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:10/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my contract with this company since October 2,2023. I have called the Resolutions department numerous times only to wait on hold for 20 to 30 minutes each time. I've left voice mails and spoke to someone in another department who took my information and said someone from Resolutions would call me back, I have sent a Certified letter to the address on my contract, only to have it returned due to "the addressee has moved and left no forwarding address." After reading other complaints, I sent a 2nd Certified letter to the Draper, Utah address. After receiving confirmation from USPS that my letter was delivered. I waited a few days and then called the resolutions department to find out what further action was needed. I was told they had NOT received my letter and asked where I had sent it. They replied that was not the correct address and gave me an address in Lindon, Utah. I sent a 3rd letter to that address and am currently waiting for delivery confirmation. The rep explained I would receive written confirmation of my request and the amount owed to cancel my contract, as per section 2.4 of said contract. I feel the lack of customer service has left me no choice but to file this complaint. If by chance this dispute is resolved, I will rescind this complaint

  Business Response

  Date: 11/08/2023

  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
  states, he has been trying to cancel his contract since October 2, 2023, and
  claims they know he is willing to pay the amount owed to cancel his contract,
  as stated in section 2.4, but no one will get back to him. The complainant is
  requesting to be contacted by the business.
  
  We sincerely apologize for
  the inconvenience this customer may have experienced when terminating his account.
  According to our records, our office spoke with the customer in October 2023, when he stated he would like to disconnect his services, as he
  no longer uses it.
  
  On October 25,
  2023, we received the customer’s Notice of Cancellation, and on October 31,
  2023, our office emailed the customer his Buyout of Contract letter.
  
  As requested, we
  have attached the customer’s Buyout of Contract letter. Once we receive their
  final payment, Fluent Home can confirm that the complainant’s alarm monitoring agreement
  will in fact be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1.  Fluent claims they received my cancellation letter on October 25,2023 while USPS shows signed delivery on November 3,2023.

  2.  Fluent claims they sent an email on October 31,2023 and no email was received by me.

  3. The buyout letter they said was sent on November 8,2023 (today) has not been received.

  4.  Fluent says there is confusion whether I want to Terminate my service or just pay off the balance. My letter clearly states in two different locations the words Notice of Cancellation and Please Cancel my contract #*******. 

  As soon as i receive the payoff request letter, I will attempt to contact Fluent and proceed with my payoff.  Until this matter is completed I would like this complaint to remain open.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/09/2023

  Complaint ID#: ********
  
  
  Hello,
  
  The customer’s cancellation letter is postmarked October 16, 2023. The
  Notice of Cancellation was uploaded to the customer’s file on October 27, 2023.
  I apology for the error in the dates.
  
  The customer’s buyout of contract letter was attached to the November 8,
  2023 response. The system actually uploaded the attachment twice.  We have again, attached the payoff letter to
  this response.
  
  Regarding the customer’s comments about Fluent stating there is
  confusion as to whether he wants to terminate his service or just pay off the
  balance.  After further review of the customer’s
  file, there is no communication regarding this issue. In the payoff letter,
  provided on November 8, 2023, via the BBB, the letter in part reads, “In order
  to ensure that we are handling your account properly, would you please advise
  us as to whether you are interested in paying off your account and terminating
  your services or simply paying off the balance of your account.”
  
  As requested, we
  have attached the customer’s Buyout of Contract letter.
  
  Thank you 

  Customer Answer

  Date: 11/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As of today (November 14,2023) I have not received a Buyout of Contract letter from Fluent.  On November 9,2023 I sent an email to Susan C*** regarding my desire to terminate and payoff my contract. On November 14,2023 I spoke with Mary C in Resolutions and was advised a buyout letter was sent. She informed me that once the letter was received, I could send a check for the amount owed to Fluent Home LLC, ** *** *********, Chicago IL, 60674. Once the check was received they have 30 days to close out the account. As soon as i hung up, i received 2 emails from ************************** regarding a past due amount of $53.99. I called and spoke to a representative named Dave who informed me that the buyout letter had been sent and I had two options. I could send a check to the Chicago address or I could pay today with a credit or debit card and I would receive email confirmation of my account being terminated. As I am still untrusting of giving this company any credit card information, I am holding out until I receive my buyout letter and will then send a check for the amount owed. Until this matter is completely resolved, I am keeping this complaint open.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/20/2023

  Complaint ID#: ********
  
  
  
  Hello,
  
  The complainant states as of November 14, 2023 he has not received a
  buyout of contract letter. As previously stated, on November 8, 2023, two
  buyout of contract letters were attached with our initial response. Then with
  our November 9, 2023 response, his payoff letter was once again attached.
  
