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Worst customer service. Not happy with this company at all. Over priced. Terrible customer service. Got transferred and put on hold most of the time during my calls with them. Will NEVER recommend this company to anyone. After 8 years of having their service I am completely disappointed.

My sister, who has cerebral palsy was taken advantage of by one of your door to door sales people by claiming that her account with another security company was expired. This was not true as it was on an auto renew policy. If you company claimed to know the expiration date, why didnt they know this! My sister believed everything your salesman - ERIC [protected]) said and he had her sign something on his phone application without explaining anything! After getting her signature, they illegally removed the previous system (which she is being charged for). Apparently, the signature must have included a right to take out a credit card in her name for their equipment. I am her older sister and advocate as she clearly was taken advantage of. When she realized that her previous system was not expired and she was now paying for two systems, she was devastated that she had been lied to and deceived by very shady and manipulative tactics to get her to sign. She immediately called your customer service and had the most rudest representative speak to her and told her she was legally bound because she signed. She lives on SSI and a very small part time phone job just to get by...she works harder than you and I ever will and didn't has fallen victim to their deceptive schemes. We have left messages and made reviews on their company. We have contacted the newspaper. We have gathered our information to contact the attorney general to report them. We cannot understand why anybody has contacted us to resolve this situation. From where we sit, it looks like all they care about is money - their bottom line. Before I send this complaint to the Attorney General, I would like to be contacted on her behalf. She needs help with this type of thing and Eric (their door to door rep) should be ashamed of himself for how he got this account.

My sister is developmentally disabled - cannot walk, but isn't stupid. She knows she was taken advantage of and has been devastated that a company can do this. She has cried herself to sleep every night because she doesn't know how she is going to pay for two systems. And on top of it to have her sign something without even having explained to her what she was signing. She simply just didn't understand. Why is this? Why was no paper work left with her or explained? If they knew her contract with the old company was expired, why didn't they know it was a continuous contract? If they are going to use those kind of tactics to get someone to sign, they well better have all the facts because before she could even cancel her old contract it had automatically been renewed for 5 years.

My sister, the account holder is Gladys Lennard, account number is 579062. We need this contract cancelled immediately. We need communication. As I said, we have tried a couple different avenues to contact them. I'm her sister and am her advocate to help her with things like this when companies or people take advantage of her. My phone number is [protected]. Her phone number is [protected]. We implore you to call one of us (but preferably myself so I can help her understand).

We are prepared to contact the attorney general but making one last effort to reach out and resolve this without doing that.
Sincerely,
Alma Beaudry
[protected]@gmail.com

After 3 LCD panels have quit, months without sending someone to fix the last 2 that went down, many nights of unmonitored doors due to offline issues, and numerous attempts of the service tech trying to make the hardware work, I've had to get another company to arm my buildings. Also, the last alarm, it was over 30 min for the monitoring station to call me.
After emailing, they take weeks to respond, then call, hear my situation, say they'll get back to me, and don't. Another person calls, hears the facts of why I had to switch to a company that monitors 24/7, with no dropped signals etc, and they say they'll call back. They don't.
lastly, i had the service tech call and explain that the hardware doesn't seem to work with the steel buildings, distances etc, and they instructed him to try again. I don't need him to, as it's now months of no service tech sent out, and I've got another system. With million+ in inventory, I can't afford any nights to be unmonitored.

I noticed 3 days ago that all my cameras outside were stolen. They say disabled and I'm alone, I need you to replace the cameras please

Fluent is as shady as they can get. Do not sign a contract with them whatsoever; they are very deceiving and manipulative.
My mom had a home security system in place. She wanted to switch to fluent; they sent a technician out, and he told my mom the equipment already in use is compatible with their system. (took advantage of an 86 year old lady).
This was supposed to be a free installation; there was no charge in switching over and using their approved materials.

