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Fluent Home
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Fluent Home
reviews & complaints

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42 complaints
28 resolved 14 unresolved
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Fluent Home - Alarm/monitoring

A Service man came to upgrade out system. We told him that we were going to cancel service at the end of our contract. After discussion, he suggested that we not upgrade because when we canceled we would have to pay for the upgrade. We elected not to upgrade.

We then called Fluent and told them we wanted to cancel. They told us that we could not cancel at that point and gave us a date to call back to cancel.

We called Fluent on that date and we were told that we could not cancel because we had been automatically renewed for 3 years.

After several calls we continued to get the same answer: We could not cancel for 3 more years.

Desired outcome: I would like the contract canceled immediately.

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I have not heard from them! You marked it resolved, I hope it is, but I have not heard anything.

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L
3:33 pm

Fluent Home - Adding additional equipment & Faulty Equipment

I called today for the following: (please note, I have not had any issue with anything until today)

An issue with one wireless camera not wanting to charge. After a few questions, it was determined that the battery did not want to charge. GREAT, they are mailing a replacement battery. I do not recall the person on the phone telling me that it would cost me $20 for them to send me a new battery. WTH!

I also wanted to add the wireless doorbell to my contract (when I signed up in 2019 asked if down the line I decide to add additional items will it be a problem, and was told no it won't).

There is a problem, per Fluent Sales/Customer Service, because I am in year 3 of a 5-year contract they won't add additional equipment unless I purchase the video doorbell outright at the cost of $305 and pay $4 a month.

So, nope, I will not renew with this company and no I will not purchase this doorbell out of pocket.

My advice to anyone looking to use this company - run.

If you still want to use this company know this:

You WILL sign a 5-year contract and will not be able to add equipment if you are past the first 2 years of your contract. Any chance I can point people to another company I will. Very disappointed in Fluent and will transition out to another company as soon as possible.

Desired outcome: I would love to add the doorbell for the additional $4 a month and not purchase outright especially since I still have 2 years left of my 5-year contract.

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M
11:31 am

Fluent Home - We are trapped, because I still have a contract with the former company.

It started with a misunderstanding: the agent of Fluent told at the beginning that he wants an update on our security system. I thought he came from Safe Home Security, which we have a contract. Then he clarified that he is from Fluent and aggressively took us through the process. The bait was: they will install a doorbell camera (what they did later) and suggested me to write a letter to Safe Home Security to cancel. It turned out that I can't cancel our account, because we have a contract with them for more years. They let us cancel, if we pay off our balance: $ 2,024.54. The agent from Fluent told me he will pay the bill, just send it to him. Now I called him more times and let him more text messages, he didn't answer at all.

I guess, we trapped with a scam, and I'm desperate what to do. Please HELP!

4 2,024.54

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6:30 pm

Fluent Home - Fluent home security

I felt taken advantage of. The salesman did not tell me the length of the contract which was 5yrs! during his presentation. Just a lot of quick talk and when it came to sign I agreed but still not realizing the length of the contract and yes my fault. But upon later realizing this I was outside the 3day cancellation time period which that is not enough time to know how well something like a security system will be...red flag...but my house was broken into prior and I clearly needed one...but not to be locked in 5yrs. If I had know what the length was I would have definitely objected. But the fast talk and urgency to get me to sign up got me. So needless to say in order for me to cancel I would have to pay for 80% of the full term of the contract. Now that is just ridiculous! Who would agree to pay for a service that you will no longer have. Clearly this was written in a way so that they get paid either way and the customer is stuck with a service that they don't want. The equipment does not work well constant connection issues...delays in notifications. And I have fiber internet so my speeds are fast. When they installed the doorbell chime inside my home no longer works. And I have told them about it and one said it couldn't be done and another said they would have a tech call...nothing. I don't like their service and I desperately want out but I can't get out cause I don't believe in throwing money in the trash.

