. If you look back on payments, all payments were paid up till Jan 2022, but after this incident I cancelled and stopped paying the bill due to breach of contract, YOU did not do your job for which we have been paying for. The website states 24/7 monitoring. There was NO monitoring on Dec. 10 at 9:00 pm throughout the night up to 8:30 am Dec 11. she had to listen to that alarm all night. Thank God there was no emergency! If there was, we could have lost our mom, since there was no monitoring. We lost trust in your company and can't count on you providing the security and peace of mind, which is why we got it in the 1st place. You did not do your job. I will send you a copy of her lease, but I will not pay any balance. As we will not pay for any service after Dec. 11, 2022. due to your failure to monitor and breach of contract. The alarm was disconnected from the wall on Dec. 11, 2021. We have tried many times to cancel this after the Dec. 11, 2021 incident and the retention reps are very rude, and we get no answers, and we get nowhere with them. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/07/2022

  Complaint ID#: ******** - ***************** c/o ***************************
  
  
  Hello,
  
  Thank you for responding.
  
  After further investigation of the account holders account,on July 7, 2022, we received, via email, a yearly Residential Apartments Lease agreement for the account holder. We do not normally release customers when they move or relocate,unless the moved is to an ******************** or Hospice facility.
  
  In May 2021, when the customer, and her daughter, stated the account holder was moving to an ************* facility, we asked, that they please send proper Medical Documentation, proof of residence from the assisted care facility. As stated in Section C, #6, of the Resident Apartment Lease Agreement, Resident acknowledges and agree that healthcare services and emergency medical care services are not services provided individuals living in residential apartments.
  
  At this time, we are holding the customer to the terms for which she agreed to, initial terms, 60 months, a monthly rate of $49.99, starting July 11, 2018, ending July 11, 2023.
  
  On October 3, 2022, the Account Holders account was cancelled and sent to a collection agency for non-payment, in the amount of $899.82.At this juncture, we recommend that the account holder contact the collection agency to make payment arrangements to settle their debt. Alternatively, Fluent home is prepared to negotiate the account holders amount to reinstate their account. After a settlement has been reached, Fluent Home is willing to work with the customers on a Transfer of Ownership or a Transfer of Address, both of which can go to anyone. Should the Complainants wish to pursue the termination of their agreement, they would be required to pay eighty percent (80%) of the remaining balance.
  
  Thank you

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 17923935
  
  I am rejecting this response because: As stated previously! You breached your contract due to incident on Dec. 10, 202 and Dec. 11, 2021. The alarm was going off all night and no one was called. We tried reaching you from 6:00 am to 7:30 AM and no one was there to answer our calls. No one from Fluent called the house from 9:00 pm on Dec. 10, 2021 through 8:30 AM on Dec. 11, 2021, or called 911 or police. Please respond as to why no one was there, and no one called. There was no one monitoring her alarm system. Only at 8:30 when we removed unit from wall did someone call. I am not paying for service that I have no faith in the monitoring as to what you were being paid to do. At that time, we notified you that we wanted service canceled and that we removed system from wall, to canceled service due to breach of contract from failure to monitor.

  I sent copy of her lease for the senior apt. which she has moved into, they do not allow alarm systems, the building is locked so no one can get in and there is someone there 24/7 for help. No one wants to take over the service in the family and wouldn't trust it if someone did.

  THIS CONTRACT IS CANCELLED DO TO NO ONE WAS MONITORING AND FLUENT BREACHED THE CONTRACT! Payments were always paid up till this incident of no one was monitoring. 

  Buyer beware, DONOT do business with this company! She had another alarm monitoring system with the same sales rep, when he was released from that company, he went to FLUENT and then came back to mom and told her this was better and to cancel the one she had and to go with Fluent. She was 87 with onset dementia at that time and did what he told her. He took advantage of her and had her sign a 5 year contract. Shame on sales rep and shame on Fluent taking advantage of the elderly, (whom you are supposed to be protecting)! AVOID and RUN from this company, they will not do what they say they do and then won't take owner ship of not having anyone there to monitor you or your loved ones. 

  
  *****************

  Business Response

  Date: 10/13/2022

  Complaint ID#: ******** - ***************** c/o ***************************
  
  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  As previously stated,according to the Central Stations monitoring history, on December 11, 2021, at 8:30am, an alarm was triggered. The Central Station operator called 1-314-437xxx4. ******** said, false alarm, gave ID. The notes state, false alarm - do not dispatch. A similar situation occurred on June 17, 2021, at 11:15am, an alarm signal was received, Central Station call ********, ID requested and the event cleared under 2 minutes. Also on June 17,2021, at 10:51am, alarm signal received, ******** said she could not remember the code and at 10:59am, 1-314-4x7-8x8x was called and **** gave ID and said false alarm. It was noted, false alarm - do not dispatched.
  
