Complaints

This profile includes complaints for Liveops's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liveops

  1365 N Scottsdale Rd Ste 390 Scottsdale, AZ 85257-3407

  
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  Liveops

  1005 La Posada Dr Austin, TX 78752-3815

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:03/24/2025

  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.

  I have been contracting with LiveOps for the past couple of years (without servicing a client). I was finally enrolled for certification and started it about a week ago. I logged in this morning (from my computer that is hardwired to my cable internet at MY HOME), and did some of my self-paced homework then went to my class as usual. In the middle of my class I was kicked out by the instructors and was advised that I have been removed from Liveops.. Just like that.. I reached out three times in a row because I did not receive anything about the reason behind the termination. Two out of 3 cases have been answered with the same verbiage. I have been advised that I breached the contract ( Section 3.d) with NO DETAILS as to what caused that breach.. I have been HOME (which my service location) and they kept saying the same thing over and over again.. I asked for a second review on that as this does noy sound right at all, and all what I got is "copy-paste of what was included in the replies and ignorance". I believe that I have a right to know the exact detailed reason on why you decided all of a sudden to remove me from the platform when I am sitting in front of my computer AT MY SERVICE LOCATION, attending my training class.. The instructors did not even bother to say a word to me about it either. I was just kicked out to a breakout room then out of the class after one of them told me about the removal without any explanation( even I am confident that he did know what it was about). This is a 100% unfair decision and if I need to, I can prove it that whatever your what so called "system", detected was wrong about my location. I asked for reconsideration for that decision in my emails as I strongly believe it wasn't accurate and they ignore that part.

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out regarding the termination of your Liveops contract. In reviewing your contract termination, your contract has been terminated due to a material breach of contract. A material breach of the Independent Contractor Agreement (ICA) results in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops. The specific breach is:
  - Participating in any ************** which could be deemed fraudulent, illegal or grossly negligent. Your agent account has been identified as having the information associated with one or more fraudulent accounts.
  
  The ********************** compliance team has re-reviewed your agent account and confirmed the reason for the contract termination. Due to your business being identified as having information associated with multiple fraudulent accounts, your business is ineligible to contract with Liveops in the future. All the best to you in your future endeavors.

• Initial Complaint

  Date:01/12/2025

  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.

  I'm posting this complaint, because I believe Liveops does not uphold one of the values they preach to there agents to uphold "Empathy".On 1/10/2024 I was removed from a certification program due to being late to class. Now I understand I was Late but there was extenuating circumstances we unfortunately had a tragedy in the family and by the time I had a moment to figure out what was going on it was to late. I tried to reach out to support through text and email and I sat in zoom meeting waiting until they messaged me to reach out to support and there was no talking or chance to appeal, it's just you did this your removed better luck next time. It did not matter I had all my work done or the fact its still the beginning of the program and I really wouldn't of have missed anything. Now, really what lead me to post this is not only do I feel that was not very Empathetic But, I tried to get on a program back in 2023 and I was removed because I didn't finish an assignment, but it was first time dealing with liveops and I was doing what the instructor told me to do. And she gave the class misinformation so I thought I finish everything I had to do and the next morning I go to log on and see I've been removed and yet again I reach out to support and they just say you've been removed for this reason check your ***************** do you teach one thing but do another, I hope they eventually change this policy and look at the individuals circumstances and not just have a blanket resolution. Because would have liked to be apart of Liveops.

  

  Business Response

  Date: 01/28/2025

  Thank you for your message. We extend our deepest condolences for your recent loss and apologize for any additional stress our response to your MyLiveops case ********* Liveops, we value empathy and understanding, and regret that your experience did not reflect this. Your feedback is invaluable, and we are committed to improvement.
  
  After reviewing your agent account, your removal from this client certification was not due to being late to a session,but instead due to Incomplete Requirements; specifically client-required course(s).You received an email about this (these) incomplete course(s) on 1/9/2025,detailing the requirement to complete the course(s) by 12:00 PM ET on 1/10/2025. All agents in this certification class were given an extra 2 business days to complete this (these) course(s) and those that did not complete by 1/12/2025 were removed from certification, per client request.
  
  You are welcome to apply to this or any other opportunity available. This same client opportunity is currently available and accepting applications. Each available opportunity has a limited number of spots available and has a set of unique qualifiers. While we do our best to accommodate everyone, your application will not guarantee selection. 

• Initial Complaint

  Date:01/10/2025

  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.

