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:02/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are considering cancelling our service with Fluent and they've made it extremely difficult to do so. They were supposed to provide us our contract so we could review in 3-5 business (to email a contract!!) yet they have not done so. All our calls to their cancellation department to obtain the info are over 2hrs on hold each time with multiple pickups and being put back in the queue without talking to an agent. They're able to "download" our contract when on the phone but not able to email it at that time?? absolutely horrendous service. Their alarm system barely works and they don't even call if it goes off. They also state we signed a 5yr contract which we've never signed a 5yr contract ever. All the equipment has been paid off by year 3 so why would we want to be tied up for an extra 2 years. We clearly stated we wanted no more than 3yrs yet somehow we're on a 5yr contract. Suspect the sales person changed the contract term after the fact hence why we'd like a copy of the contract.

  Business Response

  Date: 02/22/2025

  February 21st,2024  
  
  Complaint ID: ******** *********, Marc 
  
  Hello, 
  
  We are in receipt of the above-mentioned complaint and appreciate the opportunity to respond.  
  Our team has been in contact with the customer and is actively working to address their request. While our customer support agents can review contract details over the phone, they do not have direct access to send contract agreements. The request for a copy of the agreement has been forwarded to the appropriate department, and it has been added to their task list for processing.  
  Additionally, in response to their concerns about system performance, we have offered the customer a complimentary technician visit to ensure their system is functioning properly. 
  We remain committed to resolving this matter and assisting the customer in any way possible.  
  
  Best regards, 
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22934870
  
  I am rejecting this response because: 

  1. There is no way, you should not be able to provide me my contract via email once i've called in.  HUGE PROCEDURAL FLAW but also just a simple delay tactic so you don't have to process a cancellation.

  2. We still have not received our contract even though we were told 3-5 business days.  I've tried to call back to request it again numerous times, but after being on hold for over 4hrs PER CALL, i gave up.  ************ is atrocious and you should be ashamed of yourselves.  The fact that we do not have our contract 2 weeks later means you are not processing this whatsoever.

  3. As stated above, your hold times are completely atrocious and unacceptable in any way shape or form and just serve as another frustrating delay tactic to your customers in the hopes of annoying us enough that we give up and keep paying.  It's quite obvious this is the truth as evidenced by the multitude of posts, reviews, etc all stating the same issues, delays, etc.  

  4. You're offering to send a technician. I don't want your technician, i want to see my contract so i know my cancellation options.  I will never ever do business with you again based on all of the above.  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/01/2025

  Hello,

   

  We have already resolved this concern directly with the customer.

   

  Thank you,

   

   

   

  		***** **** Customer Experience Manager
  		*****************************************************************************************************************************************************************************************************************************************************************
  		************

  

  The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipients. This message may be an attorney-client communication, and as such is privileged and confidential. If the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibited. Please notify us immediately by reply e-mail or telephone and delete the original message and all attachments from your system. 

• Initial Complaint

  Date:02/11/2025

  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.

  These people dont answer the telephone for me, they don't return calls, my security service has been down for 3 month

  Business Response

  Date: 02/21/2025

  February 21, 2025 
  
  
  Hello, 
  
  
  We are in receipt of the attached complaint, and appreciate the opportunity to respond.
  We have recently acquired this account, and we are actively working to ensure a smooth transition and address any outstanding concerns. We understand the importance of reliable service, and we are committed to assisting the customer in resolving any issues they may be experiencing.
  
  
  To ensure the customer receives prompt support, we have a dedicated team available at ************. We encourage the customer to reach out to us directly so we can better understand their concerns and work toward a resolution as quickly as possible. Our goal is to provide the highest level of service.
  
  
  Sincerely,
  Fluent Home Compliance 
  
  

• Initial Complaint

  Date:01/29/2025

  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.

  12/24/2024 till now
  
  $243.13
  Did not disclose that I would be getting a new system installed on the wall security and I would be renting it through monthly payments. Trying to get a hold of anyone at the company for hours. They hang up on me and won’t take my call put me on hold for hours. I can not get anyone information. I was trying to call to cancel service completely with them but they are not taking my call. I took over the security system when I bought the house from the previous owner and she paid off the equipment in the home so when I called originally to start it up I was month to month. I hope I still am but they sent someone out to fix the system and said to me they had to install a new wall panel on the wall for it to work never saying I would have to pay for that I didn’t break the old one and never signed a new contract tract.

  Business Response

  Date: 02/17/2025

  February 17th, 2025  
  
  Complaint ID: ******** – ***** ****** 
  
  Hello,  

  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to respond. 