A year and a half later, my mom had to switch out batteries. All hell broke loose. The second repairman said he could not fix it because it was not one of their products, not insured under them. The system would not work correctly, problem after problem, it takes 1 to 2 hours to get anyone on the phone. Finally, my mom talked with natasha from headquarters in lehi, utah. This woman was the most disrespectful, power-hungry representative. She does not give a dang about the customers nor sought a resolution with respect and sympathy. She even had the gall to put a note on my mom's account that no one else would service her without talking with her first. She would not let my mom talk to anyone else. "you can't go to anyone else but me." so, this woman was out for revenge; my mom called her out and made sure she was targeted and could not speak to anyone else (she heard a rep talking about the note).
Natasha told my mom the technician knows nothing and is a robot, and they shouldn't say anything. This is an admittance of their responsibility for the lack of correct information given to my mom. My mom asked, "why did he not tell me it was not compatible," natasha reply, "he doesn't have to tell you anything about that; he is just there doing his job. My question is where the money goes from in my mom's free security system installment of their materials; they did not install but deceived her into thinking her old system material was compatible. Hummmmmm

Natasha doesn't follow the rules, but she expected my mom too. Oh, the best response from another rep, eric"the rules are they to rip out the old materials and replace with their equipment"and"we will give you the parts but you have to pay the technician." for what, a job they should have done correctly, to begin with, own up to their little deceiving dishonest claim. Please take my word for this, run!

Connie bowen, author of incident

NUMEROUS phone calls and some emails, as well as a written letter sent requesting cancellation.
The company agreed to stop payments for the last few months of the contract and to terminate said contract. Now they will not terminate the contract as they "have nothing on file" regarding cancellation.
I want OUT but they keep charging me.
We are at the END of our contract but they will not cancel.

I just want my payments refunded and out of this company.

Incompetent installers. Had to school one on his product another had a massive toolbelt he kept scraping against freshly painted walls, even AFTER I said something.

A suspected break in took over an hour to respond to via a contract company they use.

Incompetent agents not using the "talk button" properly when trying to communicate via control panel.

Lost 2 days wages and made two 350 km round trips because they went to the wrong house.

A FIRE ALARM took half an hour to respond to by a phone call... luckily it was just kitchen smoke

Told it was cancelled, told an email was sufficient to ensure cancellation...both lies.

Won't support failing products.

I could go on

Multiple instances of the alarm going off without receiving a phone call from the monitoring station. Trying to cancel, phoned first time and was put on hold for 20 minutes, told I needed to speak with "Retention", put on hold for another 10 minutes before the line disconnected. Phoned back, hold 20 minutes, told retention would get back to me within 24 hours. No call back received. Phone again, on hold for 20 minutes, tried to have me leave a number again, I requested to speak with a manager, left me not on hold, but with the line muted for over 10 minutes to hear that the manager wouldn't be able to help me. I requested again to speak with a manager and was put on mute for another 20 minutes. Nothing is resolved and the delay tactics are infuriating and unfair.

My name is Linda Eby,
My Fluent account number is: [protected]-11982

I haven't been able to set my alarm for 7 days, from April 12th -19th 2021.
The panel is non-functioning. Prior to today, the panel said "system ready to arm" but no response to touch.
Today, the panel shows the "system is ready to arm" and there's a #1 blinking at the top of the screen. This morning the panel began beeping for about 7 seconds (7 beeps) every few minutes.

I've left messages, via email. I've been on the [protected] line several times, left a call back number, and today sat with number dialed and on speaker phone, and waited for the next available Service Rep for over 3 hours.
Please respond with instructions

The company stated I could cancel anytime without penalty. Today they said the contract ended in 2025, when I asked to speak to a supervisor they hung up on me. When I called back they said I had a 60 month contract and it needed in 2022. They continuously lie about the terms and contract. I asked if there was assistance with Covid relief and they said no only one month suspension that I would be responsible for. How is that assistance? I had the worst ever customer service experience and they hung up on me. I would like to be done with the services. The company can not even get there lie straight everyone has different dates. When I signed up for the services a girl came knocking on my door asking if I wanted the service and I could cancel anytime. I signed on an iPad she did not provide any documentation of any sorts.

If I could provide a zero rating I would. I live in Ontario Canada.

This company is the worst to deal with. The lengthy and negative comments you read about them is the same experience that I have had.

I had sent a UPS letter with a tracking number to cancel the service and paid the entire contract upfront weeks ago. Even though that occurred, they still withdrew money from my account yesterday, along with taking my money to pay off the contract. When you call to speak with them (a Canadian calling an American company by the way .I have called four times in the past few months and it is always answered in the USA.) they are never receptive, or at other times never reachable at all! Their hours are deplorable and never available for resolutions.

