Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2024

  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 tried calling them time after time get put on hold then hung up on I am disabled now and can not afford them anymore and was wanting to cancel contract now I have asked several times for my contract with my signature and they will jot send it to me

  Business Response

  Date: 03/13/2024

  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, we have received requests for complainants agreement to be sent and have complied on numerous occasions. Nevertheless, please find attached copy of his signed agreement with Fluent Home. Complainant is currently in his 44th month of his 60 month agreement, as per the agreement if you decide to terminate your agreement prior to the expiration of the initial term of your agreement or any renewal terms, you will be required to pay the company an amount equal to eighty percent (80%) of the remaining balance of payments due over the initial term or any renewal terms.
  
  At this Juncture, Fluent Home is prepared to send a technician to the site at no cost to complainant to assure satisfaction with the system. Alternatively, if complainant wishes to proceed with cancellation of this agreement, we will require the agreement terms to be upheld. 
  
  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:02/19/2024

  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 cancelled this contract and has still been charged for services. On 12/182023 and 1/17/2024 the monthly fees were withdrawn from my account. I expect immediate reimbursement of those fees and withdrawal to stop. This company did not abide by its own contract as far as cancellation fees.

  Business Response

  Date: 03/11/2024

  March 6th, 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 complaints comments and according to our records, The customer was erroneously billed on January 15th, 2024, due to a processor issue. The Refund of $41.99 has been submitted and should reflect for ********************** shortly. The December 15th, 2023, payment was billed correctly as 12/15/2023 was complainants contract end date.
  
  We apologize for any inconvenience this may have caused the complainant.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home Compliance
  

• Initial Complaint

  Date:02/01/2024

  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 tried to cancel service. They renewed my contract without contacting me. I want my service cancelled.

  Business Response

  Date: 02/22/2024

  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 read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. Our records indicate the complainants alarm monitoring agreement ended July 14, 2023.
  
  On Mach 30, 2020, due to financial difficulties, the customer was offered, and accepted a 6 month suspension. The 6 suspended months were then added to the end of the customer term, with a new agreement end date of January 14, 2024, auto-renewing month to month, thereafter.
  
  Section 2.4 of the agreement states, that the agreement will automatically renewunless cancelled by either of us in writing no later than thirty (30) days before the end of the original term, or any renewal term.
  
  Our office received the customers Notice of Cancellation on February 1, 2024, and is eligible to terminated March 1, 2024.
  
  At this time, Fluent Home can confirm, that the Complainants alarm monitoring agreement will terminate March 1, 2024.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home Compliance

• Initial Complaint

  Date:01/25/2024

  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.

  When Fluent twice failed to process our monthly online payment (Dec '23 and Jan '24) we chose to terminate our contract. Contract was due to end in July, 2024, and Fluent refused to release us from the contract, so we chose to pay the remaining balance due and requested that the contract be terminated.
  
  This is where the complaint begins. I called to request cancellation. After speaking with two agents in two separate calls (Jan 12) I learned that Fluent requested a written, signed letter indicating my desire to cancel. I submitted a request and was told to wait 3-5 business days for a "buyout contract" to be sent to me, but that Fluent was waiting for next-steps from a company called API. I called on Jan 17 to request the buyout contract again. The agent told me it would be sent by email, then hung up on me. I called back, got a different agent, and paid the remaining balance. She emailed to confirm that my account balance was $0 and this was my final payment.
  
  I submitted another written, signed request to cancel my account via email on Jan 19. I spoke to a Fluent agent who told me he could not see my cancellation request in the email inbox. I called API, where an agent told me API is not involved in Fluent's cancellation process.
  
  Called Fluent on Jan 23. Agent told me buyout contract would be sent by email.
  
  Called Fluent twice on Jan 25. Agent could not see cancellation request in email box, but that it could take 30 days to process the request from their inbox to the client system. She told me she would escalate my request, but that I should call back next week because Fluent's agents are unable to email clients, and they have trouble making phone calls. In afternoon phone call the agent told me that the buyout contract would be postal mailed.
  
  Fluent's agents don't seem to be following a standard process for cancellation and I get different details each time I call. This may be fraud designed to keep me in a contract I no longer want.

