Fluent Home Ltd

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ February 2, [redacted] Marketplace Counsellor Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0L RE: Case # XXXXXXX 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 in this case states that they were told they would receive a refund, and want to ensure they receive their money back I would like to inform your office and the complainant that check number XXXXX in the amount of $was mailed on November 12, It appears that the check did not arrive, and we can only assume the check was lost in the mail On January 14, check number in the amount of $was mailedThe complainant needs to allow 3-weeks for the check to arriveIf the complainant does not receive the check in this time frameI invite the customer to contact me directly by email ( [redacted] @myfluenthome.com) and our office will arrange for a wire transfer of the funds to their bank account 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]

Complaint: [redacted] I am rejecting this response because: Typically, cancellation notices are provided in terms of business days and not calendar daysI assumed in agreeing to days that these were business days and not calender daysThis was not made explicitly clear in the discussion with the sales person and in the follow up telephone conversationFurther, notwithstanding the agreement which I have signed, in speaking to the resolutions department I was told that the six free months of service could not be provided as verbally promised by the salesperson and further reiterated in the followup telephone conversation with the company representative the night of the transactionI was told that only three free months were going to be providedFurther, although I was assured that I would be receiving in writing, via email, that Fluent was going to warranty my equipmentTo this day I have not received any confirmation of thisUntil I receive this confirmation as promised by the resolution department, I cannot trust that any verbal agreement will be respected by this companyI still maintain that coercive sales tactics were used the night of the sale 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 HomeWe thank your office for the opportunity to respond to this matter? The complainant has alleged that our representative lead his wife to believe that our representative was from his previous alarm company, and that Fluent, had taken over the services for their previous provider? We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understandSpecifically, our 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.? The questions included, but were not limited to the following: The complainant was asked if there was an existing security system in the home? 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 responseWe asked the complainant’s wife “Do you understand that Fluent is an independent company, and that we are not owned or affiliated with any other alarm system company or manufacturer?” We also received an affirmative response to this question as wellNotwithstanding these facts, it appears that the complainant no longer wishes to do business with our organizationOur office will agree to cancel the alarm monitoring agreement prematurely without penalty ? I thank you on behalf of Fluent Home for the opportunity to respond to this complaintVery Truly Yours, ? ? Tyler [redacted] Fluent Home

July 25, [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 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 reviewed the account history, and it appears that the alarm system was sold by an authorized dealer of Fluent Home, and that many interactions have taken place between the Customer and the Fluent dealer Fluent Home will agree to terminate the alarm monitoring agreement without penalty, as the Fluent authorized dealer has not provided acceptable service to the complainantWe have submitted a refund in the amount of one hundred twenty-six dollars and forty-eight cents ($126.48) 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]

June 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 [redacted] ***: My name is Brooke H [redacted] an I am a Customer Loyalty Lead 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 [redacted] in has requested the premature cancellation of his agreement with our organization without further monetary obligationI respectfully believe that there may be some confusion regarding this matter only because our records reflect that this account was previously cancelled approximately one (1) week ago on the date of June 14, As such, this should clarify any concern that the complainant has regarding cancellation? ? The complainant has also requested that our office replace his previous alarm security system that he had with another organizationUnfortunately, we are not able to do to this for himIt is not out of a lack of interest in assisting himRather such a reinstallation requires certain proprietary codes and information that we are lacking? ? However, with respect to the return of his Fluent Home equipment, we wanted to offer on behalf of the Fluent Home organization that the complainant is free to either send the equipment back or he can request that our office send someone out to remove and retrieve itIt is our understanding that the primary item of equipment is a ***? chipIf the complainant prefers to send it back, our office is willing to pay the shipping fee ? 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,? ? ? Brooke H [redacted]

