Fluent Home
Reviews and Complaints

I think Fluent is a scam. I purchased a home, with the security system installed and gifted to us for a year by the prior owner. I never activated the system or intended to use their system because there are too many systems in the market that are cheaper and easier to use. Prior to the year being up, I was contacted to add my information to the contract so that they could update their records. I confirmed with the rep that I did not intend to use their system and at no point was I going to activate it. They managed to say I "signed" a contract and am now responsible for paying for a product I've never used. I urge anyone to stay far, far away from Fluent, they are not a reputable company and they have questionable business practices.

is I cancelled service with an alarm company (Fluent Home) back in May. They accepted my cancellation yet are still pulling payments.

I’ve complained to the BBB and have left a message with Consumer Affairs as well. I am consulting with a lawyer and have emailed a local reporter.

The withdrawal isn’t much - $39.95 per month but I’m still waiting on refunds from Sept – instead of sending me money back they credited my non existent account. So when they pulled the Oct payment they used that credit instead.

When I call in, I now go straight on hold, no one ever picks up and I get bounced to a non existent voicemail.

I’m beyond frustrated. They no longer have authorization to PAD my account yet do it monthly. I’ve now had to pay the bank to try to put a stop payment on it.

Fluent home security said we were under a five year contract since 2018 said my husband singed 2nd contract. NOT SO. The original contract was singed in 2016 and have not been under contract since 2019.

I was told the 2nd contract was sent to us by mail. We did not get any new 5 year contract in 2018. Furthermore, Fluent will not produce the 2nd contract after I have requested many times. I would have stayed with Fluent if they would only have told the truth and would have payed for the $150.00 upgrade.

THIS FRAUD! I have read all the reviews on Fluent home security and all have said the same thing about their shady business. FRAUD FRAUD FRAUD!

Is this how a company makes money in the USA?

We have a 5 year contract with Fluent which was completed on July 7th 2022. I have been trying to cancelled all further services from Fluent for the past couple of months and they simply refuse to acknowledge our request. The contract calls for a certified letter to be sent to specific address, which we did. They refused to accept the letter and it was returned to us by the post office. They have ignored all other notifications I have sent to them and are still taking the funds out of our account each month. I am sure that others must have experienced this problem and I am wondering how they handled it.

For months I have called about my Fluent security about the update on the monitor. I was told I was under contract. What-no way. We were out of a contract for 3 or 4 years. When talking to the agent they said to get the update for 3g would be $150.00 or sign to be put back under contract. I have told them we were not in any contract and ask for a call back. Of course no call back. Again, I called a few months ago and was told we were under contract until this summer 2022. I repeated to them I did not sign any new contract and asked again to be called back. No call back from Fluent security.

Friday August 19, 2022, I called back to asked about update and report a problem that my monitor that it did not inform us about power outage. The person said we were under contract until 2024. No way. I asked to speak to a supervisor while not getting anywhere. Over and over I was placed on hold. I told them this is fraud and asked to see the contract I was suppose to have signed. This is so wrong and this man treated me like I did not know anything and that they have a recording. I repeated telling them that I did not and please send me a copy of contract. Later I spoke to Mary and she agreed and she too put me on hold for a very long time...No supervisor just being on hold for a long time.

This company is a fraud and scamming people. Is there anything I can do? I am willing to go to court or maybe get in a class action suit. How can Fluent security scamming folks..

P.s. Last year I tried to get a security paper for my home owners insurance and was told they could not send or fax anything due to covid because the disease would be past through to phone lines...My insurance company laughed about these folks.

SHAME ON FLUENT SECURITY! I WILL NOT STOP. YOU HAVE LOST MY BUSINESS. ALL THE COMPLAINTS OH MY. SO SAD

Came to MY house to "change a battery" in 2018 .. 2 YEARS after I had finished my contract with another company. Did NOT renew as place was for sale. I was not living there, but had someone looking after it for me as I had moved out of province. My friend has now had his signature forged on 2 documents and they have put him into Equifax. So now, he cannot get a mortgage or anything. [censored]ers! Told him they "bought out" the other company. Well, they have now tried to use MY banking info with HIS name! Hope they love this being in the hands of lawyers now!

