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:09/23/2024

  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.

  I've had Fleunt since 8/2018. I purchased ALL equipment. 3 cameras, panel, fire alarm, & wireless remotes. I have not been in contract for a number of years. My house has been broken into numerous times with Fluents monitoring. I have called serval times and I've been left on hold for an hour or more. No results. I sent emails. No results. When I actually get a *** on the phone, they transfer me, answer then hang up. No resolution. December 2023- January 2024, my home was broken into for the 2nd time, several times in a row. I looked at my app to notice how many entries took place. My items were stolen. Someone or persons had been living in the house. I asked fluent to end my contract via email & several calls. They are still drafting & overdrafting my a count. I sold that home, May 2024. Today, 9/23/2024, I am being charged STILL. This company is a scam & rip off. The technician who came out 1/1/2024 told us Fluent is a terrible home security company. The break ins caused so much damage to my home, I couldn't get the value I needed before I sold it. The ***s play dumb. Their contact info is incorrect. This company is a **** 100%. I had police incident happen right in front of that ***************************** equipment never picked any of it up. At the time, I worked for my internet ************** a ***utable band across the **. It wasn't my internet, it is Fluent. I hope this message reaches the ************ WE CAN'T CONTACT. ****** ****, ********** ****, President A.P.I. Alarm *************** These names are listed on my original contract. I should have known when the lady came to our home during dinner this was not a good company to have service our home. A TOTAL RIP OFF! I am more than disgruntled. Someone is sitting around eating great while citizens suffer! My personal items, family pics, kids pics, & memories are gone. My appliances destroyed & gone! ALL stress has come from this. My husband is in and out of the hospital for end stage reno failure, no trust no protection.

  Business Response

  Date: 10/03/2024

  October 3rd, 2024  
  
  Complaint ID: ******** *****, Crystal 
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  After reviewing the complainants comments and account details, we can confirm that we have fulfilled the complainants request to cancel the account as of September 12, 2024. API Alarm **** will issue any remaining balance within 30 days, if applicable. 
  Thank you for your time and anticipated review of this matter. 
  
  Sincerely, 
  Fluent Home Compliance 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22324582
  
  I am rejecting this response because:
  I have repeatedly requested cancelation of this account. I noticed my panel showing power failure issues, possible due to a storm or tampering. I went to the house to check and reset the panel, even had the police meet me. No Fluent representative called me. This dates back to 10/2023. The hallway smoke detector malfunctioned yet, Fluent did not contact me. Throughout November my panel was not functioning correctly but I have been charged $64.99 monthly and my account was being overdrafted for $30 each time! Evidence points to considerable activity at the home from Oct 2023 to April 2024, remember, no one lives there. After I called repeatedly to see why this was happening, the **** treated me like it was nothing by placing me on hold 40 mins or more then hanging up on me and did not attempt to call back. I called back & the phone rang with no answer that's when I begin to try and find out where Fluent is located to send a letter to the corporate office but there is no office. This place is a scam. I want my money back!!! I've been with them since ********************************************************* my family, and property. This information is verifiable by Fluent. I even tried speaking to the tech guy but he literally hung up in my face after asking him could he let me know the most recent activity happening in my home. Did I mention I sold the home in May 2024 and I'm still being charged? It's October 2024. An entire year since the start of all this. I can break down the math for you, Fluent: $64.99 monthly, $779.88 yearly, $1200 in overdraft. Questionable Service from 2018 - 2024, that's 7 years, $5,459.16 + $1200 = $6,659.16 in charges. Now YOU do the math. That doesn't include the initial setup or equipment. I would like to see monetary results. Not a response which states forwarding any charges. I don't owe Fluent anything. Fluent owes ME $6,659.16 in addition to property damage!!! This isn't excellent customer service, this is a joke, a SCAM and a mockery. I WANT JUSTICE IMMEDIATELY. 

  Sincerely Disgruntled, 
  
  ******* *****

  Business Response

  Date: 10/27/2024

  October 27th, 2024  
  
  Complaint ID: ******** *****, Crystal 
  
  We have reviewed the additional details provided by the complainant and can confirm that the account in question was canceled at the complainants request as of September 12, 2024. 

  
  Per the terms of the signed agreement, the customer is responsible for all charges incurred up to the effective cancellation date, as well as any remaining balance under the agreement. 

