Helena Chemical Co

July 6, *** *** 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 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*** Fluent Home

May 18, *** *** Business and Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Complaint Number *** To Whom It May Concern: My name is Tyler H*** 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***

September 21, 2017*** ***Business & Consumer RelationsRevdex.com of UtahWest SouthSalt Lake City, UT 84129 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 their system has not worked properly since August 25, 2017, and that they had requested someone to come check on their systemThe complainant states that they are being charged for services that are not being rendered and that Fluent has been unable to service their alarm system. Our office was able to review the complainants file, and it appears that our records vary slightly from what the complainant reportsOur scheduling team spoke to the customer on August 28, The complainant stated to our office, that she would only be available for service appointments after 6pm, or on weekendsSection of the alarm monitoring agreement states that our office will services systems during “business hours” (Mon-Fri 8:00am-6:00pm)Notwithstanding this fact, our office has made attempts to work around these hours, however this has also caused a delay in our ability to service the system.Although, our office is not happy with the length of time that has transpired to accommodate the complainants service request, we do show that we had made several attempts to book a service appointment for the customer for the date of September 19, Unfortunately, our calls were unreturned, and that service date has now passed. Our office respectfully disagrees with the complainant that the alarm monitoring agreement should be terminated without penaltyHowever, we do feel that it would be fair to compensate the customer. Our office has applied a three (3) month credit to the account, due to the inconvenience the complainant has experiencedThe complainant is welcome to contact us to book a service appointment, and we will do our best to accommodate their schedule.Thank you for your anticipated review of this matter.Very Truly Yours,Tyler H*** Fluent Home

March 20, *** *** Business & Consumer Relations Revdex.com Serving Utah WSSalt Lake City, UT Regarding: Identification Number: *** Dear Ms***: My name is Tyler H*** and I am the Director of the Call
Center for Fluent HomeI thank you for affording our office the opportunity to respond to the above-referenced complaint On behalf of Fluent Home, I would initially like to express my understanding and empathy for the experience that the complainant has gone throughHaving an intruder in one’s home is most upsetting and we are incredibly sorry that the complainant experienced such an unsettling event in her lifeWe are hopeful that the complainant will heal from this situation as quickly as possible We were most concerned when we read the complainant’s allegations concerning the response which she received to her requests for assistance during this alarm eventAs such, we made certain to diligently research this matter to determine precisely what occurredThis included but was not limited to listening to the recordings of calls made to the complainant from our monitoring center as well as calls made from our monitoring center to the police dispatchWhile we certainly are reluctant to do anything to contribute to further distress to the complainant, we must respectfully disagree with the complainant’s recitation of the events which took place on the date of June 13, for the following reasons: The complainant is alleging in her complaint that she requested police assistance four (4) times from our monitoring centerWe pulled the recording of the conversation with our monitoring center and it was clear from this conversation that our Monitoring Center operator asked the complainant one (1) time whether everything was okay and when she said, “No”, the operator indicated that he would send helpWe then have the recording of the central station operator calling Police dispatchSpecifically, when the individual answered the call, the person answered with, “Police Dispatch”Our operator then requested that police be dispatched to the complainant’s homeIn her complaint, the complainant indicated that she had been informed that the monitoring center had called the “non-emergency number”Our recorded call makes seems to make it clear that the call placed by the monitoring center operator was to police dispatch and not to a non-emergency numberRegardless, we will do the appropriate research to double check that the proper numbers are on file at the central stationIn addition, the call from the monitoring center operator to the police dispatch indicates that an intruder was present which does suggest an emergency situationThe only possible misunderstanding was that the complainant was referring to a “sun room” and the operator under the stressful and urgent circumstances may have interpreted her to be saying, “front room”. The complainant is requesting the premature cancellation of her agreement with Fluent Home without further monetary obligationHer request is based upon her contention that Fluent Home failed to live up to its contractual obligationWe respectfully are not willing to agree to this premature cancellation of her agreement without further monetary obligationWe believe that we did honor our obligationsWe dispatched assistance to herWe regret the upsetting experience she had, but we believe that we performed our obligationsWe thank your office for the opportunity to respond to this complaint Very Truly Yours, Tyler H***

November 4, *** *** 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 stated that they received a final bill from their previous company, and they believe that Fluent Home should reimburse them for the cost of their final bill with their previous providerI have researched the account, and am sorry to hear that the complainant is having these issuesIt is unfortunate that the complainant has not given Fluent Home the opportunity to resolve their concerns prior to contacting your office, as this is a matter we are happy to resolve with the complainantWe simply need a copy of the final bill sent to our office for reviewOnce received, we will be able to contact the complainant for a resolutionI did notice that the complainant attempted to contact our office on October 6, and when they couldn’t verify the verbal password on their account, they hung up on our agentsI have sent the complainant their password via mail so that they may access their accountWe urge the complainant to send in the requested document as soon as possible so that we may resolve this matter Very Truly Yours, Tyler H*** Fluent Home

Hello, Our records show that the alarm monitoring services have been terminated, and phone calls have ceasedPlease let us know if that is no longer the case

06/06/Revdex.com W S Salt Lake City, UT RE: Complaint ID: *** My name is Tyler H*** and I am the Director of Customer Loyalty for Fluent HomeRegardless of the circumstances surrounding the running of the complainants credit, we are certainly more than willing to do what we
can to assist with the complainants request to have this inquiry removed from their credit report. To that end, we would offer the following suggestion to the complainant. In the complaint, the complainant requested that we write a letter on your behalf to have this inquiry removed. While we would certainly be more than happy to do it, our experience has shown that it is generally more effective if you submit a dispute to the credit reporting agency. Our office will not challenge the dispute and this should provide you with the result that you are seeking. You will need to file what is referred to as a “dispute” with the credit reporting agency. As a matter of procedure, the credit reporting agency will forward your dispute to our office. At that juncture, our office has the option of disputing your request. I give you my personal assurance that our office will not dispute your challenge to the inquiry. Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

October 3, *** *** 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 not aware they were signing a sixty (60) month agreement with our organization, and that the Fluent representative said they could cancel the service at any time We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understandOur 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 agreementIn this case, the complainant’s son took the Welcome Call survey on behalf of the complainantThe complainant was asked “Do you understand that the agreement you have just entered into with Fluent has an initial term of sixty (60) months, and throughout this period your monitoring rate will be fifty-nine dollars and ninety-nine cents ($59.99) plus applicable taxes?” The complainant’s response to this question, was “Yes”The complainant was also asked, “Do you understand that you have a three (3) day right of rescission on this agreement?” To which the complainant responded, “Yes” At this juncture, our office respectfully disagrees with the complainant’s allegations of not being informed they were signing into an agreement with Fluent HomeOur office will not agree to cancel the agreement prematurely without penaltyIf the customer has experienced an issue or concern with their system, we would be happy to address their concernsThank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

February 13, *** *** Business & Consumer Relations Revdex.com of Utah West South Salt Lake City, UT Regarding: Complaint Number: *** Response of Fluent Home Dear *** ***: 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*** Fluent Home

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

Complaint: ***
I am rejecting this response because: I have again contacted Fluent to schedule a service appointment. My call was made at approximately 5:pm EST on Wednesday 9/27/which was during their supposed business service technician hours, and yet again I was told the service department was unavailable and I would receive a call back within the next hours. This is the same exact reply that I have received for every single call I have made to FluentWhile someone did call me on 9/to schedule an appointment it was for that very same day 9/19. We were not available for an appointment on such short notice and now the cycle begins again with another promise to return my call to schedule said appointment. I simply do not understand why it is impossible to schedule an appointment when I call, and I would be happy to provide a copy my phone bill showing every single call I have made to Fluent for a service appointment and how many of those calls were not returned. We are tired of the broken promises and we wish to be relieved of our contract without penalty immediately.
Sincerely,
*** ***

March 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 The complainant has stated that she saw an inquiry from Fluent Home recently We have reviewed the account, and it appears that the complainant had attempted to qualify for a home security system with our organization along with “Beontay Vennis’Smith”It does not appear that the complainants qualified for the system, and the account was never installed We are unsure as to why the agent emailed the client, asking them to contact the Revdex.com for the removal of their credit inquiryThe client will need to fill out a dispute form with the bureau with whom the inquiry appearsI have attached a letter the complainant can furnish to the credit bureau as well Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

June 1, *** *** 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 approached by a Fluent representative, and that after saying they were not interested, the representative continued to pursue his spouse to sign upThe complainant states he was promised a thirty (30) day trial but was only given three (3) daysThe complainant has requested for the account to be cancelled, and his payment of $refunded We have reviewed the account history and our records show that the account was terminated on May 23, A refund was also submitted in the amount of $55.99, which will arrive via check refundWe are confused about the complainants statement regarding the thirty (30) day cancellation periodSpecifically, 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. We listened to the recording, and did confirm with the client there would be a three (3) day buyer’s right to cancel periodWe are sorry to hear a miscommunication had occurred nonetheless. 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,
*** ***

