ComplaintsforLive Smart Automation

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an *** home security system from a third party vendor on January 5th by the business Live Smart Automation. After purchasing the product the installation occurred in early January and the installer had to come to the home twice to complete the job because he did not have all of the equipment. I was given the excuse of Covid19 messing with supply issues, which I understood and remained patient. Roughly two months passed with no contact from the company. I reached out requesting the remainder of the product (a garage door security device) and to schedule install. I was told they would need to call me back. Weeks passed with no response. I called again and was told they didn't have the product and that they would let me know when it comes in. I have spent the past nearly 7 months calling each week to two weeks to check in and requesting the product and I have been given different excuses each time. I was told once that the product was in the mail. I was told once that the product was confirmed as delivered to my home. I have called and requested to speak with the manager, Terra. She is often not in or takes my call and puts me on hold for over 30 minutes and tells me she'll have to call me the next week, and never does. I just spoke with her today (6/28), and requested an update and she placed me on hold and returned to tell me that she spoke with "upper management" and that they would order the product to be sent to my home. She would not provide a timeline for this. When I asked her for the name of "upper management" she refused. I asked for her last name for my records she refused. She proceeded to yell at me and tell me that I "got my whole product and that we were going in circles." She then hung up with me.

  Business response

  08/28/2022

  Business Response /* (1000, 5, 2022/07/08) */ This is correct, Ms. ************* has not received the product she was promised. This is not because we have not ordered the product for her, nor are we ignoring her calls etc. The supply chain issues still exist due to Covid for many vendors. We cannot get any supply of this item in. I will look to see if one of our competitors have any in stock, we can purchase from them. We as a company are equally frustrated with this ongoing issue for our customers. On the bright side, this customer has not been charged for this device, nor will be. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand supply issues. I am merely asking for a timeline of when the product and installation can take place. Thank you for agreeing to reach out to other suppliers. Now that you have done that, what can you tell me about expected delivery and install timeline. It's not sufficient enough to say "yeah, we are working on it" without a plan or timeline. Also, commitment from your company to be in contact with ME instead of me having to chase you would be ideal. Thank you for taking responsibility. Now what is the plan of resolution, including possible timeline? Business Response /* (4000, 11, 2022/07/25) */ I hope this can be understood... A timeframe is not possible when supply chains are massively disrupted. This is the worst disruption of supply chains in decades. Some of our competitors do not even have this item. We have turned to ****** for help. It looks like we maybe able to get it from them... however, they did not give us a time.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  An employee of Livesmart (Intrusion Protection System) gave me false information to mislead me into signing a contract for financing a security system. He told me he was from *** and never mentioned verbally that he was from another company. He told me the total cost for *** monitoring and the *** equipment and tax would be approximately $47.00 per month. I told him I had the ring system and I was only paying $10. I said that $47.00 was reasonable but not $80-90/month. I didn't want to get new equipment and pay something I could not afford because I didn't have a full time job. He reiterated that it would only be about $47 a month and there would be no other fees. He verbally went through the contract on his **** very quickly scrolling and telling me where to initial. I thought he was from *** and had no reason to believe that the actual fee would be $70 or more. There was a trainee with him and I believe he witnessed me asking multiple times about the fee not being more than $47. Also, there were others present as well and they recall me asking that question multiple times and he affirmed that. A few weeks later, I was surprised to see a bill from a company named **** ********** The company said that I owe $23 per month for the equipment and that the minimum payment will increase to $35 per month with a change in interest rate from 5.9% to 13.99%. Had he been upfront and told me the fee would be $70 or more per month, I would never have agreed to the contract. I called on 06/23/2022 and talked to Tanner L. at livesmart. He said that they have my signature. I asked him if that was how his company did their business? They thought it was ethical to tell people wrong information and mislead people to sign contracts and then hold them liable? I have only had the contract for a month. Yet they want me to pay over $1500 to cancel equipment that costs $2277.74. I called *** as well and they felt the practices of Livesmart do not reflect standards.

