PHOENIX — A Valley man called into an ABC15 Investigators phone bank for help after he said a security alarm company knocked on his door, making promises they didn’t keep.
Gil said he received a knock at his door. A salesperson saw his security alarm system in his yard and claimed they could offer a better deal.
“(He) said I’m representing Fluent Security Systems,” explained Gil. “He would charge me $34.99 a month, I would get a free camera, and installation.”
Gil thought he was good, especially since the salesperson said they would buy him out of his current security contract and lower his monthly bill.
Gil said the salesperson gave him an electronic contract to sign on a tablet device.
“It would tell me where to sign by highlighting specific areas,” said Gil.
However, Gil had a hard time understanding the contract’s terms and conditions, because the font size was so small, he couldn’t read it. “I said I can’t read any of this it’s too small.”
Gil had the contract enlarged, and that’s when he discovered a lot of extra charges.
“There was a $70 a month fee, for 60 months, for equipment that was installed, said Gil. This was in addition to the $34.99 monthly fee.
According to the contract, Fluent Home LLC had charged Gil nearly $3,000 for equipment and activation fees. Gil also said a credit account was opened that he didn’t authorize.
In the event of an emergency Gil’s alarm system is a lifeline.
Gil added, “I have a heart condition, my heart only functions at about 35%.”
However, Gil does not want to pay for services he can get for less. He says he tried contacting the security alarm service company several times to get out of his contract.
“I should not get stressed over this, and of course, it did stress me.”
According to the Arizona State Board of Technical Registration, every alarm agent must be certified.
After Let ABC15 Know did some digging, it was discovered the certification of the salesperson who came to Gil’s door, and sold him the system, was canceled in 2016.
The Let ABC15 Know team asked Fluent Home about that salesperson. Here’s a statement from Tyler Hartman, Vice President of Operations for Fluent Home:
“Fluent Home takes consumer concerns and our company’s reputation very seriously. After reviewing our records, we can confirm that (employee name redacted) is no longer affiliated with our company.
Fluent Home ensures that our representatives agree and adhere to a strict code of conduct. Fluent Home also takes proactive measures to ensure that its customers experience an honest and transparent transaction when they enter into an agreement with our organization.
Prospective Fluent customers are required to participate in our "Welcome Call" survey, which is a recorded telephonic survey which takes place between the customer and Fluent Home. Because we cannot be present for every sale, this survey consists of a series of questions designed to ensure that the customer understands the agreement they are about to enter into with our organization.”
The complainant you have been speaking to did participate in this survey, and replied affirmatively to questions including but not limited to;
- "Do you understand that your total monthly cost for monitoring and equipment will be $(Redacted) per month?"
- "Do you understand that you are financing your equipment with Synchrony Bank, and your minimum monthly payment will be ($Redacted) per month?"
“We have been working with the complainant and are happy to say that we have reached a resolution regarding this matter.“
The Let ABC15 Know team did ask the effective date the employee was no longer affiliated with the company, but our question wasn’t answered.
The board says it determines whether any disciplinary action for operating as an alarm agent without a valid certification is needed after an investigation is complete in response to a filed complaint.
According to the Better Business Bureau, the company has a revoked status, which means it no longer meets the BBB’s standards of trust to be eligible for accreditation.
Fluent Home is listed under the Registrar of Contractors website with a suspended ROC license, for non-renewal. ROC officials say under this status, Fluent Home should not be installing any alarm systems with a suspended license.
Under the Arizona State Board of Technical Registration, the company is listed as active.
The Let ABC15 Know teams also found the certification for the security alarm sales agent who came to Gil’s door is currently expired.
Under Arizona law, every person who sells an alarm system must have certification.
If you have a problem with a security alarm system, you can file a complaint, by clicking here.
After we reached out to Fluent Home, Gil said a representative called him saying they would cancel his contract and close his credit account.
Problem Solved!
Here’s a few other tips to remember:
You have the right to refuse to open the door.
If you’re feeling pressured to buy or sign something, you don’t have to be polite.
You can firmly tell them to leave, but no violence.
Remember you can cancel a door-to-door purchase of $25 or more within three business days and receive a full refund.
