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:03/21/2025

  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 signed up for Fluent Homes Security in 2024, I received my equipment but I cannot access my account. I have tried to contact them and wait on hold for over an hour at a time. I then had a technician come to my house to fix the issue which it did not. They charged me $150 for the technician to come to my house. They couldn't find my contract and when they did it was unsigned by me. They have been taking over $400 a month out of my account and I had to cancel my account through my bank. When I told them that I didn't have a contact I wrote a cancellation letter to them in March 2025. They agreed to cancel and told me I had to pay the remainder of the contract in full from *********. I refused and They then threatened to take action and report it to the credit bureau. Legally nothing has been signed so I will send the equipment back to them as soon as this is dealt with.

  Business Response

  Date: 03/31/2025

  Hello, 

   

  This account has already been cancelled per the complainants request. API Alarm **** will invoice any remaining balance per the agreement within 30 days, if applicable.

   

  Sincerely, 
  Fluent Home Compliance

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23101128
  
  I am rejecting this response because:i have never agreed for this company to take out funds out of my account they didn't even have an account number for me or know that I was even a client of there's they have lied to me multiple times both company's and  for the last 8 months on my security app said that I had no my login information had no access to this account I got robbed and it didn't even do anything to help prevent theives from comming in my home therefore I'm not paying out anymore money to this company infact they o me the company fluent homes told me when I tried to cancel 2 months in having this equipment that I can't cancel because I'm on a contract and need to pay tell ******************************************************************* a contract  and then told me that I there was no contract but still had to pay no matter what this company is scamming people 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/11/2025

  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.

  Service obtained in 2010,has never been serviced,will not tell me when my contract is up.Been paying for equipment that has not worked well over a year.Technical support was sent to to check system, could not be fixed.Been paying for a broken unit,want out of the contract.

  Business Response

  Date: 03/21/2025

  Hello,
  
  
  Fluent Home is in receipt of the attached complaint and appreciates the opportunity to respond.
  
  
  Upon reviewing the account, we can confirm that we recently spoke with the complainant and advised them of their agreements end-of-term date. At that time, the complainant expressed their intent to continue service until the agreements completion.
  
  
  Additionally, as a goodwill gesture, we offered a complimentary technician visit to assess and resolve any service concerns. However, the complainant chose not to take advantage of this option.
  
  
  Should the complainant wish to cancel their agreement, they simply need to provide a formal notice of cancellation. Once received, the account will be closed, and any remaining balance under the agreement will be billed within 30 days directly by API Alarm Inc.
  
  
  Please let us know if any further clarification is required.
  
  
  Sincerely,
  Fluent Home Compliance

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising 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.

  In December 2024 Brock ********* of Fluent Home Security came to my home to discuss changing my home security account from *** to Fluent. I had purchased the *** account 18 months earlier from Brock. He told me *** was no longer going to service our area. Brock told me the monthly bill with Fluent was going to be $34.99. He told me he needed my checking account number to allow payments to be made to Fluent each month. When the payments were deducted from my account there was an amount of $34.99 and another payment of $51. 99 deducted. I called Brock and asked him to explain. He said he had been given bad information from Fluent and so the payment was going to be those two amounts for 60 months. I told him this is unacceptable and he misrepresented it to me in December. He said he might be able to get the $51.99 changed. I have called Brock several times to discuss this. He doesn't answer, and he doesn't return my calls from my messages. I am now receiving demand letters from *** for $769.19, due on receipt. I contacted Brock and he did answer and said to mail the bill to him and it would be taken care of. Fluent nor Brock have done nothing. Brock does not return my calls. I sent an email to Fluent. I received a response from Mr. ********* who told me to send the bill to him. I sent it as an email attachment the first part of February. I called *** today, February 24, 2025, and was told the bill is still not paid. I called Fluent and was put on hold for 40 minutes as someone named Ryan was going to connect me to someone in the main office. It never happened. Could you please help me, please advise me. I need something done about this. I don't have the money to pay the $769.19. I would like to get out of the contract with Fluent, seeing how dishonest they have been and their unwillingness to honestly address this issue I don't want an account with them. Thank you, ***** ******* ************@comcast.net Phone: 801-***-****

  Business Response

  Date: 03/18/2025

  March 17^th, 2025

  Hello,

  We appreciate the opportunity to respond to Ms. ******** concerns regarding her transition from ADT to Fluent Home.

