March 20, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that this is her second time working with the Revdex.com and Fluent Home. The complainant states that she has had four (4) different security panels installed in the home. The customer has stated she is stressed and wishes to terminate the alarm monitoring agreement without penalty. We have reviewed the account, and it appears that the complainant has had an above average amount of service calls to the home. Most recently, our office had dispatched a technician to her home on March 15, 2018. It appears that the complainants control panel was replaced with a new one, and we believe this will resolve the matter. If additional issues arise, we would be happy to review some cancellation options with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do have one question, what happens if I do not receive the refund check? Will there be any recourse?
Sincerely,
[redacted]
October 3, 2016 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint...
Number: [redacted] Response of Fluent Home Dear Ms. [redacted]: My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated they wish to receive a refund in the amount of $539.88. The complainant recently paid this amount to cancel their account. The customer claims to have sent in their request to cancel 30 days prior to the end of their agreement to avoid a yearly automatic renewal of their agreement. Our office did not receive the document on the day in question, and asked the customer to provide proof of the fax being sent on or before August 9, 2016. The customer provided fax logs to our office, which indicated that the documents were sent on August 19, 2016, after the thirty (30) day period to prevent the automatic renewal of the alarm monitoring agreement. We regret that after reviewing this matter, we have not received any information that persuades our office that this agreement should be cancelled outside the right of rescission period. However, we will make a good faith effort to resolve this matter with the complainant and agree to refund the $539.88 they paid to cancel their account with Fluent Home via check. Please allow 2-3 weeks for the refund to arrive. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is comforting to know they are willing to do the right thing. Should we expect additional documentation directly from the company for their acceptance of the termination?
Sincerely,
[redacted]
January 30, 2017 [redacted] Business and Customer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter. I have reviewed the complaint filed by the complainant’s niece on her behalf in its entirety. The complainant has requested that our office agree to cancel her agreement without further monetary obligation as well as to provide her with a full refund of amounts paid to our office. In reviewing the complainant’s transactional history with our office, I did note that the complainant’s alarm system was installed on the date of May 20, 2016 which is over seven (7) months prior to the filing of the complaint. However, notwithstanding this factor, our office will agree to the premature cancellation of the agreement without further monetary obligation as well as to her request for a full refund. This decision was made after reflecting on the totality of the circumstances in this matter including but not limited to the complainant’s age as well as the fact that it is evident that her preference is to return to her prior alarm security company. We do not wish to provide a hindrance to the complainant being able to work with the company of her choosing. In conclusion, our office will cancel the complainant’s agreement without further monetary obligation and will provide a refund to her of the amounts she has paid. We thank your office for the opportunity to respond to this matter. If you have any questions or comments with regard to the foregoing, please do not hesitate to contact me. I thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]
February 12, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that he recently switched to Fluent Home, and he has had issues with low batteries, and now a malfunctioning sensor. The complainant has expressed discontent that Fluent Home does not warranty existing equipment. We have reviewed the account, and it appears that our office had spoken to the customer on February 10, 2018. A free month of service had been credited to the account, and our office offered to mail a replacement device to the customer as a courtesy being that he is a new Customer. We ask that the complainant contact us when the new device is received, so that we may walk the complainant through the simple installation process. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
July 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has submitted a complaint to the Revdex.com, stating that an unauthorized credit check was done prior to her purchasing of the alarm system. I have reviewed the account in question, and it does not appear that the complainant signed up for our services. Pursuant to our code of conduct, this type of behavior is prohibited by our sales representatives. We will be taking appropriate action with the individual in question, and I have attached a letter asking for the removal of the inquiry. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 13, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted]: We are in receipt of the complainants additional comments. The complainant has stated that it took nine (9) calls to get a part ordered. The complainant also states that we should speak with him. We would like to remind the complainant that the part he needs to have replaced is not covered under Fluent Homes warranty. The part was an existing device that was already part of his system, and therefore, the complainant would be responsible for replacing the device. Our office had eventually offered to replace the device at no cost, including waiving the shipping fee’s. The complainant has stated that he was never offered a free month. Upon reviewing the account, it appears that it was the sales representative who called in the free month for the complainant. We will contact the complainant via telephone today as per his request in the latest communication. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