  Business Response

  Date: 02/16/2024

  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 read the complainant’s comments. Your feedback is greatly
  valued.  As an organization, we pride ourselves in providing superior
  customer service to our valued customers, and apologize for the inconvenience this
  customer may have experienced when terminating their account.  We will provide  coaching regarding this matter as they are new
  agents to our cancellation team.
  
  According to our
  records, our office received the customer’s buyout of contract payment of
  $235.76 on January 17, 2024, and their Notice of Cancellation on January 19,
  2024.     
  
  Fluent Home can
  confirm, the complainant’s monitoring agreement has in fact been terminated.
  There is no further action the complainant needs to take at this time. This
  response shall constitute as the complainant’s official cancellation
  confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 02/21/2024

  
  
  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.

  To clarify, Fluent did not send a buyout contract; rather, I contacted their payments department to pay the remaining balance after customer service agents failed to provide the buyout contract.  However, the issue is resolved. I have no further concerns.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/16/2024

  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.

  Tried to cancel my contract with this company. Have been very unhappy for years now. They auto renewed me. My contract isnt up yet but they auto renewed me and have now locked me in for another 5 years. I need help in getting out of my contract. The customer service rep hung up on me and refused to help any further

  Business Response

  Date: 02/08/2024

  Complaint # ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, she tried cancelling her contract, and although her contract was not up, it auto-renewed, and now she is locked in for another 5 years. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  We have reviewed the customers file, and see that on January 23, 2019, she signed a 60 month agreement ending January 23, ****. And on January 23, ****, the agreement auto-renewed for an additional 36 months, ending January 23, ****.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the lesser of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. This writing shall be required to be sent by FAX/and or Certified Mail.  The customers Notice of Cancellation was received, via FAX, February 16, ****.
  
  According to our records, on March 16, 2023, when the customer contacted our office, to inquire about her contract end date, as she was thinking of going with another provider, she was advised of her contract terms.
  
  We next heard from the customer on January 16, ****, when she requested to cancel. When we offered to lower her monthly rate, she declined. When we offered a transfer of ownership (which can go to anyone), she declined. We then advised her the agreement auto-renewed. Later in the afternoon, the customer phoned back, and spoke with our Resolutions representative. She informed our representative  that she wanted to cancel, as she was having financial difficulties. Again, we offered to lower her monthly rate, and again,she declined.   
  
  We apologize for any inconvenience this customer may have experienced when terminating her account,however, as stated above, the renewal term is valid and enforceable.
  
  At this juncture, the Complainant is responsible for the remaining balance of the agreement. Fluent Home understands the financial difficulties this customer may be experiencing and is willing to work with her. Our offer to lower her monthly rate, still stand. If she still wishes to cancel, she would be required to pay 80% of the remaining balance.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  To start off they came to my home saying they were just updating my equipment, and then before I knew it, I was in a contract with a whole different company! Then I wasn't able to get out of their contract. Then my home was broken into, and while I was on the phone with fluent rep. they told me they are sending away the police after I asked for them not to because I had feeling that the thief's were just being still until police took off! and I was right!!, I asked why did you send them away!? they said we show no movement, I said they are probably being still until police leave! so, then the thief's set off motion detector and took off with my personal items before they could get the police to come back after sending them away, and all I got was a sorry ma'am! it was very difficult to be comfortable in my home after this happened for many months! knowing strangers have been in my home and violated me and my family with my alarm company on the phone with me sending away the police! and knowing I have an alarm system that doesn't do me no good. Then I asked for a new battery because my panel beeps every 30 mins saying I need new battery all day every day! while I'm sleeping while I'm working! FOR YEARS NOW! and they have been telling me for over 2 years that they will bring me a new battery and I have still not seen them once! however, they want me to pay them every month! for not assisting me and my family in safety. They not once have offered me credit towards my account for all their lies and poor service! And I have been calling in asking when my contract ended with them letting them know I can't wait to be done with them and today they tell me Well ma'am I'm sorry but since you didn't write us and ask for the contract to be canceled, we automatically renewed you for another 36 months!!! when I had talked to them about this for a very long time several times they not once said anything about me having to write a letter for them to discontinue my contract.

  Business Response

  Date: 02/09/2024

  Complaint ID#: ********
  
  
  
  Hello,
  
  Fluent Home is in receipt of the attached complaint, and would like to thank
  your organization for the opportunity to respond.
  
