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:07/17/2024

  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.

  My grandmother entered a contract with this company I would say a year or two ago Im unsure when exactly for a home security system. She signed a five year contract with them. My grandma has since passed and they have never been back out to service their equipment as well as they used the home security equipment already in the house. Among my grandmothers passing we had wanted to cancel the service and were told that we either had to transfer service to another person or pay out the service. My grandma passed 9/23/2023 and we have been paying the monthly bill of approximately $50 a month since for a system we couldnt even use due to the equipment not being set up.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello,
  
  My name is ************************* and I am the ** of Operations for Fluent Home. We are in receipt of the above referenced complaint and would like to thank you for the opportunity to respond to this matter.
  
  We have reviewed the complainants file and find this complaint difficult to understand. 
  
  Our records indicate that the system was in fact set up properly, and have notes in which we had spoken to the customer regarding their system throughout the term of providing service. In June 2023, the contract signer called to explain they would be moving. As the contract was entered to service the property in which it was installed for a period of five (5) years, the contract holder was provided the options to terminate the service. These options were to pay 80% of the remaining balance on the contract, or transfer the service to another party. The complainant declined both options and stopped payment. 
  
  The account has a significant past due balance, and our records do not show that we have been made aware of the contract holder's passing. 
  
  Please provide a written request to cancel, along with supporting documentation of the contract signers passing (i.e. - Death Certificate) and we will be happy to waive the past due balance and terminate the account. 
  
  Thank you for your anticipated review of this matter. 
  
  Sincerely, 
  
  *************************
  Fluent Home
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  Several parts of our security system quit working almost a year ago. I contacted the company on ******** after I was unable to find an answer on the website as to how to cancel my contract. I spent over an hour on 2 different days on hold. The third time, after another hour, a rep answered the call and told me to cancel the service I would have to pay over $1000 to pay off my contract. She then offered to send a technician at no cost to fix our system. I told her that would be great with us and asked when I should expect to have this done. She said she couldn't tell me a time frame in case it didn't happen in that time frame. It has been 2 weeks now and I have been unable to reach anyone by phone, email or ********.

  Business Response

  Date: 07/16/2024

  July 16th, 2024  
  
  Complaint ID: ******** **************************  
  
  Hello,  
  
  Fluent Home is in reciept of Abovementioned complaint and papreciates the oppurtunity to respond.  
  
  Upon reviewing our records, we can confirm that a technician's visit has been scheduled at no cost to the complainant. Should she require any further assistance, we are more than happy to help. 
  
  Thank you for your anticipated review of this matter. 
  

  Customer Answer

  Date: 07/17/2024

   
  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:07/09/2024

  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.

  I cancelled the account. Got another company, sent cancellation letter asking for final bill amount since contract had previously been signed so new company could pay it off. Havent got a like I was told on phone by support services and dont have but 2 weeks before new company wont pay. I have called 4times, emailed and cant get anyone on phone, stayed on phone an hour twice. I only want the final bill amount, need now to pay off. Tome is of the essence.

  Business Response

  Date: 07/12/2024

  July 12, 2024  
  
  Complaint ID: ******** *********************;
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  Upon reviewing the complainants comments and our records, we have verified her cancellation request as of June 28, 2024. Unfortunately, as we do not process the billing for this account, we are unable to provide any billing information. However, we have terminated this account at our end, and API Alarm **** will bill any remaining balance on the agreement within 30 days.
  We appreciate your anticipated review of this matter. 
  
  Fluent Home Compliance  
  

• Initial Complaint

  Date:07/01/2024

  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 contacted the company on 6/25/24 and was advised that I could cancel my contract with no penalty and no further payments otherwise over the phone. When I contacted Fluent again on July 1, 2024 I was then told that there would be charges incurred if I did cancel my agreement. Once I advised the representative that I was advised that I wouldn’t be charged the Rep advised that they shouldn’t have told you that. Furthermore, I asked several times to speak to a Supervisor and the Rep refused to transfer my call.