  According to our records, on November 16, 2023, the customer paid his
  buyout of contract.
  
  At this juncture, Fluent
  Home can confirm that 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
  

  Customer Answer

  Date: 11/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  On November 16,2023 I spoke with Trent who was calling on behalf of Susan C***. I paid my account balance of $345.54 and was given confirmation number of **********. He said I would get written confirmation of my service being cancelled and terminated. He also told me I could do whatever I wanted to with the equipment. On November 21,2023 I called Customer support to ask If it was okay to disconnect my panel. The technician told me my service was "on test" and I could unplug my panel and remove the battery. I followed his instructions and removed the panel. I am still waiting for for a credit to my credit card for a double payment I made in October. As soon as this is resolved I will accept this response. To this day I have not received anything in writing from Fluent, but as the previous reply stated, these responses are to be treated as my confirmation of termination.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/10/2023

  Complaint ID#: ********
  
  
  Hello,
  
  According to API's records, the customer’s
  account balance was $485.01. On November 16, 2023, when the customer spoke with
  our Billing Specialist, to make his final payment, he advise our Billing Specialist
  that on November 16, 2023, he made a $53.99 payment to API. The $53.99 payment was
  then subtracted from the balance of $485.01, resulting in a new account balance of
  $431.92.  
  
  As stated in section 2.4 of the customer’s agreement, “…Premature
  termination of your agreement: In the event that you elect to terminate your
  agreement prior to the expiration date of the initial term of your agreement,
  you understand, acknowledge and agree to the following: . . .you will be
  required to pay eighty percent (80%) of the remaining balance.” The new balance of $431.92 x 80% =
  $345.54. On November 16, 2023, the customer paid his buyout of contract, in the
  amount of $345.54, and his account was terminated.
  
  As stated in section 2.4 of the customer’s agreement, 30 days’ noticed
  is required to cancel. The customer’s Notice of Cancellation, dated October 13,
  2023, was received October 16, 2023, with a termination date of November 13,
  2023. The customer is responsible for October 2023’s payment.
  
  Fluent Home can
  confirm that the complainant’s monitoring agreement has in fact been
  terminated. This response shall constitute as the complainant’s official
  cancellation confirmation document.
  
  Thank you 

  Customer Answer

  Date: 12/11/2023

  
  
  Better Business Bureau:

  On December 10, 2023 I received notification from Citibank that my dispute of the credit card payment has been resolved.  I feel confident that my association with Fluent has been completed. As of today, December 11, 2023 my complaint #******** has been resolved.

  Thank you for all of your help in this matter.
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:10/31/2023

  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.

  A young man from Fluent Home named ***************************** came by to my home on 6/21/23 soliciting and telling me about the service. As he was setting up I asked if there was a set up fee and he said no. He noticed I was under contract with my previous account and he said they would pay it off. I later called Safe Home and they had not heard anything from Fluent Home about paying off the H35**33353230353036H with them. That day ******* noticed my brother was on my account with Safe Home Security. I told him I only wanted my name on the account with **********************. I later found out he ended up putting my brother on the account any way. I also told him I wanted my payments debited out of my checking account and he said it wouldn&#**;t be a problem. The next day he said Fluent Home wasn&#**;t taking my checking account information and he asked if I had a debit card. I provided him my debit card information. On 6/23/23 I noticed strange charges on my account so I called my bank. My bank said it was from Lyft. I have a vehicle and do not use Lyft and didn&#**;t even know who the company was until my bank told me. ******* charged my card for Lyft. The first charge was $6.50 and the second charge was $18.50. He also sent money to himself through Cash App. One amount was $25 and the second amount he sent was $13.75. On 6/24/23 he tried to get ************ for $21 with my card. My bank had canceled my debit card and Cash App card by this time and they alerted me. On 6/26/23 there were 5 additional charges that ******* tried to make but the card was already canceled by this time. I called Fluent Home to alert them of what the young man had did and they confirmed that he did work there. They said they would do their own investigation and call me back, but did not follow up with me. I ended up having to call them. I called on 10/24/23 to cancel my account and they said ******* no longer works there, and I would need to file a police report if I wanted to do something about it. I had already filed a police report. The person was indignant and refused to cancel my services.