  The complainant
  states, Fluent representatives came to her home, saying they were just updating
  her equipment, and before she knew it, she was in a contract with a whole
  different company, and unable to get of this contract. She claims her home was
  broken into, and while on the phone with a Fluent representative, they told her
  they were sending away the police, and after she asked them not to, because she
  had a feeling the thieves were just being still until the police took off, she was
  right, and when she asked, why did you send them away, the representative
  responded, there was no movement, and told the representative, they are
  probably being still until the police leave, and then the thieves set off the
  motion detector and took off with her personal items before the representative
  could get the police to come back, and all she got was a sorry ma’am. The
  complainant states, she then asked for a new battery and for two years she has
  been told they will bring her a new battery, and has not seen them once. She  claims that she has called in, asking when her
  contract ends, letting them know she is not happy, and when she called on
  January 11, 2024, she was told that since she did not write, and ask for the
  contract to be cancelled, it automatically renewed. The complainant wishes to
  terminate her alarm monitoring agreement, with no penalty, and requesting monetary
  restitution for items taken during the break-in.  
  
  We have reviewed
  the complainant’s file, and find this claim difficult to understand. We see
  that on November 30, 2017, she signed a 60 month agreement, ending November 30,
  2022. And on November 30, 2022, the agreement auto-renewed for an additional 36
  months, ending November 30, 2025.
  
  Section 2.4 of the
  agreement states, that the agreement “…will automatically renew for the lesser
  of 36 months or the maximum renewal period allowed by state law unless
  cancelled by either of us in writing no later than thirty (30) days before the
  end of the original term, or any renewal term. This writing shall be required
  to be sent by FAX/and or Certified Mail.”
  
  On November 30,
  2017, the customer also signed a General Clarification Questionnaire, which we
  have attached. A few notable points from the General Clarification
  Questionnaire:
  
  Point #1:  “I am entering into a 60 month monitoring
  agreement with Fluent, and I understand that if I am interested in cancelling
  any agreement with any alarm company, such as with my current, existing or
  previous alarm company, I bear sole and exclusive responsibility for the
  cancellation of these agreements with my current or applicable alarm monitoring
  companies.” 
  
  Point #2:   “I understand that any installation of new
  equipment, or updating/upgrading of any current alarm equipment, will
  necessarily result in a change in the alarm monitoring service providers from
  my current alarm service provider Monitronics to Fluent.
  
  Regarding the customer’s home
  being broken into. After review of the customer’s file, we see that on
  September 10, 2018, our office called the customer regarding a back door sensor
  going off. The customer  then asked if
  anything else went off, and we advised that was the only one.
  
  On March 22, 2019, the customer
  contacted our office, as she wanted us to turn the alarm off. She stated that
  she was not at home, and her boyfriend opened the door. The account was noted
  with the following:  if she calls back, set
  the alarm on test, and ask her how long she would like it on test, and to give
  her the API #***-***-**** to have them not dispatch authorities; she could go
  on to on her Fluent app or website and set up a different code for the
  boyfriend; the customer hung up before I could give her all this information. Our
  office did not put the system on test, as the customer hung up.
  On April 9, 2019, the customer the
  customer changed her password.
  
  From April 26, 2019 thru March
  17, 2021, collection emails, texts and letters were sent to the customer. Our
  office also called the customer, leaving voice messages. During this time, she
  would periodically call,  ask for the past
  due amount, then call to make payments.
  
  On March 17, 2021, the customer
  confirmed autopay, then inquired about her contract dates.
  
  On May 11, 2021, the customer
  was experience a low battery alert on a door/window sensor, caused by a missing
  hardwire battery. The customer also stated their glassbreak sensor was not
  working, and after troubleshooting, it appeared the tamper switch was no longer
  working. The customer stated she would call the next day and talk to
  resolutions about a new glassbreak sensor.
  
  On November 18, 2021, our
  technician attended the customer home for the 3G upgrade. While onsite, he
  noted, that to clear the low battery troubles, the customer was in need of a
  back up battery.
  
  On December 21, 2021, the
  customer inquired about her contract. We advised she has 12 months remaining.
  She then mentioned she was having issues with batteries, then asked about early
  termination.
  
