Helena Chemical Co

May 23, [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 We have had the opportunity to review the complaint, and the complainants account in detailThe complainant states that she told that Fluent would beat her current previous alarm providers rate of $per monthThe complainant then wanted a doorbell camera, which raised the rate to $It appears that the device was not able to be installed (per the complaint) and that she was told she had no option to return the camera Upon reviewing the account history, it appears our office offered to lower the complainants rate to $per monthWe had explained to the complainant, that the $rate, was prior to our organization replacing her control panel with a brand-new touchscreen panel, and providing her a reimbursement check to pay off her previous company’s contract in the amount of $At this juncture, we would be willing to offer the complainant a monthly rate of $per monthIf the complainant chooses not to accept this generous offer, and still wishes to cancel the account, the complainant would need to reimburse Fluent $and pay 80% of the remaining balance of the Fluent contract 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 received your reply and their latest response today However, again MrTyler is misinformed I said nothing about not receiving previous credits, but only with regards to their latest bill for months past and one month current Furthermore, I did ACCEPT his offer back on 3/22/with one clarification, that he/they , reply back through you, concerning the extent of their equipment they are offering to install Of which to date, he has not done so Again, all of that is in the email stream below And today they finally do reply to my latest complaint, still not answering my request back on 3/22/ Furthermore, I have received two phone calls from their Sales Representatives since 3/22/and told both of them that I did not have a date when we would be returning to our home but would provide them that information, as soon as that was possible Actually I would like it installed prior to us moving back in and as we are finally having some significant progress in our rebuild, that has been occurring over the last weeks I am expecting an update on this possibility within the next weeksI suggest they review all their communications on this matter from me, you and their Sales Representatives making their phone calls, upon and after 3/22/ I only requested cancellation of their contract after getting, was seems to now be, inaccurate information concerning their installing new equipment in our home at no charge And I have shared that information in one of my previous replies Thank you [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have purchased a extender, and it did not resolve the issueAlso, I have been given the excuse times by this company that my cameras are not set to recordI have talked to customer service several times, and the problem continuesAfter what has happened of our house almost being broken into, and The security system not working, I want my account and contract voided at no additional charge, as the company is not keeping to their side of the contract Sincerely, [redacted] ***

February 9, [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 Director of Customer Loyalty for Fluent HomeWe thank your office for the opportunity to respond to this matter The complainant has stated that her sales representative had promised to terminate the agreement with her previous companyIt appears that we were able to speak to the complainant on several occasions, and have requested that she simply send in her final bill with her previous provider, so that our office can review the documentWe urge the complainant to send in the requested document 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

July 26, [redacted] Dispute Counselor Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Hello, We are in receipt of the customers rebuttal to our responseThe complainant has stated that our representative never conducted our “Welcome Call Survey” while in the complainants homeThe complainant also states that a sixty (60) month agreement was never mentionedThe complainant has asked us if we have stopped to think that the survey was not actually completedThe complainant states that he only signed because the price remained the same, as we are the same companyI would like to inform the complainant that I did take the time to that the Welcome Call survey that was conducted prior to the installation of the systemOn this survey the complainant did agree to the sixty (60) month agreement termIn addition, the sixty (60) month agreement term was outlined on the paperwork and the complainant had a three (3) day buyer’s right to cancel periodThe complainant did not exercise his right to terminate the agreement without penalty during that time frameIn addition, the complainant did not bring up any of these complaints or concerns until almost one (1) year after becoming a Fluent Home CustomerI again would like to remind the complainant that I personally listened to these recorded telephone calls between himself and the representatives at our Contact CenterWith respect to the complainants comments regarding the suspension of his account, I would again like to remind the complainant that I listened to the recorded telephone call with the complainant and the representatives at our organization regarding his desire to moveThe complainant states in his rebuttal that we made up information in our previous responseWe find this comment confusing, as we never indicated that the customer had completed a move to a new location in our previous responseDuring that phone call, our office simply provided the offer to suspend the complainants account for three (3) months or they could refer the new home owner to us, and we would contact in an attempt to have them takeover the systemThe complainant stated he did not have this information (the complainant did not specify if the home was sold or not) and we suggested that he ensure that he contact his realtor and include the system, and contract with the sale of the homeI respectfully disagree with the complainants allegation that I have “lied” about any of the items outlined in my responses, these were recorded conversations, and I am simply relaying the information contained within the recorded telephone callOur office maintains the position that the agreement will not be cancelled outside of the buyer’s right to cancel periodThe complainant is welcome to contact our office to make arrangements to move the system to a new location, to accept a three (3) month suspension of the account, or find someone that may want to take over the remainder of his alarm monitoring agreementThank you for your anticipated review of this matterVery 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]

