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:12/11/2023

  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've been trying to cancel service with these guys for years. They have a loophole to keep you locked in no matter what!!!! I've been through so much time wasting with them I don't know where to start and I just want it to end. They never came out to upgrade our service after tens of requests. They lock you back into contract every year with new dates they make up. I've been hung up on over ten times and emails ignored over and over. Every one of their reps is rude and purposely helpless. The last time I was on the phone with them they just said you need to call back in January. I ask why and they just say you need to call back later in January,. I can guarantee they will tell me I'm locked in for another 12 months when I do!!! BBB please help!

  Business Response

  Date: 01/08/2024

  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,he has been trying to cancel his Fluent service for years, claiming there is a loophole, locking you into the contract every year with new dates they make up,and after tons of requests, the company never came out to upgrade their service.The complainant wishes to be contacted by the company, and is requesting a refund.
  
  We have reviewed the complainants file, and find discrepancies to his claim. According to our records, we see that on July 7, 2017, the complainant signed a 42 month agreement, ending January 7, 2021. On January 7, 2021, the agreement auto-renewed for an additional 36 months, ending January 7, 2024.
  
  Section 2.4 of their 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.
  
  Our records indicate that on June 14, 2019, our office attempted to contact the customer regarding a panel tamper. There was no answer and a voice message was left. On November 12, 2021, we again attempted to contact the customer. There was no answer and a voice message was left.
  
  On December 1st,4th, 6th, 8th, 10th, 11th, 14th, 16th and 17th of 2021, emails were sent to the customer advising him that, there was a ********************** technician in their area, doing updates to our customers panels. This trip comes at no cost to you. Please call to book an appointment.
  
  On February 5th,11th, 18th, 28th, March 2nd, 9th, 16th, 22nd, April 6th, 26th, May 3rd, 6th 10th, 12th, 16th, 18th, and 24th of 2022, emails and texts were sent to the customer informing him the system required a critical update, that 2G panels must be upgraded to 3G, at no cost to the customer, and failure to do *** cause panel beeping and monitoring disruption.
  
  Our office did not hear from the customer until May 25th, 2022, when a service trip was scheduled,for May 31, 2022. Our office notified the customer, via text and phone, that the technician was unable to attend the scheduled appointment, and to please call our office to reschedule. On August 10, 2023, when we did not hear back from the customer, our office reached out to the customer, and was able to reschedule a service trip for August 18, 2022. And on August 18, 2022, the customer contacted our office, cancelling the appointment, asking to reschedule. 
  
  On May 31, 2023, when the customer contacted our office, wanting to cancel., we advised him that his agreement is in auto-renew, and mailed a copy of the agreement.
  
  Our office received the customers Notice of Cancellation on December 13, 2023. Fluent Home can confirm, the complainants monitoring agreement has in fact been terminated. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 01/08/2024

   
  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:11/30/2023

  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 initiated my service in 2019. During that time, I was told the it would be a contract for 3 years. In 2021, I moved to my new address and transferred my service. During that time, I was not happy with the service due to multiple technical issues and long wait times when calling technical support. However, I understood my responsibility to adhere to the contract. During the transfer, I confirmed with the customer service rep and the technician that I was able to call to cancel my service after 2022. For several months, Ive had issues with my equipment. When I call, the wait time is longer than an hour and I end up hanging up as I am working. Today, I made time to call to cancel my service as it has been over 3 years. When I finally got through (1 hour and 15 minutes) I was told by ****** in the ********************* that my service could not be cancelled any longer. He said that I needed to send a letter in 2022 requesting to cancel and since that did not happen it renewed for another 3 years. I was upset as that is not the information I was provided. He was very dismissive and cold. He said that all I could do is find someone to take over contract which I am not willing to do based my experience and constant equipment issues. I asked him to pull the recording of the conversations I had with customers service when they stated that I was able to cancel after 2022, and there was no mention of a letter. He stated that it didnt matter, that the contract trumps what anyone said. I also asked to speak to someone above him and he said there was no one I could speak to. This business practice is absolutely unethical. You can not expect for a client to send a letter to cancel 36 months letter without a letter or email reminder. Also, theres a lack of accountability for providing the wrong information. If I would have been told when I transferred my service in 2021 that a letter was needed, I would have not had a choice but to set a reminder yet that did not happen. There has to be a way I can cancel due to the incorrect information provided. I will pay what is due to date but I want out. This is unethical!

