ComplaintsforLive Smart Automation

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The date of the transaction was 8/2/2023. As we understand based on the sales person explanation that solar will be paid in 25 years and that we pay only $101.57 monthly and if we decided to sell the house that it will be transferred only to the new owner. Before we signed contract we told them we need covers or critter guards for the solar and the sales person, *********************** said definitely there will be covers since we saw a lot of pigeons in the area. I told him that our neighbor in ********** had the same problem and we saw how much he paid just to clean his roof because of not having critter guards. Since it was installed we have been calling and emailing them about it and they keep on saying that the person who sold us the solar is no longer employed by the company and it needs higher approval. It is almost more than six months and I have not heard anything from this company. Why are they taking advantage of us seniors. We work hard for our money. They already lied on us on the solar agreement. They did not told us that the solar is on lease that after ************************************************************* lease again. Since this is our first solar we got so excited and having hard time reading those docusign that are more 60 pages we did not see those things, They even told us that the critter guards are not on the contract that we have to pay $750. But I insisted and told my wife that it needs higher approval for it.

  Customer response

  05/19/2024

  I had the *** alarm system installed with them and they told me I will get rebate on my alarm system if I get the solar with them.  After the solar was installed it took a while to get the rebate from them.  I have to call them everyday and finally I got it but not for the full amount of the alarm installation.  I found out also that the amount that I have to pay them for the solar goes up every year and and after the 25th year (if we are still alive)   we will be paying them more than $44,000 and we will not own the solar and we need to renew the lease if we want want to.  the sales person did not clearly explained this and we were fooled to pay this amount to them of our hard earned money.  Docusign does not give the full view of the document and even ask them if I can have a paper copy of the contract so I can read them.  But they said they can't provide it and have to be in the form of docusign.  We tried to telll the people after we sign it that we want to cancel but they said it is more than 5 days and we have to pay the penalty.  We gave up since we are so stressed why we were fooled to sign this contract that is so expensive and you don't own it.  I hope somebody can help us in this situation.  Thank you..

  Business response

  05/22/2024

  C. The date of the transaction was 8/2/2023. 
  
  A. Customer signed 8/10/23 
  Sunnova docs: [Approximate Start Date: 60 days from the date the Agreement is signed or October 30, 2023. Approximate Completion Date: One year from Start Date or October 29, 2024]
  
  C. As we understand based on the sales person explanation that solar will be paid in 25 years and that we pay only $101.57 monthly
  
  A. The Sunnova contract shows a Lease at $107.57/mo
  
  C. and if we decided to sell the house that it will be transferred only to the new owner. 
  
  A. This is true.  Sunnova allows a transfer if buyer is eligible [If you sell your house, you may transfer the agreement and warranties to the new homeowner provided that the new homeowner meets Sunnovas credit requirements. (Sec. 12) sunnova agreement page 1]
  
  C. Before we signed contract we told them we need covers or critter guards for the solar and the sales person, *********************** said definitely there will be covers since we saw a lot of pigeons in the area. I told him that our neighbor in ********** had the same problem and we saw how much he paid just to clean his roof because of not having critter guards. 
  
  A. No critter guard is in the paperwork or contract..
  
  
  C. Customer isn't happy and said she never received the $2000 check from Nov 8.

  A. I have attached the cashed check, plus the paper signed when check was picked up from our off. Plus, the front page of the customer's contract that shows in the right had corner the Solar panels were with a lease agreement.
  
  C. Since it was installed we have been calling and emailing them about it and they keep on saying that the person who sold us the solar is no longer employed by the company and it needs higher approval. 
  
  A. This is true, however we have no documentation to back up the claims.  **** is no longer with us. 
  
  C. It is almost more than six months and I have not heard anything from this company.
  
  A. Weve made several attempts to communicate with the customer.  A check was signed for and given to customer directly.  We do not have record of critter guard on the agreement
  
  C. Why are they taking advantage of us seniors. We work hard for our money. They already lied on us on the solar agreement. They did not told us that the solar is on lease that after ************************************************************* lease again. 
  
  A. Clearly stated on the first page of Sunnovas agreement in plain English easily readable: [ If you choose not to renew the agreement at the end of
  your 25.00-year term, Sunnova will remove the system at no cost to you. Conditions apply. (Sec. 17) ] Plus, I have attached the front page of their contract which shows the panels are leased.
  