  
  Regarding the complainants claims of service issues and continued billing after the sale of the property, our records show no evidence of system issues until June 2024. During this period, we provided troubleshooting assistance multiple times over the phone and offered a complimentary technician visit, which was not completed. As stipulated by the terms of the agreement, the contract remains active and enforceable until the buyout is completed. 

  
  While we acknowledge the complainants dissatisfaction, the charges billed are valid and consistent with the signed agreement. As Fluent Home does not process the billing for this account, we are unable to advise on specific balances or payments. API Alarm **** will issue any remaining invoices within 30 days, if applicable. 
  
  Thank you for your attention to this matter. 

• Initial Complaint

  Date:09/17/2024

  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.

  Contract with this company ended on 8/10/2024. API Alarm is used for their billing. I was told by them that they have yet to receive a cancellation notice from Fluent. I'm being told by Fluent, that my account is canceled. A full payment of $45.89 was deducted from my checking on 8/21/2024, and soon another payment will be withdrawn on 9/21/2024. No one will give me a straight answer and I'm being told by Fluent to contact API, and API is telling me to contact Fluent. I've been on the phone with both companies again today. I've been transferred to different agents and leave messages an no one replies.

  Business Response

  Date: 09/27/2024

  September 27, 2024  
  
  Complaint ID: ******** – ********, ******  
  
  Hello,  
  Fluent Home acknowledges receipt of the referenced complaint and appreciates the opportunity to respond. 

  After reviewing the complainant’s comments and our records, we confirm that the notice of cancellation was received on May 20th, 2024. In accordance with the terms of the agreement, the account was terminated effective August 10th, 2024. 

  
  Please note that as Fluent Home does not process billing for this account, we are unable to provide information regarding any payment transactions. For billing inquiries, API Alarm Inc. can assist the complainant directly. 

  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are moving and have been trying to contact the company about disconnecting the alarm system. They are difficult to get ahold of and when we do they just give us the run around. We have told them since we have a year left on the contract we would like to look at doing a buy out and being done with them. They said someone would call me back and still havent heard from them. Now the new owners take possession this week and we are left with the only choice but to take out the security system ourselves. Their service has been awful. Aside from being difficult to contact it doesnt seem like they are monitoring anything.. we have had the alarm go off before and they never contacted us about it. Horrible company.

  Business Response

  Date: 09/16/2024

  September 16th, 2024  
  
  Complaint ID: ******** ********************;
  
  Hello,  
  
  Fluent home is in receipt of the abovementioned complaint and appreciates the opportunity to respond. 
  
  After reviewing the complainants comments and account, we confirm that the account remains active as we have not received the required documentation to support the cancellation, as outlined in the agreement. However, in consideration of this complaint, we will treat it as satisfying the cancellation requirements and agree to terminate the account effective August 10th, 2024. 
  
  API Alarm **** will issue a final bill for any remaining balance on the agreement within 30 days, if applicable.  
  
  Thank you for your anticipated review of this matter.  

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2024

  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.

  We have been trying to cancel our services with Fluent however, they state we are in a 3 year contract with them but refuse to give us a copy of this said contract. We have been with them for over 5 years and have not signed anything. They state it was done electronically but that is not true. They refuse to cancel our services and want to continue to keep charging us. Our system has malfunctioned many times and has not worked properly for a while now and they want to constantly charge us to come fix their system when they installed faulty sensors.

  Business Response

  Date: 09/22/2024

  September 20, 2024  
  
  Complaint ID: ******** *******, ******  
  
  Hello,  
  
  Fluent Home acknowledges receipt of the complaint referenced above and appreciates the opportunity to respond. 
  
  After reviewing the complainants comments and account, we find that we did not receive the required notice of cancellation as stipulated in the agreement. However, we will consider this complaint as fulfilling that requirement and agree to terminate the account effective October 5th, 2024. 
  
  If applicable, any remaining balance on the agreement will be invoiced by API Alarm **** within 30 days. 
  
  Thank you for your attention to this matter. 

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home alarm installed in my home by, Fluent Home. I have had sevral issues with the system and want ot removed. I'm in my mid 80s and my daughter helps me with these things. The both of us, my daughter and myself, have been trying to contact this company for 5 days now. Hold times are way over an hour and then we get forwarded to someone else and they don't answer. Today was told he could see the request but couldn't help because not his department. This is awful. I don't want to pay for this anymore and I can't reach anyone. I want the alarm removed. They also told us someone would help us on last Monday. No call from them. I don't know what to do.