  Business Response

  Date: 12/21/2023

  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 initiated her service in 2019, was told she would be in a 3 year contract, and in 2021, she moved and transferred her service. She claims that during this time, she was not happy with the service, however she understood her responsibility to adhere to the contract. She further claims, that during the transfer, she confirmed that she would be able to cancel her service after 2022, and when she called in November 2023, to cancel her service, as it had been over 3 years, she was told her service could not be cancelled, as she needed to send in a letter in 2022, requesting to cancel, and it auto-renewed for another 3 years. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and see that on July 13, 2019, she signed a 36 month agreement, ending July 13, 2022. On July 13, 2022, the agreement auto-renewed for an additional 36 months, ending July 13, ****.
  
  Section 2.4 of her 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 in by FAX and/or by Certified Mail. To date, there is no Notice of Cancellation on file.
  
  According to our records, in June 2021, when the customer notified us that she moved to her new location, wanting a system pull and re-install, she also wanted to know the contract end term date, and after we informed her, she stated she would cancel at the end of the term.
  
  On November 30,2023, the customer requested to cancel. Our Resolutions representative informed her that she was in contract until July ****, as the agreement auto-renewed for 36 months. A transfer of ownership was offered, which the customer declined,then asked for a copy of her agreement.
  
  We apologize for any inconvenience this customer may have experienced when terminating their agreement,however, as stated above, the renewal term is valid and enforceable. At this juncture, the Complainant is responsible for the remaining balance, left on the agreement terms. 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:11/28/2023

  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.

  Sign contract for 5 years. When 5 year contract was up, requested cancellation. Cancellation was denied due to I needed to cancel services 1 month prior to contract ending. Fluent stated that they automatically renewed my contract for 2 more years because I did not notify them the month prior. They renewed contract without my knowledge or consent. Request for services to be cancelled, was told that they could not cancel over phone, email needed to be submitted. Email was submitted and was told that it was not written correctly therefore still could not be cancelled. ***** services need to be disputed and looked into.

  Business Response

  Date: 12/21/2023

  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 signed a 5 year contract, and when the contract was up, she requested cancellation, which was denied as she needed to cancel services one month prior to the contract ending,  automatically renewing her contract for 2 more years. She claims she was told she could not cancel over the phone, that an email needed to be submitted, and after she submitted her email, she was told it was not written correctly, therefore it still could not be cancelled. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and on September 8, 2023, her 60 month agreement expired, auto-renewing for an additional 36 months, expiring September 8, 2026.
  
  Section 2.4 of her 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 in by FAX and/or by Certified Mail. To date, there is no Notice of Cancellation on file.
  
  On September 5,2023, the customer contacted our office, wanting to cancel. Our office advised her that the agreement automatically renewed. When we offered to lower her monthly rate, she declined.
  
  We apologize for any inconvenience this customer may have experienced when terminating their agreement,however, as stated above, the renewal term is valid and enforceable. At this juncture, the Complainant is responsible for the remaining balance, left on the agreement terms. 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
  

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20929190
  
  I am rejecting this response because:
  It seems as if the is a scam with which a person has to read the small fine print on a contract that was over 5 years old. As any person that had a career and family remembering to cancel 1 month prior to a 5 year contract is nearly impossible. No email or notification was sent for a reminder that the option to cancel was need prior to a 2 year renewal. This is bad business and from the other complaints on this site it seems as many others are also fed up with fraud. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2023

  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.

  Started service with Fluent home with a 3 year service agreement as a trail and i will call to renew if i like the sevice. Fluent continues to renew my contract without my consent and continues to request outrageous amount of money to get out of the contract. Every time i call the contract end day keeps moving to a later date. i want my service disconnect with no renewal and no out of pocket money.

