Fluent Home Ltd

Complaint: [redacted] Hi so I read the message fluent sent to you and tyler who came up to me never told me he was with fluent until the time I agreed to have my system upgraded with cameras thinking they were still my provider adt I honestly don't think he was wearing his badge or shirtJust looked like any cloths anybody would wear For the welcome call he told me what to say I didn't know most of the questions and he (tyler) stricktly told me to say [redacted] because if I didn't there would've been something wrong with the contract and to me basically they were screwing anybody that who is with [redacted] overI will not cancel my original contract with adtI'm happy with them Fluent lied to me right from the start [redacted] I called to have my payment lowered due to the fact I couldn't afford it not knowing I was paying for contracts at the timeFluent is not a good company to deal with they lie and who wants to be with a company that's stealing another's customers that are already happy I would like my refund and my contract cancelled asap please and thanksThanks [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Yes we had our internet provider to do repairs on our tower.? This was done after a terrible? storm we had.? As a result of the storm? everything was blown loose, and our IPSfixed our internet communication only.? This has no bearing on the house monitoring what so ever infact? Fluent is running off our WiFi.? Problems had started to occur about a year after installation.? I have phoned numerous times when the system has gone down.? At one time your staff had worked me thru the problem and we were able to correct the errors.? Yes there have been calls from Fluent, from a Quebec #.? We have nothing to do with this area so we do not answer these calls, and it wasn't until the last person that was at the farm {from Fleunt] that we were told this.? Your rephas told me over the phone that it is our phone lline causing problem, that triggers box to cut out our phone line (so it can't call out), also the our shed was? to far away, that a WiFi extender was to be put in Aug 16th at 1:a.malarm started beeping, and as of this time Aug 4:P.Mwe have had or calls from Fluent (this is on home phone) >? there has been no one at home, as we both work oyt and don' sit around house? Fluent has been given my cell #, but I have not received no calls on it, since I have ccontacted B.B.B.? Also I have not been credited a free month service but have been given a monthly discount

[redacted] [redacted] [redacted] [redacted] Response of Fluent Home Dear [redacted] : I am in receipt of the complainants rebuttal of our recent responseWe are also in receipt of the Customers request to cancel servicesWe are sorry to hear that the complainant is so dissatisfied, even after our recent service appointmentWe have terminated the complainants account has per his requestThank you for your anticipated review of this matter Very Truly Yours, Tyler HartmanFluent Home

Initial Business Response / [redacted] (1000, 5, 2016/03/30) */ March 30, [redacted] Marketplace Counsellor Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Case # [redacted] Dear [redacted] , My name is Tyler H [redacted] and I am the Director of Customer Loyalty for Fluent Home Ltdam responding to the above referenced matter The complainant has stated that he would like the contract terminated, the last three months that he has paid to Fluent refunded, and that he would like to have confirmation in writing from Fluent Home that these requests have been completed I have reviewed the account, and the complainant has not provided an explanation as to why he believes early termination without penalty is warrantedThe complainant clear wishes for the early termination of the sixty (60) month alarm monitoring agreement entered on August 21, At this juncture, the client may either pay the remaining balance of the alarm monitoring agreement, or find another party to take over the agreement Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) MrH [redacted] Thanks for the quick resolution Marvin

August 22, ? [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B? Regarding:? ? Case Number:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] Responding Party: ? ? ? ? ? ? ? ? ? Fluent Home, Ltd ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home to the Complainant’s Complaint ? Dear Mr***: ? My name is Tyler H [redacted] and I am the Director of Customer Loyalty for Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter? The complainant has requested the premature cancellation of his agreement with our organization without further monetary obligation due to service issues ? We have reviewed the complainants file, and show that the security system was installed by an Authorized Fluent DealerIt appears that the company who installed the system was unable to service the complainant in a timely manner ? Our office has agreed to terminate the alarm monitoring agreement without penaltyWe have confirmed this with the complainant via telephone as well? 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 11731474, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

[redacted] ? [redacted] ? [redacted] ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? [redacted] ? My name is Tyler [redacted] and I am the Director of Customer Loyalty for Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter? We have researched the account, and would like to apologize for any inconvenience the complainant has experiencedOur records show that on June 12, the complainant spoke to our resolutions specialist KileyShe had waived the past due balance, credited an additional two (2) months of monitoring serviceLastly, a service appointment has been booked for July 10, to resolve these issues ? We hope that this resolution will be acceptable to the complainant ? Thank you for your anticipated review of this matter? Very Truly Yours, ? ? ? Tyler [redacted] Fluent Home

