Fluent Home Reviews

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.

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.

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.

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 !

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

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.

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.

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.

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 !!!!

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.

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.

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.

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.

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.

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

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.

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!

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 !!!!!

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.