July 26, 2016 [redacted] Dispute Counselor Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Hello, We are in receipt of the customers rebuttal to our response. The complainant has stated that our representative never conducted our “Welcome Call Survey” while in the complainants home. The complainant also states that a sixty (60) month agreement was never mentioned. The complainant has asked us if we have stopped to think that the survey was not actually completed. The complainant states that he only signed because the price remained the same, as we are the same company. I would like to inform the complainant that I did take the time to that the Welcome Call survey that was conducted prior to the installation of the system. On this survey the complainant did agree to the sixty (60) month agreement term. In addition, the sixty (60) month agreement term was outlined on the paperwork and the complainant had a three (3) day buyer’s right to cancel period. The complainant did not exercise his right to terminate the agreement without penalty during that time frame. In addition, the complainant did not bring up any of these complaints or concerns until almost one (1) year after becoming a Fluent Home Customer. I again would like to remind the complainant that I personally listened to these recorded telephone calls between himself and the representatives at our Contact Center. With respect to the complainants comments regarding the suspension of his account, I would again like to remind the complainant that I listened to the recorded telephone call with the complainant and the representatives at our organization regarding his desire to move. The complainant states in his rebuttal that we made up information in our previous response. We find this comment confusing, as we never indicated that the customer had completed a move to a new location in our previous response. During that phone call, our office simply provided the offer to suspend the complainants account for three (3) months or they could refer the new home owner to us, and we would contact in an attempt to have them takeover the system. The complainant stated he did not have this information (the complainant did not specify if the home was sold or not) and we suggested that he ensure that he contact his realtor and include the system, and contract with the sale of the home. I respectfully disagree with the complainants allegation that I have “lied” about any of the items outlined in my responses, these were recorded conversations, and I am simply relaying the information contained within the recorded telephone call. Our office maintains the position that the agreement will not be cancelled outside of the buyer’s right to cancel period. The complainant is welcome to contact our office to make arrangements to move the system to a new location, to accept a three (3) month suspension of the account, or find someone that may want to take over the remainder of his alarm monitoring agreement. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Complaint: [redacted]
I am rejecting this response because: I have filed disputes with the 3 credit agencies and each has told me nothing could be done until they received a letter from Fluent withdrawing the Inquiry, stating the inquiry was done without my knowledge and consent. SO, it is Fluent who has to do the next step NOW and send letters to each of the credit reporting agencies to withdraw the inquiry. A dispute does not work for an illegal credit inquiry.That is from each of the agencies. Only the company can fix the problem. So fix it NOW. You FLUENT
Sincerely,
[redacted]
November 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We are in receipt of the complainants rebuttal, and will now respond thereto. The complainant has stated again that they feel there was false information presented at the time of the sale, and that the representative stated Fluent had merged with the complainants previous provider, and that no new equipment was needed because of the merger. The complainant states that their service has not been comparable to what was in place before. The complainant also states that our follow up survey should be completed within the cancellation period. We once again, we respectfully disagree with the complainant’s contention that there was misrepresentation by the representative. There have not been details that were over looked by our office. This statement appears to be the opinion of the complainant, however, our recorded surveys paint a different picture. The Courtesy call survey occurs thirty (30) days after the installation, specifically so the customer has time to use the services. To do it any sooner would be premature. We cover the terms and conditions of the agreement, PRIOR to the installation of the system, to ensure the customer understands the agreement they will be entering into with our organization.. We have reviewed the complainants account, and will agree to terminate the services for the following reasons. It is clear that the complainant no longer wishes to do business with our organization, and the complainant appears to be of advanced age. This is merely a good faith effort to resolve the complaint for an elderly customer. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Complaint: [redacted]
I am rejecting this response because:
I received your reply and their latest response today. However, again Mr. Tyler is misinformed. I said nothing about not receiving previous credits, but only with regards to their latest bill for 2 months past and one month current. Furthermore, I did ACCEPT his offer back on 3/22/17 with one clarification, that he/they , reply back through you, concerning the extent of their equipment they are offering to install. Of which to date, he has not done so. Again, all of that is in the email stream below. And today they finally do reply to my latest complaint, still not answering my request back on 3/22/17. Furthermore, I have received two phone calls from their Sales Representatives since 3/22/17 and told both of them that I did not have a date when we would be returning to our home but would provide them that information, as soon as that was possible. Actually I would like it installed prior to us moving back in and as we are finally having some significant progress in our rebuild, that has been occurring over the last 2 weeks. I am expecting an update on this possibility within the next 2 weeks. I suggest they review all their communications on this matter from me, you and their Sales Representatives making their phone calls, upon and after 3/22/17. I only requested cancellation of their contract after getting, was seems to now be, inaccurate information concerning their installing new equipment in our home at no charge. And I have shared that information in one of my previous replies. Thank you. [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is a blatant lie. The sales representative never asked me your "Welcome Call" survey while in my home. He never mentioned a 60 month agreement. As I stated, he told me that he needed to upgrade our system due to new ownership. Have you stopped to think he filled out your survey WITHOUT actually conducting the survey? I read other complaints and they read the same exact situation as mine. The representatives always fail to mention important information and make up excuses as to why they need to upgrade systems. And why would I sys price? The pricing was the SAME as my old alarm company that's why I signed your document because I was told, "the price remains the same because its the same company."To your next lie, on the phone your representative asked me if I wanted to disconnect the alarm system OR put a lock on the account. They mentioned that there is a possibility the new owners may want this alarm system as a selling point and to ask my realtor before selling the home. So, I said sure, please put a lock on my account because they said I would not be charged during the lock period. Guess what, I was charged. No lock was put on my account earlier this year, as confirmed by the new representative I spoke to. The rest is all made up information by your company. I told your representative that I was PLANNING on moving perhaps by this fall. Which is WHY she said to put a lock on the account. You say that I have moved and I failed to give you the new owner's contact information? I never was asked for such information because I OWN THE HOUSE. I never said there was a buyer yet. Where do you get your facts from? Seems your employees enter information regarding customers at their own discretion, taking liberties with their data entry duties.As such, I refuse your wrong information. I was led to believe otherwise by two of your employees and information was withheld. Furthermore, I was told my account was locked when it never was and I was still charged. It is not my fault that your company hires such people who misrepresent themselves and Fluent.
Sincerely,
[redacted]
April 7, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear Mayra Sosa: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that she was still under contract with her previous alarm service provider when she switched to Fluent Home. The complainant switched services to Fluent home on June 23, 2016. We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. The customer did not bring this matter to our attention until March 21, 2017. Almost nine (9) months after the initial installation. Our office had made several attempts to contact the complainant in regards to her satisfaction with our services, and other account issues. Unfortunately, it was not until the March 21 communication that the complainant advised our office that she never received a copy of her agreement. (We would like to remind the complainant that the agreement was an E-Contract, and a copy of this was emailed to the email address provided on the date that Fluent began services.) Our office spoke to another individual about the account in which the same claim was made on March 23, 2017. On March 29, 2017, we spoke to this individual again, who stated that they are under two (2) agreements now. One with Fluent, and one with their previous provider. It appears the complainant asked us to test the system, in which we discovered the complainant had already switched services back to her previous provider. Additionally, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was because of the “lower payment” that Fluent offered. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so. Our office respectfully disagrees with the complainant’s allegations that the agreement should be cancelled prematurely without penalty for the reasons stated by the client. The complainant did not cancel services within the three (3) day buyer’s right to cancel period. No paper contract was provided because the complainant signed an E-Contract, which was sent to the email address the complainant provided to our office. However, our office will agree to terminate the services simply as a matter of good faith. Our decision was made after great deliberation, and is based mainly off of the fact that the complainant is of advanced age. Our office will not agree to a refund to the complainant, as our office had provided services to the complainant, and the complainant did not bring these allegations to our attention until almost nine (9) months after the installation of our services. Our office will agree to cancel the alarm monitoring agreement prematurely, without penalty, effective April 7. 2017 Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like Fluent to come get their equipment and end our agreement at no additional charge. Yes a tech did come however the camera lasted for 2 weeks...not 30 days. Also the tech is not local and is a subcontractor and is not actually employed by Fluent. The tech couldn’t answer any questions about the mobile application so there are still issues with that.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am very well aware of this but due to returning the equipment and also loosing my house. This justifies and completely explains why this is a very valid reason for this cancellation. I did not just up and decide that I wanted to simply cancel service. I lost my house that is a perfectly valid reason on why this should be canceled. I cannot believe that the corporation is actually asking me for some of payment being I lost house. That is just appalling. Horrible Business!!!!!
