Fluent Home
Reviews and Complaints

On June 5th a Fluent sales rep came to our home asking if Vivint had contacted us about switching out our equipment and to update our wall panel. Said to us that Vivint was getting their equipment from Fluent. Rep said that Fluent would buy out our contract from Vivint and provide us with a better price. We thought this was a good deal at the time. So far this has not taken place, we are now paying for two systems. Would like to have this resolved. Sales rep has not responded to us.

Hi,

I recently sold my house at 1584 N 100 East, Layton, Utah 84041. Before that I had a monthly Fluent service. I never signed an agreement, but they are stating that I did and refusing to cancel my service. They are stating it is in effect for 3 years and that I need to call back the month before the agreement expires or it renews and I will be locked in again on a home I don't own.

Jessica Weese

[protected]

[protected]@yahoo.com

My contract was up with Fluent on 1/19/24 after a 5-year term. I called on 1/23/24 to cancel. I was rudely told that because I didn't give them 30 days' notice, I was auto-renewed for at least another 3 years. The original postcard I had stated that I had until 1/23/19 to cancel, so I assumed I had the same grace period, I was told no and that if I didn't pay, they would send me to collections. This is predatory and there are consumer protections in place for this type of practice. I have already called and emailed Fluent twice to terminate with no resolution.

My contract was set to expire in September and I went ahead and disconnected the system in June, because I was not planning on keeping the service once my contract was completed. I did not contact them before disconnecting, so I found it strange that in the 2 months that followed that they never called to notify me that they were no longer receiving a signal from my system. They never checked to see if everything was alright or if I needed a tech to come out and check my system. People should be aware that Fluent is not monitoring their security systems. I called them August 1st to cancel and the first rep I got hung up on me. The second time I called I was given an email address to send a signed and dated cancellation notice. I sent it that day and received a confirmation email that my cancellation notice has been received and would be reviewed. Today it has been 53 days since I sent that notice and I still have not received confirmation that my account has been closed.

Horrible customer service and total scammers!

They just hung up on me when I declined their offer to renew our contract another 3 years, no way am I going to stick with a horrible company like this another 3 years! Called again and got connected to the department to cancel all services and all of a sudden the lady tells me i can’t cancel because I’m currently in a 3 year contract that was “automatically renewed last month”. How convenient! So why was this man calling me to renew my contract?!?!? The reason I called in the beginning was to inquire about why my panel wasn’t working all of a sudden and it just turned into a sales opportunity for them and a nightmare for me. There is no way i am staying another 3 years with them. I will sue them!

Fluent home security has not been monitoring my home for a year now. I have asked them to stop the service yet they still charge me. I call last week and and was told that I had to talk to a resolutions specialist. before I could discontinue the service, yet I have no service with them. I am under no contract. This company is a big rip off we are an elderly couple that cannot afford for them to continue to take money from us. How can we get help?

My daughter has an alarm system with Fluent. It is horrible. On July 22nd, her home was involved in a flash flood. They were devasted. We lost my six year old granddaughter, her dog, their home, their car and their truck. The alarm NEVER went off to alert them. For two weeks after the flood, the alarm company emailed an alert saying the alarm was not active. It couldn't be active since the house floated away and has been demolished. When My daughter finally spoke to a person to find out why the alarm never went off, they threatened to send her account to collections if she didn't continue to pay for the alarm system even though she has no house. She is living with family while she grieves the loss of her daughter. This company has no heart and should be liable for not alerting them as the water rose.

On July 7, 2023 I was visited by a sales rep. After explaining what my home security needs were the sales rep. told me the equipment would be free because I was signing a 60 month service contract. I get a credit card and bill for over $4,000. I was I needed an alarm service, but I would have chosen a more reasonable selection of cameras without the updated panels or doorbell to fit my budget. He would have gotten the sale, but now I've soured on the company altogether. I've got 60 months to live with my actions and this poor judge of character. Not just from the sale rep., but from the service I received when I contacted your offices.

Have been trying to contact Fluent for about 1 month now to cancel our contract. When we call we get the automated system and as of yet have never gotten through. We wait on hold for 30-40 minutes without anyone ever picking up. Have tried 3-4 times per day and still no luck in speaking with anyone. Have left numerous messages on the ‘voicemail’ but no one calls back. We have emailed countless times and have asked that someone from resolutions call us and we’re told by Becky that “resolutions is typically an inbound department and they take calls in order they are received.”

Someone picked up the other day after being on hold for 30 minutes. We told him we wanted to cancel the contract and he put us on hold and never came back. We Waited on hold another 20 minutes and finally hung up. Tried to call back immediately but got the automated system yet again. I don’t know how they run a business when they never answer their phone or call back when you leave a message.

When we signed our contract we were encouraged into a 5 yr contract instead of 3 yr with promises of reduced cost of plan at the 3 year mark and free hardware upgrade. We were also told that if we moved it would be free to move our fluent system to the new home (now they are saying we have to pay for that to happen). All of the above has not been honoured and we have called customer service several times. Recently, we called and the representative said that if we call back in a few days the anniversary of 4 years would allow us to reduce our bill. We called back today and the resolutions department would not reduce the bill. They said we had to sign a 48-month contract to get a reduced contract! The representative hung up on us. From this horrible experience while knowingly paying double for the service than we could have from other companies, Fluent will not even honour the promises made to customers who have been paying full price for over four years!

The information is self evident. I have copies of the "contract" ALL emails and ALL payments made to Fluent Home, LLC. However, at this point in time, that info is irrelevant since the check was ultimately written and was in fact returned "DISHONORED".

Since I originally requested cancellation in December of 2022, I would like to have my funds returned to reflect that date. I would like to see a return of my money $262 +/- less the December 2022 fees. Additionally, I want to be reimbursed the fees and penalties that I suffered as a result of the returned item. In that regard, the amount should be for $262 - $45 December 2022 service +$75 fees and penalties assessed me for a total of $292, If Fluent meets my request, I will withdraw my complaint from the Utah Attorney General, the Texas Attorney General and all of the other venues I have sought relief from.

We signed up with another alarm company (which we had a month to month contract with due to us being in a temporary office trailer) that was bought out by Fluent. We moved the trailer in November of 2021 and told Fluent to cancel service. They never stopped trying to debit the monthly payment and the credit card expired and they are now claiming we entered a verbal contract on the phone to extend our contract and they want payments till end of 2023! Why would I agree to extend a contract if the trailer was leaving and second, the contract they extended was month to month so either way it was cancelled! I have asked three times for a copy of the contract and they have yet to produce it.

05/08/2023 I just noticed I was being charged for another five year contract. Which is absurd. I was told I resigned per phone conversation in Feb. The problem is every time I called I was never helped and went with another company. Now I am locked into two alarm companies, I would gladly accept a buyout. from your company. The customer service is awful getting hung up on.

No ones ever replied when I had issues with the system. I have called alot only helped once. I believe your company is misleading with renewing a contract via phone. The gentleman I talked to today was very rude an hung up on me. I talked to another gentleman who was nice and explained the situation to me. If I have to pay for another five years is absurd. But would be willing to do a buyout or pay the entire contract off. I do not longer have your system in my home