Fluent Home Ltd

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] [redacted]. The sales man sat at our kitchen table guaranteeing that [redacted] Insurance customers save between 10 to 15% with installation of a Fluent home system. The 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 dollars. This "guarantee" was why we agreed to put a Fluent system in our home.The offer of lowering our bill by $10 per month is a far cry from the over $300 dollars per year we were "guaranteed to recoup back from saving on our homeowners insurance".  [redacted] [redacted] [redacted]
Sincerely,
[redacted]

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

January 11, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 11890453 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 Call Center Director for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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. It is the complainant’s contention that he is currently paying fees on two (2) agreements which is resulting in financial challenges. The adult children of the complainant appear to have assisted with the complaint and have expressed their concerns and opinion that their eighty-one (81) year old father was taken advantage of.   I wanted to initially advise your office that Fluent Home will agree to the request of the complainant that his agreement with our organization be cancelled prematurely without further monetary obligation on the exclusive condition that our office be afforded access to the complainant’s home to remove and retrieve our equipment. We arrived at this decision after consideration of numerous factors including but not limited to the age of the complainant as well as the expressed concerns in the complaint.   I did want to bring to the attention of your office although this account was established in July, none of the issues concerning this account were brought to our attention until December, approximately six (6) months later. In addition, when our office was made aware that the complainant was paying for two (2) security service providers, our office offered to pay the balance due to the other security service provider to financially assist the complainant. This offer was refused.   I thank your office for the opportunity to respond to this complaint. 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]

March 10, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Mr. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I greatly appreciate your office affording our organization the opportunity to respond to this matter.   The complainant has alleged that his ex-girlfriend was fraudulently added to the Alarm Monitoring agreement, and that our office claims that the account has gone to collections. The complainant states that he was never informed that payments were not being withdrawn from the account. [redacted]   I have had the opportunity to review the account. Our office made numerous phone calls to the complainant, and had also sent invoices, and letters explaining payments were not being received. These documents were sent to the billing address on file. The complainant has stated that his ex-girlfriend should not have been added to the account, however our records show a signature from both parties on the Alarm Monitoring Agreement. We can only recommend that the complainant contacts our office to make payment arrangements. Our office would be willing to waive the reinstatement fee as a good faith effort to resolve this complaint. I thank your office for the opportunity to respond to this complaint. 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]

Initial Business Response /* (1000, 8, 2015/05/13) */
May 13, 2015
[redacted]
Senior Marketplace Counsellor
Revdex.com Complaint Department
Revdex.com of Central and Northern Alberta
XXXXX XXX Avenue
Edmonton, AB T6E 4B9
Regarding: Case Number: ...

XXXXXXX
Responding Party: Fluent Home, Ltd. (formerly "Titan Alarm Ltd.")
Date of Complaint: April 21, 2015
Response of Fluent Home to the Complainant's Complaint
Dear Cordell Nouch:
My name is [redacted] and I am the Call Center Director for Fluent Home Ltd. (formerly "Titan Alarm, Ltd."). I am responding to the above-referenced matter on behalf of Fluent Home. I greatly appreciate your office affording our organization the opportunity to respond to this matter.
The complainant has requested that his complaint be resolved by our organization repairing his system, providing one (1) year of free service, and cancelling any past due amounts. Our office has reviewed the complainant's complaint, the account history as well as his desired resolution extensively. We are willing to agree to some of the requested aspects of the resolution but not all of them. We will state our proposed resolution at the outset and then explain our reasons in the ensuing paragraphs of this response.
Our office is willing to send a technician to the complainant's home to look at his system. We are also willing to waive the complainant's past due balance provided that he is willing to pay a reinstatement fee of two hundred dollars ($200.00). We are, however, not willing to offer a year of free service.
The reasons for our position are as follows: The complainant has claimed in conversations with our office that we failed to properly address the issues with his system. We respectfully dispute this claim. The complainant was upgraded to our Security plus GSM package on the date of October 23, 2013. The complainant participated in a proactive survey on the date of October 27, 2014 during which time the complainant did not express any issues or concerns. On the date of November 17, 2014, the complainant contacted our office regarding certain issues he was experiencing with the panel. Our technician support team assisted him over the telephone.The complainant contacted our office regarding issues he was having issues with a zone. Our office offered to delete the zone as well as to send a technician to the complainant's home to look at his system. The complainant refused this offer. On the date of November 24, 2014, our office again offered to send a technician to her home, to have two (2) months of free service and to have his contract term reduced. The complainant refused these offers as well.
We respectfully believe that our offer of resolution is fair and reasonable under the circumstances. We thank your office for the opportunity to respond to the complaint and for your anticipated review of this matter.
Very Truly Yours,
[redacted]

