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3.6 80 Reviews

Fluent Home Complaints Summary

50 Resolved
30 Unresolved
Our verdict: With a good resolution rate, Fluent Home generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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3:41 pm EST
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Fluent Home Fluent Security System

Hi,

I recently sold my house at 1584 N 100 East, Layton, Utah 84041. Before that I had a monthly Fluent service. I never signed an agreement, but they are stating that I did and refusing to cancel my service. They are stating it is in effect for 3 years and that I need to call back the month before the agreement expires or it renews and I will be locked in again on a home I don't own.

Jessica Weese

[protected]

[protected]@yahoo.com

Desired outcome: I would like to have my service cancelled and the monthly billing charges removed from my account going forward.

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12:07 pm EST
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Fluent Home Fluent Home Security

My contract was up with Fluent on 1/19/24 after a 5-year term. I called on 1/23/24 to cancel. I was rudely told that because I didn't give them 30 days' notice, I was auto-renewed for at least another 3 years. The original postcard I had stated that I had until 1/23/19 to cancel, so I assumed I had the same grace period, I was told no and that if I didn't pay, they would send me to collections. This is predatory and there are consumer protections in place for this type of practice. I have already called and emailed Fluent twice to terminate with no resolution.

Desired outcome: Complete cancellation

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Update by EDL85712
Jan 31, 2024 3:24 pm EST

Called today 1/31 and spoke with Mary who claimed she was in Utah, stated I am stuck with this, I asked to speak to a supervisor or provide me with another number and she gave me the same number listed above. Still unresolved and not happy about their customer service once again.

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7:37 pm EST
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Fluent Home I would like nothing more to do with this company.

Fluent has told me several times for several years! that they would have a tech come and replace my battery in my panel. since at least 2021 I have been waiting on this battery. I was told after the first few times I wouldn't need to pay because they see they missed getting it to me several times! in these 3+ years I have had to hear a loud beeping sound because of the battery that goes off every 5-10 mins while I'm working while I'm sleeping all day every day. today I returned a voicemail from fluent, and they said they didn't know why I was calling which made me upset because they had just called my phone about 5 times from 8am till 2pm I explained to rep Marie that I was upset per my services and was explaining to her why and she says well this call isn't starting off good so I'm going to end the call! I asked why I wasn't rude or yelling or using bad language I was just explaining my situation and she hung up on me. I called back got rep Christian he was nice at first, I explained all to him, we got to the battery part he said I will send out a tech to replace it. It will cost you $80 something I don't remember full amount I said oh no I was told years ago it would be free he said (with no empathy) well sorry ma'am you have to pay! he started yelling over me as I was trying to explain to him and then he hung up on me as well! then I called back and got a very rude rep Cons who said he was the only manager I could talk to and said so what do you want I said how could you be a manager and talk to a customer like this he said ma'am I'm going to hang up the call we are getting nowhere he also started yelling over me as I was talking and he also hung up on me! this was all today from 2:15pm until 3:27pm cst. I have had nothing but issues from this company and no service literally. I was on the phone with a rep while my home was broken into and told the rep not to send police away that the intruder was probably being still until police left and then after rep sent away the police while I'm still on the phone she says oh now there is a motion detector going off by the time she called back police the intruders had already got away with my big screen tv and cell phone and remote for my surround sound system, all I got was sorry ma'am!

Claimed loss: years of a non-working panel, countless hours of peace in my own home due to the panels constant beeping, money wasted on service, my big screen tv, cell phone, and remote stollen.

Desired outcome: I would like to be refunded for months of me paying for a service I was never provided, and then I would like to be released from their contract that they just tricked me into again!

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1:14 pm EST
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Fluent Home - Home security

Just run! If I could give a zero I would! Worst experience ever! Only had service since Oct 2023 door bell, wall panel and app have never worked properly was told a tech was coming to fix still 3 months later nothing. I've called over 2 dozen times to be pushed away. Within 30 days of owning I told them I wanted out of contract they lied and told me I...

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Fluent Home - Home security system

- I signed a contract with Fluent September 8th 2017 - I called Fluent (API Alarm Inc.) June 12, 2023 to ask them to discontinue service as I was moving to another residence and did not care to have the service transferred to the new residence. - A telephone representative told me that I could not discontinue the service because she said that in March...

