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:10/27/2022

  Type:Sales and Advertising 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.

  LIvsmart Automation is an authorized ADT Dealer #********. There are multiple issues that have occurred since the sale of the alarm system earlier this year, May 2022. In reverse order:********************* ************ is the boss of my sales person ********************* *************). I reached out to **** in September after I received toxic emails from *********************. I explained to **** my concerns and he promised me a text the following day (Tuesday) and a call that Friday. It never happened. After numerous unanswered calls with voice mails left and texts he responded October 6th and promised someone would get in touch with me immediately. I text him on October 7th and 15th and received another promise for action, with no results. I reached out to **** as my sales person although willing to help is unprofessional and certainly not someone I could feel safe working with as she has sent me toxic emails. Although she apologized for the emails, I do not feel safe as she has been driving (without an invitation) by my house, stopping and scoping my home in a gated community, unannounced. She details the apology and drive byes in her emails that I have attached.My concerns: In early October my smoke alarm went off as a result of some smoke while cooking on my stove. The fire detectors went off and was then that I learned that my fire detectors were not connected to the fire department, theft alarm is. I called ADT emergency line and waited 15 minutes to talk with someone. I spend my time spilt between two states, so had there been an actual fire I would have no home in *********. In a phone call with ****, he said "waiting 15 minutes on the emergency line is totally unacceptable", yet he has not gotten back regarding this critical issue.Additionally:I have a glass break that was recommended for my daughters casita that I paid for that I cannot find My door bell camera is constantly off line I had a light bulb installed that I should be able to operate remotely, that does not work

  

  Business Response

  Date: 10/31/2022

  This customer signed up with us for ADT monitoring on 5/5/22.  Per our contract with ADT as an exclusive dealer we are responsible for any services for the first 90 days, outside of the first 90 days we cannot service an account without permission from ADT. This customer did receive 2 calls from our customer services reps on October 7, 2022, and we never received a return call from him. These calls do reflect the same date that appear on the text messages ****************** attached to his complaint.

  Since receiving this BBB complaint, we did get permission from ADT to review his account to help this customer with his system. However, when our regional technician manager reached out to ******************, ****************** refused any help from us through a text message. It was discovered that the 2 devices he is having concerns with *** have a very easy remedy he can do himself.  I have attached the contract which ***************** signed, and any further communications will need to be addressed with ADT Corp.    We have attempted to fix his issues, by going above and beyond our agreement with ADT.  This complaint now lies with ****************** and ADT.    Lastly, we cannot control on wait times he *** experience with ADT LLC. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18319418
  
  I am rejecting this response because:

  If for no other reason, a 15 minute wait time with the *** emergency line (**** the regional manager from *** even stated and concurred with me that this as unacceptable, the one time he called me back), which *** takes no responsibility for in their response, puts my family and home in grave danger. This is not a service level that is acceptable when it comes to alarm servicing. If my home is on fire or if a criminal enters my home, I would likely lose everything. *** charging me monthly for the next 3 years for a service that doesn't work is a death sentience for my family and I. This is not contractually what I signed up for.

  As I have experienced from the start, LIVSMART is passing all the responsibility onto anyone but themselves. This reinforces my concerns that my family and home are not safe but actually in greater level of danger by the contractual agreement they want to enforce. 

  Again, I request my contract be terminated and my money refunded. With the refund I can find a reputable alarm company to protect my family and home. 

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

  

  Business Response

  Date: 11/04/2022

  Customer's Concern: In early October my smoke alarm went off as a result of some smoke while cooking on my stove. The fire detectors went off and was then that I learned that my fire detectors were not connected to the fire department, theft alarm is. I called ADT emergency line and waited 15 minutes to talk with someone

  Answer: I can appreciate not wanting to wait on a call to get through to ADT LLC, but once again we have no control over the wait times for ADT. However, the customer's complaint is focused around the smoke and heat devices in their home and them going off without a response from ADT monitoring department.  it is very important to understand the customer's contract (see attached document) upon of review of the account, ADT's Smoke and Heats are NOT apart of their monitored system. They were NOT purchased.  The smoke/heat devices in their home are not from our contract, (they may be from the builder, put in themselves or maybe added by the previous owner of the home) therefore, they are not being monitored.  Therefore, the customer would never receive a call from ADT.  If the customer wants to get ADT's amazing smoke and heat devices they will need to call ADT directly to purchase them in order to receive Fire Protection monitoring. 

  Customer Concern: I have a glass break that was recommended for my daughters casita that I paid for that I cannot find. My door bell camera is constantly off line I had a light bulb installed that I should be able to operate remotely,

  As I stated in my first response. Our Tech Manager did reach out this customer to advise them of what we found regarding to his concerns, but the customer told us he was not interested in our help. 

  1. This customer DID NOT purchase ADT's Smoke and Heats.  Secondly, we were ABLE TO CONFIRM there is an ACTIVE GLASS_BREAK in the home notated for the "guest room". Thirdly, the doorbell and light and not getting power. This could be from a home breaker being tripped and it just needs to be reset. Plus, his video doorbell is not getting power as well, which maybe a breaker as well, or the transform in his garage is not working which we DO NOT SERVICE because it is not part of our system.  The customer would need to call an electrician, his builder etc. to come look at it. 

  However, we are more than willing to help this customer. He just needs to be willing to take a call from our Tech Manager. We have NOT abdicated our responsibility for his system. We are in contract with ADT and our agreement does not allow us to service any systems outside of the first 90 days without permission. Since the customer refused to let us help and if they want help again, I will need to get permission from ADT which I am more than happy to do. I believe ****************** has the Tech Manager's number. He can text him for help, but I will need to get permission from ADT if we need to go to his home for a service.  

• Initial Complaint

  Date:09/26/2022

  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.

  Live Smart promises amazing customer service and prompt responsiveness while selling you their service, but then just transfers your account to ADT after 90 days where you receive the worst customer service. You have to to wait 2+ hours to get through to anyone in the phone there, and then they charge you to fix problems with the installation from Live Smart. Live Smart will also tell you they need to come inspect your alarm after installation, but will really just come in your house and try to sell you solar panels.This is a bait and switch and they are lying to their customers during the sales process.

  

  Business Response

  Date: 10/11/2022

  *************************** signed up with Live Smart on 04/08/2021 for contracted monitoring through ADT. As an ADT Authorized Dealer, we are under contract with ADT. This contract only allows us to service our customers for the first 90 days, then all services are done by ADT.  I am so sorry for the long wait times with ADT, we have no control over the wait times. If you are still experiencing issues, I am more than happy to ask  ADT for an approval to service your account. There is a fee to role a truck, but all equipment is under warranty and will be taken care of it approval is given to us by ADT. 
  The comment with regards to a "bate and switch" is incorrect and a false statement made against the company. We did not switch anything that was on the contract.  You received everything on the contract that was agreed upon and no money was exchanged for the equipment placed in the home.  The consumer's obligation is to pay the monthly monitoring.  As a company we do follow-*** on our alarm installations to make sure the system is functioning properly and correct anything that isn't working properly and we do offer an energy audit at "no obligations" to our customers. 

• Initial Complaint

  Date:09/01/2022

  Type:Billing 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.

  LivSmart Solar company put solar panels on my house and did something to me electrical box (where the solar power was supposed to be turned on) then weeks have gone by with no contact. I got ahold of the only person I had a number for, but he told me he doesn't work for the company any more. I have called the company and tried to email, and it seems like they went out of business all of a sudden.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Putting Solar Panels on a house is process and it does not get completed in 1 day. Mr. ******** main panel needed to be upgraded to support the solar system. We are governed by the Power Company (NV Energy) and City Regulations on when these items can be completed. We have NOT gone out of business and are managing Mr. ******** account per governed policies. We will reach out to Mr. ******, but our company's phone number is on the contract he signed. Here is our office number. ************. It will be a few more weeks before NV Energy allows us to turn the system on.