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:08/12/2024

  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.

  After two weeks of trying to cancel my Fluent services via telephone, I am told because I have no one to assume the service or I am not transferring the service then I would owe the company greater than $1,000 dollars. I asked the *** how this was calculated when my monthly service is only $32.99/month. I asked, how is it that $32.99 times 11 months equal over $1,000. She fed me some excuse about taxes being included, but I would think that taxes would be included in my monthly amount. Does Fluent not charge taxes until a customer leaves? Isn't that illegal? I asked to speak to a supervisor and she stated there were only TWO people taking calls and her supervisor was taking calls. She asked that I write my name, address, statement of cancellation, on a piece of paper, sign it, take a picture and send it to them. This constitutes a cancellation? Fluent never sent me anything in the mail advising that a new contract was starting and did not get my consent to start a new contract. Additionally, based on my calculations, a new contract would not be effective yet since I did not get Fluent service until November 2020, so I am within the window to cancel these services. I would like my system cancelled with no further draws from my account.

  Business Response

  Date: 08/20/2024

  August 20, 2024 
  
  Complaint ID: ******** **************************  
  
  Hello, 
  
  Fluent Home is in receipt of the above-referenced complaint and appreciates the opportunity to respond. 
  
  Upon reviewing the complainants comments and our records, we can confirm that your written request for account cancellation, received on August 12, 2024, has been processed. Accordingly, this account will be cancelled effective September 12, 2024. Any remaining balance on the agreement will be billed by API Alarm **** within 30 days, if applicable 
  Thank you for your anticipated review of this matter.  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22130606
  
  I am rejecting this response because Fluent has stated they will bill me for the amount remaining on the contract.  I will again state that I never received a renewal notice from Fluent, and disagree with the company's process of not notifying customers of renewals and the length of the renewal.  Additionally, Fluent has advised that they would not charge me for the contract if the new homeowners decided to go with Fluent.  It is not my job to sell Fluent services and believe that Fluent should cancel this contract with no further charges.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2024

  
  August 28, 2024 
  
  Complaint ID: ******** **************************  
  
  Hello, 
  
  Fluent Home is in receipt of the above-referenced complaint and appreciates the opportunity to respond. 

  
  As we do not handle payment processing for Ms. ******** account, we cannot provide details on the remaining term or buyout costs. We offered an alternative to transfer ownership of her agreement to ensure her satisfaction. However, since she chose not to pursue this option, we have moved forward with her request to cancel. API Alarm **** will bill any remaining balance within 30 days, if applicable. 
  
  Thank you for your anticipated review of this matter. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22130606
  
  I am rejecting this response because againI am not a salesman for fluent and not responsible for convincing the new homeowner to use its alarm system.  Fluent is not even willing to meet me half way as a loyal paying customer.  I would recommend future customers not buy a ********************** system.  I cannot even access an online system for this company let alone reach them by phone since there are only two reps answering phone calls.  Totally unacceptable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2024

  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.

  I agreed to using Fluent as my home security system. My 5 year contract has passed by 1+ years. I am attempting to end my service. However Fluent is not responding to my calls or emails. I have called multiple times and end up on hold more than an hour. I have even left my number to receive a call back when an agent is available and still have yet to receive a return call. My system has not worked in a few years. I want the $61.99 per month to stop being withdrawn from my account.

  Business Response

  Date: 08/27/2024

  August 27th, 2024  
  
  Complaint ID: ******** *******, Terri 
  
  Hello,  
  
  Fluent home is in receipt of the abovementioned complaint and appreciates the opportunity to respond.  
  Upon reviewing the complainant's comments and our records, we can confirm we have received her request to cancel as of August 13, 2024. Consequently, her account will be terminated effective September 13, 2024. API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  

  
  Thank you for your anticipated review of this matter.  

  
  Very Truly Yours,  
  Fluent Home Compliance 

  
  

  Customer Answer

  Date: 08/28/2024

   
  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.
  I have exceeded my 5 year contract so I will NOT have a balance. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2024

  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.

  My dad has been trying to cancel his service for weeks. His house has sold and closing is Friday. He simply wants to buy out the contract and cancel the service. We have called several times. I have waited in queue for 37 minutes the first time, 40 minutes the second time and I'm currently in the queue right now and we are almost at an hour. We emailed a signed Intent to Buyout Contract and tried pressing 0 on multiple calls for a call back. My dad is 86 and this type of stress on him is unnecessary. Nobody should have to do this! Also, they convinced him he needed their service, even though he already had another home security contract, which cost him over $2,000 to pay out that contract.

  Business Response

  Date: 09/04/2024

  September 4th, 2024 

   

  Complaint ID: 22111944

   

  Hello, 

   

  Fluent Home is in receipt of above mentioned complaint and appreciates the opportunity to respond. 

  Upon reviewing complainants comments and account we can confirm that we have received his request to cancel as of August 14th, 2024. Consequently this account will be cancelled as of September 14th, 2024. API Alarm Inc. Will bill any remaining balance on the agreement within 30 days, if applicable. 

  Thank you for your anticipated review of this matter. 

   

   

• Initial Complaint

  Date:08/07/2024

  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 contacted Fluent last year to cancel my service and was advised that I was automatically enrolled in an additional three year contract after being in a contract five years. I was told to call back in July of this year in order to cancel. I’ve been calling the beginning of July I have emails I’ve submitted support request. II contacted Fluent last year to cancel my service and was advised that I was automatically enrolled in an additional three year contract after being in a contract five years. I was told to call back in July of this year in order to cancel. I’ve been calling since the beginning of July I have emails I’ve submitted support request. I also contacted a different department who submitted a support ticket, I did not get a callback until today after they bill me for the month of August. I asked to be reimbursed because I did advise to them that I tried to cancel service. I called them. They never answered. I was told that they are understaffed and that that’s why they can’t get to the phone or return calls and that they would not refund my money . I have my money for the month of August. Return because I tried to cancel service and I have a paper to prove it.

  Business Response

  Date: 08/28/2024

  August 28th, 2024  
  
  Complaint ID: 22109171 – Jones, LaShawnda 
  
  Hello,  
  
  Fluent home is in receipt of the abovementioned complaint and appreciates the opportunity to respond.  
  Upon reviewing the complainant's comments and our records, we can confirm we have received her request to cancel as of July 17, 2024. Consequently, her account has been terminated effective August 17, 2024. API Alarm Inc. will bill any remaining balance or refunds owed on the agreement within 30 days, if applicable.  
  Thank you for your anticipated review of this matter.  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts in the past to the billing department with zero luck. Every time I call, I get put on hold for an extremely long time which in the end results in me hanging up. I have continued to be charged $45 a month for services that I no longer have. This has been going on since 05-14-2022. I no longer have Fluent as an alarm service. $45 a month for this length of time adds up and I need this to stop.

  Business Response

  Date: 08/15/2024

  August 15, 2024 
  
  Complaint ID: ******** **********************;
  
  Hello, 
  
  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to respond. 

  
  Upon reviewing the complainants comments and our records, we can confirm that the cancellation process, as outlined in clause 2.4 of the agreement, has not been completed. As a result, the account has remained active.

  
  However, we will consider this complaint as formal notice of cancellation and will proceed with closing the account effective September 15, 2024. Any remaining balance on the agreement will be billed by API Alarm **** within 30 days, if applicable 
  Thank you for your anticipated review of this matter.  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 08/16/2024

   
  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:08/02/2024

  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.

  This company appears to be refusing to cancel my service and release my equipment even though I am years past the completion of my contract. I have spent five work days this week on hold for several hours each day and I have left my call back number numerous times.This company appears to be intentionally billing customers for service and not allowing customers to cancel their service once the contract is complete.

  Business Response

  Date: 08/12/2024

  August 12, 2024              
  
  
  Complaint ID#: ******** ******, David 
  
  Hello, 
  
  Fluent Home has received the above-mentioned complaint and appreciates the opportunity to respond. 
  After thoroughly reviewing the complainants comments and account, we can confirm that this account has been cancelled as of August 6, 2024, per his request. API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  
  
  Very truly yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:07/31/2024

  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.

  6/4/2024 I faxed to Fluent the copy of my mothers death certificate along with there requested information[name,address,phone number etc.] I followed up on June 12th spoke with an Amanda, who initially stated that they didn't receive my fax. I told her that I have my conformation and that this is a HIPPA violation. Shortly she came back and said that she found it in a basket at the service desk. I asked that since I sent it in on June 4th that my 30 days would be up July 4th and I should get notification that they have completed there 30 day review and would have this account turned off. Amanda, had to ask her supervisor, if this could be back dated to June 4th and got this approved. Here is is July 31st, I have not gotten any mail from Fluent ither than the daily email that this alarm system isn't on. The last 3 times I have attempted to call them 385-832-9055 I have waited on hold for 30 plus minutes and no one picks up. At this moment I have been on hold for 38.02 minutes.I hate to know that others that have recently lost there Mother would have to go through what I'm going through to get this alarm system turned off. I do hope that you can assist me in getting this resolved. I feel like they are taking advantage if my deceased mother and trying to continue to bill her when she is no longer here on earth....
  ****************************

  Business Response

  Date: 08/28/2024

  August 28th, 2024  
  
  Complaint ID: 22070895 – Cowart, Susan 
  
  Hello,  
  
  Fluent home is in receipt of the above mentioned complaint and appreciates the opportunity to respond.  