Initial Business Response /* (1000, 5, 2016/03/28) */
March 28, 2016
[redacted]
Dear [redacted],
My name is [redacted] and I am the Director of...

Customer Loyalty for Fluent Home Ltd. am responding to the above referenced matter.
The complainant states that he had spoken to our office to cancel a service appointment to have to cameras installed. The customer had agreed to pay for these cameras, and a payment was scheduled for the date of the service appointment. The customer later decided that he did not want the equipment installed, and cancelled the service appointment.
Upon researching the account, we note that the appointment to have additional equipment installed in the complainant's residence was cancelled. Unfortunately, the payment that was originally scheduled was not terminated, causing the complainant to be charged, when the devices were not actually received. [redacted]
[redacted] The scheduled payment was simply taken in error, when in fact the payment should have been terminated. We should also note, that the funds were wired back to the complainant on the very same day. Please understand, that this error was not a malicious attempt on behalf of our organization to obtain funds from the complainant, and once the error was discovered, we made a special exception to wire these funds back to the complainant.
Our organization regrets that the complainant may have experienced an inconvenience by having these funds withdrawn. However, we respectfully disagree that the complainant should be released from the alarm monitoring agreement without penalty.
The customer has requested to have his overdraft fee reimbursed. Our office has applied a credit of sixty dollars and eighty-nine cents ($60.89). If the complainant's overdraft fee is higher than the amount credited, we simply ask that the customer provides documentation showing the amount of the overdraft fee.
We thank you for your anticipated review of this matter.
Very Truly Yours,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response [redacted], although the funds were wired back to me, this was not done until I told one of your CSRs that I had reported Fluent to the Revdex.com. Until that point I was told a cheque would be mailed out to me and I had no other options. [redacted].

December 1, 2016 [redacted]
[redacted]
[redacted]
[redacted]    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 complaint has stated that in May 2016, they signed with Fluent Home. [redacted] The complainant states that the representative whom they conducted business with offered to reimburse the complainant for the final bill with their previous company. The complainant states that this did not happen, and that they were sent to a third-party collections agency by their previous alarm company. The complainant has requested the termination of their alarm monitoring agreement without penalty.     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 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 asked if the representative made any promises or commitments that were not printed or written on their monitoring agreement. The complainant stated “No”. The complainant was also asked whether they had an existing security system in the home. The complainant answered “Yes”. When we asked the complainant if their security system was being monitored, the complainant said “No”. As such, our office was not aware that the complainant was under an agreement with their previous company at the time of the sale. The complainant brought this matter to our attention in October 2016. Our organization did not want the customer to be stuck in two (2) contracts, and requested that the complainant provide our office with the final bill from their previous provider. I show there were issues receiving the documents, however, once received our office reimbursed the client in the amount of three hundred twenty-one dollars and ninety-two cents ($321.92). This reimbursement was approved a mailed on October 28, 2016. On November 15, 2016, the complainant contacted our office stating that she had not received the reimbursement. It is still not clear whether or not the complainant has received the check that was mailed. Would you please ask the complainant to confirm whether or not this reimbursement was received? Our office respectfully disagrees with the complainant’s request that this situation merits the cancellation of the alarm monitoring agreement prematurely without penalty. Once our office was made aware of the complainant’s issues, we took action to rectify the situation. If the complainant has not received their reimbursement, we will offer to wire these funds to the complainant, and will place a stop payment on our reimbursement check. 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]

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 I. P. S. fixed 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 rep. has 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 1:30 a.m.. alarm started beeping, and as of this time Aug 24 4:00 P.M. we have had 2 or 3 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.

