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This company is not well run. Each department is not very knowledgeable and they don’t communicate with each. I have also had 4 people say they would call me back and then never did. Then when I was able to get a hold of them again they would lie and say they did when I had no missed calls, and no messages and when I mentioned this they had no response. I even had them check my phone number every time. And when they can’t find an answer for you they will try to push you on to another department that also has no answers. Fluent should not be running a security company.

I wish I could give zero starts for this company. DO NOT recommend. The equipment is faulty and customer service is non-existent. I waited on hold for over 15 minutes and when I finally got a representative, he was unhelpful and rude. I am clearly frustrated so I was hoping to speak with someone who was understanding and competent to deal with the situation. When I asked to speak with a manager, he said I would get a call and hung up on me. For reference, we had a tech out here within the last 7 months who supposedly fixed our system. We have had multiple false alarms and our panel is completely dead with no function. The panel was replaced in January. I’ve called to try and troubleshoot the problems and unfortunately, I’ve continued to have issues. I never signed a contract but I was told that our phone call conversation “legally puts me under contract” so now I have to continue paying for a service that I’m not receiving. RUN AWAY from this company!

I am a short time customer. I called today for a buyout because I was having some issues. The agent gave me an amount but got upset then I asked for details regarding the amount. He then became rude and condescending when I asked if there was I could have written documentation. After further conversation and when I asked for a supervisor, he hung up on me. On my second call the amount owed was higher than the last. I again asked if there was a way for me to see the details, via email on online. He said no only when you cancel the account do they send you any documentation. While I made it a point to stay calm and professional, he too got upset and said I keep asking the same question when that was not the case at all. He threatened to send the cancel request and that I would 10 days to pay or it will go to collection. I am not happy with the customer service so far. I hope this not what I have to look forward to on any future issues I may have.

This goes beyond bad service and into abuse. My mother is elderly, an Alzheimer's patient, and moved into a seniors' home. when we tried to cancel her account, we spent 55 minutes on hold before the call was answered by an agent who opened angry and condescending. He said it didn't matter what my mother's health was like, he would only talk to her and refused to let me coach her memory in the background even though he KNEW she had Alzheimers. After finally telling us how to cancel (you send an image of a signed letter stating your name, address, specifically stating you are giving them 30 days notice of cancelation and emailing it to suppor t at fluenthome dot com) the agent said the email address only one time before hanging up while I was actually speaking the words, "Excuse me, can we confirm that address." I was shocked and disappointed that anyone would ever treat my mother that way, especially now that she is sick and meek and scared. Before my father died, he hired this company to protect her and this is how they treat her. It's a betrayal and other families need to be warned.

Recently there has been a change for the worse with Fluent. Tech support is in effective and has very little knowledge on the system supported or basic mechanics and example would be the request when changing the batteries you get a "tamper" alert, then the support persons asks yiu to out new batteries in. When asked isn't the tamper alert indication that the batteries in the sensor are adequate. No response. Transfered to another tech, determined the sensor is bad. $75 to replace. Additional I would caution signing an e-contract. As terms might be different than discussed and be aware of the auto renewal.

Do not trust this company it’s only based on sales and sales people setting false narrative. You can’t get through to anyone there, any department you ask for it will ring and ring until it says no one is available if you do get through it will be someone who says they will get someone who can help to call back which will end up being someone who can’t help and the process repeats. They tried to tell me there was no such thing as a contract department. It took me 7 months to finally get to the department just to be hung up on when i stressed a safety concern. I have not had a single customer service person be helpful and I get no where when trying to explain a situation I was just told it’s my word against theirs. The system service itself, they did not survey my area as the system was flawed. If it went off police were not notified immediately, they would call to see if things were fine and then proceed to notify police and as someone who feared domestic violence the system was of no help as the police were 20 minutes away and the alarm company took its time to call and confirm it was an actual emergency and needing codes etc. definitely not worth the headache to use this company.

I would not recommend this company to my worst enemy. They are completely dishonest. They deceive you into a predatory contract that only serves to shield them from taking care of their customers. No support whatsoever when their shoddy equipment fails. You do all the troubleshooting for them, only to have them say, "The equipment is faulty. Thanks for spending your time diagnosing our malfunctioning device. Now pay us $20 to ship you more faulty equipment after you spent your time to diagnose. (And the customer gets to install it too!!! Yay!!!) NO we WON'T waive the $20 because the contract says we don't have to." How is that customer service? Who would enter into a contract with them if you knew how you would be treated when help was needed? Oh, and don't forget, if you don't notify them that you want to cancel, the contract automatically renews and the nightmare starts all over again! And good luck on getting a straight answer regarding when and how to cancel. Is it 30 days before the end of the contract? Is it 60 days? Do you call? Do you send a letter? An email?? I've been told different things by different representatives. Another tactic to confuse and rob the customer! AVOID AVOID AVOID AVOID AVOID!!!