  After reviewing the matter, we can confirm that a check has been issued to Ms. ******* to cover her final bill from ADT. We regret any delay in the process, as final billing adjustments can take some time to be fully resolved.

  We are pleased to have Ms. ******* as part of the Fluent Home family and want to assure her that we are here to assist with any further concerns she may have. Should she need any additional support, we encourage her to reach out to our team directly.

  Sincerely,

  Fluent Home Compliance

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22983897
  
  I am rejecting this response because:

  I respect the business has addressed one of my concerns, saying they are sending me a check for $769.19 for the final ADT payment.  However, I have also requested the companies: Fluent and Smart Home, no longer do auto pay from my checking account.  I want to make the monthly payments myself to each company.   These two companies are difficult to communicate with; not returning phone calls  not answering incoming waiting calls. When they agree to this and change the payment record  that I access, so I can make my own payments myself, I will reconsider.

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

  Business Response

  Date: 03/26/2025

  Hello,
  
  
  We are unable to directly modify the complainants payment method or billing schedule with Smart Home. However, we have adjusted the invoice delivery for her account, ensuring that invoices will now be sent on the 1st of each month to the email address we have on file.
  
  
  She can conveniently make payments directly through the portal upon receiving the invoice. Please let us know if any further assistance is required.
  
  
  Best regards,
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company for about 4 yrs. When we signed up with them, they told us we would receive a statement every month. It went off and on with the statements we would have to call in sometimes asking why we never received a statement. I was told several times that they had billing issues, they switched billing companies. It leads us to the present were we never received a bill in months then when we receive one it is over $300 when our bill is normally $63. My husband and I refuse to pay due to someone else's mishap. I have emailed every day for the last twenty days with no resolution. I called in once was on hold for about an hour, then transferred multiple time. They have now disconnected my service I don't think it is right that not all people are tech savvy, we prefer to pay our bills through the mail, and because they didn't send a bill, or are having problems with their billing we should be penalized.

  Business Response

  Date: 03/13/2025

  Hello,

   

  We are in receipt of above-mentioned complaint and appreciate the opportunity to respond. Upon verifying the account details, we can confirm we have already resolved this matter directly with the complainant.

   

  Sincerely,

  Fluent Home Compliance

  Customer Answer

  Date: 03/13/2025

   
  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:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was signed up with another company on a contract ( Safe Home Security) as of August of 2021.They came in and signed me up with ************ when they knew i already had a contract. I have been paying for 2 **************** Since March 16/of 2022 when they had me sign another contract. And changed my system ( so neither system was working). I cancelled the contract with FLuent/ API in December 2024 .Everything was coming out on Auto pay so i never realized i was double paying until my Daughter came and helped me go thru y Bank accounts. **********************/API still continues to take money from my account until March/2025. They told me my contract isnt up until then. They keep sending me back n forth between FLuent and APIs contact ppl . I want al my money back. This is called TORT LAW I'm told and need to be refunded in Full.

  Business Response

  Date: 02/22/2025

  February 21st, 2024  
  
  Complaint ID: ********  ****, Pam 
  
  Hello, 
  We are in receipt of the above-mentioned complaint and appreciate the opportunity to respond. 
  After reviewing the account and relevant records we can confirm that the complainant voluntarily chose to switch their security provider and enter into an agreement with Fluent Home in March 2022. It is within their rights to change providers, and at the time of signing, they agreed to the terms outlined in the agreement. Our records indicate that the customer was fully aware of the agreement and authorized the installation of our system. 
  We understand the customers concerns regarding payments, and we regret any confusion regarding their prior agreement with another provider. However, Fluent Home is not responsible for any previous contractual obligations with third-party companies. Our team has been transparent in explaining the agreement terms, which indicate the service remains active until March 2027, as agreed upon. 
  Additionally, it appears the customer has been receiving guidance from their previous provider regarding this claim. While we respect the customers right to seek clarification, their previous providers involvement may have contributed to misunderstandings about our agreement. We remain committed to assisting the customer and clarifying any concerns they may have. 
  Should the complainant wish to cancel she will be required to satisfy all terms of the agreement.  
  