  As indicated above, the customer has been monitored 24/***** the contract not breached.
  
  Thank you

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 17923935
  
  I am rejecting this response because: Of course, your Central Stations monitoring history only shows for Dec. 11, 2021 call at 8:30 am. There was no one there answering all night or until 8:30 am on Dec. 11, 2021. You need to go back and listen to the recorded call. If we didn't have a problem with the monitoring, we would still have been paying the bill and the system would have still been hanging on the wall working. We were quite upset with the whole ordeal. Alarm going off all night and no call from Fluent and no emergency response. That is what we were paying you for. As I said we were very upset and removed your unit from the wall. If you notice, there had been no more false alarms and I'm sure your Central Stations monitoring **** can tell that the system is not working or connected. If you had performed your job, which you were getting paid for, the system would still be up and functional. I am not paying for something that is not monitored or working. I have sent several letters and emails, as well as called in to your company concerning this issue. I have not received any resolution as to this matter and the matter of no monitoring and breach of your contract.  Now she has moved into a senior retirement apt. and doesn't need your service, and you still won't cancel her contract. I emailed you a copy of the lease as you asked and still you are bulling us and not canceling the contract. NO ONE wants your service because you are unreliable and a real pain in the **** to deal with. Do what's right! Listen to the call from that morning on Dec. 11, 2021!

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

  Business Response

  Date: 10/17/2022

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

• Initial Complaint

  Date:09/02/2022

  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.

  Fluent home security said we were under a five year contract since 2018 (original singed in 2016) and said my husband singed 2nd contract. NOT SO. We have not been under contract since 2019. I was told the 2nd contract was sent to us by mail. We did not get any new contract in 2018. Fluent will not produce the 2nd contract after i have requested many times. Also, I would have stayed with them if they would only have told the truth and I pay for the $150.00 upgrade. THIS FRAUD! I have read all the reviews on Fluent home security and all have said the same thing about their shady business. FRAUD FRAUD FRAUD!!!!!

  Business Response

  Date: 09/21/2022

  Complaint ID#: ******** - Peg (********) *******
  
  
  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 originally signed with Fluent Home in 2016,and now being told they are under a 5 year contract, since 2018, that her husband signed a second contract, and state they have not been under contract since 2019. She claims the second contract was sent to them by mail, and they did not get a new contract in 2018. The complainant wishes to terminate her alarm monitoring agreement.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. According to our records, on July 2, 2016, the complainants husband signed a 36 month agreement, with a monthly rate of $46.00 (including taxes), ending July 2, 201.  
  
  After further review of the customers file, on April 26, 2018, the complainants husband participated in a Resign Survey call, verbally agreeing to renew their agreement and warranty period, locking in a lower monthly rate of $36.99 (plus applicable taxes), for a period of 60 months, starting July 19, 2019.  On April 26, 2018 and April 27, 2018, a new agreement was email to the customers, to the email address listed on file, which they elected not to sign. And starting on May 5, 2018, the complainants starting paying the new lower rate of $39.58 (including taxes).
  
  Section 2.4 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 and  Signature, and submit to, Fluent Home, via:email:  ******************************;  by FAX: ************, or by certified mail to:Fluent Home, ****************************************************** 84042.
  
  Once we receive the written, signed Notice of Cancellation, and final payment, 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
  

• Initial Complaint

  Date:09/02/2022

  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.

  On 8.3.2019, I signed an agreement with Fluent Home LLC. The agreement stated that I would pay $35.99/month for 60 months. It also stated that I may cancel early but I will be responsible for 80% of the remaining balance. I have paid that amount. I requested to cancel early on 7.4.2022. On 7.6.2022 Fluent responded stating i was not eligible to cancel. After back and forth with them for days, they agreed that there is an 80% clause. Based on their instructions, I wrote the cancellation letter, paid the balance they asked for, and sent it to them.They cashed the check on 8.11.2022. On 8.17.2022 they said it had not been processed yet and i should wait **** days. On 8.26.2022 (11 business days after they cashed the check), I sent proof of the cashed check. Since then I have not heard anything at all fro them. They are not replying to my messages. I have emailed them nearly every day. it has been over 2 months and they will not cancel my account. don't know what else i can do.

  Business Response

  Date: 09/20/2022

  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 apologize for the inconvenience this customer may have experienced when terminating his account.According to our records, on July 8, 2022, we received the customers Notice of Cancellation, and in August 2022,  his buyout of contract payment.  
  
  At this time, the complainants account has been terminated. There is no further action the client 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: 09/21/2022

   
  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.

