Fluent Home
7.5
Overall Score
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Craig T Bellevue, WA
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.
1 year ago
Sheryl Seevers Blue Springs, MO
My contract was almost done so in March I called and explained we were not using it anymore. I was told that I had to keep paying until the contract was up in Dec. The person said I should call back in Nov or in Dec it would automatically renew. I made sure that as long as I called back in Nov I could cancel. On Nov 11 I called and was told that the contract ends Dec 8 and I had to call back 30 days prior so it had already renewed and I needed to pay for another 36 months . I was not told that so I would not pay it. They will turn it over to a collection agency and ruin my credit.
Do not use this company. They are crooks!!!!
1 year ago
JCWales Denver, CO
This is a very frustrating company to work with. Oftentimes when there were Issues they wanted to charge us for a Tech to come out. The biggest issue was when a Tech reset my system and didn't connect me to the Internet, therefore for 6 months I was paying for service that was not alerting the police or fluent. I have multiple occasions with multiple pull witnesses to this sort of issue. They offered to transfer the account into my name, as my father passed away, but their idea of transfer was setting me up with a whole new account and me repurchasing equipment. In the state of Colorado a contract cannot be canceled due to death if it is In good standing which it was until June when I stopped paying upon finding out my service wasn't working. A complaint was filed with the BBB, and yet they still never answered my questions. Just a big run around.
1 year ago
Robert Le Louisville, KY
I had exactly the same problems with too many reviewers had from here about this company. I had 4 years contract with them and was up November 20, 2021. Before that (around August 2021) I called in asking them to terminate the contract when 4 years is over, their response was “I need to call in 3 weeks prior contract up”. which I did, not ones but I spoke to them 3 times and I had disconnected their system way before contract was up and switched to SimpliSafe security company. My 4 years contract with them was full filled paid off and until now they still sending me a bills. This is totally unacceptable. Keep on doing this because I owe you NOTHING, and if I can give zero or negative stars on this review, I definitely will. Staying away from this company, I’m not only regrets of 4 years with them but I regretted that I sent many friends and family members to them.
1 year ago
Reply from Fluent Home
Hi, Robert. At Fluent Home, we aim to provide positive experiences at all times. Is there anything we could do to make it better? Please call us at (855) 238-4826!
Oct. 11th, 2022
Michael Shaheen Mars, PA
I have never experienced anything so difficult as trying to cancel my account with Fluent. I was already disappointed in so much about the company. The ordeal of cancelling put me over the edge. It took 2 months of messages and, honestly, i have no idea if they ever actually cancelled my account. But im done paying them and I fulfilled my contract.
Note when I tried to cancel, they told me i was not eligible to cancel - they didnt say that i wasnt eligible YET or even the truth which is i can cancel anytime for a fee.
I sent them the payment and used their template for the "official" cancellation request. Even though they cashed the check, I was told they cant cancel it yet because they dont see it as cleared in THEIR system. They have a thing for passing the buck with "the [other] department handles that. You know what? I don't care who handles what in your company. I'm not calling a person, I'm calling a company. If you know who handles something, transfer me to them or talk to them ANYTHING other than "sorry we don't handle that"
No one should buy these security systems period. If you want security, get some cameras from amazon. it truly does more because the alerts come to you and you dont have to wait until (and wonder if) the company will respond.
1 year ago
Reply from Fluent Home
Thank you for providing your feedback and letting us know about this issue, Michael . We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. We will be reaching out to you to resolve these issues.
Sep. 15th, 2022
Greg Wheeler Strathmore, AB
Dealing with Fluent has been the worst experience I have ever had with any company. For the past two years we have been paying for a monthly monitoring contract even though our fully paid for system (camera, panel, detectors et al) was not hooked up during this entire time (due to a move which I tried to settle with them back at the time). This is how hard it is to get out of a monitoring contract with them. As we neared our final two locked in payments, I called and was told that the contract would finally end after they were made. Then I found out a month later that there would be one extra payment because they require a month’s written notice - which I gave them. They emailed back a week later to tell me that they received my notice and that there would be no more payments as long as the account was in good standing - which it definitely was. I thought all was said and done but then the next month I received notice that another monitoring payment would be taken out of our account. So that would mean to get out of a 3 year contract you have to make at least 2 extra monthly payments because they won’t immediately accept your letter of termination. I ended up putting a stop payment on the monthly fee but now fear that the story won’t end here and that I will be dealing with them over and over again just to ensure that the account is finally closed, no payments are posted, no overdue interest charged, and most importantly, no damage done to my credit rating.
1 year ago
Reply from Fluent Home
Hello Greg, please give us a call at 855-238-4826 so we can make this right.
Aug. 24th, 2022
Review Source
Hirise57 Silverton, OR
SCAM SCAM SCAM
SCAM! SCAM! SCAM!
Stay as far away from this company as possible. Canceled service but kept charging for the service. Talked to their representatives many times and paid final bill three times but they still kept billing. A bad case of elderly abuse. My father sold his house in which they were notified but they kept billing.
He died in February in which they were notified and now it’s July and they keep on billing. We are beyond losing our patience with Fluent and their unscrupulous attempts to take advantage of the elderly.
Stay far away from this company.
Fluent is a scam
Just received another bill on 11/12/22.
Every time I get a bill, I send out more bad reviews. “He’s Dead.” Stop billing him.
1 year ago Edited November 14, 2022
Reply from Fluent Home
Hello Hirise57. Thank you for taking the time to write this review. We are sorry to hear that you had a poor experience. Unfortunately, we are unable to locate your account. Please give us a call at 855.238.4826. We would love to help find a resolution.