January 9, [redacted] Marketplace Counsellor Revdex.com Ave NW Edmonton, AB T5P 0LRegarding: 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 HomeWe thank your office for the opportunity to respond to this matterThe complainant in this case is an ex-employee with Fluent Home whom directly benefited from the sale of the camera system in question Fluent Home agree to terminate the agreement with the complainant, unfortunately, the complainant did not follow the proper instructions to terminate the agreementAfter several threatening email exchanges from the complainant, our office was able to contact the collections agency, and request a letter be sent to the complainant to confirm he cancellation of the collections efforts, and to remove the inquiry from the complainants credit file It is unfortunate that the complainant decided to escalate the matter, when the matter has already been resolvedThank you for your anticipated review of this matterVery Truly Yours, Tyler H [redacted] Fluent Home

Complaint: [redacted] I am rejecting this response because:The business claims that none of my information provided is in the sales contract, which is correct, [redacted] [redacted] ***The sales man sat at our kitchen table guaranteeing that [redacted] Insurance customers save between to 15% with installation of a Fluent home systemThe salesman even had me pull out my home owners policy before signing the contract and he calculated out my cost savings per month, stating "installing a Fluent system actually only costs you x-amount of dollars per month, as we already calculated that your homeowners insurance policy will decrease by x-amount of dollarsThis "guarantee" was why we agreed to put a Fluent system in our home.The offer of lowering our bill by $per month is a far cry from the over $dollars per year we were "guaranteed to recoup back from saving on our homeowners insurance" [redacted] Sincerely, [redacted] ***

October 17, ? [redacted] Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B? Regarding:? ? Case Number:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] Responding Party: ? ? ? ? ? ? ? ? ? Fluent Home, Ltd ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home to the Complainant’s Complaint ? Dear Ms [redacted] ? My name is Tyler H [redacted] and I am the Director of Customer Loyalty Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter? The complainant has alleged that the sales representative told the complainant his security system would work off blue toothThe complainant states that he found this was not the case and his internet bill increased because of the use of his systemHe states that the sales representative never mentioned an increase in charges from his internet providerThe complainant has requested to cancel the alarm monitoring agreement prematurely without penalty, and notified our office of this? Fluent Home has reviewed the account and the system installedThe alarm system communicates to the Central Station via GSM (cellular) signalsWe note that the complainant has a doorbell camera, and DVR camerasBoth of these devices utilize Wi-Fi, to view them remotely on the mobile app/websiteOur office respectfully disagrees with the complainant’s contention that this constitutes the premature cancellation of the alarm monitoring agreementOur organization had no prior knowledge of the stipulations regarding his WiFi provider, nor can we determine if the representative stated that the cameras would specifically work off of Wi-FiIt is highly likely that the conversation was referring to the alarm system communicating with the central station using GSM signalsThe complainant did not request to cancel within the ten (10) day buyer’s right to cancel period, and therefore we advised the customer of his cancellation optionsThis would be to pay eighty percent (80%) of the remaining balance on the agreement, or find another party to take over his agreement ? Our office would be willing to remove the Doorbell Camera, and provide a four-dollar ($4.00) reduction in the monthly monitoring rateThe DVR cameras can also be removed from Wi-Fi, as it has a DVR hub in which the complainant can review security footage without being connected to Wi-FiAlternatively, the complainant is welcome to seek alternate internet providers, who will not increase his monthly bill based on usage? The complainant ? ? I thank your office for the opportunity to respond to this complaintIf you have any questions or comments about the foregoing, please do not hesitate to contact meI thank you for your anticipated review of this matter ? Very Truly Yours, ? ? ? Tyler H [redacted]