Sincerely,
[redacted]
March 31, 2017 [redacted] Business and Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear Ms. [redacted]: We are in receipt of the complainants most recent response, and thank your office for the opportunity to respond to this matter. The complainant has stated that he has again rejected our offer, stating that our office failed to maintain part of the contract. I would again like to remind the complainant, that in his original communication, he stated the representative had offered to reimburse him up to four hundred sixty-one dollars ($461.00) of any termination fees with his previous company. I would also like to remind the complainant that during the Welcome Call survey, we had asked if the representative had made any promises or commitments that were not printed or written on his alarm monitoring agreement. The customer responded “no” to this question. The complainant also acknowledged that he would be responsible for any cancellation fee with his previous company, which he responded affirmatively. I have also attached a copy of the “General Clarification Questionnaire” where the complainant also acknowledged his responsibilities when switching providers. I would also like to point out that the complainant did not provide a copy of the final bill with his previous provider until March 13, 2017. Although we would also like to have seen a resolution in a timelier manner, the time frame in which we have offered to resolve this matter is not completely unreasonable. We would again like to reiterate that Fluent Home is still attempting to reach a resolution with the complainant. At this time, we have not received any information that further persuades our office that this agreement should be cancelled outside the right of rescission period. Our office has made a good faith effort to resolve the Customers concerns, and to honor the verbal agreement that was allegedly made between the complainant and our field representative. Should the complainant still wish to terminate the agreement, the complainant may pay eighty percent (80%) of the remaining contract with Fluent, or find someone to takeover the contract. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response is the next step in getting this issue resolved. They have contacted me and I have given them the information they need to determine the facts.After they determine the facts, we will see if their attempt at resolution is acceptable.
Sincerely,
[redacted]
October 31, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has alleged that our representative her that their previous security provider was merging with Fluent. The complainant has stated that they never received a copy of the alarm monitoring agreement. The complainant states they have had issues with their equipment as well. We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was to “save money”. The customer at no time mentioned that any comments had been made about his previous security provider going out of business or being merged with Fluent. The “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so. The complainant did call within her buyer’s right to cancel period, however her written request to cancel service was not sent until after the buyer’s right of rescission period had expired. Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. We have also sent the complainant a copy of their agreement. We have included it in the response to this complaint as well. With respect to the technical issues, it appears the control panel had a low battery displaying after a power outage, which is common and will clear when the battery recharges. The complainant also reported a low battery on their smoke detector. It is very possible the technician mistakenly forgot to replace the battery on that device. Our office credited the complainant thirty six dollars and ninety-nine cents ($36.99) for this inconvenience and to assist with the cost of replacement batteries. Lastly, it also appears that our office has offered to reimburse the complainant for any double billing that has occurred since switching services to Fluent. We have also agreed to review any final bills that may be owed to the previous provider. At this time, our organization respectfully disagrees that the alarm monitoring agreement should be cancelled without penalty, as we made a very reasonable effort to resolve this matter with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
March 20, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that this is her second time working with the Revdex.com and Fluent Home. The complainant states that she has had four (4) different security panels installed in the home. The customer has stated she is stressed and wishes to terminate the alarm monitoring agreement without penalty. We have reviewed the account, and it appears that the complainant has had an above average amount of service calls to the home. Most recently, our office had dispatched a technician to her home on March 15, 2018. It appears that the complainants control panel was replaced with a new one, and we believe this will resolve the matter. If additional issues arise, we would be happy to review some cancellation options with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do have one question, what happens if I do not receive the refund check? Will there be any recourse?