  Business Response

  Date: 12/21/2023

  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, he had a 3 year service agreement, as a trial, and would call to renew if he like the service, and Fluent renewed his agreement without his consent.He claims, to get out of the contract,  Fluent requested an outrageous amount of money,and every time he calls, the contract end date keeps moving to a later date.The complainant wishes to terminate his alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and see that on September 18, 2018, he signed a 36 month agreement, ending September 18, 2021. On September 18, 2021, the agreement auto-renewed for 36 months, ending September 18, 2024.
  
  Section 2.4 of his 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 in by FAX and/or by Certified Mail. To date, there is no Notice of Cancellation on file.
  
  In August 2022,the customer requested to cancel, as he was moving. After our representative explained the options of a transfer of ownership and a transfer of address, the customer asked to suspend his account, while he move. The account was suspended two (2)months.These two months were then added to the end of the agreement term, with a new agreement end date of November 18, 2024.
  
  We apologize for any inconvenience this customer may have experienced when terminating their agreement,however, as stated above, the renewal term is valid and enforceable. At this juncture, the Complainant is responsible for the remaining balance, left on the agreement terms. If he still wishes to cancel, he would be required to pay 80%of the remaining balance, approximately $382.39  
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20928256
  
  I am rejecting this response because: I was not made aware of the automatic renewal. The sale man assured me that I needed to call to renew. Automatic renewal was never mentioned to me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/22/2023

  Complaint ID#: ******** 

  
  Hello,
  
  We have reviewed the complainants comments, and have not changed our position regarding this matter.
  
  Thank you

  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20928256
  
  I am rejecting this response because: this is a scam. Fluent home uses gimmicks and fine print to enable automatic renewal without consumer consent. This is illegal!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/29/2023

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding.

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20928256
  
  I am rejecting this response because: the Fluent home once again uses gimmicks and scam to entrap consumers. Fluent home responded with Thank you for your response on paper they responded but in reality they are not saying anything. Good luck getting a rep on the call to terminate your service. Zero star business 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  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.

  Ive had several false alarms back in May and June 20 23 at least five if not six and Ive asked him to come out and fix it, but they would not do it then Ive had two false alarms that I was not aware of and they were going to charge me, but they never called or my back up And then December ******************************************************************************************************************************* notified me and I do have a letter from the Pest Control saying that ****** people let them in and they should not have done that so Im trying to cancel the service as of October 1 and 2nd but they will not let me cancel and I sent them a letter on October 7 registered mail which I have not gotten back and Ive tried calling them several times to cancel but they will not let me cancel, and I dont know how to turn off the alarm system Because I want to get a system thats actually going to be a secure system where I can count on it if I have alarm go off Ill call me to see if Im OK or call for help and theyre not doing that. Ive given them several opportunities, but they will not let me cancel. Please call me for further questions or or clarification .

  Business Response

  Date: 12/15/2023

  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, back in May and June of 2022, she had several false alarms and asked for  someone to come out to fix it, and they would not. She claims she then had two false alarms that she was not aware of, that no one called her or her back up about. She alleges in December 2022, the company let a person in her house, that was not on the list, and did not notify her, but the person they let in notified her, and they should not have done this, so she has been trying to cancel since October 1, 2023, and they will not let her cancel. She states, on October 7, 2023, she sent a registered letter, and has tried calling several times, and the company will not let her cancel. The complainant wishes to terminated her alarm monitoring agreement, and is requesting her final bill, through October 2023.
  
  We have reviewed the complainants file, and see that on June 3, 2016, she signed a 60 month agreement, expiring June 3, 2021.
  
  According to our records, on July 2, 2020, our Resolutions representative spoke with the customer, informing her that she was eligible for a price reduction. During this call, the customer was offered to renew her agreement and warranty for a period of 60 months, at a lower monthly rate, from $60.59 to $50.00 (plus applicable taxes) starting June 3, 2021, when her original agreement expired.The customer  verbally acknowledged and accepted these new terms. The representative then verified the customers email address, asking to her click on the form to confirm and accept.
  
  Regarding the customers comments, that our office let a person in her house, that was not on the list,  that we did not call her or her back up, and this should not have done. After further review of the customers file, there were no communications during the month of December 2022, therefore, no communication with an individual asking for entry into the customers home. Prior to discussing account information, ********************** verifies its customers, requiring callers to identify themselves, asking them to provide their account password. ********************** did not and does not do remote entry,therefore Fluent Home did not allow the entry of an unauthorized person into the customers home.    
  