  
  C. Since this is our first solar we got so excited and having hard time reading those docusign that are more 60 pages we did not see those things, They even told us that the critter guards are not on the contract that we have to pay $750. But I insisted and told my wife that it needs higher approval for it.
  
  A. The agreement is 38 pages in standard font, easily readable, each page initialed by the customer.
  
  A. Timelines:
       8/10/23 signed
       8/25/23 engineering done
       8/25/23 permit submitted
       10/27/23 permit approved
       10/31/23 install completed
       11/26/23 AHJ inspection completed
       12/14/23 NEM completed
       12/31/23 PTO 
  
  A. 4 months from sold to PTO.  Two major delays were due to customer not being responsive.  30 day delay for AHJ and NVE inspections because customer was non responsive. Inspection failed 11/13, contacted customer after             corrections to rescheduled inspection, no response for 16 days.  
  
  A. It is literally impossible to lie to a customer regarding the lease.  They have to review and sign each page of the Sunnova lease agreement.  The first page outlines in details

  Customer response

  06/07/2024

  Sorry for the late response.  I had surgery on both eyes and can't do computer that much.  Here are some of the documentations that I had copied.  It took them more than 2 months to send me rebate which is not the full amount that I paid for the *** alarm.  There are listing also of the agreement that Sunnova sent me that shows the monthly payment change every year which the sales person never explained. There's an email document also about the critter guard.  I have been talking to *************************** but the issue was never completed until I talked to *************************** about it and said waiting for the approval on the check but will call me back.  She did and said the check is coming but when I [picked it is not for the full amount that I paid for *** Alarm system.  See copy.  *************************** mentioned also that whatever the sales person promised us will be honored but needs the approval from higher *** and this has been going since last year and until now no email or call from the company.

  Business response

  06/14/2024

   

  I have attached the part of the contract that shows the customer's initials where they acknowledge the solar would increase, but no more than 2.50% per year.  

   

  The customer's ADT monthly monitoring contract total was $1907.64 (36 x $52.99) and they already received the check of $2000.00 to pay this off in full with some money left over.   The ADT contract page Mr. and *********************** sent in is the equipment they purchased for $2446.  The equipment was covered through their solar loan.

  Customer response

  06/25/2024

   
  Complaint: 21705567
  
  I am rejecting this response because:
  It does not resolve the issue on the critter guard which I am fighting for that they need to address.  What was promised should be delivered accordinglly.  The pigeons are nesting on my roof without critter guards and making a mess on my roof that might cause a problem with the solar panels. 
  Sincerely,
  
  ****** & ***********************************

  Business response

  07/24/2024

  We have spoken to the customer and let her know we will split the cost of the pigeon guard with her which was quoted at a $1,000.00.  The customer said it was quoted earlier for $750.  The customer denied the original offer and pricing has risen due to inflation.

  Unfortunately, the pigeon guard was not on the contract and the representative is no longer with the company which they know.  We are accommodating their request by covering half the cost... The customer is to pay $500 and the company will pay $500. 

   

  Customer response

  07/29/2024

   
  Complaint: 21705567
  
  I am rejecting this response because *************************** who called me last week ask me if I have a letter from the sales agent regarding the critter guard.  I told her you said the employee was no longer employed by the company how can I ask him.  I told **** I got an email from ***************************, Offc Manager Livsmart on March 12th who told me that the request is still under review and she will informed me and update me.  When we spoke on the phone she said as a company they have to honor what their sales guy promised but they higher *** need to approve it. As of this date I have not received it and then this *************************** told me that it was not approved.  Why was I not informed in writing nor a phone call from *************************. They keep on lying to me and why should I pay half.  They have to honor what the  sales man  told me before we signed the contract since that my first question to him since there were pigeons in our area.  Now they are nesting under the solars and making lots of noice and poohs asl over..  Why do they keep taking advantage of seniors like us?.  We are paying a lot of money on the solar and still they want us to pay half of the critter guard to settle this complaint. That is ridiculous. I don't think that is fair to us.  They fooled us already and they still want me to pay half. 
  

  Sincerely,
  
  ****** & ***********************************

  Business response

  07/31/2024

  Complaint: 21705567
  
  I am rejecting this response because *************************** who called me last week ask me if I have a letter from the sales agent regarding the critter guard.  I told her you said the employee was no longer employed by the company how can I ask him. 

  Answer:. It is very common that a former employee will not respond to a previous employer to answer questions we have.  This is the case with this former employee.

