Fluent Home Ltd

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 customer We 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 amount Our 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

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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 it appears the sales representative informed our office that the account was to be suspended for a twelve (12) month periodApparently there has been a miscommunication regarding this matterWe have terminated the account, and submitted a check refund in the amount of one hundred seventy eight dollars and forty-eight cents ($178.48)The refund will be sent to the address provided in this complaintWe will consider this matter closed at this juncture Thank you for your anticipated review of this matter Very Truly Yours, Tyler *** Fluent Home

Complaint: ***
I am rejecting this response because:
After reading Tyler's response I realize that fluent still things they're in the right. hadnt mentioned I worked for the company years ago as it shouldn't matter. I 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 *** and *** 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 *** or *** to repair their mistake. Again all were requesting is this letter to *** and *** to fully repair fluents inept handing of the situationThank you.
Sincerely,
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November 16, *** ***
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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 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

December 1, *** *** *** *** ***
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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 complaint has stated that in May 2016, they signed with Fluent Home*** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** 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 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 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 sale The 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*** Fluent Home

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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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

August 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 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 obligation due to service issues We have reviewed the complainants file, and show that the security system was installed by an Authorized Fluent DealerIt appears that the company who installed the system was unable to service the complainant in a timely manner Our office has agreed to terminate the alarm monitoring agreement without penaltyWe have confirmed this with the complainant via telephone as well 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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March 2, *** *** 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 requested the premature cancellation of his agreement with our organization without further monetary obligation I have had the opportunity to review the accountUltimately, it was not the intention of our office to sign the complainant into two (2) agreementsOur 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. I did listen to the call, and when we asked the complainant if they had an existing security system in the homeThey stated, “yes”When asked if that system was currently being monitored, the complainant answered, “no” We are unsure as to why the complainant elected not to inform our office of his previous providerIf this information would have been divulged, a series of follow up questions would have occurred, and prevented the account from installation The complainant has expressed his concerns regarding his representative, and expressed his desire to no longer do business with our organizationWe will agree to terminate the agreement without penalty 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***

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***

Yes I have but we have not cashed it yet

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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January 11, ? *** *** 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 Ms***: ? My name is Tyler H*** 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 requested the premature cancellation of his agreement with our organization without further monetary obligationIt is the complainant’s contention that he is currently paying fees on two (2) agreements which is resulting in financial challengesThe adult children of the complainant appear to have assisted with the complaint and have expressed their concerns and opinion that their eighty-one (81) year old father was taken advantage of ? I wanted to initially advise your office that Fluent Home will agree to the request of the complainant that his agreement with our organization be cancelled prematurely without further monetary obligation on the exclusive condition that our office be afforded access to the complainant’s home to remove and retrieve our equipmentWe arrived at this decision after consideration of numerous factors including but not limited to the age of the complainant as well as the expressed concerns in the complaint ? I did want to bring to the attention of your office although this account was established in July, none of the issues concerning this account were brought to our attention until December, approximately six (6) months laterIn addition, when our office was made aware that the complainant was paying for two (2) security service providers, our office offered to pay the balance due to the other security service provider to financially assist the complainantThis offer was refused? 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***

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***

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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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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.The complainant has stated that she has received horrible customer service the past few months, and has had equipment failingThe complainant states that she has sent emails and requested to speak to a manager, but has not received a response.? I have reviewed our support inbox, and cannot locate an email from the complainant unfortunatelyIs how that in June a sensor had been causing issues, and a technician was sent to attend for repairsWe will be sure to contact the customer to see what issues have been occurring since then.? I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.Very Truly Yours,? ? Tyler H***Fluent Home

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

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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 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 *** 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