Fluent Home
Reviews and Complaints

My contract is up. I emailed written notice per their request to officially cancel my plan on 3/23. I was charged again on 4/26. I am getting no response from the customer service rep (John Webster) that I sent the cancelation request to. Two months now paying for a service I don't want to need but don't worry anytime I call they ask 10 different times why I am canceling. I just want my money back and for them to stop charging me.

When i first signed up with fluent I was told by the sales person that I would be entitled to 1 free move every 2 years. This was important as we were planning on moving over the next few years. Once it came time to move we were charged for the technician to move the system and when i questioned it i was told I shouldn’t have taken the guys word for it but got it in writing. I’m not sure why any would do this and not take a company representative at their word. For a year since we relocated we had constant issues with sensors not working and neither one of our two cameras work. Basically anyone could break in through any door or window and the alarm would not go off. We’ve had incidents happen where someone/something has been on our property but unable to capture it on our broken security cameras. I’ve had calls from the police and police showing up because a silent alarm has been triggered when it hasn’t, but on the few occasions the alarm has gone off in the middle of the night due to the sensors not working correctly no one has contacted me. To have someone come out and fix the equipment they want to charge me. Each time i have spoken to customer services i have felt like i have been spoken down too, i have been told multiple lies, argued with, shouted at, called a lier and hung up on. I am at a point now where this system and dealing with fluent employees is causing my anxiety and stress. And i do not even have the peace of mind that me and my children are safe in our home because the system that we pay for does not work. I would never recommend this company to anyone.

Ive been trying to cancel for over a year, I moved and they are still billing me and no outs for their ridiculous contracts and rules. DO NOT sign their contracts without ensuring what you are getting into. Support is horrible and their whole business model as well. Trust me do not use them or believe their promises when the door to door salesperson persuades you in...

My mother has had multiple false alarms and miscellaneous alarm beeps for the last couple of years and we have had technicians out and they say they repaired it or replaced the panel and yet it continues. Yesterday was the straw that broke everything. A panic alarm was sent to the police department and they showed up at her house and she was not home. The police searched her house and could not find her. I got a call from the police department saying that my 86 year old mother was missing after a false panic alarm. I was so terrified that something had happened to my mother that once I calmed down and found her, I decided to call the Fluent office and try to get the contract cancelled because my mom does not want to stay at her house because of this alarm. The resolutions department did not care or would not even consider cancelling the contract. I was told that they could send a technician out to look at it but that technology is not full proof and that they did not believe that she was having false alarms. I was so upset that I asked to talk to a supervisor and was told that supervisors do not take calls and that I could pay off the contract, keep the system or have a technician come out to service the panel. I scheduled a technician to come out and then I said that if she gets one more false alarm that I wanted the contract cancelled. I was told that the contract would not be cancelled period. To me this is boarding on elder abuse. To have a company that doesn't care about its customers is just crazy. Obviously, they only care about the money. This happened yesterday and I am still dealing with being told that my mom was missing and that the police could not find her. I was even willing to pay have of the contract cancellation fee and they would not consider that and again I was told that they would not cancel the contract.

I had continuing problems with the equipment. Cameras would not work on wireless home network. Every few weeks the main console would start beeping day and night snd could not shut off. I phoned in December 2021 to cancel and they acknowledged this. I was told that a certain department would be calling me back shortly to complete the request. Waited but no call. Called back 2 more times with same response. But again no calls back. Found out by the third call that they admitted they were way too busy and were behind on calling back. Had a fellow by the name of Trent be very rude to me and hang up on me several times. Complete jerk and threatened me to pay my bill since he was not letting me cancel my agreement. Talked to another lady and she made me email a letter in requesting cancellation. Then I’m still being charged for 3 months of as alarm service since I requested cancellation back in December. Had no choice but to pay as this company are just a bunch of bullies. It was their fault that they couldn’t call back and I have to still pay it. They even admitted that they were way too busy. This company is completely mis-managed and rips you off. Sad since I was a very good long term customer. That is what you get in return. Worst company ever. This company should not be allowed to operate.