  LiveOps is a business that employes remote jobs for clients to aid with working for other business. However, LiveOps is accepting independant contractors into the programs to help train them for the client they would be working for but dismissing the independant contractors from the training programs under false information. LiveOps have removed potential independant contractors from the programs saying they have not completed training work assigned to them on certain days. LiveOps have also dismissed potential independant contractors from training for the program for not having all their credentials when in fact the credentials must come from the LiveOps clients which implies it is not the fault of the independant contractors. Depending on how many times a potential independent contractor is dismissed or removed from a program it affects the independent contractor from applying to other clients. It is seen as potential workplace bullying and workplace fraud. The independent contractor must complete training first to get paid. Most people must work for a living but can't if this happens. Secondly, LiveOps had a client that resigned from the company which left a lot of independent contractors out of work. LiveOps made the notion that the independent contractors would get replacement for employment but never did. However, most of the independent contractors were left with nothing for employment and they were not placed with another client to make up for the loss of the other income from the previous client.Recently, a lot of independent contractors were removed from a client abruptly with no warning claiming to have been seasonal employment, however that is not the training information that was given to the independent contractors. The independent contractors were again left without employment and income due to no fault of their own. The LiveOps company is considered disorganized, aloof, unfair, and potentially scamming idependendant contractors.

  

  Business Response

  Date: 01/28/2025

  Thank you for your message. After reviewing your agent account, your removal from this client program was due to Peak Ending. After each peak season, this client evaluates call volume and agent needs and determines which agents will move forward on the program based on commit and performance adherence. Your business honored 25 or fewer commits during the month of December, with a client commit requirement of 30 commits per week, which prompted removal from the program.
  
  You are welcome to apply to any other opportunity available. The application review process is unique to each client, but there are several things that are considered to include past compliance events, previous certification history,and responses to application questions. Each available opportunity has a limited number of spots available and has a set of unique qualifiers. While we do our best to accommodate everyone, your application will not guarantee selection. We consider everything from length of contract to if you have other programs you are already supporting to performance data when making selections.We do our best to select the best agents possible based on our clients'criteria.

• Initial Complaint

  Date:11/14/2024

  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.

  I worked as an independent contractor for LiveOps going on 2 years. I serviced Abbvie From January to August. I was very pleased with this program up until I went on a vacation. We were told to let our district leaders know if we were to do so so that way it would not count against us. When I came back I was paused for a call that was audited but had to be reviewed. I was paused for about three days with scheduled commits that could not be completed. I had a review with the district leader and I was told everything would be ok and could make up the commit count since there is a minimum of commits that have to be fulfilled every month. I was short due to the pause. After the meeting I attempted to fulfill the commits I had scheduled for but was not able to because I had been removed from the program.

  

  Business Response

  Date: 12/04/2024

  Thank you for your message. After reviewing your agent account, your removal from this client program was due to not meeting client performance expectations over a period of time, not specific to the time you were on vacation. The clients ** expectation is 95% and while you exceeded that expectation in June, you did not meet the expectation in ****** **** or July. In addition, from January-August, the honored commit requirement of 100 per month was only met in the month of March. 
  
  Upon further review, you received notifications that your business was falling short of client expectations and met with a support team member in an open office on 6/3/24. During that meeting, it was explained that quality and honored commit expectations would need to improve in order to continue supporting the client.Additional sessions on 6/7, 7/19, and 8/5 were offered, but not attended.
  
  The client is not offering reinstatement since removal from the program was due to not meeting client expectations. You are welcome to apply to any other opportunity available. 

• Initial Complaint

  Date:10/28/2024

  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.

  Last year around this time I was completely banned from the platform due to a technical issue with my credentials on their side. I received an email a few days later accusing me of being involved in fraudulent activity and was told that I could never work as a agent again. I was floored because I NEVER even worked a single day for them yet they decided to accuse me of something I had never done rather than look into the real issue. I did received an apology and was told that a third party performed the screening that I failed and that they would look into the issue If I reached out to them. I was so upset about the situation that I decided to move on. Fast forward a year later I reached out to their support team explaining that situation and even providing screenshots of their apology. Their support specialist ****** handled my ticket and did an AWFUL job at doing so. ZERO communication explaining how the process would go. Then after about a week I received this message: Hi A*****Thank you for your patience while I assisted you in the resolution of your support case. We appreciate the collaboration! You can view the complete details of your case by clicking here.The quality of support you receive is very important to us. If you have just 30 seconds to spare, wed love to know how we did with your case.Share Your Feedback Thanks,****** The Liveops Support Team.I NEVER saw that results of the case because whenever I went to the case portion of their website it showed zero. ****** did absolutely NOTHING but send me some auto generated response to my problem. She did NOT communicate with me nor explain to me what was done. This is the second time I've paid for a background to work for these people only to have this happen at no fault of my own, Then for them to lie, apologize and say they would fix the problem then receive this vague email that explains absolutely nothing boils my blood. I would NEVER recommend this company.

