Complaints

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

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and canceled them they just hang up on me then I call again and they say I still have 2 years on a contract I did not receive or sign and then sends me a bill I did not receive till months after I called and cancelled I dont believe this is right and need it fixed immediately

  Business Response

  Date: 10/18/2024

  Hello,
  
  We are writing in response to complaint #********.
  
  We believe this complaint is intended for another business. We would love to assist, however, we do not have contracts or billing. We believe this is likely intended for an alarm company with a similar name. Our Rewards program allows you to complete deals and offers with our partners and depending on the deals and offers completed receive a Reward for meeting the requirements. We have also searched our customer database with the email address, phone number, and name provided, and we can confirm that this individual does not have an active account participating in our Rewards program and we have not received any communication from them.
  
  We recommend they contact the business that they made the contract with.
  
  Additionally, as this complaint is not related to our company or products, we also request this complaint be removed from our Better Business Bureau page.
  
  
  Thank you,
  Fluent, LLC

• Initial Complaint

  Date:03/06/2023

  Type:Billing 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 had billing issues for 6 months straight and cannot get anyone to resolve (mis-posted payment on their part). I have spent hours on the phone with the billing department at Fluent and with every month they assure the issue will be fixed but it never is. Recently they turned over their billing to API (non-US based!) and they turned my account over in poor standing. Fluent says they cant help because they no longer do billing; *** says they cant help because they dont have data prior to when they started billing. I wanted to at least send in one months payment with API to stop any worsening of the issue, but their system would not let me create an online account. One of APIs reps (TB) offered to create an account on our behalf which I appreciated, but after successful password creation the website will not load on any web browser. This far they have only sent bills via email and the only way I can pay is via phone. This is not secure, and doesnt give me any tracking or billing history. I want all of my submitted payments posted immediately, I want a corrected paper invoice, and I want a secure, traceable method of submitting current payments. I have submitted payment through January 31, 2023 and I currently owe for February 1 and beyond. If Fluent cannot do all of these things I want released from our service contract with no penalty.

  Business Response

  Date: 03/21/2023

  Hello,
  
  We are writing in response to complaint #******** dated 03/05/2023.
  
  We believe this complaint is intended for another business. We would love to assist, however, we do not sell or service security alarms or monitoring services. Our Rewards program allows you to complete deals and offers with our partners and depending on the deals and offers completed receive a Reward for meeting the requirements. We have also searched our customer database with the email address, phone number, and name provided, and we can confirm that this individual does not have an active account participating in our Rewards program and we have not received any communication from them.
  
  We recommend they contact the business that they made the contract with.
  
  Additionally, as this complaint is not related to our company or products, we also request this complaint be removed from our Better Business Bureau page.
  
  
  Thank you,
  Fluent, LLC

  Customer Answer

  Date: 03/22/2023

  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 and the matter has been resolved.  The original complaint was not for Fluent LLC but Fluent Home, so Fluent LLC is correct in their response.  Additionally, some progress has been made with Fluent Home since my original complaint and while not fully resolved, together we are making progress.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  Fluent LLC operates a front company called Flash Rewards which also operate and advertise in ******. Under Flash Rewards they claim that by completing a number of sign up offers and surveys you can achieve a reward through them varying from 75 in cash, a 50 dominoes pizza voucher, 500 in cash, a 750 ***** voucher and various other vouchers and cash offers (such as v-bucks, vouchers for boots pharmacy etc). A while ago now I completed all the sign up offers requested by flash rewards for a small reward: a 50 dominoes voucher. Because it wasnt anything ludicrous like the 750 ***** voucher/500 cash, I thought it must be legitimate. I completed all the sign up offers, some of them involving a cost and got to the stage where I had to send personal evidence of my identity to flash rewards and sign a contract to get my reward. I did everything asked and jumped through all the hoops but they did not send the reward and refused to respond to any of my further emails. I contacted them via social media, I reported them to action fraud, I even contacted dominoes who advised they have nothing to do with them and dominoes believe they are a scam organisation, I contacted the social media sites theyre advertising on to report them for false advertising and scamming. Ive now just seen on ****** that theyre advertising via ****** and looked at all the ads theyve paid for via ****** ads and this has finally allowed me to find the name of the operating company and where they are based via this. I believe they are false advertising and scamming on a wide and significant scale and taking advantage of people. If legit then why would they stop responding to me once I had won but continue to advertise more ludicrous offers years later? Theyre being treated by ******, twitter, instagram and ******** as legitimate and flying under the radar with what theyre doing and they need to be called out to change their practices.

  Business Response

  Date: 03/03/2023

  Hello,
  
  We are writing in response to complaint #******** from 02/21/2023.
  
  We are happy to help.  The Reward Claim referenced in this case is from June 2020. At that time, our identity verification process required the submission of several documents. One of the documents submitted did not meet acceptance requirements, however, we did not receive the requested accepted document and we did not hear back from the customer after July 2020.
  
  The good news is that we have fulfilled the Reward for the customer.
  
  
  Reward ID: ************
  ***** digital reward for *******************
  Feb 23, 2023
  
  Thanks for the opportunity to allow us to correct this.
  
  We apologize for any frustration experienced with the Reward claim process.
  
  Thank you!