I accept the terms from Fluent.  They may contact me at my number to arrange removal of their equipment. 
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]

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 shirt. Just looked like any normal 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] over. I will not cancel my original contract with adt. I'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 2 contracts at the time. Fluent 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 thanks. Thanks [redacted]

August 22, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Mr. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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 Dealer. It 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 penalty. We 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

September 21, 2017 [redacted]Marketplace CounsellorRevdex.com Complaint DepartmentRevdex.com of Central and Northern Alberta16102 100 AvenueEdmonton, AB T5P 0L3 Regarding:   Case Number:                 [redacted]Responding Party:  ...

        Fluent Home, Ltd.                    Response of Fluent Home to the Complainant’s ComplaintDear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I greatly appreciate your office affording our organization the opportunity to respond to this matter.The complainant has stated that she has received horrible customer service the past few months, and has had equipment failing. The complainant states that she has sent emails and requested to speak to a manager, but has not received a response. I have reviewed our support inbox, and cannot locate an email from the complainant unfortunately. Is how that in June a sensor had been causing issues, and a technician was sent to attend for repairs. We will be sure to contact the customer to see what issues have been occurring since then. I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.Very Truly Yours,  Tyler H[redacted]Fluent Home

Initial Business Response /* (1000, 10, 2015/11/18) */
November 17, 2015
[redacted]
Marketplace Counsellor
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L3
RE: Case # XXXXXXX
Dear [redacted]
My name is [redacted] and I am the...

Director of Customer Loyalty for Fluent Home, LTD. I am in receipt of your correspondence where the complainant has stated our organization is contacting individuals whom are subscribed to the National Do Not Call List, and the complainant has requested to discontinue receiving calls from our organization.
Fluent Home prides itself in being compliant with solicitation laws in each area that we service. Our lead generation sources ensure the telephone numbers are scrubbed against all Do Not Call Lists. If the complainant would like to provide the number they were contacted at, our office will certainly investigate how their telephone number appeared on our lists, and will ensure it is removed immediately.
If the complainant is not comfortable providing this information, our office certainly understands this. However, we will be unable to conduct an investigation without that information.
Thank you for your anticipated review of this matter.
Very Truly Yours,
[redacted]
Fluent Home, LTD.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

January 27, 2017   [redacted] Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   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 Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I greatly appreciate your office affording our organization the opportunity to respond to this matter.   The complainant has alleged that their system had not been working properly and that she was not able to cancel her account.   Fluent Home has reviewed the account in detail, and believe that we have come to a resolution with the complainant. On January 18, 2018, a Fluent Home technician reinstalled the alarm system and performed a full system check. We have waived any past due balance the complainant had, and will ensure no negative remarks will be left on her credit report. We have reached out to the complainant by telephone, and email to ensure her satisfaction, however we have not heard back from the complainant. Our office believes that the complainants issues have been fully addressed, and are confident we will be able to provide the complainant with the exceptional service expected from Fluent Home.   Thank you for your anticipated review of this matter.       Very Truly Yours,       Tyler H[redacted]

Initial Business Response /* (1000, 10, 2016/02/05) */
February 4, 2016
[redacted]
Marketplace Counsellor
16102 100 Ave
Edmonton, AB T5P0L3
RE: Case # 1658431
Dear [redacted],
My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home and I am responding...