  Note it should never have come to this point. I am deeply disappointed that the company (Fluent) did not admit any wrong doing and will continue to provide unacceptable customer service to its other contract holders.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/29/2022

  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 have been trying to get ahold of this company about this alarm system to no avail. We can't even use the system since it was put in about a week ago and the alarms keep going off and we have to have it muted we haven't been able to use it since we got the system put in I have told them that I want to cancel and for them to take the system out of my house and they hang up on you make you wait an hour to a half an hour on the phone to get anybody about these issues and now they're saying I owe the full amount and I haven't even been able to use the system I cannot get in touch with anybody now we cannot leave our house without the alarm going off I do not know what to do

  Business Response

  Date: 09/09/2022

  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 complainants states, she has been trying to get ahold of the company to no avail, as they cannot use the system since it was installed a few weeks ago, and claims when she told a representative she wanted to cancel and have the system removed, they hung up on her. The complaint wishes to terminate her alarm monitoring agreement with no penalty.
  
  According to our records we have spoken with the customer on several occasions regarding her issues. Central Station monitoring show that the customers system is communicating and running weekly signal tests.
  
  We apologize for any inconvenience this customer may be experiencing. I see that on September 13, 2022, a technician is scheduled to attend the customers home, to make the necessary repairs to the system.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:08/28/2022

  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.

  Fluent has failed to repair outdoor security camera and panel system for the past 6 months. I continued to pay them their monthly fee of ***** up until this month. In 06/22 I called fluent and canceled autopay. 07/22 payment was taken from account by auto pay. Contacted fluent numerous times attempting to reach a resolution. They sent email with a contract buyout price. I refuse to buyout contract for a service that has not been provided as offered at sign up time. Please terminate contract, I will return useless equipment. I do not want this to end up on my credit report.

  Business Response

  Date: 09/07/2022

  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 that for that past 6 months, Fluent has failed to repair the outdoor camera and panel system, and continued to pay the monthly fee, up until August 2022. He claims he has contacted Fluent numerous times, attempting to reach a resolution, and was sent an email with a contract buyout price, and he refuses to buyout the contract for a service that has not been provided. The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and see that the customer has had some technical issues with their camera and panel. A technician attended their home on June 11, 2020,to fixed the doorbell camera and reset the **** camera. After recreating an **** set up, notification were pretty slow. We advised, if the notifications dont get better, the we might have to swap out the **** cameras with something else.On July 10, 2020, our Tech Support team resynced the doorbell, factory reset the **** base station, and created a new gmail for secondary **** account. On September 16, 2021, a technician attended the home, place the system on test.The panel was lagging and went through phases of not responding. We advised the customer, that we would return, if they purchased a new panel. And on May 31,2022, the customer spoke with Tech Support, advising of camera issues, and that her panel keeps freezing. She stated she wants to replace it, and we advised her she can purchase a new panel as we cannot warranty theirs, as its an existing panel. She stated she would call back when shes ready. We were attentive to the their technical issues, and tried to work towards a resolution.
  
  On June 20, 2022,we offered the customer a $10.00 monthly increase for a new panel, which she declined. And on August 24, 2022, the customer contacted our office, informing us they are moving and looking to cancel. We offered a Transfer of Ownership and a Transfer of Address, or a new panel with an monthly increase, declining all offers, stating they would not be paying and contacting an attorney.
  
  We apologize for any inconvenience this customer may be experiencing with their equipment, however as stated above, Fluent Home would like to work with the customers,on a new panel and cameras. One of our agents will reach out to the customer shortly, to discuss options available to them.
  
  If the complainant wishes to cancel, she 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
  

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17786805
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/27/2022

  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.

  I initiated my cancellation on July 7, 2022 and emailed on July 30, 2022 about final confirmation of cancellation. I was told the account would be closed after the mandatory 30 days. I followed up on August 13, 2022 after the 30 days and account still was not closed. Was in the final stages. I have fulfilled everything required to close the account and just want confirmation that I will not be having to deal with this company anymore. As previous stated by many people the technology failed quite often and service has not been great. I closed my account and paid my money 1.5 years early and still cannot get away. All I am looking for is final confirmation I am done with this company. I feel for others who are having to deal with Fluent.

  Business Response

  Date: 08/30/2022

  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.
  
  We apologize for the inconvenience this customer may have experienced when terminating his account.According to our records, on July 7, 2022, we received the customers Buyout of Contract payment and Notice of Cancellation. And on August 17, 2022, the account cancelled.  
  
