Helena Chemical Co

March 31, 2017   [redacted] Business and 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]:   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 company. I 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 agreement. The customer responded “no” to this question. The complainant also acknowledged that he would be responsible for any cancellation fee with his previous company, which he responded affirmatively. I 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, 2017. 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 unreasonable. We 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 period. Our 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

June 27, 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 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 completed. We have terminated the account, and will refund the complainant any monies paid via check. We simply ask that the complainant allow our technician to retrieve the equipment that was installed. Our 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

January 30, 2017   [redacted] Business and Customer 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 Call Center Director for Fluent Home. We thank your office for the opportunity to respond to this matter.   I have reviewed the complaint filed by the complainant’s niece on her behalf in its entirety. The complainant has requested that our office agree to cancel her agreement without further monetary obligation as well as to provide her with a full refund of amounts paid to our office. In reviewing the complainant’s transactional history with our office, I did note that the complainant’s alarm system was installed on the date of May 20, 2016 which is over seven (7) months prior to the filing of the complaint. However, notwithstanding this factor, our office will agree to the premature cancellation of the agreement without further monetary obligation as well as to her request for a full refund. This decision was made after reflecting on the totality of the circumstances in this matter including but not limited to the complainant’s age as well as the fact that it is evident that her preference is to return to her prior alarm security company. We do not wish to provide a hindrance to the complainant being able to work with the company of her choosing.   In conclusion, our office will cancel the complainant’s agreement without further monetary obligation and will provide a refund to her of the amounts she has paid. We thank your office for the opportunity to respond to this matter. If you have any questions or comments with regard to the foregoing, please do not hesitate to contact me. 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. I would like Fluent to come get their equipment and end our agreement at no additional charge. Yes a tech did come however the camera lasted for 2 weeks...not 30 days. Also the tech is not local and is a subcontractor and is not actually employed by Fluent. The tech couldn’t answer any questions about the mobile application so there are still issues with that.
Sincerely,
[redacted]

April 9, 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, and I am in receipt of the complainants rebuttal.   We are terribly sorry for any miscommunication that occurred between the sales representative, and the complainant. The complainant seems to take issue with the fact that the letter is stated “To Whom It May Concern”.   Again, the complainant will need to file an inquiry dispute with the credit bureau. I have included the link where the complainant may register online to file the claim. The letter provided should be included as an attachment with the complaint.   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 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 stated that her previous home security provider was no longer in business, and that Fluent Home was taking over their customers. The complainant has requested the termination of the alarm monitoring agreement, a refund of the one (1) month of monitoring that was paid, along with an additional thirty-five dollar ($35) reimbursement due to her placing a stop payment with her financial institution.   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: Whether or not the complainant wanted us to contact someone else, such as an adult son or daughter, prior to entering into an agreement with Fluent. The complainant stated she did not want us to contact any other parties prior to signing up. 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 her understanding of this obligation.   It appears that our office honored the complainants cancellation request. A check refund in the amount of forty four ninety-nine ($44.99) was also approved. Our office will not agree to refund the complainant the fee assessed by her bank for the stop payment she had placed. It appears that the complainant took this action on her own volition, and not at the direction of Fluent Home.   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: The fact that you are saying "if" the allegations are true.  One phone call to The Records Office at the City of Spartanburg ###-###-#### will verify that your representative was in the neighborhood soliciting business with no license or permit to do so.  That is an indisputable fact.  There is no question that that is true.  I accept that the rest is he said/she said since my mother didn't think to have a recording going to memorialize the conversation as it was happening.  Your company took advantage of an elderly woman that didn't realize the jeopardy she was placing herself in by allowing this person into her home and by giving him personal information.  Again, know that we are monitoring all accounts in her name and will go after this person with every possible legal weapon available to us if so much as one penny is missing out of any of her accounts or if any new account is opened using her social security number.  Your apology is noted.
Sincerely,
[redacted]

July 19, 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. I was unable to locate the account information for the complainants mother. I have emailed the complainant to provide me with her name and address so that I may investigate this incident. We will provide our response once this information is received.Thank you for your anticipated review of this matter. Very Truly Yours, Tyler H[redacted]Fluent Home

