November 14, 2017Revdex.com Serving Utah[redacted]3703 W. 6200 S.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 is guilty of “Elderly Financial Exploitation” and that our representative lead the complainant to believe that Fluent Home merged with her previous alarm security provider. 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 because of the “lower rate”. The customer at no time mentioned that any comments had been made about our organization being affiliated with her previous provider. The “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so. Our office elected to terminate the alarm monitoring agreement without penalty on November 14, 2017. A refund was submitted in the amount of sixty-nine dollars and ninety-eight cents ($69.98). 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]
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]
August 12, 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 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. The complainant has stated that she had trouble with the installation, payments, and in the end terminating her services with our organization. I have reviewed the account and it appears our organization resolved the matter with the complainant directly. Their refund was wired into their checking account, and the services terminated. The complainant has requested that corrective action be taken against the two agents at our contact center with whom she communicated with. We have reviewed the account history with the individuals involved, and will address the matter internally.Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]Director of Customer LoyaltyFluent Home.
Hello,We have attached a signed letter for the customer to submit to the credit bureaus. Unfortunately, the complainant has not provided us with any case numbers to include on this document. We hope that this will assist the customer in finalizing her disputes with the credit bureaus.Sincerely, Tyler H[redacted]Director of Customer Loyalty|myfluenthome.comOffice:855-238-4826|th[redacted]@myfluenthome.com
July 19, 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 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 was unable to locate the account information for the complainants mother. I have emailed the complainant to provide me with her name and address so that I may investigate this incident. We will provide our response once this information is received.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: To be perfectly honest with you I don't think I noticed his shirt with fluent on it until I was asked that question and that was right before they left my house as far as I can remember that was well after they had tricked me into signing the phone of which they had this so called contract on that I didn't know I was signing I thought I was agreeing for them to put their panel in not signing a 5yr contract If they had presented a paper contract for me to sign Like any reputable company I would not have signed it. so their trickery should not be legal and binding.. Another indicator of deceitful business practices. I have zero confidence in this company to provide security for my family. I Lose sleep every night because I was tricked into allowing this so called security company in my door I can assure the owner I will never recommend this company to anyone the only reason I will keep their sign in my yard is so if anyone ask me about them I can tell them what a bunch of crooks I think they are..
December 11, 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 a Fluent Home representative has participated in “fraudulent” activity with the complainant’s mother. The complainants mother is of advanced age, and had an alarm service with a previous company prior to Fluent Home installing alarm services. 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. In addition, our office asked the complainants mother whether there was anyone she would like us to speak to, including but not limited to an adult or daughter, to discuss her entering into the alarm monitoring agreement. The complainant responded “no”, to this question. It is our understanding that the complainant may have power of attorney over her mother, and that she would like the premature cancellation of the alarm monitoring agreement without penalty. Although, our office respectfully disagrees with the complainant’s allegation that there was wrong doing by our representative, it is clear the complainant no longer wishes to do business with our organization. We will agree to terminate the alarm monitoring agreement without penalty effective December 11, 2017. A major factor into our decision, was the advanced age of the complainant’s mother. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
March 13, 2018 [redacted] Business & Consumer Relations Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129 Regarding: Your ID...
