Fluent Home Ltd

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

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 their system has been experiencing failures since the installation of the alarm system, and has requested the premature cancellation of the alarm monitoring agreement without penalty? Fluent Home has reviewed the account and finds the allegations from the complainant difficult to understandThere were only a few service issues on the accountOne from October 2016, in which the complainant stated their deadbolt was having issues, as was their doorbell cameraWe dispatched a technician who swapped out the lock, and was able to ensure operation of the doorbell cameraThe second service issue was reported approximately a week after our technician attendedThe complainant stated she was unable to operate the door lock from her mobile app, and the doorbell camera was picking up too much motionA change to her user settings were made, and the target size on the camera was adjusted so not as many clips were being capturedoptionsThis would be to pay eighty percent (80%) of the remaining balance on the agreement, or find another party to take over his agreementWe do acknowledge that there was one (1) appointment that a technician did not show up to, however the customer was credited for this, and the appointment was re-bookedThe complainant reported an issue in March about her control panel not disarming when the door was unlockedWe showed the complainant how to adjust these settings through the application ? In August 2017, the complainant contacted our office to advise that they would be moving, and that she would like someone to walk her through the process to uninstall the alarm systemThe customer also inquired about purchasing another camera ? On September 30, 2017, the complainant called in to request to cancel the services, alleging that the security system had never worked and that she wanted the account closed ? We do not feel that it is fair to state the system has never worked properly, when we can clearly see that the complainant has been utilizing the system for over a year, with minimal issues ? We would like to offer to relocate the system to the complainant’s new address at no charge to the complainantIf the complainant wishes to terminate the alarm monitoring agreement at this time, they will need to pay eighty percent (80%) of the remaining balance, or find someone to take over the system ? Thank you for your anticipated review of this matter? ? ? Very Truly Yours, ? ? ? Tyler H*** ?

*** ** ***
?
*** ***
*** ***
*** *** ***
*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***
?
***? ? ***
***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ***
*** *** ? ? ? ? ? ? ? ? ? *** *** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** *** *** ** *** *** ***
?
*** *** *** ? 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

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***

?
Complaint: ***
I am rejecting this response because:I initially filed the complaint based on "technical issues"My issue is with the poor quality of equipment that they have used, but also based on the poor customer service and follow up from FluentThe equipment didn't even work for a dayI was guaranteed that I would have a fully functional security system before I went on holidaysThat's why I went with Fluent instead of ***They made promises and did not deliverThe installer showed up late and rushed through his job, and nothing was done to make it rightThere was no notification ahead of time of their "day policy", and they are definitely dragging it out to the maximumI am not happy with the equipment or the service from FluentPromises were made but not delivered onTerribly unprofessional.?
Sincerely,
*** ***

Initial Business Response /* (1000, 15, 2015/09/30) */
***@edmonton.Revdex.com.org
September 29,
*** ***
Marketplace Counsellor
Revdex.com Complaint Department
Revdex.com of Central and Northern Alberta
XXXXX XXX Avenue
Edmonton, AB T6E 4B
Regarding: Case Number:
XXXXXXX
Responding Party: Fluent Home, Ltd(formerly "Titan Alarm Ltd.")
Date of Complaint: September 9,
Response of Fluent Home to the Complainant's Complaint
Dear *** ***
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 stated in her complaint that she wishes to cancel her agreement with our organization prematurely based upon her indication that she has very poor cell phone service in her area, and, as such, is not able to have an effective wireless alarm security service at her homeHer complaint does not reference the fact that she recently movedHowever, with that said, notwithstanding the fact that the complainant has not permitted our office the opportunity to make further a further attempt to get the system to function properly, we will agree to cancel her agreement at this time provided that she arrange to mail the equipment back to our office
I thank your office for the opportunity to respond to this complaint
Very Truly Yours,
Tyler H***

*** *** ***
*** ***
*** *** ***
*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***
***? ? ***
***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ***
*** *** ? ? ? ? ? ? ? ? ? *** *** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** *** *** ** *** *** ***
*
*** *** ***? My name is Tyler Hartman 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:It appears that after several visits by our technician, it was determined that the complainant’s internet speeds were not fast enough to support the number of cameras the complainant wanted in installed in the businessDespite our numerous attempts to resolve this matter, we feel that the best course of action would be to terminate the alarm monitoring agreement prematurely without penaltyWe have contacted our collection agency, and have asked for the file to be terminated effective immediatelyThere will be no impact on the complainant’s credit ratingOur only stipulation, would be that the complainant allows our technicians to remove the equipment our organization installed in the businessWe will contact the complainant to arrange for a mutual time and date for the removal of the equipment? I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.*** *** ***
? ?
*** ***
*** ***

