January 2, [redacted] Revdex.com NCauseway BlvdSuite Metairie, LA Regarding: Case Number: 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 LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has alleged that the representative had promised to cover the cost of reinstalling their previous alarm system, should they terminate services with Fluent We are shocked to hear that the complainant’s previous security provider would charge them to reinstall their servicesUnfortunately, it appears that the previous provider is assessing these charges to the complainant and not FluentIn addition, we have attached the “General Clarification Questionnaire” that was signed by the complainantThe purpose of the questionnaire is to ensure our Customers understand any potential risks they may incur by switching to a new security providerOne of the acknowledgements reads, “I understand that Fluent will not be able to reinstall the equipment from my other alarm company in the event I decide to cancel.” As such, we respectfully disagree with the complainant’s contention the Fluent should provide reimbursement of the installation fee’s being assessed by the complainant’s previous providerWe encourage the complainant to address this matter with their previous provider 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 12245294, and find that this resolution is satisfactory to me.
Regards,
*** ***
September 21, 2017*** ***
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*** *** *** ** *** *** *** *** ***
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Regarding: Complaint Number: 12368569
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 has alleged that our representative led her to believe that her previous home security provider was turning their business over to Fluent Home, and that our office would notify her previous security company to cancel her account. 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 agreementThe 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 affirmativelyThe 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 obligationThe 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. If the complainant is still being billed by her previous provider, we would like to invite the complainant to obtain a final bill from that provider, and send it to our officer for reviewOur organization is still providing monitoring services at this time.Thank you for your anticipated review of this matter.Very Truly Yours,Tyler H*** Fluent Home
July 17, *** *** Revdex.com/Greater New Orleans Area NCauseway BlvdSuite Metairie, LA Regarding: Identification Number: Dear Ms*** My name is Tyler
H*** and I am the Director of the Call Center for Fluent HomeI am in receipt of the above-referenced complaint from your officeOn behalf of the Fluent Home organization, I would like to thank your office for affording our company the opportunity to respond to this matter The complainant has in her complaint, indicated that our office did not adequately respond to her concerns regarding her system and is requesting the premature cancellation of her agreement with her officeWhile the complainant’s recitation of the events which occurred are inconsistent with her own records, we are nonetheless going to agree to the premature cancellation of the complainant’s account without further monetary obligation and reimbursement of the requested amount of sixty-eight dollars and ninety-three cents ($68.93)The sole condition to our agreement for this premature cancellation without further monetary obligation is that the complainant must allow our technician to visit her home to remove and retrieve our equipmentWe made this decision based upon various factors including but not limited to the fact that the complainant only recently entered into her agreement with our companyIt should be noted that our records do not reflect the receipt of any fire signals by the monitoring center We trust that this response is acceptable to your office and to the complainantWe thank you again for the opportunity to respond to this matter Very Truly Yours, Tyler H***
August 28, *** *** Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: 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 has responded to our rebuttal and has stated that he will need to see about paying off the remainder of the agreementWe would simply like to remind the complainant that we are happy to come to some sort of settlement, if the customer can provide documentation that a system cannot be installed in his new location Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home
February 21, *** ***
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*** *** *** ** *** Regarding: Complaint Number Dear *** *** My name is Tyler H*** and I
the Director of the Call Center for Fluent HomeI have reviewed the complaint in detail as well as the chronological records for this account at our organization and would respond as follows: The complainant in this matter is requesting that our company agree to prematurely cancel this agreement without further monetary obligation notwithstanding the fact that the customer did not cancel the agreement within the statutory right of rescission and notwithstanding the fact that the customer independently switched her system to a different security service provider during her contractual period with FluentWhen the complainant switched to the other security service provider, she did not inform our companyIn addition, according to the complainant, when the switch was made, the equipment in the customer’s home was removedWhile a significant amount of the equipment in the home belonged to the complainant, there was some equipment which had been added by Fluent Home which shall be described in the ensuing paragraphs of this responseThe customer contends that her reason for seeking this cancellation remedy is because she is dissatisfied with the system and because she is being double billedThe double billing has clearly occurred because the complainant entered into an Alarm Monitoring Agreement with Fluent and then chose to switch to a different companyIt is the position of Fluent Home that we would be entirely within our rights to enforce the agreement between our company and the complainantIt should be noted that Fluent made good faith efforts to assist the complainant