Fluent Home Ltd

March 30, ? *** *** 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 HomeWe thank your office for the opportunity to respond to this matter? The complainant has alleged that our representative lead him to believe that our representative was from his previous alarm company, and that he signed with Fluent, not realizing he would be paying for two (2) separate alarm monitoring agreementsThe complainant has stated that he has now switched back to his previous providerThe customer has asked for the premature cancellation of the alarm monitoring agreement without penalty, and a full refundThe client began service with Fluent on August 30, ? 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 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 responseDuring the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their ownThe complainant acknowledged his understanding of this obligationDuring the survey, the complainant advised our office that the reason that he had elected to change to Fluent was because of the “lower bill”The customer at no time mentioned that any comments had been made about his previous security provider going out of businessThe “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so Upon reviewing the notes on file, it appears that our organization has also made accommodations for the complainantThe complainant had previous told our organization that he was having trouble affording our servicesIn which case, our office waived his past due balances, and even lowered his monthly bill by six dollars ($6.00) a monthWe are unsure as to why the complainant is just now stating that he is under contract with Fluent, and his previous provider The complainant has stated that he has since moved his service back to his previous providerWe encourage the customer to terminate their service, as a contract has been in place with Fluent Home since August 30, and he agreed to continue with our services in January in exchange for a lowered monthly rate, and the waiving of his past due balance Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative, and does not agree to cancel the agreement prematurely without penalty ? Thank you for your anticipated review of this matter? Very Truly Yours, ? ? Tyler H*** Fluent Home ?

Initial Business Response /* (1000, 8, 2015/12/28) */
December 28, 2015
[redacted]
Regarding: Case Number: XXXXXXX
Responding Party: Fluent Home, Ltd. (formerly "Titan Alarm Ltd.")
Date of Complaint: December 17, 2015 ...


Response of Fluent Home to the Complainant's Complaint
Dear [redacted]:
My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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, 2014. The term of the agreement was for sixty (60) months. The complainant was aware of this term at the time the agreement was entered into. During 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 entirety. We regret that we are not able to agree to this request as we have made substantial investment for our organization. However, 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[redacted]
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 use. In 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.[redacted] I am not paying over 2,000 dollars for a security system that I cannot use.
Final Business Response /* (1000, 15, 2016/01/25) */
January 23, 2016
[redacted]
Marketplace Counsellor
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Case # XXXXXXX
Dear [redacted]
My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. am 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 system. The complaint states that they feel that by returning the alarm monitoring equipment will be enough to satisfy the Alarm Monitoring Agreement. We are most genuinely sorry to learn of the complainant's personal situation and would like to express our sincere compassion. While 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[redacted]
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 agreement. I will be sending the system back and I will include the 500 dollar payment. Thank you for understanding.

Initial Business Response /* (1000, 8, 2015/09/29) */
[redacted]@edmonton.Revdex.com.org
September 29, 2015
[redacted]
Marketplace Counsellor
Revdex.com Complaint Department
Revdex.com of Central and Northern Alberta
16102 100 Avenue
Edmonton, AB T6E 4B9
Regarding: Case Number: ...

XXXXXXX
Responding Party: Fluent Home, Ltd. (formerly "Titan Alarm Ltd.")
Date of Complaint: September 11, 2015
Response of Fluent Home to the Complainant's Complaint
Dear [redacted]
My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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, 2014. 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 agreement. In 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 entirety. This 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[redacted]

July 25, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Mr. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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 complainant. We 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 complaint. If you have any questions or comments with regard to the foregoing, please do not hesitate to contact me. I thank you for your anticipated review of this matter.   Very Truly Yours,       Tyler H[redacted]

July 6, 2017 [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We 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 Company. The representative allegedly offered her six (6) months of free monitoring services, however she only received one (1) free month at the time of installation. The 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 her. The complainant indicates that she has since spoken to our organization and we have provided her with a better rate, will warranty her existing equipment. The 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 understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During 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 provider. It 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[redacted] Fluent Home

Complaint: [redacted]
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 agency. We sent in four cancellations 1 email, 1 mail, 2 faxes which can be confirmed by fax confirmations. These cancellations were received by fluentand either ignored or accidental discarded. Regardless, I find it difficult to see Tyler's point of view that we were incorrectly cancelling. Finally I am not just askingfor the collections removal. A letter must be sent to [redacted] and [redacted] to have these removed otherwise they stay on the credit file, which is unjust and unacceptable. I had requested this from tyler and he refused. His response to theRevdex.com also shows they have not messaged [redacted] or [redacted] to repair their mistake. Again all were requesting is this letter to [redacted] and [redacted] to fully repair fluents inept handing of the situation. Thank you.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company has not returned the payment they posted on my chequing account. They took the payment only three days after the signing (Monday after a Friday), yet 14 days after cancelling the contract, I still have not received a refund.I still do not know how they got my chequing information, either. I did not give it to the rep who called at my door. If they got it from my [redacted] 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,
[redacted]

October 17, 2017   [redacted] Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case Number:                ...

[redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Ms. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty Fluent Home Ltd. I am responding to the above-referenced matter on behalf of Fluent Home. I 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 understand. There were only a few service issues on the account. One from October 2016, in which the complainant stated their deadbolt was having issues, as was their doorbell camera. We dispatched a technician who swapped out the lock, and was able to ensure operation of the doorbell camera. The second service issue was reported approximately a week after our technician attended. The complainant stated she was unable to operate the door lock from her mobile app, and the doorbell camera was picking up too much motion. A change to her user settings were made, and the target size on the camera was adjusted so not as many clips were being captured. options. This would be to pay eighty percent (80%) of the remaining balance on the agreement, or find another party to take over his agreement. We 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-booked. The complainant reported an issue in March 2017 about her control panel not disarming when the door was unlocked. We 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 system. The 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 complainant. If 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[redacted]

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

Initial Business Response /* (1000, 5, 2015/08/13) */
Better Business Bureeau of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Case # XXXXXXX
Dear [redacted]

My name is [redacted] and I am the Director of Customer Loyalty for Fluent Home and I would like to...

take this opportunity to respond to your comments and concerns regarding your agreement with Fluent Home. I would initially like to thank you for allowing our organization the opportunity to respond to the complainants issues and concerns.

I want to provide you with our assurance that we have devoted the necessary time to properly and comprehensively review the entire chronological history regarding the account. This review includes but is not limited to a review the notes and recorded telephone calls associated with the complaint.

With that said, I shall attempt to respond to your individual concerns in no particular order.

Activation Fee
The complainant has expressed that position that they believed the sales representative had 'pigeon holed' them into paying an activation fee in the amount of three hundred dollars ($300.00). I am initially compelled to respectfully disagree with this statement. Specifically, I have reviewed the account and I have determined that the activation fee was actually one hundred and ninety-nine dollars ($199.00) and not the amount of three hundred dollars ($300.00). In addition, the payment of the activation fee was divided into three (3) separate payments for the complainants convenience.

The matters pertaining to the activation fee were discussed and agreed to during the "Welcome Call" Survey. Specifically, our organization performs a detailed "Welcome Call" survey with all of our new customers when they are entering into an agreement with our organization. This survey is telephonic, recorded and takes place between the customer and a representative from our call center. In this survey, the customer is asked a series of questions to insure that the customer understands his/her rights and obligations under their agreement. With respect to the activation fee, the complainant was asked about this fee during the "Welcome Call" survey. At this time, the complainant acknowledged their understanding of the amount of the activation fee as well as the fact that it would be divided into three (3) payments. Each activation fee payment was in the amount of sixty-six dollars and thirty-three cents ($66.33). As these matters were fully explored and acknowledged during the "Welcome Call" survey, I must respectfully disagree with the assessment that the complainant was in some way pressured into an activation fee in the amount of three hundred dollars ($300.00).

Equipment Issues
I would like to take this opportunity to respond to the complainants comments regarding the equipment which was installed in their home. I need to advise, that the only item of equipment which requires an external power source is the Honeywell Panel and DVR camera kit. The reason for this requirement is because these items of equipment must have a constant power source in order to function properly and reliably.
With respect to the matter of the location of the cameras, I wanted to advise your office of the following: While our technicians possess the requisite degrees of expertise in their fields of home security and automation, they will still inquire of the customers as to the preferred location for the installation of the cameras. The reason for making inquiry of the customer is because customers will generally have a superior knowledge regarding their premises as well as preferences concerning the areas they wish to see monitored. Lastly, our technicians are always seeking to minimize or avoid unnecessary damage to the property.

It is my understanding that the primary reason the complainant is seeking to cancel the agreement with our organization is because of the fact that the cameras must be plugged into an external power source such as an A/C outlet. It is my understanding that in the complainants situation, the only available A/C outlet was located on the exterior of their shop. As a result, this would be able to be unplugged by an unauthorized individual at any time. While we certainly understand this concern, the current situation renders the only option currently available would be to find a way to power the camera from the outside as there are no interior A/C outlets located in the shop.

At this juncture, I would like to renew the offer which had been presented to the complainant by our Customer Loyalty Manager which is as follows:

In an effort to assist the complainant with their situation, we wanted to advise that our office is most willing to explore the possibility of our organization covering the cost associated with retaining a certified electrician to install a power outlet on the inside of the shop to enable our office to run the power cables from the cameras to the interior of the shop. We believe this will directly address the concern regarding unauthorized individuals deliberately powering down your cameras.

For the reasons stated in this response, we respectfully do not believe that the premature cancellation of the agreement without further monetary obligation is merited. However, although we do not believe cancellation to be an appropriate remedy, we are committed to working with the complainant in an effort to find an alternative resolution to this matter.

I thank you for your anticipated review of this matter.

