Fluent Home Ltd

February 8, 2017*** ***Marketplace CounsellorRevdex.com Complaint Department Revdex.com of Central and Northern AlbertaAvenueEdmonton, AB T6E 4B9Regarding: Case Number:
***Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s ComplaintDear Mr***:My name is Tyler H*** 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 obligationThe complainant has expressed his concerns regarding his cameras not functioning properly, and has reported issues with his door lock.I have reviewed the account and it appears that the customer was installed by one our authorized dealersAccording to our records, the customer has accepted a service appointment for February 20, to review these issuesOur past service tickets indicate low internet speeds, which may be contributing to some of these problemsA credit has been applied to the account in the interimI 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 matterVery Truly Yours, Tyler H***

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I have reviewed the response made by the business ** *** ** *** ** *** and find that this resolution is satisfactory to me
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I have reviewed the response made by the business ** *** ** *** ** *** and find that this resolution is satisfactory to me
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September 26, *** ***
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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 had a Fluent representative come to their door and sign them a new contract with themThe complainant was under the impression that their original contract with Fluent Home would be terminatedThe complainant then wanted to terminate their new agreement Although our organization never terminated their original contract, it is clear the complainant no longer wishes to do business with our organizationWe have terminated both contracts without further penalty Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

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I have reviewed the response made by the business in reference to complaint ID 12844170, and find that this resolution is satisfactory to me
Sincerely,
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Complaint: ***
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***,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,
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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

Initial Business Response /* (1000, 10, 2016/02/05) */
February 4,
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Marketplace Counsellor
Ave
Edmonton, AB T5P0L
RE: Case #
Dear *** ***,
My name is Tyler H*** 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 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 daysThe complainant states that the technicians never returned to complete the installationThe complainant stated they received one (1) voicemail from these individuals when they were goneThe 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 agreementSecond, we respectfully do not believe that you have afforded our organization a reasonable opportunity to install the other devices at your premisesI 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 customersWhat is pertinent to this matter is the post-installation surveySpecifically, during this survey, we make inquiry regarding the customer's satisfaction or lack thereof with the manner in which the installation was performedIn 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 fileThere 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 servicesThese attempts were made on the dates of November 20, 2014, November 22, and November 24, 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 shopWe responded to the complainants call on the date of December 23, indicating that we would be able to install four (4) dws, one (1) motion sensor and one (1) smoke detectorWe did not hear a response from the complainant regarding this
Our organization is still willing to provide these items to the complainantOn February 4, 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***
Fluent Home

September 12, *** ***
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*** *** * *** Dear *** ***, My name is Tyler Hartman and I am the Director of Customer Loyalty for Fluent Home
Ltdam responding to the above referenced matter The complainant has stated that she has experienced several issues regarding her system, and that she did not receive a product that was indicated on her schedule of protectionThe complainant has requested the premature termination of her alarm monitoring agreement without penalty Upon reviewing the account, it is clear that the complainant no longer wishes to do business with our organizationOur office did provide a temporary solution for the complainant, until the requested product became available for the manufacturerThe complainant seems to be dissatisfied with this solution, and it is not clear when the device will become available from the manufacturer 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 Hartman Fluent Home

