Fluent Home Ltd

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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December 16, *** ***
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Number: *** Responding Party: Fluent Home, Ltd(formerly “Titan Alarm Ltd.”) Date of Complaint: December 12, 2016 Response of Fluent Home to the Complainant’s Complaint *** *** *** My name is Tyler H*** 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 HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has alleged that he wishes to cancel his agreement with our office without further monetary obligation based upon his contention that the cameras did not work to his satisfactionThe complainant also contends that he cancelled his agreement during his telephone conversation with our agent on the date of November 10, Initially, our office wanted to advise your organization that we will agree to the complainant’s request to cancel the agreement without further monetary obligationHowever, we felt compelled to clarify certain mattersFirst, we took the opportunity to review the recorded telephone conversation to which the complainant refers for the date of November 10, and it is our position that the agent did not agree to cancel the agreement for the complainantIt is generally the policy of our office to require a written document evidencing the desire of a customer to cancel his/her agreementNotwithstanding the fact that the complainant did not comply with the procedure of providing written documentation verifying his request to cancel the agreement, our office will cancel the agreement prematurely without further obligation as it is clear that this is what the complainant wishes to do and he manifested that desire within ten (10) days of the installation of the cameras I trust that this is responsive to the complainant’s wishes and 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 me Very Truly Yours, Tyler H***

March 10, *** *** Marketplace Counsellor 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 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 alleged that his ex-girlfriend was fraudulently added to the Alarm Monitoring agreement, and that our office claims that the account has gone to collectionsThe complainant states that he was never informed that payments were not being withdrawn from the account*** *** *** *** *** *** ** *** * *** *** I have had the opportunity to review the accountOur office made numerous phone calls to the complainant, and had also sent invoices, and letters explaining payments were not being receivedThese 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 arrangementsOur 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 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***

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I have reviewed the response made by the business ** *** ** *** ** *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

September 13, *** *** Marketplace Counsellor 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 Mr***: My name is Tyler *** 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 I am in receipt of the complainants most recent correspondenceThe complainant has in fact received a free month of serviceThe credit was applied after the August payment, and no charge occurred in September We have reviewed the account, and it appears that the complainant has been contacted by our tech support agents on several occasions, and has either not been home (according to his wife), and most recently, he has refused service from our organization Our office respectfully disagrees with the complainant’s contention that the alarm monitoring agreement should be terminated without penaltyWe request that the complainant allows our office to service the system Very Truly Yours, Tyler ***

May 2, *** *** Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta Avenue Edmonton, AB T5P 0L Regarding: Case
Number: *** Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear *** ***: 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 matterI have reviewed the complaint in detail as well as the entire chronological history concerning this account and would respond as follows: The complainant has alleged that his sales representative misinformed him by stating that Fluent Home had bought out his previous alarm companyIt appears that the complainants previous company has switched his services backThe customer is requesting to cancel the alarm monitoring agreement pre-maturely without penaltyWe have reviewed the complainants account history in detailOur office conducts a significant Welcome Call Survey which is a recorded telephonic survey which takes place between the customer and a representative from our call centerDuring this survey, the customer is asked a series of questions designed to ensure that she understands her rights and obligations under her agreementDuring this agreement, we asked the complainant if there was a security system in the homeThe complainant answered “yes’We asked if the existing security system was being monitoredThe complainant answered “no”The complainant also acknowledged his understanding that our organization was not affiliated with any other alarm company on this callWe would also like to note, that it does not appear that the complainant ever contacted our office to resolve this dispute before filing a complaint with the Revdex.comWe are not sure why that is, and would have appreciated the opportunity to resolve the matter directly with the clientNotwithstanding 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 H***

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

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 request Our 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

August 16, *** *** Marketplace Counsellor 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 Mr***: My name is Tyler *** 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 ***

June 22, *** *** Marketplace Counsellor 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 *** ***: My name is Brooke H*** 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 *** 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***