  Business Response

  Date: 09/11/2024

  September 11th, 2024  
  
  Complaint ID: 22211500 – Small, Shirley 
  
  Hello,  
   
  Fluent Home is in receipt of the abovementioned complaint and appreciates the opportunity to respond. 
  
  Upon reviewing the complainant’s comments and account, we find that the required documentation to terminate the account has not been received. However, we are willing to accept this complaint as sufficient notice and will proceed with terminating the account effective September 30, 2024. 
  
  If applicable, API Alarm Inc. will issue a bill for any remaining balance on the agreement within 30 days. 

  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:08/28/2024

  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 was a customer of Fluent Home securities a few years ago. The system was great at first, but quickly went down hill. The systems stopped working. I called the company and they made many promises, but nothing was fixed. Last January, I received a call from their company about money I owed them. I thought the account had closed. They informed me that somehow, I had been renewed. I asked what I needed to do to cancel my 'contract' and they gave me an amount of money. I paid that and expected the account to close in May. I tried calling to ensure the account was closed, but could never get through. I left messages and call back numbers but nothing ever came of it. It is now August and they finally called me back after I posted a negative review on their Facebook account. They told me that since I didn't call them during May of this year, I have now renewed my contract and owe them for three more years. I have not used their service in years, I have asked for my account to be cancelled, I have been blocked from getting this cancellation at every turn.

  Business Response

  Date: 09/14/2024

  September 13th, 2024  
  
  Complaint ID: 22211366 – Carlson, Rebecca 
  
  Fluent Home is in receipt of the above-referenced complaint and appreciates the opportunity to provide a response. 
  
  Upon reviewing the complainant’s comments and account, we can confirm that her concerns have already been addressed and the matter has been resolved. 
  
  At Fluent Home, customer experience is our top priority, and we trust that this resolution meets her expectations. Should she require any further assistance, we remain at her disposal and are happy to assist. 
  
  Sincerely, 
  Fluent Home Compliance 
  

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent Home Alarm is the worst company. We have been in our contract for 5 years on September 20th. Our contract states that they require a 30 day notice to cancel our contract. They ask us to do so by certified mail. I followed all protocol and now recieved my certified letter back stating Company moved and no forwarding address. I sent an email on the 20th of August to let them know about the issue and that I wish to get out of my contract on September 20th, which would be fulfilling our entire length of the 5 years. If they don't get a notice, they automatically lock you into a 3 year contract. I have no respect at all for these guys. They never answer the phone and now they don't respond to emails. How the hell does a customer get some kind of response from them. I feel like my only choice is to pursue legal action by contacting an attorney. I want someone to acknowledge that we have tried to contact them and to contact us in response to canceling our contract. I want an official letter by someone who actually has Authority and that it will be done correctly and I want this in writing that our contract will be terminated on our 30 day notice as of August 20th, 2024...per the last 3 un answered emails. 1 for every day I get no response. I am so frustrated and want answers.

  Business Response

  Date: 09/16/2024

  September 16th, 2024  
  
  Complaint ID: 22179703 – Delicia, Riley 
  
  Hello,  
  
  Fluent home is in receipt of the abovementioned complaint and appreciates the opportunity to respond. 
  
  After reviewing the complainant’s comments and account, we confirm that we received the notice of cancellation on August 20th, 2024. As a result, the account will be terminated effective September 20th, 2024. 
  
  API Alarm Inc. will issue a final bill for any remaining balance within 30 days, if applicable. 
  
  Thank you for your anticipated review of this matter.  
  
  

  Customer Answer

  Date: 09/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22179703, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Delicia Riley

• Initial Complaint

  Date:08/20/2024

  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.

  Desire to cancel service without additional charges denieddetails in settlement resolution statement.

  Business Response

  Date: 08/29/2024

  August 29th, 2024  
  
  Complaint ID: ******** ********************************  
  
  Hello,  
  
  Fluent home is in receipt of the abovementioned complaint and appreciates the opportunity to respond.  

  Upon reviewing the complainants comments and our records, we can confirm that this matter has been resolved. The complainant agreed to a renewal term of 24 months, which includes a $5 rate reduction and a complimentary technician visit. This term is in effect as of 8/20/2024 to be completed 8/20/2026.  

  Should the complainant require any further assistance or have additional concerns, we remain available and are happy to assist. 
  Thank you for your anticipated review of this matter.  

