Fluent Home Ltd

January 27, *** *** 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 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***

March 24, *** *** 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 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***

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 ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11731474, and find that this resolution is satisfactory to me
Sincerely,
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Complaint: ***
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,
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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

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***

October 11, *** *** *** *** 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***: The complainant has alleged that our representative led her to believe that her previous agreement was expired due to some issues that she had with themThe complainant states that she had not heard from her previous provider in over twelve (12) months, and that they have decided to send her to collections We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understandour 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: “Has Sebastian P*** made any promises or commitments to you that are not printed or written on your monitoring agreement?” The complainant’s response was “No”We asked if there was an existing security system in the homeThe complainant responded, “Yes”When we asked if that security system was currently being monitored, the complainant responded, “No”Unfortunately, the result of that answer, our office was not aware the complainant had an agreement with another provider In addition, alarm companies are required to notify its customers of past due balances, prior to sending an account to a third-party collections agencyOur office respectfully disagrees with the complainants claim that her previous provider never made attempts to contact herThe complainant sent in a letter from the collections agency, which states that they would accept a settlement amount of two hundred ninety-eight dollars and thirty-three cents ($298.33)Our office had offered to cover two hundred and sixty dollars ($260.00) of that amount to assist the customerWe are unsure why the complainant is seeking a sum of four hundred and ninety-seven dollars and twenty-two cents ($497.22) when it is clear that the complainant owes less than this amountOur office would still be willing to make offer a reimbursement of two hundred sixty dollars ($260.00)to the complainant, however we do feel that the complainant should share some portion of this responsibility and that our offer is more than reasonable considering these circumstances 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 matterVery Truly Yours, Tyler Hartman Fluent Home

Initial Business Response /* (1000, 5, 2016/03/30) */
March 30,
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Marketplace Counsellor
Revdex.com of Central and Northern Alberta
Ave
Edmonton, AB T5P 0L
RE: Case # ***
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 has stated that he would like the contract terminated, the last three months that he has paid to Fluent refunded, and that he would like to have confirmation in writing from Fluent Home that these requests have been completed
I have reviewed the account, and the complainant has not provided an explanation as to why he believes early termination without penalty is warrantedThe complainant clear wishes for the early termination of the sixty (60) month alarm monitoring agreement entered on August 21, At this juncture, the client may either pay the remaining balance of the alarm monitoring agreement, or find another party to take over the agreement
Thank you for your anticipated review of this matter
Very Truly Yours,
Tyler H***
Fluent Home
Initial Consumer Rebuttal /* (2000, 12, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
MrH***
Thanks for the quick resolution
Marvin

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

Complaint: ***
I am rejecting this response because:The business claims that none of my information provided is in the sales contract, which is correct, *** *** ** *** *** *** *** *** *** * ** *** ***The sales man sat at our kitchen table guaranteeing that *** Insurance customers save between to 15% with installation of a Fluent home systemThe salesman even had me pull out my home owners policy before signing the contract and he calculated out my cost savings per month, stating "installing a Fluent system actually only costs you x-amount of dollars per month, as we already calculated that your homeowners insurance policy will decrease by x-amount of dollarsThis "guarantee" was why we agreed to put a Fluent system in our home.The offer of lowering our bill by $per month is a far cry from the over $dollars per year we were "guaranteed to recoup back from saving on our homeowners insurance" * *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** ** * *** ** *** *** *** *** *** ** ** *** *** *** *** *** ** *** *** ** *** *** ** *** *** *** *** *** *** *** *** ***
Sincerely,
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April 3, *** *** 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 for Customer Loyalty Fluent Home LtdI am in receipt of the complainants most recent correspondence, and I greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has requested the premature cancellation of the alarm monitoring agreement with our organization without further monetary obligationThe complainant has admittedly stated that she is refusing to work with Fluent Home on this matterIt is unfortunately that this is the caseI have reviewed the documents forwarded to in the most recent communications, and have not found anything to persuade our office to change our position regarding this matter Regardless of the circumstances, we have verified that the check mailed to the complainant on January 16, 2017, was not cashed, and have offered to do an ACH transfer Our office is still willing to work with the client, and conduct an ACH transfer to the client in the amount of two hundred forty dollars and zero cents ($240.00), and waive the past due balance that is on the account as of this date March 24, If the complainant would like to terminate the account, they may find another party to take over the agreement, or pay the balance of contract 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***