  Business Response

  Date: 11/15/2023

  Complaint ID#:  ******** 
  
  
  Hello,
  
  My name is ******************* and I am a Compliance Agent for Fluent Home. I am in receipt of the attached complaint, and thank your organization for the opportunity to respond.
  
  The complainant states, that on June 21, 2023, a young man from Fluent came to her home, telling her about the service, and noticed she was under contract with her previous account, and told her we would pay it off. She claims the sales representative noticed her brother was on her SafeHome account, and told the representative she only wanted her name on the account, and later found out, her brother was put on the account. The complainant further states, that on June 23, 2023, she noticed strange charges on her account, and when she called her bank they said it was from Lyft, and states,she has a car and does not use Lyft. She further claims, the sales representative sent money to himself through *******, and when she called Fluent, to alert them of what the young man did, they advised her to file a police report, which she already filed. The complainant wishes to terminate her alarm monitoring agreement with no penalty.
  
  According to our records, when running a soft credit check, the complainant did not qualify on her own. The complainants brother qualified and was added at the primary account holder.  The complainant has since been listed at the primary customer with her brother listed as the secondary customer.
  
  Regarding the customers allegations against the sales representative. Fluent Home does not condone this behavior and we sincerely apologize for any inconvenience this may have caused. To further investigate and properly resolve this matter, we ask that the customer email screenshots of all charges, along with a copy of the filed police report, to: *******************************Please reference BBB complaint #********.
  
  Regarding the payoff of the customers previous provider. On June 29,2023, the customer contacted our office, informing us that she has the Buyout of Contract (final bill) from her other company, and would  send us their final bill. To date we have not received the customers previous providers final bill. We ask that the customer send the final payoff bill to, *******************************
  
  We thank you for the review and consideration of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home   

• Initial Complaint

  Date:10/26/2023

  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.

  I paid off the contract I had with Fluent. I paid them 80% of the contract to end it because i didn't need it anymore. A total of 1087.94 dollars on 8/17/2021. On Monday 10/16/2023 i got a text and Email from them saying that I owed them money. It has been over 2 years since I moved from the address I had the security at. I have moved to a senior gated community. I don't need a security system. I thought I was done with them. Can you help me out.

  Business Response

  Date: 11/13/2023

  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.
  
  We have read the
  complainant’s comments, and apologize for the inconvenience this customer may
  have experienced when terminating their account. Our records indicate that we
  received the payoff payment in August 2021. And on November 1, 2023, our office
  received their Notice of Cancellation.
  
  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: 11/15/2023

  
  
  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:10/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 11th 2023 I called and told Fluent Home I wanted to cancel my account because I wasn’t under contract anymore, the rep told me he would put my account on suspension for 3 months so I wouldn’t get charged again, and to email in my cancellation to their support email. Sure enough, I got charged my regular amount in October of 2023. When calling into Fluent, they told me the rep had made a mistake back in September and he didn’t fully complete the suspension of my account, even though the rep said that it was done and I wouldn’t be charged again. Fluent admitted the rep lied to me but said they couldn’t refund me my money unless I signed another 12 month contract with them. I was lied to by fluent just to get more money out of me.

  Business Response

  Date: 11/07/2023

  Complaint ID#: ********
  
  
  
  Hello,
  
  My name is Susan C*** 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
  complainant’s comments, and apologize for the inconvenience this customer may
  have experienced when terminating their account. According to our records, the
  customer’s agreement ended May 14, 2022.
  
  As stated in the Terms
  For Service section of the agreement, 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.”
  
  Our office received
  the customer’s signed, Notice of Cancellation, October 12, 2023. The customer
  is responsible for the October 2023 payment.
  