  August 15, 2022, the customer
  wanted to make sure the account was current.
  
  In December 2022, the customer
  stated she received a message, and wanted to know why. After we advised her she
  was up to date, she stated she had been asking for a battery, that no one is taking
  care of it, and that she would call back.
  
  And after further investigation,
  and as stated above, there were no other communications of the  customer reporting a break-in, and no police
  incident report on file. As Fluent Home does not dispatch emergency
  authorities, we suggest that the customer reach out to the alarm monitoring
  company, API, regarding the date and events of this incident.  
  
  In January 2024, the customer
  requested to cancel, as she was not happy, that she had issues with a battery
  and we have not fixed the problem. We advised her that her agreement
  auto-renewed, and offered to send a technician, at no cost, to fix the system,
  replacing any needed batteries. While our representative was checking availability
  with our scheduling department, she disconnected the call, and when he tried
  calling her back, there was no answer and left a voice message.
  
  We apologize for
  any inconvenience this customer may have experienced when terminating their account,
  however as stated above, the renewal term is valid and enforceable.
  
  At this juncture, Fluent home is prepared to dispatch a
  technician, at no cost, to do a full system check and replace any faulty
  devices. Should the Complainant still wish to pursue the termination of their
  agreement, she
  would be required to pay eighty percent (80%) of the remaining balance, left on
  the agreement terms.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  Compliance

• Initial Complaint

  Date:01/02/2024

  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 been a customer of ********************** for over 5 years and I have had nothing but a bad experience with them since I signed to get Alarm service with them. The first year was a god experience. Their promise to me based on the contract was being fulfilled. As the next year approached, I noticed that service was limited, and you never could get a technician to come out and help you with any technical issues Fluent wanted me to be my own service technician and they assist over the phone. Of course, I have a problem with this because I am not only paying them for my alarm service, but I am also being the technician on my own equipment that I pay them for. Fast forward to now. I have 2 cameras with Fluent that they sold to me. The cameras do not hold any charge whatsoever. I have called about them on numerous occasions. Today I was told that they could not assist me with the cameras because they have discontinued the cameras. I can't bet a replacement battery or anything but yet I am paying for these cameras, that basically do not work. Fluent has horrible customer service and it is hard to find a working number for them to even get assistance. My alarm has gone off several times and not one Fluent representative has called me. They came into Georgia and promised the world to customers but then have not upheld their end and provided any of the service that an alarm company should provide that they promised.

  Business Response

  Date: 01/29/2024

  Complaint ID#: ********
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, she has two cameras that Fluent sold her, that do not hold any charge whatsoever, has called the company on numerous occasions, and on January 2,2023, she was told they could not assist her with the cameras as the cameras have been discontinued. She also states, her alarm has gone off several times and not one Fluent representative has called her. The complainant is requesting replacement cameras.
  
  Regarding the customers alarm events. According to the Monitoring Station's history, on June 20,2023, an alarm signal was received from Zone 8 (Foyer). The master code was entered within one (1) minute of the alarm sounding, cancelling any phone calls or police dispatch. Similar situations occurred on June 22, 2023, July 26, 2023, August 8, 2023, August 31,2023, November 3, 2023, November 25, 2023, and December 7, 2023, where an alarm signal was received, followed by a cancel signal (master code being entered),in less than 1-2 minutes from the alarm signal being received at the monitoring station.
  
  We apologize for any inconvenience this customer may be experiencing with their cameras.After review of the customers file, and see that the customer has had some technical issues with their cameras. As the customers cameras have been discontinued, one of our agents will reach out to the customer shortly, to discuss options available to her at this time.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21084355
  
  I am rejecting this response because: I have not received a phone call from this person as she stated. They even had the nerve to send me a bill. They are a joke and a real rip off. They made promises that they didnt keep and probably never will. Once the contract is over Im definitely leaving them. They are the worse. They should be banned. 
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 02/08/2024

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding. We have reviewed the customers file, and according to our records, our agent did reach out to the customer on January 30, ****, to the phone number listed on file. There was no answer and a voice message was left.
  
  Our agent will again reach out to the customer. We also ask that the customer please reach out to the agent who left the voice message.
  