   

  I told **** I got an email from ***************************, Offc Manager Livsmart on March 12th who told me that the request is still under review and she will informed me and update me. 

  Answer: This request was under review. We are obligated to terms of the contract. Critter guards were not on the agreement. However,  we have offered to pay for half of the cost for the critter guards and to get them installed.

   

  When we spoke on the phone she said as a company they have to honor what their sales guy promised but they higher *** need to approve it.

  Answer:  We are obligated to the terms of the agreement. There is no evidence that "critter guards" were apart of this agreement. Critter guards are not found anywhere on the contract.

   

  As of this date I have not received it and then this *************************** told me that it was not approved.  Why was I not informed in writing nor a phone call from *************************.

  Answer: **** and ***** work in the same department. They work as a team.  ****'s call was responding to the conversation the customer had with *****.

   

  They keep on lying to me and why should I pay half.  They have to honor what the  sales man  told me before we signed the contract since that my first question to him since there were pigeons in our area. 

  Answer: We have honored  the customer's contract. However, we have offered to cover half the cost for the "Critter Guards" .

   

  Now they are nesting under the solars and making lots of noice and poohs asl over.. 

  Answer:  If the customer agrees to share the cost. We are willing to create an urgent service ticket to get critters guards installed quickly.

   

  Why do they keep taking advantage of seniors like us?. 

  Answer: We do not take advantage of any of our customers. We have contracts to avoid such outlandish claims.

   

  We are paying a lot of money on the solar and still they want us to pay half of the critter guard to settle this complaint. That is ridiculous. I don't think that is fair to us.  They fooled us already and they still want me to pay half.

  Answer: *********** has fulfilled their obligations. We understand that critter guards are important to this customer and are willing to split the cost for them.  If the customer chooses to go this route, We will make a special request to get these ordered and installed on their home asap.

   

  Customer response

  07/31/2024

  I just don't understand why 2 of my contacts in that company that's working on my case is no longer employed with your company. ***********************, Sales Person and ***************************, Office Manager. That means everything that we discussed and what they are working on is no longer valid. I just don't understand.

  Customer response

  08/08/2024

  When I spoke to *************************** she mentioned that the management is still reviewing my request to approve critter guard since it was promised by your sales agent and when I spoke with *************************** she said it was not approved by management.  I need a copy of that letter stating that it was not approved by Management and I will decide what will be my answer to you. I am getting different answers and ***** was the only one who helped me and you are saying she's no longer with the company. If it was not approve how come nobody called me or even send me a letter stating that it was not approved by management.  As a company you should honor what your sales people are telling the consumer since your were the one who trained them. I am getting too frustrated with these issues.

  Customer response

  08/09/2024

   
  Complaint: 21705567
  
  I am rejecting this response because:
  

   

  When I spoke to *************************** she mentioned that the management is still reviewing my request to approve critter guard since it was promised by your sales agent and when I spoke with *************************** she said it was not approved by management.  I need a copy of that letter stating that it was not approved by Management and I will decide what will be my answer to you. I am getting different answers and ***** was the only one who helped me and you are saying she's no longer with the company. If it was not approve how come nobody called me or even send me a letter stating that it was not approved by management.  As a company you should honor what your sales people are telling the consumer since your were the one who trained them. I am getting too frustrated with these issues.

  
  Sincerely,
  
  ****** & ***********************************

  Business response

  08/13/2024

  ****, *** and ******* are approved by management to speak on behalf of the company when directed by the company leadership. ***********, *** and ******* all work in the same department and handling customer services issue  We have offered to split the cost of the critter guards and to get them installed immediately. Critter/Pigeon guards were not documented on the contract. The sale rep is no longer with the company to confirm what he stated.

  Customer response

  08/14/2024

  They have not anwer me whether the upper management disapproved it.  I have not a receive a copy of the letter that it was disapproved.  why closed it if they have not answer my last email.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with them in July for solar panels and a 240v outlet to be installed. I paid them $27000 after the panels were installed in late July. I received permission to operate and the system was defective. It took another 7 weeks for them to fix the installed system. I've missed multiple days of work waiting on them after coordinating for service and they no show. Along with the panels, they promised to install a 240v wall socket as well. This is not in the contract, but I do have multiple text messages relating to it. Timeline:July 11 Contract signed July ************************************** full Sep 23 Permission to operate.Sep 26 Informed them there was an issue, they asked me to download the app which took a few days to get running (they have to approve it on their end)Oct 3/5/10/16/17 - Called/texted about system not working.Nov 1/2 - Called/texted about system not working. Im told theyll have crew out there 10 Nov and they will install the 240v garage outlet then as well. Nov 9 ******** shows a day early with no call and they dont install the promised 240v outlet. The system starts working that day.They made appointments with me to come out on the 6 or 9 of October. I took off work to be there and no one showed. I was told on 10 Oct it was an inverter issue and I should have been called about it. The resolution Im looking for is the 240v outlet to be installed and reimbursement of my electricity ($310) from PTO until the system was operating. Additionally, I lost 8 hours of wages due to them no showing on multiple dates, so that is $560.

