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:07/26/2023

  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.

  This company handles the ************ platform. Since they took over the program they give phone calls to people they like, and pick and choose who gets the most phone calls. They are completely unethical. They make it hard for people to support themselves by taking opportunity away. They hide your talk time, so you have no idea how they come to your pay. ******************* allows agents with a low Teir to get more phone calls then a person with a high tier. They are not transparent at all. Beware of this company.They basically drove me off the program because I could not afford to sit there for 8 hours and get no phone calls.

  

  Business Response

  Date: 07/28/2023

  Hi *****,
  Thank you for your message. After reviewing your case with the support team, we wanted to provide information on call routing for the program referred to in your case. This client has chosen to route calls to Liveops agents by performance tiers and Liveops is contractually obligated to follow through on that routing request. All call routing is automated based on the clients performance tiers and Liveops staff has no ability to alter this routing. Liveops has provided resources to educate agents about performance tier algorithms, the monetary structure of these tiers, and how to grow your business with this program. This information can be found pinned to the Resources section in Liveops Nation. If you have any questions about how performance tiers work or client metrics for this program, please reach out to your support team by submitting an LSC ticket. This support team does offer 1:1 sessions when requested and would be happy to assist you in building your business.

• Initial Complaint

  Date:07/14/2023

  Type:Product 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.

  Starting 7/7/2023, I received a CE for long after call work on my business account. I was just ending my second week in production. I placed a LSC ticket asking for clarification/resolution, as it states in their graduation email we have 90 days to get up to metrics before they start ****ing our accounts negatively.What I got for a response on Sunday, 7/9/2023 was a generic script that I should make a 1:1 appointment. I did so, but had to reschedule due to a medical emergency for my animal. I rescheduled and, albeit sick, showed up for the rescheduled meeting. The *** did not show up. No one bothered to inform me through Teams or email that she had internet issues and would not make it to our meeting.7/13/2023, the day this happened, I requested an expedited 1:1 with another *** if possible. I received the same generic response as I did on the previous Sunday, which did not answer my question. I updated my LSC ticket to reflect that, to which they have just left it sitting in open status with no resolution.Today, 7/14/2023, I created a new ticket requesting, once again, an expedited 1:1 or to have my concerns addressed higher up the chain of command. To this point, it is still unresolved and has yet to be acknowledged. I am especially concerned because they sent me another CE **** on my business for the same reason as the first, but for my 2nd week of production - still less than 90 days from leaving nesting.I am trying to get a response to my concerns and have this issue handled with adequate customer service (something they've paid us to do well, but don't seem to implement themselves).

  

  Business Response

  Date: 07/25/2023

  Hi ******, 
  Thank you for your message. After reviewing your case with the support team, it appears that your LSC tickets have been answered and you were able to meet with a support team member 1:1 on Thursday, 7/20. During that time, it was noted that you were a part of an earlier certification class where the 90-day grace ****** for client metrics was in effect. Therefore, your compliance events (CEs) were reversed. To view all client metrics for your program, please review the document pinned to the Updates section in Liveops Nation. If you have any questions about these metrics moving forward, please reach out to your support team in Teams or submit an LSC ticket and the team will help with resolution.

• Initial Complaint

  Date:06/26/2023

  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.

  Liveops nation has zero way to contact them, and their website is never functioning correctly. They advertise to help find work but I cannot make it anywhere close or even file ticket complaints because of flaws in their website.

  

  Business Response

  Date: 07/27/2023

  Hello ****, 
  
  Thank you for your feedback, and Im sorry to hear about the challenges youve encountered. If you need assistance, feel free to reach out to the support team by logging into Okta and then clicking the Liveops ************** channel. If you are locked out of Okta or cannot access your agent account, please submit a ticket here instead: ***********************************************************************************  and well get back to you as quickly as possible. 
  
