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:05/30/2024

  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 had an alarm system in a previous home with Fluent Home. I renewed my contract in March of 2019. I sold my home on December 30, 2019. The new owners did not want the system and we did not need a system at the home I purchased. I was told to call back in February of 2024 to cancel. When I called on 2./16/2024 the customer rep told me I had to provide a hand written note to cancel and sending a email with a picture of the note was sufficient. I received an email stating it would be cancelled within 30 days of receipt. They renewed my contract and are still charging me . Fluent and API have joined forces and they keep moving me form one company to other when I call. Currently the money is $111.98. They will continue to charge me ***** every month. When I did talk to someone at API - they said my contract was renewed. I want the contract cancelled - I followed all of the rules I was told. Please help me.

  Business Response

  Date: 06/19/2024

  June 19, 2024 
  
  Complaint ID: ******** *****, Terresa 
  
  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 March 16, 2024. API Alarm **** will bill out the remaining balance owed on the contract or any refunds 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

   
  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:05/03/2024

  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.

  My current area has a lot of power outages and Fluent Home security alarm does not work or have backup service to accommodate my power outages. The cameras and the service has not been that great either. I decided to go with another carrier that ensured I would feel safe in my home. I have tried to cancel my services with Fluent Home for 5 days in a role since April 30 through phone calls and emails with no success. I have been on hold for 3 to 4 hours every single day and no one will pick up the phone. After 4 hours the phone hangs up on me. I have emailed and they simply tells me to call. I told them to cancel my service in writing via email and told them the issues I was having trying to get someone on the phone and they still refused to assist me. I paid my bill on time for 3 years and was a great customer. I'm very hurt how Fluent Home is treating me. I just want them to cancel my service at **** ********** *** Lithonia, GA 30038 for **** *******. I was willing to pay the remaining balance and returned the equipment but I feel how I was treated they should clear my account to zero and I will returned the equipment.

  Business Response

  Date: 05/13/2024

  May 13th, 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. 
  
  We have reviewed the complainant’s comments and according to our records, Ms. ******* reached out to terminate her alarm monitoring agreement 4/19/24. We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  In accordance with clause 2.4 of Ms. ******’s agreement, it is stipulated that a formal notice of cancellation, duly signed, must be submitted to effectuate account termination. Without such formal communication, her account remained active. It is pertinent to mention that the term of Ms. ******'s agreement is slated for completion on 7/12/24. 
  
  We have received Ms. ******’s Notice of Cancellation as of 5/6/24. Consequently, her alarm monitoring agreement is terminated effective 5/6/24. Ms. ****** may anticipate receiving an invoice from API for any outstanding dues. Should she require clarification or assistance regarding the final bill, she is encouraged to reach out to API using the contact details provided therein. 
  
  This correspondence serves as formal confirmation of the cancellation of Ms. ******'s alarm monitoring agreement. 
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 

  Fluent Home Compliance

• Initial Complaint

  Date:04/29/2024

  Type:Product 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 have been trying since Jan. 25, 2024 to have service discontinued and ******** to stop. They keep taking money out of our account and have not stopped the ******** and have not discontinued service. I called for a couple of weeks in a row and. they keep saying that their computer systems are down, and that there is nothing that they can do to stop service until they come back into operations. I called on April 17, 2024, April 23, 2024, April 29, 2024. The wait times are mind boggling. On April 29, 2024 after 1 1/2 hours. of waiting I finally got someone to answer. They could not find the account and that took them 10 minutes or so. The gal. on the other end of the line said that they did have the original copy of the letter requesting the discontinuance of service, but they will be in the process of reviewing it and will give me a call back. They said that once they review that they will get a refund back. However does it really take three months or more to discontinue service. My mother is 97 years old and I am trying to help her get this cleared up. Very poor customer service. ********************** is certainly a very frustrating company to work with. I feel like they make it impossible to cancel service. They just keep stringing customers along. We want the service cancelled and the a refund from the company. The Account number is ******.

  Business Response

  Date: 05/08/2024

  May 8th, 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. 
  
  We have reviewed the complainants comments, and we are in receipt of the complainants Notice of Cancellation as of 1/25/24.  We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  Ms. Sewells alarm monitoring agreement has been terminated as of 3/20/24. We have submitted a request for any payments processed after 2/25/24 to be refunded. This letter will serve as official confirmation of cancellation. 
  
  We hope this resolution is amicable to the complainant.  
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 05/09/2024

   
  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:04/27/2024

  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.

  Hello, I want to cancel my service with fluent. I had them originally install my alarm 3/20/18 with a 5 year agreement. That agreement was up in 3/28/2023. I tried to cancel they said they auto renewed me into a contact. I dont want to keep the system or the renew contract. Cancel my system immediately.

  Business Response

  Date: 05/09/2024

  May 7th , 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. 
  