They are what I call a corporate mobster...as once your in your in and there isn't any getting out and if you do your gonna pay...so here I am paying for service I do not want...so please stay away! I feel if a company believes in the quality of their service they would offer outs because if they were good then people would want to get out...but since that is not the case they lock you in after 3 days and your stuck whether the service is good or not. I very disappointed with this company and have made it my mission to tell as many people as possible to stay away! Learn from my mistake. Im still serving a 5yr sentence waiting fot it to be all over...

Desired outcome: Let me cancel without the severely harsh penalty.

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1:09 am

Fluent Home - Monthly alarm service

My contract is up. I emailed written notice per their request to officially cancel my plan on 3/23. I was charged again on 4/26. I am getting no response from the customer service rep (John Webster) that I sent the cancelation request to. Two months now paying for a service I don't want to need but don't worry anytime I call they ask 10 different times why I am canceling. I just want my money back and for them to stop charging me.

Desired outcome: I just want my money back and for them to stop charging me.

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4:54 pm
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Fluent Home - Home alarm system

When i first signed up with fluent I was told by the sales person that I would be entitled to 1 free move every 2 years. This was important as we were planning on moving over the next few years. Once it came time to move we were charged for the technician to move the system and when i questioned it i was told I shouldn’t have taken the guys word for it but...

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4:42 pm

Fluent Home - Fluent Home Security

Ive been trying to cancel for over a year, I moved and they are still billing me and no outs for their ridiculous contracts and rules. DO NOT sign their contracts without ensuring what you are getting into. Support is horrible and their whole business model as well. Trust me do not use them or believe their promises when the door to door salesperson persuades you in...

Desired outcome: I wanted my service cancelled

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6:55 pm
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Fluent Home - Home alarm

My mother has had multiple false alarms and miscellaneous alarm beeps for the last couple of years and we have had technicians out and they say they repaired it or replaced the panel and yet it continues. Yesterday was the straw that broke everything. A panic alarm was sent to the police department and they showed up at her house and she was not home. The...

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9:28 pm
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Fluent Home - Refund for 3 months of monitoring service.

I had continuing problems with the equipment. Cameras would not work on wireless home network. Every few weeks the main console would start beeping day and night snd could not shut off. I phoned in December 2021 to cancel and they acknowledged this. I was told that a certain department would be calling me back shortly to complete the request. Waited but no...

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7:17 pm
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Fluent Home - Fluent home security

Fluent is a sham! Once you complete your contract and try to cancel, you are in for a surprise. I fulfilled my 5 year contract in october 2021. On november 1st 2021 I sent a letter to cancel, heard nothing and they continued to take money from my account. I then started emailing fluent as well as api (their billing company) to no avail. I then began calling them, again to no avail. Then I got a fellow who when I explained everything and he told me that he would ensure it got cancelled... Didn't happen.. They continued to try to take money from my account. I had stopped payments. I called again and was told to send a letter which I had done but did again in march 2022. Today they tried again to take money from my account, april 6th 2022. I called again and was told I had to pay until may 2022 because they didn't receive my letter in time! Beware people. Fluent cares only about the almighty dollar...

Desired outcome: I want them to clear my account of these fraudulent charges and cancel my contract.

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Fluent Home - Fluent Home security

Keypads, cameras don't work. Alarm keeps resetting at 130 or 2 am while everyone is sleeping. Fluent refuses to send a tech to fix problem. Still paying monthly fee for equipment that doesn't work. This has been going on for two months. Fluent refuses to return calls. Fluent refuses to provide any proof that the problem has been escalated. Poor customer service. Josh, in Canada, discriminates against USA American Citizens. He stated that he will not send a tech to my house. He is very offensive and has lied numerous times. Josh stated he bet his career that a tech would show up last month. No tech ever showed up.

Desired outcome: Get out of contract since Fluent hasn't kept up their end of deal. Equipment is broken and Fluent refuses to fix or replace the equipment.

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Fluent Home - Fluent and api security system cancellation and refund of money

My husband phoned to cancel our account on august of 2021 because we are moving out of town and not taking the system with us. Apparently no one dealt with it. I had called how many times on December and on January finally someone said we have to do a written cancellation. If someone has told us before then it should have been taken care of. So we sent the...