  We look forward to being able to help you.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  My name is ********************************* and I was employed by LiveOps a *********** in **********, ******* for 9-1/2 years/ I was terminated by them last Thursday without any warning. I had been disciplined a few weeks ago by deactivation and I had a meeting with an individual on this matter. I thought everything was cleared up, but unfortunately it was not. When I went in to login to my work station on May 17, 2023 I was met with a message saying that my contract had been terminated. There was no explanation. I emailed them and told them that under federal law that I was entitled to an explanation. They sent me an email stating that I had breached my work contract with them by not dispositioning my calls correctly and not hanging up the phone after the customer hang up. I sent an email to ***************************, the *** and he turned me over to one of his senior vice presidents. She stated in her email that I had "cheated" LiveOps out of money by not hanging up the phone readily when I finished talking to the customer. Last year I only made ****** with ********************** and my salary every 2 weeks never went over ******. I have social security and retirement from the ****************. I supplemented with working for LiveOps. Sometimes customers will go overboard and tell you their life story and sometimes you cannot get them off the phone. Sometimes you have to explain in depth just exactly what they called in for, especially the ******** calls.Sometimes they use foul language and use the *** word every other word and sometimes you just have to hang up on them in order to not listen to them anymore. They said when I was not hanging up I was I was not accepting any more calls and I prevented the client from receiving inquiries their product, but this was not the case. When some uses the * word constantly in a conversation is not appropriate to discontinue the call. I can provide you correspondence with ****************** and to various supervisors with whom I have had correspondence. They say this problem with me has gone on for 2 years. An auditor felt like I was not hanging up after I got off the line with the customer. Sometimes the customer hung up after we finished, but I did not and sometimes there was no one online. I see a psychiatrist and they prescribed me medication such as Zoloft (sertraline generic) and Abilify. Both these medications cause memory loss. Sometimes attention span on these 2 medications is a side effect. I have explained this in depth to them and still they do not want to check into it. I cannot get a job back with them because it is their policy that once you are terminated you do not get your job back. I am just filing this complaint because I have been judged wrong by them. I did not intentionallycheat LiveOps out of additional salary. I would appreciate any help you can give. I was constantly given compliant events because of this and sometimes I was not notified that I had gotten any compliance events and these added up. It was almost weekly that I got one. I would like to know if the auditor has middle ** ties. Does she live in Baldwin County, Jones County, or Hancock County. I believe the auditor was biased. I did not start receiving the CEs until I mentioned that I worked for LiveOPs to a *************************** that I used to work with. There were problems between me and ****************. She has since passed away and I would like to know if the auditor knows *************** or some of ******************** relatives. I do not think LiveOps is a fair and just company in the way they terminate individuals from employment. They do not listen to the employee they just pass judgment and that is the end game. I would appreciate some feedback on this. I was fired On Thursday, May 17, 2023. I would like either compensation or my job back and the auditor to be dismissed or disciplined. The person ****************** turned it over to investigate did not even talk to the auditor, she just took the auditor's word. She never listened to the call in question. LiveOps has a lot of updating to do with their system, maybe they should look into trying to hire more competent IT people than they had. I submitted 2 support requests because of the calls asking them to forgive the long call and not give me a CE. Then the other call was about the phone panel. I was having difficulty with my phone panel and I requested that the support staff assist me with the problem. They did not do anything about either request. The answer the support staff was noted a day after I had been terminated and the only thing they asked me if my problem had been resolved. The problem with the phone panel was that the phone would ring and I could not answer them and I had to disposition the call the best way I could. The phone panel was a web based phone panel that they came up with to answer calls. I used to have a landline phone and that was better for me. I could control the situation better with hanging up the phone.

  

  Business Response

  Date: 06/28/2023

  Thank you for your message, and apologies on the delay in response as we needed to discuss the events internally before we were able to come back with a reply. The feedback from the inquiry shows that there are many instances of very long periods of non calling/talk time, that were submitted for invoicing/payment. Whether intentional or not, this does violate your Independent Contractor Agreement, and nullifies the contract itself. I do wish you well and appreciate your email and explanation.

  Customer Answer

  Date: 06/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/13/2023

  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.

  My Business was removed with no explanation this morning. I sent in several tickets to Liveops Support today and no response. Im not able to access Slack, Five9 or Shiftboard. I emailed my ARA and no response. This is a total inconvenience to me and my family. I am a single mother with a special needs child, and this money was to help me pay my mortgage and feed my children. I think its totally unprofessional to just kick someone out of the system with no explanation and no response from support. I will not recommend the company to anyone. Ive been in tears all day behind this. Someone needs to contact me ASAP with a reason to why this happening.

  

  Business Response

  Date: 06/16/2023

  We have been in contact with this agent.  This agent, along with several others, was removed in an internal system error.  The process of reinstatement was initiated on Wednesday and may take 48 hours. The agent will be notified when she is reinstated.

• Initial Complaint

  Date:06/01/2023

  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.

  I am an independent contractor and was in the process of certifying for a job opportunity with Bath and Body Works through Liveops. During the process, Liveops was experiencing several technical difficulties that caused my business to attend tech support sessions to correct the issues. I was then told that I would have additional time to complete any necessary procedures due to there defects in the system. This morning I began my normal procedure which was to attend the early morning class at 10 am and everything was going fine until I was removed from the class and put in a room by myself with no one else to speak to. I then went to open a new Zoom session and have been sitting waiting over an hour for someone to have the common decency to either speak to me or acknowledge my presence. If I do not attend the required sessions, my business will be at risk for removal from the program. I tried to speak with a representative of Liveops to correct the situation through there LSC system twice. LSC is the abbreviation for Liveops Support System, and they still have not gotten back to me. I would like to know why they have dropped me despite being told there should not be any issues with me proceeding forward and why they feel as if they do not owe me an explanation for the ride disregard they have shown me.

