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:08/06/2024

  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 made several attempts in the past to the billing department with zero luck. Every time I call, I get put on hold for an extremely long time which in the end results in me hanging up. I have continued to be charged $45 a month for services that I no longer have. This has been going on since 05-14-2022. I no longer have Fluent as an alarm service. $45 a month for this length of time adds up and I need this to stop.

  Business Response

  Date: 08/15/2024

  August 15, 2024 
  
  Complaint ID: ******** **********************;
  
  Hello, 
  
  Fluent Home acknowledges receipt of the above-referenced complaint and appreciates the opportunity to respond. 

  
  Upon reviewing the complainants comments and our records, we can confirm that the cancellation process, as outlined in clause 2.4 of the agreement, has not been completed. As a result, the account has remained active.

  
  However, we will consider this complaint as formal notice of cancellation and will proceed with closing the account effective September 15, 2024. Any remaining balance on the agreement will be billed by API Alarm **** within 30 days, if applicable 
  Thank you for your anticipated review of this matter.  
  
  Fluent Home Compliance 

  Customer Answer

  Date: 08/16/2024

   
  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:08/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company appears to be refusing to cancel my service and release my equipment even though I am years past the completion of my contract. I have spent five work days this week on hold for several hours each day and I have left my call back number numerous times.This company appears to be intentionally billing customers for service and not allowing customers to cancel their service once the contract is complete.

  Business Response

  Date: 08/12/2024

  August 12, 2024              
  
  
  Complaint ID#: ******** ******, David 
  
  Hello, 
  
  Fluent Home has received the above-mentioned complaint and appreciates the opportunity to respond. 
  After thoroughly reviewing the complainants comments and account, we can confirm that this account has been cancelled as of August 6, 2024, per his request. API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  
  
  Very truly yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/4/2024 I faxed to Fluent the copy of my mothers death certificate along with there requested information[name,address,phone number etc.] I followed up on June 12th spoke with an Amanda, who initially stated that they didn't receive my fax. I told her that I have my conformation and that this is a HIPPA violation. Shortly she came back and said that she found it in a basket at the service desk. I asked that since I sent it in on June 4th that my 30 days would be up July 4th and I should get notification that they have completed there 30 day review and would have this account turned off. Amanda, had to ask her supervisor, if this could be back dated to June 4th and got this approved. Here is is July 31st, I have not gotten any mail from Fluent ither than the daily email that this alarm system isn't on. The last 3 times I have attempted to call them 385-832-9055 I have waited on hold for 30 plus minutes and no one picks up. At this moment I have been on hold for 38.02 minutes.I hate to know that others that have recently lost there Mother would have to go through what I'm going through to get this alarm system turned off. I do hope that you can assist me in getting this resolved. I feel like they are taking advantage if my deceased mother and trying to continue to bill her when she is no longer here on earth.... ****************************

  Business Response

  Date: 08/28/2024

  August 28th, 2024  
  
  Complaint ID: 22070895 – Cowart, Susan 
  
  Hello,  
  
  Fluent home is in receipt of the above mentioned complaint and appreciates the opportunity to respond.  

  
  Upon reviewing the complainant's comments and our records, we can confirm we have received her request to cancel as of June 4, 2024. Consequently, her account has been terminated effective July 4, 2024.  
  This response will constitute as a formal cancellation confirmation.  
  Thank you for your anticipated review of this matter.  

  
  Very Truly Yours,  
  Fluent Home Compliance 

• Initial Complaint

  Date:07/29/2024

  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.

  I had Fluent install a new alarm system and paid a total of $1,198.87 for instillation and activation. Fluent was unable to get my devices to add to their panel as advertised and never finished installation. I called several times to try to remedy the situation and Fluent failed to follow through on those remedies in a timely manner, leaving me with a home that was not properly secured despite charging me nearly $1,200. My attempts to have them come remove their equipment, terminate the service (which I refused to sign the contract for), and refund my money have been unsuccessful. They keep pushing me off and have failed to schedule the tech visit tor remove the equipment.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello, 

  We have reviewed the above referenced complaint and thank you for the opportunity to respond.
  
