Helena Chemical Co

Hello, We have reviewed the complaints account, and it is clear they no longer wish to do business with our organization. We have terminated the alarm monitoring agreement effective May 18, 2018 without penalty.Thank you for your anticipated review of this matter.  Very Truly...

Yours, Tyler H[redacted]

December 11, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South 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 Home. We 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 mother. The 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 understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. In 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 agreement. The 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 penalty. Although, 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 organization. We will agree to terminate the alarm monitoring agreement without penalty effective December 11, 2017. 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

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]

March 13, 2018   [redacted] Business & Consumer Relations Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129   Regarding:            Your ID...

Number:            [redacted]   Dear [redacted]:   My name is Tyler H[redacted] and I am the Director of the Call Center for Fluent Home. I thank you for affording our office the opportunity to respond to the above-referenced complaint.   The complainant has requested that our office cancel her agreement prematurely without further monetary obligation. The basis of her request is that the property where her security system is currently installed has been repossessed by the County that she resides in. The complainant had initially entered into an agreement with our organization in 2012 and then re-signed her agreement in June of 2017 for an additional sixty (60) months. At the time of the re-sign, Fluent maintained her monthly monitoring rate at forty-five dollars and ninety-nine cents ($45.99) and also upgraded her panel and provided her with two (2) key fobs.   Fluent certainly understands the complainant’s circumstances and, as such, would be willing to relocate and reinstall the Fluent Home equipment at the complainant’s current residence. This would allow the complainant to fulfill her contractual obligations. Alternatively, Fluent would also allow the complainant to resolve this matter by paying a reasonable cancellation fee. We would like to ask the complainant what they feel a reasonable fee would be, considering a new sixty (60) month agreement was entered into by the complainant.   I regret that we are not willing to agree to the premature cancellation of the complainant’s agreement without further monetary obligation. However, we believe that this remedy is merited in this situation.   I thank you for your anticipated review of this matter.   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.
Sincerely,
[redacted]

August 12, 2016 [redacted] Dispute Counselor Revdex.com of Utah 3703 West 6200 South 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 Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter. The complainant has stated that she had trouble with the installation, payments, and in the end terminating her services with our organization.  I have reviewed the account and it appears our organization resolved the matter with the complainant directly. Their refund was wired into their checking account, and the services terminated. The complainant has requested that corrective action be taken against the two agents at our contact center with whom she communicated with. We have reviewed the account history with the individuals involved, and will address the matter internally.Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]Director of Customer LoyaltyFluent 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.
It is comforting to know they are willing to do the right thing.   Should we expect additional documentation directly from the company for their acceptance of the termination?
Sincerely,
[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]

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 AM ACCEPTING THIS UNDER DURESS.  After listening to this recording (which I had been told by a CS Rep on the phone was NOT available) I see I was accepting the "INITIAL TERM OF 60-MONTHS" but was NOT told that it was a contract that we were locked into for that time.  Not much the consumer can do about companies that do not give you a contract you can read and do not use proper language to describe what you are getting in to.  I would like to know what the cost would be to get out of this "Contract" so I can dump this company.  Thank you Revdex.com for your professional and speedy work in this problem.
Sincerely,
[redacted]

July 26, 2016 [redacted] Dispute Counselor Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129    Regarding:             Complaint Number:        [redacted]                                 Response of Fluent Home   Hello, We are in receipt of the customers rebuttal to our response. The complainant has stated that our representative never conducted our “Welcome Call Survey” while in the complainants home. The complainant also states that a sixty (60) month agreement was never mentioned. The complainant has asked us if we have stopped to think that the survey was not actually completed. The complainant states that he only signed because the price remained the same, as we are the same company. I 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 system. On this survey the complainant did agree to the sixty (60) month agreement term. In 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 period. The complainant did not exercise his right to terminate the agreement without penalty during that time frame. In addition, the complainant did not bring up any of these complaints or concerns until almost one (1) year after becoming a Fluent Home Customer. I again would like to remind the complainant that I personally listened to these recorded telephone calls between himself and the representatives at our Contact Center. With 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 move. The complainant states in his rebuttal that we made up information in our previous response. We find this comment confusing, as we never indicated that the customer had completed a move to a new location in our previous response. During 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 system. The 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 home. I 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 call. Our office maintains the position that the agreement will not be cancelled outside of the buyer’s right to cancel period. The 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 agreement. Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted] Fluent Home

April 26, 2018   [redacted] Business & Consumer Relations Revdex.com Serving Utah 3703 W. 6200 S. Salt Lake City, UT 84129   Regarding:            Case Number:       [redacted]   Dear...