Aug. 5th, 2022
Travis T Denver, CO
Do not do business with this company! I have been trying to cancel my account with them for two years and they are still billing me and sending me to collections. I cancelled my service over the phone. They told me it was cancelled and kept billing me. I called back and they told me I needed to send a fax to cancel my service. I sent that in June of 2021. Just got an email telling me I owe them $200 because my account is still active. This is the most unethical company I HAVE EVER DEALT with hands down. Don't deal with them unless you want to pay them $50 a month for the rest of your life. Getting my attorney involved at this point so this company just keeps on costing me $$$.
1 year ago Edited October 25, 2022
Reply from Fluent Home
Hello Travis. I am sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority and we would love the opportunity to regain your trust. If you can give us a call at 855-238-4826, we would be more than happy to assist you. We look forward to hearing from you!
May. 18th, 2022
The Amazing Six Kailua, HI
I had Fluent successfully for 4 years at my new build, but when I tried to cancel my service, I had absolutely no luck doing so. I am in my ninth month of continuing to see charges for a home I sold. I am still getting email notification alerts when the new homeowners are coming in and out of their house after hours. I spoke to one person who cursed me out, and multiple people who said they would submit the cancellation. I've sent multiple emails with no answer.
After nine months, I was told I needed to send a cancellation in writing to resolve, and that no refund could be given. This is the most dismal customer service experience of my life. Do not use this company.
1 year ago
Reply from Fluent Home
Hello The Amazing Six, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust please call us at 855.238.4826. Look forward to hearing from you!
May. 6th, 2022
Mike Michaels Stockbridge, GA
I felt taken advantage of. The salesman did NOT tell me the length of the contract which was 5 YEARS!!! 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 5 YEARS SENTENCE WAITING FOR IT TO BE ALL OVER...
1 year ago
Reply from Fluent Home
Hello Mike, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust please call us at 855.238.4826. Look forward to hearing from you!
May. 4th, 2022
Darrell Halliday Saskatoon, SK
All I can say is run! They will offer you the world in the beginning, but that won't last.After a year, we qualified for a system upgrade, that's when the trouble started.Our supposed new "upgrade"panel turned out to be used, as evidenced by the previous client's name and address on the screen. The cameras that we were conned into buying only worked for about 2 months, and now you can't set time or date on cameras, and they reset back to 01/01/2011 by default every 24 hrs.We've had endless visits from tecs trying to fix the problem, but with no success. The door monitors keep losing signal to sensor every day,and constantly need resetting.The Touchpad Electronic Deadbolt sounds like gears piling up in a worn out transmission, and won't work most of time when it gets below freezing outside.And the battery in the control panel bulged (fire hazard) and I had to pay the shipping costs for the new battery.To their credit, I can't complain about the customer and tech support. Only issue was the length of time waiting for someone to answer phone.Bottom line, I wouldn't keep the system even if it was free!!!
1 year ago
Reply from Fluent Home
Hello Darrell, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. We would love the opportunity to regain your trust please call us at 855.238.4826. We look forward to hearing from you!
Apr. 30th, 2022
LB Denver, CO
All they want is your money and they SUCK SWAMPWATER!!
There is not enough space or time to review all the things and transactions that they did wrong. Document, document, document each and every conversation you have with them as they lie through their teeth. And expect to call them several times on the same issue and to get a different answer each time. RUN fast and far away from this company.
1 year ago
Reply from Fluent Home
Hello LB, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust please call us at 855.238.4826. We would love the opportunity to turn this into a positive experience for you!
Apr. 27th, 2022
Ms. Lovy Atlanta, GA
I became a fluent customer in 2018. The home Secuirty service was sold to me by a young lady who promised a lot of great perks with the service which were all a lie. I was told that about every two years I would be eligible for free camera upgrades which was a lie. Since having the service they have proved to be faulty and in breech of contract for providing devices that do not work for their intended purpose. Please whatever you do steer Clear of this company for Home security. Since having the service the cameras both doorbell And in the home do not function properly. I’ve had a tech come Out to my home on at least 3 occasions. I’ve been promised bill Credits for the issues with my devices only to discover the reps(Yurehli and Parker) either did not document the account properly And or failed to provide appropriate updates to the account regarding scheduled techs and bill credits. There have been times when my alarmed was triggered and no one came over the monitor to Confirm everything was ok Or came on as late as 5 minutes later. This company is truly a scam. Making customer bound to a contract to pay for faulty equipment is quite unethical.
1 year ago
Reply from Fluent Home
Hello Ms. Lovy, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust please call us at 855.238.4826. We would love to discuss your account with you. Also, we would love the opportunity to turn this into a positive experience for you!
Apr. 27th, 2022
Susan Carmichael, CA
Alarm keeps setting off false alarms for almost two years and they will not take the system out of my mother's house and cancel the contract. Yesterday I got a call from the police dept. and they said they got a panic call and then I got a call from the police saying my mother is missing and they can't locate her. It was another false alarm, thank god. I talked with the retention department and was told that they will not cancel the contract and would not let me talk to a supervisor or give me the name and phone number of the owner of the company. My mother (86 years old) now is afraid to stay in her home because of the false alarms. I agreed to schedule another technician to come out and told Fluent that after this if there is another false alarm that I will be requesting they terminate the contract. I was told that they WILL NOT cancel the contract so my mother will live in fear in her own house for 2 more years. I believe this might constitute elder abuse and will be checking into that as well.