They took twice the money (the money I paid out to cancel the service until the end of contract of June 2021 AND the company just withdrew money from account yesterday also). The company also verbally acknowledged on the phone that they did in fact receive my tracked and delivered letter to them for cancellation of both services at the end of contract. I have proof of the tracked delivery service with the UPS to Fluent to cancel the contract and that I paid in full.

Absolutely the worst customer service, half of our equipment doesn't work. Our Thermostat is now not connected. They don't answer the phones and tell you to go to web site If they do ca;ll back its a recording telling you are on hold, which will take up to 2 hours. My daughter has also continued to have the same problem and all her equipment isn't working, so what kind of security is this supposed to be,

Beware beware beware of fluent! If I could give them no stars, I would. This is a terrible company. Very very deceptive business practices. Do not get roped into a contract with them or you will never get out of it. We signed a 36 month contract with them on september 7, 2018. Then over the course of the next year they sent a contract to me and said that I had not signed everything properly. When I read the fine print, it was an updated contract that would have locked us into and additional 5 years! When I called them out on this, the customer service guy was so ugly to me. Then we were told that to cancel the contract we would have to pay a portion of the contract that was left. A "portion". Not the full amount but a portion. We opted to wait until we were in our last year of our contract and when I called today to cancel and pay the "portion" that they had previously stated that I needed to pay, they informed me that I had taken an "installation phone survey" and in that survey had agreed to a 42 month contract. That never happened. Somehow, they are not able to retrieve my original contract or the recording of the phone survey. Scam scam scam. I have never dealt with a company that has so many different stories, shady actions and deceptive business practices. Beware of fluent! I am now in the process of filing a formal complaint with the state of texas attorney general's office. I am done playing their games. How many other people have they done this to? How many more will fall for their lies? Please don't be one of them. What a headache this has been.

We had a break-in attempt while we slept at home. They broke through a basement window. The contact sensor failed to activate despite the alarm system being active. Also, the police panic button on the keypad did not summon police as originally programmed. 20 minutes after the police showed up (I called them myself after scaring the would-be thieves away), a scrawny rent-a-cop showed up telling me he got an alert on his mobile phone. Gee thanks, man. Plus the system we had for our business wasn't monitoring for almost a year with no notice to the panel or the monitoring station!
Fluent also has this shady over-charge policy, or pre-charges for fees yet to be issued. False alarm insurance is $2.50/mo which gives you three 'strikes' of police false alarm visits before the police issue their $104 fee on the 4th false alarm. Fluent figured out that most people get 1 or 2 false alarms only so they charge their clients $26 per false alarm, whether you opt in for that insurance or not. $26 x 4 = the eventually $104 police fee. Fluent was created after reid purchased alarmtek. Reid is owned by this pretty shady business guy that seems to leave a trail of greedy unpleasantness wherever he treads.
My next stop is the better business bureau website...

My 92 year old grandmother honored her written agreement with this company for a 3 year contract. The company mailed an offer, for existing customers, to have a doorbell camera installed for free. She wanted the offer but instead they renewed her agreement for another 3 years. She never signed anything. She wondered why at the end of the 3 year agreement they were saying she was in agreement until 2023. Customer service had the nerve to say she agreed over the phone. She is 92 years old and it is very obvious when speaking to her that she has trouble talking and hearing. Did you use that to your advantage? Could it have been a misunderstanding? You want to charge her $1200 to end the service that she never wanted? You complete work in a persons home and the tech doesn't require a signature for the work? You talk to an elderly person who can barely hear or speak and claim that she said yes to a new agreement without requiring a signature? Maybe she thought she was saying yes to the new doorbell camera? Either way, to insist she pays $1200 to stop your services seems like you are using her elderly limitations to trick her, and is not good business. Doesn't seem to have integrity or honor. Are you all that money hungry that you stoop to these kind of tactics? She upheld her 3 year contract with you and wants to move on. LET HER!

Had my contract for 4 years, sold my home in apr 2020, ask company if they service the area of NM, answer yes. Now that im in NM they dont service the city of Alamogordo. Have until july 2021 on contract, they wont let me speak with someone who can make the decision to cancel contract or send an independent contractor to install my unit. Even at that they dont monitor this area so im just giving them my money. Dont us this company, they will steal your money and their customer service dont know what they are saying, untrained. And they took money from my bank, and no service provided.