  In January 2023,when the customer inquired about a bill she received from API, the was no mention of an unauthorized person in her home.
  
  In February 2023,when the customer called regarding her panel, there was no mention of an unauthorized person in her home.
  
  On July 20, 2023, when the customer updated her emergency contact list, there was no mention of an unauthorized person in her home, or any report of false alarms.
  
  On August 15,2023, the customer notified our office of a false ******************** that occurred on July 15, 2023.
  
  On August 20,2023, our office received a call from a person, Kxxx. When this person was not able to verify the account, we advised him to contract the customer, to get the verbal password.
  
  On October 3,2023, the customer called, wanting to cancel, and stated she did not want to pay the buyout of contract. We advised her that she is in contract, and resigned for 60 months. Before she disconnected, she insisted we cancel the contract.
  
  In November 2023,the customer stated she had been trying to cancel, but the representative did not cancel her contract. We informed her that she can cancel if she paid the paid the past due balance and buyout of contract. She stated she would report this to the BBB.
  
  According to our records, a technician is scheduled to attend the customers home on January 3,2024, to run a full system check, replace sensor batteries, and run a WiFi speed check.
  
  We apologize for any inconvenience this customer may have experienced when terminating their agreement, however, as stated above, the renewal term is valid and enforceable.At this juncture, the Complainant is responsible for the remaining balance,left on the agreement terms. If she still wishes to cancel, she would be required to pay 80% of the remaining balance, approximately $1,259.77. 
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:11/14/2023

  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 husband ***************************** (email: ********************** phone number ************) sent an email to Fluent in May 2023 indicating we no longer wanted Fluent service. We had paid for it for 5 years, the quality of service was terrible, the alarm would go off and no one would contact us to see if we were ok. He requested the service be cancelled. He called numerous times, numerous phone numbers could never get help. They kept telling him they never received a request to cancel service so it automatically renewed for another 3 years. We do not want this service, we want it cancelled effective immediately.

  Business Response

  Date: 12/12/2023

  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, her husband sent an email to Fluent in May 2023, indicating they no longer wanted Fluent service, alleging the alarm would go off and no one would contact them. She further claims he called numerous times, numerous phone numbers and could never get help. The complainant claims,  the company kept telling him they never received a request to cancel service, so it automatically renewed for another 3 years. The complaint wishes to terminate their alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants husbands file, and on June 14, 2018, the complainants husband signed a 60 month agreement, expiring June 14, 2023. On June 14, 2023, the agreement auto-renewed for an additional 36 months, expiring June 14, ****.
  
  According to our records, in December of 2022, the customer contacted our office, wanting to cancel.We  advised them of their contract end of term date, and they agreed to continue to pay.
  
  On March 9, 2023,the customer wanted to cancel, as the system does not work, informing us they tripped the system and no one called. When we offered to send out a technician,they stated they did not feel they should have to pay and demanded the service just get terminated. When we then advised them, they would need to pay the remainder of the contract, they stated no, and demanded we send them a cancellation confirmation. A copy of their agreement was sent to the address on file, advising them to refer to the cancellation instructions in their agreement.
  
  On June 22, 2023,the customer stated he was under the impression his account would be closed upon his end of term. We advised the customer of a Notice of Cancellation. Our office received their Notice of Cancellation, via email, on June 22, 2023, after the agreement auto-renewed.
  
  In August 2023,the customer followed up on his cancellation. We informed him that the agreement auto-renewed for another 36 months, as his Notice of Cancellation was sent after the agreement end date.
  
  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.
  
  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.
  
  Regarding the customers comments, that the alarm would signal and no one would contact them.According to the Monitoring Stations records, on February 25, 2023, our office received an alarm signal from Zone 3 (Garage Door). The master code was entered within five (5) minutes of the alarm sounding, cancelling any phone calls or police dispatch. At 9:07 the monitoring station followed up with a courtesy call. A similar situation occurred on October 4, 2023, where an alarm signal was received, followed by a cancel signal (master code being entered), within 5 minutes from the alarm signal being received at the monitoring station.
  
