Helena Chemical Co

Complaint: [redacted] I am rejecting this response because: To be perfectly honest with you I don't think I noticed his shirt with fluent on it until I was asked that question and that was right before they left my house as far as I can remember that was well after they had tricked me into signing the phone of which they had this so called contract on that I didn't know I was signing I thought I was agreeing for them to put their panel in not signing a 5yr contract If they had presented a paper contract for me to sign Like any reputable company I would not have signed itso their trickery should not be legal and bindingAnother indicator of deceitful business practicesI have zero confidence in this company to provide security for my familyI Lose sleep every night because I was tricked into allowing this so called security company in my door I can assure the owner I will never recommend this company to anyone the only reason I will keep their sign in my yard is so if anyone ask me about them I can tell them what a bunch of crooks I think they are Sincerely, [redacted]

April 27, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted] ***: Our office is in receipt of the most recent communication from the complainantThe customer states that they standby their assertation that they were never made aware of the sixty (60) month agreement termThe complainant states that they were in receipt of a letter stating that our representative never left the complainant with a copy of their agreementThe complainant included several attachments, including the information of their neighbor’s accountsThe complainant has stated that our organization will not take into considerations the “consumers word”, and that they no longer have faith in our system We would like to thank the complainant for including their neighbor’s informationWe would be happy to reach out to them independently, to address their concernsWe feel that it is obvious why we would not allow another customer or third party to cancel a home security account on behalf of someone else We were disappointed to see that the Revdex.com system did not include the welcome call attachmentWe have gone ahead and emailed the complainant a copy of that recording directlyWith respect to the copy of the agreement, we have verified that a copy of the agreement was emailed to the complainant on the date of installationWe are sorry for any confusion the letter they received has caused At this juncture, our office has not been presented with any additional items that have changed our position regarding this matterWe encourage the complainant to listen to the welcome call survey, and contact us with any questions they may have as our office goes through extensive measures to ensure our Customers are aware of the terms and conditions of the Alarm Monitoring Agreement Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

February 13, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted] ***: We are in receipt of the complainants additional commentsThe complainant has stated that it took nine (9) calls to get a part orderedThe complainant also states that we should speak with him We would like to remind the complainant that the part he needs to have replaced is not covered under Fluent Homes warrantyThe part was an existing device that was already part of his system, and therefore, the complainant would be responsible for replacing the deviceOur office had eventually offered to replace the device at no cost, including waiving the shipping fee’s The complainant has stated that he was never offered a free monthUpon reviewing the account, it appears that it was the sales representative who called in the free month for the complainant We will contact the complainant via telephone today as per his request in the latest communication Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

July 6, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe thank your office for the opportunity to respond to this matter The complainant has submitted a complaint to the Revdex.com, stating that an unauthorized credit check was done prior to her purchasing of the alarm systemI have reviewed the account in question, and it does not appear that the complainant signed up for our services Pursuant to our code of conduct, this type of behavior is prohibited by our sales representativesWe will be taking appropriate action with the individual in question, and I have attached a letter asking for the removal of the inquiry 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:I am very well aware of this but due to returning the equipment and also loosing my house This justifies and completely explains why this is a very valid reason for this cancellationI did not just up and decide that I wanted to simply cancel service I lost my house that is a perfectly valid reason on why this should be canceled I cannot believe that the corporation is actually asking me for some of payment being I lost house That is just appallingHorrible Business!!!!! Sincerely, [redacted] ***

May 18, [redacted] Business and Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Complaint Number [redacted] To Whom It May Concern: My name is Tyler H [redacted] and I the Director of the Call Center for Fluent HomeI have reviewed the complaint in detail, and will now take the opportunity to respond to this complaintThe complainant states that she was assured that her Fluent representative would take care of any cancellation costs accrued when switching her alarm service to FluentIt appears that this did not happen, because of the time left on her agreement with the complainant’s previous providerThe complainant has asked that Fluent change it’s practicesWe have reviewed the accountTypically, in these scenarios, Fluent representative’s will tell our contact center agents how much he is paying off for the previous provider, and this amount agreed upon in our Welcome Call SurveyThe Fluent representative in question did not make our office aware of this arrangement, and we were unable to confirm this amountWe will discuss this matter with this individuals sales manager to ensure he follows the appropriate proceduresIt does appear that Fluent honored the complainants cancellation request, and is providing a full refundI thank your office for affording Fluent Home the opportunity to respond to this complaint and for your anticipated review of this response Very Truly Yours, Tyler H [redacted]