  Business response

  01/30/2024

  We need the customer to provide a current power bill, so we can evaluate their solar system to find out if it is working or not.  Please call our main office at ************ to get a power bill emailed to us asap.

  With regards to the 240V garage outlet, if it was not on the contract, which is was not and we cannot put in the outlet. I will see what I can do to resolve this for the customer due to texts that went back and forth. 

  Once I receive the power bill (which is a key component), I can better evaluate this customers issues and address his other requests.   Thank you!

  Customer response

  02/11/2024

   
  Complaint: 21041285
  
  I am rejecting this response because I have already called them at the same number months ago (last time 7 Nov) and they never called me back. I will send my electric bill if they provide a name and email address, otherwise I'm tired of them wasting my time. As far as the outlet is concerned, **** and ****** were the 2 sales people who shook my hand and told me it would be no problem to get it installed as part of the solar installation. Additionally, I raised the issue of it not being in the contract when I signed but was told to not worry about it as the contracts were standard and they assured me it would happen. 
  
  Sincerely,
  
  ***************************

  Business response

  02/12/2024

  Please send the most recent power bill to:

  ***************************

  **********************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Liv smart automation signed me up for solar panels 9/20/23. My *** requires an application to be completed anytime work is done on the exterior there is a Neighbor Impact Statement that my neighbors need to sign so they are aware of the installation the *** reviews and approves ************************* the general mgr and sales rep who signed me up told me they take care of all paperwork to *** in November *** rep *************************** said paperwork was never complete I received a violation. contacted *** he told me the paperwork had been complete and sent to ***. I ask for copies of application, emails indicating paperwork was sent. the application was never sent The neighbor impact statement had 2 of the 4 signatures required by ***. *** informed me 2 remaining signatures were needed. I reached out to livsmart and was informed they would obtain the remaining signatures. next day called livsmart to confirm and get a copy of the document. I was emailed a copy of the documentation and forwarded to the *** on 11/27/23 received a call from the *** manager ***************************, informing me all the signatures were forged. She said part of their process they contact the neighbors directly to confirm validity of the signatures and she was informed by the 4 neighbors they never signed any documents for livsmart on my behalf for solar panel installation. I immediately called ************************* left several voice messages finally received a call back told him what I was informed. told him forging signatures is a criminal offense. ************************* said he would come to my property to talk to the neighbors I asked he ring my bell so I could witness this interaction. of the 4 neighbors only one answered the door and he confirmed he was contacted by the *** regarding signing the neighbor impact statement which he confirmed he did not sign and was very upset that his signature had been forged. deceptive and unfair business practices and should not be tolerated and this company should be held accountable.

  Business response

  12/08/2023

  Please see our response in the attached letter.

  Customer response

  12/11/2023

  ACCORDING TO THE COMMUNITY *** GUIDLINES A NEIGHBOR IMPACT STATEMENT IS REQUIRED. THE *** IS NOT DENIYING INSTALLATION OF THE ***** PANELS THEY ARE HOWEVER INDICATING THE SIGNATURES OBTAINED WERE *****ULENT. ENTERING INTO THE ***** PANEL CONTRACT WAS NEVER THE ISSUE. THE ISSUE IS THE ***** COMMITED BY LIVSMART AUTOMATION. SINCE THEY HAVE RETAINED COUNCEL, I WILL CONSULT WITH COUNSEL AS WELL. THE VIOLATION FROM THE *** REMAINS ON MY RECORD AS A RESULT OF THE ACTIONS OF LIVSMART

  Customer response

  12/11/2023

   
  Complaint: 20945998
  
  I am rejecting this response because:
  