1 year ago
Reply from Fluent Home
Hello Susan, I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust. While the technician is at your mother's house ask him to go over the equipment and verify everything is working properly and in good working order. If you ever need assistance with troubleshooting any issues with the security system please call us at 855.238.4826 so we can resolve it quickly.
Apr. 15th, 2022
Tess Sorensen Portland, OR
I have been trying to cancel my account with Fluent since November 2021. I have been told I cannot speak with the team that completes cancellation when I call customer service and that they will call me back. Fluent has never called back.
I assumed it was cancelled in January 2022 because I received no bills. Now, April 2022, I receive a past due notice and when I call to get it figured out the customer service representatives I was given no information, yelled at, and told that Fluent is not responsible for not calling back even though they can see they were supposed to and that it is the customers responsibility to keep calling until Fluent eventually gets around to calling back.
This is quite possibly the worst customer service experience I have ever had.
I cannot encourage people enough to NOT use this company.
1 year ago
Reply from Fluent Home
Hello Tess, We are sorry you had a bad experience. We would love the opportunity to turn this into a positive experience for you. Please call us at 855.238.4826. Look forward to hearing from you!
Apr. 11th, 2022
Review Source
Rachel Burke St-Pierre-Jolys, MB
Our experience with Fluent has been awful to say the least. All throughout covid they did not show even the slightest sympathies to customers like us under financial distress, and even before covid we had so many issues starting from day 1 of our fluent experience and called several times to complain and no one gave us any solutions. Now to add to our frustration we were promised a $2 reduction (which is just a joke) to our monthly payment...but even that didn't comr through so I had to call yet again...Fluently has the worst customer service we have ever experienced. However, the ONE good thing I can say, is the wonderful woman I spoke to today, Britt W, offered a very polite and very happy tone and response to my complaint. She was kind and willing to help. She is definitely the best person we have dealt with thus far.
PS ... It is cruel to keep people in a contract when they are THIS unhappy with the service. Just goes to show how greedy companies can be, with no respect or consideration for their customers.
THANKYOU only goes out to Britt W who has exceptional phone manners and customer service is a 5 out of 5 for her.
1 year ago
Reply from Fluent Home
Hello Rachel, I am a sorry you had a bad experience. We will let Britt know they were mentioned in this review. We appreciate you taking the time to write this review! We would love to the opportunity to turn this experience into a positive experience for you like you had with our Agent Britt!! Please call us at 855.238.4826. Look forward to hearing from you!
Apr. 3rd, 2022
Review Source
Elizabeth Stanford Kyle, TX
I'm so happy that they send Matt R to us, he came in so professional and kind, he got the job done, he is awesome, thank you Matt, it was a pleasure to have met you!!!
1 year ago Edited August 15, 2023
Reply from Fluent Home
Hello Elizabeth, Thank you for the 5 Star Review!!!! We will make sure Katie knows they were mentioned in this review! Thank you for taking the time to write this amazing review!!!
Mar. 24th, 2022
Robert Hunting
If you ask us, this is a horrible company, and half-a-star grade is being generous. Our alam repeated went off, or threatened to go off without cause. Understandably, the high shrill upset our neighbors. Fluent service was sloppy, bordered on inattentiveness, and the call center even tried to shift blame onto u; insisted we pay for a Fluent inspection. If that wasn't enough, they had us purchase unnecessary parts.
We moved from the condo and asked Fluent to release us from the contract, or at least give us a decent buyout because of our troubles. They refused the former (hinted at suing us) and offered a piddling financial response to the latter.
I wrote the head office (API) and pleaded our case, but of course never heard back.
1 year ago
Reply from Fluent Home
Hello Robert, I am sorry you had a bad experience. We would love the opportunity to change this into a positive experience for you. Please call us at 855.238.4826. Look forward to hearing from you!
Mar. 18th, 2022
Bruce David Fowler Calgary, AB
My Dad died and trying to cancel his account, Blood suckker... Fluent dont care they just want to keep taking money out of my dad's account. I sent them the same paper work many times, they keep saying they need even more paper work. They are crooks. They are heartless and dont care about people only want your money. You have a better chance of winning the lottery than cancel service with this company. They are CROOKS! - to update , I have even talked to a manger and he gave me the same BS. This company did not get the Memo I live in Canada and follow Canada law. Your USA policy BS as a a way to delay , delay and more smoke screens . Fluent is a joke at the first level of the team and when to talk to mangers they are even more of a joke . This company is a big fat joke . I spent hour on phone to the 1800#, lots of emails back and forth and even sent a fax. This company don’t CARE! I have spent many many hours wasted talked too this company and they keep making up new rules I have too follow to cancel a account ..... if you do a google review or BBB both have overwhelming negative reviews on this company! The time I have wasted trying to resolve this issue , I’ll never get back. That’s why I have gone to posting negative reviews all over the internet to warn others about this fly by night company !
1 year ago Edited March 14, 2022
Reply from Fluent Home
Hello Bruce, Firstly our condolences on your loss. I am sorry you have been having a bad experience. Due to policy we do need an official government issued death certificate on file before being able to proceed with cancel procedures of an account if the account holder has passed away. We would love the opportunity to change this into a positive experience for you!! Please call us at 855.238.4826.
