Fluent Home Reviews
7.7
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Diane Hervan Kingman, AZ
WARNING!!!
WARNING!!!
BEWARE this is a VERY DISHONEST and RUDE company.
Their agents are DISHONEST and they company not only support but is proud of it.
That everytime you call you get a different person and nothing they say is documented. So, please take good notes to protect yourself.
I was told by a manager/supervisor that to use this as a learning experience and always get it in writing.
Which is funny because they hide behind the phone.
I may sound bitter and ANGERY and it's true because I am stuck in a contract that I can't afford to get out of because I didn't listen to my instincts and closed the door.
I would not recommend this company.
1 year ago
Mickole Lucas Beulah, CO
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.
1 year ago
blessed_jam kyzac Saskatoon, SK
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..
1 year ago
Nicholas Las Vegas, NV
Doing business with Fluent has been a huge mistake! Had I known going in this company would have poor installation, horrible customer service, and no technical support, I would have never choosen them.
First, the brand new security panel I purchased from them was defective. This caused a delay in install. On the second attempt they installed all the equipment however left without making sure all of my smart home devices were working properly. My smart lights never integrated, smart thermostats and door locks were working intermittently. In addition they installed the $1400 panel with adhesive instead of a bracket (picture attached).
When I called in to have the issues resolved I was told someone would call me back when the problem was fixed. I had to call them 3 or 4 times for an update. Weeks went by, each time with no resolution. Then they put me on an automated call back list. So I began recieving a call everyday from a tech that had no resolution and knew nothing about the problem or conversations from the previous day. On my last attempt I called in and a representative by the name of Aaron answered. He seemed to know all about the issues. He began actually yelling and speaking over me, stating he could not help me. He also stated he was a sales representative and I should not have called in on a Saturday. He said, tech issues should be called in during the week when they have more staff. I then asked to cancel service. I was told I could not, it would have to wait until Monday.
ATTENTION: Do Not be fooled by the friendly first sales call, things will not end well. This is not a company I would trust to follow through with what they say they can deliever!
1 year ago
B4gues Kingman, AZ
Their sales representatives in the field are dis-honest. They lie to you, and they use quick talking tactics to take advantage of senior citizens. Here is an example of a dis-honest sales rep.
He is a liar. He told me FLUENT would pay off the contract I had with SAFE. Now FLUENT states they are only responsible for $350.00 leaving me with $1855.00 to pay or face litigation with SAFE. Mr. B told me 3 times that the contract would get paid. They would send me a check for the payoff and for me to then write a check to SAFE. That way SAFE would not know FLUENT was taking business away from SAFE. I asked him 3 times if that was correct regarding paying off SAFE. I have a witness that heard it. FLUENT said that I needed a written statement from Mr. B regarding this. He did not give me a written statement. Now I have called and/or texted him over 40 times since December 3, 2022. He has not responded to any of my calls and/or text messages.
If this person tries to sell you on FLUENT, make sure that you get a written statement from him or FLUENT will just give you the shaft
1 year ago
Review Source
Huong Amy Nguyen Saskatoon, SK
Dianne Technician support me today (10 Feb ) is really good. I have problem with battery for long time...she's patient to listen to me and give good solution. Thank you!
1 year ago
Rachelle Beck Calgary, AB
I cannot say enough about how terrible this company is. Do not sign a contact. We did 4 years, and it was ok until all of the products stopped working. This in itself would not be a reason to be too upset. Stuff breaks. But by the end of my term I was paying for nothing (because nothing worked any more). I waited for my contract to be done in august. I went two emails, was never responded to and the service was not canceled. I called twice- both time they people on the phone said they would have someone call me back and they never did. I did three chats on the website. Every time I was told somebody would call or email me back and never did. For four months I tried to cancel and was unable. Finally, today, I got through to someone and he said I had to right out a contract on paper and email to them to cancel. He refused to refund any of the money they have literally stolen in the last four months (240 dollars)
I could go on, but I won’t. Needless to say I highly recommend not using them. The last employee I spoke to was rude and could have cared less, even though he’s the only one out of 7 people I spoke to in total who told me how to cancel.
1 year ago
Steve Ossinger Toronto, ON
My Fluent system is not working, 3 months after my current contract expired. I contacted them about getting it fixed and at the same time I added more equipment and upgraded others. After the contract was signed on 25 Nov I found out they have no technicians in my area that can do the work. The earliest date I have for them to possibly come is 5 Jan. I told them that that was not reasonable and as its after 30 days specified in my contract for delivery of goods and services that I want to cancel. They refused and offered me two free months. Two free months for a non functioning home security service with fire, gas, and flood monitoring. Totally unacceptable. I have engaged with my local government consumer protection agency to rectify this. Horrible support for their products. Avoid this company.