[redacted] ? My name is Tyler [redacted] and I am the Director of Customer Loyalty for Fluent Home Ltdam responding to the above referenced matter? The complainant has stated that the system has had numerous problems and is no longer working properly I have reviewed the complainants account history, and note that the system was moved from the complainant’s previous home, into the complainant’s new residenceIt appears the issues began to occur after the complainant moved to their new homePrior to this incident, the system operated correctly for approximately three (3) years? It is clear that the complainant no longer wishes to do business with our organization, and we will honor the request to cancel the alarm monitoring agreement prematurely without penalty? Thank you for your anticipated review of this matter ? Very Truly Yours, ? Tyler [redacted] ? Fluent Home

[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

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]

[redacted] ? ? Regarding:? ? ? ? ? ? ? ? ? ? ? ? Complaint Number:? ? ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home ? Dear [redacted] ***: ? My name is Tyler [redacted] 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 they were charged $from a verbal quote, that the product is inoperable, and that our organization will not terminate their agreement prematurely without penaltyThe complainant has asked to be released of their agreement prematurely without penalty, and to receive a refund ? I have reviewed the complainants account, and it appears that there were two (2) cameras that were having issues due to the strain the cameras placed on the complainant’s routerOn September 23, a technician visited the property, came to this conclusionOur office had offered to remove the two (2) cameras that caused the issueIn addition, our office added a router that could better handle the requirements of the camerasA check request in the amount of six hundred and sixty dollars ($660.00) has been submitted and approvedOur office has also credited the complainant one (1) month of monitoring for the inconvenience? Thank you for your anticipated review of this matter ? Very Truly Yours, ? Tyler [redacted] Fluent Home

September 21, [redacted] *** 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 LtdI greatly appreciate your office affording our organization the opportunity to respond to this matter.The complainant has alleged that their sales representative misinformed them, by stating they would receive a $per month discount by having a home security system installedThe customer states that they signed up for the system to receive this discountThe complainant has asked to receive a discount on their account, [redacted] We have reviewed the complainants account history, and can find nowhere in writing where the representative promised this type of savingsOften times, insurance companies will provide a discount for having an alarm system, however this discount varies with each insurance providerOur office cannot confirm the complainants allegations, however we would like to make a good faith effort to resolve the complainantOur office will agree to discount their monthly bill for each account by ten dollars ($10.00) per monthWe feel this offer is more than fair considering the circumstancesI thank you on behalf of Fluent Home for the opportunity to respond to this complaint.Very Truly Yours, Tyler H [redacted] Fluent Home

August 16, ? [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 [redacted] and I am the Director of Customer Loyalty for 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 on his allegation that Fluent is not monitoring or doing what the contract requirements are ? We have reviewed the account, and it appears that the complainant has had his internet service provider to do repairs to his systemIt was at this point, that the system stopped communicatingI see that our office has made several attempts to reach the complainant to resolve his concernsUnfortunately, the complainant has not returned our callsI have credited the account a free month for the inconvenience, but would like to encourage the complainant to return our calls ? 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 [redacted]

September 21, 2017? [redacted] ***Marketplace CounsellorRevdex.com Complaint DepartmentRevdex.com of Central and Northern AlbertaAvenueEdmonton, 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 LtdI 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 failingThe 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 unfortunatelyIs how that in June a sensor had been causing issues, and a technician was sent to attend for repairsWe 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 / [redacted] (1000, 8, 2015/09/29) */ [redacted] @edmonton.Revdex.com.org September 29, [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B Regarding: Case Number: XXXXXXX Responding Party: Fluent Home, Ltd(formerly "Titan Alarm Ltd.") Date of Complaint: September 11, 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 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 claimant in the instant matter is alleging that her sales representative advised her that she would be able to cancel her agreement with our organization in the event that she was to relocate to a rental unit during the term of her agreement which the complainant entered into on the date of May 12, As such, the complainant is seeking to cancel the agreement prematurely without further monetary obligation We respectfully disagree with the complainant in the sense that this is not consistent with our company's policy regarding the relocation of an account holder during the term of an agreementIn addition, our office makes a point of asking individuals during their initial contact with the company whether the sales representative has made any promises or commitments which are not reflected on the written agreement and this was not mentioned by the complainant With that said, we would like to attempt to assist the complainant in this matter and afford by offering to provide the complainant with an offer to resolve this matter with a reduced settlement in the amount of five hundred dollars ($500.00) to resolve this matter in its entiretyThis amount would constitute greater than a fifty percent (50%) discount on the balance remaining on the account We thank your office for affording our office the opportunity to respond to this matter Very Truly Yours, Tyler H [redacted]