  Business response

  08/28/2022

  Business Response /* (1000, 5, 2022/07/05) */ Ms. **** ***** signed a contract with Live Smart Automation, an authorized dealer for *** on 4/29/22 and was installed on the same day. She has been using her alarm system for 2 months. We have a document that is a carbon copy called the "Acknowledgement of Rights and Credit Card Authorization Form" she signed. Our sales reps leave a copy with the customer if they ever need to look back at their monthly costs, or length of contract etc. (see attachment). We also have a recorded Q and A call that was completed by our customer service rep to confirm their order (amounts, equipment purchases, date of installations, etc). We have reviewed the call and the Customer Service Rep did go over the equipment being installed, the *******d amounts and monitoring costs. There was never an agreement that the bill would only be $47.00 a month for equipment and monitoring Consumer Response /* (3000, 8, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have multiple witnesses including the individual that was trained by the representative from Las Vegas that heard the representative give me his sales pitch with different amounts than was stated in the documents. Business Response /* (4000, 10, 2022/07/19) */ The response from the above named customer may be what she believes, but as you know this is not our first encounter with an upset customer. To protect the consumer from misunderstandings the Company put in processes to make sure the company's sales reps are following best practices. Our company requires all sales to call in for a Q and A calls while the sales reps are still in the home with the customer to go over all the terms of the contract and pricing. If the customer cannot speak at the time of sale. We do the Q and A before installation with the technician before anything is installed. We do so this so if the the customer has any questions we can resolve any concerns before installation. During the call with Ms. ***** she did have a question for her sales rep about motion detectors. She placed us on hold to ask the sales rep about her concern, As a company, we even go one step further and have the customer sign an Acknowledgement of Rights and Credit Card From with the amounts written in at the top of the form where we divide the equipment amounts for the monitoring amounts and we even have the customer sign right by those amounts. Plus the document has several areas where the customer has to initial and then sign again at the bottom of the form. These forms have a carbon copy form that we leave the with the customer as well. This customer monitoring is $43.99 a month. Her equipment is $23.99 with **** ******* a month. Once her equipment is paid off the monitoring is less then $47.00 a month. Thanks

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I, **** *******, demand that *** cancel my alarm contract at ****************************************** account # ********* and discontinue billing after the original cancellation date of December 20, 2021. Because the transfer of services was not initiated because *** services were not provided at the new address, I demand the release of contact. I moved from this address in December 2021 and spoke to Jasmine and requested cancellation on 12/9/21. She assured me that it will be canceled and gave me a cancellation number of ********. Called on 1/20/22 again because the service was not canceled and spoke to KJ A**** id# ****** and demanded services to be canceled and he assured me that he would cancel after he spent 20 minutes trying to get me to sign a new contract. I called several other times and was transferred back and forth from the 3rd party dealer to ***. I requested several times to cancel the contract and send me a final bill. However, the service continued to stay on at my old address and *** continues to send me a bill for service at an address I no longer live. I recently spoke to Vira on 2/13/22 and demanded services to be canceled, send the final canceled contract bill, and did not get the email she promised I would receive the requested information. I am requesting cancel service because I have moved, and my new address does not support *** services in a newly built subdivision. If demand or response is not provided within 10 business days I will seek legal resolution in this matter.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/02/22) */ Upon further review of Ms. ******* complaint and having to call *** directly myself. Ms. ******* called *** directly to have her account cancelled in December 2021. This did not happen and has no bearing on Live Smart Automation. Since is wasn't cancelled I requested that *** place a cancellation on the account. I received an email today the cancellation is effective today. The only part Live Smart Automation can help with is sending a final invoice for early termination for her account which will be emailed and sent to her current addresses. I can have an invoice prepared for her today. If she has any other issues, she needs to call *** Corporate directly. This is not our error.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to cancel my contract since July 2021 w/ Livesmart Automation. Many technical problems w/ the camera, 5 techs including a manager came to the home. I was told 30days guarantee or you can cancel if you're having more than 3 issues happening. I've contact by phone & email to the company & get the run around & now I've contacted the CAO Brandon ******. Received a response that he would look it on November 10th & haven't heard from him & any of his staff. July 1st: can't view camera @ 1810, July 2nd: can't view cameras @ 1013, July 5th can't view cameras @ 0900, July 6th can't view cameras @1229, 1240, Oct 6th @1424 called to report that both cameras are not working and **** was dark when trying to view., Oct 6th 1459. Called & was told system was down for 2hrs for them to even look at my profile, had to be at the house to do tech support(was out of town). Called Oct 11th support number again #XXX-XXX-XXXX & advertisement states 6 months guarantee for your peace of mind. "money back". Spoke to Gail at *** who confirmed the pre-recording that there is a 6 month guarantee & I should've had the 30 days honored as well, & she put in another ticket to get cameras fixed because it stopped recording when delivery drivers came to the house. Job# XXXXXXXXX. Gail made sure the same tech who came to the home was not coming per previous issues that happened. ( provided email attachments ). Oct 6th @ 1339, 1423, 1455, 1456, 1453 gave me warning "you do not have permission to access to requested page". Can't access my own cameras when I get notified on alerts. **** is not catching people at the door as it records them dark "over exposed recording". Oct 15th tech came out to fix **** & cameras. Stated also that I do not get SMS notification. To this date I still do not get notification on my phone nor my watch for alerts. Never got a follow up on getting this fixed from oct 15th. Oct 21st same tech came out to replace the **** as he saw the same issues. Cont. problems