Voy a empezar con esto muy mal servicio estaba estancado con ellos por 60 meses y desde los 3 me quería salir de estar con ellos pero me dijeron que había firmado por cinco desde que intenté cancelar no me dieron el servicio que estaba pagando porque varias veses llame para pedir un técnico en el servicio y varias veses no llego pasaron los 5 años y justo las fechas que era para cancelar no me pude comunicar con ellos más de hecho tengo llamadas de más de una hora en espera 45 o 30 minutos y nadie me regresaba la llamada cuando pasó el tiempo decidí esperar lo máximo para cancelar y una persona me dijo que ya era muy tarde y que se había renovado mi servicio por otros 3 años hoy en esta fecha de 16 agosto 2022 tenía una cita con un técnico porque me hicieron renovar el servicio para que pudieran venir si no yo creo que no vendrían pero yo seguiría pagando porque lo tengo pago automático por eso no me hacen caso si hoy no llega el técnico yo no voy a pagarles mas ni un dólar aunque me mande a colección porque yo no voy a estar pagando por un mal servicio estaba mejor con ADT una compañía súper profesional 👍👍👍👍 en los años que estube con ellos nunca tube un problema decidí por esta compañía porque me ofrecieron un supuesto muy buen servicio cuál fue mi sorpresa que no los son estoy súper cansado de lidiar con ellos porque a ellos solo les importa tu firma y tú dinero no vayan a firmar hasta no leer bien y aunque leas bien ellos no cumplen lo que dices pero exigen que tú si lo agas por eso mcuho ojo 👁 que se roban tu dienro por nada

7/25/22 I spoke to Delaney to confirm the process for submitting cancellation notice. She put me on a lengthy hold and after speaking to a manager to let me know I had been misinformed by the two other associates I had previously spoken with. Original contract signed 3/22/18 for 42-months with an auto-renewal feature effective 9/22/21 of 36-months as allowable per MO state law. This meant our contract not able to be cancelled until 9/22/24.

7/28/22 I did some research & e-mailed the following to Fluent: I was told our contract actually renewed for 36 months last September as allowable by MO State law. Our original contract was signed 3/22/18. The original contract period was for 42 months which would have ended 9/22/21. If I am reading this statute correctly, the original contract was not in compliance with state law (original terms for more than 24 months and font was 11 point, not required 14 point) and would be null and void leaving me free to cancel at any time. If this is not correct, please provide the statute that you have indicated our contract to be bound by so that I may review. https://revisor.mo.gov/main/OneSection.aspx?section=407.675#BOTTOM

https://www.lawserver.com/law/state/missouri/mo-laws/missouri_laws_407-675

I look forward to your prompt response.

7/28/22 Auto response stated they would get back to me within 72 hours.

I reached out again 8/2/22 to f/u & received response from Becky in "retention" department on 8/4/22 Delaney that would get back to me.

Called cancellation department again 8/5/22 because no one reached out. Sat on hold for 25 minutes. Hung up, called back and spoke to Elizabeth in billing (because only option where you get a person within a reasonable amount of time) who after looking through the notes said a supervisor would call me Monday 8/8/22.

E-mailed again mid-morning 8/8/22 since no one reached out or responded. Still no response by end of day.

Called again 8/9/22 & spoke to Scott in cancellation dept. after 22 min. hold (rude, combative, sarcastic & offered NO assistance). He was so bad I actually hung up on him, which seemed like his goal.

8/9/22 Called back twice, several hours apart to billing dept. (because again, you only hold for a minute or two before you get a person) and both Trent (rude) & Maura said John the supervisor knew he was to call me, but was not available to speak to me directly.

8/10/22 You guessed it, not one person from Fluent has contacted me regarding this issue.

6/6/2017: Original 5 yr term contract signed. Included purchase of equipment and installation start-up fee.

In March, 2022 a Fluent Representative came to our house and told us he needed to install upgrades to our system for 5G. We told the representative that we were not going to renew Fluent services and did not want the 5G upgrade. The representative indicated that he would notify Fluent office of our intent to cancel.

5/20/2022: 9:48 am: Telephone call to Fluent "Customer Service" to notify of cancellation of service contract. Representative was not able to handle our request and transferred us to Fluent "Resolution Team". Scott of Resolution Team listened to our Notice of Cancellation and explanation that we no longer used their services and had switched to another service provider. Scott immediately became unprofessionally rude, aggressive, and threatening stating that we had not given 30 days notice and we didn't do it in writing. We restated our Notice of Cancellation having met all our initial contract terms and that we were no longer using Fluent services or equipment. Scott ended the call abruptly saying, "Well, I guess there's nothing else for us to talk about then." Call ended at 10:00 am.