Sincerely,
[redacted]
October 3, 2016 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint...
Number: [redacted] Response of Fluent Home Dear Ms. [redacted]: My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated they wish to receive a refund in the amount of $539.88. The complainant recently paid this amount to cancel their account. The customer claims to have sent in their request to cancel 30 days prior to the end of their agreement to avoid a yearly automatic renewal of their agreement. Our office did not receive the document on the day in question, and asked the customer to provide proof of the fax being sent on or before August 9, 2016. The customer provided fax logs to our office, which indicated that the documents were sent on August 19, 2016, after the thirty (30) day period to prevent the automatic renewal of the alarm monitoring agreement. We regret that after reviewing this matter, we have not received any information that persuades our office that this agreement should be cancelled outside the right of rescission period. However, we will make a good faith effort to resolve this matter with the complainant and agree to refund the $539.88 they paid to cancel their account with Fluent Home via check. Please allow 2-3 weeks for the refund to arrive. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is comforting to know they are willing to do the right thing. Should we expect additional documentation directly from the company for their acceptance of the termination?
Sincerely,
[redacted]
January 30, 2017 [redacted] Business and Customer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter. I have reviewed the complaint filed by the complainant’s niece on her behalf in its entirety. The complainant has requested that our office agree to cancel her agreement without further monetary obligation as well as to provide her with a full refund of amounts paid to our office. In reviewing the complainant’s transactional history with our office, I did note that the complainant’s alarm system was installed on the date of May 20, 2016 which is over seven (7) months prior to the filing of the complaint. However, notwithstanding this factor, our office will agree to the premature cancellation of the agreement without further monetary obligation as well as to her request for a full refund. This decision was made after reflecting on the totality of the circumstances in this matter including but not limited to the complainant’s age as well as the fact that it is evident that her preference is to return to her prior alarm security company. We do not wish to provide a hindrance to the complainant being able to work with the company of her choosing. In conclusion, our office will cancel the complainant’s agreement without further monetary obligation and will provide a refund to her of the amounts she has paid. We thank your office for the opportunity to respond to this matter. If you have any questions or comments with regard to the foregoing, please do not hesitate to contact me. I thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]
February 12, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that he recently switched to Fluent Home, and he has had issues with low batteries, and now a malfunctioning sensor. The complainant has expressed discontent that Fluent Home does not warranty existing equipment. We have reviewed the account, and it appears that our office had spoken to the customer on February 10, 2018. A free month of service had been credited to the account, and our office offered to mail a replacement device to the customer as a courtesy being that he is a new Customer. We ask that the complainant contact us when the new device is received, so that we may walk the complainant through the simple installation process. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
July 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has submitted a complaint to the Revdex.com, stating that an unauthorized credit check was done prior to her purchasing of the alarm system. I have reviewed the account in question, and it does not appear that the complainant signed up for our services. Pursuant to our code of conduct, this type of behavior is prohibited by our sales representatives. We will be taking appropriate action with the individual in question, and I have attached a letter asking for the removal of the inquiry. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 13, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted]: We are in receipt of the complainants additional comments. The complainant has stated that it took nine (9) calls to get a part ordered. The complainant also states that we should speak with him. We would like to remind the complainant that the part he needs to have replaced is not covered under Fluent Homes warranty. The part was an existing device that was already part of his system, and therefore, the complainant would be responsible for replacing the device. Our office had eventually offered to replace the device at no cost, including waiving the shipping fee’s. The complainant has stated that he was never offered a free month. Upon reviewing the account, it appears that it was the sales representative who called in the free month for the complainant. We will contact the complainant via telephone today as per his request in the latest communication. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