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Fluent Home - Alarm system - contract cancelation

I have been trying to cancel my account because I am moving. I have only about 7-9 more months of contract. I notified them and faxed a letter on 10/16 as they requested and said they would send me a letter with an amount to pay off my contract in 2-3 weeks. I called back on 10/24 after receiving an email stating they received my fax and they said I should...

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Fluent Home - Everything to do with them

I have had the unfortunate experience of dealing with this company for the better part of two years. I was locked into a contract and couldn't get out. I was swindled into signing up with them, as I have 11 stores and needed secuirty. But hey guess what? These are a complete scam, dishonest, and disloyal people ever. DO A FAVOR AND GO WITH TELUS OR BELL OR...

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Fluent Home Fluent home security system

My contract was set to expire in September and I went ahead and disconnected the system in June, because I was not planning on keeping the service once my contract was completed. I did not contact them before disconnecting, so I found it strange that in the 2 months that followed that they never called to notify me that they were no longer receiving a signal from my system. They never checked to see if everything was alright or if I needed a tech to come out and check my system. People should be aware that Fluent is not monitoring their security systems. I called them August 1st to cancel and the first rep I got hung up on me. The second time I called I was given an email address to send a signed and dated cancellation notice. I sent it that day and received a confirmation email that my cancellation notice has been received and would be reviewed. Today it has been 53 days since I sent that notice and I still have not received confirmation that my account has been closed.

Desired outcome: I want my account closed and I want nothing more to do with this company ever again.

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Fluent Home Cancel my plan

Horrible customer service and total scammers!

They just hung up on me when I declined their offer to renew our contract another 3 years, no way am I going to stick with a horrible company like this another 3 years! Called again and got connected to the department to cancel all services and all of a sudden the lady tells me i can’t cancel because I’m currently in a 3 year contract that was “automatically renewed last month”. How convenient! So why was this man calling me to renew my contract?!?!? The reason I called in the beginning was to inquire about why my panel wasn’t working all of a sudden and it just turned into a sales opportunity for them and a nightmare for me. There is no way i am staying another 3 years with them. I will sue them!

Desired outcome: CANCEL MY PLAN

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Fluent Home Fluent home security

Fluent home security has not been monitoring my home for a year now. I have asked them to stop the service yet they still charge me. I call last week and and was told that I had to talk to a resolutions specialist. before I could discontinue the service, yet I have no service with them. I am under no contract. This company is a big rip off we are an elderly couple that cannot afford for them to continue to take money from us. How can we get help?

Desired outcome: Stop taking our money and threatening to mess up our credit

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Fluent Home - Fluent home security company

I started having problems with one of my doorbell camera on May 12, 2023, called in and a tech came out who was from a contract company, this tech came with only a screwdriver and nothing else and could not fix or work to see what the problem was, he set a appointment to come back, when that date came no one showed up. I called fluent and then scheduled...

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Fluent Home - Customer service

Do not I repeat! Do not trust this company. They will withhold enough information to get you to pay for another month. I called and canx service on [protected], customer service rep says ok done. Get a bill for Jun and July, I do not understand why July is on there I canx service. I call again and was told oh no you have to have written notice to canx, the...

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Fluent Home Home security system

My daughter has an alarm system with Fluent. It is horrible. On July 22nd, her home was involved in a flash flood. They were devasted. We lost my six year old granddaughter, her dog, their home, their car and their truck. The alarm NEVER went off to alert them. For two weeks after the flood, the alarm company emailed an alert saying the alarm was not active. It couldn't be active since the house floated away and has been demolished. When My daughter finally spoke to a person to find out why the alarm never went off, they threatened to send her account to collections if she didn't continue to pay for the alarm system even though she has no house. She is living with family while she grieves the loss of her daughter. This company has no heart and should be liable for not alerting them as the water rose.

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Fluent Home Sales Representative Misrepresentation

On July 7, 2023 I was visited by a sales rep. After explaining what my home security needs were the sales rep. told me the equipment would be free because I was signing a 60 month service contract. I get a credit card and bill for over $4,000. I was I needed an alarm service, but I would have chosen a more reasonable selection of cameras without the updated panels or doorbell to fit my budget. He would have gotten the sale, but now I've soured on the company altogether. I've got 60 months to live with my actions and this poor judge of character. Not just from the sale rep., but from the service I received when I contacted your offices.