Mar. 11th, 2022
JamesP Vancouver, WA
i have had nothing but a appsolute night mare with this compony i am disabled d got there panic alarm chain incase i fell we have the who system but the only reason at all my hubby got it for us manly the reason was for the panic allarm incase he wasnt home but the whole system has nvr worked at my house they sent out a teck once but still didnt work had to disconnect it infact as it wasnt qorking at all kept going off alll hrs of the night and day wakeing my toddler up and the panic button nvr works my hubby has been trying to cancl it 4 three yrsrd told me 3 months ago was reasured by the rep that she put in a request to cancle and if canclelation department would contact us if they need anything otherwise it was cancled 3 mounths later i get a bill so hubby called they said renewed my contract it has nvr worked at all and the cusomer survice agent yelled ay us litterally i wouyld appsolutely nvr recomend this company im dissabled and now have 225 that i owe because they w8ted so long to let us know i would never recomend this compony it should b illigal to say one thing and do another
1 year ago
Reply from Fluent Home
Hello James, I am so sorry you had a bad experience. We would love the opportunity to turn this experience into a positive one for you!!! Please feel free to call us at 855.238.4826. Look forward to hearing from you!
Mar. 8th, 2022
michael bryan jadraque Simpson, SK
Worst customer service/support people to talk to. Been having problem with the main panel for a year now, keep telling me to do the same thing every time, needs a manual reset, we will send you a usb to for update, we will update it on our end. Like cmon we've been doing that over and over again. I told them the problem is panel and we need a replacement. One agent told me they can't communicate with the panel and said they will send a replacement with a return slip for the old one which turned out to be a lie, they didn't send anything after two weeks of waiting and now telling me that there is no problem and telling me that the panel might be the best equipment we have in our house ?!?!?! Can't wait to get out this contract.
1 year ago Edited March 7, 2022
Reply from Fluent Home
Hello Michael, I am sorry you had a bad experience. We would love the opportunity to troubleshoot this further for you. We also would love to turn this into a positive experience for you! Please feel free to call us at 855.238.4826. We look forward to hearing from you!
Mar. 8th, 2022
Derek J Atlanta, GA
SCAM- Do not do business with them. The people who have posted 5 stars have obviously not reached the end of their contracts! If you want to cancel the contract they will NEVER LET YOU. This is a scam and the business needs to be shut down. They will ignore EVERY attempt to cancel. They will tell you someone from the "resolutions team" will contact you and they do not. You will call over and over and they'll finally talk to you after you are within the 30 days of renewal and tell you it's too late to cancel. Worst experience I've ever had with a company EVER. Choose ANY company but Fluent for your home security needs. Their business is a FRAUD. I don't know how these people sleep at night. Disgraceful.
1 year ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that it has not been a good one. We can certainly understand the frustration during delays of this nature. If you would like to discuss this further, please feel free to reach out to us at 855-238-482 or by email at [email protected]. Thank you!
Feb. 24th, 2022
Amy Vevoda
Fluent is an absolutely horrible company to deal with. Once your contract is up they try to keep you locked in and will not cancel your services no matter how many times you request them to. I have been trying to cancel my services since august 2021, I have spoken to many people and I keep getting the run around. Being told I have to wait for a call from their cancellation department (which conveniently can’t be reached directly). They have been stealing their “fee” from my bank account every month in spite of my multiple attempts to cancel this service. Do not get your services from fluent unless you enjoy being held hostage to a service you no longer want.
1 year ago
Reply from Fluent Home
Hello Amy, I am sorry you had a bad experience. What can we do to turn this into a positive experience for you? Feel free to call us at 855.238.4826. Look forward to hearing from you!
Feb. 21st, 2022
Emelin Diaz Los Angeles, CA
Everything you are reading here about what a nightmare Fluent is to cancel is true. I am 8 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? Don’t sign with them they have a auto contract renewal that will get you stuck for 3 more years !!!!
1 year ago
Reply from Fluent Home
Hello Emelin, I am sorry your had a bad experience. We would love the opportunity to change this into a positive experience! Feel free to call us at 855.238.4826. Look forward to hearing from you!
Feb. 21st, 2022
Tarah Jan Anonuevo Dawson Creek, BC
I had a good relationship with fluent until recently. I moved and no longer need the security services. I called November 25 2021 and requested to cancel the services, I was advised that I will be receiving a call from their resolutions team to proceed with the cancellation request. A few more calls for follow up and over 2 months later, I still have not received a call to cancel the services. I have mentioned to every single customer service agent that I do not want any more charges in my account for services I no longer use so I want the services cancelled. Each time I was told to wait for a call from the resolutions team.
January 14, 2022, I called again and talked to an agent, this time, he advised me to email fluent, attaching my handwritten request (to show them that this is an urgent request) to cancel my services stating that I have been waiting for 2 months already and that I have been charged for services I dont use and don't want to receive monthly bill while waiting for them to call me. So I did as advised.
January 27, 2022, I finally received an email response from the fluent support team saying they have forwarded my request to the resolutions team and that there is a timeframe to wait for my request. I emailed back explaining that I have been waiting for 2 months already to cancel my services and other issues i had while waiting.
Today, Feb 4, 2022, fluent support team emailed back saying that "as the agreement states what is required to cancel your agreement and the review policy. As your initial request to cancel was not written/typed or include the signature of the contract signer, it was not considered valid. Therefore the review policy will be enforced."
You would think that after the multiple conversations I had with the customer services agents, they would have advised me to send a written request with my signature so that my cancellation requestion will be considered valid. I would have done it RIGHT AWAY. Even if I overlooked or forgot that that is what was written in the cancellation policy, I would expect that right from the very beginning I would have been advised that I wasnt doing the right process and that I should have been advised and guided on how to do it properly. This is really frustrating.
So now a little over 2 months later, all my previous cancelation request was considered invalid, and I will still be waiting for a call from the resolutions team to cancel the services I have not used since Nov 25 2021, and will most likely be paying for these services until they decide to call me.