with her system including but not limited to scheduling a technician to visit the complainant’s home on the date of September 20, and the complainant contacted our office to cancel this appointment and refused to reschedule itIn addition, our records reflect that on the date of the installation, representatives from our office spent several hours setting up her system for herNotwithstanding the facts and circumstances of this matter, our office would be willing to prematurely cancel this agreement subject to the fulfillment of the following conditions: While most of the equipment that was utilized at the time of the establishment of the agreement between the complainant and our organization was existing equipment in the customer’s home, Fluent did add certain equipment to the complainant’s systemSpecifically, Fluent added a GSM chip, a panel battery and one (1) 2GIG DWSThis is equipment which cannot be retrieved since the complainant has indicated that this equipment was removed by the security service provider she switched toAs such, it is the position of Fluent Home that the complainant needs to pay for this equipmentThe total value of this equipment is three hundred and seventy-one dollars and ninety-nine cents ($371.99)For the avoidance of confusion, Fluent Home will agree to prematurely cancel the complainant’s account if and when the complainant remits payment to Fluent the aforementioned three hundred and seventy-one dollars and ninety-nine cents ($371.99) for the equipment which was installed in her home by our companyI thank your office for affording Fluent Home the opportunity to respond to this complaint and for your anticipated review of this responseIf you have any questions or comments with regard to the foregoing, please do not hesitate to contact meVery Truly Yours, Tyler H***
January 2,
*** *** Revdex.com NCauseway BlvdSuite Metairie, LA Regarding: Case Number: Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear *** *** I am in receipt of the complainant’s recent rebuttal statement and will now respond accordinglyThe complainant maintains that the representative promised that Fluent would reimburse the complainant any fees associated with restoring their alarm monitoring services with their previous providerThe complainant also states this was confirmed in a recorded telephone “interview” with our office I have reviewed the account, and listed to the Welcome Call Survey that the complainant is referring toOur 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 agreementAt no time during this call was it discussed that the representative or Fluent would reimburse the complainant for any costs associated with restoring services with his previous alarm company Our office respectfully disagrees with the complainant’s opinion on this matter, and Fluent will not be providing reimbursement for any fee’s associated with resuming services with his previous security provider Our office would be willing to revisit his monthly monitoring rate with Fluent, as it appears he cancelled services due to pricingWe are positive we could settle on a monthly rate that is acceptable to the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home
12341942 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 has alleged that our representative told him that he would retain all his benefits from his previous security provider, and that he interpreted this as being able to cancel at any time. The complainant has requested to cancel the 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 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 complainant was asked and agreed to the length of the agreement he entered into. In addition, the complainant was asked if the representative made any promises or commitments that were not printed or written on the agreement. The complainant answered no to this inquiry. The complainant did not call to cancel within his buyer’s right to cancel period. Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. However, if the complainant can provide documentation that the alarm system will not be allowed to be installed in his new residence, we would be happy to negotiate a reasonable cancellation fee with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
January 2, 2018 [redacted] Revdex.com 3421 N. Causeway Blvd. Suite 505 Metairie, LA 70002 Regarding: Case Number: 12585295 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 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 the representative had promised to cover the cost of reinstalling their previous alarm system, should they terminate services with Fluent. We are shocked to hear that the complainant’s previous security provider would charge them to reinstall their services. Unfortunately, it appears that the previous provider is assessing these charges to the complainant and not Fluent. In addition, we have attached the “General Clarification Questionnaire” that was signed by the complainant. The purpose of the questionnaire is to ensure our Customers understand any potential risks they may incur by switching to a new security provider. One of the acknowledgements reads, “I understand that Fluent will not be able to reinstall the equipment from my other alarm company in the event I decide to cancel.” As such, we respectfully disagree with the complainant’s contention the Fluent should provide reimbursement of the installation fee’s being assessed by the complainant’s previous provider. We encourage the complainant to address this matter with their previous provider. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
There at several untruths in the response. (1) The company tried to get us to sign a statement that we would not hold Fluent harmless if anything happened because ADT installed. We refused to sign. The company said they would have to install their own alarm. Their installer stated that the previous equipment was in good working order and changed only the cover. (2) I made three (3) separate attempts to cancel the contract, but was told each time that the person contacted could not help me and that I would have to phone someone else. (3) Also, we were promised a live person would respond to a tripped alarm. That was a lie. (4) If it will cost me $371.99 to discontinue a contractual relationship with a crooked provider, so be it.