5/20/2022: 10:08 am: Telephone call to our bank to stop all future EFT payments to Fluent of $74.99/month.

5/20/2022: Prepared Notice of Cancellation Letter to Fluent and mailed via US Postal Service Certified Mail RRR #U822020140 to the address given in the contract terms.

5/25/2022: USPS returned Notice of Cancellation marked: Return to Sender, Attempted Not Known, Unable to Forward.

8/3/2022: Received "First Notice" collection letter from Fluent regarding "Balance Due."

Levi your agent said brinks released me to his company no contract less money said they would contact me with 6 questions say yes to all questions iam 80 on oxygen cant hear very good so when they called talking fast i said yes to questions omar was hear switching things over one time i looked at him because i couldn t understand he shook his head yes so i satd yes to all the other man that came over was travis massie [protected] regional manager levi lied about no contract brinks did not send him and they put in 3 batteries and that wass all they used brinks equ[pment I received a bill from fortiva bank f0r 899 dollars for equipment 3 batteries the man lied to me all the waythe phone number i have for levi [protected]

Told no contract said brinks released me to his company replaced three batteries used brinks equipment told me to say yes to 6 question when they called to okey system I am 80 on oxygen can t hear good so I did they talked real quick but when they stopped I said yes days later received a 899 dollar bill from a bank for equipment they installed 3 batteries also they say I am under contract to them his name is levi [protected]

My contract ended on 03/22. I called in January or February to cancel and the lady told me she would have someone call me back to tell me how to cancel. I never received a call back. I called (05/26/22) to check on my cancelation and was told that they automatically renewed my contract until 03/22/25. I explained to the man that i tried to cancel but was unable to do so because noone would tell me how. He said there was nothing he could do about it now unless I paid $1629.55. I have also reported them to the bbb and have had to reply. They ate still charging me. I am selling my home and have no use for this security system and they will not take responsibility for what they did at all. They just keep blaming me even though I tried to cancel it. I don't think they should be aloud to do this considering I did try to cancel it. I want my contract ended immediately. I do not know how they stay in business doing things like this.

[ID: 1369167]

I filed a complaint ID above. You sent me an email saying that the complaint had been resolved. (We have tried to cancel the account following their instructions.) However, we never heard anything from them and they are still drawing their monthly fees out of our bank account.

What has been resolved?

Howard

If you do not have the original complaint (ID 1369167), here is the essence. Their service man came to the house to upgrade the transmitting unit to 5G. After discussion with him about we were going to cancel the service in a month when our contract was up. He suggested that he not upgrade because when we canceled, we would have to pay for the upgrades. We called the company office following his visit and told them we wanted to cancel the account. They said that we could not do it then, to call back on a certain date. We called on that date and were told that we could not cancel because the account had been automatically renewed for 3 years! We followed their instructions to cancel! We want the account canceled!

On 2/15/22 we discontinued our home monitoring service with Fluent and went with another local company. I texted them the same day to notify them of our change and received a reply the next day that they would be in touch with me within 72 hours. That never happened. On 2/16/22 I received an email from them saying our panel had not responded since the day before. It went on to say I could log in. That wasn't possible as I had discontinued service using the same equipment with the other company and the same phone app - alarm.com.

I emailed back stating we had discontinued monitoring service with them. No reply. On 2/21/22 I emailed them again stating I was getting email notices from them that our panel wasn't communicating. I indicated I would be mailing a check the next day for the 1st 15 days of the month service and and I sent a copy of the email communication up to that point with them. They got my check but never acknowledged the copy of communication. I got a bill in March for last 15 days of Feb. and for March. I called them on 3/5/22. They told me that the billing Dept wasn't open on Sat. and I needed to call back the following Monday. I told them, no, you need to have them contact me. NOTHING! I received a bill in April accumulative for previous months and for that month. On 4/27/22 I had an Attorney send them a letter. It was sent to the only address I have, the one on their billing invoice. On 5/9/22 I filed a complaint with the BBB in Utah. While I got more information through their communication with Fluent than I had since the beginning, the BBB is WORTHLESS when it comes to dealing with an unethical company. Fluent's responses where incorrect, deflective, and out right wrong. But BBB didn't nothing to call them out. I even sent BBB a copy of the attorney letter etc. Fluent's response to copy of letter was that that it hadn't been sent to the right address? WHAT? That's all they had to say about it other than that it needed to be sent to other addresses, which they never provided. They stated some language in their agreement about the process that needs to be followed to cancel. Oh, you meant the contract we signed initially that was lost in the flood of 2016 when we lost pretty much everything? And that we had to get the BBB and Louisiana AG office involved because they wanted to start charging us for monitoring service for a flooded out home with no equipment in it? Well we aren't under contract with them anymore, that was never provided before and it included that we must pay all back payments otherwise our account would remain active. WHAT? They are unethical to the max!