Desired outcome: I want an acknowledgement that the sales representative that represents your company has been spoken to. Apologizes for the lies. I'm sure these sales practices will continue

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11:45 pm EDT
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Fluent Home Fluent Home

Have been trying to contact Fluent for about 1 month now to cancel our contract. When we call we get the automated system and as of yet have never gotten through. We wait on hold for 30-40 minutes without anyone ever picking up. Have tried 3-4 times per day and still no luck in speaking with anyone. Have left numerous messages on the ‘voicemail’ but no one calls back. We have emailed countless times and have asked that someone from resolutions call us and we’re told by Becky that “resolutions is typically an inbound department and they take calls in order they are received.”

Someone picked up the other day after being on hold for 30 minutes. We told him we wanted to cancel the contract and he put us on hold and never came back. We Waited on hold another 20 minutes and finally hung up. Tried to call back immediately but got the automated system yet again. I don’t know how they run a business when they never answer their phone or call back when you leave a message.

Desired outcome: To cancel the contract and be done with this company.

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Update by Dale Stolz
Sep 06, 2023 7:14 pm EDT

Not yet… no one will answer the phone. Gonna just stop payment at this point….

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Deen N Maceedo
, US
Sep 01, 2023 8:29 pm EDT

Hey good afternoon did you cancel your contract yet ?

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Fluent Home False promises, horrible customer service and overpriced compared to competitors.

When we signed our contract we were encouraged into a 5 yr contract instead of 3 yr with promises of reduced cost of plan at the 3 year mark and free hardware upgrade. We were also told that if we moved it would be free to move our fluent system to the new home (now they are saying we have to pay for that to happen). All of the above has not been honoured and we have called customer service several times. Recently, we called and the representative said that if we call back in a few days the anniversary of 4 years would allow us to reduce our bill. We called back today and the resolutions department would not reduce the bill. They said we had to sign a 48-month contract to get a reduced contract! The representative hung up on us. From this horrible experience while knowingly paying double for the service than we could have from other companies, Fluent will not even honour the promises made to customers who have been paying full price for over four years!

Desired outcome: Reduced bill for remaining of contract as has been promised.

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Fluent Home Dishonored check from fluent

The information is self evident. I have copies of the "contract" ALL emails and ALL payments made to Fluent Home, LLC. However, at this point in time, that info is irrelevant since the check was ultimately written and was in fact returned "DISHONORED".

Since I originally requested cancellation in December of 2022, I would like to have my funds returned to reflect that date. I would like to see a return of my money $262 +/- less the December 2022 fees. Additionally, I want to be reimbursed the fees and penalties that I suffered as a result of the returned item. In that regard, the amount should be for $262 - $45 December 2022 service +$75 fees and penalties assessed me for a total of $292, If Fluent meets my request, I will withdraw my complaint from the Utah Attorney General, the Texas Attorney General and all of the other venues I have sought relief from.

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Update by Hate Fluent Home
Nov 14, 2023 12:41 am EST

What could you possibly investigate further? Fluent tried to take advantage of a situation they thought would go away. In that regard, it took Fluent Home many months to give me back my money; monies Fluent was NEVER entitled to. It took the Utah State Attorney General to threaten Fluent before they did what should have been done voluntarily many months prior. I paid my account for years ahead of time and for more than agreed. When a substantial surplus accrued, Fluent did not want to "refund" that money and kept charging monthly service fees against that credit balance, even after the service was cancelled. On top of that unprofessional behavior, when Fluent finally sent a refund check for $112.00 (out of the almost $400 over payment), the check was returned by my bank as unpaid/non-negotiable. This large corporation either did not have $112 in their account (VERY concerning and unlikely) or Fluent deliberately made sure the check would not be honored. The fact that the check "bounced" caused me to suffer fees from my bank.

Ultimately, I finally received a check for $110 to cover my bank fees etc... However, the fact that I had to transfer through at least 6 CSR's, wait over 8 months to recover money that Fluent had no right to, spend countless hours dealing with under handed practices and representatives outright lying to me month after month should bring pause to anyone looking to enter into any agreement with Fluent Home.