  

  Business Response

  Date: 06/13/2023

  We understand how disappointed you are in your removal from the Bath & Body Works certification class. After reviewing your case with the certification support team, they confirmed that your removal from the certification was consistent with all other agents who missed the Phase 3 eLearning deadline of 8:00am ET on 5/31/23. In viewing your eLearning progress, you began Phase 3 at 9:12 ET on 5/31/23 and did not complete it until 11:32am on the same day, after your removal from the certification. Once the 8:00am ET deadline was missed, the client credentials for all agents who didnt complete Phase 3 were deactivated.
  
  We have confirmed that the eLearning was not connected with the client-system technical issues that you experienced. We have checked into your 2 LSC cases submitted and they both appear to have been answered. Case ******** was input on 6/1/23 at 10:41am ET and answered on 6/1/23 at 10:46am ET. Case ******** was input on 6/1/23 at 11:33am ET and closed on 6/1/23 at 11:45am ET as a duplicate of Case ********.We would encourage you to visit the Opportunities Dashboard to apply for another client opportunity. If you have any questions about any opportunities available or coming soon, please submit an LSC support case to the Exploring New Opportunities tile.
  

  Customer Answer

  Date: 06/13/2023

  The company had many issues with their systems and instead of first correcting their known issues, they decided to remove agents who were still experiencing technical issues. I have provided screenshots where there were days I was unable to even get into the classroom, along with incident reports. I reached out to OAR which is the system used when in certification to help resolve technical issues. My first issue was that I was unable to access the systems because I could not get authenticated through the **** app. Once in OAR I was told they would be unable to help me and I would have to contact the Helpdesk for more help. I contacted the Help Desk, gave them my manager's name which was suppled to me by OAR, who is *************************, then it took them 3 days to fix my issue. This was all after having to make several calls and being disconnected. By the time I had full access, it was Friday and that gave me only 5 days to complete three phases of work. So you are saying because it was almost 3 hours later that the work was complete, I should have been removed from the program based on some policy? So if that is the case, what is the policy when your systems are not working properly and the agent has to suffer?

  

  Business Response

  Date: 06/15/2023

  During this Bath & Body Works certification class, there were issues with the client systems, however,no agents were removed from this certification class due to these client-specific technical issues. The Phase 3 eLearning in ****** that was not completed by the deadline of 8:00am ET on 5/31/23 was not affected by the client system technical issues and the eLearning platform (******) was working properly. All agents who did not complete the Phase 3 eLearning in ****** by the deadline set were removed from this certification. Removal from a certification due to not completing eLearning by set deadlines is not specific to this Bath & Body Works certification. It is also normal practice to deactivate client credentials upon removal and return them to the client immediately per their request.
  
  Additionally, per Section 3(d) of the Liveops Independent Contractor Agreement (ICA) the agent signed,Contractor shall perform the *** Services under this Agreement from its office, or other remote location of the Contractors choosing, provided that Contractor promptly notifies Liveops of its business address and such location.Liveops reserves the right to terminate this Agreement pursuant to its terms in the event Contractor moves to a location in which Liveops has chosen not to do business.
  
  As listed in the BBB submission, the agent has provided an address and phone number located in the *****************. Liveops does not do business in the *****************,therefore, the agents Liveops account has been temporarily deactivated pending a business verification. The agent has until June 20th, 2023 to complete that verification at which time, the agents Liveops account will be re-activated or terminated based on Section 3(d) of the Liveops Independent Contractor Agreement (ICA).

  Customer Answer

  Date: 06/29/2023

  I do not live in ********, that is a mailing address and therefore you have inadequately deactivate as my account. 

• Initial Complaint

  Date:05/22/2023

  Type:Product 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.

  My system lost the password for call center when I tried to login at 10:00 on Sunday May21, 2023. I followed all the requirements filing a support ticket with Liveops only to receive an email to be told they cant handle this. Also sent email to ***************************************** along with calling their numbers several time. also filed with Liveops.********.com its been 26-1/2 hours and still havent received any support and clearing this matter up.

  

  Business Response

  Date: 05/22/2023

  Thank you for your message, we understand this has been resolved.

  Customer Answer

  Date: 05/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:05/17/2023

  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.