September 21, 2017[redacted]The Revdex.com Regarding: Complaint Number: 12364226 Response of...
Fluent Home Dear [redacted]: My name is Tyler Ha[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 led her Great Aunt to believe our organization was affiliated with her previous provider. The complainant states they feel misled, have switched services back to their previous provider, and would like a full refund.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 rate”. The customer at no time mentioned that any comments had been made about our organization being affiliated with her previous provider. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so. In addition, we had spoken with the complainant and her niece after the installation due to a low battery issue that occurred. It was not until March 31, 2017 that the complainant and her niece had requested to terminate services. At that time, the complainant simply stated that they had signed up for a different service provider.Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. However, it does appear that the complainant expressed her desire to cancel, has switched back to her previous provider, and it is clear she no longer wishes to do business with our organization. Our office will agree to cancel the alarm monitoring agreement prematurely, without penalty, effective September 21, 2017. Our office will provide a twelve (12) month refund in the amount of four hundred seventy nine dollars and eighty-eight cents ($479.88)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 12341942, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I didn't expect the company to believe me, but never the less my complaint is with there sales agent who not only lied to me on several occasions, but told me specifically what to say when talking to customer service, explaining that I had to say what he said to avoid some install cost. I also already spoke with someone in relation to me moving to a location in which I could not have the unit and I was told the best they could do was a 3 month delay in service.When I sell my house I will just have to bend the knee to yet another shady company and see about buying out the 5 years at a I guess around $3500 +. In any case I will continue to tell others about Fluents shady sales men, which is a shame cause I like the system itself. Hopefully they will look into what the sales me say and do, and not represent themselves as sub companies of ADT.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12585295, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My main issue is that I was promised by their sales representative our service would be restored by API and paid for if necessary by Fluent. If their sales person was wrong in doing so, they need to re0-educate him. He still verbally promised and that was noted by me in the verbal "interview", they had with me. They never corrected my comment either. In my opinion their Sales rep mislead/misrepresented the company and need to make restitution.
Regards,
[redacted]
January 2, [redacted] Revdex.com NCauseway BlvdSuite Metairie, LA Regarding: Case Number: 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 LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has alleged that the representative had promised to cover the cost of reinstalling their previous alarm system, should they terminate services with Fluent We are shocked to hear that the complainant’s previous security provider would charge them to reinstall their servicesUnfortunately, it appears that the previous provider is assessing these charges to the complainant and not FluentIn addition, we have attached the “General Clarification Questionnaire” that was signed by the complainantThe purpose of the questionnaire is to ensure our Customers understand any potential risks they may incur by switching to a new security providerOne of the acknowledgements reads, “I understand that Fluent will not be able to reinstall the equipment from my other alarm company in the event I decide to cancel.” As such, we respectfully disagree with the complainant’s contention the Fluent should provide reimbursement of the installation fee’s being assessed by the complainant’s previous providerWe encourage the complainant to address this matter with their previous provider 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 12245294, and find that this resolution is satisfactory to me.