  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:08/20/2024

  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 am renting a home with the Fluent Home security system already installed by the Home owner. Shortly after I moved in to this rental, I called Fluent Home and told them I'd like to activate the already existing system. I spoke to a customer rep, signed me up and all I was told was that a technician would call me to activate the control panel that is installed at the house. This got activated, fast forward a few months, and the front door bell camera stopped working. I called tech support and they sent out a new one, I replaced it and it worked. Fast forward another maybe 6-8 months and it stopped working again. I called the company to deactivate my account with them, (this is 1.5 years after signing up) and only at this time was I informed for the very first time that I "signed" a 60 month contract with them and that I cannot opt out of the contract unless I pay the remaining fee of over $1,000. I was never once informed that my account was actually a 60 month contract, otherwise I would have never signed up. The rep I spoke to when I did sign up never once told me this was a 60 month contract. I contacted their support and requested the contract be emailed to me. My signature is NOT on the contract. I emailed Support and told them they cannot hold me liable to the contract as my signature is not on it. They informed me that I verbally agreed, but when I asked for the phone call recording, they said I have to provide a subpoena to even get my supposed verbal agreement. This is fraudulent and I am being held liable to a contract that I was never informed about or gave consent to.

  Business Response

  Date: 09/05/2024

  September 5th, 2024  
  
  Complaint ID: 22170935 – Redmon, Shelby 
  
  Hello,  
   
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  
  After reviewing complainants' comments and account we can confirm we have received her request to cancel and have consequently terminated her account effective September 5th, 2024.  API Alarm Inc. will bill any remaining balance on her agreement within 30 days, if applicable. 
  
  Thank you for your anticipated review of this matter,

  Business Response

  Date: 09/16/2024

  September 16th, 2024

   

  Hello, 

  We have waived the renewal of this agreement and cancelled the account. As previously advised, API Alarm Inc. will issue a final bill for any remaining balance on the agreement within 30 days, if applicable.

  Thank you for your anticipated review of this matter. 

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22170935
  
  
  
  I am rejecting this response because:

  Thank you for canceling the renewal. I just spoke with the Fluent company and was sent a screenshot of my account being canceled. So that is verified. I have left a voicemail with a.p.i. alarm to call me back to discuss what is left on my bill. I will not close this case until I speak with a.p.i. alarm to verify that I do not owe the remaining balance of the contract. 

  
  
  
  Sincerely,
  
  
  
  Shelby Redmon

• Initial Complaint

  Date:08/16/2024

  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.

  A Fluent Home rep. came to my home in May saying ADT moved its headquarters to Texas and I would be better served locally by Fluent. He told me Fluent has a “special arrangement “with Comcast that would also lower my cable bill. He wrote down on a piece of paper Fluent $82.99; Comcast $82.99, signed his name and phone # and said “This is your contact”. By doing this I would have a home security system and Comcast for a savings of $60 per month. Good deal right? After waiting 2 months to see if my discount was reflected on my Comcast bill, which it was not, I missed the cancellation period that I knew nothing about. Now I’m stuck in a 60 month contract. On top of that the buyout for ADT that was supposed to happen and they didn’t pay that, now I’ve been stuck with a $800 cancellation fee from ADT and all their equipment is out of the house! Fluent Home customer service is nonexistent cannot get through on the phone, always on hold.Emails are received but vaguely answered and always asking they need verification of who I am to verify the account. That’s been going on for over a month! I’ve went to 3 different address locations to talk to human in person, but every one of them is vacant, empty, don’t exist. I have supporting emails and attachments, I have text messages from their representative admitting he should not have used the “special arrangement “ scam with Comcast he sold me on. All I want is to cancel Fluent and warn people about their fraudulent practices and maybe ADT can reinstate my contract for the 2 years remaining so at least I can get something out of this mess . Thanks for any help you can do for me.

  Business Response

  Date: 09/05/2024

  September 5th, 2024  
  
  Complaint ID: 22154684 – Ball, Donald  
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond.  
  
  Upon reviewing the complainant’s account, we can confirm that this concern has previously been resolved. We addressed the issue by agreeing to buy out the complainant’s previous service provider’s agreement and welcoming them to the Fluent Family. 
  
  Should the complainant have any further concerns, we remain available to address them promptly. 
  
  Thank you for your anticipated review of this matter.