So this is what I disliked the most about FLUENT. Such poor customer service assistance. More than 2 months of waiting to cancel services is not acceptable. Rather very frustrating.
1 year ago
Reply from Fluent Home
Hello Tarah, I am sorry you had a bad experience. I also apologize our agents did not offer you the option to transfer ownership if that would of been something you be interested in? We do have a review period in place when an account is to be cancelled. This review period is to make sure all policies are followed. We would love the chance to change this into a positive experience for you! Feel free to call us at 855.238.4826. Look forward to hearing from you!
Feb. 21st, 2022
Tracy Lenahan Decatur, GA
These guys are so shady. We've been trying to cancel our service for almost 2 months now and they keep putting us off. We initially called Nov 2021 to cancel, our contract was up 12/2021, but they (customer service rep) told us it was too early to call. We told them we were going to be out of the country in December, etc., but they said we'd need to call back. Anyway, so we did call again as soon as we were back on 1/08/2022 and told the rep to cancel our service and they said no problem, the equip is ours, etc., and our understanding is we were done. Wrong. I start getting calls from customer "Retention Team" saying that I requested a call but I didn't...I thought we were done so why would I need a call back. Okay, so I talk with "Retention Team" rep and she says there is no note/record of our cancellation and I need to write a letter, sign and send it to them. Okay, did it on 1/20/2021, immediately after our call. Then on 1/28/2021 I get an email from "Customer Advocate" telling me that my letter was not signed so I have to go to policy review. What? I forward my letter with signature to "Customer Advocate" on 1/29/2021 and now crickets. No response. I've opened a claim with BBB and reached out to their CEO but zero responses. These guys are running a game and relying on gotchas in their contract. This is not how anyone should be doing biz. Anyway, as a potential new customer does any of this sound fun to you? No, me either. Do not get involved with these guys you will regret it. We are now having to hire a lawyer just to fire our home security system. Can you imagine? They are a nightmare. Run. Run faraway.
1 year ago
Reply from Fluent Home
Hello Tracy, I am sorry you had a bad experience. When someone requests to cancel to make sure proper protocol is followed we do need them to speak to our Resolution team. We would love the opportunity to turn this into a positive experience for you! Feel free to call us at 855.238.4826.
Feb. 21st, 2022
Lenora Eastman, GA
The fluent customer service rep was extremely courteous and tested my system in a manner which resolved the issue and also excelled in responding to any questions.
1 year ago
Reply from Fluent Home
Hello Lenora, Thank you for the 5 star review Appreciate you taking the time to share your experience and what you enjoy about Fluent! Thank you again for the amazing review!!!
Feb. 21st, 2022
Aaron Quinney Kennesaw, GA
Never, i repeat never get fluent. I was in a 39 month contract and they renewed me for another 39, stating i signed up for that originally. I wanted out because their service and equipment is awful. Yes i didn’t cancel in time (because i never thought renewing me automatically would even be legal). Sorry i didn’t set a reminder to call fluent 3 years from my original sign up date. But who renews a 3 year contract automatically? Cable doesn’t do this, cell companies don’t do this, i was more than certain i was in a month to month at this time, as i had not signed any renewal. The worst part was i called to cancel and nobody told me i was already renewed for a new 39 month term. My wife actually called earlier the same day to cancel, i didn’t know she had already did that. So in short, my wife called to cancel and i did too, nobody everrrr told us we were in a new contract, they only said wait for a call back which “apparently” i missed, not to mention the caller Id says spam risk when they call. So now i am paying 2 security companies. This is all part of their system of deceitful tactics to lock you in a new 3 year contract without you knowing. Next I’m heading to the BBB. As well as attorney drafting them a letter. Customer service is terrible as well, they were talking over me and very rude. They would not let me out of contract. Very very shady tactics to steal from people. Not me! I won’t stand for this and i will tell every person i know how they do bad business , i also will post on every site what they do to deceive people.
1 year ago
Reply from Fluent Home
I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust I have created a task for an agent to reach out to you!
Apr. 18th, 2022
Carissa Simao Las Vegas, NV
Would rate 0/5 if I could.
Do not choose Fluent. They have great salespeople, and their installation services are fine, but their equipment is substandard and their policies are not customer-friendly. Unless you want to fall victim to unreasonable contract practices, inept customer service, and ultimately take months to cancel service when you finally get fed up with them, Fluent is not the company for you.
If you DO decide to take a risk with Fluent, read your contract VERY CAREFULLY. Don't make the mistake I did and think that after the 3-year term, you would be on month-to-month like other security companies do. You'll end up stuck in another 3-year contract unless you cancel in that narrow window at the end of your term. Then, you'll have to pay out the nose for an "early termination fee". I ask you, how is it that after your initial contract term, you could even have an "early termination fee"?
Moreover, wait times on the phone are attrocious. Call at 5 in the morning or expect ot be on hold for way too long. You have to wait a minimum of 20 minutes on hold before they even give you a call back option. Their customer service is not well versed in their policies as I've gotten misleading information many many times. I was informed that in order to cancel, "retention services" had to call me. While they claim I was called multiple times, my phone records contest that assertion. They could never just transfer me to the appropriate department. I was put off again and again, always told "retention services will contact you within 3-5 business days." The call never came.
Finally, only after refusing to pay, was I finally able to get someone who could transfer me to them. Funny how that works.
Their equipment is substandard. If I trusted that they could even upgrade the equipment without charging me through the nose for it, I might have considered it. If I had a doorbell that didn't stop recording in the middle of the month on a routine basis, I might have considered it. If I hadn't been told the only solution to that problem was to pay more a month to expand my storage, perhaps, I wouldn't have gone to all the trouble to cancel them.