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,
*** ***

September 21, 2017 *** ***Marketplace CounsellorRevdex.com Complaint DepartmentRevdex.com of Central and Northern AlbertaAvenueEdmonton, AB T5P 0L3 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.I have reviewed the complaint in detail as well as the entire chronological history concerning this account and would respond as follows: The complainant has alleged that his sales representative misinformed him by stating that their previous alarm company was no longer doing business in Canada, and that Fluent could offer the same services for cheaper than what they were paying with their previous providerThe complainant states that the monthly bill is approximately four dollars ($4.00) more per month and that their installation was not completedThe complainant states that no one has returned to finish the installation, and their monthly rate has not been reduced as per their agreement with a Fluent representativeThe complainant has asked to be cancelled and provided with a refund.We have reviewed the complainants account history, and it appears that our organization provided the complainant with an updated system, which could explain the increase in the monthly billWe do not show that any devices were not installed during the initial installation, according to the schedule of protection that lists all of the security devices to be installed.Notwithstanding 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 penaltyA check refund in the amount of two hundred twenty-nine dollars and seventy-five cents ($279.75) has been submitted. The only stipulation, is that the complainant must allow our office to retrieve our equipment from their home. I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.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
However I only find this response acceptable because I contacted the Collections agency and paid the sum of $which had expired on September I also want to note that during the welcome call I was instructed by Sabastian to say yes to all questions and to contact him personally if any issues were to come upHe gave me his personal cell which is +* *** *** Im sharing it to prove he gave it to me*** *** *** *** *** ** ** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ** *** I will accept the $from Fluent and I would like an email sent to confirm the cheque has been sent.
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 The complainant has stated that our office was supposed to lower her monthly rate after removing her cameras, and that her system has not worked for two (2) yearsThe complainant has requested to cancel the alarm monitoring agreement without penalty We have reviewed the account, and it does appear that the complainant should have received a rate reduction from sixty-nine dollars and ninety-nine cents ($69.99) to the new rate of fifty-three dollars and ninety-nine cents ($53.99) plus taxIt appears that this was an oversight on Fluent’s behalfWe have adjusted the monitoring rate accordinglyA credit in the amount of eighty-eight dollars and twenty cents ($88.20) has been applied to the account, which is the difference in monitoring for the last six (6) monthsWe have also created a ticket for a technician to return to swap the complainants panel for the second timeBased on the service records, it appears that the issue seems to be with the two-way voice functionality, and not the panel failing to send alarm signals to the monitoring stationAs a result, Fluent Home respectfully disagrees with the complainant’s request to terminate the alarm monitoring agreement without penalty Fluent Home would be willing to upgrade the complainants panel to the latest model we have, at no extra chargeWe will also be waiving the complainants past due balance, in addition to the eighty-eight dollar and twenty cent ($88.20) credit Thank you for your anticipated review of this matter Very Truly Yours, Tyler *** 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,
*** ***

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
However I only find this response acceptable because I contacted the Collections agency and paid the sum of $which had expired on September I also want to note that during the welcome call I was instructed by Sabastian to say yes to all questions and to contact him personally if any issues were to come upHe gave me his personal cell which is +* *** *** Im sharing it to prove he gave it to me*** *** *** *** *** ** ** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ** *** I will accept the $from Fluent and I would like an email sent to confirm the cheque has been sent.
Sincerely,
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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***

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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 would like to apologize for any inconvenience the complainant has experiencedOur records show that on June 12, the complainant spoke to our resolutions specialist KileyShe had waived the past due balance, credited an additional two (2) months of monitoring serviceLastly, a service appointment has been booked for July 10, to resolve these issues We hope that this resolution will be acceptable to the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler *** Fluent Home

July 6, *** *** Marketplace Counsellor 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 *** ***: My name is Tyler H*** 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 her to believe that our office is located in Winnipeg, and that their previous provider was an American CompanyThe representative allegedly offered her six (6) months of free monitoring services, however she only received one (1) free month at the time of installationThe complainant states that the representative offered to buy out her previous providers agreement, and that the ten (10) day buyer’s right to cancel period was not explained to herThe complainant indicates that she has since spoken to our organization and we have provided her with a better rate, will warranty her existing equipmentThe complainant has requested to cancel her 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 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: “Are you aware that pursuant to the cancellation options outlined in your agreement, you have ten (10) days right of rescission on this agreement?”, and this generated an affirmative response The complainant did call to cancel services outside of the buyer’s right to cancel period, in which case we offered to review any final bills she had with her previous providerIt appears that our office has provided her with the six (6) month credit she was offered, and will be buying out the previous companies agreement upon receipt of the final bill with her previous provider Our office respectfully disagrees with the complainant’s assortation that the alarm monitoring agreement should be cancelled without penalty 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,
*** ***