  

  Business Response

  Date: 11/18/2024

  Thank you for your message. I see this is a duplicate BBB complaint that was originally filed in August of ******* that time, we communicated that we would be happy to conduct a manual document verification and if that passed, your agent account would be reinstated. Instructions were provided on how to move forward on that manual verification check. In reviewing your account this year with the Talent Acquisition team, they have reopened your application and communicated with you about next steps for the manual verification process. Note that there is no guarantee that your application will be approved, but the offer of a manual verification has been extended. All the best as you continue the Liveops application process. 

  Customer Answer

  Date: 11/22/2024

  
  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,
  
  Antajsha Small
  
   
  

• Initial Complaint

  Date:10/20/2024

  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.

  Liveops terminated my contract for profanity. I contacted customer service implying thst they must have made a mistake. They said that a message was left on a customer voicemail about "dog food " and "a husband " and I have neither. I asked them to please send the recording and they refused stating that assurance was no longer a client in their organization. I never used profanity and my contract was wrongfully terminated. I was also working for ****. I have had no resolution and it has left me in turmoil for a couple of months now. A few days prior to the termination an ARA called me and asked if I could log in and work but I was busy that day. It is an independent contractor job not a 9-5. After that i was terminated for no reason over transcripts that they probably heard on the customer's end. All I asked is for the recording or reinstate my contract.

  

  Business Response

  Date: 10/30/2024

  Thank you for your message. After reviewing your agent account, your ********************** contract was terminated on 4/29/24 due to a material breach of the Liveops Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops; specifically concerning the use of profanity. Per Section 2(c) of the Liveops Independent Contractor Agreement (***) the agent signed, In case of material breach of this Agreement by either party, the other party shall have the right to terminate the Agreement immediately. The following constitutes a material breach of the Independent Contractor Agreement (***) resulting in the immediate termination of this Agreement as well as any other contractor agreement which Contractor may have in place with Liveops: Using profanity.
  
  The decision to terminate your Independent Contractor Agreement (***) was reached after a comprehensive review of the call in question by the client support and Compliance teams. The use of profanity was heard after the customers answering machine turned on, resulting in profanity being recorded on their answering machine. The review of this call was done in strict adherence with our Compliance standards,specifically concerning the confirmation of the use of profanity. Numerous call reviews were completed prior to the determination of the material breach of the *** resulting in the contract termination.
  
  The client you were providing services for when this breach was identified is no longer in business, which limits our ability to access or playback this call recording. Due to this breach of contract after comprehensive call reviews by multiple quality and compliance teams, your contract termination will stand, and you are ineligible to contract with or provide services with Liveops in the future. All the best to you in your future endeavors.

  Customer Answer

  Date: 11/06/2024

  I am rejecting the response because the company still failed to supply me with a recording after numerous requests. The same day that the termination occured I asked for the recording to ensure that someone made a mistake and wrongfully terminated my contract could project ***** dollars a hour combining my contracts. I have not been informed about any other material breach except for profanity that i was accused of. I want the recordings to hear  something I'm being accused of that i said I never did or I want retribution for wrongful termination of my contract for all of the money I've missed and all of the money I've spent already for the establishment of those contracts.   These were suppose to be concurrent contract, nothing was temporary. 
  

  
  

  

  Business Response

  Date: 12/04/2024

  Thank you for your reply message. We apologize for the delay in responding, as we wanted to thoroughly research the records made on your agent account regarding this issue, once again. After a comprehensive re-review of records by the client support, Compliance,and Legal teams, Liveops records confirm that a material breach of contract occurred, resulting in the termination of your Independent Contractor Agreement (ICA). The termination of your contract with Liveops stands. 

  Customer Answer

  Date: 12/07/2024

  I am getting a response for material breach now and I was told that my termination was for profanity.  The business has continuously fail to provide me with the evidence of the material breach.  I need a recording-the reason we are starting this litigation at the BBB and further if that evidence of material breach is not provided. I have and continue to disagree with the termination because it is in invalid and untruthful.  

• Initial Complaint

  Date:08/28/2024

  Type:Order 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.

  Date 8/28/2024 regarding 8/26/24 *** certification class:All my elearnings were completed....except slack we had not gone over slack yet, and like I said mines was locked until this afternoon so I figured we were doing slack as a class.We were advised not to complete modules on our own, although I did complete the ones I had access to prior to class beginning on 8/26. If someone reviews the recording they will see that nothing was said about completing the slack module and that we will go over slack together in class.I wrote the support team and was denied access to the Certification Class. There's no phone number to speak with anyone, and the back and forth emails has not solved my concerns. There's no option to appeal a decision when technical issues has occurred due to content error. I was put out of the class due to technical difficulties.