  Business Response

  Date: 07/04/2024

  July 4th, 2024 
  
  Complaint ID: ******** 
  
  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 that this account is active, and the completion date is October 7th, 2025. Per the agreement any premature termination would require the complainant to buyout the remaining balance on the agreement at a discounted rate of 80%.  
  
  The complainant has been advised of this requirement by our agents. Should he wish to cancel we will require this requirement to be satisfied.  
  
  Thank you for your anticipated review of this matter. 

• Initial Complaint

  Date:06/28/2024

  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.

  Around 5/01/2019 I adquiered the fluents home a fluent home security system. I was waiting for my original Vivint home security to come and confused the people from fluent for them. It was not till I had signed contract with fluent that I questioned if the had been bought over by someone elseto wich they corrected and informed they they were fluent and to give them a try so I said ok and moved forward.The first 2 years system worked fine but then began to fall apart I had various technicians come out and try to fix the different problems but would not fully fix and sometimes fluent people would proceed to try to sell me more ,to what I perceived as tie me down more so I would not agree.I called a year ago enfuriated wanting to cancel then and they told me I still had a year to go. To wich I decided to wait it out have them keep taking my money so that I could complete my contract. I tried again 6 month ago because system was causing problems false alarms technician came to my house told me my panel was the issue so they ordered me another panel No one was ever able to complete the service. I have been calling for the past month holding for an 1hr and a half at a time to be tranfered to odd extension leaving msg. To getting tired and finally asking them to give me a call back. Only to have them want to come out once again and fix the system. I have in good faith waited the time of my contract with them to cancel out, now they tell me they have automatic renewal and im tied to another *************************************************************** 2 years.This is robbery with deceit and I dont know how companies could be allowed to steal from customers like this.there has to be something that can be done so companies like this can not do this to people and force them to pay for services they do not provide.

  Business Response

  Date: 07/04/2024

  July 4th, 2024 
  
  Complaint ID: ******** 
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond.  
  
  Upon reviewing the complainants' comments and our records, we can confirm her agreement has been auto renewed as of May 2nd, 2024. This renewal ensures that there is no lapse in security along with a price locked rate and extended warranty period on provided equipment.  
  
  Per complainants' agreement a written notice of cancellation is required to be submitted 30 days prior to this renewal term to effectuate any agreement termination. As this was not received the agreement was renewed for a 36-month term to be completed on May 2nd, 2027.  
  We are sorry to hear that the complainant wishes to terminate their service and are happy to assist the client if there is anything we could do to retain their business 
  
  At this time, we acknowledge the complainants expressed desire to terminate their agreement therefore we will require a written request to cancel be submitted to ******************************. Once complete the account will be terminated by the end of the following month, and any final amount owed on the agreement will be billed out by API Alarm ****   
  Thank you for your anticipated review of this matter. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21912321
  
  I am rejecting this response because: an email was already sent to cancel services the same day this letter was sent to Better Business Burea and I will not be paying for 36 more months because fluent was aware of how dissatisfied I was with their servive but because they have you tied down they really dont care for customer service. If they did they would have made me fully aware that I needed a 30 day written notice when I called and tried to cancel them before. I had not had the experience with any other home security company, where they would automatically tie you down for another 36 month most contracts go month to month until you sign another contract, but, may be theses are the practices that fluent uses to retain a customer base with very dissatisfied customers and how they make money by basically stealing your money for a service they do not provide.I in good faith fulfilled my original contract and had them come out to try and resolve the issues with my system  but in the end I gave up and just waited for the day to come to end services with them. I  can no longer  in good faith continue to pay for services they are and have not provided.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2024

  July 11th, 2024 
  
  Complaint ID: ******** 
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond.  
  
  Upon reviewing the complainants' comments and our records, we can confirm reciept of her request for cancellation as of June 27th, 2024. Consequently her account will be cancelled as of July 27th 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. 

• Initial Complaint

  Date:06/20/2024

  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.

