Helena Chemical Co

April 27, *** *** Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: *** Response of Fluent Home Dear *** ***: 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*** Fluent Home

April 27, *** *** Business & Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Case Number: *** Dear Ms***: We are in receipt of the complainants most recent correspondence It does appear that we have been playing “phone tag” with the complainant We have called the complainant on April 23, April 25, and will be contacting the complainant again today Unfortunately, the complainants voice mail appears to be fullWe would appreciate if the complainant could contact our office as soon as possible at 855-238-so that we may book her appointment Very Truly Yours, Tyler H***

Hello,We have attached a signed letter for the customer to submit to the credit bureausUnfortunately, the complainant has not provided us with any case numbers to include on this documentWe hope that this will assist the customer in finalizing her disputes with the credit bureaus.Sincerely, Tyler H***Director of Customer Loyalty|myfluenthome.comOffice:855-238-4826|th***@myfluenthome.com

February 13, *** *** Business & 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 alleged that his sales representative stated that he would not have an agreement term, and that he had problems with his systemHe states that he asked for the system to be removed from his him within seventy-two (72) hours of the installationThe complainant also alleges that he was told that our organization would not remove the system during that telephone callThe complainant has requested the premature cancellation of the alarm monitoring agreement without penaltyThe complainant was installed on January 24, Our call logs indicate that the complainant did not contact our office until February 6, It appears the purpose of that call was not due to his system malfunctioning, but because he contacted his previous alarm security provider, and they were attempting to charge him for the cancellation of his systemAt this time the agent on the phone, asked the complainant to submit any final bill he may receive from his previous provider, to our office for review With respect to the dispute regarding his agreement terms, our office conducted a Welcome Call Survey to ensure the customer understood the terms and conditions of the agreement prior to the installation of our servicesWe 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*** Fluent Home

November 8, *** *** Revdex.com WSSalt Lake City, UT Regarding: Case Number: *** Responding Party:
Fluent Home, Ltd Response of Fluent Home to the Complainant’s Complaint Dear Ms***: My name is Tyler H*** and I am the Director of Customer Loyalty for Fluent Home LtdI am responding to the above-referenced matter on behalf of Fluent HomeI greatly appreciate your office affording our organization the opportunity to respond to this matter The complainant has stated that she is having difficulty cancelling her services Services were cancelled on October 23, Thank you for your anticipated review of this matter 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 this resolution is satisfactory to me
Sincerely,
*** ***

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

May 23, *** *** 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 stated that they are experiencing issues with their cameras not functioning properly We have reviewed the account history it appears that the issues relating to the cameras are regarding recording schedules being paused, and the WIFI reaching the doorbell cameraWe had spoken to the customer on January 8, and she advised that she would be purchasing a WIFI extender to increase the WIFI strength to the cameraIt appears that the complainant never contacted our office once/if that device was obtained by the customer Our office is troubled to see the complainant is still having issues, and would be happy to resolve them for the complainantWe would just like to know if the complainant obtained the WIFI extender? If not we would be happy to procure one for the complainant as we feel that the issue would be resolved Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

July 22, *** *** 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 matter The complainant has alleged that our representative told a story about how Fluent Home had bought out his previous alarm company, and to continue their service, they would have to continue with a new company (Fluent Home) 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 insure that the customer understands the nature of his/her rights and obligations under the agreement. In this situation, the customer during the survey advised our office that the reason that he had elected to change to Fluent was because of the “price”The customer at no time mentioned that any comments had been made about his previousThe “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing soDuring this same survey, our organization also asked the complainant if he understood that he was entering into a sixty (60) month agreement with our organizationThe complainant answered, “yes”, to this inquiry The complainant states that they are attempting to cut down on some bills, and have decided to terminate their security servicesThe complainant states that he was told our organization would “lock” the account for three (3) months and that after this time frame, the complainant could decide to reinstate the services, or move the services to the new home, or terminate the agreement altogether After reviewing the account information, it was discovered that was not the offer that was extended to the complainantThe complainant contacted our office stating that he would be movingUpon reviewing the phone calls with the complainant and our organization, our agent offered a contract suspension of three (3) months while the complainant looked for a new homeOur agent also explained that if they do not want to move the system, but the new home owners would like to take over the agreement, we would not suspend the account and the complainant would be responsible for the payments on the agreement until the new home owners took over the systemThe complainant then stated that he wanted the new home owner to take over the systemWe asked the complainant to provide us with the new home owners contact informationThe complainant did not have this informationWe also suggested that the complainant contact their realtor, and include the alarm system contract as part of the conditions of selling the home 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 periodThe complainant was informed Fluent Home is a separate entity from the previous service provider, the complainant was informed of the sixty (60) month agreement, and our office also provided two (2) separate options regarding the system move Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

March 20, *** *** 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 stated that this is her second time working with the Revdex.com and Fluent HomeThe complainant states that she has had four (4) different security panels installed in the homeThe customer has stated she is stressed and wishes to terminate the alarm monitoring agreement without penalty We have reviewed the account, and it appears that the complainant has had an above average amount of service calls to the homeMost recently, our office had dispatched a technician to her home on March 15, It appears that the complainants control panel was replaced with a new one, and we believe this will resolve the matterIf additional issues arise, we would be happy to review some cancellation options with the complainant Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

We are sorry to hear the complainant feels that we are a "horrible" companyWe are terribly sorry to hear of the complainants situation, and wish it weren't soWe are confused as to why the complainant agreed to continue with the service after speaking with our office on December 28, This is why we are proposing that the complainant offer what she believes to be a fair cancellation feeIt is clear that the complainant feels that her cancellation fee should be $0.00, although she has refused to answer this question directlyAs a matter of good faith, we will in fact terminate the alarm monitoring agreement without penalty, notwithstanding the fact the agreement is enforceable

April 4, *** *** 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 stated that they were with a different security provider when they were first approached by a Fluent Home RepresentativeThe complainant states that the sales representative would buy out the remaining balance on their previous alarm systems contractThe complainant states the representative stated he would take care of the cancellationThe complainant also states that the representative stated Fluent Home was supposed to process the cancellation request for the complainantThe complainant wishes for Fluent Home to contact their previous provider and cancel their 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 agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative responseDuring the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their ownThe complainant acknowledged his understanding of this obligation As much as our office would like to assist the complainant with cancelling their previous agreement, Fluent has not, and will not, be able to do this for any customerOur office has explained to the complainant, that they simply need to request a final bill from their previous providerOnce that bill is received, they may email [email protected] so we may process their request We are deeply disturbed to hear that the complainant is having a hard time receiving a final bill from their previous companyOur office feels that the complainant may have success obtaining a final bill, if they filed a Revdex.com complaint with their previous company, instead of Fluent HomeOur office has expressed to the complainant that we are willing to cooperate, however, we cannot contact other alarm companies on behalf of a CustomerWe would again like to reiterate that once the documents are received, our office will process their request immediately Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

April 14, *** *** Business and Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: *** Response of Fluent Home to the Rebuttal Filed by the Complainant Dear Ms***: My name is Tyler H*** and I am the Call Center Director for Fluent HomeI have reviewed the most recent response filed by the complainant The Complainant states that he has received an additional invoice from our organization, and states that no credits have been applied to the account Per our records, the complainant has continually rejected our proposalsWe are sorry if there was a miscommunication in our previous responseHowever, we have not proceeded with our offerIn our last correspondence with the Revdex.com on March 22, our office advised of the details regarding the equipment our office would agree to install in the complainant’s residenceOur office also offered an extension of the contract suspension, until the client returns to their homeThis offer was contingent on the condition that the complainant would provide our office with a date we could follow up with him regarding an installation dateTo date, the customer has not responded to our most recent communication sent “Revdex.com Dispute Resolution' [email protected]” on March 22, We would again like to reiterate that our office has suspended the Complainant’s Agreement until such time as the Complainant may resume living in his homeWe simply ask that we receive a date in which the customer would like us to follow up on the reinstallation of the security systemWe would like to further state that our office would be most willing to replace any the Complainant’s security system for him when he is able to resume living in his home In the event that these options are not amenable to the Complainant, our office would be willing to negotiate a cancellation fee with the ComplainantWe regret that we are not in a position to offer a premature cancellation with no monetary obligation as floods are not a part of the warranty and do not provide a basis for a complete voiding of the agreementWe will await direction from the Complainant as to his preference regarding the handling of this matter We again thank your office for the opportunity to respond to this matter Very Truly Yours, Tyler H***

Complaint: ***
I am rejecting this response because:Your terms are unacceptableYou failed to maintain your part of this contract on/around January It's now near the end of March A sensible resolution would be for your organization to void that contract and have your service tech return to get your chipsHave your service tech call before he arrives Sincerely,
*** ***

February 22, *** *** Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: *** 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*** Fluent Home

July 14, *** *** 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 our representative would be able to lower her bill, and provide her with extra security equipment at no costThe complainant states she was not aware that she would be signing with another companyThe customer states she had a difficult time terminating the 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 agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative responseDuring the "Welcome Call" survey, our office asked “Do you understand that Fluent is an independent company, and is not affiliated with any other security company or manufacturer.” The complainant responded with “Yes.” We asked the complainant why she was switching from her previous security service provider, and she stated that she liked the doorbell camera and door lockOur office also offered to cover up to three hundred dollars ($300.00) of any cancellation fee with her previous company The complainant did call to cancel services, and it does appear that the account was terminated without penaltyNo monies had been paid to Fluent Home on the date of installation Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

Complaint: ***
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,
*** ***

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

April 19, *** *** Business & Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Case 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 and I shall take this opportunity to respond thereto The complainant in this matter has requested to cancel her account prematurely without further monetary obligationThe basis of the complainant’s request is that she has been experiencing technical issuesOur office has reviewed the chronological history of the complainant’s accountWe respectfully do not believe that the premature cancellation of the complainant’s account is merited under the circumstances for the reasons more fully enumerated in the ensuing paragraphs of this response The complainant’s system was installed in August of The first (1st) occasion on which the complainant advised Fluent Home that she was experiencing any issues with her system was in April of More specifically, Fluent Home dispatched a technician on April 11, to repair certain issues she was experiencing with her thermostatHowever, after that appointment, the complainant indicated that she had experienced other issuesFluent Home attempted to reschedule another visit with a technicianHowever, we were unable to because the complainant’s voicemail was full and we were unable to leave a voicemailIn fact, a representative from Fluent spoke with the complainant today, April 18, 2018, for the purpose of scheduling an appointment for one of our technicians to visit her home todayHowever, the complainant was not available for this appointment Our technician needs to leave town for service appointmentsHowever, he has offered to visit the complainant’s home on his days off which are Saturday and Sunday (April 21st or April 22nd) if she is available Proposed Resolution While Fluent Home is not willing to prematurely cancel the complainant’s agreement prematurely without further monetary obligation, we would propose the following: We would be willing to have our technician provide a service visit on Saturday or Sunday, April 21, or April 22, We would also be willing to credit the complainant’s account with three (3) free months of monitoring. We would like to thank your office for the opportunity to respond to this matterWe will look forward to the response of the complainant to the proposed resolution to this matter Very Truly Yours, Tyler H***

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 states that they would like their services terminated due to an offer made by a Fluent employee stating their agreement term had been scheduled to end on December 13, Our office has reviewed her file, and located this offerWe have terminated the alarm monitoring agreement, and waived any outstanding balanceThank you for your anticipated review of this matterVery Truly Yours, Tyler H*** Fluent Home