Fluent Home Ltd

[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 that this account was sold by an authorized dealer of Fluent Home who was responsible for the servicing of the complainants accountWe are sorry to hear about the issues that have transpired so far? Our office will agree to terminate the alarm monitoring agreement without penalty effective July 25, A refund in the amount of two hundred twenty nine dollars and ninety-five cents ($229.95) which is equivalent to four (4) months of monitoring service ? Thank you for your anticipated review of this matter? Very Truly Yours, ? ? ? Tyler [redacted] Fluent Home

Hello,Our office communicated with the complainant yesterday, and explained that the collections agency would handle the removal of the inquiry on the credit reportThis has been explained to the complainant? on two (2) occasions nowIt has also been explained that the collections agency will be sending a confirmation letterThe complainant has been advised to contact our office, if the letter does not reflect this.Thank you for your anticipated review of this matterVery Truly Yours,Tyler H [redacted] Fluent Home

Complaint: I am rejecting this response because:When reviewing the Revdex.com's dealing with Fluent Alarm System's Ltd the opening paragraph states: "On April 30, Revdex.com contacted Fluent Home about a pattern of consumer complaintsThe issues raised by consumers were:- issues with the product, not properly installed or working.? - issues with contracts and having to pay out their terms of the contract or continue making payments when there are several issues with the product and noresolution to fix the issues."This was years agoIn further reading other customer's experiences with Fluent, there appear to be pages and pages of the identical complaintfaulty products, constant problems and system failures and an unresponsive customer serviceMrH [redacted] 's response to the Revdex.com has been the one and only time we have been able to get? any? response from Fluent since our initial complaint and request for the termination of our contract.? Furthermore, on Fluent's Facebook page the countless complaints and reviews continue to show a pattern of misrepresenting the service offered, by selling a defective product, charging customers a premium and refusing to release customers from their contracts, when they, I believe, are in breach of the very contract they hold their disappointed, frustrated customers to by continually failing to uphold the terms of service of their contract and promised product.The unprofessionalism shown by rude, sarcastic Fluent customer service representatives carries through to this example of not being able to reach MrH [redacted] or anyone in the company with the capacity to help us or even speak to, until a Revdex.com complaint was made.? MrH [redacted] 's stance that as Fluent customers we should have called each time there was an issue with the system is unrealistic, as we would have, quite literally, been calling each day to report the day's system failure or other problematic issues.This is a proven and unending issue perpetuated by Fluent across the board.We were sold a defective product and would like to be released from our contract as a result? Thank you,? [redacted] ***? Sincerely, [redacted] ***

January 27, [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 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 complainantOn January 18, 2018, a Fluent Home technician reinstalled the alarm system and performed a full system checkWe have waived any past due balance the complainant had, and will ensure no negative remarks will be left on her credit reportWe have reached out to the complainant by telephone, and email to ensure her satisfaction, however we have not heard back from the complainantOur 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]

March 30, [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 HomeWe thank your office for the opportunity to respond to this matter The complainant has alleged that our representative lead him to believe that our representative was from his previous alarm company, and that he signed with Fluent, not realizing he would be paying for two (2) separate alarm monitoring agreementsThe complainant has stated that he has now switched back to his previous providerThe customer has asked for the premature cancellation of the alarm monitoring agreement without penalty, and a full refundThe client began service with Fluent on August 30, 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 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 responseDuring 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 ownThe complainant acknowledged his understanding of this obligationDuring the survey, the complainant advised our office that the reason that he had elected to change to Fluent was because of the “lower bill”The customer at no time mentioned that any comments had been made about his previous security provider going out of businessThe “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so Upon reviewing the notes on file, it appears that our organization has also made accommodations for the complainantThe complainant had previous told our organization that he was having trouble affording our servicesIn which case, our office waived his past due balances, and even lowered his monthly bill by six dollars ($6.00) a monthWe are unsure as to why the complainant is just now stating that he is under contract with Fluent, and his previous provider The complainant has stated that he has since moved his service back to his previous providerWe encourage the customer to terminate their service, as a contract has been in place with Fluent Home since August 30, and he agreed to continue with our services in January in exchange for a lowered monthly rate, and the waiving of his past due balance Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative, and does not agree to cancel the agreement prematurely without penalty Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

Initial Business Response / [redacted] (1000, 15, 2015/09/30) */ [redacted] @edmonton.Revdex.com.org September 29, [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta XXXXX XXX Avenue Edmonton, AB T6E 4B Regarding: Case Number: XXXXXXX Responding Party: Fluent Home, Ltd(formerly "Titan Alarm Ltd.") Date of Complaint: September 9, 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 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 homeHer complaint does not reference the fact that she recently movedHowever, 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]

Initial Business Response / [redacted] (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