  
  Upon reviewing the complainant's comments and our records, we can confirm we have received her request to cancel as of June 4, 2024. Consequently, her account has been terminated effective July 4, 2024.  
  This response will constitute as a formal cancellation confirmation.  
  Thank you for your anticipated review of this matter.  

  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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 Fluent install a new alarm system and paid a total of $1,198.87 for instillation and activation. Fluent was unable to get my devices to add to their panel as advertised and never finished installation. I called several times to try to remedy the situation and Fluent failed to follow through on those remedies in a timely manner, leaving me with a home that was not properly secured despite charging me nearly $1,200. My attempts to have them come remove their equipment, terminate the service (which I refused to sign the contract for), and refund my money have been unsuccessful. They keep pushing me off and have failed to schedule the tech visit tor remove the equipment.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello, 

  We have reviewed the above referenced complaint and thank you for the opportunity to respond.
  
  After reviewing the complaints file, we find this complaint difficult to understand. Fluent Home did in fact install all of the devices listed. It has been explained to the complainant that the existing devices he wants added into his system with Fluent, are encrypted by his previous provider and need to be released from their account so we can add them in. 
  
  Fluent Home finds the alarm monitoring agreement to be valid and enforceable at this juncture. If there is anything we can do to help him through the process of contacting his previous provider to release the devices we will be happy to do so. 
  
  Thank you for your anticipated review of this matter. 

• Initial Complaint

  Date:07/23/2024

  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 are paying for home security service monitoring with Fluent home services. Our panel went out on July 4 and I called July 5 to get a technician to fix it. I called several times more and was told each time were trying to find a technician. Finally on July 22 I contacted ADT to set up home monitoring service because they were not getting back to me with a service date for this system. I still tried to contact Fluent to cancel my account, MyWife spent two hours on hold yesterday. I have spent over an hour and a half on hold today trying to get to a human being in the resolutions department to talk about canceling my account. We have yet to be able to speak to anybody. They took out our payment today for the monthly fee. They also on July 5 took out this $199 for the technician to come out. We are still not seeing a technician. I need to speak to a human being in this company that can help me get this resolved as in canceling my account and getting my money back. They have not monitored my system since July 4.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello,
  
  We are in receipt of the above referenced complaint and would like to thank your office for the opportunity to respond to this matter. 
  
  We are sorry for the issues the complainant experienced, and see that an appointment had been offered for July 30, 2024. Unfortunately, the complainant had already switched providers by that time. It is clear that the client does not wish to do business with Fluent Home. As per the alarm monitoring agreement, the complainant is required to provide a thirty (30) day written notice to terminate the account. ********************** will honor this complaint as the complainants written request to terminate services effective July 30, 2024. There are no refunds owed to the complainant at this time. 
  
  Thank you for your anticipated review of this matter. 

• Initial Complaint

  Date:07/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to end my 60 month contract with Fluent and received the run around and was told my contract isnt up and I have 6 more months. I requested a contract on 4 different occasions to prove their claim. I havent received one in the past three weeks. I have 60 months of bank statements to prove my claim. Repeated phone calls continue to receive the same promises of a contract being on its way and their refusal to allow you to end contract with them. Please help me to end this contract as they dont have a vehicle to end it other than calling them directly and being told lie after lie once they see you dont want to continue with their very unorganized company!

  Business Response

  Date: 07/30/2024

  July 29, 2024 
  
  Complaint ID: ******** *****************************;
  
  
  Hello,  
  
  Fluent Home is in receipt of the abovementioned complaint and appreciates the opportunity to respond.  
  
  Upon reviewing the complainant's comments and according to our records, the complainant has requested to cancel yet not sent the required notices per her agreement. Regardless, we will consider this complaint to satisfy said requirements and consequently cancel her agreement effective July 29, 2024. API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  
  
  Thank you for your anticipated review of this matter.  

  Customer Answer

  Date: 08/01/2024

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