  Fluent Home can
  confirm, the complainant’s monitoring agreement has in fact been terminated. There
  are no further monies owed and no further monies due, and 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

• Initial Complaint

  Date:10/11/2023

  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 attempted to cancel this service at the end of the contract in May 2023 but when I followed the cancellation instructions exactly and mailed a registered letter to the address given, my letter was returned as no such address. I had multiple conversations with a CSR at Fluent and was assured the account would be cancelled at the end of May 2023 but was not allowed to received a copy of contract (May2023. Now (October 2023) I am being contacted that the service is not cancelled and I owe back payments. The property the security service was for, **** ***** *** Louisville KY 40272, has been sold and I no longer live there. I feel like this is a complete scam and there is no actual realistic way to cancel this service.

  Business Response

  Date: 11/06/2023

  Complaint ID#: ********
  
  
  Hello,
  
  My name is Susan C*** 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
  complainant’s comments, and apologize for the inconvenience this customer may
  have experienced when terminating their account. According to our records, the
  customer’s agreement ended May 19, 2023, and our office received the customer’s
  signed, Notice of Cancellation, February 20, 2023.
  
  Fluent Home can
  confirm, the complainant’s monitoring agreement has in fact been terminated. There
  are no further monies owed and no further monies due, and 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

• Initial Complaint

  Date:10/10/2023

  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.

  A letter was sent to the company dated February 10, 2023 to cancel all home security services as I was changing security companies. I did not receive any response nor speak with any person. I went ahead and changed security companies and had the Fluent panel removed from my home. When reviewing charges to my account, I noticed I was still being charged and money was taken from my account via automated withdrawal even after the panel was removed from my home. I attempted to contact the company in August and again in September 2023. When calling, I am greeted with an automated voice answering service to press a number for a specific department. Then I will remain on hold without anyone answering the phone for over an hour or will be disconnected. The number listed on the website troubleshooting page directs people to call ************. After several attempts and long waits on hold, an email was sent on 9/15/24 to the customer service general email account. A response was received on 9/20/24 with directions to call ************ to speak with a resolution expert. After several more attempts and long waits without anyone answering the phone and/or being disconnected, another email was sent 9/26/23 with information the number was not answered and/or disconnected. A response was received over a week later stating the ************ HAS to be called to speak with a person. In response to this email, it was again stated the phone number is not answered and a person cannot be spoken to. That email further states a stop oayment has been placed on my banking account so automatic withdrawals cannot continue to occur.

  Business Response

  Date: 11/09/2023

  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,a letter was sent to the company, dated February 10, 2023, to cancel all home security services, as she was changing security companies, and when she did not receive a response, she changed security companies and removed the Fluent panel. The complainant wishes to terminate her alarm monitoring agreement, with no penalty.
  
  We have reviewed the complainants file, and find discrepancies to her claim. On January 10, 2018, she signed a 60 month agreement, ending January 10,2023.
  
  On February 1, 2023, the customer contacted our office, looking at her options and to lower her bill.  The customer then participated in a resign survey, verbally renewing her agreement,and warranty for a period of 48 months, with a lower monthly rate of $25.99, plus applicable taxes, starting January 10, 2023, when her original agreement ended.The renewal agreement was emailed to the address listed on file.
  
  On February 15, 2023, our office received the customers Notice of Cancellation, dated February 9, 2023. As stated in the Notice of Cancellation,You may cancel this transaction, without penalty or obligation, within three (3) business days from the above date. Our office received her written cancellation eleven (11) days after the required 3 day cancellation period.
  
  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 holding the Complainant responsible to the agreement for which she agreed to. Should the customer wish to terminate her services, the complainant 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

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20721449
  
  I am rejecting this response because: 1) I do not recall speaking with anyone on or about the time given of February 1, 2023. Nor recall agreeing to any contract verbally or otherwise.

  2) When the company was called on or about Sept 2023 (after numerous attempts), I was informed contracts could not be emailed and would be mailed through **** and would take 5 weeks to arrive.  It has yet to arrive.

  3) I have not provided the company an email address; therefore, the contract could not have been emailed. 

  As was stated in the original complaint, I expect the company to discontinue services immediately without any penalties or fees including no charge for equipment. As well as refund of any monies withdrawn since Februray 2023 when the original request was made. 

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

  Business Response

  Date: 11/21/2023

  Complaint ID#:  ********
  
  
  Hello,
  
  The complainant stats, she has not provided the company with an email address.  On January 10, 2018, prior to installing our service, the complainant participated in our Welcome Call Survey. The purpose of this survey is to ensure our clients have an understanding of the terms and conditions of the agreement they are about to enter into. When reviewing the complainants file, we note that after our representative provided the email address on file, the complainant confirmed that that was the correct email address. This email address also appears on the complainants agreement.
  