  We have reviewed the complainants comments and according to our records, Mr. ******* Contract has auto renewed since 3/24/23 and his alarm is being monitored constantly since then. Only recently did the complainants' system produce any trouble codes. which are as follows, 4/27/24: Panel Tamper, 4/28/24: Radio not Communicating.  
  
  Should the complainant wish to cancel, the agreement requires there to be a signed notice of cancellation to be submitted 30 days prior to any renewal terms or completion date (2/24/23). Per 2.4 of the complainant's alarm monitoring agreement any premature cancellation requires **************** to buyout 80% of his remainder agreement term. We will consider this complaint to satisfy Notice of Cancellation Requirements. 
  
  Notwithstanding these facts, we recognize that **************** does not wish to continue securing his home at a locked rate with an extended warranty period. Therefore, this response will constitute as an official cancellation confirmation, requiring no further monies to be paid, and his alarm monitoring agreement terminated. 
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 
  
  

• Initial Complaint

  Date:04/25/2024

  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 have been trying to contact Fluent Home Security for a week and have held over an hour. I was told that their system was down and that I would receive a call. The company seems to try to make it impossible to close my account. I fulfilled the 5 year contract requirement but I'm unable to speak with anyone to close the account. I asked the operator (****) if there is a website that I can use to close the account and she told me no. I would like to be contacted by someone that is with Fluent to cancel the services. I do not want to be auto renewed. I want to terminate the services.

  Business Response

  Date: 05/14/2024

  May 14th, 2024              
  
  
  Complaint ID#: ******** *****, Renita 
  
  Hello, 
  
  Fluent Home is in receipt of the attached complaint and would like to thank your organization for the opportunity to respond. 
  
  We have reviewed the complainants comments and according to our records, **************** reached out to terminate her alarm monitoring agreement 4/21/24. We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  In accordance with clause 2.4 of Ms. ******* agreement, it is stipulated that a formal notice of cancellation, duly signed, must be submitted to effectuate account termination. Notably, ************** was informed of this requirement on 4/25/24. ************** successfully submitted this required notice to us on 4/25/24 and her alarm monitoring agreement has been aptly terminated as of 5/2/24. 
  
  **************** may anticipate receiving an invoice from API for any outstanding dues. Should she require clarification or assistance regarding the final bill, she is encouraged to reach out to API using the contact details provided therein. 
  
  This correspondence serves as formal confirmation of the cancellation of ******************** alarm monitoring agreement. 
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  

  Fluent Home Compliance

• Initial Complaint

  Date:04/23/2024

  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 have been trying to cancel my account with **********************. Not only have the refused to cancel my account they will not give me the information of when my contract is even up. I spoke to them 2 years ago and they told me my account t was renewed and I would need to wait or pay a few grand to get out of the contract. Now they are refusing to cancel my account, I have sent them emails and phoned them. For the last three weeks they have been saying that they are down for maintenance and that they can't do anything, but in the meantime if your account goes past the 30 day **** to cancel your account will automatically renew. I want to cancel this before it renews. This is by far the worst company to deal with. They are a bunch of scammers.

  Business Response

  Date: 05/09/2024

  May 9th, 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. 
  
  We have reviewed the complainants comments and according to our records, we are in receipt of the complainants Notice of Cancellation as of 4/23/2024.  We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  ********************' alarm monitoring agreement has been terminated as of 4/30/24. Complainant may receive an invoice from API for any past due amount owed. If so, she may contact them at the number provided on the invoice for any questions relating to the final bill. This letter will serve as official confirmation of cancellation. 
  
  We hope this resolution is amicable to the complainant.  
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 05/10/2024

   
  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:04/23/2024

  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.

  I had an alarm installed 4/23/2019 and signed a 5 year agreement. It is ***** of 2024 I have requested to cancel and they will not drop my account. They say I owe them money but I have served my 5 year contract. I wish to cancel my account with them with no penalty.

  Business Response

  Date: 05/08/2024

  May 8th, 2024 
  
  
  Complaint ID#: ******** *****, Dawn 
  
  
  Hello, 
  
  Fluent Home is in receipt of the attached complaint and would like to thank your organization for the opportunity to respond. 
  
  We have reviewed the complainants comments and according to our records, the complainants agreement was signed on 4/24/2019 with a 60-month term to be completed on 4/24/2024. As per 2.4 in her agreement, there must be a signed notice of cancellation submitted for any account termination to occur.  
  