  Fluent has lied about their contract obligations for five years and has not provided a functional system since installation. It is a nonfunctional product with outrageous customer service - all calls are on hold longer than two hours and then hung up on when trying to resolve an issue. Yet they continue to charge my account after cancelling many times throughout the five years of "service". I have paid 80$ a month for five years for a service that does not work and once the contract was up (three years ago), they refuse to stop charging despite signed written and email submissions to the company demanding ending "service". This needs to stop they are predatory on infirm and elderly people.

  Business Response

  Date: 06/25/2024

  June 25, 2024 
  
  Complaint ID ******** ************************;
  
  Hello,  
  We are in receipt of the above-mentioned complaint and thank you for the opportunity to respond. After reviewing the complainant's file, we can see that we have received an emailed cancellation notice on June 15, 2024. In ordinance with our policies her account will be terminated as of July 15, 2024. API Alarm **** will bill out the remaining balance owed on the contract within 30 days, if applicable. 
   
  Thank you for your anticipated review of this matter. 
  
  Very truly yours,  
  Fluent Home Compliance 
  

• Initial Complaint

  Date:06/19/2024

  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 moved into an assisted living facility based on not being able to care of myself any longer and sold my house. I called to cancel my account and was told that i still had 18 months left and would have to pay the difference or transfer the system . The new owners of the house had a bad experience trying to transfer the system into their name and are no longer interested in having it. I have tried multiple times to cancel the system and they put you on hold for over an hour before you talk to anyone and when i did talk to someone the told me if my credit card is cancelled it will be sent to collections, they told me if the owner of the house dies the contract still exists and must be paid. When I try to pay the $1000 left on the contract they give me the run around. They will automatically renew your contract after 3yrs but they wont let you cancel even before it gets renewed. I am 80yrs old and currently still paying for a security system in a house i no longer own. This is the worst company I would ever recommend them to anyone, their customer service is awful, basically non existent.

  Business Response

  Date: 06/27/2024

  June 27, 2024  
  
  
  Complaint ID: ******** 
  
  Hello, 
  
  Fluent Home is in receipt of the attached complaint and would like to thank your organization for the opportunity to respond. 
  
  
  After reviewing complainants' comments and account, we are able to verify that her account remains active as we have not received her signed notice of cancellation as required by terms 2.4 of her agreement.  
  
  Nevertheless, we will consider this complaint to satisfy such requirements and agree to terminate her account effective June 27, 2024. API Alarm **** Will bill out any remaining balance eon the agreement if applicable.  
  
  We hope this resolution is amicable to the complainant. 
  
  Very truly yours,  
  
  Fluent Home Compliance 
  

  Customer Answer

  Date: 06/28/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  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 have called fluent home and security. Four times now to help fix my cameras. I've called twice for them to send me my contract. Every time I call they said I will receive my contract within 5 business days. It has been over two months and I haven't received anything. I pay for an alarm system and none of the cameras are working. I asked if someone could come out and fix them. Because I don't have a ladder to reach them. They told me to walk around and ask my neighbors for a ladder. Their customer service has not been good. I wanna cancel my contract with them. What am I paying for if they can't help me fix their alarm system. I do not find this fair.

  Business Response

  Date: 06/19/2024

  June 19th, 2024          
  
  
  Complaint ID#: ******** ******* Pamela 
  
  Hello, 
  
  Fluent Home acknowledges receipt of the attached complaint and appreciates the opportunity to respond. 
  Upon a thorough review of the complaint, our records indicate that the complainant required assistance with her camera connectivity after switching internet service providers. We spoke with **************** on May 18, 2024, and successfully troubleshooted most of her devices. The devices she was unable to reach are disconnected, and her system is showing no other trouble codes. 
  We offered the complainant a technician visit at her expense for $129, yet she refused this service. 
  
  Our equipment is designed to be intuitive, requiring only basic connections and troubleshooting. For convenience and promptness, we typically provide assistance over the phone. However, we understand Ms. ******* dissatisfaction with the process. Therefore, as a one-time courtesy, we are prepared to offer a technician's visit at no cost to ensure her satisfaction with the system provided. 
  
  Thank you for your anticipated review of this matter. 
  
  Very truly yours, 
  
  Fluent Home Compliance 

• Initial Complaint

  Date:06/04/2024

  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.