October 31, [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 our representative her that their previous security provider was merging with FluentThe complainant has stated that they never received a copy of the alarm monitoring agreementThe complainant states they have had issues with their equipment as well 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 obligationDuring the survey, the complainant advised our office that the reason that he had elected to change to Fluent was to “save money”The customer at no time mentioned that any comments had been made about his previous security provider going out of business or being merged with FluentThe “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so The complainant did call within her buyer’s right to cancel period, however her written request to cancel service was not sent until after the buyer’s right of rescission period had expired Our office respectfully disagrees with the complainant’s allegations of a misrepresentation of our field representativeWe have also sent the complainant a copy of their agreementWe have included it in the response to this complaint as well With respect to the technical issues, it appears the control panel had a low battery displaying after a power outage, which is common and will clear when the battery rechargesThe complainant also reported a low battery on their smoke detectorIt is very possible the technician mistakenly forgot to replace the battery on that deviceOur office credited the complainant thirty six dollars and ninety-nine cents ($36.99) for this inconvenience and to assist with the cost of replacement batteries Lastly, it also appears that our office has offered to reimburse the complainant for any double billing that has occurred since switching services to FluentWe have also agreed to review any final bills that may be owed to the previous provider At this time, our organization respectfully disagrees that the alarm monitoring agreement should be cancelled without penalty, as we made a very reasonable effort to resolve this matter with the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

May 10, [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 expressed concerns regarding the delay in servicing his alarm systemWe have reviewed the account, and an Authorized Fluent Contractor has been scheduled to attend a service appointment on May 17, We have applied a three (3) month credit to the complainants Fluent account, for the delayWe sincerely apologize to the complainant for the delay, as this is not typical Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

May 10, [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 spoke to our organization, after his home warranty company referred him to Fluent HomeIt appears there were some miscommunications about the pricing, packaging, and contract termsThe complainant elected not to proceed with Fluent Home, and noticed his credit was ran by the individuals he has spoken to We have reviewed the account, and agree that a credit file was pulled prematurelyI have attached a letter to this complaint, that the complainant may use to dispute the claim with the credit bureauWe will also mail this letter to the complainantThe complainant may file the dispute here: https://www.transunion.com/credit-disputes/dispute-your-credit We are truly sorry for any inconvenience this may have caused the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

March 31, [redacted] Business and Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: [redacted] Response of Fluent Home Dear Ms***: We are in receipt of the complainants most recent response, and thank your office for the opportunity to respond to this matter The complainant has stated that he has again rejected our offer, stating that our office failed to maintain part of the contract I would again like to remind the complainant, that in his original communication, he stated the representative had offered to reimburse him up to four hundred sixty-one dollars ($461.00) of any termination fees with his previous companyI would also like to remind the complainant that during the Welcome Call survey, we had asked if the representative had made any promises or commitments that were not printed or written on his alarm monitoring agreementThe customer responded “no” to this questionThe complainant also acknowledged that he would be responsible for any cancellation fee with his previous company, which he responded affirmativelyI have also attached a copy of the “General Clarification Questionnaire” where the complainant also acknowledged his responsibilities when switching providers I would also like to point out that the complainant did not provide a copy of the final bill with his previous provider until March 13, Although we would also like to have seen a resolution in a timelier manner, the time frame in which we have offered to resolve this matter is not completely unreasonableWe would again like to reiterate that Fluent Home is still attempting to reach a resolution with the complainant At this time, we have not received any information that further persuades our office that this agreement should be cancelled outside the right of rescission periodOur office has made a good faith effort to resolve the Customers concerns, and to honor the verbal agreement that was allegedly made between the complainant and our field representative Should the complainant still wish to terminate the agreement, the complainant may pay eighty percent (80%) of the remaining contract with Fluent, or find someone to takeover the contract Very Truly Yours, Tyler H [redacted] Fluent Home

