Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent home security is a **** joke. I signed up for their services to monitor my place (I already had my own equipment) when I lived in **********. I called and told them to cancel it in June of 2022. They refused to cancel it and are still billing me $41.99 per month for their services!!! So now I have a huge bill from them and they are STILL CHARGING ME. And the last time I called, they were extremely rude and would not cancel the services because I signed a 5 year contract back in 2019. I told them I was moving and they still wouldnt listen or compromise.

  Business Response

  Date: 23/05/2025

  Hello,
  
  
  Upon review of this complaint, we have determined that the account in question is solely serviced by API Alarm **** As such, we are not in a position to assist the complainant directly.
  
  
  We kindly request that this complaint be reassigned to API Alarm **** for further handling.
  
  
  Please let us know if any additional information is required from our end.
  
  
  Best regards,

  Customer Answer

  Date: 24/06/2025

  Fluent Home is by API Alarm

  Business Response

  Date: 03/07/2025

  Good Morning , 

   

  Fluent failed to advise api Alarm to cancel the account, the account as of now has been cancelled, all outstanding invoices have been cancelled also.

   

  Our apologies for the frustration this has caused 

  Rose 

• Initial Complaint

  Date:27/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent alarm under the name, API alarm has made it nearly impossible to cancel our service properly with them. The company will not answer calls and when they do, they will not actually do anything about our issue. They say they will call back and they dont. After jumping through all of their hoops to cancel our service, they have not given us any information they are required to provide us about how to return equipment and information online says that we will be charged money if the equipment is not returned yet we have no way of knowing how to do that as they have not given us the information necessary. They also cancelled our service eight days before they said they would in our cancellation email without notification and have not given us any kind of financial compensation for this. If we are charged any more money by them for these issues we will be seeking legal representation.

  Business Response

  Date: 27/01/2025

  Good Morning *******, 

  Please email ****************************************** your request to cancel, can you also provide the number that you are calling in that email, please include your account address

  We do not show your number calling into api , you could be calling fluent direct, email us and we will ensure the request is processed asap 

  Sincerely

  Rose

  Customer Answer

  Date: 27/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:09/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so tired of dealing with Fluent. We have been trying to cancel this account since we purchased our home in July. The previous owners continue to get threatening emails from this company and the company refuses to address us as new owners of the home despite our attempts to change the information on the account. We have emailed and called several times and get no resolution. I am tired of trying to get a response from this company and of having to file a BBB complaint every time I need to speak with someone.

  Business Response

  Date: 28/01/2025

  January 28th, 2024
  
  Hello, 
  We are in receipt of the attached complaint and appreciate the opportunity to provide a response.
  
  Please be advised that we have contacted the complainant directly and are actively working to address and resolve the concerns raised.
  
  Thank you for your time and anticipated review of this matter.
  

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22782199
  
  I am rejecting this response because I asked for a resolution during the phone call I received today, and it was not given. 
  

  Instead I was instructed to email someone else and ask that it be done. I have sent the email and am awaiting a response. 
  

  so no, I am not accepting this response as the case is not yet resolved. 
  

  also, it is disgusting business practice to have to file a BBB complaint in order to get someone from the company to respond to inquires. 
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/02/2025

  February 6th, 2025 

  Hello, 

  The billing for this account is processed by API Alarm, and any necessary adjustments must be made directly through them. The customer has been advised to contact API ********************** via email for any required modifications.

  That said, we remain available to assist the complainant directly. Should they require further support, they may contact us at 888-936-5545or via email at ********************************************************************. If any issues persist, we will be happy to provide additional assistance.
  
  Please let us know if any further information is needed.
  
  
  Best regards,

  Fluent Home Compliance

   

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22782199
  
  I am rejecting this response because:
  I have tried to contact the business twice at the email provided by ***** **** - compliance officer.
  

  Neither Fluent nor API have responded and the complaint is NOT resolved. 
  I will continue to follow instructions on trying to reach the company but I am extremely dissatisfied with their customer service. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 26/02/2025

  Hello, 

  As previously stated, we have forwarded their request to API, and to our understanding, they are updating the required information. 

  Sincerely, 

  Fluent Home Compliance

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22782199
  
  I am rejecting this response because I have emailed API several times with no response. I cannot get through to them on the telephone, and they do not return call requests via email. I have heard NOTHING from either Fluent nor API regarding this issue and it is not resolved in any way. 
  
  I will continue to reject the companies responses until we hear from someone to resolve this issue. This is absolutely unacceptable customer service, and I cannot express how frustrated I am with this company. 

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:26/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint involves Fluent Alarms and API Alarm Monitoring. A separate complaint was filed against Fluent with no resolution.In August 2019 we had a saleperson from Fluent Alarms come to our door and sign us up for a multi-year alarm monitoring service. In December 2023, I provided Fluent with a notice of cancellation by email with a signature for my account, 3 months prior to the end of my contract. The email was received and *********************** replied by email advised that someone from their customer retention team would contact me at the end of my contract. March 2023 (the month that my contract ended) I didn't hear from anyone at ****** but assumed my contract would end since I provided ample notice. For 8 months (March to Nov 2023) my credit card continued to be charged the monthly monitoring fee of $90.71 until I was issued a new credit card and they could no longer draw payments. I contacted ***** at ****** in Feb 2024 to advise them of the erroneous billing and received a reply by email apologizing for the mistake and inconvenience and advising that a refund would be expedited to their management team. For months I've been chasing them to get an update and finally in May 2024 ***** responded by email that I now needed to contact API to pursue a refund because they handle the billing for Fluent customers. I have called API's customer service line multiple times and forwarded all of the correspondence between myself and Fluent (including the admission of fault by *****) and still continue to get the runaround. I've made 3 attempts by phone and 2 attempts by email to reach someone and get this refund resolved. I'm owed 8 months of erroneous charges totaling $725.68 and am completely frustrated that I'm not being helped. I'm not even being responded to.

  Business Response

  Date: 26/06/2024

  Hello

   

  Have spoken to ******** via phone , refund being issued today 

  Sincerely

  Rose 

  Customer Answer

  Date: 02/07/2024

   
  Better Business Bureau:
  
  After a lack of responsiveness on the part of API, I was contacted by **** at their national office once I filed the BBB complaint. She listened to the situation and made a quick decision to refund the money that I was charged erroneously because Fluent Alarms didn't cancel my account (as directed) at the end of my contract. Although this has been a very long and frustrating process having to deal first with Fluent and their ignoring my communications for months, and then being referred to API; I eventually appreciated the no-nonsense and logical approach I received from Rose at API.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:23/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent is my security provider to monitor services when I am away. Their equipment failed and would not work properly. They refused to correct the issue. They refused to end the contract. I waited out the contract, sent a registered letter as per their contract requirements, to not renew the contract. All were sent within the required timelines. They did not cancel the contract and continue to charge me for it.