  March 8, 24 called Fluent advising when my contract expired ***** 4. I didnt want to renew. Was told by ***** customer rep that I had to email request with details and provided email address to the customer service department. Which was sent March 8 I receive confirmation from ********************* 14 that request was received and being sent to retention team for cancellation. On 5 May I was charged for monthly monitoring service. May 13th I called Fluent spoke with ************************ was told request was not received. I resent confirmation email to ***** was advised it would take ***** business hours for account to be closed and credit applied. Kept checking account no credit applied then June 1 I received another bill. Called API fluents billing department was advised account was not closed and transferred to Fluent. Was talking to EL said my account was closed as of May 13 I would be charged for **** monitoring service. Ask why I was being charged when account was suppose to be closed back in ***** .was advised request was not received until May. Told her that was not the case the request was sent & received back in March. Asked if she wanted confirmation email sent to her was told no. No one contacted me to discuss a new contract or rate change so I thought account was closed. I requested the account be back billed & closed effective ***** 4 which was end of contract. Was told that that could not be done that I did not send the request in till May and there was nothing that I could do. This is not acceptable to me I did everything correctly on my end nor do I appreciate being called a liar. It is not my fault that their billing department or customer service department did not get the request to close until May my contract should have never renewed. This has been very upsetting & frustrating a lot of time waiting on hold and being transferred. I would like all funds that were charged after ***** 4/24 credited back to my card.

  Business Response

  Date: 06/19/2024

  June 19, 2024 
  
  Complaint ID: ******** *******, Dena 
  
  Hello,  
  We are in receipt of the above-mentioned complaint and thank you for the opportunity to respond. After reviewing the complainant's file, we can see that the account has been terminated effective May 13, 2024, any erroneous payments processed after that date will be remitted to the complainant. API Alarm **** will bill out the remaining balance owed on the contract within 30 days if applicable. 
   
  Thank you for your anticipated review of this matter. 
  
  Very truly yours,  
  Fluent Home Compliance 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21800676
  
  I am rejecting this response because:I called on March 9th to have my account closed. Was told to send request in writing and my contract would  not renew at the end of my term which was April 5. Emailed the request on March 9th Received notification on March14th long before my renewal date that  my request was being sent to resolutions  department for closure. Checked my account on May 5 and was billed my monthly amount. Called fluent to see why I was billed said I had not sent in notification that  I wanted it close. Resent information and email notifications that it was received back in March. They received it the second time and closed my account. My problem is the contract was not suppose to renew back in April so I dont know why it did there was no conversation agreeing to a new contract with a new date or monthly amount. I did everything correct on my end the error was made by fluent so why should I have to pay. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/24/2024

  June 24, 2024 
  
  Complaint ID: ******** *******, Dena 
  
  Hello,  
  We are in receipt of the above-mentioned complaint and thank you for the opportunity to respond. After reviewing the complainant's file, we have received her notice of cancellation on March 9th, 2024. As advised, API Alarm **** Will bill any remaining balance on her agreement, if applicable.  
   
  Thank you for your anticipated review of this matter. 
  
  Very truly yours,  

  
  Fluent Home Compliance

• Initial Complaint

  Date:06/03/2024

  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.

  I am trying to cancel the service. I have called at least 5 different numbers, two of which hung up on me. No one I have talked to can tell me if the service has been canceled or what the buyout for the contract is. There has been no supervisor that I can talk to. I'm trying to honor this stupid contract, but if no one reaches out to me with the ability to end my service and tell me how much I owe, I will stop payment.

  Business Response

  Date: 06/19/2024

  June 19, 2024 
  
  Complaint ID: ******** *****, **********;
  
  Hello,  

  
  We are in receipt of the above-mentioned complaint and thank you for the opportunity to respond. After reviewing the complainant's file, we can see that the account has been terminated effective May 24, 2024. API Alarm **** will bill out the remaining balance owed on the contract within 30 days if applicable.  
   
  Thank you for your anticipated review of this matter.  
  
  
  Very truly yours,  
  Fluent Home Compliance