  ACCORDING TO THE COMMUNITY *** GUIDLINES A NEIGHBOR IMPACT STATEMENT IS REQUIRED. THE *** IS NOT DENIYING INSTALLATION OF THE ***** PANELS THEY ARE HOWEVER INDICATING THE SIGNATURES OBTAINED WERE *****ULENT. ENTERING INTO THE ***** PANEL CONTRACT WAS NEVER THE ISSUE. THE ISSUE IS THE ***** COMMITED BY LIVSMART AUTOMATION. SINCE THEY HAVE RETAINED COUNCEL, I WILL CONSULT WITH COUNSEL AS WELL. THE VIOLATION FROM THE *** REMAINS ON MY RECORD AS A RESULT OF THE ACTIONS OF LIVSMART

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

  Business response

  12/14/2023

  LivSmart stands by its position set forth in its Response to the Complaint. We always have  counsel respond to these kinds of complaints.
  
  First, with regards to any action the *** took, LivSmart has no involvement with the *** and therefore cannot speak to anything the *** has filed against the homeowner. However, the ***'s own documentation, directly from the ***'s website specifically identifies the type of projects that require a Neighbor Impact Statement. The installation of solar panels shows it is not a project that requires a Neighbor Impact Statement (See ************************** Guideline). If the *** is not following its own guidelines and requirements then that issue is on the ***, not LivSmart.  
  
  LivSmart has provided evidence that said claim by ******************* is unsubstantiated by the ***. Further, she has not provided any evidence to support this claim. Nor has she indicated what violation remains on her record by the ***. 
  
  Second, LivSmart's employee guidelines strictly prohibit such conduct, specifically as to forging any documents.LivSmart takes the accusation and claim by ******************* very seriously, but until LivSmart can find proof that any such employee committed the forgery it cannot terminate any employee. There is no basis for any employee to forge this document, but that does not necessarily mean it did not occur. However, it does mean that LivSmart, without proof that an employee did in fact commit the alleged forgery, would be in a difficult position to simply terminate all employees associated with *********************** solar installation. LivSmart will continue to investigate the matter, but at this time LivSmart cannot take action against any specific employee. 
  
  Again, as set forth in LivSmart's original response, ******************* is likely to be unsatisfied with this response.In an effort to ease the inconvenience caused by the incident, LivSmart has offered to pay any fines issued by the ***. ******************* has failed to set forth a counteroffer or demand that would resolve her Complaint. Without a counteroffer from *******************, LivSmart must decline to unilaterally engage in further resolution efforts. Should *********************** position change, LivSmart would be willing to consider any offer she may submit. However, to be clear,LivSmart's  is offering to pay any fines they may have occurred by their ***. 

  Customer response

  12/14/2023

  I did respond to the initial reply on 12/11/23 indicating I was unsatisfied with there reply. This is still an unresolved issue. Livsmart has caused major problems within my HOA as well as my neighbors at the very least they need to reach out to me directly to discuss a resolution instead of ******* their attorneys on me! No this issue is NOT resolved 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have come to my address and rung my doorbell ,3 times just in the last 7 days. I have a visible No soliciting sign on my door. I have verbally said - I DO NOT WANT THEIR SERVICES at minimum 3 times. outside of the last week , they have been by other times. Today I received a call and text , stating I had made an appointment with them for solar. Which I have not. This has gone beyond reason at this *********** COMING TO MY ADDRESS and take me off of your contact list, as I have stated various times before.

  Customer response

  09/14/2023

  I DO NOT THEIR SERVICES- should be I AM NOT INTERESTED IN SOLAR. 

   

  I have an ADT system ,they are using that to get me to answer. LivSmart is an authorized dealer of ADT. So they will first, ask anout the system. It's deceptive way to get me to answer. Because I actually have something wrong with one of the items. Never gets fixed. I just keep getting hounded for solar. 

  Business response

  09/18/2023

  *********************** is a customer of ours. We signed them up for alarm services in the summer of 2022.  I will make sure the address is on a "do not contact list" for any services we offer.  If Zyra is in need of a service on their existing alarm equipment in the home, I can have one of our customer service rep call to help setup a service for them. However, we will not call unless we are given permission to call, since they have requested "no contact"  

  Customer response

  09/18/2023

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had planned on getting solar panels with livsmart solar. After consideration, we have decided not to go with the company because of multiple issues that we have had with customer service and communication on August 1. I called to cancel the loan with Mosaic, and with livsmart themselves, they said it was all taken care of today, August 3 Liv smart comes out here to my home and starts putting up solar panels after we had canceled with them. I had emailed them beforehand stating that we did not want to do business. In our contract the cancellation fee was $2000 and they said they will send me a bill for $15,000 when I called to cancel nowhere in the contract did it state that much I asked the representative if they can email me a copy of it so I can have it for my records and I never received that. I did ask for it in the cancellation email which still has not been sent to me. We then called livsmart and mosaic after the workers left today August 3 mosaic confirmed the loan had been canceled and that we needed to follow up with Livsmart. Me and my husband ************************* both called livsmart The representative informed us that they had pulled the team out of there and the cancellation department was working on the cancellation bill.