Regards,
*** ***
September 21, 2017*** ***
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Regarding: Complaint Number: 12368569
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 has alleged that our representative led her to believe that her previous home security provider was turning their business over to Fluent Home, and that our office would notify her previous security company to cancel her account. 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 agreementThe 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 affirmativelyThe 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 obligationThe 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. If the complainant is still being billed by her previous provider, we would like to invite the complainant to obtain a final bill from that provider, and send it to our officer for reviewOur organization is still providing monitoring services at this time.Thank you for your anticipated review of this matter.Very Truly Yours,Tyler H*** Fluent Home
July 17, *** *** Revdex.com/Greater New Orleans Area NCauseway BlvdSuite Metairie, LA Regarding: Identification Number: Dear Ms*** My name is Tyler
H*** and I am the Director of the Call Center for Fluent HomeI am in receipt of the above-referenced complaint from your officeOn behalf of the Fluent Home organization, I would like to thank your office for affording our company the opportunity to respond to this matter The complainant has in her complaint, indicated that our office did not adequately respond to her concerns regarding her system and is requesting the premature cancellation of her agreement with her officeWhile the complainant’s recitation of the events which occurred are inconsistent with her own records, we are nonetheless going to agree to the premature cancellation of the complainant’s account without further monetary obligation and reimbursement of the requested amount of sixty-eight dollars and ninety-three cents ($68.93)The sole condition to our agreement for this premature cancellation without further monetary obligation is that the complainant must allow our technician to visit her home to remove and retrieve our equipmentWe made this decision based upon various factors including but not limited to the fact that the complainant only recently entered into her agreement with our companyIt should be noted that our records do not reflect the receipt of any fire signals by the monitoring center We trust that this response is acceptable to your office and to the complainantWe thank you again for the opportunity to respond to this matter Very Truly Yours, Tyler H***
August 28, *** *** Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: 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 has responded to our rebuttal and has stated that he will need to see about paying off the remainder of the agreementWe would simply like to remind the complainant that we are happy to come to some sort of settlement, if the customer can provide documentation that a system cannot be installed in his new location Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home
February 21, *** ***
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*** *** *** ** *** Regarding: Complaint Number Dear *** *** My name is Tyler H*** and I
the Director of the Call Center for Fluent HomeI have reviewed the complaint in detail as well as the chronological records for this account at our organization and would respond as follows: The complainant in this matter is requesting that our company agree to prematurely cancel this agreement without further monetary obligation notwithstanding the fact that the customer did not cancel the agreement within the statutory right of rescission and notwithstanding the fact that the customer independently switched her system to a different security service provider during her contractual period with FluentWhen the complainant switched to the other security service provider, she did not inform our companyIn addition, according to the complainant, when the switch was made, the equipment in the customer’s home was removedWhile a significant amount of the equipment in the home belonged to the complainant, there was some equipment which had been added by Fluent Home which shall be described in the ensuing paragraphs of this responseThe customer contends that her reason for seeking this cancellation remedy is because she is dissatisfied with the system and because she is being double billedThe double billing has clearly occurred because the complainant entered into an Alarm Monitoring Agreement with Fluent and then chose to switch to a different companyIt is the position of Fluent Home that we would be entirely within our rights to enforce the agreement between our company and the complainantIt should be noted that Fluent made good faith efforts to assist the complainant with her system including but not limited to scheduling a technician to visit the complainant’s home on the date of September 20, and the complainant contacted our office to cancel this appointment and refused to reschedule itIn addition, our records reflect that on the date of the installation, representatives from our office spent several hours setting up her system for herNotwithstanding the facts and circumstances of this matter, our office would be willing to prematurely cancel this agreement subject to the fulfillment of the following conditions: While most of the equipment that was utilized at the time of the establishment of the agreement between the complainant and our organization was existing equipment in the customer’s home, Fluent did add certain equipment to the complainant’s systemSpecifically, Fluent added a GSM chip, a panel battery and one (1) 2GIG DWSThis is equipment which cannot be retrieved since the complainant has indicated that this equipment was removed by the security service provider she switched toAs such, it is the position of Fluent Home that the complainant needs to pay for this equipmentThe total value of this equipment is three hundred and seventy-one dollars and ninety-nine cents ($371.99)For the avoidance of confusion, Fluent Home will agree to prematurely cancel the complainant’s account if and when the complainant remits payment to Fluent the aforementioned three hundred and seventy-one dollars and ninety-nine cents ($371.99) for the equipment which was installed in her home by our companyI thank your office for affording Fluent Home the opportunity to respond to this complaint and for your anticipated review of this responseIf you have any questions or comments with regard to the foregoing, please do not hesitate to contact meVery Truly Yours, Tyler H***
January 2,
*** *** Revdex.com NCauseway BlvdSuite Metairie, LA Regarding: Case Number: Responding Party: Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear *** *** I am in receipt of the complainant’s recent rebuttal statement and will now respond accordinglyThe complainant maintains that the representative promised that Fluent would reimburse the complainant any fees associated with restoring their alarm monitoring services with their previous providerThe complainant also states this was confirmed in a recorded telephone “interview” with our office I have reviewed the account, and listed to the Welcome Call Survey that the complainant is referring toOur 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 agreementAt no time during this call was it discussed that the representative or Fluent would reimburse the complainant for any costs associated with restoring services with his previous alarm company Our office respectfully disagrees with the complainant’s opinion on this matter, and Fluent will not be providing reimbursement for any fee’s associated with resuming services with his previous security provider Our office would be willing to revisit his monthly monitoring rate with Fluent, as it appears he cancelled services due to pricingWe are positive we could settle on a monthly rate that is acceptable to the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home
August 25, 2017 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Regarding: Complaint Number: ...