  After reviewing the complaints file, we find this complaint difficult to understand. Fluent Home did in fact install all of the devices listed. It has been explained to the complainant that the existing devices he wants added into his system with Fluent, are encrypted by his previous provider and need to be released from their account so we can add them in. 
  
  Fluent Home finds the alarm monitoring agreement to be valid and enforceable at this juncture. If there is anything we can do to help him through the process of contacting his previous provider to release the devices we will be happy to do so. 
  
  Thank you for your anticipated review of this matter. 

• Initial Complaint

  Date:07/23/2024

  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.

  We are paying for home security service monitoring with Fluent home services. Our panel went out on July 4 and I called July 5 to get a technician to fix it. I called several times more and was told each time were trying to find a technician. Finally on July 22 I contacted ADT to set up home monitoring service because they were not getting back to me with a service date for this system. I still tried to contact Fluent to cancel my account, MyWife spent two hours on hold yesterday. I have spent over an hour and a half on hold today trying to get to a human being in the resolutions department to talk about canceling my account. We have yet to be able to speak to anybody. They took out our payment today for the monthly fee. They also on July 5 took out this $199 for the technician to come out. We are still not seeing a technician. I need to speak to a human being in this company that can help me get this resolved as in canceling my account and getting my money back. They have not monitored my system since July 4.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello,
  
  We are in receipt of the above referenced complaint and would like to thank your office for the opportunity to respond to this matter. 
  
  We are sorry for the issues the complainant experienced, and see that an appointment had been offered for July 30, 2024. Unfortunately, the complainant had already switched providers by that time. It is clear that the client does not wish to do business with Fluent Home. As per the alarm monitoring agreement, the complainant is required to provide a thirty (30) day written notice to terminate the account. ********************** will honor this complaint as the complainants written request to terminate services effective July 30, 2024. There are no refunds owed to the complainant at this time. 
  
  Thank you for your anticipated review of this matter. 

• Initial Complaint

  Date:07/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to end my 60 month contract with Fluent and received the run around and was told my contract isnt up and I have 6 more months. I requested a contract on 4 different occasions to prove their claim. I havent received one in the past three weeks. I have 60 months of bank statements to prove my claim. Repeated phone calls continue to receive the same promises of a contract being on its way and their refusal to allow you to end contract with them. Please help me to end this contract as they dont have a vehicle to end it other than calling them directly and being told lie after lie once they see you dont want to continue with their very unorganized company!

  Business Response

  Date: 07/30/2024

  July 29, 2024 
  
  Complaint ID: ******** *****************************;
  
  
  Hello,  
  
  Fluent Home is in receipt of the abovementioned complaint and appreciates the opportunity to respond.  
  
  Upon reviewing the complainant's comments and according to our records, the complainant has requested to cancel yet not sent the required notices per her agreement. Regardless, we will consider this complaint to satisfy said requirements and consequently cancel her agreement effective July 29, 2024. API Alarm **** will bill any remaining balance on the agreement within 30 days, if applicable.  
  
  Thank you for your anticipated review of this matter.  

  Customer Answer

  Date: 08/01/2024

   
  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:07/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother entered a contract with this company I would say a year or two ago Im unsure when exactly for a home security system. She signed a five year contract with them. My grandma has since passed and they have never been back out to service their equipment as well as they used the home security equipment already in the house. Among my grandmothers passing we had wanted to cancel the service and were told that we either had to transfer service to another person or pay out the service. My grandma passed 9/23/2023 and we have been paying the monthly bill of approximately $50 a month since for a system we couldnt even use due to the equipment not being set up.

  Business Response

  Date: 07/30/2024

  July 30, 2024

  Complaint ID ********

  Hello,
  
  My name is ************************* and I am the ** of Operations for Fluent Home. We are in receipt of the above referenced complaint and would like to thank you for the opportunity to respond to this matter.
  