Number: [redacted] Dear [redacted]: My name is Tyler H[redacted] and I am the Director of the Call Center for Fluent Home. I thank you for affording our office the opportunity to respond to the above-referenced complaint. The complainant has requested that our office cancel her agreement prematurely without further monetary obligation. The basis of her request is that the property where her security system is currently installed has been repossessed by the County that she resides in. The complainant had initially entered into an agreement with our organization in 2012 and then re-signed her agreement in June of 2017 for an additional sixty (60) months. At the time of the re-sign, Fluent maintained her monthly monitoring rate at forty-five dollars and ninety-nine cents ($45.99) and also upgraded her panel and provided her with two (2) key fobs. Fluent certainly understands the complainant’s circumstances and, as such, would be willing to relocate and reinstall the Fluent Home equipment at the complainant’s current residence. This would allow the complainant to fulfill her contractual obligations. Alternatively, Fluent would also allow the complainant to resolve this matter by paying a reasonable cancellation fee. We would like to ask the complainant what they feel a reasonable fee would be, considering a new sixty (60) month agreement was entered into by the complainant. I regret that we are not willing to agree to the premature cancellation of the complainant’s agreement without further monetary obligation. However, we believe that this remedy is merited in this situation. I thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]
February 22, 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 Ms. [redacted]: I am in receipt of the complainant’s rejection of our previous response. The complainant states that he does not think he noticed the representatives green shirt, until he was asked the question on the welcome call survey. As previously mentioned, our office was very clear that the complainant was entering into an agreement via the Welcome Call Survey. The complainant has also stated that if our office had presented a paper contract like a “reputable” company he would not have signed up for the services. Our office disagrees with the complainant’s contention that “reputable” companies only use “paper” contracts. Electronic agreements are very common amongst all industries, and a copy of the agreement was emailed to the complainant. Our office was very upfront regarding the terms and conditions of the agreement, and the fact that we our organization is independent of any other alarm company. Our office has not been presented with compelling evidence that will change our position that the complainant’s alarm monitoring agreement should be cancelled prematurely without penalty. We again urge the complainant to send in the requested documentation mentioned in our previous responses as soon as possible so that we may resolve this matter. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
October 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 rejected our previous response stating that he has again contacted our office to schedule an appointment on September 27, 2017, and that the scheduling department was not available to take their call. It appears that our office contacted the complainant on September 29, 2017 and gathered several dates and times to service the complainant. It does appear our office has attempted to reach the complainant since to schedule an appointment. To date, we have not heard from the complainant. We ask that the complainant contacts us at 855-238-4826 to schedule an appointment. 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]
June 27, 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 states that he has had issues terminating his alarm monitoring agreement from our organization and is afraid that he will be locked into his agreement. After reviewing the account, it appears the installation process was never completed. We have terminated the account, and will refund the complainant any monies paid via check. We simply ask that the complainant allow our technician to retrieve the equipment that was installed. Our scheduling office will contact the appointment to make arrangements for this. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
February 9, 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 Ms. [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 her sales representative had promised to terminate the agreement with her previous company. It appears that we were able to speak to the complainant on several occasions, and have requested that she simply send in her final bill with her previous provider, so that our office can review the document. We urge the complainant to send in the requested document as soon as possible so that we may resolve this matter. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
November 14, 2017Revdex.com Serving Utah[redacted]3703 W. 6200 S.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 is guilty of “Elderly Financial Exploitation” and that our representative lead the complainant to believe that Fluent Home merged with her previous alarm security provider. 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 because of the “lower rate”. The customer at no time mentioned that any comments had been made about our organization being affiliated with her previous provider. The “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so. Our office elected to terminate the alarm monitoring agreement without penalty on November 14, 2017. A refund was submitted in the amount of sixty-nine dollars and ninety-eight cents ($69.98). 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]
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]
August 12, 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 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. The complainant has stated that she had trouble with the installation, payments, and in the end terminating her services with our organization. I have reviewed the account and it appears our organization resolved the matter with the complainant directly. Their refund was wired into their checking account, and the services terminated. The complainant has requested that corrective action be taken against the two agents at our contact center with whom she communicated with. We have reviewed the account history with the individuals involved, and will address the matter internally.Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]Director of Customer LoyaltyFluent Home.
Hello,We have attached a signed letter for the customer to submit to the credit bureaus. Unfortunately, the complainant has not provided us with any case numbers to include on this document. We hope that this will assist the customer in finalizing her disputes with the credit bureaus.Sincerely, Tyler H[redacted]Director of Customer Loyalty|myfluenthome.comOffice:855-238-4826|th[redacted]@myfluenthome.com
July 19, 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 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 was unable to locate the account information for the complainants mother. I have emailed the complainant to provide me with her name and address so that I may investigate this incident. We will provide our response once this information is received.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: To be perfectly honest with you I don't think I noticed his shirt with fluent on it until I was asked that question and that was right before they left my house as far as I can remember that was well after they had tricked me into signing the phone of which they had this so called contract on that I didn't know I was signing I thought I was agreeing for them to put their panel in not signing a 5yr contract If they had presented a paper contract for me to sign Like any reputable company I would not have signed it. so their trickery should not be legal and binding.. Another indicator of deceitful business practices. I have zero confidence in this company to provide security for my family. I Lose sleep every night because I was tricked into allowing this so called security company in my door I can assure the owner I will never recommend this company to anyone the only reason I will keep their sign in my yard is so if anyone ask me about them I can tell them what a bunch of crooks I think they are..