  At this juncture,the Account Holder is responsible for the remaining balance of the agreement.If he wishes to cancel, he 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:11/10/2023

  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.

  I am writing on behalf of my mother, a 91 year old widow who resides alone. She struggles with significant memory issues, gets confused and cannot tract conversations that are fast paced and complex. Fluent financially exploited an elderly woman with negligent and criminal behavior. The salesperson misrepresented himself and committed a crime by pressuring her and forcing her into another contract and loan without her full knowledge and understanding. My mother has had a security system in place for the last 8 years. On Oct 4 a man came to her door. He stated he was there to check on her security system. She stated he was well dressed and after some consideration, allowed him to enter her home. He reviewed the panel, told her that he was adding some equipment to help her (new remote fobs). Approximately 45 min later, a technician arrived at her house and re-programmed her security system to Fluent. She has stated it all happened so fast and was not aware of what was transpiring. The technician servicing her home stated, “that is one thing about (salesperson), he lies sometimes”. Oct 5, my mother received an email from a bank she never conducted business. She was not aware she would be borrowing money from a lender. The email stated that she had borrowed $1,380.82 for five years. She contacted the Fluent office was advised she could pay it off. She immediately paid the entirety of the loan. This money was borrowed without consent. We have no signed documents that approve this transaction. I contacted Fluent to discuss this matter. I asked for the entirety of the funds she paid to be returned to her and to immediately terminate the contract. The company refused to consider any restitution to bring this to resolution. Fluent exploited an elderly woman and committed tortuous interference by obstructing her current contract with her current security company. The company unlawfully took out a loan without any signatures or consent.

  Business Response

  Date: 11/17/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is Susan C*** 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.
  
  Thank you for
  contacting us. We were, unfortunately, unable to locate your mother’s account.
  Would you please respond with:
  
  -  Site Address of the account
  -  Account Number
  -  Account Holder’s name
  
  Once we locate
  your mother’s account, we can properly research and respond.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 11/17/2023

  
  This is the information that has been requested. 

  Name:  **** ** *****

  Address:  **** ** ********* **, Mesa AZ 85026

  I am not able to locate an account number. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/22/2023

  Complaint ID#: ********
  
  
  
  Hello,
  
  My name is Susan C*** 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, who
  is writing on behalf of her mother, states, her mother struggles with memory
  issues, gets confused and cannot track conversations that are fast-paced and complex.
  She claims the salesperson misrepresented himself, and committed a crime by
  pressuring her, and forcing her into another contract and loan without her full
  knowledge and understanding. The complainant further states, for the last 8
  years, her mother has had a security system in place, and on October 4, 2023, a
  man came to her door to check on her security system, then approximately 45
  minutes later, a technician arrived and reprogrammed her security system to Fluent.
  She further claims, her mother was not aware she would be borrowing money from
  a lender, that this money was borrowed without her consent, and when she contacted
  Fluent, she was advised she could pay it off. The complainant wishes for her
  mother’s alarm monitoring agreement be terminated, with no penalty, as Fluent
  committed tortious interference by obstructing her current security provider’s contract.
  
  After reviewing the
  Account Holder’s file, and see that on October 6, 2023, she signed a 60 month
  agreement, ending October 6, 2028. Also on October 6, 2023, the account holder
  signed a General Clarification Questionnaire, which we have attached.
  
  Our office regularly performs a “Welcome
  Call” survey when a customer is seeking to enter an agreement with our
  organization. During this “Welcome Call” survey, the customer is asked a series
  of questions designed to ensure that the customer understands the nature of
  his/her rights and obligations under the agreement. 
  
  On October 6, 2023, prior to
  installing our service, the Account Holder participated in our “Welcome Call” survey.
  When reviewing the account holder’s file, we note that the Account Holder responded
  “no” when asked, “To assist with your decision today and to protect your
  interests, is there anyone that you would like to us to contact including but
  not limited to an adult son or daughter to discuss the agreement you are
  entering into with Fluent?” We also note that the Account Holder responded
  affirmatively, when asked, “Was the representative wearing a Fluent
  collared-shirt, including an ID badge, and was it obvious and clear that your
  representative was only working for and representing Fluent at the door and
  throughout the presentation? The Account Holder also responded affirmatively
  when asked, “Do you understand that your initial monthly minimum payment
  payable to AlarmDotCom will be for $22.08 each month?
  