? Complaint: [redacted] I am rejecting this response because:I initially filed the complaint based on "technical issues"My issue is with the poor quality of equipment that they have used, but also based on the poor customer service and follow up from FluentThe equipment didn't even work for a dayI was guaranteed that I would have a fully functional security system before I went on holidaysThat's why I went with Fluent instead of [redacted] They made promises and did not deliverThe installer showed up late and rushed through his job, and nothing was done to make it rightThere was no notification ahead of time of their "day policy", and they are definitely dragging it out to the maximumI am not happy with the equipment or the service from FluentPromises were made but not delivered onTerribly unprofessional.? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/11/18) */ November 17, [redacted] Marketplace Counsellor Revdex.com of Central and Northern Alberta XXXXX XXX 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, LTDI 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 serviceOur lead generation sources ensure the telephone numbers are scrubbed against all Do Not Call ListsIf 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 thisHowever, 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 / [redacted] (2000, 12, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

March 24, ? [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 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 obligationInitially, we would like to state that Fluent will comply with the complainant’s request? We have reviewed the account, and it appears there was a significant delay in receiving a written request to cancel services from the complainantHowever, per the complaint, and our internal notes, it appears that the complainant was in fact waiting on a document from our officeI am not able to confirm whether the document the complainant at this time, but will continue to investigate that internally ? We ask that the complaint accept this response as official cancellation confirmation from Fluent Home effective March 24, Any past due balance has been forgiven? 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]

Initial Business Response / [redacted] (1000, 5, 2016/03/28) */ March 28, RE: Case # [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 the security system does not work, and that the service is unreliableThe customer has requested to cancel her services Upon reviewing the account, it is clear that the complainant no longer wishes to do business with our organization Our office will agree to terminate the alarm monitoring agreement without penalty, provided the complainant allows our technicians to remove the equipment installed in the home Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no issues giving back the alarm equipment! As long as I have something in writing stating the cancellation without penalty Thanks

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 their system has been experiencing failures since the installation of the alarm system, and has requested the premature cancellation of the alarm monitoring agreement without penalty Fluent Home has reviewed the account and finds the allegations from the complainant difficult to understandThere were only a few service issues on the accountOne from October 2016, in which the complainant stated their deadbolt was having issues, as was their doorbell cameraWe dispatched a technician who swapped out the lock, and was able to ensure operation of the doorbell cameraThe second service issue was reported approximately a week after our technician attendedThe complainant stated she was unable to operate the door lock from her mobile app, and the doorbell camera was picking up too much motionA change to her user settings were made, and the target size on the camera was adjusted so not as many clips were being capturedoptionsThis would be to pay eighty percent (80%) of the remaining balance on the agreement, or find another party to take over his agreementWe do acknowledge that there was one (1) appointment that a technician did not show up to, however the customer was credited for this, and the appointment was re-bookedThe complainant reported an issue in March about her control panel not disarming when the door was unlockedWe showed the complainant how to adjust these settings through the application In August 2017, the complainant contacted our office to advise that they would be moving, and that she would like someone to walk her through the process to uninstall the alarm systemThe customer also inquired about purchasing another camera On September 30, 2017, the complainant called in to request to cancel the services, alleging that the security system had never worked and that she wanted the account closed We do not feel that it is fair to state the system has never worked properly, when we can clearly see that the complainant has been utilizing the system for over a year, with minimal issues We would like to offer to relocate the system to the complainant’s new address at no charge to the complainantIf the complainant wishes to terminate the alarm monitoring agreement at this time, they will need to pay eighty percent (80%) of the remaining balance, or find someone to take over the system Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted]