Fluent Home Reviews

This company operates like the mob! After 5 years in the contract, they will try to keep you. They will not answer billing questions, claim they haven't received certified cancelation letters and place you on hold when you call until phone disconnects. All this to try to extend your contract and get more money for poor service. Choose a non-contract service for your needs. Trust me and the other horror stories!

***IF YOU CANT CANCEL - what they don’t tell you - send a cancellation email w/ name, address, phone number and your secret word. TO MAKE IT OFFICIAL, end it with your written signature (I took a picture of mine and inserted it at the end). They won’t cancel any other way…and they won’t tell you you need it. It was buried in your contract you signed and didn’t get a copy of.***

After deciding I wanted to move to a new city, I wanted to cancel my contract with Fluent. I was informed that it would be no problem and they would help me when the time came. Fast forward to after selling the old home and buying a new one. I called Fluent again, and they said they could cancel the contract but I would have to pay out the entire contract price. Personally I could see paying out maybe half, but not the entire amount. that was 18 months ago. Now I am trying to prevent them from billing me month to month now that my contract is up, and the process is horrid. I had to wait on hold for around 20 minutes to talk to someone in retention, who told me what a simple FAQ could have told me. GET A CALL BACK SERVICE! In the end my phone call was just short of 35 minutes! To cancel an expiring contract.

Be aware of Fluent's door-to-door salesmen!!! My 82 yo mom let one into her house and was scammed into a 5-year contract. The salesman knew she already had security with another company, but he didn't bother to find out if she still had time on her existing contract. It would have been easy to have her call the company while he was there to check, but he was more interested in getting a big commission. He had her sign all the paperwork that day to tell the other company she was changing services. It cost mom $1500 to pay off the contract. This company is also not clear about how much it really costs for their service. They told mom it would only be $24.99 per month, but she did not understand that she would also have to pay $2000 for new equipment -- which of course would be added to her monthly bill. Between the $1500 contract payment and $2000 in new equipment, she ended up paying more than if she had just stayed with her old company. When I confronted Fluent's management and the salesman, they would not let her out of the new contract. They also kept telling me "Oh, but we're saving her so much money!" The total cost for her was more than her whole monthly Social Security payment. These people are crooked.

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 couldn't get out of the 5 yr contract. We had our alarm go off for over 15 minutes Dec 26th no one from fluent called to check on us. We called asked why they told us no one works past 9pm. What's the point of service if no one is monitoring it? Unacceptable. We've been told a tech isn't in our area yet a tech came in Oct to install it...kinda odd if you ask me. Was told once it's all fixed a credit would be applied but until it's fixed they aren't going to do anything then was told it's not their responsibility to have functioning equipment...seriously? I've recently reported them to BBB to get out of a contract that has never been working since day 1 and am waiting on response. Buyer beware. Do not use this company they are scam artists and will not help you at all. Still 3plus months later 90% of our equipment doesn't function correctly. Still waiting on a supervisor to contact us back and still waiting a tech to come fix the faulty products.

Deceptive, sneaky, dishonest I signed a contract 5 years ago. A year ago, I called to try to cancel and was told I needed to wait out my contact which is scheduled to end 01/16/2024. Today (12/21/2023) I called to make sure no additional withdrawals would be made since my contract was ending. Guess what?! THEY AUTO RENEWED MY CONTACT FOR THREE MORE YEARS because I did not contact them 30 days prior to my contracting ending. Here's the thing. If you call for ANY reason other than to upgrade your system or subject yourself to aggressive selling tactics, your calling is "oops sorry" disconnected. I had to try for three days to contact someone and finally got a hold of someone who could give me the direct line to Resolutions. The same thing happened a year ago. So no, I do not want to continue, upgrade or refer anyone else to this abominable service.

I signed up for Fluent 5 years ago all was good in the beginning then cameras stopped working all technical support did was send me a utube link. No help. NOW I HAVE FULFILLED MY 60 MONTH CONTRACT. WHEN I CALLED TO VERIFY WHEN MY CONTRACT WAS OVER I WAS INFORMED THAT I WOULD THEN GO TO A MONTH TO MONTH SERVICE. I DECIDED TO GO A DIFFERENT ROUTE AND HAVE BEEN TRYING TO CANCELY SERVICE FOR MONTHS NOW. I HAVE CALLED BEEN PUT ON HOLD FOR OVER AN HOUR AND BEEN HUNG UP ON MULTIPLE TIMES FINALLY WAS TOLD THAT I NEEDED TO SEND A CERTIFIED LETTER WITH INTENT TO CANCEL IMMEDIATELY, ACCOUNT NUMBER AND SIGNATURE .... WHICH I DID. IT TOOK THEM A MONTH TO ACCEPT THE LETTER AND STILL NO CANCELLATION. NOW IM TOLD THAT I AM LOCKED IN ANOTHER CONTRACT.... WHICH I DID NOT AGREE TO.... AND THEY WANT A BUY OUT.... RESOLUTION DEPARTMENT IS JUST JERKING ME AROUND. I HAVE NOW CONTACTED THE STATE ATTORNEY AND PRIVATE ATTORNEY. HORRIBLE EXPERIENCE.