  Upon reviewing the details of the complaint and the relevant account information, we can confirm that the account in question belongs to ******* ****. This account was established in October 2022 for a 60-month term, set to conclude in October 2027. The charge referenced in the complaint is not a financing charge but rather Mrs. ****** monthly monitoring fee, which she agreed to as part of her service agreement. 

  We are happy to assist the complainant; however, we require Mrs. ****** authorization and verification, as this is her account. Please have her contact us at her earliest convenience so we can address any concerns directly. 
  
  Best regards, 

• Initial Complaint

  Date:01/27/2025

  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 contracted with Fluent Home LLC to provide an alarm system to protect my home June *******. The system worked until 12/17/24 where the alarm panel went completely dead. Fluent charged me $150.00 to have a service tech come out to do the repair. They were not able to get anyone there until a month later on 1/17/25. The day after the tech left on 1/18/25 the panel went dead again. I have called Fluent numerous times to have another repair tech come out and they have been either unwilling or not able to send anyone out. I cancelled the contract via email 1/24/25 and I have received confirmation from them. I explained that I did not think I should have to pay the balance of the contract due to breach of contract for not providing service. Their response is that I owe them the balance of the contract. I intend to contact the *** in this regard.

  Business Response

  Date: 02/05/2025

  February 5, 2025 
  
  Complaint ID : ******** ********, Nancy 
  
  Hello, 
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  
  After reviewing the relevant account details and the comments provided by the complainant, we can confirm that she has been experiencing technical issues with her system. To address her concerns and resolve any dissatisfaction, we have offered to dispatch a technician for a revisit at no cost to her. Additionally, we have extended an offer of three months of credit in recognition of the delay in servicing her system, as her location falls outside our pre-scheduled technician service areas. 
  
  We have requested the complainants cooperation in facilitating a resolution. However, should she choose to cancel her agreement with Fluent Home, she remains responsible for any applicable buyout amount as outlined in her agreement. 
  
  We remain committed to resolving this matter and continue to offer the three months of credit along with a technician revisit at the earliest available opportunity.
  
  Sincerely, 
  Fluent Home Compliance 

• Initial Complaint

  Date:01/23/2025

  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.

  September 20, 2024:I was in my front yard gardening. A man walked up to me and said "Hi, remember me? I am the guy who installed your Vivint security system." - Count 1 of fraudulent contractual misrepresentation. Deliberate deception-the guy had full knowledge that he had not installed my system when he came up to me. This is fraudulent contractual misrepresentation. I did not know this because my wife is the one who dealt with the home security.He said Vivint is no longer going to be directly servicing my area. They feel customers would be better served if they used local services for better response. This statement implied that he worked for ****** and Vivint was using local sources -Count 2 of Contractual misrepresentation. He said there would be a different billing charge in our bank statement. The charge would be changed from Vivint to Fluent. The truth is the billing was not changed from Vivint to Fluent. Fluent was added. I am paying for 2 systems Count 3: Contractual Misrepresentation.Contractual Misrepresentation is the standard operating procedure. This is made clear by the General Clarification Questionnaire they claim I read and reviewed carefully and signed. I did no such thing. Unethical Unprofessional Conduct is the only way they do business. I have asked **** **** to refuse business license renewal. I have complaints into ****, Utah Attorney General, and *******************************. Your revocation may aid in that decision.

  Business Response

  Date: 02/02/2025

  February 2nd, 2025 
  
  
  Complaint ID#: ******** *******, ****** 
  
  Hello,  
  
  Fluent Home acknowledges receipt of the abovementioned complaint and appreciates the opportunity to provide a response. 
  
  Upon reviewing the complainants concerns, our records indicate that we have directly addressed this matter with her. Additionally, we have informed her of the recorded welcome call, which clearly outlines the terms of the agreement. During this call, the complainant acknowledged and accepted these terms and confirmed that her decision to enter into the agreement was made voluntarily, without any misrepresentation.
  
  Nonetheless, we recognize that the complainant remains dissatisfied with the situation. In an effort to resolve this matter, we have extended multiple resolution options, including a request for a buyout letter from her previous provider. This documentation will allow us to assess her case further and explore a tailored resolution. 
  
  We are currently awaiting the requested documentation to proceed accordingly. 
  
  Thank you for your time and consideration in reviewing this matter.  
  
  Sincerely, 
  Fluent Home Compliance  
  

• Initial Complaint

  Date:01/07/2025

  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.