Fluent is a sham! Once you complete your contract and try to cancel, you are in for a surprise. I fulfilled my 5 year contract in october 2021. On november 1st 2021 I sent a letter to cancel, heard nothing and they continued to take money from my account. I then started emailing fluent as well as api (their billing company) to no avail. I then began calling them, again to no avail. Then I got a fellow who when I explained everything and he told me that he would ensure it got cancelled... Didn't happen.. They continued to try to take money from my account. I had stopped payments. I called again and was told to send a letter which I had done but did again in march 2022. Today they tried again to take money from my account, april 6th 2022. I called again and was told I had to pay until may 2022 because they didn't receive my letter in time! Beware people. Fluent cares only about the almighty dollar...

Keypads, cameras don't work. Alarm keeps resetting at 130 or 2 am while everyone is sleeping. Fluent refuses to send a tech to fix problem. Still paying monthly fee for equipment that doesn't work. This has been going on for two months. Fluent refuses to return calls. Fluent refuses to provide any proof that the problem has been escalated. Poor customer service. Josh, in Canada, discriminates against USA American Citizens. He stated that he will not send a tech to my house. He is very offensive and has lied numerous times. Josh stated he bet his career that a tech would show up last month. No tech ever showed up.

My husband phoned to cancel our account on august of 2021 because we are moving out of town and not taking the system with us. Apparently no one dealt with it. I had called how many times on December and on January finally someone said we have to do a written cancellation. If someone has told us before then it should have been taken care of. So we sent the written cancellation on Jan 10, 2022. After that no one still calls us back and money is still taken out from our account. I spoke to customer service and no one can give me an exact answer. Then on march 2022, someone said they didn't know we do not have the alarm system with us. But it shows that it has been cancelled. But then they still took money from us on April 2022. They are stealing money from us! Why cant they just cancel it. It is sooo frustrating and unbelievable. Don't they have any more client that is why they want to keep taking money to people who work hard to make meet ends.

Please help. I do not know what to do anymore.

we have been customers for 5 years and our contract is expired on 4/1/2022. I called to the company on 4/1/2022 to cancel the account because we sold the house and moved out of Washington. And they said that the agreement is auto renewed because they did not receive a written cancelation. The company did not send any auto renewal warning or any notice regarding of renewal. Now the representative said we have to stay with Fluent 36 months. Dishonesty and rudeness of customer service is unbelievable. I asked to talk to a supervisor or a manager, he said they are not available.

Please help to resolve the issue.

thank you

Bart S.

I signed up with Fluent in 2018 and moved out of my unit in 2021. I informed Fluent I know longer needed the service and wanted to get out of the contract. They told me I could continue to pay til contracts end or pay to get out. I decided to continue to pay and informed them I did not want to renew. A rep said they would notate the account. I paid Fluent from July 2021 to February 2022 even though I was not receiving their service. Today March 31, 2022 they took out money from the account and stated my contract auto renewed for 3 more years. I don’t have any Fluent equipment or monitoring services. I paid up for my original contract and now they want 80% of $2000 or they will report to credit agencies. The reps were rude stated there notes didn’t reflect I wanted to cancel but did show where I asked to get out of contract. This is a unethical business. I honored my contract even though I wasn’t getting the service. Instead of letting out of this bogus renewed they are threatening my credit if I don’t pay them almost $2000 for nothing. I moved and no longer needed their services.

I made the mistake of signing on with Fluent at the end of February.

I changed my mind due to the many negative reviews regarding this company.

After having cancelled within the 3 day period for Right of Recision, I had Fluent send a technician to remove a Smoke Detector and two Glass Break Sensors.

The technician was to arrive within 5 days. He never showed. I called Fluent to explain the situation. Another Technician was sent.