July 26, 2016 [redacted] Dispute Counselor Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Hello, We are in receipt of the customers rebuttal to our response. The complainant has stated that our representative never conducted our “Welcome Call Survey” while in the complainants home. The complainant also states that a sixty (60) month agreement was never mentioned. The complainant has asked us if we have stopped to think that the survey was not actually completed. The complainant states that he only signed because the price remained the same, as we are the same company. I would like to inform the complainant that I did take the time to that the Welcome Call survey that was conducted prior to the installation of the system. On this survey the complainant did agree to the sixty (60) month agreement term. In addition, the sixty (60) month agreement term was outlined on the paperwork and the complainant had a three (3) day buyer’s right to cancel period. The complainant did not exercise his right to terminate the agreement without penalty during that time frame. In addition, the complainant did not bring up any of these complaints or concerns until almost one (1) year after becoming a Fluent Home Customer. I again would like to remind the complainant that I personally listened to these recorded telephone calls between himself and the representatives at our Contact Center. With respect to the complainants comments regarding the suspension of his account, I would again like to remind the complainant that I listened to the recorded telephone call with the complainant and the representatives at our organization regarding his desire to move. The complainant states in his rebuttal that we made up information in our previous response. We find this comment confusing, as we never indicated that the customer had completed a move to a new location in our previous response. During that phone call, our office simply provided the offer to suspend the complainants account for three (3) months or they could refer the new home owner to us, and we would contact in an attempt to have them takeover the system. The complainant stated he did not have this information (the complainant did not specify if the home was sold or not) and we suggested that he ensure that he contact his realtor and include the system, and contract with the sale of the home. I respectfully disagree with the complainants allegation that I have “lied” about any of the items outlined in my responses, these were recorded conversations, and I am simply relaying the information contained within the recorded telephone call. Our office maintains the position that the agreement will not be cancelled outside of the buyer’s right to cancel period. The complainant is welcome to contact our office to make arrangements to move the system to a new location, to accept a three (3) month suspension of the account, or find someone that may want to take over the remainder of his alarm monitoring agreement. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Complaint: [redacted]
I am rejecting this response because: I have filed disputes with the 3 credit agencies and each has told me nothing could be done until they received a letter from Fluent withdrawing the Inquiry, stating the inquiry was done without my knowledge and consent. SO, it is Fluent who has to do the next step NOW and send letters to each of the credit reporting agencies to withdraw the inquiry. A dispute does not work for an illegal credit inquiry.That is from each of the agencies. Only the company can fix the problem. So fix it NOW. You FLUENT
Sincerely,
[redacted]
November 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We are in receipt of the complainants rebuttal, and will now respond thereto. The complainant has stated again that they feel there was false information presented at the time of the sale, and that the representative stated Fluent had merged with the complainants previous provider, and that no new equipment was needed because of the merger. The complainant states that their service has not been comparable to what was in place before. The complainant also states that our follow up survey should be completed within the cancellation period. We once again, we respectfully disagree with the complainant’s contention that there was misrepresentation by the representative. There have not been details that were over looked by our office. This statement appears to be the opinion of the complainant, however, our recorded surveys paint a different picture. The Courtesy call survey occurs thirty (30) days after the installation, specifically so the customer has time to use the services. To do it any sooner would be premature. We cover the terms and conditions of the agreement, PRIOR to the installation of the system, to ensure the customer understands the agreement they will be entering into with our organization.. We have reviewed the complainants account, and will agree to terminate the services for the following reasons. It is clear that the complainant no longer wishes to do business with our organization, and the complainant appears to be of advanced age. This is merely a good faith effort to resolve the complaint for an elderly customer. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Complaint: [redacted]
I am rejecting this response because:
I received your reply and their latest response today. However, again Mr. Tyler is misinformed. I said nothing about not receiving previous credits, but only with regards to their latest bill for 2 months past and one month current. Furthermore, I did ACCEPT his offer back on 3/22/17 with one clarification, that he/they , reply back through you, concerning the extent of their equipment they are offering to install. Of which to date, he has not done so. Again, all of that is in the email stream below. And today they finally do reply to my latest complaint, still not answering my request back on 3/22/17. Furthermore, I have received two phone calls from their Sales Representatives since 3/22/17 and told both of them that I did not have a date when we would be returning to our home but would provide them that information, as soon as that was possible. Actually I would like it installed prior to us moving back in and as we are finally having some significant progress in our rebuild, that has been occurring over the last 2 weeks. I am expecting an update on this possibility within the next 2 weeks. I suggest they review all their communications on this matter from me, you and their Sales Representatives