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

Initial Business Response /* (1000, 5, 2016/03/28) */
March 28,
***
Dear *** ***,
My name is *** *** and I am the Director of
Customer Loyalty for Fluent Home Ltdam responding to the above referenced matter
The complainant states that he had spoken to our office to cancel a service appointment to have to cameras installedThe customer had agreed to pay for these cameras, and a payment was scheduled for the date of the service appointmentThe customer later decided that he did not want the equipment installed, and cancelled the service appointment
Upon researching the account, we note that the appointment to have additional equipment installed in the complainant's residence was cancelledUnfortunately, the payment that was originally scheduled was not terminated, causing the complainant to be charged, when the devices were not actually received***
*** The scheduled payment was simply taken in error, when in fact the payment should have been terminatedWe should also note, that the funds were wired back to the complainant on the very same dayPlease understand, that this error was not a malicious attempt on behalf of our organization to obtain funds from the complainant, and once the error was discovered, we made a special exception to wire these funds back to the complainant
Our organization regrets that the complainant may have experienced an inconvenience by having these funds withdrawnHowever, we respectfully disagree that the complainant should be released from the alarm monitoring agreement without penalty
The customer has requested to have his overdraft fee reimbursedOur office has applied a credit of sixty dollars and eighty-nine cents ($60.89)If the complainant's overdraft fee is higher than the amount credited, we simply ask that the customer provides documentation showing the amount of the overdraft fee
We thank you for your anticipated review of this matter
Very Truly Yours,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response ***, although the funds were wired back to me, this was not done until I told one of your CSRs that I had reported Fluent to the Revdex.com Until that point I was told a cheque would be mailed out to me and I had no other options ***

January 9, *** *** Marketplace Counsellor Revdex.com Ave NW Edmonton, AB T5P 0LRegarding:? ? ? ? ? ? ? ? ? ? ? ? Complaint Number:? ? ? ? ? ? ? ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response of Fluent Home 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 in this case is an ex-employee with Fluent Home whom directly benefited from the sale of the camera system in question ? Fluent Home agree to terminate the agreement with the complainant, unfortunately, the complainant did not follow the proper instructions to terminate the agreementAfter several threatening email exchanges from the complainant, our office was able to contact the collections agency, and request a letter be sent to the complainant to confirm he cancellation of the collections efforts, and to remove the inquiry from the complainants credit file ? It is unfortunate that the complainant decided to escalate the matter, when the matter has already been resolved Thank you for your anticipated review of this matter Very 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 ***

*** ** ***
*
*** ***
*** ***
*** *** ***
*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***
*
***? ? ***
***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ***
*** *** ? ? ? ? ? ? ? ? ? *** *** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** *** *** ** *** *** ***
*
*** *** *** ? 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 she our organization ran a hard credit uniquiry without her permission because she had liked a post on ***Our records show that a door to door representative had created the “qualifying” accountHowever, the credit inquiry was supposed to be a soft inquiry, not a hard inquiryWe will contact the credit bureaus to correct this matter ? *** *** *** *** *** *** ** *** ***
?
*** *** *** ?
?
?
*** ***
*** ***

Initial Business Response /* (1000, 5, 2016/03/28) */
March 28,
RE: Case # ***
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 the security system does not
work, and that the service is unreliableThe customer has requested to cancel her services
Upon reviewing the account, it is clear that the complainant no longer wishes to do business with our organization
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 H***
Initial Consumer Rebuttal /* (2000, 7, 2016/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have no issues giving back the alarm equipment! As long as I have something in writing stating the cancellation without penalty
Thanks

Initial Business Response /* (1000, 10, 2015/11/18) */
November 17,
*** ***
Marketplace Counsellor
Revdex.com of Central and Northern Alberta
XXXXX XXX Ave
Edmonton, AB T5P 0L
RE: Case # XXXXXXX
Dear *** ***
My name is *** *** and I am the
Director of Customer Loyalty for Fluent Home, LTDI am in receipt of your correspondence where the complainant has stated our organization is contacting individuals whom are subscribed to the National Do Not Call List, and the complainant has requested to discontinue receiving calls from our organization
Fluent Home prides itself in being compliant with solicitation laws in each area that we serviceOur lead generation sources ensure the telephone numbers are scrubbed against all Do Not Call ListsIf the complainant would like to provide the number they were contacted at, our office will certainly investigate how their telephone number appeared on our lists, and will ensure it is removed immediately
If the complainant is not comfortable providing this information, our office certainly understands thisHowever, we will be unable to conduct an investigation without that information
Thank you for your anticipated review of this matter
Very Truly Yours,
*** ***
Fluent Home, LTD
Initial Consumer Rebuttal /* (2000, 12, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