Do yourself a favor. Go with literally anyone else. Get a Ring. Get SimpliSafe. Anything but this company. Your stress levels and your pocketbook will thank you for it.
1 year ago
Reply from Fluent Home
Hello Carissa, I am sorry you had a bad experience. Is there anything we can do to turn this around into a positive experience for you? Feel free to call us at 855.238.4826. We look forward to hearing from you!!!!!
Feb. 21st, 2022
sherry Freels Decatur, IL
Christian is one of the technicians that works at fluent, he helped me by phone walking me through the whole process of installing/updating my system. Thank you very much
1 year ago
Reply from Fluent Home
Hello! Thank you for the review. We are so glad to hear that you had a positive experience with out technical support agent and that the system was installed and updated with out issue. Thank you for choosing Fluent Home!
Jan. 19th, 2022
cara blanchette
Got us to sign a 5 year contract by pulling on my hearts strings saying they send money across the world to help kids. I have 4 of my own and we adopted 4 girls from Brazil and we also sponsor in Africa. My fault for being duped by Fluent and Ive learned my lesson, but wish I could recoup at least some of the astronomical costs so far. I'm angry and frustrated. When I called the centre for help the employee had never even heard of the kids program! I was then put through to someone higher up and they explained that sometimes the company takes employees to third world countries...?! I still have 16 months on our contract and can't afford to pay over $1200 to cancel. Fluent is Shady and unethical and I will never use them again.
1 year ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that it has not been a good one. We can certainly understand your frustration in this situation. Though I would not be able to comment on the conversation that was had with the sales representative, we would be more than happy to explain in more detail the charity trips that Fluent has participated in. Please feel free to reach out to us by phone using 855-238-4826 or by email at [email protected]. Thank you!
Jan. 19th, 2022
John Rogers Woodruff, SC
Fluent Security is a terrible system. I have owned a system and I use it to sell and install for this company. I stopped selling for this company because I could not continue to sell for them in good conscience. I feel super terrible for the people I sold it to. Their push notification is super slow compared to other systems on the market. Push notifications take up to 4 minutes after a camera has been triggered. Customer service is horrible and the call center is oftentimes rude and their call center oftentimes doesn't report an actual alarm. I installed the system in my own home and removed it once my contract had matured. They charged my card three additional times after I canceled. Once you cancel, has to be done in writing, they will tell you they have to review your account and it will take up to an additional 30 days for the review. Get service from somewhere else!
1 year ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that it has not been a good one. We can certainly understand the frustration in delays for notification. We certainly strive to have positive interactions with customer service, we thank you for your feedback, we will be certain to address this. Thank you!
Jan. 19th, 2022
Aida Kesmer
This is the worse company I had for alarm service ! They never told me that I had to get a state permit through the police department and one day my alarm went off when we were not home , the police showed up and it was a false alarm , that hey fined me ! The equipment they provided stopped working 2 months into the contract and they refused to come fix it ! They wanted me to pay a 20$ shipping fee for a better that they never replaced when they installed the service . The sales rep sent me a contract from a different customer so I never had my contract , I stayed with them for 3 years because they have crazy early cancellation fees and when I called to cancel my service once my contract was up they failed to do that too ! Now I have a collection rep from Fluent trying to collect fees because he states I should have sent my cancellation in writing and this was never disclosed to me either ! Don’t get trapped like I did , the service is terrible all around !!!!!
1 year ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that it has not been a good one. We can certainly understand the frustration in this situation. We would be more than happy to discuss this with you further and do what we can to resolve any issues you may still be having. Please feel free to reach out to us at 855-238-4826 and any agent would be happy to speak with you. Thank you!
Jan. 19th, 2022
Smart Health Care Shreveport, LA
Our company is very disappointed with Fluent team. We have called numerous of time trying to get help with our key pad lock. Started out trying to assist us over the phone, that didn't work at all 12.08.21. Requested someone to come out, we were told by the customer service rep. that only in out area, the tech. can come out on Saturdays. We are a home health business Monday-Friday therefore made arrangement with a staff to come on the scheduled date which was 12.18.21 between 9-11am. The tech assumed no one was here because he or she didn't see a vehicle. The tech did not knock or ring the doorbell, possible a no show from Fluent at all. Called that following Monday 12.20.29 to see what happened, the customer service rep. didn't seem to care and stated someone can come out again on a Saturday, I explained to him again about during the week. This man said, he would put us on a list when a tech available and rush me off the phone. So today, 12.29.21 call Fluent again because we are not comfortable leaving our door unlocked.. Customer Service Rep. place me on a long hold to check the schedule, only available on Saturday because of our area. Fluent didn't have a problem selling product(s) in our area. Now, the tech schedule for 01.08.22.
1 year ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that it has not been a good one. We can certainly understand the frustration in delays for a technician visit. It does appear that we have sense been able to complete this service visit. If you would like to speak with us further about this, please feel free to reach out via phone at 855-238-4826 or send an email to [email protected] and an agent would be happy to speak with you about this. Thank you!
Jan. 19th, 2022
Review Source
AJ Fuller Salt Lake City, UT
Fluent is very simple to use, the pricing is great, the install was smooth and professional, and the equipment is awesome. Overall very impressed so far
1 year ago
Reply from Fluent Home
Hello! Thank you for the review. We are so glad to hear this has been your experience so far. We certainly strive to provide a smooth and professional experience. Thank you for choosing Fluent Home!