  As previously stated, Fluent Home is holding the Complainant responsible to the renewal agreement for which she agreed to. Should the customer wish to terminate her services, the complainant would be required to pay eighty percent (80%) of the remaining balance left on the agreement terms.
  
  Thank you 

• Initial Complaint

  Date:09/25/2023

  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.

  My 85yo grandmother sold her house and moved. Her home alarm system conveyed with the home. She owned the system. Fluent has insisted that the only option she has at 85 years old is to somehow contact the new owner of her old home and ask for her system back (not an option or realistic or going to happen), buy a new system, continue paying for her old system monitoring she cannot use regardless, or convince the new homeowners to buy put her contract (not realistic, again). They refuse to cancel due to her move and insist her only option is to pay them 1500$ or so to finish out the remainder of her 5 year contract. Or, she can buy a 2nd system and continue to pay to have it monitored and also pay a new move/install fee in addition to her contract. This is elder financial exploitation. I spent a full hour on hold round 1, spoke with an agent that refused to allow me to speak with a manager, then said he was indeed a manager, and he hung up on me. I tried the "resolutions" line number which only rang busy. I'm on hold a third time for over an hour still with no answer yet. This is asinine.

  Business Response

  Date: 10/02/2023

  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.
  
  Thank you for contacting us. We were, unfortunately, unable to locate your grandmothers account.Would you please respond with:
  
  -  Site Address of the account
  -  Account Number
  -  Account Holders name
  
  Once we locate your grandmothers account, we can properly research and respond.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20653390
  
  I am rejecting this response because:We do not have any of the paperwork (due to the move) and thus don't know the account number. 

  Address is 

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

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

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

  Business Response

  Date: 10/31/2023

  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,the customers grandson, states his grandmother sold her house, moved, and did not remove the system. He claims, his grandmother owned the system, and Fluent has insisted that the only options she has, is to contact the new homeowner,asking for the system back; buy a new system; continue paying for her old system; convince the new homeowners to buy her contract or pay $1,500.00 to finish out the remainder of her 5 year contract. The customers grandson wishes to cancel his grandmothers alarm monitoring agreement, with no penalty.
  
  According to our records, on September 22,2023, the customer contacted our office, stating she moved, and needed to make sure the contract was not in her name, and is not being billed. When our  representative asked if she moved the system, she stated, no.  The customer was then advised she is in contract, that the contract is still in her name, is still an active system, and billing will continue for another 21 months. The customer then responded, she wanted to discontinue that, and did not want to pay anymore. Our representative informed the customer, that when she moved, she could have taken the equipment with her, explained the contract terms, and asked if she wanted to pay the buyout of the contract balance so it could be discontinued. The customer stated, she did not want to pay the balance of the contract. The customer then asked what if she wanted to take the system from that location to her location. We advised her she could do that, as long as she had access to the equipment, to which she responded, I could have. After quoting the fee of pulling and reinstalling the system, the customer declined. The customer then asked if the system could be transferred to the new homeowners. We informed her, yes,and a transfer of ownership was explained, to which she agreed to, authorizing permission. She then stated she would have the new homeowners contact Fluent,to takeover the remainder of the contract. Our office has not heard back from the customer, nor the new homeowners.
  
  We apologize for any inconvenience this customer may have experienced with her move. It is the customers responsibility to provide adequate notification regarding changes which could affect the equipment. As stated above, we worked with the customer on options available to her, due to her  situation. Had the customer notified **********************, when first selling her home, additional options would have been available to her. 
  
  Premature cancellation. 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. This writing shall be required to be sent by FAX and/or by Certified Mail. Premature termination of your agreement: in the event that you elect to terminate your agreement prior to the expiration date of the initial term of your agreement, you understand, acknowledge, and agree to the followingyou agree that if you decide to terminate your agreement prior to the expiration of the initial term of your agreement, you will be required to pay eighty percent (80%) of the remaining balance. 
  