I am so disappointed with this company. I have never had a positive experience with them. I have over 40 repair tickets from Day one i signed up with them. I talk to someone in retention last week by the name of John W, he acted like he cared about what I been through as a customer. He asked what I wanted, and told him, just to part ways. Let me back up, we moved, and I needed to my system to be relocated. The tech came out to remove the system from our previous house and to start the installation process. Midway through installation he walked away from install and left us with a incomplete installation. Weeks later a new guy came out and let us know that our equipment was damaged from the relocation. Fluent told us the only way they would help us, if we would sign another contract and I got into a shouting match with a rep over the phone. Fast Forward to today 4-17-23, we still have a bill for a install and our contract has not been canceled. I have been on hold and when they realized it was me, they hung up on me and I'm still on hold. !!! Please be careful !!!choosing this company.

Unfortunately, I have three properties monitored by Fluent. In July 2019 I had a good experience with a top quality install and reasonable service. Monthly charges $95.19 including taxes for monitoring and equipment financing. In November of 2021 I added my two additional properties because overall I liked the product and service I had been receiving from Fluent so decided to proceed with adding the two additional properties. In January 2023, my original finance contract ended on the first property I had with Fluent. When I called to ask what my new monthly monitoring fees would be, they wanted me to sign a 5 year contract and would lower my monthly fee from $95.19 (taxes included) to $75 plus taxes which makes no sense. I vividly remember the monthly price rising as I added hardware to about $40 per month from the original sales pitch based on all the extras I required. 4 keypad doors, two doorbell cameras, 3 water sensors, smoke detectors, carbon monoxide detectors. etc. When I work the math back, assuming I was only paying a $75 monthly monitoring fee (the option I'm receiving now) plus financing suggests that less than $20 per month for equipment is less than $800 financed over 3.5 years. If this is the case, it's the most expensive security monitoring program in Canada. I have Vivent at my primary home and their basic monitoring is less than $50 including taxes on a montly basis and asking for the finance fee removed was much more straightforward where Fluent, its simply not an option. Unfortunately, I have about 3 years left on my other two properties and then will have to decide whether to cut ties with them because in my opinion, with Fluent, you do not get what you signed up for. I just went over my newer plan details, my monitoring fee per property is $43.67/month including tax. I have a Financit loan for the equipment so thankfully, once that loan is completed, my monthly monitoring should hopefully only be the $43.67 monthly charge.... It's unfortunate because my intention was to use Fluent indefinately, but at this point I've been mislead to understand that the base monitoring price was fixed, while the finance fee added for the equipment would be removed at the end of the finance agreement. I've had the same circular conversation 4 - 5 different times with the "sales department" and this review is my warning to all those considering Fluent. You will pay the finance fee, less about $15 plus tax for as long as you want to have them monitor your system. It makes no sense and I feel stupid for entering into not one, but 3 contracts with them. I wish I would have just gone with Vivent for all 4 properties. When I spoke with the Sales associate today, he asked who did the financing, (I assume Fluent) and explained he cannot see what my base monitoring charge is or what my finance fee was and that I could email his manager who was coindidently not available, or be put on a call back list. This made no sense, that he could not see my contract details, only that the minumim he could reduce me to was $75 plus tax on just a 3 year contract. Also, in terms of installation, when I had the last two properties install the equipment, the doorbell cameras are plugged into plugs....so there's a cord running from the doorbell camera to a plug. On the first property, the door bell cameras are hardwired in. When I asked, they said that an electrician is required to hard install the equipment. If I needed an elextrician, I could have bought the individual devices anywhere on the market, but again, for the (in)convenience of having it all installed and serviced, Fluent was a mistake. For comparison sake, Vivent is superior, but overall, if I could do it again, I would have never gone with Fluent. Now with Nest and other providers of similiar monitoring equipment, I would not recommend Fluent. I have since called back from starting to write this review to ask if they could simply reduce the monthly monitoring to the $43.67 like my other two contracts and I am now waiting for a call back from a Manager. Perhaps it will be resolved fairly, I'm cautiously optimistic....but it doesn't negate the multilple calls I had to make and the only reason I'm hopeful they're reduce my monitoring fee to $43.67 is because I have a point of reference where most homeowner will not have this information and could be stuck paying $75 plus tax per month while locking into another fixed term contract. Ironically in the past several years, while I was happy with Fluent, I would suggest them to friends and they typically responded with "I would never go with Fluent, heard terrible things"....I never asked further because I was happy....Perhaps this is an example of what they were talking about.