  Thank you.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21084355
  
  I am rejecting this response because:  No one from Fluent has called me.  I did not have a missed call on January 30th with a message to return a phone call to Fluent.  Someone named ******* from Fluent called me today at 7:01pm and left the number of ************ and I called back and received a automated message with 7 different options and none of the options was related to the matter at hand.  First off someone need to contact me during BUSINESS hours to discuss this matter.  I did reach someone in technical support because my panel in my Master Bedroom is not working.  Once again another faulty equipment.  The person was so rude to me I hung up.  He called me back and started yelling and I told him don't call me ever again and I hung up.  It is interesting that I get a call from ******* who is American but then when I call Fluent I seem to get Foreigners who think they can talk to you any kind of way.  It won't happen with me.  I pay my bill monthly and your service and equipment absolutely is the worse.  You want your customers to pay their bill every month, be a technician on their own equipment and then when they can't do what Fluent technicians are paid to do you want to charge the customer a technician fee of $149 just to service their equipment that does not work.  I am paying for cameras that do not work and your customer service foreigners that I am speaking with have the nerve to tell me that they are aware that the cameras do not work properly and do not hold a charge and at the same time tell me that they do not have any batteries for the camera that does not work, does not hold a charge and that I am paying for.  This is a joke!  I will take this a far as I need to because your service is the worse and customers need to know that your service is the worse and we can keep this going but I will get this rectified one way or the other.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 02/15/2024

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding.
  
  As stated in Section 5 of the agreement, After the initial ninety (90)day period, we will, so long as we are providing services pursuant to this agreement for a maximum period of time of the stated term of this agreement,provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.
  
  According to our records, on February 12, ****, one of agents reached out to the customer, to go over technical/equipment issues occurring. Our agent then offered the customer a technician, at no cost, to install a replacement panel. Our agent then offered to lower the customers monthly rate $4.00, which the customer accepted. On February 13, ****, the secondary panel was shipped to the customer. 
  
   Thank you.
  

• Initial Complaint

  Date:12/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted fluent around 1 year prior to our contract ending and told them we wanted to cancel. The representative wanted to charge us $300 for early cancellation. I was not agreeable to the charge, so I asked to just not renew the contract next time it was due, and he agreed. My wife contacted in May or June, she was told contract would expire in August, she reiterated that she did not want it to be renewed, they once again agreed. We noticed that we were billed again in October (contract should have expired in August) so we reached out to Fluent again. The representative we spoke to that time told us that it automatically renews, so we informed her that we had called twice and asked to not renew. The representative then informed us that contract terminations should be put in writing and given at least 30 (also told 90 by a different representative) days prior to expiration (first time we were given that information). I had to ask two different representatives to be sent the contract that we originally signed. Once we received it 6 weeks later, it was illegible with extremely tiny font. We notified our bank and asked them to cancel the payment. After this, I received various texts and emails from different addresses from Fluent to inform me that they didnt receive the payment. Every text I received, I would reply that we have cancelled our contract and payments, and thanked them for their time. I then received an email letting me know that my ticket was closed so I called the company again today to make sure the contract was cancelled. I was informed that my contract was still not cancelled. Given the fact that I have contacted the company multiple times and have not gotten a straight answer, I want to terminate my contract with Fluent without issue.

  Business Response

  Date: 01/25/2024

  Complaint ID#: ********
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, they contacted Fluent about 1 year prior to their contract ending, told them they wanted to cancel, and the representative wanted to charge them $300.00 for early cancellation. He claims he did not agree to the charge, and asked just not to renew the contract next time it was due, and he agreed. He further claims his wife contacted the company in May or June, and was told the contract would expire in August, and reiterated she did not want it to be renewed, and again they agreed. The complainant states, they noticed they were being billed again, in October, so they reached out to Fluent, and the representative told them that it automatically renewed, and when they informed her that they called twice, asked for it not to renew, they were informed that contract terminations should be put in writing and given at least 30 days prior to the expiration. He further states, they notified their bank to cancel the payment, and after receiving various texts and email, from Fluent, of not receiving payment, they would reply that they cancelled their contract and payments. The complainant wishes to terminate their alarm monitoring agreement, with no penalty.
  