  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out regarding your removal from a Liveops certification. Each certification has client requirements regarding live virtual learning session attendance, eLearning deadlines, and other checkpoints. If these are not completed by the time set in the clients requirements, agents will be removed from the certification due to incomplete certification requirements.
  
  In reviewing your certification removal, you were removed for this reason; incomplete certification requirements. The certification requirements and deadlines were sent in your initial Welcome email, in subsequent eLearning reminder emails,as well as discussed in the live virtual learning sessions. I can confirm that you have been reinstated into the certification that you were removed from,with the expectation that all eLearnings and other checkpoints are completed by the deadlines set by the client. 

  Customer Answer

  Date: 08/30/2024

  
  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. Thank you for resolving my issues and for reinstating me into the *** Certification Class. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/18/2024

  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.

  I received notification of contract termination for Failure to maintain a secure work environment (e.g., sharing, misusing, or failing to prevent others, access to caller information, including a *********** (Personal Health Information) regarding any past, present or future physical or mental health conditions of a caller, or a callers other personal information such as his or her name, phone number, address, or credit card information), including, without limitation, a breach of the Information Privacy and Data Security Addendum, attached and incorporated herein by reference. Asking customer to download a non-client approved application.This is not true. No one has spoken with me directly or given me any specific information. I have not received compensation for my contract, and would like to be reinstated.

  

  Business Response

  Date: 07/22/2024

  Thank you for your message. After reviewing your Liveops agent account, I can confirm that your agent account was placed under review on 7/8/24 due to a security failure. An email was sent to the email on file with Liveops with instructions on next steps to reactivate your account, with a ***** deadline. Your Liveops contract was terminated on 7/17/24 as the next steps to reactivate your account were not completed. I see that you have submitted a support request through our Liveops support platform. Please look for a reply by email to your support case by end-of-day today, 7/22/24, with a copy of the reactivation steps that were sent on 7/8/24. Please complete these steps by Friday, 7/26/24 for your Liveops contract to be reactivated.

  Customer Answer

  Date: 07/23/2024

  I scheduled a meeting with an ARA yesterday and no one responded. The system at Liveops will not allow me to create an LSC or help ticket. The Independent Agent Security Awareness Course is not available in Litmos.

   

  

  Business Response

  Date: 07/23/2024

  Thank you for your reply message. After reviewing your Liveops agent account, I see that you were able to locate and complete the security course on 7/23/24. I can also confirm that you scheduled an individual session for 10pm ET on 7/22/24 and another for 3:00pm ET on 7/23/24, but while support staff was available in those sessions, you were not in attendance. I see another session scheduled for 5:30 ET on 7/23/24. The login information for these individual Bookings sessions were sent to your email address on file with Liveops. Once you meet with a support staff member in an individual session, your Liveops contract will be reactivated.

• Initial Complaint

  Date:06/24/2024

  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.

  Client misused personal employment information and documents for false pretense

  

  Business Response

  Date: 07/02/2024

  Thank you for your applying to be an independent contractor with Liveops! In reviewing your application, it appears that your identity verification did not pass due an issue during the ** document verification section. This can sometimes happen if the ** document is of low quality,blurry, dark, or has a glare. Feel free to reapply to be an independent at ********************************************* you get to the identity verification section of the application, be sure that you are in a well-lighted space and are able to provide a clear ** document. 

• Initial Complaint

  Date:03/18/2024

  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.

  Liveops Deactivated me as a contractor agent without just cause. When I attempted to gain understanding, relevance and explanation I was simply locked out. I was a great performing agent, for several years. The company has often employed moderators that were lacking in integrity. I have maintained contractor relationships ( business to business) with other vendors for over 20years. I did not file within the first year, because when I initially spoke to someone at Liveops( prior to them unjustly locking down my account,) They told me I was not allowed to since it was due to employment. I have since spoken to other friends, and people who experienced similar circumstances and found out I should have filed. Requesting my account back in good standing, with the ability to contract with the company despite some of their " shady" practices related to sales and marketing.

  

  Business Response

  Date: 03/21/2024

  Thank you for reaching out regarding a previous contract you had with Liveops. In our search for your past agent account, we looked back 7 years and were unable to find an independent contractor matching your name, email address, address, or phone number. If you are interested in contracting again with Liveops as an independent agent,please visit ****************************************.