Complaint: [redacted] I am rejecting this response because: After reading Tyler's response I realize that fluent still things they're in the righthadnt mentioned I worked for the company years ago as it shouldn't matterI 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 mistakeAgain all were requesting is this letter to [redacted] and [redacted] to fully repair fluents inept handing of the situationThank you Sincerely, [redacted]

December 1, [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 HomeWe 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 companyThe complainant states that this did not happen, and that they were sent to a third-party collections agency by their previous alarm companyThe 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 understandSpecifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter 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 agreementThe 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 affirmativelyThe complainant was asked if the representative made any promises or commitments that were not printed or written on their monitoring agreementThe complainant stated “No”The complainant was also asked whether they had an existing security system in the homeThe 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 saleThe complainant brought this matter to our attention in October 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 providerI 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, On November 15, 2016, the complainant contacted our office stating that she had not received the reimbursementIt is still not clear whether or not the complainant has received the check that was mailedWould 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 penaltyOnce our office was made aware of the complainant’s issues, we took action to rectify the situationIf 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 checkThank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

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.)

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Number: *** Response of Fluent Home Dear *** ***: My name is Tyler *** 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 *** Fluent Home

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Number: *** Response of Fluent Home Dear *** ***: My name is Tyler H*** 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 have a final bill with their previous company, and that they are being charged $1,to terminate their previous agreementThe complainant would like to be reimbursed for this amount, or their agreement terminated with Fluent Home Our records indicate, that back in September, we had requested the complainants final bill be faxed into our office for our reviewWe would request that the complainant fax or email this documentation to our office for review, as it does not appear we received the previous fax the complainant states was sentOur fax number is ***Our email address is *** We certainly wish to resolve this with the complainant, and will ensure the complainant is not in contract with two (2) alarm security providers Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

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*** *** *** My name is Tyler *** 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 properlyI 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 *** Fluent Home

Hello,Our office communicated with the complainant yesterday, and explained that the collections agency would handle the removal of the inquiry on the credit reportThis has been explained to the complainant on two (2) occasions nowIt has also been explained that the collections agency will be sending a confirmation letterThe complainant has been advised to contact our office, if the letter does not reflect this.Thank you for your anticipated review of this matterVery Truly Yours,Tyler H***Fluent Home

September 21, 2017 *** *** ***
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*** ** *** *** Regarding: Case Number: ***Responding Party:
Fluent Home, Ltd. Response of Fluent Home to the Complainant’s ComplaintDear *** ***: My name is Tyler H*** 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, *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** 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 provider. Our 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 circumstances. I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.Very Truly Yours, Tyler H***Fluent Home

Complaint:
I am rejecting this response because:When reviewing the Revdex.com's dealing with Fluent Alarm System's Ltd the opening paragraph states: "On April 30, Revdex.com contacted Fluent Home about a pattern of consumer complaintsThe issues raised by consumers were:- issues with the product, not properly installed or working. - issues with contracts and having to pay out their terms of the contract or continue making payments when there are several issues with the product and noresolution to fix the issues."This was years agoIn further reading other customer's experiences with Fluent, there appear to be pages and pages of the identical complaintfaulty products, constant problems and system failures and an unresponsive customer serviceMrH***'s response to the Revdex.com has been the one and only time we have been able to get any response from Fluent since our initial complaint and request for the termination of our contract. Furthermore, on Fluent's Facebook page the countless complaints and reviews continue to show a pattern of misrepresenting the service offered, by selling a defective product, charging customers a premium and refusing to release customers from their contracts, when they, I believe, are in breach of the very contract they hold their disappointed, frustrated customers to by continually failing to uphold the terms of service of their contract and promised product.The unprofessionalism shown by rude, sarcastic Fluent customer service representatives carries through to this example of not being able to reach MrH*** or anyone in the company with the capacity to help us or even speak to, until a Revdex.com complaint was made. MrH***'s stance that as Fluent customers we should have called each time there was an issue with the system is unrealistic, as we would have, quite literally, been calling each day to report the day's system failure or other problematic issues.This is a proven and unending issue perpetuated by Fluent across the board.We were sold a defective product and would like to be released from our contract as a result Thank you, *** ***
Sincerely,
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*** *** *** *** Response of Fluent Home Dear *** ***: 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.Nov had failed faxes to FluentScanned and emailedNov was able to faxNov got vall from Fuent to my wife for a signature regarding caancelling contractNov payment was made to Fluent from bankHave not had any further contact from FluentWaiting to see in Dec regarding payment from bank
Sincerely,
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*** *** *** My name is Tyler *** 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 can confirm a sixty (60) month agreement was sold by an authorized Fluent Dealer in Our office will honor the complainants request to cancel effective immediatelyWe did want to correct the client, and state that the maximum contract term in Nova Scotia is three (3) years, not two (2)Our office has also put measures in place to prevent this type of mistake from happening in the futureWe wish the client the best We hope that this resolution will be acceptable to the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler *** Fluent Home

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*** *** *** My name is Tyler *** 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 *** Fluent Home