Dec. 6th, 2021
Candice Putnam Red Deer, AB
I would leave zero stars if I could. We are not bound by a contract and cancelled services on August 24, 2021. There is a 30 day cancellation period, during which time one more payment would come out, which is understood and expected. However, payments are still coming out (four in total so far since cancelling) and we have contacted this company NUMEROUS times by phone and email, each time whoever we communicate with claims they can't do anything but the "Resolutions Team" will be dealing with our cancellation. I am fed up with this, this is the absolute worst customer service that I have EVER experienced. I would not recommend this company to anyone (in fact I will be doing the opposite to everyone I know). We just want to CANCEL these services that we do not want and are not using, and we expect to receive three months in payment back (though I'm sure you will make that such a nightmare too that we will eventually give up).
2 years ago
Reply from Fluent Home
Hello Candice, I am sorry you had a bad experience. We would love to be able to turn this into a positive experience for you! Please call us at 855.238.4826. We look forward to hearing from you!
Nov. 30th, 2021
Luke Chastain Evansville, IN
If I could give them 0 stars I would, first off they are liars and steal your money if you want to end your service. Even after your contract has ended. They would not transfer the current security system to new owners of the house after the new owners agreed to take over. Fluent made them get new equipment and start a new contract. After I finished paying for the rest of the 5 year contract they continued to take money out of my account. After numerous attempts to reach a manager (only way to cancel) with no return phone call I had to close my bank account. A lawyer is the only way to deal with this company.
2 years ago
Reply from Fluent Home
Hello Luke, I am sorry you had a bad experience. We would love to correct this for. What can we do to turn this into a positive experience instead for you? We would love to correct this for you. Please call us at 855.238.4826 so we can discuss your account further!
Nov. 27th, 2021
Mindy Upper Salmon Creek, NB
Terrible! Their equipment does not work and then they want u to pay to replace it because they only cover their products for 90 days! It takes two months to get a tech out and then there is nothing they can do unless u contact fluent to get new equipment and then they charge u 100 dollars every time they send someone and the wait time to speak to someone from fluent is foolishly long! I got this system after my husband passed and they said my house was secured...I didn't know it wasn't until someone came into my home when u wasn't there and walked around for a half hr without the alarm going off! Turns out no motion sensors were ever installed! And they have me in a five year contract that they will not let me out of no matter how poor the service is!
2 years ago
Reply from Fluent Home
Hello Mindy, I am so sorry you had a bad experience. How can we correct this for you? Please call us at 855.238.4826. We look forward to hearing from you!!
Nov. 17th, 2021
Mike Drescher Calgary, AB
We were with Vivint when Fluent took over. They took over all the existing equipment, except for the door bell camera. When the carbon monoxide detector went they wanted to charge us $300.00 to replace it. We had several problems with the door cam. Door bell kept chiming off, was always off line. Trying to get through for customer service was a joke. When you did they told you support would contact you. The never did. We sent an email stating we want to cancell our services in June. They sent an email back stating our contract ends Nov 24. They said nothing was in writing. Contacted them in mid October after sitting on the phone for ours trying to get through. Gal said someone from the support team will contact us. NOPE. No one. Got ahold of them a few weeks later be and tell us they need 30 days notice to cancell, even though they have our email back in June. Now they want to charge us till Dec 10th for the 30 days. They have very poor service and their is no customer service. Would not recommend them to anyone.
2 years ago
Reply from Fluent Home
Hello! Thank you for taking the time to share your experience, we are very sorry to hear that is has not been a good one. We can certainly understand you frustration in a situation of this nature. Unfortunately, in reference to the carbon monoxide detector and any existing equipment, we are more than happy to assist in any way that we can to resolve the issue but we are not able to replace existing equipment under warrantee as it is not equipment that we installed. If you would like to discuss this further, please feel free to give us a call at 855-238-4826 and any agent would be happy to speak with you and answer any further questions you may have. Thank you!
Nov. 14th, 2021
Joycelyn Harris Penticton, BC
Well over a year ago a 2 person team sold this service to me. They were to be my contacts if I had any issues or problems with equipment or service. Several months later the system stopped working. I tried to call this 2 person team but could not reach them. I called the company and left several messages. At one point I call d and left a message for them to come and get their defective equipment and provide me with equipment that works, and reimburse me for several months I have been without security. I called several times no call back. Eventually I got thru to an employee who advised me that because I live in what they call a Rural area, they don't send a maintenance/repair crew out until they have several customers who need service in my area. At that point I told them they have breached their contract with me and I want a release letter sent to me and for them to pick up their equipment. It has been over a year now since their equipment worked and they still keep billing me for security service they are not providing me and they just sent me a Final Notice for $113.00 Nov 10 2021.
2 years ago
Reply from Fluent Home
Hello Joycelyn, I am sorry you had a bad experience. How can we correct this for you? We would love to discuss your account with you and reach a resolve with the current issues you are having. Please call us at 855.238.4826. Look forward to hearing from you!
Nov. 10th, 2021
Brian Haddow Dawson Creek, BC
Mandy was persistent, patient, kept going with different alternatinves/solution until we solved the problem- 3 hours later. (Counting wait time) Thank you!!
2 years ago
Reply from Fluent Home
Hello Brian, Thank you for the 5 star review!!!!!! I will make sure Mandy knows she was mentioned! We do apologize for the wait time but glad you got the help with an amazing agent!