November 14, 2017Revdex.com Serving Utah [redacted] ***WS.Salt Lake City, UT 84129- 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 matterThe complainant has alleged that our representative is guilty of “Elderly Financial Exploitation” and that our representative lead the complainant to believe that Fluent Home merged with her previous alarm security provider We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understandSpecifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organizationDuring this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the 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 obligationDuring 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 providerThe “Welcome Call” survey left no question that the complainant understood that she was switching companies and understood the ramifications of doing so Our office elected to terminate the alarm monitoring agreement without penalty on November 14, A refund was submitted in the amount of sixty-nine dollars and ninety-eight cents ($69.98) Thank you for your anticipated review of this matterVery Truly Yours, Tyler H [redacted] Fluent Home

June 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] ***: 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 states that he has had issues terminating his alarm monitoring agreement from our organization and is afraid that he will be locked into his agreement After reviewing the account, it appears the installation process was never completedWe have terminated the account, and will refund the complainant any monies paid via checkWe simply ask that the complainant allow our technician to retrieve the equipment that was installedOur scheduling office will contact the appointment to make arrangements for this Thank you for your anticipated review of this matter Very Truly Yours, Tyler H [redacted] Fluent Home

Complaint: ***
I am rejecting this response because:I contacted Fluent only to find out if they had service in my areaThe customer service representative asked me for my name address and telephone numberAfter giving him this information he came back to the phone never answering my questionHe responded by saying, "sorry, because of your credit rating you don't qualify for our service." I kept asking the employee if he ran my credit and it took me five times before he responded YesWondering how he knew my credit rate I received a email stating that a credit inquire had been made by Fluent HomeAnd my problem is this credit inquire was ran without my knowledge or consentI then contacted the company trying to have this unapproved inquire removed without successAfter these unsuccessful attempts I received copy of a letter from Fluent's Director of customer loyalty, Tyler H***In the letter it wasn’t addressed to nobody in reference of but stated “to whom it may concern,"It was not stated from him or Fluent and addressed to the none of the three credit bureausIt is not my responsibility to correct the irresponsible and reckless actions of their companyAnd and as of today the inquire remains on my credit report.
Sincerely,
*** ***

May 10, *** *** 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 alleged that a Fluent Home representative stated he was there to upgrade her previous security systemThe complainant is concerned as he asked personal questions to the complainant as well The personal information requested from the complainant, would have been need to qualify the complainant and set up an accountIt does not appear that the complainant proceeded with an account as we were unable to locate a file with the information provided on this complaint We were unable to locate an account for the complainant; however our office will investigate this matter internally with the sales manager in the area Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