making their phone calls, upon and after 3/22/17. I only requested cancellation of their contract after getting, was seems to now be, inaccurate information concerning their installing new equipment in our home at no charge. And I have shared that information in one of my previous replies. Thank you. [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is a blatant lie. The sales representative never asked me your "Welcome Call" survey while in my home. He never mentioned a 60 month agreement. As I stated, he told me that he needed to upgrade our system due to new ownership. Have you stopped to think he filled out your survey WITHOUT actually conducting the survey? I read other complaints and they read the same exact situation as mine. The representatives always fail to mention important information and make up excuses as to why they need to upgrade systems. And why would I sys price? The pricing was the SAME as my old alarm company that's why I signed your document because I was told, "the price remains the same because its the same company."To your next lie, on the phone your representative asked me if I wanted to disconnect the alarm system OR put a lock on the account. They mentioned that there is a possibility the new owners may want this alarm system as a selling point and to ask my realtor before selling the home. So, I said sure, please put a lock on my account because they said I would not be charged during the lock period. Guess what, I was charged. No lock was put on my account earlier this year, as confirmed by the new representative I spoke to. The rest is all made up information by your company. I told your representative that I was PLANNING on moving perhaps by this fall. Which is WHY she said to put a lock on the account. You say that I have moved and I failed to give you the new owner's contact information? I never was asked for such information because I OWN THE HOUSE. I never said there was a buyer yet. Where do you get your facts from? Seems your employees enter information regarding customers at their own discretion, taking liberties with their data entry duties.As such, I refuse your wrong information. I was led to believe otherwise by two of your employees and information was withheld. Furthermore, I was told my account was locked when it never was and I was still charged. It is not my fault that your company hires such people who misrepresent themselves and Fluent.
Sincerely,
[redacted]
April 7, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted]...
Response of Fluent Home Dear Mayra Sosa: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that she was still under contract with her previous alarm service provider when she switched to Fluent Home. The complainant switched services to Fluent home on June 23, 2016. We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. The customer did not bring this matter to our attention until March 21, 2017. Almost nine (9) months after the initial installation. Our office had made several attempts to contact the complainant in regards to her satisfaction with our services, and other account issues. Unfortunately, it was not until the March 21 communication that the complainant advised our office that she never received a copy of her agreement. (We would like to remind the complainant that the agreement was an E-Contract, and a copy of this was emailed to the email address provided on the date that Fluent began services.) Our office spoke to another individual about the account in which the same claim was made on March 23, 2017. On March 29, 2017, we spoke to this individual again, who stated that they are under two (2) agreements now. One with Fluent, and one with their previous provider. It appears the complainant asked us to test the system, in which we discovered the complainant had already switched services back to her previous provider. Additionally, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was because of the “lower payment” that Fluent offered. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so. Our office respectfully disagrees with the complainant’s allegations that the agreement should be cancelled prematurely without penalty for the reasons stated by the client. The complainant did not cancel services within the three (3) day buyer’s right to cancel period. No paper contract was provided because the complainant signed an E-Contract, which was sent to the email address the complainant provided to our office. However, our office will agree to terminate the services simply as a matter of good faith. Our decision was made after great deliberation, and is based mainly off of the fact that the complainant is of advanced age. Our office will not agree to a refund to the complainant, as our office had provided services to the complainant, and the complainant did not bring these allegations to our attention until almost nine (9) months after the installation of our services. Our office will agree to cancel the alarm monitoring agreement prematurely, without penalty, effective April 7. 2017 Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like Fluent to come get their equipment and end our agreement at no additional charge. Yes a tech did come however the camera lasted for 2 weeks...not 30 days. Also the tech is not local and is a subcontractor and is not actually employed by Fluent. The tech couldn’t answer any questions about the mobile application so there are still issues with that.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am very well aware of this but due to returning the equipment and also loosing my house. This justifies and completely explains why this is a very valid reason for this cancellation. I did not just up and decide that I wanted to simply cancel service. I lost my house that is a perfectly valid reason on why this should be canceled. I cannot believe that the corporation is actually asking me for some of payment being I lost house. That is just appalling. Horrible Business!!!!!