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4:08 pm
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Fluent Home - customer service rude and incompetent, no integrity and honesty

we have been customers for 5 years and our contract is expired on 4/1/2022. I called to the company on 4/1/2022 to cancel the account because we sold the house and moved out of Washington. And they said that the agreement is auto renewed because they did not receive a written cancelation. The company did not send any auto renewal warning or any notice regarding of renewal. Now the representative said we have to stay with Fluent 36 months. Dishonesty and rudeness of customer service is unbelievable. I asked to talk to a supervisor or a manager, he said they are not available.

Please help to resolve the issue.

thank you

Bart S.

Desired outcome: Cancel the account as of 4/1/2022

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12:39 pm
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Fluent Home - Contract

I signed up with Fluent in 2018 and moved out of my unit in 2021. I informed Fluent I know longer needed the service and wanted to get out of the contract. They told me I could continue to pay til contracts end or pay to get out. I decided to continue to pay and informed them I did not want to renew. A rep said they would notate the account. I paid Fluent...

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12:45 pm
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Fluent Home - Dishonest technician representing a dishonest company

I made the mistake of signing on with Fluent at the end of February. I changed my mind due to the many negative reviews regarding this company. After having cancelled within the 3 day period for Right of Recision, I had Fluent send a technician to remove a Smoke Detector and two Glass Break Sensors. The technician was to arrive within 5 days. He never...

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Fluent Home - Forcing continued service after completed contract

Fluent has a repetitive pervasive habit of not allowing customers to complete their contracts, refusing to help them or support them, dishonesty, run around and scams to make people who have fulfilled their contract obligation keep paying for a service they do not want. All review sites have the same stories. Fluent manipulates and abuses customers. I began...

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1:47 pm
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Fluent Home - Cancelation of home security

I recently moved my parents to an Assisted Living Facility. They own a home in North Highlands, Ca in Sacramento Cnty., that has a Fluent Home Security system. The WiFi and Phone were turned off at the beginning of the month. My father called to cancel the policy at that time and was told he had to show proof he could no longer live at the house alone. Thi...

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10:10 am
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Fluent Home - Security

One of the worst companies I've dealt with. Customer service is a joke and resolutions guy was absolutely worthless. They make it so hard to cancel service even when the contract is up. Contact was made over a three-month process to get cancelled. Three different service reps all different stories on how service is cancelled then spoke with the moron resolution guy how said the opposite of the three reps. The house where service is not occupied and being sold. Way to take advantage of elder people! Received absolutely no help from any of them and had to go to my back to stop payment.

I totally do not recommend this company at all and will be going to BBB where there are many complaints expressing the same situation.

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10:30 am
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Fluent Home - Fluent Home - Deceptive sales

My husband an I signed up for service in 2018. We were told that the contract was for 36 months and we could cancel at anytime after. We are moving and called to cancel and were told that we have 17 months remaining and that a 60 month contract was signed. I recall seeing 36 on the representatives screen. There is no way I would have agreed to 60 months. We never received a copy of the agreement after signing it. When we were told about having additional time left we asked for a copy of the contract to be emailed did not receive on the first time calling. Called back again advising that we did not receive the email, was then told that it could not be emailed and that they would mail it to us. 3 weeks later no email. Called back again and after speaking with a supervisor we finally received a copy of the contract by email where it shows 60 month. 5 YEARS is ridiculous and I know that I did sign that. The representative changed the terms of the contract after we signed.

Desired outcome: I would like my service cancelled with out any penalties

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5:33 pm
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Fluent Home - Scammmm!

Everything you are reading here about what a nightmare Fluent is to cancel is true. I am 6 months into trying to cancel my service, after my contract expired, and am getting the run around. I have had to deal with "Retention Team", "Customer Advocate", multiple calls to customer service, unreal. This has just been surreal. Seriously, run don't walk away from these scam artists. I cannot believe their antics are legal, but definitely not ethical. Anyway, there are plenty of other options out there that aren't scams. It's ironic that they are home security...Who will protect consumers from Fluent? I would’ve honestly went with anyone else !

Desired outcome: That they let you freely leave your contract after it’s over !

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