January 9, *** *** Dispute Counselor 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 Call Center Director for Fluent HomeWe thank your office for the opportunity to respond to this matterThe complaint in this matter appears to have been filed by the adult children of the customer on behalf of their motherAs such, for purposes of this response we shall refer to them as “the complainants” for the balance of this responseBefore I address any of the substantive issues raised in the complaint, I would like to express my most genuine condolences on behalf of the Fluent Home family to the complainant, our customer and their entire family for the loss of their loved oneWe understand that this is a devastating loss and we further have compassion for the ensuing consequences which follow such a loss including but not limited to the emotional heartache as well as financial changes which may occur The complainants are seeking to have their mother’s agreement with our office cancelled prematurely without further monetary obligationI wanted to advise your office that after consideration of all of the circumstances involved in this situation and particularly out of compassion for the loss suffered by this family, we are going to agree to their request, provided that our office is permitted to remove and retrieve our equipment at a mutually convenient time Having agreed to the complainants’ requested resolution, it was vitally important to us as an organization to respond to the merits of the allegations made against our companyThe complainants have alleged our sales representative took advantage of their parents especially due to them being elderly and misrepresented his identity and affiliationAllegations of this nature cause us great concernTo further discover in the complaint that the complainants’ deceased Father felt further affronted as a veteran causes us additional concern We believe that a review of the chronology of the transactional history of this account would be highly appropriate under these circumstancesFirst, we extended a thirty (30) day right of cancellation even though the statute only required three (3) daysIt should be noted that the account holders in this situation did not request to cancel during this extended time periodSecond, (2nd), we asked the account holder during our Welcome Call Survey why she was switching to Fluent Home as her security service providerShe responded that it was for a “cheaper rate”I would strongly suggest that this response reflects an understanding that that she was making a conscious choice to change alarm security providers and that she was receiving a monetary benefit in exchange for her choiceDuring this survey our office explained to her that Fluent Home would not be cancelling her previous alarm company agreement and that she would be responsible for doing soShe acknowledged that she understood thisWe asked her whether it was evident to her that her sales representative was working for Fluent from the time she encountered him and she acknowledged that it was and continued to be throughout the presentationOur office confirmed other details during the telephonic survey including the term of the agreement being sixty (60) months Our organization’s positive communications with the account holder continued beyond the Welcome Call SurveySpecifically, in June of 2016, she contacted our office to advise us that she was experiencing issues with a low batteryOur office sent a technician to her home to service her accountShe did not mention any dissatisfaction with our organization at that timeWe proactively contacted her within a few days to verify that the system was working and her response was, “like a rocket”Approximately one (1) month later in July, our office received a call from Victor (an individual from her listed emergency contacts) who requested to lower the monthly monitoring rateOur office offered to provide two (2) months of free monitoring on the account which Victor declinedVictor then got upset and made comments about medical issues that the account holder had and disconnected the call In November our office received a call from David whom we believe to be the account holder’s sonDavid attempted to cancel the account at that time This request was declined as the customer’s period of rescission had expired In the complaint, the customer has raised an issue regarding penalties they have received from ADTIt was important to our organization to advise the Revdex.com that this was never raised to our companyHad this been brought to our attention, we would have absolutely attempted to assist them with their penalties Ultimately, it is the position of our office that the account holder received positive service on her account and it was only when an attempt at premature cancellation was made following the expiration of the extended period of cancellation that the accusations against our organization were madeNotwithstanding our organization’s position that we provided the service we were supposed to, we are willing to cancel the agreement prematurely without penalty provided that we are able to remove and retrieve our equipment at a mutually convenient timeI thank your office for the opportunity to respond to this matter and for your anticipated review of our responseIf you have any questions or comments with regard to the foregoing, please do not hesitate to contact me Very Truly Yours, Tyler H***

March 5, 2018*** ***Business & Consumer RelationsRevdex.com of UtahWest SouthSalt Lake City, UT 84129 Regarding: Complaint Number:
*** Response of Fluent Home Dear *** ***: My name is *** *** and I am the Director of Customer Loyalty for Fluent HomeWe thank your office for the opportunity to respond to this matter. Initially, I would like to apologize for the delay in our responseOur office had a service appointment booked with the complainant on March 3, We wanted to note the end result of that appointment before providing our response to the Revdex.com today March 5, Please attach this response to the complaint file. The complainant has stated that the sales representative had promised that the Arlo cameras had a six (6) month battery life, and various issues with the mobile applicationThe complainant has also experienced getting an appointment rescheduled after they had to cancel an appointment. We have reviewed the account, and we would like to apologize to the complainant for the miscommunication regarding the battery life on the Arlo CamerasTypical battery life is thirty (30) to forty-five (45) days depending on how much activity is picked up by the cameraWe would also like to apologize for the miscommunication regarding the rescheduling of her service appointment, the complainant should have been contacted for a reschedule, and a clerical error made it seem as if the complainant’s issues had been resolved. We do show that a technician attended a service appointment on March 3, to conduct a full system testThe technician did state that the system was in full working orderHowever, the complainant still does not seem to have a charging cord for the cameras. At this juncture we would like to offer the complainant two (2) options. Fluent will ensure the charging cord is mailed to the home, and will provide a six (6) month credit for the issues they have experienced so far. The second option is that the customer may cancel their alarm monitoring agreement with Fluent Home, however we simply ask that the complainant allows our office to retrieve the equipment. Thank you for your anticipated review of this matter. Very Truly Yours, *** ***Fluent Home *** *** Director of Customer Loyalty O: | t***@myfluenthome.com The information contained in this e-mail message is intended only for the personal and confidential use of the designated recipientsThis message may be an attorney-client communication, and as such is privileged and confidentialIf the reader of this message is not an intended recipient, you are hereby notified that any review, use, dissemination, forwarding or copying of this message is strictly prohibitedPlease notify us immediately by reply e-mail or telephone, and delete the original message and all attachments from your system