  Should the customer still wish to pursue the termination of her agreement, she would be required to send in a written Notice of Cancellation, and pay eighty percent (80%) of the remaining balance, left on the agreement, approximately $984.19   
  
  A written Notice of Cancellation requires the following: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation, and Signature.Please submit your notice to cancel,  to,Fluent Home, via email:  ******************************;  by FAX: ************, or by Certified Mail to:  Fluent Home, 138 *********************************************************.
  
  At this juncture, the complainants grandmother is responsible for the remaining balance of the agreement for which she signed. If she wishes to cancel, she would be required to pay 80% of the remaining balance, equaling $984.19. Once we receive the customers signed, Notice of Cancellation and final payment, and the agreement fulfilled, Fluent Home can confirm that the customers agreement will be terminated. Alternatively, Fluent Home is willing to work with the customer on a new system at a reduced cost.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:09/18/2023

  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.

  I am a 72 year old male that lives on a fixed income, I entered into a contract for 6 years with this company in July of 2016, I aske them three weeks ago to cancel my services because the contract period was up and I no longer wanted the services, they would put me on hold for hours, I finally talked to someone and they told me in march to cancel my contract all I needed to do was to send them a letter stating I no longer wanted the services. I did that and they still did not cancel my contract. I called back on August 17, **** they told me that they never recieved the letter and I should send one hundred dollars and thirty-seven cents to cancel thecontract. I sent them the money and They sent me a pass due letter on September15th state my account was pass I have had enough of them stealing my money.Please help me figure out how to cancel the account that is no longetr under contract nor is it being monitored.at this time yet they continue to send bills and refuse to stop.

  Business Response

  Date: 10/10/2023

  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,in July 2016, she entered into a 6 year contract, and three weeks she asked to cancel, as her contract period was up and no longer wanted the service. She claims she when she talked with someone in March, she was told to cancel, all she needed to do was to send a letter stating she no longer wanted the service.She further claims she did that, and her contract did not cancel, and when she called on August 17, 2023, she was told the letter was never received. The complainant wishes to terminate her alarm monitoring agreement.
  
  After reviewing the Complainants file, we see that on June 16, 2018, she signed a 60 month agreement, ending June 16, 2023. On January 22, 2021, the account was placed on a 2 month suspension. These 2 suspended months were then added to the end of her contract term, with a new expiration date of August 16, 2023.
  
  On July 25, 2023, when the customer requested to cancel, our office advised of a Notice of Cancellation and provided cancellation instructions.
  
  Section 2.4 of her 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.  To date, there is no signed, written Notice of Cancellation on file.
  
  To cancel your monitoring agreement, please include the following on your written Notice of Cancellation: Date; First and Last Name; Account Number; Site Address of the account; Statement of Cancellation and Signature, and submit to, Fluent Home, via, email:  ******************************;  FAX: ************, or by certified mail to:  Fluent Home, 138 **********************************************************
  
  Once we received their signed, Notice of Cancellation, Fluent Home can confirm that the complainants alarm monitoring agreement will be terminated.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

• Initial Complaint

  Date:09/06/2023

  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.

  Spoke with Nora 04/12/2023 to make a final payment to fulfill the contract, the contract ended 05/24/2023. I explained to Nora, I would not be making any future payments after the contract date, I was assured this would be the last payment.
  
  Did not receive any correspondence from this company in June or July or August.
  
  On 09/06/2023, I get a text about a past due balance for 61.99, one month of service. In theory, the past due amount should be more, but it's not, odd right? When calling they explain I needed to submit a written letter, where was all of this in April? Now I'm being told I can't cancel this account because it's past due. This is a tactic, I can tell because I should be three months behind, and I'm not, those other months were credited some how.
  
  I want my account canceled like I request back in April and I will not make another payment on this account, like I told Nora, back in April.

  Business Response

  Date: 09/13/2023

  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 states, her contract ended May 24, 2023, and on April
  12, 2023, she spoke with one of our collection representatives, to make a final
  payment, fulfilling the contract. She claims she explained to the
  representative, she would not be making any future payments after the contract
  date, and alleges she was assured this would be the last payment. The
  complainant further states, she received no correspondence from the company in
  June, July, or August, and on September 6, 2023, she received a text about a
  past due balance of $61.99. She claims, in theory, the past due amount should
  be more
  
  We have reviewed
  the complainant’s file, and see that the customer’s monitoring agreement ended
  on May 24, 2023, auto-renewing month to month, thereafter. In January 2023, the customer’s account changed ownership to API. Although this account is owned by API, Fluent
  Home continues to provide all services outside of billing, with all billing
  services provided by API. According to API’s records, the customer’s account
  has past due balance of $247.96.
  