  December ********************************************************************************************************** the system for us and now he works for fluent and is going to move our system over to fluent and that it would be cheaper and asked my husband for a check to show payment info and the have already started charging us and all the camera havent been set up so I tried calling ****** about it and they hadnt sold our contract to fluent like the agent said so we are paying for two security systems that are not working and agent lied to us about the change he had been fired from Vivint and set us up with fluent lying to get it set account is under *** ****** phone number ************

  Business Response

  Date: 01/16/2025

  January 16th, 2025 
  
  
  Complaint ID#: ******** ******, Laura 
  
  Hello,  
  Fluent Home acknowledges receipt of the attached complaint and appreciates the opportunity to respond. 
  
  Upon reviewing the complainants comments, we have confirmed that they entered into an agreement with Fluent Home on December 31st for a 60-month term. Our records, including the signed documentation and the recorded Welcome Survey completed by the complainant, indicate that the terms and conditions of the agreement were clearly communicated and acknowledged. 
  
  We understand, however, that the complainant is still being billed by another provider. On January 7th, we requested that the complainant provide us with documentation from their current provider. Once we receive the necessary documentation, we will review the details to determine how we can best assist in resolving this matter. 
  
  We look forward to receiving the requested information so we can assist accordingly. 
  
  Thank you for your attention to this matter. 
  
  Sincerely, 
  Fluent Home Compliance 

  Customer Answer

  Date: 01/31/2025

  On 12/31/24, ***** ********* knocked on our door.  My husband, *** ****** answered the door.  ***** informed *** that our security company Vivint was no longer serving our area.  He said that his company, Fluent was picking up the contract for clients that ****** was servicing.

   

  ***** ********* was the sales representative when we established a contract with Vivint 5/12/22.  He told us that he needed to install Fluent's hardware.  He said that the billing would need to be changed for the payment to go to Fluent instead of Vivint.  *** gave him our bank routing number.  There was no contract discussed or given to us.  We assumed the contract didn't change.  The only signature provided was on an electron pad device.  *** thought he was signing for the payment.  ***** scheduled a time with *** for another Fluent employee to install their system.  The Fluent employee did a partial installation, said he would return to finish it, but has not returned to complete it.

   

  We received a text from an unknown number that we later found to be a text from Fluent.  The text included a contract.  The contract had a fabricated email address, the wrong address, and a forged signature.

   

  I contacted Vivint on 1/7/25 to see when they were going to come to finish the installation.  That is when I found out that ***** misrepresented Vivint and fraudulently stole the contract for Fluent.  Vivint was confused by my question because they didn't have a workorder to change the installation at our home.  I explained what ***** had told us when he visited on 12/31/24.  They said that his story was not true.  Vivint had not authorized and changes to our account.  I had a video of ***** from our door camera and I sent it to Vivint.  I told Vivint that their hardware had been removed and that I had it in a bag.  Vivint came on 1/16/25 and removed Fluent's hardware and reinstalled Vivint hardware.  We still have not heard from Fluent regarding the completion of their installation.

   

  I called Fluent on 1/7/25.  The agent I spoke with said that we had agreed to have any agent come and install when Fluent called about service.  They said that we should have told them about Vivint system and contract.  I told her we didn't get a call.  She told me that they had a recording of the call.  I told her that I wanted to hear it and get a copy of it.  She said that I would have to subpoena the recording.

   

  *** isn't a technology guy.  He doesn't do texting on his phone.  We noticed on 1/18/25 that he had received a text from an unknown number that we later found to be a text from Fluent.  The text included a contract.  The contract had a fabricated email address, the wrong address, and a forged signature.

   

  We appreciate any help you can provide to terminate the contract with fluent and to stop this type of predatory sales.  This was clearly fraudulent.

   

  Thank you,

   

  ***

  Business Response

  Date: 02/07/2025

  February 6th, 2025 

   

  Hello, 

  We are in receipt of the additional comments provided by the complainant and are working with them directly resolve any concerns they may have. 

  Sincerely, 

  Fluent Home Compliance

• Initial Complaint

  Date:12/10/2024

  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.

  $44.99 is auto deducted from my account the 6th every month for home security. It was a 4 year contract that ended quite a while ago. The memo for the withdrawal now says API Alarm monitor. The service was interrupted by an other alarm company but never restored back to Fluent (not their fault) but now that the contract time is over, I have not been able to reset my online password and get the service charges canceled. I would like the withdrawals from my bank account stopped.

  Business Response

  Date: 01/03/2025

  December 31, 2024 

   

  Complaint ID: ******** ****, *****

   

  Hello,

   

  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to provide a response. 

   

  Upon reviewing the complainants comments and account details, we confirm that no prior request to cancel the account has been received, as outlined in the terms of the agreement. However, we will consider this complaint as a formal cancellation request and agree to terminate the account effective January 30, 2025.

   

  Should there be any remaining balance on the agreement, API Alarm **** will issue an invoice within 30 days, if applicable.