  Best regards, 

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are considering cancelling our service with Fluent and they've made it extremely difficult to do so. They were supposed to provide us our contract so we could review in 3-5 business (to email a contract!!) yet they have not done so. All our calls to their cancellation department to obtain the info are over 2hrs on hold each time with multiple pickups and being put back in the queue without talking to an agent. They're able to "download" our contract when on the phone but not able to email it at that time?? absolutely horrendous service. Their alarm system barely works and they don't even call if it goes off. They also state we signed a 5yr contract which we've never signed a 5yr contract ever. All the equipment has been paid off by year 3 so why would we want to be tied up for an extra 2 years. We clearly stated we wanted no more than 3yrs yet somehow we're on a 5yr contract. Suspect the sales person changed the contract term after the fact hence why we'd like a copy of the contract.

  Business Response

  Date: 02/22/2025

  February 21st,2024  
  
  Complaint ID: ******** *********, Marc 
  
  Hello, 
  
  We are in receipt of the above-mentioned complaint and appreciate the opportunity to respond.  
  Our team has been in contact with the customer and is actively working to address their request. While our customer support agents can review contract details over the phone, they do not have direct access to send contract agreements. The request for a copy of the agreement has been forwarded to the appropriate department, and it has been added to their task list for processing.  
  Additionally, in response to their concerns about system performance, we have offered the customer a complimentary technician visit to ensure their system is functioning properly. 
  We remain committed to resolving this matter and assisting the customer in any way possible.  
  
  Best regards, 
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22934870
  
  I am rejecting this response because: 

  1. There is no way, you should not be able to provide me my contract via email once i've called in.  HUGE PROCEDURAL FLAW but also just a simple delay tactic so you don't have to process a cancellation.

  2. We still have not received our contract even though we were told 3-5 business days.  I've tried to call back to request it again numerous times, but after being on hold for over 4hrs PER CALL, i gave up.  ************ is atrocious and you should be ashamed of yourselves.  The fact that we do not have our contract 2 weeks later means you are not processing this whatsoever.

  3. As stated above, your hold times are completely atrocious and unacceptable in any way shape or form and just serve as another frustrating delay tactic to your customers in the hopes of annoying us enough that we give up and keep paying.  It's quite obvious this is the truth as evidenced by the multitude of posts, reviews, etc all stating the same issues, delays, etc.  

  4. You're offering to send a technician. I don't want your technician, i want to see my contract so i know my cancellation options.  I will never ever do business with you again based on all of the above.  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/01/2025

  Hello,

   

  We have already resolved this concern directly with the customer.

   

  Thank you,

   

   

   

  		***** **** Customer Experience Manager
  		*****************************************************************************************************************************************************************************************************************************************************************
  		************

  

  The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipients. This message may be an attorney-client communication, and as such is privileged and confidential. If the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibited. Please notify us immediately by reply e-mail or telephone and delete the original message and all attachments from your system. 

• Initial Complaint

  Date:02/11/2025

  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.

  These people dont answer the telephone for me, they don't return calls, my security service has been down for 3 month

  Business Response

  Date: 02/21/2025

  February 21, 2025 
  
  
  Hello, 
  
  
  We are in receipt of the attached complaint, and appreciate the opportunity to respond.
  We have recently acquired this account, and we are actively working to ensure a smooth transition and address any outstanding concerns. We understand the importance of reliable service, and we are committed to assisting the customer in resolving any issues they may be experiencing.
  
  
  To ensure the customer receives prompt support, we have a dedicated team available at ************. We encourage the customer to reach out to us directly so we can better understand their concerns and work toward a resolution as quickly as possible. Our goal is to provide the highest level of service.
  
  
  Sincerely,
  Fluent Home Compliance 
  
  

• Initial Complaint

  Date:01/29/2025

  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.

  12/24/2024 till now $243.13 Did not disclose that I would be getting a new system installed on the wall security and I would be renting it through monthly payments. Trying to get a hold of anyone at the company for hours. They hang up on me and won’t take my call put me on hold for hours. I can not get anyone information. I was trying to call to cancel service completely with them but they are not taking my call. I took over the security system when I bought the house from the previous owner and she paid off the equipment in the home so when I called originally to start it up I was month to month. I hope I still am but they sent someone out to fix the system and said to me they had to install a new wall panel on the wall for it to work never saying I would have to pay for that I didn’t break the old one and never signed a new contract tract.

  Business Response

  Date: 02/17/2025

  February 17th, 2025  
  
  Complaint ID: ******** – ***** ****** 
  
  Hello,  

  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to respond. 