  On March 22, 2023,
  our collection department called the customer, regarding a past due balance of
  $61.99, for February 2023. There was no answer.
  
  On March 29, 2023,
  our collection department called the customer, regarding a past due balance of
  $123.98, for February and March 2023. There was no answer.
  
  On April 4, 2023, our
  office spoke with the customer, who stated she would call back in May to cancel
  the account and pay the past due.
  
  On April 12, 2023,
  per the customer, our collection department ran 3 months of payments, in the
  amount of $185.97, for February, March and April, then asked to terminate at the
  end of term. The call was transferred to our Retention department.
  
  We next heard from
  the customer September 6, 2023, when she refused to pay, insisting the account
  was cancelled in May. She advised our Retention department she sent a Notice of
  Cancellation a got a confirmation. The customer then spoke with our Collections
  department, who advised the customer, we do not have a Notice of Cancellation
  on file, and without that, the account will not cancel. He also advised, that
  we cannot cancel over the phone or with just an email.
  
  Section 2.4 of her
  agreement states, that the agreement “…will automatically renew…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.”  Our office received the customer’s Notice of
  Cancellation September 6, 2023. The customer is responsible for May, June, July,
  and August 2023’s payments, in the amount of $247.96.
  
  At this juncture,
  the customer has a past due balance due of 247.96. Once this payment is
  received, and the agreement fulfilled, Fluent Home can confirm that the
  complainants agreement will in fact be terminated. Should the complainant elect
  not to pay, her account will remain active.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home

• Initial Complaint

  Date:08/22/2023

  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 signed up for home security 5 years ago in May. We were unhappy with the service, the cameras didn't work properly but since we signed a contract they would not let us opt out. We called in July to cancel but they told us in the fine print of the contract that if we didn't cancel within 30 days of the end of the contract that we were automatically put into another 3 year contract. We have tried to dispute this with them but they won't budge. We have asked for a manager to call several times but have not received a call. Very frustrating and poor business.

  Business Response

  Date: 09/20/2023

  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
  states, they signed up with home security 5 years, in May, and were unhappy
  with the cameras that did not work properly, but since they signed a contract,
  the company would not let them opt out. He claims in July, they called to cancelled,
  but were told that the in the fine print of the contract, if they did not
  cancel within 30 days of the end of the contract, they were automatically put
  into another 3 years. The complainant wishes to terminate his alarm monitoring
  agreement, with no penalty.
  
  According to our
  records, the customer’s agreement was signed May 7, 2018, ending May 7, 2023.
  In November 2019, due to financial reasons, their account was place on a 3
  month, extending their end date to August 7, 2023. On August 7, 2023, their
  agreement auto-renewed for 36 months, ending August 7, 2026.
  
  Our records
  indicate, that in July 2023, the customer contacted our office, requesting to
  cancel. We offered a new system, a lower bill and offered camera, all to which
  he declined. We then advised the customer of the contract auto-renewing.
  
  Section 2.4 of her
  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.”  To date, there is no Notice of Cancellation on
  file.
  
  To cancel your
  monitoring agreement, please provide the following on your Notice of
  Cancellation: Date; First and Last Name; Account Number; Site Address of the
  account; Statement of Cancellation  
  Signature, and submit to, Fluent Home, via: email:  [email protected];  by FAX: ###-###-####, or by certified mail
  to: Fluent Home, *** ** ***** *** ***** *****, Draper, UT 84020.
  
  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.
  
  As a one time
  courtesy gesture, and in a good faith effort to resolve this matter, once we
  received the customer’s signed Notice of Cancellation, Fluent Home can confirm
  that the complainant’s monitoring agreement will in fact be terminated. As
  stated above, 30 days is required to cancel, and the complainant will be
  responsible for October 2023’s payment.
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  
  Fluent Home
  

  Customer Answer

  Date: 09/21/2023

   
  
  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.

   

  We are sending the required documents to cancel the service.
  
  
  
  Sincerely,
  
  
  
  ****** ****