Initial Business Response /* (1000, 5, 2016/03/04) */
March 4,
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My name is Tyler H*** and I am the Director of Customer
Loyalty for Fluent Home Ltd(formerly known as Titan Alarm, Ltd.) and I am responding to the above referenced matter
The complainant in this case has stated that their Alarm System was never installed, that Fluent Home did not send any invoices, and was not provided service by our organizationThe customer has requested to receive no further contact from our company, and their credit history repaired
I have had the opportunity to devote the necessary time to properly and comprehensively review the history of the complainants accountThe complainant had begun services with our organization on November 4, Our office attempted to reach the customer by telephone regarding their account, and to schedule any necessary service appointmentsThis occurred for several weeks*** the complainant did not contact our office with any concerns that they may have had
In addition, our billing department also attempted to reach the complainant for failing to make timely payments on the accountCalls were placed from November until February when the account was terminated for non-paymentOur office also sent regular invoices to the complainant during the time the account was in service***
On February 29, the complainant contacted our office stating that there was never an account with Titan Alarm LtdThe complainant states that he didn't believe there was an account, and claimed that the system had never worked*** Our office explained that there is an agreement on file, and that Fluent Home Ltd(formerly known as Titan Alarm Ltd.) is not a scamThe complainant refused to acknowledge the agreement and the call was ended
Unfortunately, our office is not willing to grant the premature cancellation of the Alarm Monitoring Agreement entered into on November 4, The complainant is welcome to contact our office, or our creditors to work out a settlement amount
Thank you for your anticipated review of this matter
Very Truly Yours,
Tyler H***
Fluent Home

Yes I have but we have not cashed it yet

October 17, *** *** Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T6E 4B Regarding: Case Number:
*** Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear Ms*** My name is Tyler H*** 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***

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
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Marketplace Counsellor
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Case # XXXXXXX
Dear *** ***
My name is Tyler H*** 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 (***@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***
Fluent Home

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
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Marketplace Counsellor
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Case # XXXXXXX
Dear *** ***
My name is Tyler H*** 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 (***@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***
Fluent Home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
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*** *** *** *** Response of Fluent Home Dear *** ***: 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

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*** ** *** *** Regarding: Complaint
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

September 28, *** *** *** ***
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*** ** *** *** Regarding: Case Number: *** Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear *** ***: We have reviewed the complainants most recent correspondence and the attached documentsNothing in the response compels us to reverse our positionThe attached document appears to be the insurance certificate, that customers send to their insurance providers to show they have a working security systemI have attached a copy of the customer contract per her requestOur organization has provided the rate reduction on the complainants account, *** *** *** *** *** I thank you on behalf of Fluent Home for the opportunity to respond to this complaintVery Truly Yours, Tyler H*** Fluent Home

Initial Business Response /* (1000, 5, 2016/03/04) */
March 4,
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My name is Tyler H*** and I am the Director of Customer
Loyalty for Fluent Home Ltd(formerly known as Titan Alarm, Ltd.) and I am responding to the above referenced matter
The complainant in this case has stated that their Alarm System was never installed, that Fluent Home did not send any invoices, and was not provided service by our organizationThe customer has requested to receive no further contact from our company, and their credit history repaired
I have had the opportunity to devote the necessary time to properly and comprehensively review the history of the complainants accountThe complainant had begun services with our organization on November 4, Our office attempted to reach the customer by telephone regarding their account, and to schedule any necessary service appointmentsThis occurred for several weeks*** the complainant did not contact our office with any concerns that they may have had
In addition, our billing department also attempted to reach the complainant for failing to make timely payments on the accountCalls were placed from November until February when the account was terminated for non-paymentOur office also sent regular invoices to the complainant during the time the account was in service***
On February 29, the complainant contacted our office stating that there was never an account with Titan Alarm LtdThe complainant states that he didn't believe there was an account, and claimed that the system had never worked*** Our office explained that there is an agreement on file, and that Fluent Home Ltd(formerly known as Titan Alarm Ltd.) is not a scamThe complainant refused to acknowledge the agreement and the call was ended
Unfortunately, our office is not willing to grant the premature cancellation of the Alarm Monitoring Agreement entered into on November 4, The complainant is welcome to contact our office, or our creditors to work out a settlement amount
Thank you for your anticipated review of this matter
Very Truly Yours,
Tyler H***
Fluent Home

September 26, *** ***
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*** ** *** *** Regarding: Complaint
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 had a Fluent representative come to their door and sign them a new contract with themThe complainant was under the impression that their original contract with Fluent Home would be terminatedThe complainant then wanted to terminate their new agreement Although our organization never terminated their original contract, it is clear the complainant no longer wishes to do business with our organizationWe have terminated both contracts without further penalty Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home