Complaint: ***
I am rejecting this response because:After Fluent Had refused to reinstall the *** systemHap to contact *** and pay a service charge of $97.00I would like to be reimbursed for the installation fee and to be compensated for time and stress?? See Billing receipt attached
Sincerely,
*** ***

Hello, It is clear the client is not willing to further diagnose the problemWe have cancelled the account without penalty effective May 25, The client may keep the equipment. Thank you

June 15, 2016 *** *** 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 requested the termination of one of their accounts due to the fact their agreement was transferred to another partyThe complainant contacted our company on June 15, 2016, and we discussed the events that transpiredIt appears a series of events caused one account not to be terminatedFluent Home agreed to terminate the account in questions as part of a good faith effort to resolve the situation for the complainantThe complainant agreed to the resolution, and we will considered the matter closed Thank you for your anticipated review of this matter Very Truly Yours, Tyler H*** Fluent Home

March 7, 2017 *** ***Business and Consumer RelationsRevdex.com of UtahWest SouthSalt Lake City, UT 84129 Regarding: Complaint Number:
*** Response of Fluent Home Dear Ms***: 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 I have reviewed the complaint filed in this matter The complainant is requesting that our office cancel the agreement that he signed with our office in May of prematurely without further monetary obligationThe basis of his request involves the issues he has experienced with the flooding damage that he has sustained in his area of Baton Rouge, LouisianaOn behalf of Fluent Home, I wanted to initially express our compassion for the difficulty and inconvenience that this situation has created for the residents in this areaOur organization has other customers in this area and has attempted to make accommodations to assist them In the situation of the complainant, we have already suspended the complainant’s account and applied four (4) months of credits to his accountWhile we do apologize for our delay in applying the credits, the credits were ultimately applied to his accountWe have made similar accommodations to our other similarly situated customers Our office respectfully does not believe that the premature cancellation of the complainant’s agreement is merited in this situationRather, we believe that the suspension of the agreement wherein the months are tacked on to the conclusion of the agreement is an equitable resolution to a situation which was not caused by the complainant or by our organizationAs such, our office is not willing to agree to the premature cancellation of the complainant’s agreement without further monetary obligation We thank your office for the opportunity to respond to this matter Very Truly Yours, Tyler H***

Complaint: [redacted]
I am rejecting this response because: This is a blatant lie. The sales representative never asked me your "Welcome Call" survey while in my home. He never mentioned a 60 month agreement. As I stated, he told me that he needed to upgrade our system due to new ownership. Have you stopped to think he filled out your survey WITHOUT actually conducting the survey? I read other complaints and they read the same exact situation as mine. The representatives always fail to mention important information and make up excuses as to why they need to upgrade systems. And why would I sys price? The pricing was the SAME as my old alarm company that's why I signed your document because I was told, "the price remains the same because its the same company."To your next lie, on the phone your representative asked me if I wanted to disconnect the alarm system OR put a lock on the account. They mentioned that there is a possibility the new owners may want this alarm system as a selling point and to ask my realtor before selling the home. So, I said sure, please put a lock on my account because they said I would not be charged during the lock period. Guess what, I was charged. No lock was put on my account earlier this year, as confirmed by the new representative I spoke to. The rest is all made up information by your company. I told your representative that I was PLANNING on moving perhaps by this fall. Which is WHY she said to put a lock on the account. You say that I have moved and I failed to give you the new owner's contact information? I never was asked for such information because I OWN THE HOUSE. I never said there was a buyer yet. Where do you get your facts from? Seems your employees enter information regarding customers at their own discretion, taking liberties with their data entry duties.As such, I refuse your wrong information. I was led to believe otherwise by two of your employees and information was withheld. Furthermore, I was told my account was locked when it never was and I was still charged. It is not my fault that your company hires such people who misrepresent themselves and Fluent.
Sincerely,
[redacted]

April 12, 2018 [redacted] Business and Consumer Relations Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129 Regarding:            Complaint Number [redacted] Dear Ms. [redacted]: My name is Tyler H[redacted] and I the Director of...

the Call Center for Fluent Home. I have reviewed the complaint in detail, and will now take the opportunity to respond to this complaint. The complainant main issue with the complainants equipment seems to mainly be with the cameras. Even after adding wifi extenders, there are still connectivity issues. Fluent will agree to release the complainant from the Alarm Monitoring Agreement without penalty effective April 12, 2018. 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]