   

  Thank you for your time and attention to this matter. Please feel free to reach out should you require additional information or clarification.

   

  Thank you for your time and consideration in reviewing this matter.  

   

   

  	***** **** Compliance Officer
  	*****************************************************************************************************************************************************************************************************************************************************************
  	************

   

  ...
  
  [Message clipped]  View entire message

• Initial Complaint

  Date:11/29/2024

  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.

  There was a power outage on September 27, ***************************************************************** my neighborhood. Power was out for about an hour & a half. My system hasn't worked with Fluent/API Alarm since the outage. The screen is black & button lights aren't lit up. I had to pay $20 for a new power transformer to be shipped. I received the part, installed it myself & the system still didn't work. First part of October a representative attempted to see if a technician could come out at no charge. I haven't heard back about getting the equipment looked. Another company was able to get the panel working and I now have service with them. I mailed a cancelation letter on October 15th that a representative who called me on November 29th stated she saw that I wanted to cancel my service. However, when I called back later after speaking to my present alarm company, that representative said there wasn't a letter of cancelation on file. She gave me an email address to send what will be my second attempt to cancel my service for an alarm system that didn't work due to technical issues with the equipment and the poor customer service provided in regards to resolving those technical issues.

  Business Response

  Date: 12/09/2024

  December 9th, 2024  
  
  Complaint ID: ********, ********, Stefanie 
  
  Hello,  

  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to respond. 
  
  Upon reviewing the details of the complainants concerns and account history, we confirm that her service was canceled as of December 4th, 2024, per her request. We regret the inconvenience caused by the technical issues with her system that were beyond our control and any miscommunication regarding her cancellation request. 
  
  API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  
  
  Thank you,  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22619686
  
  I am rejecting this response because:

  Until my account is actually canceled and I have received any final bill that I might owe, this issue isn't presently resolved. I've tried to find out the amount I owe but the representatives at Fluent can't give me the specific amount due & the number for API billing, no one answers the phone. I also requested a current copy of my contract to be emailed to me when I had to cancel my service for the second time. I haven't received a copy. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/02/2025

  January 1st, 2025

  Fluent Home acknowledges receipt of the additional comments provided and appreciates the opportunity to respond.
  
  Upon further review of the complainants concerns, we must note that we are unable to assist in billing related inquiries, as these matters are managed directly by API Alarm **** We encourage the complainant to contact API Alarm **** directly for resolution of their billing-related concerns.
  
  Thank you for your attention to this matter.
  

• Initial Complaint

  Date:11/27/2024

  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 signed up for Fluent in 2019, since the start I had problems with the equipment. They will only send out one complimentary tech visit, after that they charge for each visit even though you are already paying a monthly fee. I disconnected the equipment because it hasnt worked, *** been paying for a service with equipment that doesnt work. I requested a copy of my contract on March 24th, 2024 and I didnt receive it until May 16th, 2024. I sent an email requesting to cancel my contract at the end of my contract. I was advised to call the resolutions team to cancel, but they are impossible to get in contact with, you wait to speak with someone for 30+ minutes, have never been able to get in contact with this department. So now, not only have I been requesting to cancel it is now after my contract end date and Im still being charged.

  Business Response

  Date: 12/17/2024

  December 17th, 2024  
  
  Complaint ID: ******** *****, *********  
  Hello,  
  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to address the matter. 
  
  Upon a thorough review of the complainants account and comments, we confirm that the required documentation to terminate the account had not been previously received. However, we will consider this complaint as fulfilling the necessary requirements and, therefore, agree to terminate the agreement effective December 27, 2024. 
  
  Please note that API Alarm **** will issue a final invoice for any remaining balance on the agreement within 30 days, if applicable. 
  
  We appreciate your attention to this matter and remain available should she have any further questions or concerns. 

• Initial Complaint

  Date:10/03/2024

  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.

  With purchased of our Solar installation we were promised 18 months of payments (reimbursement) I was also to receive another 6 months of payments (reimbursements) along with $2500 for issues on their part of installation. I received the $2500 and received reimbursements through 2023. Starting in January 2024I stopped receiving the reimbursement payments. They said they were stopping all payments however my brother and another friend were still receiving their checks. I have called multiple times and got the run around and told that I would receive the payments. It has been almost 9 months and nothing has happened.

  Business Response

  Date: 10/22/2024

  October 22, 2024

  Hello,

  We regret to inform you that we are unable to respond to the referenced complaint, as it falls outside the purview of Fluent Home. We encourage the complainant to contact Fluent Solar directly, as they are a separate entity with no affiliation to Fluent Home.
  
  
  Thank you for your understanding.