Sincerely,
[redacted]
March 31, 2017 [redacted] Business and Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: [redacted] Response of Fluent Home Dear Ms. [redacted]: We are in receipt of the complainants most recent response, and thank your office for the opportunity to respond to this matter. The complainant has stated that he has again rejected our offer, stating that our office failed to maintain part of the contract. I would again like to remind the complainant, that in his original communication, he stated the representative had offered to reimburse him up to four hundred sixty-one dollars ($461.00) of any termination fees with his previous company. I would also like to remind the complainant that during the Welcome Call survey, we had asked if the representative had made any promises or commitments that were not printed or written on his alarm monitoring agreement. The customer responded “no” to this question. The complainant also acknowledged that he would be responsible for any cancellation fee with his previous company, which he responded affirmatively. I have also attached a copy of the “General Clarification Questionnaire” where the complainant also acknowledged his responsibilities when switching providers. I would also like to point out that the complainant did not provide a copy of the final bill with his previous provider until March 13, 2017. Although we would also like to have seen a resolution in a timelier manner, the time frame in which we have offered to resolve this matter is not completely unreasonable. We would again like to reiterate that Fluent Home is still attempting to reach a resolution with the complainant. At this time, we have not received any information that further persuades our office that this agreement should be cancelled outside the right of rescission period. Our office has made a good faith effort to resolve the Customers concerns, and to honor the verbal agreement that was allegedly made between the complainant and our field representative. Should the complainant still wish to terminate the agreement, the complainant may pay eighty percent (80%) of the remaining contract with Fluent, or find someone to takeover the contract. Very Truly Yours, Tyler H[redacted] Fluent Home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response is the next step in getting this issue resolved. They have contacted me and I have given them the information they need to determine the facts.After they determine the facts, we will see if their attempt at resolution is acceptable.
Sincerely,
[redacted]
October 31, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129 Regarding: Complaint Number: ...
[redacted] Response of Fluent Home Dear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has alleged that our representative her that their previous security provider was merging with Fluent. The complainant has stated that they never received a copy of the alarm monitoring agreement. The complainant states they have had issues with their equipment as well. We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was to “save money”. The customer at no time mentioned that any comments had been made about his previous security provider going out of business or being merged with Fluent. The “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so. The complainant did call within her buyer’s right to cancel period, however her written request to cancel service was not sent until after the buyer’s right of rescission period had expired. Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. We have also sent the complainant a copy of their agreement. We have included it in the response to this complaint as well. With respect to the technical issues, it appears the control panel had a low battery displaying after a power outage, which is common and will clear when the battery recharges. The complainant also reported a low battery on their smoke detector. It is very possible the technician mistakenly forgot to replace the battery on that device. Our office credited the complainant thirty six dollars and ninety-nine cents ($36.99) for this inconvenience and to assist with the cost of replacement batteries. Lastly, it also appears that our office has offered to reimburse the complainant for any double billing that has occurred since switching services to Fluent. We have also agreed to review any final bills that may be owed to the previous provider. At this time, our organization respectfully disagrees that the alarm monitoring agreement should be cancelled without penalty, as we made a very reasonable effort to resolve this matter with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home