  Financing of the equipment is
  an option that Fluent Home representatives convey to customers, when equipment
  is purchased. This option is a separate, exclusive agreement between the
  customer and the third-party financing company. Fluent Home representatives may
  assist the customer when entering basic customer information, such as, the customer’s
  first and last name, phone number and loan amount. After this information is
  entered, the customer receives an email, to their email address, from the lender,
  with loan options. After choosing the loan option, the customer is then prompted
  to enter their payment method and information, and then prompted for a One Time
  Password verification. The lender then asks the customer for permission, as their
  credit will be checked.
  
  There are no laws governing Alarm Monitoring contracts. When
  a consumer is with an alarm company, that provides unsatisfying services,
  consumers will consider finding and switching to another provider. Some alarm companies
  may help provide termination letters and offer to buy out the amount remaining
  on the current agreement. Tortious Interference with a contract. Wrongful
  interference in a contract means disruption of a contractual relationship, such
  as, when a third party tries to induce the breach of a contract. This did not
  happen here. Fluent did not commit tortious interference. .
  
  
  
  According to our
  records, there are no communictions from the Account Holder, regarding the loan.
  The only communication our office received was on November 8, 2023, from the
  complainant, the daughter, stating the sales representative did not inform the
  customer of the loan for equipment, and that she was upset her mom was added to
  a contract with Fluent, as she has a contract with her previous provider. When we
  offered to see if we could pay the previous provider’s buyout of contract, the daughter
  demanded we prorate her bill from the finance company. At this time, we ask
  that the Account Holder, contact her previous security provider, request the
  buyout of contract invoice, and submit the final bill for review to, **********************.
  
  At this juncture,
  the Account  Holder is responsible for
  the remaining balance, left on the agreement terms. 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:11/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my contract with this company for over a month. Phone calls to customer service takes on an average of 45" for them to answer and then only to be told that they need to send me a letter and that takes 3-4 weeks!! I was told this on Oct 5 (according to their records) and it is now Nov 9th and I still have no letter. Another call today (with Alarm.com) on the line (they provide the service) and was told I must submit a letter to them asking that my contract be cancelled! So I will do this but feel as though this has been nothing but a delaying tactic. Their technical support is sketchy at best (one technician who is located 2 hours away from our address) and their customer service is virtually non-existent.

  Business Response

  Date: 12/08/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is ******************* and I am the Compliance Officer for Fluent Home. I am in receipt of the attached complaint, and 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 his account. Our records indicate that our office received the customers signed, Notice of Cancellation on November 9,2023, with their agreement cancelling December 10, 2023.  
  
  As stated in Section 2.4 of their agreement, 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.
  
  At this time, Fluent Home can confirm, that the complainants 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 complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:11/08/2023

  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.

  Ive been a customer of ********************** security company for over 5 years, my contract was up in January of this year. It was my understanding that once the contract was up it would continue month to month. I was then told since I didnt cancel a month beforehand I was automatically in contract for 3 more years. In February I was charged for my service at a different date and unknown company, when I called my bank about the charge I was told it was an alarm company and I was given the number of the company. Once I called I found out they had again charged names. Later on In February I got a call as well as a visit from someone representing the alarm company, they knew my payment due date, amount, ect. and told me that it was time for an update of equipment. Later on I find out that was a lie now I am in contact with 2 separate companies. Fluent would not release my NEW contract I went ahead and paid the buyout to be released from the contract. After paying I was still charged for the following month which was September, I have asked for a refund of that amount and I have been told several different stories. After more than two months I am sick of being put on hold and talking to several different people. This has been a long drawn out process and I want to be done with that company for good. All I am asking is for my money to be returned.

  Business Response

  Date: 11/20/2023

  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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer may have experienced when terminating their account. According to our records, our office received the customers  Notice of Cancellation April 8, 2023, and their Buyout of Contract (final payment) on September 22, 2023.
  