Ms. [redacted]:   My name is Tyler H[redacted] and I am the Director of the Call Center for Fluent Home. I 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 obligation, receive a refund in the amount of six hundred twenty-five dollars and eighty cents ($625.80). The basis for the complainant’s request, is that she had cameras installed, changed their internet provider without notifying Fluent Home prior to doing so, and that it took approximately seven (7) months to resolve the issue.   We have reviewed the clients alarm account in detail. It appears the complainant notified our office of her issues on August 25, 2017. The complainant was not home to trouble shoot, and stated he would like us to reach out within 24 hours to trouble shoot. Unfortunately, a follow up did not occur. The complainant did contact our office on August 31, 2017, and it was determined a technician was needed to repair the issue, since the cameras were mounted on the customers roof.   A technician was scheduled to attend on October 24, 2017, however the complainant was not home when our technician arrived to conduct the repairs. The complainant contacted our office to report the issue was not resolved on December 30, 2017. A service appointment was booked for January 31, 2018. When the technician left the home, the cameras were functioning again.   On March 26, 2018 we received a message from the customer stating that the cameras were not working, and that their bill increased. Our office tried to reach the complainant to address the matter on: March 26, 2018 March 27, 2018 March 28, 2018   On March 29, 2018 our office attempted to reach the customer again, and sent a letter to the complainant that we had been unable to reach them.   The complainant contacted our office on March 30, 2018, and an appointment was scheduled for April 3, 2018. Unfortunately, the technician was ill, and the appointment was moved to April 6, 2018. During the appointment, the technician was able to restore the video feed to the cameras.   The complainant contact our office on April 14, 2018 to report camera issues again, and a technician was sent on April 19, 2018. During this appointment, our technician added our own router, and synced the NVR hub to that router.   We do hope that the complainant is no longer having camera issues, and would like to issue a three (3) month credit to the Fluent Home account for the inconveniences experienced thus far. It does appear the rest of the security system has functioned properly without incident.   With respect to the billing, Fluent Home has not increased the monthly monitoring rate. It appears there was a change to the way taxes have been billed in their area, and the increase is state taxes that are now being charged on the account.   At this juncture, Fluent Home will not be terminating the alarm monitoring agreement without penalty. We encourage the complainant to contact our office in the event the cameras are no longer functioning.   Sincerely, Tyler H[redacted]

Hello, We are terribly sorry for this experience, it is not indicative of how this process normally works. We have attached the shipping label. We'd also like to let the customer know that the $33.00 deposit has been sent via check refund. Please allow up to 2 weeks for the refund to...

arrive.  Thank you.

Hello, We are in receipt of the clients most recent response. Although 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 fee. Fluent has honored the cancellation request from the complainant, and sent a check refund via mail. We suggest disputing the charges with their current provider if they are seeking reimbursement. We are sorry that we cannot be of further assistance at this juncture.

October 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South 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 Home. We 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 call. It appears that our office contacted the complainant on September 29, 2017 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 appointment. To date, we have not heard from the complainant. We ask that the complainant contacts us at 855-238-4826 to schedule an appointment.   Thank you for your anticipated review of this matter.   Very Truly Yours,         Tyler H[redacted] Fluent Home

November 6, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South 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 Home. We are in receipt of the complainants rebuttal, and will now respond thereto.   The complainant has stated again that they feel there was false 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 merger. The complainant states that their service has not been comparable to what was in place before. The 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 representative. There have not been details that were over looked by our office. This 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 services. To do it any sooner would be premature. We 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 reasons. It 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 9, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129    Regarding:             Complaint Number:       ...

[redacted]                                 Response of Fluent Home   Dear Ms. [redacted]:   My name is Tyler H[redacted] and I am the Director of Customer Loyalty for Fluent Home. We thank your office for the opportunity to respond to this matter.   The complainant has stated that her sales representative had promised to terminate the agreement with her previous company. It 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 document. We 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

October 31, 2017 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South 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 Home. We 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 Fluent. The complainant has stated that they never received a copy of the alarm monitoring agreement. The 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 understand. Specifically, our office regularly performs a “Welcome Call” survey when a customer is seeking to enter into an agreement with our organization. During this “Welcome Call” survey, the customer is asked a series of questions designed to ensure that the customer understands the nature of his/her rights and obligations under the agreement. The questions included, but were not limited to the following: The complainant was asked whether our sales representative was wearing his Fluent Home badge and uniform to which the complainant responded affirmatively. The complainant was also asked whether our representative identified himself as being from the Fluent Home organization and this generated an affirmative response. During the "Welcome Call" survey, it was also explained to the complainant that Fluent Home was a separate organization from their then existing alarm security company and that any responsibility for cancellation of their current agreement would be their own. The complainant acknowledged his understanding of this obligation. During the survey, the complainant advised our office that the reason that he had elected to change to Fluent was 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 Fluent. The “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 representative. We have also sent the complainant a copy of their agreement. We 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 recharges. The complainant also reported a low battery on their smoke detector. It is very possible the technician mistakenly forgot to replace the battery on that device. Our 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 Fluent. We 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

October 3, 2016 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South Salt Lake City, UT 84129    Regarding:             Complaint...

Number:       [redacted]                                 Response of Fluent Home   Dear Ms. [redacted]:   My name is Tyler H[redacted] and I am the Call Center Director for Fluent Home. We 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 $539.88. The complainant recently paid this amount to cancel their account. The customer claims to have sent in their request to cancel 30 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, 2016. 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 period. However, we will make a good faith effort to resolve this matter with the complainant and agree to refund the $539.88 they paid to cancel their account with Fluent Home via check. Please allow 2-3 weeks for the refund to arrive.   Thank you for your anticipated review of this matter.   Very Truly Yours,     Tyler H[redacted] Fluent Home

April 3, 2018 [redacted] Business & Consumer Relations Revdex.com of Utah 3703 West 6200 South 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 Home. We 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 resolved. At this juncture, Fluent Home will agree to terminate the alarm monitoring agreement without penalty. Our 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

We thank you again for your time in communicating with our organization regarding this matter.