  Upon reviewing the details of the complaint and the relevant account information, we can confirm that the account in question belongs to ******* ****. This account was established in October 2022 for a 60-month term, set to conclude in October 2027. The charge referenced in the complaint is not a financing charge but rather Mrs. ****** monthly monitoring fee, which she agreed to as part of her service agreement. 

  We are happy to assist the complainant; however, we require Mrs. ****** authorization and verification, as this is her account. Please have her contact us at her earliest convenience so we can address any concerns directly. 
  
  Best regards, 

• Initial Complaint

  Date:01/27/2025

  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 contracted with Fluent Home LLC to provide an alarm system to protect my home June *******. The system worked until 12/17/24 where the alarm panel went completely dead. Fluent charged me $150.00 to have a service tech come out to do the repair. They were not able to get anyone there until a month later on 1/17/25. The day after the tech left on 1/18/25 the panel went dead again. I have called Fluent numerous times to have another repair tech come out and they have been either unwilling or not able to send anyone out. I cancelled the contract via email 1/24/25 and I have received confirmation from them. I explained that I did not think I should have to pay the balance of the contract due to breach of contract for not providing service. Their response is that I owe them the balance of the contract. I intend to contact the *** in this regard.

  Business Response

  Date: 02/05/2025

  February 5, 2025 
  
  Complaint ID : ******** ********, Nancy 
  
  Hello, 
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  
  After reviewing the relevant account details and the comments provided by the complainant, we can confirm that she has been experiencing technical issues with her system. To address her concerns and resolve any dissatisfaction, we have offered to dispatch a technician for a revisit at no cost to her. Additionally, we have extended an offer of three months of credit in recognition of the delay in servicing her system, as her location falls outside our pre-scheduled technician service areas. 
  
  We have requested the complainants cooperation in facilitating a resolution. However, should she choose to cancel her agreement with Fluent Home, she remains responsible for any applicable buyout amount as outlined in her agreement. 
  
  We remain committed to resolving this matter and continue to offer the three months of credit along with a technician revisit at the earliest available opportunity.
  
  Sincerely, 
  Fluent Home Compliance 

• Initial Complaint

  Date:01/23/2025

  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.

  September 20, 2024:I was in my front yard gardening. A man walked up to me and said "Hi, remember me? I am the guy who installed your Vivint security system." - Count 1 of fraudulent contractual misrepresentation. Deliberate deception-the guy had full knowledge that he had not installed my system when he came up to me. This is fraudulent contractual misrepresentation. I did not know this because my wife is the one who dealt with the home security.He said Vivint is no longer going to be directly servicing my area. They feel customers would be better served if they used local services for better response. This statement implied that he worked for ****** and Vivint was using local sources -Count 2 of Contractual misrepresentation. He said there would be a different billing charge in our bank statement. The charge would be changed from Vivint to Fluent. The truth is the billing was not changed from Vivint to Fluent. Fluent was added. I am paying for 2 systems Count 3: Contractual Misrepresentation.Contractual Misrepresentation is the standard operating procedure. This is made clear by the General Clarification Questionnaire they claim I read and reviewed carefully and signed. I did no such thing. Unethical Unprofessional Conduct is the only way they do business. I have asked **** **** to refuse business license renewal. I have complaints into ****, Utah Attorney General, and *******************************. Your revocation may aid in that decision.

  Business Response

  Date: 02/02/2025

  February 2nd, 2025 
  
  
  Complaint ID#: ******** *******, ****** 
  
  Hello,  
  
  Fluent Home acknowledges receipt of the abovementioned complaint and appreciates the opportunity to provide a response. 
  
  Upon reviewing the complainants concerns, our records indicate that we have directly addressed this matter with her. Additionally, we have informed her of the recorded welcome call, which clearly outlines the terms of the agreement. During this call, the complainant acknowledged and accepted these terms and confirmed that her decision to enter into the agreement was made voluntarily, without any misrepresentation.
  
  Nonetheless, we recognize that the complainant remains dissatisfied with the situation. In an effort to resolve this matter, we have extended multiple resolution options, including a request for a buyout letter from her previous provider. This documentation will allow us to assess her case further and explore a tailored resolution. 
  
  We are currently awaiting the requested documentation to proceed accordingly. 
  
  Thank you for your time and consideration in reviewing this matter.  
  
  Sincerely, 
  Fluent Home Compliance