  . I really liked the fact this company was very transparent in letting the independent contractors know the expectations of the client and the overall company. I was contracted to ******************** in march or April of 2023. However I was removed due to failing my 2ndmock call. I have no problem in being removed if this was considered lawful. Sometimes people are removed due to not completing their elearning or not attending live session etc. Even then you are able to submit a form ( missed) . There were 2 mock calls that were included in certification. I passed my 1st mock but I apparently failed my 2nd mock call due to missing important factors in the call. I was quized by ***** and ******** who believe should be fired. I also believe ***, **** and **** should be fired. The reason I say this is, we were not told we would be removed from the program if we did pass the mock call. I also took this job due to being in school. We were not given a grading rubirc , a outline of the grading, the details of what was important ( in writing) and this caused a lot of of confusing because this allowed the ******* to nip pick or make up information that *** have not been true. For example, I was told I missed certain steps that weren't even in the happy hour practice. For example the ******* asked me how i run a certain check, but this was not asked of me in previous mock call I failed. I was also told by one agent I would be graded on previous customer or a new customer. Then I was told by **** the call would be graded on new customer due to time( in slack) .. So how can someone properly prepare for this test?! I was given docs to ask customers certain information on a cheat sheet from vet agents but the information differ from the client? I asked **** could she listen to recording, she explained she only could take the word of the supposed vet agent. Even the client provides you with proper grading and information on what you missed and documentation is recorded.

  

  Business Response

  Date: 05/24/2023

  Thank you for your message. Please be patient with us as we are looking into this situation. As an aside, the ******************** opportunity is no longer available, however, you are able to opt in for any other client contracts that are available. We will respond again with findings as soon as possible. 

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  Customer Answer

  Date: 05/26/2023

  The staff was wrong.. and this places me in bad state with Liveops

  

  Business Response

  Date: 05/30/2023

  Thank you for your patience with this topic. The readiness assessment process is in place as requested by the client, to ensure all agents are prepared to handle and support calls. You are 100% eligible to apply for any other client on the client opportunity dashboard, and are not restricted.We appreciate your input and feedback.

• Initial Complaint

  Date:05/05/2023

  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 trying to get a answer as to why I was removed as a Liveops agent when I haven't even had an opportunity to service a client. I was approved and removed all in the same day. I paid for a background check successfully passed and selected a client to work for A*****. They seem to send a auto cryptic message with "Whoohoo" as if my case was resolved in my favor, then I received a email that I was removed (terminated) from Liveops and can never apply again, which is fairly harsh when I don't even know what I did to be removed. I've submitted several support cases only to get generic answers concerning this situation. I would like someone to review my profile and provide me with accurate information in order to rectify the situation. I have gotten different reasons as to why from "material breach" to "security check". I have no criminal record and these emails implies that I have done something fraudulent. There is no live agent to speak to so I am sure my information is accurate and protected as a consumer/business owner. None of this makes any sense and I am beyond frustrated because I am doing all I know to reach someone with answers. Thank you for your attention to this urgent matter in advance.

  

  Business Response

  Date: 05/22/2023

  We are terribly sorry about this situation. Unfortunately, an error in the system that accidentally terminated a handful of contracts, including your Independent contractor agreement. We are immediately reinstating your ICA agreement and access to the Liveops platform, so you can resume services provided. Please accept our sincere apologies for this error.

• Initial Complaint

  Date:05/03/2023

  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.

  I am a previous agent whose contract expired, because I didn't see the renewal contract in my email. I reapplied December 1st and have been checking the Opportunities Dashboard everyday to get back on the Direct Response Team. This is the only program I can work for due to the flexible hours, as I homeschool 3 children at home. I am in need of work and have been waiting for over 5 months. I have reached out to support via text several times and I was advised at one point to open a ticket, which I have also done more than once. Previously, I was told that there were no classes available and to check the dashboard. But today, I was told by *********************** that there is a recertification class happening this week and I missed the sign-up. How is this possible? I have reached out constantly AND checked the opportunity dashboard everyday and no Direct Response Opportunity was ever posted. I have also asked several times for a member of management to give me a call and that request hasn't been filled. The Direct Response opportunity is still being advertised online for new agents to take advantage of, but I have been waiting for over 5 months. This is not fair and neither is it right. Here's the link: ********************************************************************. There must be someone available to assist me in getting back on Direct Response. But, it appears that LiveOps is only out to make money off of the background check fees instead of actively assisting agents to start working. I am disappointed that I was not advised of the open class after I have spoken to several people on different occasions since December 1st. This is not the kind of support or help that I expected to receive from LiveOps - a company that I love and have worked for many, many years (under different agent numbers). I have never experienced such poor service and non-************, ever.

  

  Business Response

  Date: 06/29/2023

  Very sorry for the delay the response to this individual is below:

   

  We are terribly sorry for this experience. Currently we do not have any Direct Response agent needs. Please continue to check the opportunities dashboard for updates.