Complaint: ***
Hi so I read the message fluent sent to you and tyler who came up to me never told me he was with fluent until the time I agreed to have my system upgraded with cameras thinking they were still my provider adt I honestly don't think he was wearing his badge or shirtJust looked like any cloths anybody would wear For the welcome call he told me what to say I didn't know most of the questions and he (tyler) stricktly told me to say *** because if I didn't there would've been something wrong with the contract and to me basically they were screwing anybody that who is with *** over. I will not cancel my original contract with adtI'm happy with them Fluent lied to me right from the start *** *** *** ** ** *** *** *** ** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** ***. I called to have my payment lowered due to the fact I couldn't afford it not knowing I was paying for contracts at the time. Fluent is not a good company to deal with they lie and who wants to be with a company that's stealing another's customers that are already happy I would like my refund and my contract cancelled asap please and thanks. Thanks ***

April 3, *** *** 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 for Customer Loyalty Fluent Home LtdI am in receipt of the complainants most recent correspondence, and I greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has requested the premature cancellation of the alarm monitoring agreement with our organization without further monetary obligationThe complainant has admittedly stated that she is refusing to work with Fluent Home on this matterIt is unfortunately that this is the caseI have reviewed the documents forwarded to in the most recent communications, and have not found anything to persuade our office to change our position regarding this matter Regardless of the circumstances, we have verified that the check mailed to the complainant on January 16, 2017, was not cashed, and have offered to do an ACH transfer Our office is still willing to work with the client, and conduct an ACH transfer to the client in the amount of two hundred forty dollars and zero cents ($240.00), and waive the past due balance that is on the account as of this date March 24, If the complainant would like to terminate the account, they may find another party to take over the agreement, or pay the balance of contract 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***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***Yes we had our internet provider to do repairs on our tower. This was done after a terrible storm we had. As a result of the storm everything was blown loose, and our IPSfixed our internet communication only. This has no bearing on the house monitoring what so ever infact Fluent is running off our WiFi. Problems had started to occur about a year after installation. I have phoned numerous times when the system has gone down. At one time your staff had worked me thru the problem and we were able to correct the errors. Yes there have been calls from Fluent, from a Quebec #. We have nothing to do with this area so we do not answer these calls, and it wasn't until the last person that was at the farm {from Fleunt] that we were told this. Your rephas told me over the phone that it is our phone lline causing problem, that triggers box to cut out our phone line (so it can't call out), also the our shed was to far away, that a WiFi extender was to be put in Aug 16th at 1:a.malarm started beeping, and as of this time Aug 4:P.Mwe have had or calls from Fluent (this is on home phone) > there has been no one at home, as we both work oyt and don' sit around house Fluent has been given my cell #, but I have not received no calls on it, since I have ccontacted B.B.B. Also I have not been credited a free month service but have been given a monthly discount

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***

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
I actually received a call from them and we have come to an agreement that is beneficial to both parties.
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 would like to apologize for any miscommunications that may have taken place Our office would be happy to swap the cameras, however, the replacement cameras are only capable of handling four (4) cameras, and not five (5)We do believe the complainant will be happier with these cameras, as they will also be integrated into the Fluent App We have also credited one (1) month of monitoring services, which more than compensates the complainant for the inconvenience she had experienced during the winter monthsWe 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

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
I actually received a call from them and we have come to an agreement that is beneficial to both parties.
Sincerely,
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