  After review of the complainants file, we find this complaint difficult to understand. On March 17, 2017, the complainant signed a 42 month ending September 17, 2020. Then on July 9, 2019, the complainant signed a 36 month renewal agreement, which started September 17, 2020 (when the original agreement ended), ending September 17, 2023. And on September 17, 2023, the agreement auto-renewed for an additional 36 months, ending September 17, 2026.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the lesser of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. To date, there is no Notice of Cancellation on file.
  
  According to our records, On April 12, 2022, the customer contacted our office, requesting to cancel, as they were not using the system. Our representative informed the customer that they were under contract until next September (2023).
  
  On May 18, 2022, via Live Chat, the customer had informed us that his doorbell camera was constantly ringing. When he informed us it was windy, we advised him to wait until the wind passed to see if it continued.  
  
  On March 10, 15,and 17, 2023, our office attempted to contact the customer. There was no answer and voice messages were left. On March 17, 2023, an Unable to Reach you letter was mailed to the customer. There was no reply from the customer. On April *****, **, and **, 2023, our office again reached our to the customer. There was no answer and voice messages were left. Again, no reply from the customer. On May 3, 2023, our office phoned the customer. There was no answer and a voice message was left.
  
  We next heard from the customer on October 18, 2023, when he called to cancel, as he got a new system with Ring. When we advised him, he was in contract, he asked for a copy of contract, and a copy of his contract was sent by regular mail.
  
  On November 20,2023, when the customer inquired if his account was still active, we again informed him about the auto-renewal. He stated he had not receive a copy of his agreement, and one was then emailed to the email address on file.
  
  On December 26,2023, the customer called regarding the cancellation he requested, as he received an email that his ticket was closed. When his call was transferred to our *********************** he asked why the contract auto-renewed. We informed him that our office did not received a Notice of Cancellation, 30 days before the end of his renewal term, therefore his agreement auto-renewed.
  
  On January 19, 2024,after the customer brought his account current, he was transferred to our *********************** as he was needed a new panel. Our Resolutions representative offer to replace the panel, waiving the tech fee, to which the customer accepted. A technician is schedule to attend the customers home on January 29,2023.
  
  We apologize for any inconvenience this customer may have experienced when terminating their account,however as stated above, the renewal term is valid and enforceable. Should the Complainant still wish to cancel, he would be required to pay 80% of the remaining balance,left on the agreement.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:12/18/2023

  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.

  The company is making it extremely difficult to cancel services.

  Business Response

  Date: 01/10/2024

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, the company is making it extremely difficult to cancel services. The complainant wishes to terminate their alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and see that on March 23, 2018, she signed a 60 month agreement, ending March 23, 2023.
  
  Section 2.4 of the agreement states, that the agreement will automatically renew for the lesser of ************************************************************************************************ writing no later than thirty (30) days before the end of the original term, or any renewal term. This writing shall be required to be sent by FAX and/or by Certified Mail.
  
  The customers unsigned Notice of Cancellation was postmarked and received, via regular mail, August 17, 2023, 5 months after the agreement auto-renewed.
  
  We apologize for any inconvenience this customer may have experienced when terminating her account,however, as stated above, the renewal term is valid and enforceable.
  
  At this juncture,the Complainant is responsible for the remaining balance of the agreement. If she wishes to cancel, she would be required to pay 80% of the remaining balance.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:12/15/2023

  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.

  We had this alarm system hooked up many years ago and it has repeatedly switched companies.We have not been using it and the system is no longer in working order.Fluent has the contract set up so it automatically renews it takes a year to get out of the contract!They will not provide any service to the current installed security system! Tehy will only provide service if we get locked into another 40 month contract. I have been trying to get out of the contract for the past year. I keep paying the monthly fee $36.00 They stated they will provide no service unless we agree to another ************************************** the money I have been paying for the past year and I get no service from this company!!!

  Customer Answer

  Date: 01/13/2024

  At this time, I have been contacted directly by Fluent, LLC regarding complaint ID ********, however my complaint has NOT been resolved   

   

  they did respond shortly after I filed the complaint.  They offered to upgrade the surveilance equipment for no cost but an additional 2-3 year contract!

   

  I had nothing but problems with the company because the original company was bought out it had 1-3 different owners any way  they trick you into the contract I think

  but I guess that's business.  I have the choice to opt out this march so I will drop the complaint.

   

  Thank You

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************