  In September 2022,the customers account changed ownership to API, with API providing all billing services. Our office has notified API to refund the customer $42.99, to the method of payment listed on file.
  
  Fluent Home can confirm, the complainants 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 complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20846465
  
  I am rejecting this response because:As of today November 27, 2023 I still have not received my refund. 
  ***********************************************

  Business Response

  Date: 12/08/2023

  Complaint ID#: ********
  
  
  Hello,
  
  Our office has notified API again, to refund customer $42.99, for November 2023. Please allow **** days for the refund to arrive.
  
  Thank you 
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20846465
  
  I am rejecting this response because:Wednesday January 3, 2024

  I still have not received my refund from Fluent Alarm company.
  

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

  Business Response

  Date: 01/10/2024

  Complaint ID#: ********
  
  
  Hello,
  
  As previously stated, in September 2022,the customers account changed ownership to API, with API handling all billing services. Fluent Home will not be issuing the customers refund check. API has been notified to refund the customer $42.99, to the method of payment listed on file.
  
  Thank you
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20846465
  
  I am rejecting this response because:I am still waiting for my refund from Fluent Alarm company, nothing as of today 1/10/2024
  
  ***********************************************

  Business Response

  Date: 01/15/2024

  Complaint ID#: ******** 
  
  
  Hello,
  
  Thank you for responding.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20846465
  
  I am rejecting this response because:Thank you for your communication, I talked to the billing company (API) on January 3rd as well as on the 10th. I was told by them that they are waiting for confirmation from Fluent that I am in fact due my refund. This ordeal has been very unpleasant as well as time consuming for me. I am truly disappointed from the way fluent operate since the beginning of my service with them. 
  
  ***********************************************

  Business Response

  Date: 01/17/2024

  Complaint ID#: ********
  
  
  Hello,

  We have reviewed the complainants comments, and would like to express our sincere apologies for the inconvenience this customer may have experienced. On December 8, 2023, our office notified API to refund the customer $42.99. API was again notified yesterday, January 16th, and again today, to refund the customer $42.99. At the customers request, API will refund the customer by check. Please allow **** days for refund to arrive.
  
  Thank you

  
  

  Customer Answer

  Date: 01/17/2024

   
  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.
  
  ************************************************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 20846465
  
  I am rejecting this response because:I accepted the response from Fluent on January 17, **** as of today February 16,**** i still havent received my refund. This has been going on since September of 2023, please resolve this matter stop your empty promises and send me my refund.
  ***********************************************

  Business Response

  Date: 02/20/2024

  Complaint ID#: ********
  
  
  Hello,
  
  Thank you for responding. API has notified our office that the customers refund payment has been mailed, with a confirmation number of ****L-*5*** and an estimated delivery date of February 26, 2024
  
  Thank you
  
  

  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.
  
  ************************************************

• Initial Complaint

  Date:11/01/2023

  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 trying to cancel my services with Fluent since my 5 year contract ended on September 19, 2023. I have sent multiple emails to them requesting to have my service canceled at the end of my contract. I was told to call this number ************, as apparently canceling via email is not something they can do. I phoned the number every day for 2 weeks and after an hour of being on hold was disconnected without being able to speak to anyone. I then faxed my details (address, account number, statement of wish to cancel and signature) to them on Friday September 29, 2023 and got a confirmation that they received it on October 11, 2023, yet they just billed me for another month! I'm at my **** end with this company.

  Business Response

  Date: 11/21/2023

  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.
  
  We have read the complainants comments, and apologize for the inconvenience this customer *** have experienced when terminating their account. Our records indicate that the customers end of contract term was September 19, 2023.
  
  As stated in section 2.2 of the customers agreement, the agreement will automatically continue from month to month thereafter 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 by Certified Mail.  
  
  Our officed received their Notice of Cancellation on September 29, 2023, and their account is eligible to terminate October 29, 2023.
  
  In August 2021, the customers account changed ownership to API, with API providing all billing services. Our office has notified API to refund any payments that *** have been taken after October 29, 2023, to the method of payment listed on file.
  
  Fluent Home can confirm, the complainants monitoring agreement has in fact been terminated. This response shall constitute as the complainants official cancellation confirmation document.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home