  Business response

  09/26/2023

  C. We had planned on getting solar panels with livsmart solar. After consideration, we have decided not to go with the company because of multiple issues that we have had with customer service and communication on August 1

  LSA -  Contract was signed on 7/19/2023  - upon review of this customers account. The customer never called or addressed any issues or concerns with us prior to their call on 8/01/23.

  C. I called to cancel the loan with Mosaic, and with livsmart themselves, they said it was all taken care of today, August 3 Liv smart comes out here to my home and starts putting up solar panels after we had canceled with them.

  
  LS - Upon questioning staff of the call that came in on 8-01-23, the customer requested to cancel, but once she made aware of the the cancel fees, they said to continue with installation.

  C. I had emailed them beforehand stating that we did not want to do business.

  
  LS - We have reviewed all database and we had no communication from the customer prior to their call on August 1, 2023.

  
  C. In our contract the cancellation fee was $2000 and they said they will send me a bill for $15,000 when I called to cancel nowhere in the contract did it state that much I asked the representative if they can email me a copy of it so I can have it for my records and I never received that. I did ask for it in the cancellation email which still has not been sent to me.

  
  LS - The cancellation invoice was emailed to ***** at ******************************************* 08-03-23. Please see the attached screenshot of the email for proof it was sent.

  
  C. We then called livsmart and mosaic after the workers left today August 3 mosaic confirmed the loan had been canceled and that we needed to follow up with Livsmart. Me and my husband ************************* both called livsmart The representative informed us that they had pulled the team out of there and the cancellation department was working on the cancellation bill.
  

  LS - Installation team was pulled. 

  I have attached the customer's contract for their review. There is a cancellation sections they are not looking at that is highlighted and notated. We are more than happy to complete their installation and will even consider lowering the contracted amount, if the customer is amenable to this idea.  They can call our front office at ************ and ask for *********** 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed the agreement on March 11, 2023. Live Smart stated they would take care of everything including submitting the approval with my *** company which they did not. I am now receiving noncompliance violation letters from my ***. I now have a hearing scheduled with the *** on August 8, 2023, which I will probably be fined due to not getting preapproval on the solar panels.Live Smart has taken 4 months to submit the correct paperwork to NV energy which has delayed the turn on of my Solar panels. ** energy has not approved yet.Live Smart did not pass the initial ************************** Building Permit inspection due to the submitted design not matching what was installed. It has now passed inspection however I do not know if I have less panels than what I have paid for. I have given them $30,522.14 Live Smart stated they would install anti pigeon guards which they never did.I feel I have been given the run around and lied to.

  Business response

  07/27/2023

  I signed the agreement on March 11,2023. Live Smart stated they would take care of everything including submitting the approval with my *** company which they did not. 

  A. When the contract was signed ************* gave us the wrong *** information. Once we got the correct *** we did handle all of the paperwork for the customer.

  
  I am now receiving noncompliance violation letters from my ***. I now have a hearing scheduled with the *** on August 8, 2023, which I will probably be fined due to not getting preapproval on the solar panels.

  A. Since the incorrect *** was given,we communicated with the customer to move forward for installation, and they agreed.If a fine is given, we will help take care of this with the customer.

  
  Live ********************** has taken 4 months to submit the correct paperwork to NV energy which has delayed the turn on of my Solar panels. NV energy has not approved yet.

  A. We cannot control local municipalities and how they move. Project is very close to being completed.

  
  Live Smart did not pass the initial ************************** Building Permit inspection due to the submitted design not matching what was installed.

  A. Yes, the initial engineering design would not fit on the customers roof properly do to vents etc. We installed how it would fit properly and got engineering approval. See attached Documents.

  
  It has now passed inspection however I do not know if I have less panels than what I have paid for.

  A. Yes, approved. Please see engineering design, she has 18 panels installed per her contract.

  
  I have given them $30,522.14 Live Smart stated they would install anti pigeon guards which they never did. I feel I have been given the run around and lied to.