12341942 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 has alleged that our representative told him that he would retain all his benefits from his previous security provider, and that he interpreted this as being able to cancel at any time. The complainant has requested to cancel the 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 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 complainant was asked and agreed to the length of the agreement he entered into. In addition, the complainant was asked if the representative made any promises or commitments that were not printed or written on the agreement. The complainant answered no to this inquiry. The complainant did not call to cancel within his buyer’s right to cancel period. Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. However, if the complainant can provide documentation that the alarm system will not be allowed to be installed in his new residence, we would be happy to negotiate a reasonable cancellation fee with the complainant. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
January 2, 2018 [redacted] Revdex.com 3421 N. Causeway Blvd. Suite 505 Metairie, LA 70002 Regarding: Case Number: 12585295 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 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 the representative had promised to cover the cost of reinstalling their previous alarm system, should they terminate services with Fluent. We are shocked to hear that the complainant’s previous security provider would charge them to reinstall their services. Unfortunately, it appears that the previous provider is assessing these charges to the complainant and not Fluent. In addition, we have attached the “General Clarification Questionnaire” that was signed by the complainant. The purpose of the questionnaire is to ensure our Customers understand any potential risks they may incur by switching to a new security provider. One of the acknowledgements reads, “I understand that Fluent will not be able to reinstall the equipment from my other alarm company in the event I decide to cancel.” As such, we respectfully disagree with the complainant’s contention the Fluent should provide reimbursement of the installation fee’s being assessed by the complainant’s previous provider. We encourage the complainant to address this matter with their previous provider. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home
There at several untruths in the response. (1) The company tried to get us to sign a statement that we would not hold Fluent harmless if anything happened because ADT installed. We refused to sign. The company said they would have to install their own alarm. Their installer stated that the previous equipment was in good working order and changed only the cover. (2) I made three (3) separate attempts to cancel the contract, but was told each time that the person contacted could not help me and that I would have to phone someone else. (3) Also, we were promised a live person would respond to a tripped alarm. That was a lie. (4) If it will cost me $371.99 to discontinue a contractual relationship with a crooked provider, so be it.
September 21, 2017[redacted]The Revdex.com Regarding: Complaint Number: 12364226 Response of...
Fluent Home Dear [redacted]: My name is Tyler Ha[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 led her Great Aunt to believe our organization was affiliated with her previous provider. The complainant states they feel misled, have switched services back to their previous provider, and would like a full refund.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 rate”. The customer at no time mentioned that any comments had been made about our organization being affiliated with her previous provider. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so. In addition, we had spoken with the complainant and her niece after the installation due to a low battery issue that occurred. It was not until March 31, 2017 that the complainant and her niece had requested to terminate services. At that time, the complainant simply stated that they had signed up for a different service provider.Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representative. However, it does appear that the complainant expressed her desire to cancel, has switched back to her previous provider, and it is clear she no longer wishes to do business with our organization. Our office will agree to cancel the alarm monitoring agreement prematurely, without penalty, effective September 21, 2017. Our office will provide a twelve (12) month refund in the amount of four hundred seventy nine dollars and eighty-eight cents ($479.88)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 12341942, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I didn't expect the company to believe me, but never the less my complaint is with there sales agent who not only lied to me on several occasions, but told me specifically what to say when talking to customer service, explaining that I had to say what he said to avoid some install cost. I also already spoke with someone in relation to me moving to a location in which I could not have the unit and I was told the best they could do was a 3 month delay in service.When I sell my house I will just have to bend the knee to yet another shady company and see about buying out the 5 years at a I guess around $3500 +. In any case I will continue to tell others about Fluents shady sales men, which is a shame cause I like the system itself. Hopefully they will look into what the sales me say and do, and not represent themselves as sub companies of ADT.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12585295, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My main issue is that I was promised by their sales representative our service would be restored by API and paid for if necessary by Fluent. If their sales person was wrong in doing so, they need to re0-educate him. He still verbally promised and that was noted by me in the verbal "interview", they had with me. They never corrected my comment either. In my opinion their Sales rep mislead/misrepresented the company and need to make restitution.
Regards,
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