A Service man came to upgrade out system. We told him that we were going to cancel service at the end of our contract. After discussion, he suggested that we not upgrade because when we canceled we would have to pay for the upgrade. We elected not to upgrade.

We then called Fluent and told them we wanted to cancel. They told us that we could not cancel at that point and gave us a date to call back to cancel.

We called Fluent on that date and we were told that we could not cancel because we had been automatically renewed for 3 years.

After several calls we continued to get the same answer: We could not cancel for 3 more years.

I was told it was a two year contract...now 3 years later I want to cancel because its more expensive than other providers and its become a 5 year contract!? I don't sign 5 year contracts...if you push contracts of this duration you are not a good service provider you are a thug.

Fluent automatics renewed my contract for two years knowingly I cancelled and no longer use there service for over a year.

I called today for the following: (please note, I have not had any issue with anything until today)

An issue with one wireless camera not wanting to charge. After a few questions, it was determined that the battery did not want to charge. GREAT, they are mailing a replacement battery. I do not recall the person on the phone telling me that it would cost me $20 for them to send me a new battery. WTH!

I also wanted to add the wireless doorbell to my contract (when I signed up in 2019 asked if down the line I decide to add additional items will it be a problem, and was told no it won't).

There is a problem, per Fluent Sales/Customer Service, because I am in year 3 of a 5-year contract they won't add additional equipment unless I purchase the video doorbell outright at the cost of $305 and pay $4 a month.

So, nope, I will not renew with this company and no I will not purchase this doorbell out of pocket.

My advice to anyone looking to use this company - run.

If you still want to use this company know this:

You WILL sign a 5-year contract and will not be able to add equipment if you are past the first 2 years of your contract. Any chance I can point people to another company I will. Very disappointed in Fluent and will transition out to another company as soon as possible.

It started with a misunderstanding: the agent of Fluent told at the beginning that he wants an update on our security system. I thought he came from Safe Home Security, which we have a contract. Then he clarified that he is from Fluent and aggressively took us through the process. The bait was: they will install a doorbell camera (what they did later) and suggested me to write a letter to Safe Home Security to cancel. It turned out that I can't cancel our account, because we have a contract with them for more years. They let us cancel, if we pay off our balance: $ 2,024.54. The agent from Fluent told me he will pay the bill, just send it to him. Now I called him more times and let him more text messages, he didn't answer at all.

I guess, we trapped with a scam, and I'm desperate what to do. Please HELP!

4 2,024.54

I felt taken advantage of. The salesman did not tell me the length of the contract which was 5yrs! during his presentation. Just a lot of quick talk and when it came to sign I agreed but still not realizing the length of the contract and yes my fault. But upon later realizing this I was outside the 3day cancellation time period which that is not enough time to know how well something like a security system will be...red flag...but my house was broken into prior and I clearly needed one...but not to be locked in 5yrs. If I had know what the length was I would have definitely objected. But the fast talk and urgency to get me to sign up got me. So needless to say in order for me to cancel I would have to pay for 80% of the full term of the contract. Now that is just ridiculous! Who would agree to pay for a service that you will no longer have. Clearly this was written in a way so that they get paid either way and the customer is stuck with a service that they don't want. The equipment does not work well constant connection issues...delays in notifications. And I have fiber internet so my speeds are fast. When they installed the doorbell chime inside my home no longer works. And I have told them about it and one said it couldn't be done and another said they would have a tech call...nothing. I don't like their service and I desperately want out but I can't get out cause I don't believe in throwing money in the trash.

They are what I call a corporate mobster...as once your in your in and there isn't any getting out and if you do your gonna pay...so here I am paying for service I do not want...so please stay away! I feel if a company believes in the quality of their service they would offer outs because if they were good then people would want to get out...but since that is not the case they lock you in after 3 days and your stuck whether the service is good or not. I very disappointed with this company and have made it my mission to tell as many people as possible to stay away! Learn from my mistake. Im still serving a 5yr sentence waiting fot it to be all over...