You claim to want to make this right and want to speak with me. I'm not sure what you have in mind, but unless Fluent has restructured and retrained its staff entirely; which I doubt, or are willing to compensate me for the HOURS that I had to spend chasing you, there isn't much to discuss. Again, the fact that I was forced to get the Utah States Attorney General involved to get Fluent to perform is reprehensible. Now, with regard to compensation, IF you are truly interested in "making things right", consider the following: I make $65 hr in my profession. I spent many hours over many months trying to resolve this matter. This all started in December 2022 and continued into August 2023, with a very conservative estimate of spending 2 hours a month of my time should give you an accurate estimation of how long I was invested in this matter.

I'm sure you would agree, it's all about the money. Therefore, if you compensate me equitably for my time, I will pen quite a different review and will let people know that Fluent Home did the right thing and seems to be modifying its company paradigm. So, if you actually do send me back a response, please send it attention Blue Boy because I'll be holding my breath!

Sincerely

Michael B.B. Salmen

Update by Hate Fluent Home
Jun 10, 2023 11:14 am EDT

Figured it out... here is the evidence of my claim.

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Update by Hate Fluent Home
Jun 10, 2023 11:12 am EDT

I have tried to upload my indisputable video/photo evidence but am unable to upload either a jpg or pdf. I do not know the solution to that issue.

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Fluent Home Canceling service

We signed up with another alarm company (which we had a month to month contract with due to us being in a temporary office trailer) that was bought out by Fluent. We moved the trailer in November of 2021 and told Fluent to cancel service. They never stopped trying to debit the monthly payment and the credit card expired and they are now claiming we entered a verbal contract on the phone to extend our contract and they want payments till end of 2023! Why would I agree to extend a contract if the trailer was leaving and second, the contract they extended was month to month so either way it was cancelled! I have asked three times for a copy of the contract and they have yet to produce it.

Desired outcome: cancel the account and void out the bogus charges for everything after 2021

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Fluent Home I would like to have fluent contract buy out.

05/08/2023 I just noticed I was being charged for another five year contract. Which is absurd. I was told I resigned per phone conversation in Feb. The problem is every time I called I was never helped and went with another company. Now I am locked into two alarm companies, I would gladly accept a buyout. from your company. The customer service is awful getting hung up on.

No ones ever replied when I had issues with the system. I have called alot only helped once. I believe your company is misleading with renewing a contract via phone. The gentleman I talked to today was very rude an hung up on me. I talked to another gentleman who was nice and explained the situation to me. If I have to pay for another five years is absurd. But would be willing to do a buyout or pay the entire contract off. I do not longer have your system in my home

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Update by Zella19
May 08, 2023 12:28 pm EDT

The upgrade system I do not have, because I told you guys no. I didnt want it because I was going with a new company. And you still say I have a new five year contract. Nor do I have your system in my home. I know one thing this will never happen again. I think I will stop payment from bank. Never seen such a dis tasteful company in my life. Scott is very rude no certain why he is still working there.

Update by Zella19
May 08, 2023 12:06 pm EDT

Fluent is ripping people off. When I first got the system it was nice. But last year they kept telling me I need t upgrade my system is why the service isnt working. I told them I do not want there system anymore and would be getting a new service now I have to bite the bullet and pay for five more years. I acutally want the entire serivce cancelled why should I pay for something I longer have in my home. I know one thing this will never happen again. Never seen such poor service with the system and customer service.

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Fluent Home Fluent Contract Renewal

I think Fluent is a scam. I purchased a home, with the security system installed and gifted to us for a year by the prior owner. I never activated the system or intended to use their system because there are too many systems in the market that are cheaper and easier to use. Prior to the year being up, I was contacted to add my information to the contract so that they could update their records. I confirmed with the rep that I did not intend to use their system and at no point was I going to activate it. They managed to say I "signed" a contract and am now responsible for paying for a product I've never used. I urge anyone to stay far, far away from Fluent, they are not a reputable company and they have questionable business practices.

Desired outcome: I do not want to pay for a service I have never used and had no intention of using.

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Fluent Home contacts

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+1 (855) 238-4826

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