1 year ago
Mary Beth Thomas Gig Harbor, WA
I seriously cringe giving this company one star because they deserve zero. We had them for five years on a contract. Over those five years the service was awful. The alarm was always having issue and every time we called nobody knew what was going on. We moved from our house right at the end of our contract. We called them and let them know we were moving several months beforehand and they told us that our contract was almost over and we wouldn’t be billed anymore. We moved and three months later we noticed that they had still been charging us every month even though we didn’t have a contract anymore. We called and they told us that we were supposed to send something in writing. They never told us that when we called originally. They also told us that they don’t do refunds so we weren’t getting our money back. We sent an email stating that we wanted our service canceled as the person on the phone had told us to do. And today, a month later they freaking charged us again! My husband called them and of course we were told a totally different story that we have to fill out some form. I’m looking into small claims court because this company is a total scam and has taken hundreds of dollars from us for an alarm that we don’t even have anymore. If you’re considering this company, run the other direction. Literally any other alarm company would be a better choice.
1 year ago
Matt B Airdrie, AB
Where do I start? We purchased a home in 2019 and decided to use Fluent as a home security provider, our other only choice being Vivent (had problems in the past with them but in hindsight a better choice)
A Fluent tech came out to review the existing alarm system and devices, and see what our needs are. Most glass sensors, co2 and smoke were already installed from the previous home owner, in the end we had a few additional window sensors added and outdoor cameras.
When the tech went to install the new panel rather then asking us where we wanted it or installing in the previous alarm panels location (which was wired for power) he smashed a hole in our wall with a hammer so he could feed the wire down the wall to a outlet. If thats not bad enough he decided a good spot was 5' up the wall with the screen facing the front windows so anyone on the street could see the status of the panel.
Fast forward a year into our contract, I came home from work and half our window sensors were faulting as well as the door sensors. After a few hours on the phone with customer service and bouncing around from person to person I get a manager on the phone who sent a tech out for free, I think only because I had to complain so much.
Tech comes out and tells us that half our sensors were not even connected to the panel. A couple months later I also notice the co2 alarms and smoke alarms had expired in March of 2019 meaning the original tech didn't even bother checking to see if our devices were still good. Fluent refused compensation for the terrible install. To be honest I didn't even bother calling back about the co2 alarms because who wants to sit on the phone for 2 hours to be told tough luck.
Fast forward another year and our 2 year old panel goes nuts with every alarm under the sun. I ended up pulling the panel to silence it. Fluent rings me up and surprise the panels not covered under warranty and they want to charge us for a whole new panel, once again I escalate up the chain to management and after a lengthy conversation they finally agree to ship a new panel for free.
Fluent is terrible. I usually take 1 star reviews with a grain of salt but everything you read about fluent and their underhanded business practices is true.
I'm glad I read these reviews especially the 30 day notice of cancelation. I will be sending a certified letter, email and phone call each month to them for the final 3 months of my contract to ensure that they do not get one extra penny from me. Equipment will be returned via certified mail. And if they still want to play games and mess with my credit they can speak with my attorney.
Do not sign contracts. Do not upgrade your equipment. Do not answer the door for their salesman. Do not allow Fluent in your home.
1 year ago
Maria Wells Pahrump, NV
I just had issues with my front door camera. And Nathan help me for over an hour and helped me resolve my issue. I highly recommend Fluent and there technical support
1 year ago
Lloyd Meier Yuma, AZ
Fluent home has continued to attempt to withdraw funds from my bank account after the contract was closed. Even after receiving e mails from fluent informing me that the account was closed and that its a billing error, they continue to try and extract funds from my bank as well as send me non payment notices. I have sent them numerous e mails to get them to stop but to no avail even after including the e mail chain where they admit that they are in error.
1 year ago
Randy
I cancelled my account in September as I had moved. The new owner took over the equipment but Fluent didn't update the payment information and kept withdrawing the money from my bank account for 2 more months. When I called them, they wouldn't reimburse it and indicated I would need to get it back from the new owner. They said they couldn't back bill them for the two months and reimburse it to me. Even though they had his phone number, they wouldn't call him to get the proper billing address and indicated I had to call him and have him call them to update the billing address. They also indicated when I cancelled that if I gave them the contact information for the new owners, as an incentive they would bill them $20/ month less than I was paying. It was obvious on the two invoices I received subsequent to that, that it was the same rate. In 6 years I never had a problem with the security system, but this experience has now left me feeling I will never deal with these bandits again.
2 years ago
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.
2 years 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!!!!
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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 $$$.
2 years 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.
2 years 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...
2 years 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!!!
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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!!!
2 years 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.
2 years 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 !
2 years 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
2 years 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.
2 years 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.
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 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 support@fluenthome.com. 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.
2 years 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 !!!!
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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.
2 years 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
2 years 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.
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 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 support@fluenthome.com. 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!
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 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 !!!!!
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 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.
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 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 support@fluenthome.com 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
2 years 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