April 7, 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 Mayra Sosa:   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 she was still under contract with her previous alarm service provider when she switched to Fluent Home. The complainant switched services to Fluent home on June 23, 2016.   We have reviewed the account history and our materials regarding this matter and find this claim to be difficult to understand. The customer did not bring this matter to our attention until March 21, 2017. Almost nine (9) months after the initial installation. Our office had made several attempts to contact the complainant in regards to her satisfaction with our services, and other account issues. Unfortunately, it was not until the March 21 communication that the complainant advised our office that she never received a copy of her agreement. (We would like to remind the complainant that the agreement was an E-Contract, and a copy of this was emailed to the email address provided on the date that Fluent began services.) Our office spoke to another individual about the account in which the same claim was made on March 23, 2017. On March 29, 2017, we spoke to this individual again, who stated that they are under two (2) agreements now. One with Fluent, and one with their previous provider. It appears the complainant asked us to test the system, in which we discovered the complainant had already switched services back to her previous provider.   Additionally, 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 because of the “lower payment” that Fluent offered. The “Welcome Call” survey left no question that the complainant understood that he was switching companies and understood the ramifications of doing so.   Our office respectfully disagrees with the complainant’s allegations that the agreement should be cancelled prematurely without penalty for the reasons stated by the client. The complainant did not cancel services within the three (3) day buyer’s right to cancel period. No paper contract was provided because the complainant signed an E-Contract, which was sent to the email address the complainant provided to our office.   However, our office will agree to terminate the services simply as a matter of good faith. Our decision was made after great deliberation, and is based mainly off of the fact that the complainant is of advanced age. Our office will not agree to a refund to the complainant, as our office had provided services to the complainant, and the complainant did not bring these allegations to our attention until almost nine (9) months after the installation of our services. Our office will agree to cancel the alarm monitoring agreement prematurely, without penalty, effective April 7. 2017   Thank you for your anticipated review of this matter.   Very Truly Yours,     Tyler H[redacted] Fluent Home

November 14, 2017Revdex.com Serving Utah[redacted]3703 W. 6200 S.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 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 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 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 provider. The “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, 2017. 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 matter. Very Truly Yours,  Tyler H[redacted] Fluent Home

May 10, 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 he recently spoke to our organization, after his home warranty company referred him to Fluent Home. It appears there were some miscommunications about the pricing, packaging, and contract terms. The 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 prematurely. I have attached a letter to this complaint, that the complainant may use to dispute the claim with the credit bureau. We will also mail this letter to the complainant. The 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

Complaint: [redacted]
I am rejecting this response because: I have filed disputes with the 3 credit agencies and each has told me nothing could be done until they received a letter from Fluent withdrawing the Inquiry, stating the inquiry was done without my knowledge and consent. SO, it is Fluent who has to do the next step NOW and send letters to each of the credit reporting agencies to withdraw the inquiry.  A dispute does not work for an illegal credit inquiry.That is from each of the agencies.  Only the company can fix the problem. So fix it NOW. You FLUENT
Sincerely,
[redacted]

February 12, 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 he recently switched to Fluent Home, and he has had issues with low batteries, and now a malfunctioning sensor. The complainant has expressed discontent that Fluent Home does not warranty existing equipment.   We have reviewed the account, and it appears that our office had spoken to the customer on February 10, 2018. A free month of service had been credited to the account, and our office offered to mail a replacement device to the customer as a courtesy being that he is a new Customer. We ask that the complainant contact us when the new device is received, so that we may walk the complainant through the simple installation process.   Thank you for your anticipated review of this matter.   Very Truly Yours,     Tyler H[redacted] Fluent Home

Complaint: [redacted]
I am rejecting this response because:
 I received your reply and their latest response today.  However, again Mr. Tyler is misinformed.  I said nothing about not receiving previous credits, but only with regards to their latest bill for 2 months past and one month current.  Furthermore, I did ACCEPT his offer back on 3/22/17 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 3/22/17.  Furthermore, I have received two phone calls from their Sales Representatives since 3/22/17 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 2 weeks.  I am expecting an update on this possibility within the next 2 weeks. I suggest they review all their communications on this matter from me, you and their Sales Representatives making their phone calls, upon and after 3/22/17.  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]

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]

May 10, 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 expressed concerns regarding the delay in servicing his alarm system. We have reviewed the account, and an Authorized Fluent Contractor has been scheduled to attend a service appointment on May 17, 2018. We have applied a three (3) month credit to the complainants Fluent account, for the delay. We 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

Complaint: [redacted]
I am rejecting this response because: I have purchased a Wi-Fi extender, and it did not resolve the issue. Also, I have been given the excuse 3 times by this company that my cameras are not set to record. I have talked to customer service several times, and the problem continues. After 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]

May 23, 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.   We have had the opportunity to review the complaint, and the complainants account in detail. The complainant states that she told that Fluent would beat her current previous alarm providers rate of $49.00 per month. The complainant then wanted a doorbell camera, which raised the rate to $55.99. 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 $49.99 per month. We had explained to the complainant, that the $41.99 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 $935.81. At this juncture, we would be willing to offer the complainant a monthly rate of $45.99 per month. If the complainant chooses not to accept this generous offer, and still wishes to cancel the account, the complainant would need to reimburse Fluent $935.81 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