April 26, *** *** 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 Initially, I would like to apologize for the delay in our responseWe have had the opportunity to review the complaint, and the complainants account in detailThe complainant states that she was not aware of the terms and conditions in the alarm monitoring agreement and alleges that Fluent Home never conducted any type of recorded phone call, where we advised the complainant of the sixty (60) month agreement termThe complainant states she wishes to cancel the service, due to an experience that her elderly neighbor had Obviously, our organization is very concerned regarding the comments the complainant made about her neighbors experienceWe would encourage the complainant, to have her neighbor contact us so we may review their account, if that has not occurred alreadyUnfortunately, we do not have any information regarding this individual, or we would investigate this matter as well Upon reviewing the account history, we could not find any instance in which the customer has reported issues with the Fluent Home systemIf the complainant has experienced issues, we would love to hear about them, and make any necessary repairsThe complainant seems to state that Fluent has “bad” customer serviceIn January, the complainant contacted our office requesting to cancel her servicesOur office applied a three (3) month credit to the complainants account to assist them with their paymentsWe fail to see how that is “bad” customer serviceWith respect to the complainant’s allegations that our office never disclosed the terms and conditions of the alarm monitoring agreement, we respectfully disagree with this statementPrior to the installation of the alarm system, every Fluent Home Customer participates in a “Welcome Call Survey”This survey is designed to ensure that each and every Fluent Home customer is explained the agreement length, price, and that they understand their cancellation rights I have included a copy of that recording for the complainant to review At this juncture, our office respectfully disagrees with the complainant’s contention that their alarm monitoring agreement should be terminated without penalty Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

Complaint: ***
I am rejecting this response because: 1st Andrew called and left one voicemail stating I am returning a missed callI attempted to call him back several times and his phone goes to voicemailThe only reason why I have his personal number is he wrote it down when he changed my thermostatSecondly I placed a call to fluent on April 18th @ 129pm in which they connected me to Andrew who stated he could be at my house in minutes otherwise he had to leave to get to HoustonI was currently at work and unable to meet him in twenty minutes but did offer alternate times when I was available. He stated some one would call me back if his schedule could be adjustedNo one has called me back, but I get this respond stating he can come out Saturday or SundayI again called fluent on April 20th and I am waiting on a response from scheduling now to see what time Andrew or IF he is coming on 4/or 4/and what timeI did request Tyler Hartman to handle the call but according to the rep he is unable.
Sincerely,
*** ***

March 30, *** *** Business and Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: ***
Response of Fluent Home Dear Ms***: 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 stated that the representative had promised to pay up to four hundred sixty-one dollars ($461.00) of any termination fees with his previous company, if he switched to Fluent HomeThe customer has stated since switching providers, he has been billed by both companiesThe customer has since sent in his final bill with the previous providerThe customer states he has not had a resolution to his issues We have reviewed the account history and our materials regarding this matterOur 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. In this situation, the customer advised our office during the survey that he was not being monitored by another companyDuring this survey, the customer acknowledged that he would be responsible for terminating his agreement with his previous alarm company, and that he would be responsible for any cancellation fees associated with doing soUpon review of the final bill, it appears that the cancellation fee is much more than the $that the representative and customer had apparently agreed uponThis agreement was also made without our knowledge, as we also asked the complainant if there were any promises or commitments made by the representative, that were not printed or written on the alarm monitoring agreementThe complainant responded, “No.” to that questionWe 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 do not want the customer to continue to experience double billing from Fluent and their previous providerOur office will agree to reimburse the complainant eight hundred eleven dollars and eighty-six cents ($811.86) to terminate his previous alarm companies contract, and honor the two (2) month credit for the double billing he has experiencedShould the complainant still wish to terminate the agreement, the complainant may pay eighty percent (80%) of the remaining contract with Fluent, or find someone to takeover the contract Very Truly Yours, Tyler H*** Fluent Home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that their response is the next step in getting this issue resolved They have contacted me and I have given them the information they need to determine the facts.After they determine the facts, we will see if their attempt at resolution is acceptable
Sincerely,
*** ***