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/02/18) */ The last day we serviced this customer was on 7/20/21 for her video doorbell and we replaced her ******* video doorbell for a **** video doorbell and the system was working fine. We had not heard back from this customer until the end of October (22nd and 25th) when she was redirected back to *** for any issues she was experiencing with her system. We can only service these accounts for 3 months and then they all go to *** for services which carry the warranties on the system. If we service any customer we sign up outside the first 90 days we are in violation of our agreement. The telephone number the customer refers to in the complaint is an *** number and the services she had in October are from *** Corp. She mentions our CAO Brandon S***** in this complaint; she probably got his name off a google search and found him on *********. He is one of our executives, he would never be involved in the servicing of these accounts. He would not be calling any of our customers. This would be handled by our mid level managers. Plus, the 6 month guarantee is offered by *** and their team are the ones that make the determination. Plus, on 1/31/22 The customer called in to terminate her account: -Leaving the current home. -Moving in with girlfriend. -Needs to close this account. -Invoice was sent for early termination with what was to be paid. Consumer Response /* (3000, 10, 2022/02/22) */ ***Document Attached*** Hello, I was never redirected back to ***. I've always called Livesmart directly or the support number on *** app *************. Technical support was suppose to get back to me because I have an open case still from last year that I am not receiving notification via text. They tried trouble shooting it and still can't figure it out. It's a safety issue if I do not get these notifications. Everything for notification is clicked on to received and I'm paying for this service. Having a technician here for multiple hours is not something I like doing every week when I work grave shift. When I called into livestream, I mentioned that *** indicated that I had no balance and I could cancel. So she told me to call livesmart to cancel and I was told to pay $3,591.52 or pay $1,996.52per my invoices I received. I have not paid anything because I feel with all the prob I've received and nothing is working correctly, why should I be punished for a system that doesn't work correctly. Last conversation I had with ***/Livesmart was Oct 21st with Rachel. She was suppose to get back to me after they gathered all their information. I made notes for everything. During that day as well I had a tech here in my house gaining access to see why the cameras and notification weren't working. Every person I've talked to at livesmart ignores my trouble issues. Never returns emails or calls. So I go on to the next contact person and so on. I did a wide search for the company and got information on the COA. He did respond to my email and after that no one returned a call or email on the status. They only do one contact on tell me they will look into it and after that it drops. So, I have to start all over again. I shouldn't have to pay for a cancellation/termination for a system that doesn't work properly. Business Response /* (4000, 12, 2022/03/03) */ As stated prior in my first response the last service we assisted with was on 7/20/21 to swap out the video doorbell which was working when the tech left. We have not provide any other services to her account since that day. *** has confirmed that they serviced her account on 10/15/21 and 10/22/21 and after that date there were no more calls associated with her account until she called in last month on February 26, 2022 to cancel her account. *** offers a life time warranty on the equipment and will service the accounts as often as needed. When she cancelled there were no notations that she was having problems with her systems. If there were any issues with the cameras *** would have provided services to her account. *** handles all guarantee's and they are the ones that would have to make the decision to grant her the release from the contract. Since ********* has chosen to cancel her account, she will be subject to the terms of the contract for early termination fees.

*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. ↩