Faulty equipment, bad customer service. Have not been satisfied for years, but we signed a 5 year contract, so we've suffered through. Called to finally cancel as I could not remember the exact end of our contract. Found out it was in July and since we didn't cancel prior to that they automatically extended our contract for another 3 years and are telling us there is no way to cancel at this time other than to pay out the new 3 year contract. They also did not notify us, lower our rate, or provide updated equipment. When we signed we were told the price was so high due to the equipment being paid for over the course of the 5 year contract.

This company came to my 93 year father’s home and told him that their company was taking over the existing home security company that he currently has had for many years. The gentleman (I use that term loosely) was very nice and chatted with my father and helped him sign a 5 year contract, again my father is “93 yrs” old….I have contacted Fluent and explained my disgust with how they misrepresented themselves. He is still under contract with his existing company till 2025.. They have already changed his key pad etc. NO ONE from Fluent will discuss the fraudulent actions by their company. After hours on hold, we were told that he signed a contract (of which we have no copy of what he signed….I am attempting to get a copy now) and it is binding, if he doesn’t pay, they will send him to collection, Gratefully, his current security system is attempting to help us …I was told Fluent has a reputation for this type of deceitful sales…VERY FRUSTRATED WITH THIS COMPANY…..EVERYONE BE CAREFUL OF THEIR TACTICS..

I have my home security through Fluent, originally with AlarmTek, I phoned to cancel it in April 2023. I didn't want to pay for the three months still left on my 60 month contract so I decided to wait. Was not told of any 60 day clause in which I had to inform your company of the cancellation. I said I would call back. Did so several months later, once my contract had ended, discussed a lower payment, but still decided to wait until I talked to my husband to be sure. Still no mention. Phoned again that same month (July 31, 2023) to be told that my contract actually autorenews for two years if I don't inform you within 60 days. The resolution member was being condescending, I asked him to stop, he then said I was being condescending. He hung up the phone me twice, and said things like "Oh, Did I hurt your feelings" and "Have you talked to your lawyer friends yet?" Unacceptable and Unprofessional. I have already launched a complaint with BBB, will be writing consumer affairs and have contacted consumer advocate media regarding this. I have posted this on the other executive social media accounts. Something must be done about this immediately.

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.

Not worth even 1 star! This is the worst security company I've ever dealt with. After moving to my new home with our existing Fluent system we went 2 years not knowing that our system wasn't being monitored because we now live in an area they don't service, and yet still having to pay for their service because of the contract. This never came to my attention until I called, trying to get the system to work. After sending a tech who informed me, nothing could be done without updating our panel for much more money, we had to either continue paying for a useless service or buy out the contract. We choose that option. After we paid off the contract, I was assured we would no longer be billed. To no ones surprise, that was a lie since I just got nulled AGAIN! When I called for a refund, I once again wanted reassurance that I would no longer be billed and that our account was now closed. I was met with rude, impolite and impatient customer service representatives who almost acted as though I was the one who was being unreasonable. I've never been more disappointed in a security service than this one. I highly encourage anyone reading this to go somewhere else for your home security needs. This company is a joke.

Leaving this message coz I'm losing my patience dealing with this alarm panel/monitor. I have been calling the customer service for more than 2 weeks already. No one was able to help us about this noisy and annoying panel screen. It beeps continuously almost every seconds for more than 2 weeks already. Agents said there is nothing wrong with the equipment. We tried to ask to have them replaced but they said they just have the older model which is smaller and doesn't show some information like weather, etc. One agent said the beeping was normal. Like, seriously? It is normal and working perfectly when it keeps on beeping every second? Which did not occur before. You pay them every month. And then you get this very supportive techs, OMG. I don't give bad reviews but what we were experiencing for more than 2 weeks is so terrible already. Kids are having a hard time sleeping. And I am having a hard time focusing on work needs to be done in my computer because of this annoying and continuous beeping sound. This is the kind of service we get for being a customer in almost 4 yrs. Wow... If I have an option to give it 0 review, I will..