Very Truly Yours,
[redacted]
Fluent Home

Initial Business Response /* (1000, 5, 2016/03/30) */
March 30, 2016
[redacted]
Marketplace Counsellor
Revdex.com of Central and Northern Alberta
16102 100 Ave
Edmonton, AB T5P 0L3
RE: Case # [redacted]
Dear [redacted],
My name is Tyler H[redacted] and I am the Director...

of Customer Loyalty for Fluent Home Ltd. am 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 warranted. The complainant clear wishes for the early termination of the sixty (60) month alarm monitoring agreement entered on August 21, 2013. 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[redacted]
Fluent Home
Initial Consumer Rebuttal /* (2000, 12, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. H[redacted]
Thanks for the quick resolution.
Marvin

[redacted]   [redacted]...

[redacted]                 [redacted]           [redacted]
                    [redacted]
*
[redacted] My name is Tyler Hartman and I am the Director of Customer Loyalty for Fluent Home Ltd. I 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 business. Despite 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 penalty. We have contacted our collection agency, and have asked for the file to be terminated effective immediately. There will be no impact on the complainant’s credit rating. Our only stipulation, would be that the complainant allows our technicians to remove the equipment our organization installed in the business. We 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.[redacted]
  
[redacted]

March 30, 2017   [redacted] Marketplace Counsellor Revdex.com Complaint Department Revdex.com of Central and Northern Alberta 16102 100 Avenue Edmonton, AB T6E 4B9   Regarding:   Case...

Number:                 [redacted] Responding Party:           Fluent Home, Ltd.                     Response of Fluent Home to the Complainant’s Complaint   Dear Mr. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter.   The complainant has alleged that our representative lead him to believe that our representative was from his previous alarm company, and that he signed with Fluent, not realizing he would be paying for two (2) separate alarm monitoring agreements. The complainant has stated that he has now switched back to his previous provider. The customer has asked for the premature cancellation of the alarm monitoring agreement without penalty, and a full refund. The client began service with Fluent on August 30, 2016.   We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During 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 also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was because of the “lower bill”. The customer at no time mentioned that any comments had been made about his previous security provider going out of business. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so. Upon reviewing the notes on file, it appears that our organization has also made accommodations for the complainant. The complainant had previous told our organization that he was having trouble affording our services. In which case, our office waived his past due balances, and even lowered his monthly bill by six dollars ($6.00) a month. We are unsure as to why the complainant is just now stating that he is under contract with Fluent, and his previous provider. The complainant has stated that he has since moved his service back to his previous provider. We encourage the customer to terminate their service, as a contract has been in place with Fluent Home since August 30, 2016 and he agreed to continue with our services in January 2017 in exchange for a lowered monthly rate, and the waiving of his past due balance. Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative, and does not agree to cancel the agreement prematurely without penalty.   Thank you for your anticipated review of this matter.   Very Truly Yours,     Tyler H[redacted] Fluent Home

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

Initial Business Response /* (1000, 5, 2016/03/28) */
March 28, 2016
RE: Case # [redacted]
My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. am responding to the above referenced matter.
The complainant has stated that the security system does not...

work, and that the service is unreliable. The 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[redacted]
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

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

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
 [redacted]             [redacted]        [redacted]  ...

                              Response of Fluent Home   Dear [redacted]:   My name is Tyler Hartman and I am the Call Center Director for Fluent Home. We 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

September 21, 2017 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Regarding:   Case Number:                 [redacted]Responding Party:...

          Fluent Home, Ltd.                    Response of Fluent Home to the Complainant’s ComplaintDear [redacted]: My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home Ltd. I greatly appreciate your office affording our organization the opportunity to respond to this matter.The complainant has alleged that their sales representative misinformed them, by stating they would receive a $25 per month discount by having a home security system installed. The customer states that they signed up for the system to receive this discount. The complainant has asked to receive a discount on their account, [redacted] We have reviewed the complainants account history, and can find nowhere in writing where the representative promised this type of savings. Often times, insurance companies will provide a discount for having an alarm system, however this discount varies with each insurance provider. Our office cannot confirm the complainants allegations, however we would like to make a good faith effort to resolve the complainant. Our office will agree to discount their monthly bill for each account by ten dollars ($10.00) per month. We feel this offer is more than fair considering the circumstances. I thank you on behalf of Fluent Home for the opportunity to respond to this complaint.Very Truly Yours,  Tyler H[redacted]Fluent Home

Complaint: [redacted]
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 Fluent. The equipment didn't even work for a day. I was guaranteed that I would have a fully functional security system before I went on holidays. That's why I went with Fluent instead of [redacted]. They made promises and did not deliver. The installer showed up late and rushed through his job, and nothing was done to make it right. There was no notification ahead of time of their "7 day policy", and they are definitely dragging it out to the maximum. I am not happy with the equipment or the service from Fluent. Promises were made but not delivered on. Terribly unprofessional. 
Sincerely,
[redacted]

January 9, 2016 [redacted] Marketplace Counsellor Revdex.com 16102 100 Ave NW Edmonton, AB T5P 0L3 Regarding:             Complaint Number:        [redacted]...

                              Response of Fluent Home Dear [redacted] My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We 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 agreement. After 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[redacted] Fluent Home