THIS technician removed the Smoke Detector and 2 Glass Break Sensors.

Needing Fluent to cancel the credit account with FORTIVA which was used to for the equipment, Fluent could not cancel THAT account due to their claim only ONE Glass Break Sensor was removed and I was responsible for the OTHER Glass Break Sensor.

Claiming "miscommunication" between the technician and Fluent, the Technician said he only removed ONE Glass Break Sensor. When, in fact, both were removed.

Fluent held my FORTIVA account hostage by telling me I had to pay $100 for the "missing" Glass Break Sensor or I must come up with the "missing" Glass Break Sensor.

Since I did not have the "missing" Glass Break Sensor, I have to pay $100 for equipment I did not have, could not "come up with," and was needed to close the FORTIVA account.

If anybody EVER does business with Fluent Home, you are making a terrible, terrible mistake.

This company is the absolute most dishonest company I've ever dealt with.,

Fluent has a repetitive pervasive habit of not allowing customers to complete their contracts, refusing to help them or support them, dishonesty, run around and scams to make people who have fulfilled their contract obligation keep paying for a service they do not want. All review sites have the same stories. Fluent manipulates and abuses customers. I began in October 2021 asking to cancel in December 2021 to complete my contract. October phone call - we are too busy right now, high volume of calls, will get back to you. November - I call again, they say they have created an "event" to cancel it. Follow up phone call by me, service rep says at most I will have to pay for the additional month to complete the cycle, and someone from Resolutions will contact me. Emails, online chats, more calls, no call from Resolutions. I research online how to cancel any type of security contract, decide independently to send them a cancellation letter and revoke of authorization to my credit card. Ask again and again, no resolutions call. They finally call me days after my contract expired, telling me I am now responsible for 2 more years. And they took money (API working for Fluent) from my credit card after it was revoked for authorization. More run around and misleading information, no one from "resolutions" resolves anything. They are getting away with tactics that should be illegal!

I recently moved my parents to an Assisted Living Facility. They own a home in North Highlands, Ca in Sacramento Cnty., that has a Fluent Home Security system. The WiFi and Phone were turned off at the beginning of the month. My father called to cancel the policy at that time and was told he had to show proof he could no longer live at the house alone. This should have no bearing on his request.

Fluent Home Security refuses to release them from their contract without "Proof" that they can no longer live alone in their home. I provided Fluent with a letter from the assisted living stating the dates they'd moved in and Fluent still demands a reason for why they are no longer able to live alone in the home and refused to cancel the contract without an explanation.

I feel this is an invasion of their personal health information and none of the company’s business. The representative stated it is part of their terms for cancelation. Regardless of the health conditions, they should be able to cancel a policy and if there is a fee, that can be discussed but this has never been mentioned only that they need to provide proof they can’t live alone.

I have contacted Adult Protective Services in Sacramento Cnty, filed a complaint with the BBB and I’m currently filing a report with the Sacramento County DA’s office. I will continue to file reports with other agencies until this issue is resolved.

As my mother's legal POA I have been able to discontinue all other contracts for my parents regarding their home and finances except for their Fluent Home Security Policy.

One of the worst companies I've dealt with. Customer service is a joke and resolutions guy was absolutely worthless. They make it so hard to cancel service even when the contract is up. Contact was made over a three-month process to get cancelled. Three different service reps all different stories on how service is cancelled then spoke with the [censored] resolution guy how said the opposite of the three reps. The house where service is not occupied and being sold. Way to take advantage of elder people! Received absolutely no help from any of them and had to go to my back to stop payment.

I totally do not recommend this company at all and will be going to BBB where there are many complaints expressing the same situation.