Complaint: [redacted] I am rejecting this response because:In hindsight how did Fluent attain my personal information, such as my address and my balance owing with my current provider to buy me out??? Who gave Fluent permission to cut my service to the company I was with? I had no knowledge of this till they informed there was a problem.? Fluent broke their end of the contract by not sending out my buy out check in the time they saidIt was said in the email a check was sent out January 16,2017,I was to receive it the beginning of NovIt took the company that long to realize a check was not sent and or cashed!I was double billed for months and spoke with Brook H [redacted] ,not only did I fax copies I emailed copies of my bank statements showing this.I do not want to deal with a company who is so sneaky and underhanded with the general public Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Better Business Bureeau of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Case # XXXXXXX Dear [redacted] My name is [redacted] and I am the Director of Customer Loyalty for Fluent Home and I would like to take this opportunity to respond to your comments and concerns regarding your agreement with Fluent HomeI would initially like to thank you for allowing our organization the opportunity to respond to the complainants issues and concerns I want to provide you with our assurance that we have devoted the necessary time to properly and comprehensively review the entire chronological history regarding the accountThis review includes but is not limited to a review the notes and recorded telephone calls associated with the complaint With that said, I shall attempt to respond to your individual concerns in no particular order Activation Fee The complainant has expressed that position that they believed the sales representative had 'pigeon holed' them into paying an activation fee in the amount of three hundred dollars ($300.00)I am initially compelled to respectfully disagree with this statementSpecifically, I have reviewed the account and I have determined that the activation fee was actually one hundred and ninety-nine dollars ($199.00) and not the amount of three hundred dollars ($300.00)In addition, the payment of the activation fee was divided into three (3) separate payments for the complainants convenience The matters pertaining to the activation fee were discussed and agreed to during the "Welcome Call" SurveySpecifically, our organization performs a detailed "Welcome Call" survey with all of our new customers when they are entering into an agreement with our organizationThis survey is telephonic, recorded and takes place between the customer and a representative from our call centerIn this survey, the customer is asked a series of questions to insure that the customer understands his/her rights and obligations under their agreementWith respect to the activation fee, the complainant was asked about this fee during the "Welcome Call" surveyAt this time, the complainant acknowledged their understanding of the amount of the activation fee as well as the fact that it would be divided into three (3) paymentsEach activation fee payment was in the amount of sixty-six dollars and thirty-three cents ($66.33)As these matters were fully explored and acknowledged during the "Welcome Call" survey, I must respectfully disagree with the assessment that the complainant was in some way pressured into an activation fee in the amount of three hundred dollars ($300.00) Equipment Issues I would like to take this opportunity to respond to the complainants comments regarding the equipment which was installed in their homeI need to advise, that the only item of equipment which requires an external power source is the Honeywell Panel and DVR camera kitThe reason for this requirement is because these items of equipment must have a constant power source in order to function properly and reliably With respect to the matter of the location of the cameras, I wanted to advise your office of the following: While our technicians possess the requisite degrees of expertise in their fields of home security and automation, they will still inquire of the customers as to the preferred location for the installation of the camerasThe reason for making inquiry of the customer is because customers will generally have a superior knowledge regarding their premises as well as preferences concerning the areas they wish to see monitoredLastly, our technicians are always seeking to minimize or avoid unnecessary damage to the property It is my understanding that the primary reason the complainant is seeking to cancel the agreement with our organization is because of the fact that the cameras must be plugged into an external power source such as an A/C outletIt is my understanding that in the complainants situation, the only available A/C outlet was located on the exterior of their shopAs a result, this would be able to be unplugged by an unauthorized individual at any timeWhile we certainly understand this concern, the current situation renders the only option currently available would be to find a way to power the camera from the outside as there are no interior A/C outlets located in the shop At this juncture, I would like to renew the offer which had been presented to the complainant by our Customer Loyalty Manager which is as follows: In an effort to assist the complainant with their situation, we wanted to advise that our office is most willing to explore the possibility of our organization covering the cost associated with retaining a certified electrician to install a power outlet on the inside of the shop to enable our office to run the power cables from the cameras to the interior of the shopWe believe this will directly address the concern regarding unauthorized individuals deliberately powering down your cameras For the reasons stated in this response, we respectfully do not believe that the premature cancellation of the agreement without further monetary obligation is meritedHowever, although we do not believe cancellation to be an appropriate remedy, we are committed to working with the complainant in an effort to find an alternative resolution to this matter I thank you for your anticipated review of this matter Very Truly Yours, [redacted] Fluent Home

Complaint: [redacted] I am rejecting this response because: After reading Tyler's response I realize that fluent still things they're in the right.? hadnt mentioned I worked for the company years ago as it shouldn't matter.? I did not threaten anyone in fact my wife was threatened numerous times by fluentscollection agencyWe sent in four cancellations email, mail, faxes which? can be confirmed by fax confirmationsThese cancellations were received by fluentand either ignored or accidental discardedRegardless, I find it difficult to see? Tyler's point of view that we were incorrectly cancellingFinally I am not just askingfor the collections removalA letter must be sent to [redacted] and [redacted] ? to have these removed otherwise they stay on the credit file, which is unjust? and unacceptableI had requested this from tyler and he refusedHis response to theRevdex.com also shows they have not messaged [redacted] or [redacted] to repair their mistake.? Again all were requesting is this letter to [redacted] and [redacted] to fully repair fluents? inept handing of the situationThank you.? ? Sincerely, [redacted]