February 22, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear Ms***: I am in receipt of the complainant’s rejection of our previous responseThe complainant states that he does not think he noticed the representatives green shirt, until he was asked the question on the welcome call survey As previously mentioned, our office was very clear that the complainant was entering into an agreement via the Welcome Call SurveyThe complainant has also stated that if our office had presented a paper contract like a “reputable” company he would not have signed up for the services Our office disagrees with the complainant’s contention that “reputable” companies only use “paper” contractsElectronic agreements are very common amongst all industries, and a copy of the agreement was emailed to the complainantOur office was very upfront regarding the terms and conditions of the agreement, and the fact that we our organization is independent of any other alarm company Our office has not been presented with compelling evidence that will change our position that the complainant’s alarm monitoring agreement should be cancelled prematurely without penaltyWe again urge the complainant to send in the requested documentation mentioned in our previous responses as soon as possible so that we may resolve this matter Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

April 12, [redacted] Business and Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Complaint Number [redacted] Dear Ms***: My name is Tyler H [redacted] and I the Director of the Call Center for Fluent HomeI have reviewed the complaint in detail, and will now take the opportunity to respond to this complaintThe complainant main issue with the complainants equipment seems to mainly be with the camerasEven after adding wifi extenders, there are still connectivity issuesFluent will agree to release the complainant from the Alarm Monitoring Agreement without penalty effective April 12, I thank your office for affording Fluent Home the opportunity to respond to this complaint and for your anticipated review of this response 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 I do have one question, what happens if I do not receive the refund check? Will there be any recourse? Sincerely, [redacted] ***

January 30, [redacted] Business and Customer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear [redacted] ***: My name is Tyler H [redacted] and I am the Call Center Director for Fluent HomeWe thank your office for the opportunity to respond to this matter I have reviewed the complaint filed by the complainant’s niece on her behalf in its entiretyThe complainant has requested that our office agree to cancel her agreement without further monetary obligation as well as to provide her with a full refund of amounts paid to our officeIn reviewing the complainant’s transactional history with our office, I did note that the complainant’s alarm system was installed on the date of May 20, which is over seven (7) months prior to the filing of the complaintHowever, notwithstanding this factor, our office will agree to the premature cancellation of the agreement without further monetary obligation as well as to her request for a full refundThis decision was made after reflecting on the totality of the circumstances in this matter including but not limited to the complainant’s age as well as the fact that it is evident that her preference is to return to her prior alarm security companyWe do not wish to provide a hindrance to the complainant being able to work with the company of her choosing In conclusion, our office will cancel the complainant’s agreement without further monetary obligation and will provide a refund to her of the amounts she has paidWe thank your office for the opportunity to respond to this matterIf 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 [redacted]

December 11, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe thank your office for the opportunity to respond to this matter The complainant has alleged that a Fluent Home representative has participated in “fraudulent” activity with the complainant’s motherThe complainants mother is of advanced age, and had an alarm service with a previous company prior to Fluent Home installing alarm services 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 affirmativelyIn addition, our office asked the complainants mother whether there was anyone she would like us to speak to, including but not limited to an adult or daughter, to discuss her entering into the alarm monitoring agreementThe complainant responded “no”, to this question It is our understanding that the complainant may have power of attorney over her mother, and that she would like the premature cancellation of the alarm monitoring agreement without penaltyAlthough, our office respectfully disagrees with the complainant’s allegation that there was wrong doing by our representative, it is clear the complainant no longer wishes to do business with our organizationWe will agree to terminate the alarm monitoring agreement without penalty effective December 11, A major factor into our decision, was the advanced age of the complainant’s mother Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

Hello, We are in receipt of the clients most recent responseAlthough we are sympathetic to the fact that their previous provider charged them a re-installation fee, Fluent does not agree that there is any obligation on our behalf to reimburse the complainant this feeFluent has honored the cancellation request from the complainant, and sent a check refund via mailWe suggest disputing the charges with their current provider if they are seeking reimbursementWe are sorry that we cannot be of further assistance at this juncture

Hello, We have reviewed the complaints account, and it is clear they no longer wish to do business with our organizationWe have terminated the alarm monitoring agreement effective May 18, without penalty.Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted]