Nov. 4th, 2021
Meriam Barnuevo
If I could just give 0 rating that's what they deserved. It's been 3 months that we are trying to cancel our contract but until now they haven't cancel it. This month they cannot get anything from our bank account because we have to stop the payment through our bank. Customer service didn't wanna give the contact number to cancel they contract l, they said we have to wait for their call and it's been 3 months now. Why do we have to pay for the services that we don't even use, we already signed up from other company that's why we wanted to cancel our contract from them. I do suggest to other people out there please don't sign up for them because when it's time to cancel they won't let you out from the contract. Please don't waste your money on this company
2 years ago
Reply from Fluent Home
Hello Meriam, I am so sorry you had a bad experience. How can I correct this for you? Please call us at 855.238.4826. Look forward to hearing from you!!
Nov. 4th, 2021
Review Source
Michelle Earl Edmonton, AB
They are very courteous and professional. There are even some technicians who have a sense of humour and have been able to make a situation more pleasant. My only concern is the long wait times at this point in time.
2 years ago
Reply from Fluent Home
Hello Michelle, Thank you for the amazing review!!! We are happy to know our agents were polite and able to help you resolve your issue. If you ever need assistance again please call us at 855.238.4826. Look forward to hearing from you!!
Oct. 27th, 2021
Robin Ballantyne St. Albert, AB
I have been a customer for many yrs and can say customer service has really been horrible, I called to speak to someone in technical support and I had to leave my number for a call back which took over 1 hr
Then called to speak to someone about our service since my contract is coming up well I had to be transferred but then was told no one would answer so the lady I spoke to said she put my number down for them to call me back, 2 hrs later still waiting, didn’t realize so many are calling in to speak to either technical or to speak to customer service to have to wait this long to talk to someone
2 years ago
Reply from Fluent Home
Hello Robin, I am sorry you had a bad experience, We love to turn this into a positive for you. Please call us at 855.238.4826. Look forward to hearing from you!!!
Oct. 27th, 2021
Mitch Rider Erlanger, KY
Nathan did an excellent job walking me through the steps of getting me set up on my new internet service,was very patient with me even though I wasn't,Thank you
2 years ago Edited May 1, 2023
Reply from Fluent Home
Hello Mitch, Thank you for the 5 star review!!!! We here at Fluent love hearing what our customers enjoy about our products and services that we provide!!! If you ever need assistance please call us at 855.238.4826. We look forward to hearing from you!!
Nov. 2nd, 2021
Review Source
Leo Pilon Spruce Grove, AB
Mandy P was great. First person to take the time to go through the system, find out what was wrong and actually fix it.
Wish I could deal with her every time I call Fluent.
2 years ago
Reply from Fluent Home
Hello Leo, Thank you for the 5 star review!!! I will make sure the agent knows they were mentioned! Thank you for sharing what you enjoyed about your experience with us. If you ever need us please call 855.238.4826. We look forward to hearing from you!
Nov. 3rd, 2021
Review Source
Marg Taylor
Generally it takes too long to have your call returned or answered but lately it’s gotten a little better as I understand they Have hired more call-center staff. Today’s technical support person was very helpful and perseverance and tried numerous things to get numerous issues at two houses dealt with! Thank you Oliver!
2 years ago
Reply from Fluent Home
Hello Marg, Thank you for the amazing review!! We love hearing how are staffed have been able to help our customers!!! Thank you again for the amazing review!!!!
Nov. 3rd, 2021
Alma Beaudry
This is my third communication with Fluent. I posted about the deceptive practices Fluent door to door sales used to trap my sister (who has cerebal palsy) into signing a contract by saying her other contract was up. They had her sign on the representative's phone app WITHOUT EVEN TELLING HER WHAT SHE WAS SIGNING - THERE WAS NO PAPERWORK. I posted a review and someone responded asking how to make it right. I told them to cancel the contract and to contact me. NOBODY EVER CONTACTED ME - once again - very poor follow through. It is just lip service. Fluent WILL Not CALL US BACK and is ignoring our calls. We plan to take legal action.
2 years ago Edited October 11, 2021
Reply from Fluent Home
Hello Alma Beaudry. Thank you for taking the time to write this review. We are sorry to hear that you had a poor experience. How can we make it right?
Sep. 29th, 2021
Review Source
Steve Knotts Dallas, TX
The Tech that I just had was the first in over a year to help with our issues with the system and took the time to figure out the problem and get it fixed
2 years ago
Reply from Fluent Home
Hey Steven Knotts. We appreciate the 5-star review! Thank you for choosing Fluent!
Sep. 29th, 2021
BLAKE JONES Lehi, UT
FLUENT is as shady as they can get. DO NOT SIGN A CONTRACT WITH THEM WHATSOEVER; they are very deceiving and manipulative and liars. I was a customer for 3 years, I had to keep paying for their service that never worked. I then tried to cancel multiple times, because we are building a new home. dont need any service. But only would ever get the resolution team, but the final time calling they told me it was too late and it auto renewed. I would have to pay the full bill. I kept my end of the bargain by paying for 3 years for a service that never worked. I blasted them on every review site, While then I still have been paying for a service im not even using. I called In august because payments werent going through, so i figured maybe they did the right thing for once and canceled. Waited on hold for 30 minutes for a rep to tell me couldnt find my account then finally did and told me it got canceled. I then today got called saying im 2 months past due, wont cancel the guy wanted to argue with telling me to read the contract they have best customer service and he will be sending me to collections if i dont pay. WHAT KIND OF COMPANY ARE YOU? JUST TAKING ADVANTAGE OF PEOPLE. I WILL NOT STOP UNTIL ITS CANCELED
2 years ago
Reply from Fluent Home
Hello Blake Jones. Thank you for taking the time to write this review. We are sorry to hear that you had a poor experience. What can we do to make it better?
Sep. 29th, 2021