  At this time, Fluent Home can confirm, that the complainants account has in fact been terminated. There is no further action the customer needs to take at this time. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:08/07/2022

  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 submitting on behalf of my mother *******************************. My mother signed an agreement and wanted to cancel last year. I called Fluent and was told that her contract was through Aug 15, 2022 and if she cancelled earlier she would have to pay it out. So my mother continued to pay. On 7/21/22 I called to cancel and was told we were 6 days late and she now had to pay another 3 years for a device she no longer uses. I asked for a copy of the contract since this was not explained to me when I called last year. I further explained that my mother is over 80 and was told it doesnt matter if she was 80 or 18 this was an automatic renewal. So I asked for options to reduce her charges if we couldnt cancel. I then did further research and found ******** does not allow enforcement of the automatic renewal and wrote him back to again request cancellation. His response was where did I get this from. I said the BBB. I have heard nothing since. I sent a formal letter with the cancellation request as required via email with a copy to you. I have not had a response back yet and wanted to seek your assistance. Please do not share my mothers physical address with anyone other than Fluent for verification purposes.

  Business Response

  Date: 08/15/2022

  Complaint ID#: ******** - *******************************
  
  
  Hello,
  
  My name is ******************* and I am a ***************** for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, she signed an agreement and wanted to cancel last year, and when she called Fluent, she was advised her contract was through August 15, 2022. On July 21,2022, when she called  to cancel, she claims she was told her contract auto-renewed, and had to pay another 3 years,and claims that after further research, found that ******** does not allow enforcement of the automatic renewal. The complainant wishes for her alarm monitoring agreement to be cancelled, and no further charges.
  
  We apologize for the inconvenience this customer may have experienced when terminating their account.Our records indicate that on August 15, 2017, the complainant signed a 60 month agreement, ending August 15, 2022, auto-renewing for an additional 36 months.
  
  According to ******** State Law 815 ILCS 601/10, on Automatic Contract Renewals, the auto-renewal will not be enforced, and the customer is month to month. However, a Notice of Cancellation is required to terminate the agreement and close the account.
  
  Section 2.4 of the agreement, states that the agreement will automatically renew for the lesser of ********************************************************************************************** writing no later than thirty (30) days before the end of the original term or any renewal term. This writing shall be required to be sent by FAX and/or by Certified Mail.
  
  To cancel your monitoring agreement, please include the following on your written Notice of Cancellation: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation and Signature, and submit to, Fluent Home,via: email:  ******************************;   FAX: ************, or by certified mail to:Fluent Home, ****************************************************** 84042.
  
  Once the signed,written Notice of Cancellation is received, Fluent Home can confirm that the complainants alarm monitoring agreement will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:07/26/2022

  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.

  Lack of communication once I told Fluent home representative I wanted to discontinue my service with them. I was told I was bound to a contract that auto enrolls me every three years. I been trying to pay the remaining contract balance and free myself from another three years auto enrollment . My calls have been put hold and no one has given me a clear resolution to ending this problem. My security service has been offline for over four years but my monthly payment has been consisted . Now with a stop payment activated , Im getting unarmed alerts

  Business Response

  Date: 08/01/2022

  Complaint ID#: ******** - *********************
  
  
  Hello,
  
  My name is ******************* and I am a Consumer Affairs Specialist for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, there was a lack of communication, once he told the Fluent Home representative he wanted to discontinue his service, and informed he was bound to a contract that auto-enrolls him every three years. He claims he has been trying  to pay the remaining contract balance, and also claims, no one will give him a clear resolution to ending this problem. The complainant wishes to terminate his alarm monitoring agreement.
  
  We apologize for the inconvenience this customer may have experienced when terminating their account.Our records indicate that on July 30, 2018, the complainant signed a 36 month agreement, ending July 30, 2021, and auto-renewed for an additional 36 months.
  
  On May 17, 2022, when the customer called, requesting to cancel, he was advised his agreement auto-renewed for an additional 36 months.
  
  According to ************** Law 815 ILCS 601/10, on Automatic Contract Renewals, the auto-renewal will not be enforced, and the customer is month to month. However, a Notice of Cancellation is required to terminate the agreement and close the account.
  
  Section 2.4 of the agreement, states that the agreement will automatically renew for the lesser of ********************************************************************************************** writing no later than thirty (30) days before the end of the original term or any renewal term. This writing shall be required to be sent by FAX and/or by Certified Mail.
  
  To cancel your monitoring agreement, please include the following on your written Notice of Cancellation: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation and Signature, and submit to, Fluent Home,via: email:  ******************************;   FAX: ************, or by certified mail to:Fluent Home, ****************************************************** 84042.
  
  Once the signed,written Notice of Cancellation is received, Fluent Home can confirm that the complainants alarm monitoring agreement will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home