Please stay away from this company. Promises are made that Fluent will definitively not honor. If you are told that fluent will buy you out of your current contract, beware.. there is a cap. They will only pay so much. No one in customer service can assist you and a manager will never call you back. If you see these representatives in your neighborhood quickly close and lock your doors. They are under trained and their mission is to lie to get you to sign up, afterwards you are on your own fighting a battle for some type of resolution. Headed to the local news next to expose them!

I was promised a flood sensor light by my sales rep. (blake kelley) along with everything else I haven't yet received to complete the sale and all I keep getting from him is I haven't been in the neighborhood or i'll be there monday morning which hasn't happen. So all i'm saying is this is bad business and if anyone is to ask me about the company I will just tell them not to get it because of that reason. Thank you!

On Monday, July 29th, 2019 I phoned your company for a repair request. My alarm isn't sounding anything audible at any entry for me to hear. Just a simple chime. After spending an hour over the phone, mostly waiting to get tech support, I was told that
someone locally would phone me to schedule an appt date in about 24 hours.
It is now Thursday, Aug 1st, 2019 and no one has called yet from tech support.
My account # is 537477.
My name is Wanda (Kitty) Gebhart ph# [protected]

I am also still waiting for a copy of my service contract, (in writing) as I signed on a
tablet on the day of sale and was told a hard copy would be coming in the mail. This was on May 30th, 2019.

Please assist me in these two above matters. I would prefer a phone call in both matters.

Thank-you, Kitty ( Wanda Gebhart). [protected]

This group goes door to door looking for prey. DO NOT sign up with them or let them put anything on your walls or door with the idea you can "cancel within 30 days"... they trap you into a contract and will ruin your credit if you try and cut them off via the bank.

THINGS TO KNOW:
Consumer Protection Act | False, misleading or deceptive representation

14 (1) It is an unfair practice for a person to make a false, misleading or deceptive representation. 2002, c. 30, Sched. A, s. 14 (1) https://www.ontario.ca/laws/statute/02c30#BK16

** The CEO of this company (The door sales person gave me his card by accident) told me over the phone that I could not cancel (24 hours in) because I had sticky taped sensors put on the door and therefore "service was done".

Unfair business practices

If a business has represented their goods or services in a false, misleading or deceptive way, you can withdraw from the contract by writing to the business within 1 year and get a full refund.

** At the time, I did not know this and because the CEO LIED and told me I couldn't cancel, I stupidly let them continue their monthly draining of money from my account.

ONTARIO Contract Rights
https://www.ontario.ca/page/your-rights-when-signing-or-cancelling-contract

We signed an contract and had everything install and we were quite happy.
We were told that if we moved within a year that it would be either moved to our new home or if the people who bought our home wanted to keep the service that a new set of equipment would be installed in our new house. The people kept the service. We made arrangements for our new equipment to be installed on Sept 17th and we would get a free month for getting the new people to sign up. Nobody showed up on the 17th. After calling in to find out why they said that they knew nothing about it.
We spoke to a fellow named Brandon Bowen who was also the one who we talked to the first time whe the Sept 17 date was set up. He assured us thet he would take care of everthing and we requested an additiona piece of equipment specifically an outside camera. He said he wouldgive us another free month and he would call us back the next day to give us a new installation date and he gave us what he said was his private number and email address. Again he never called. I tried his email and again no reply. When I finally got someone to answer the phone # it was not his but the "Moving Dept" When I finally got to talk to him again he sais it was not his/ Fluents problem but a 3rd party company problem. We signed a contract with Fluent not with some unknown 3rd party company. Today is the 1st of November (49 days) and still no action, answers, or feedback. We like the equipment and the original installer was great and courteous. but now this is the worst customer service that I have ever seen or experenced. I hope this letter gets to someone who can or is willing to correct this situation.

Jim Cole [protected]@gmail.com [protected]
Julie Cole [protected] Julie's on the original contract
Formerly from 3641 Walker RD Peachland BC V0H1X2
Currently at 2304 Pine Vista Place Westbank BC V4T2Y1