  A. We do not see anti pigeon guards on their contract but will be more than happy to assist with this. 

  Customer response

  08/03/2023

  A- I did not give them the wrong information. After signing I was told they would handle everything from here on out. As you can see in the attached text message from *** you can see that he states that the *** has changed their policies once I let them know I was receiving my first letter from the ***.

  We never gave permission to move forward without the *** approval. I had no idea this project was not approved until I received my first noncompliance letter from the ***

  I understand you cannot control local municipalities and how they move forward however we have two letters that I have uploaded for your review asking Live smart automation for corrections and they are not following through.

   

  Customer response

  08/03/2023

   
  Complaint: 20380041
  
  I am rejecting this response because: After signing the contract the company told us not to worry about anything from here on out, they said they would handle everything from the *** to the permits to the install. We did not give them the wrong Hoa information. As you can see from the text messages, I have uploaded *** clearly states that the *** changed their policies, I ask him if he wants a copy of the *** letter he says yes and that he will take care of it. Well he did not because now we have a hearing and are being fined.

  We did not give them the ok to move forward without the *** approval. We did not realize we did not have *** approval until we received our first noncompliance notice which we forwarded to ************ day.

  We understand they cannot control local municipalities and how they move forward however they can control how they respond to multiple letters from NV Energy requesting application corrections several times. We have also uploaded those letters as well.

  We have been lied to several times, we have not received what we signed on for and we want our money back. This is not about buyer's remorse this is about getting what you paid for and getting it in a timely manner. My Husband is a United ************** and he works hard for his country I do believe he deserves better than this.

   

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

  Business response

  08/21/2023

  Attached is our response to ************** Response. 

  Customer - I am rejecting this response because: After signing the contract the company told us not to worry about anything from here on out, they said they would handle everything from the *** to the permits to the install. We did not give them the wrong *** information. As you can see from the text messages, I have uploaded *** clearly states that the *** changed their policies, I ask him if he wants a copy of the *** letter he says yes and that he will take care of it. Well he did not because now we have a hearing and are being fined.

  LivSmart - I cannot see any text attached to the complaint from **** The customer gives has to be the ones that give us their *** information! There is no way for us to get this information on our own. However, once we realized we had the wrong information, we requested the correct *** and fixed the documentation.
  

  Customer - I ask him if he wants a copy of the *** letter he says yes and that he will take care of it.
  

  LivSmart Once we got the corrected information, we submitted all documents to their ***.
  

  Customer - Well he did not because now we have a hearing and are being fined.
  

  LivSmart -  Per our last communication with BBB stated  -Since the incorrect *** was given, we communicated with the customer to move forward for installation, and they agreed. If a fine is given, we will help take care of this with the customer. 
  This still stands. We will need to get their official *** documents where it shows a fine was assessed and sent to our Office Manager ***********
  

  Customer - We understand they cannot control local municipalities and how they move forward however they can control how they respond to multiple letters from NV Energy requesting application corrections several times. We have also uploaded those letters as well.

  LivSmart Yes, we follow up on every letter given to us by NV Energy. It takes time to get corrections addressed and they have been addressed. The customer has a utility inspection next and should get permission to turn their panels on in the next few weeks.

   Customer - We have been lied to several times, we have not received what we signed on for and we want our money back.

  LivSmart We have no reason to lie. Every step of Solar Installation is governed by the county or city that is lived in and the finance company that is used.  You received everything that you paid for as was stated in the first BBB response. The engineering had to be revised due to the venting on the roof. It was approved and installed. Please see engineering design, she has 18 panels installed per her contract. Please see initial uploaded documents. As stated above the customer has a utility review soon and they panels should then be turned on.
  

  Customer - My Husband is a United ************** and he works hard for his country I do believe he deserves better than this.
  

  LivSmart We appreciate your husbands service to our Country; we have many veterans that work for our Company and we honor all of them and have a Symbol in our office recognizing their service! Please see attached picture. 