July 25, ? *** *** 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 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 reviewed the account history, and it appears that the alarm system was sold by an authorized dealer of Fluent Home, and that many interactions have taken place between the Customer and the Fluent dealer? Fluent Home will agree to terminate the alarm monitoring agreement without penalty, as the Fluent authorized dealer has not provided acceptable service to the complainantWe have submitted a refund in the amount of one hundred twenty-six dollars and forty-eight cents ($126.48)? 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***

Complaint: ***
I am rejecting this response because:The company has not returned the payment they posted on my chequing accountThey took the payment only three days after the signing (Monday after a Friday), yet days after cancelling the contract, I still have not received a refund.I still do not know how they got my chequing information, eitherI did not give it to the rep who called at my doorIf they got it from my *** contract, isn't that "proprietary" information that they claim they don't have?They also haven't addressed the lies they used to get me to sign a contract (savings that were not there)
Sincerely,
***? ***

Initial Business Response /* (1000, 8, 2015/12/28) */
December 28,
*** ***
Regarding: Case Number: XXXXXXX
Responding Party: Fluent Home, Ltd(formerly "Titan Alarm Ltd.")
Date of Complaint: December 17,
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 matter
The complainant in this matter entered into an agreement on the date of May 10, The term of the agreement was for sixty (60) monthsThe complainant was aware of this term at the time the agreement was entered intoDuring the term of this agreement, the complainant moved to a new location which apparently already has an existing security system and the Fluent system cannot be installed in this new residence where the complainant is a renter
It should be noted that the policy of our organization in a situation when one of our customers moves to a new location is that our office will move the system to the customer's new location as long as the new location is one in which our organization provides service and there are no obstacles which preclude our office providing service such as the one described in the complainant's situation
The complainant is requesting that we cancel the agreement in its entiretyWe regret that we are not able to agree to this request as we have made substantial investment for our organizationHowever, we would like to attempt to assist the complainant and, as such, would offer the following:
The complainant's current remaining balance on the account is the amount of three thousand and four hundred and twenty-seven dollars and seventy-nine cents ($3,427.79)Our office would be willing to accept eighty percent (80%) of this amount which is the amount of two thousand and seven hundred and forty-two dollars and twenty-three cents ($2,742.23)This would constitute a twenty percent (20%) discount
We thank your office for the opportunity to respond to this matter
Very Truly Yours,
Tyler H***
Initial Consumer Rebuttal /* (3000, 10, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my living situation has changed and it is ridiculous that I would have to pay for a security system that I cannot useIn accordance to my current landlord, I am not able to install any security systems whatsoever and therefore I believe that it would be fair to send back the system to Fluent and be done with the contract.*** *** *** *** *** *** I am not paying over 2,dollars for a security system that I cannot use
Final Business Response /* (1000, 15, 2016/01/25) */
January 23,
*** ***
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 complainants most recent response indicated that the complainant had moved to a location where they cannot utilize a security systemThe complaint states that they feel that by returning the alarm monitoring equipment will be enough to satisfy the Alarm Monitoring AgreementWe are most genuinely sorry to learn of the complainant's personal situation and would like to express our sincere compassionWhile we do not believe that cancellation without penalty is merited under these circumstances, we would be willing to reduce the complainant's to a settlement of five hundred dollars ($500.00)
We thank you for your anticipated review of this response
Very Truly Yours,
Tyler H***
Director of Customer Loyalty
Fluent Home
Final Consumer Response /* (2000, 17, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think this is a fair agreementI will be sending the system back and I will include the dollar paymentThank you for understanding

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,
*** *** ***

*** *** ***
*
*** ***
*** ***
*** *** ***
*** *** *** ** *** *** *** ***
*** *** ***
*** ** *** ***
*
***? ? ***
***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ***
*** *** ? ? ? ? ? ? ? ? ? *** *** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** *** *** ** *** *** ***
*
*** *** *** ? 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 8, the complainant spoke to our customer service team who had agreed to send a check in the amount of $Unfortunately, that individual failed to submit the check request to complete this matterWe have applied free month of service to the clients account, and I have requested that the funds for the previous companies cancellation fee are transferred directly to the complainants account to avoid further delay ? 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

I accept the terms from Fluent? They may contact me at my number to arrange removal of their equipment.?
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,
*** ***