Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/13/2023

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

  Customer Answer

  Date: 06/13/2023

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

  

  Business Response

  Date: 06/15/2023

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

  Customer Answer

  Date: 06/29/2023

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

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/22/2023

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

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/24/2023

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

  Customer Answer

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/22/2023

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

• Initial Complaint

  Date:05/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/29/2023

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

   

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

   

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very unhappy that the company has a very long wait for opportunities. I got rejected by every opportunity I applied for only to find out from the company that there was an error on my profile on their part . Now I have to wait weeks for an another opportunity that I am not guaranteed. This is unacceptable.

  

  Business Response

  Date: 04/21/2023

  Thank you for your outreach. Opportunities are posted as we receive them from our clients and the steps to apply to contract for an opportunity may vary. Its important to make sure your home based business is completing every step for the contract opportunity to have the best chance of getting the contract you want. That said, we do apologize for the error with the most recent application, and hope that you continue to take advantage of opportunities as they arise.

• Initial Complaint

  Date:04/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is trying to break an original contract stating the number of commits to service the client and that I is up to my business choices of hours . Now they would like be to disregard that contract to sign a new one after I have already spent my time and money being certified for this job . I have uploaded the original contract and the email I received of the replacement in they want me to sign

  

  Business Response

  Date: 04/07/2023

  Thank you for your inquiry. After checking in to the details of your situation, it appears that you are covered under the old Statement of Work (***/contract) and are not subject to the *** that new contractors are signing. We sincerely apologize for the confusion and appreciate you bringing it to our attention. A Liveops staff member will also be reaching out to you in the event you have any other questions. Thank you for your business support of the **** program.

• Initial Complaint

  Date:03/17/2023

  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.

  I paid the company for a background check during the application process. It has been 4 weeks and they purpose to contact me to complete the enrollment. As until today no help from and no email. Unable to reach them by phone.

  

  Business Response

  Date: 03/30/2023

  Thank you for reaching out and we apologize for any confusion. I do see your account was set and login credentials were sent on 3/21 to signup for your preferred client. We have several new client opportunities coming so please review them and apply to the one of your choosing. You can always reach Liveops directly through Liveops ************** for quickest support.

  Customer Answer

  Date: 03/31/2023

  I am concern whether this is a legtimate company.  There is no option to speak to a live person.  When you do communicate as instructed, a message comes back to you that you have emailed to an address is that is not available.  They require to pay for a background check to be considered for their jobs but its no jobs. The message and what they consistently tell you a job opportunity is coming as they stated on their reponse but there have been no jobs that have come except for 1 for **** and that required two computer screen.  Yes, finally, I see everything as since been completed for me being aboard the platform but no job opportunity in which I have paid as the company requested for a background check.  Is this all in vain.  I don't understand why a company would advertise that they have jobs but when you pay your money and go to their platform there are no job.  Is this a legetimate company or is it harming the community?  I perfer to have a live contact from this company because it has lead me to belive the company is not legtimate. Thanks for your efforts.

  

  Business Response

  Date: 04/04/2023

  We apologize for any misguidance youve had. It sounds like a member of our team was able to reach out to you directly by phone to address your concerns and assist with getting you setup for an opportunity. Please let us know if you need further assistance at this time. 

  Customer Answer

  Date: 04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  A member did reach out to me.  All issues have been addressed so far so good.
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have applied with this company twice. I have paid ethe background check each time. I have complied with request for banking information and routing number to get started. Each time I receive an email letting me know I am not compliant. I call the number to find out what the problem is and I receive information that I am compliant. I then go to the website and try to address the problem but have remain unsuccessful. Is this site a scam. It seems contacting an actual person is not going to happen to resolve the problem. Their website is a joke for resolving issues. Can I get some help or my money back?

  

  Business Response

  Date: 03/08/2023

  Thank you for alerting us to your concerns and were sorry for any frustration. Our team has finalized account setup and sent you an email and text message with next steps. If you need additional assistance the team can be reached through Liveops ************** for expedited service. Access to Liveops ************** is at the bottom of all email communications.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working for Regalorx through Liveops and have been excelling tremendously. Today 2/28/23 I got a message stating that I had been removed. While I was working, I was logged out of my systems and unable to log back in. I messaged the director and they advised me to put in a ticket which I thought was a system issue. Usually, when I check my personal email when I wake up every morning there is a an audit to grade the quality of my call. I have been doing customer service/call center for over 15 years and I pick up easily on systems and processes so I knew I would excel greatly especially helping people get their medications. When I checked my personal email today, there was a message from someone which read I had been removed from the program. I am currently in nesting for the new rollout Outbound through the same client and had been doing Inbound since I began with LiveOps. I then went into the nesting room via zoom to speak with ***** our "crm" to discuss what happened. ***** was just as confused as me and tried to pull the call they were speaking of to see what happened. ***** was not able to pull the call for some reason and advised me I should put in a ticket for additional research. I am disabled and currently living on ssi. I have been praised for scheduling many commits during the weeks and make sure to read all resources before asking any questing in the slack channel. This is to allow the agents who really need their questions answered to get the assistance they need and allows me to learn everything about the job I needed to know. I make sure to file reports on every case as instructed when needing to and to give a white glove experience when handling calls because I know how important it is to receive for patients to receive their medications. I also use a service such as Regalorx for assistance with medications I will not mention so I know the importance. I feel the job was apart of me and I am dumfounded as to why I am treated this way

  

  Business Response

  Date: 03/08/2023

  Thank you for your inquiry. Upon further investigation, it appears that your certification status for the Regalo client was revoked due to failure to follow client requirements for proper documentation in the clients Salesforce system. Because this is a client mandated removal of certification status, unfortunately, your home business cannot re-contract for the Regalo opportunity. However, your business still has an active Independent Contractor Agreement with Liveops and, therefore, is eligible to contract with other client opportunities. I hope this helps clear up any confusion and we appreciate your question.