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased a full solar panel system from Live Smart Solar Automation and they were installed in March 2023. Unfortunately, we have not been hooked up to store or use any power from them and they aren't even turned on yet. We have been trying to contact them for weeks to resolve this issue, but can not get any response back after multiple attempts by phone and leaving messages. My loan payments are going to start tomorrow 6/2/2023 and all I have received is heavy equipment on my roof that serves no purpose and no response from company to resolve or answer any questions about why this is happening or rather not happening. I am scared, very dissatisfied, and at a loss of whether I should be paying for, what seems to be a pile of stuff on my roof that doesn't generate any profit of energy and is costing a lot. I also have not heard from NV Energy if we are actually permitted to have these panels. I feel like this is a huge mistake and I should be looking for an attorney. I am a senior citizen and do not understand how this could be going on here. This is, in my opinion, very unprofessional and I think that I may be being scammed. I can't afford this to be happening in my life and would like to find out what to do from here and warn others to be careful about going solar.

  Business response

  06/19/2023

  Solar can be a very frustrating for the consumer.  We are at the mercy of several different governing agency to get  projects completed.  Unfortunately, ****** ****************** Manufactured Housing, miscommunicated information regarding their inspection and their websites were down.  The inspection had to be completed before anymore could have been done. Someone from our office will contact them this week about the next steps in the process to get things moving along and completed.   

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up for solar 6 month ago and this company has been giving me the run around with actually getting it hooked up they fail to come out when they scheduled for someone to come out i can never talk to anyone about the issue in the office and when I do I get excuses that someone messed up the scheduling (5 times) and we have to wait again I am paying for my loan and paying for power through ************* when the solar was supposed to be hooked up within 60 days and we are at over 6 months time someone was supposed to come out yesterday and no one showed up again I am extremely disappointed and at my **** end with this company that is s******* me over financially and no giving me any resolution

  Business response

  03/03/2023

  We have been in constant contact with ************************ and ********************. They got solar through us and in order to make their solar work and function properly they required a few more items to be completed. Those included a reroof and a main panel upgrade. The main panel upgrade is scheduled through NV Energy so we have no choice/options when they will schedule it. Once scheduled, it sends emails to them on the date of the work and we call and update them to inform them on the dates. NV Energy pushed there MPU date out. After completing that, we have to pass them through the rest of the laws that  are required to be followed to properly turn their system on. Unfortunately, once again we are still at the hands of NV Energy to do their part and we can't control the dates that ** Energy gives **. All these dates are emailed  to the home owners as well. We also spoke to ******************** last week letting him know where his project stands. In good faith too we have cut them back rebates for the solar finance so they would not have to come out of pocket for their solar project. Nothing financially has happened to them with the rebates and we are following the laws to resolve his solar being done properly. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 50k solar system from *************************** in Nov of ********************** Feb of 2022 before installation took place they cha get the design 3 times and alps downsized our panels from 405 watt to 365 watt promising the same out put. After the panels were installed it took another 8 months for the. To get the panels turned on this is 100 percent due to the fact that *************************** does nkt know what he's doing he submitted documents to nv energy 7 or 8 times and got rejected by nv energy for 10 months. We are now still paying a power bill and a solar bill which the solar system was supposed to offset my home by 100 percent based on the calculations they proposed to us . I've called several times and no response from live smart I've also had someone reach out to there tech manager and he said becuase the system was generating small amounts of power they would not come service due to possible shading and issues out of there control . We cut down the trees in our yard that they told us to in order to get the exposure to the sun we needed . We are now stuck with a 50k system they won't even se d someone out to check it for us . This is laziness and very selfish of the company nkt to send someone to check to make sure it's functioning on all cylinders. Do not buy solar from these guys they do not sell ethically and do not follow through with customers service and from looking at there complaints I can see they never take responsibility were it is due . I haven't seen one time were the apologized to the customer and offered a resolution . This shows no concern for the customer and they are only worried about money . If I called and offered to pay for my service they would send someone immediately. In my contract it's states 25 years labor 25 years roof and 25 years panels . How can they assess my panels if they womt send anyone to look at them . If they do not contact me asap I will file a lawsuit against them and I will take this to the attorney generalsoff

  Business response

  01/20/2023

  ************************ was sold a system by his son-in-law who worked for our company. The system that is on the house is being monitored by solaredge technology which allows us to make sure that all of his panels are producing at the level what they should be. We are aware of his concerns and we have been in constant contact with him letting him know that the system is working properly. The statements he made above are incorrect, the system is producing what it should be producing, his son-in-law sold him his system, and we have been monitoring his house since he called in. 
  When preparing his bid the customer submitted multiple power bills due to them changing the name and account number on there utility bill and not updating us on it.  Out of courtesy our Solar Leadership will be reaching out to them again.  

  
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.  

*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. ↩