  We have reviewed the complainants file and find this complaint difficult to understand. 
  
  Our records indicate that the system was in fact set up properly, and have notes in which we had spoken to the customer regarding their system throughout the term of providing service. In June 2023, the contract signer called to explain they would be moving. As the contract was entered to service the property in which it was installed for a period of five (5) years, the contract holder was provided the options to terminate the service. These options were to pay 80% of the remaining balance on the contract, or transfer the service to another party. The complainant declined both options and stopped payment. 
  
  The account has a significant past due balance, and our records do not show that we have been made aware of the contract holder's passing. 
  
  Please provide a written request to cancel, along with supporting documentation of the contract signers passing (i.e. - Death Certificate) and we will be happy to waive the past due balance and terminate the account. 
  
  Thank you for your anticipated review of this matter. 
  
  Sincerely, 
  
  *************************
  Fluent Home
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  Several parts of our security system quit working almost a year ago. I contacted the company on ******** after I was unable to find an answer on the website as to how to cancel my contract. I spent over an hour on 2 different days on hold. The third time, after another hour, a rep answered the call and told me to cancel the service I would have to pay over $1000 to pay off my contract. She then offered to send a technician at no cost to fix our system. I told her that would be great with us and asked when I should expect to have this done. She said she couldn't tell me a time frame in case it didn't happen in that time frame. It has been 2 weeks now and I have been unable to reach anyone by phone, email or ********.

  Business Response

  Date: 07/16/2024

  July 16th, 2024  
  
  Complaint ID: ******** **************************  
  
  Hello,  
  
  Fluent Home is in reciept of Abovementioned complaint and papreciates the oppurtunity to respond.  
  
  Upon reviewing our records, we can confirm that a technician's visit has been scheduled at no cost to the complainant. Should she require any further assistance, we are more than happy to help. 
  
  Thank you for your anticipated review of this matter. 
  

  Customer Answer

  Date: 07/17/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled the account. Got another company, sent cancellation letter asking for final bill amount since contract had previously been signed so new company could pay it off. Havent got a like I was told on phone by support services and dont have but 2 weeks before new company wont pay. I have called 4times, emailed and cant get anyone on phone, stayed on phone an hour twice. I only want the final bill amount, need now to pay off. Tome is of the essence.

  Business Response

  Date: 07/12/2024

  July 12, 2024  
  
  Complaint ID: ******** *********************;
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  Upon reviewing the complainants comments and our records, we have verified her cancellation request as of June 28, 2024. Unfortunately, as we do not process the billing for this account, we are unable to provide any billing information. However, we have terminated this account at our end, and API Alarm **** will bill any remaining balance on the agreement within 30 days.
  We appreciate your anticipated review of this matter. 
  
  Fluent Home Compliance  
  

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company on 6/25/24 and was advised that I could cancel my contract with no penalty and no further payments otherwise over the phone. When I contacted Fluent again on July 1, 2024 I was then told that there would be charges incurred if I did cancel my agreement. Once I advised the representative that I was advised that I wouldn’t be charged the Rep advised that they shouldn’t have told you that. Furthermore, I asked several times to speak to a Supervisor and the Rep refused to transfer my call.

  Business Response

  Date: 07/04/2024

  July 4th, 2024 
  
  Complaint ID: ******** 
  
  Hello,  
  
  Fluent Home is in receipt of the above-mentioned complaint and appreciates the opportunity to respond. 
  
  Upon reviewing the complainant's comments and our records, we can confirm that this account is active, and the completion date is October 7th, 2025. Per the agreement any premature termination would require the complainant to buyout the remaining balance on the agreement at a discounted rate of 80%.  
  
  The complainant has been advised of this requirement by our agents. Should he wish to cancel we will require this requirement to be satisfied.  
  
  Thank you for your anticipated review of this matter.