  At this time, we consider this complaint to satisfy the terms of cancellation and therefore have terminated her alarm monitoring agreement effective 5/8/2024. Complainant may receive an invoice from API for any past due amount owed. If so, she may contact them at the number provided on the invoice for any questions relating to the final bill. This letter will serve as official confirmation of cancellation. 
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 

• Initial Complaint

  Date:04/22/2024

  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 have been calling Fluent for 3 weeks and have been on hold for upwards of 2 hours. Everytime I call to cancel my service (contract is up and have not used the service since June 2023.) I am told that they can't do anything because their computers are down and/or the server is being worked on. I told them to not take anymore money from my account since it is their issue with computers and they informed me that they didn't deal with payments, just that their computers are down and they can't do anything for me. I find it difficult to believe that a huge security company could have issues with their computers everyday for 3 weeks.

  Business Response

  Date: 05/07/2024

  
  May 7th, 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. 
  
  We have reviewed the complainants comments, and we are in receipt of the complainants Notice of Cancellation as of 4/30/2024.  We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  ******************' alarm monitoring agreement has been terminated as of 5/3/24 with no further monies owed. This response will serve as official confirmation of cancellation. 
  
  We hope this resolution is amicable to the complainant.  
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 
  

• Initial Complaint

  Date:04/14/2024

  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.

  This email is to advise that I wish to discontinue my home monitoring service, and stop ACH debits by API and or Fluent to my checking account.
  Issue:  On 3/16/24 I contacted Fluent re a low battery notification on my panel. I was told that I could have someone come out and replace the battery, but that there would be a $100+ fee, or that I could order the battery and replace it myself for a $20 fee and that it would be received within 2 weeks. I ordered the battery and a $20 fee was taken from my checking account on 3/19/24. To date, I have not received the battery and have been calling Fluent for the past 2 weeks only to be advised that they can give me no information regarding the battery or look up my account due to the system is down. In the meantime the panel begin signaling so I called back and could not get any technical support but was told to just unplug it and that someone would call me back.My system has been unplugged since 3/16/24 but I am still being charged $36.99 by API for monitoring. I have been unable to speak with anyone in billing due to your system being down. I don't know of any Business that would be unable to access account information for a 2 week period.  You had no problem accessing my checking account for payment for the Battery that I ordered.  It also leads me to believe that my Alarm has not been monitored for a while.Please close my Account with Fluent and stop all ACH debits immediately.I have contacted my Banking Institution to stop all payments to API, and will be contacting the BBB regarding this issue as well.Thank you!

  Business Response

  Date: 05/10/2024

  April 24th, 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. 
  
  We have reviewed the complainant’s comments and according to our records, Ms. ***** did request a Panel Battery recently for which she was only charged the shipping fee of $20. We have been undergoing a Customer Relationship Manager software upgrade to better serve our valued Fluent Family, and we apologize if the updates have caused any delay or inconvenience to the complainant.  
  
  An agent attempted to reach Ms. ***** on 4/23/24 to help resolve this issue and have the battery sent out as soon as possible. Following that, the complainant reached out wanting the shipping fee refunded which has been processed as of 5/6/24. Having said that, Complainants' system continues to be monitored by the alarm station continuously with no strenuous trouble codes.  
  
  At this time, we understand the complainant no longer wishes to secure her home with continued service therefore we will consider this complaint to satisfy requirements for her notice of cancellation and terminate her alarm monitoring agreement effective 5/10/24. Complainant may receive an invoice from API for any past due amount owed. If so, she may contact them at the number provided on the invoice for any questions relating to the final bill. This letter will serve as official confirmation of cancellation. 
  
  
  Thank you for your anticipated review of this matter. 
  
  Very Truly Yours, 
  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 05/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there should be no final bill, as my system has been unplugged since 3/16/24 so it has not been monitored since that date when a new battery was ordered. API took a payment on 3/2/24 for the month of March. If anything they should be issuing a refund for March. I am pleased that the account is being closed and will await my refund for the battery that I ordered and never received.  Thank you.

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

• Initial Complaint

  Date:03/04/2024

  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.

  Alarm service contract that we have satisfied years ago after selling the home they continuously ask us to Send a letter in stating that we want to cancel it and satisfy the remaining balance on the account which we have done already. They continue to take money out of an account for the monthly fees. On a home that was sold approximately 4 years ago.

  Business Response

  Date: 03/14/2024

  March 13th, 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.
  
  We have reviewed the complainants comments and according to our records, the complainants agreement remains active and continues to be in term until 5/16/26. *********************** had called in 3/19/2019 wherein our representative had advised her of the requirement of buying out of her contract which at that time was $1503.62. complainant chose not to pursue cancellation at that time and continued monthly payments towards this agreement. As per 2.4 of the agreement we require there to be written notice of cancellation to be submitted, without receipt of which complainants agreement has auto renewed for an additional 36 months as of 5/16/23 pursuant to 2.4 of the agreement. 
  
  Notwithstanding these facts, Fluent Home understands the situation surrounding complainants request and is compassionately prepared to cancel this agreement and consider this to be complainants notice of cancellation, with no further monies owned. 
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,