to the above referenced matter.
The complainant in this case states that they signed an agreement with Fluent in September 2014. The complaint states that when our technicians installed our equipment, they did not have the enough security sensors to complete the installation, and they had offered to come back in a few days. The complainant states that the technicians never returned to complete the installation. The complainant stated they received one (1) voicemail from these individuals when they were gone. The complainant states that "life got busy" and they had forgotten about these devices.
Initially, I wanted to advise you that with respect to the equipment and zones which are installed on your premises, you have most definitively been receiving the services that are described in your agreement. Second, we respectfully do not believe that you have afforded our organization a reasonable opportunity to install the other devices at your premises. I would point out to you that as part of our procedures with our customers, we perform both a pre and post installation survey of all of our customers. What is pertinent to this matter is the post-installation survey. Specifically, during this survey, we make inquiry regarding the customer's satisfaction or lack thereof with the manner in which the installation was performed. In your situation, you indicated a level of satisfaction with the performance of the installation.
I have performed an extensive review of the complainants entire account including but not limited to the notes we have on file. There was an indication that the complainant might be considering adding additional equipment the Saturday following the installation but this was not a definite indication.
Notwithstanding the lack of a definitive statement regarding the addition of new equipment, our office made several attempts to contact the complainant in an effort to conduct a proactive survey to determine how the complainant felt about the installation, products, and services. These attempts were made on the dates of November 20, 2014, November 22, 2014 and November 24, 2014. We never received any communication or acknowledgment back from the complainant in responses to these attempts.
On the date of December 22, 2014, the complainant did contact our organization with a request to protect their shop. We responded to the complainants call on the date of December 23, 2014 indicating that we would be able to install four (4) dws, one (1) motion sensor and one (1) smoke detector. We did not hear a response from the complainant regarding this.
Our organization is still willing to provide these items to the complainant. On February 4, 2016 our office spoke to the complainant who had agreed to allow our office to install the requested devices.
Thank you for your anticipated review of this matter.
Very Truly Yours,
Tyler H[redacted]
Fluent Home

Initial Business Response /* (1000, 15, 2015/09/30) */
[redacted]@edmonton.Revdex.com.org
September 29, 2015
[redacted]
Marketplace Counsellor
Revdex.com Complaint Department
Revdex.com of Central and Northern Alberta
XXXXX XXX Avenue
Edmonton, AB T6E 4B9
Regarding: Case Number: ...

XXXXXXX
Responding Party: Fluent Home, Ltd. (formerly "Titan Alarm Ltd.")
Date of Complaint: September 9, 2015
Response of Fluent Home to the Complainant's Complaint
Dear [redacted]
My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I greatly appreciate your office affording our organization the opportunity to respond to this matter.
The complainant has stated in her complaint that she wishes to cancel her agreement with our organization prematurely based upon her indication that she has very poor cell phone service in her area, and, as such, is not able to have an effective wireless alarm security service at her home. Her complaint does not reference the fact that she recently moved. However, with that said, notwithstanding the fact that the complainant has not permitted our office the opportunity to make further a further attempt to get the system to function properly, we will agree to cancel her agreement at this time provided that she arrange to mail the equipment back to our office.
I thank your office for the opportunity to respond to this complaint.
Very Truly Yours,
Tyler H[redacted]

Hello,It appears that a check in the amount of $508.17 has already been approved and mailed. We have submitted another request for a check in the amount of $359.71 to be mailed which will total the $867.88 the customer is expecting.When the complainant receives the reimbursements, we ask that he contacts us to schedule the removal of the equipment. Thank you.

March 2, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Mr. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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 account. Ultimately, it was not the intention of our office to sign the complainant into two (2) agreements. 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. I did listen to the call, and when we asked the complainant if they had an existing security system in the home. They 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 provider. If 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 organization. We will agree to terminate the agreement without penalty.   I thank your office for the opportunity to respond to this complaint. 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]