October 3, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear Ms***: My name is Tyler H [redacted] and I am the Call Center Director for Fluent HomeWe thank your office for the opportunity to respond to this matter The complainant has stated they wish to receive a refund in the amount of $The complainant recently paid this amount to cancel their accountThe customer claims to have sent in their request to cancel days prior to the end of their agreement to avoid a yearly automatic renewal of their agreement Our office did not receive the document on the day in question, and asked the customer to provide proof of the fax being sent on or before August 9, The customer provided fax logs to our office, which indicated that the documents were sent on August 19, 2016, after the thirty (30) day period to prevent the automatic renewal of the alarm monitoring agreement We regret that after reviewing this matter, we have not received any information that persuades our office that this agreement should be cancelled outside the right of rescission periodHowever, we will make a good faith effort to resolve this matter with the complainant and agree to refund the $they paid to cancel their account with Fluent Home via checkPlease allow 2-weeks for the refund to arrive Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

November 6, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe are in receipt of the complainants rebuttal, and will now respond thereto The complainant has stated again that they feel there was information presented at the time of the sale, and that the representative stated Fluent had merged with the complainants previous provider, and that no new equipment was needed because of the mergerThe complainant states that their service has not been comparable to what was in place beforeThe complainant also states that our follow up survey should be completed within the cancellation period We once again, we respectfully disagree with the complainant’s contention that there was misrepresentation by the representativeThere have not been details that were over looked by our officeThis statement appears to be the opinion of the complainant, however, our recorded surveys paint a different picture The Courtesy call survey occurs thirty (30) days after the installation, specifically so the customer has time to use the servicesTo do it any sooner would be prematureWe cover the terms and conditions of the agreement, PRIOR to the installation of the system, to ensure the customer understands the agreement they will be entering into with our organization We have reviewed the complainants account, and will agree to terminate the services for the following reasonsIt is clear that the complainant no longer wishes to do business with our organization, and the complainant appears to be of advanced age This is merely a good faith effort to resolve the complaint for an elderly customer Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

February 12, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe thank your office for the opportunity to respond to this matter The complainant has stated that he recently switched to Fluent Home, and he has had issues with low batteries, and now a malfunctioning sensorThe complainant has expressed discontent that Fluent Home does not warranty existing equipment We have reviewed the account, and it appears that our office had spoken to the customer on February 10, A free month of service had been credited to the account, and our office offered to mail a replacement device to the customer as a courtesy being that he is a new CustomerWe ask that the complainant contact us when the new device is received, so that we may walk the complainant through the simple installation process Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

April 3, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe thank your office for the opportunity to respond to this matter The complainant has stated that they recently moved, and the process of moving their system has been frustrating due to their previous equipment having wires cut, and that the reinstallation of the system at their new home was not complete We have reviewed the account, and it appears the issue is still not resolvedAt this juncture, Fluent Home will agree to terminate the alarm monitoring agreement without penaltyOur only requirement is that the complainant allow our technicians to retrieve our equipment Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

October 6, [redacted] Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT 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 HomeWe thank your office for the opportunity to respond to this matter The complainant has rejected our previous response stating that he has again contacted our office to schedule an appointment on September 27, 2017, and that the scheduling department was not available to take their callIt appears that our office contacted the complainant on September 29, and gathered several dates and times to service the complainant It does appear our office has attempted to reach the complainant since to schedule an appointmentTo date, we have not heard from the complainantWe ask that the complainant contacts us at 855-238-to schedule an appointment 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 meI would like Fluent to come get their equipment and end our agreement at no additional chargeYes a tech did come however the camera lasted for weeks...not daysAlso the tech is not local and is a subcontractor and is not actually employed by FluentThe tech couldn’t answer any questions about the mobile application so there are still issues with that Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The fact that you are saying "if" the allegations are true One phone call to The Records Office at the City of Spartanburg ###-###-#### will verify that your representative was in the neighborhood soliciting business with no license or permit to do so That is an indisputable fact There is no question that that is true I accept that the rest is he said/she said since my mother didn't think to have a recording going to memorialize the conversation as it was happening Your company took advantage of an elderly woman that didn't realize the jeopardy she was placing herself in by allowing this person into her home and by giving him personal information Again, know that we are monitoring all accounts in her name and will go after this person with every possible legal weapon available to us if so much as one penny is missing out of any of her accounts or if any new account is opened using her social security number Your apology is noted Sincerely, [redacted]