My husband an I signed up for service in 2018. We were told that the contract was for 36 months and we could cancel at anytime after. We are moving and called to cancel and were told that we have 17 months remaining and that a 60 month contract was signed. I recall seeing 36 on the representatives screen. There is no way I would have agreed to 60 months. We never received a copy of the agreement after signing it. When we were told about having additional time left we asked for a copy of the contract to be emailed did not receive on the first time calling. Called back again advising that we did not receive the email, was then told that it could not be emailed and that they would mail it to us. 3 weeks later no email. Called back again and after speaking with a supervisor we finally received a copy of the contract by email where it shows 60 month. 5 YEARS is ridiculous and I know that I did sign that. The representative changed the terms of the contract after we signed.

Everything you are reading here about what a nightmare Fluent is to cancel is true. I am 6 months into trying to cancel my service, after my contract expired, and am getting the run around. I have had to deal with "Retention Team", "Customer Advocate", multiple calls to customer service, unreal. This has just been surreal. Seriously, run don't walk away from these scam artists. I cannot believe their antics are legal, but definitely not ethical. Anyway, there are plenty of other options out there that aren't scams. It's ironic that they are home security...Who will protect consumers from Fluent? I would’ve honestly went with anyone else !

I signed a contract for you to provide us a service with access to support in July of 2018 for a period of 39 months with the first month being free of charge, that contract should have resulted in the last payment being made in October of this year of 2021. You are still asking for payment long after I have the agreed term.

Here is where it gets interesting, you failed to provide the service. Which means you terminated the contract. That led to us NOT PAYING FOR SOMETHING YOU FAILED TO PROVIDE.

This all started over a dead battery. The alarm kept going off and we answered the phone every hour for over 12 hours, 14 i believe. We stated every time that we didn't have a battery to replace it with (because it was the middle of the night) and to just ignore the alarm for the time being and resume when the battery was replaced. We missed answering the call and the fire department was dispatched. We tried replacing it and got the tamper suspected alarm. We called tech support and never received a call back for THREE DAYS.

I put a stop payment on the account for the remainder of the contract (May - October) and since then I have called and emailed over and over and over to several numbers and several different addresses. You are still charging me past the contract end date and expecting payment for those months.

Cut your losses and quit threatening me with the collection agency. I'm sure they wouldn't be bothered to collect approx $275, especially since knowing they would settle for 75% or less of that and with their fee you'd get less than that. Is answering the phone 2x a month and having your inbox filled with these emails really worth it?

On top of this, this doesn't even affect my credit rating.

I did write a review on the BBB site and found almost the identical complaint we did.

VIVENT is 100% better that you and even drove 2.5 hours just to service their equipment including change the battery!

Fluent home refuses to cooperate with me and many many others upon completion of a contract to cancel. The same run around for everyone, saying someone from retention must call you back. They don't give you a direct email or number to retention, and they don't contact customers. 3 weeks passed of me hounding them daily with calls and emails, telling me I'm auto renewed for another 2 years. That it's because they "are backed up" and "don't listen to the advice of anyone on their customer service". Contact cbc go team, file with alberta consumer affairs, the BBB won't do anything there's literally hundreds of the same scam tactic on customers. I've never encountered such a fraudulent dishonest business.

We were a Fluent Home customer since April 2014 till Aug 2021. On 4th Aug 2021, we moved to another home services provider and called the Fluent Support to inform them to cancel the services.

No one from Fluent advised that they want to send a written notice of cancellation.

We received an invoice from Fluent on Sept 3rd, and we informed the customer service again that our account should have been cancelled as of 4th Aug. That's when a very rude customer service agent informed us that we must email a notice of cancellation.

We duly emailed the signed notice on September 3rd and received an acknowledgement.

We have now received a notice informing that our account is overdue and we owe Fluent money for the month of Sep, Oct and November.

We spoke to their customer service again and were informed that they do not see our notice of cancellation.

I find it extremely hypocritical and unethical that on one hand - a new customer can enroll for their services online or on phone - but to cancel an account they have such a cumbersome process

Further - Since the new vendor removed the fluent equipment on Aug 4th, what are we pay for, since Fluent is not monitoring us.