March 2, ? [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B? Regarding:? ? Case Number:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] Responding Party: ? ? ? ? ? ? ? ? ? Fluent Home, Ltd ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home to the Complainant’s Complaint ? Dear Mr***: ? My name is Tyler H [redacted] and I am the Director of Customer Loyalty for Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter? The complainant has requested the premature cancellation of his agreement with our organization without further monetary obligation I have had the opportunity to review the accountUltimately, it was not the intention of our office to sign the complainant into two (2) agreementsOur office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organizationDuring 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.? I did listen to the call, and when we asked the complainant if they had an existing security system in the homeThey stated, “yes”When asked if that system was currently being monitored, the complainant answered, “no” We are unsure as to why the complainant elected not to inform our office of his previous providerIf this information would have been divulged, a series of follow up questions would have occurred, and prevented the account from installation The complainant has expressed his concerns regarding his representative, and expressed his desire to no longer do business with our organizationWe will agree to terminate the agreement without penalty? I thank your office for the opportunity to respond to this complaintIf you have any questions or comments with regard to the foregoing, please do not hesitate to contact meI thank you for your anticipated review of this matter ? Very Truly Yours, ? ? ? ? Tyler H [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] ***

[redacted] ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? My name is Tyler [redacted] ? and I am the Director of Customer Loyalty for Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter? We have researched the account, and it appears the sales representative informed our office that the account was to be suspended for a twelve (12) month periodApparently there has been a miscommunication regarding this matterWe have terminated the account, and submitted a check refund in the amount of one hundred seventy eight dollars and forty-eight cents ($178.48)The refund will be sent to the address provided in this complaintWe will consider this matter closed at this juncture ? Thank you for your anticipated review of this matter? Very Truly Yours, ? ? ? Tyler [redacted] Fluent Home

Complaint: [redacted] I am rejecting this response because:The company has not returned the payment they posted on my chequing accountThey took the payment only three days after the signing (Monday after a Friday), yet days after cancelling the contract, I still have not received a refund.I still do not know how they got my chequing information, eitherI did not give it to the rep who called at my doorIf they got it from my [redacted] contract, isn't that "proprietary" information that they claim they don't have?They also haven't addressed the lies they used to get me to sign a contract (savings that were not there) Sincerely, *** [redacted]

? Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11731474, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

April 3, ? [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B? Regarding:? ? Case Number:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] Responding Party: ? ? ? ? ? ? ? ? ? Fluent Home, Ltd ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home to the Complainant’s Complaint ? Dear Mr***: ? My name is Tyler H [redacted] and I am the Director for Customer Loyalty Fluent Home LtdI am in receipt of the complainants most recent correspondence, and I greatly appreciate your office affording our organization the opportunity to respond to this matter? The complainant has requested the premature cancellation of the alarm monitoring agreement with our organization without further monetary obligationThe complainant has admittedly stated that she is refusing to work with Fluent Home on this matterIt is unfortunately that this is the caseI have reviewed the documents forwarded to in the most recent communications, and have not found anything to persuade our office to change our position regarding this matter? Regardless of the circumstances, we have verified that the check mailed to the complainant on January 16, 2017, was not cashed, and have offered to do an ACH transfer ? Our office is still willing to work with the client, and conduct an ACH transfer to the client in the amount of two hundred forty dollars and zero cents ($240.00), and waive the past due balance that is on the account as of this date March 24, ? If the complainant would like to terminate the account, they may find another party to take over the agreement, or pay the balance of contract ? I thank your office for the opportunity to respond to this complaintIf you have any questions or comments about the foregoing, please do not hesitate to contact meI thank you for your anticipated review of this matter ? Very Truly Yours, ? ? ? Tyler H [redacted]

[redacted] ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home ? Dear [redacted] : ? My name is Tyler Hartman and I am the Call Center Director for Fluent HomeWe thank your office for the opportunity to respond to this matter.? The complainant has stated that he had an issue with his cameras shortly after installation, and that it would take a little more than one week for a technician to attend for repairs? I have reviewed the account, our organization provided the complainant with system downtime, although we are still within our seven (7) day service guarantee? Thank you for your anticipated review of this matter? Very Truly Yours,? Tyler Hartman Fluent Home?