Sincerely,
[redacted]
December 11, 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 a Fluent Home representative has participated in “fraudulent” activity with the complainant’s mother. The complainants mother is of advanced age, and had an alarm service with a previous company prior to Fluent Home installing alarm services. 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. In addition, our office asked the complainants mother whether there was anyone she would like us to speak to, including but not limited to an adult or daughter, to discuss her entering into the alarm monitoring agreement. The complainant responded “no”, to this question. It is our understanding that the complainant may have power of attorney over her mother, and that she would like the premature cancellation of the alarm monitoring agreement without penalty. Although, our office respectfully disagrees with the complainant’s allegation that there was wrong doing by our representative, it is clear the complainant no longer wishes to do business with our organization. We will agree to terminate the alarm monitoring agreement without penalty effective December 11, 2017. A major factor into our decision, was the advanced age of the complainant’s mother. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
March 13, 2018 [redacted] Business & Consumer Relations Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129 Regarding: Your ID...
Number: [redacted] Dear [redacted]: My name is Tyler H[redacted] and I am the Director of the Call Center for Fluent Home. I thank you for affording our office the opportunity to respond to the above-referenced complaint. The complainant has requested that our office cancel her agreement prematurely without further monetary obligation. The basis of her request is that the property where her security system is currently installed has been repossessed by the County that she resides in. The complainant had initially entered into an agreement with our organization in 2012 and then re-signed her agreement in June of 2017 for an additional sixty (60) months. At the time of the re-sign, Fluent maintained her monthly monitoring rate at forty-five dollars and ninety-nine cents ($45.99) and also upgraded her panel and provided her with two (2) key fobs. Fluent certainly understands the complainant’s circumstances and, as such, would be willing to relocate and reinstall the Fluent Home equipment at the complainant’s current residence. This would allow the complainant to fulfill her contractual obligations. Alternatively, Fluent would also allow the complainant to resolve this matter by paying a reasonable cancellation fee. We would like to ask the complainant what they feel a reasonable fee would be, considering a new sixty (60) month agreement was entered into by the complainant. I regret that we are not willing to agree to the premature cancellation of the complainant’s agreement without further monetary obligation. However, we believe that this remedy is merited in this situation. I thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]
February 22, 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 Ms. [redacted]: I am in receipt of the complainant’s rejection of our previous response. The complainant states that he does not think he noticed the representatives green shirt, until he was asked the question on the welcome call survey. As previously mentioned, our office was very clear that the complainant was entering into an agreement via the Welcome Call Survey. The complainant has also stated that if our office had presented a paper contract like a “reputable” company he would not have signed up for the services. Our office disagrees with the complainant’s contention that “reputable” companies only use “paper” contracts. Electronic agreements are very common amongst all industries, and a copy of the agreement was emailed to the complainant. Our office was very upfront regarding the terms and conditions of the agreement, and the fact that we our organization is independent of any other alarm company. Our office has not been presented with compelling evidence that will change our position that the complainant’s alarm monitoring agreement should be cancelled prematurely without penalty. We again urge the complainant to send in the requested documentation mentioned in our previous responses as soon as possible so that we may resolve this matter. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
October 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 rejected our previous response stating that he has again contacted our office to schedule an appointment on September 27, 2017, and that the scheduling department was not available to take their call. It appears that our office contacted the complainant on September 29, 2017 and gathered several dates and times to service the complainant. It does appear our office has attempted to reach the complainant since to schedule an appointment. To date, we have not heard from the complainant. We ask that the complainant contacts us at 855-238-4826 to schedule an appointment. 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]
June 27, 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 states that he has had issues terminating his alarm monitoring agreement from our organization and is afraid that he will be locked into his agreement. After reviewing the account, it appears the installation process was never completed. We have terminated the account, and will refund the complainant any monies paid via check. We simply ask that the complainant allow our technician to retrieve the equipment that was installed. Our scheduling office will contact the appointment to make arrangements for this. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
February 9, 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 Ms. [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 her sales representative had promised to terminate the agreement with her previous company. It appears that we were able to speak to the complainant on several occasions, and have requested that she simply send in her final bill with her previous provider, so that our office can review the document. We urge the complainant to send in the requested document as soon as possible so that we may resolve this matter. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home