ComplaintsforLvble Inc.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have utilized this rental platform for the past two months and have consistently received assistance from their customer service team when requesting date changes for payments. However, I have been disappointed to discover that the platform fails to uphold its promises. Despite being an existing approved customer, I was unexpectedly subjected to an additional 90-day waiting period for account eligibility. This is unacceptable, especially considering the initial approval process. The lack of transparency regarding the need for repeated information reviews is frustrating and inefficient. Unfortunately, my experience with this platform has been subpar, and I am extremely dissatisfied with the service. As a reliable and loyal customer who has relied on this app to pay my rent, I expect a higher level of support and accountability. The poor performance of this platform is reflected in the negative reviews, and I hope that improvements will be made to address these issues.

  Business response

  10/08/2024

  Hi **********
  
  Thank you for taking the time to share your experience with us, and I want to address your concerns directly. I know you’ve been in communication with our team, and I’m genuinely sorry that your recent reassessment has caused frustration—especially since you’ve successfully utilized Livble in the past. I realize it’s upsetting to have a service you’ve come to rely on no longer available when you need it, and I appreciate you making sure your concerns are heard.
  
  I want to clarify that the reassessment of your account wasn’t a sudden decision, but rather part of our standard process that occurs for all users every month after the final installment payment of the previous cycle. This process is in place to ensure we’re able to offer our service responsibly and sustainably, based on the most up-to-date financial information available to us.
  
  In your case, our underwriting model identified changes in your financial situation, particularly around cash flow, which raised concerns about eligibility. While we understand that you had successfully used the platform before, our system flagged potential risks this time, strictly based on the financial information linked to your account. The reassessment takes a comprehensive look at multiple factors, including but not limited to cash flow, transaction history, and overall financial health, to determine if our installment plan remains a viable option.
  
  I understand that having your eligibility change so suddenly without clearer notice is incredibly frustrating, and I also recognize that the reassessment process may not always feel transparent. We never want this to feel like an arbitrary decision, but rather a necessary step in ensuring fairness and consistency for all users.
  
  I genuinely appreciate your feedback and understand your dissatisfaction. While I can’t change the outcome of this particular reassessment, I hope this explanation provides clarity as to why it happened. We are always working on refining our communication to better support users through these processes, and your input is invaluable in helping us improve.
  
  If your financial situation changes, as you’ve mentioned, you’re welcome to re-apply. However, I understand this doesn’t provide much immediate relief, and for that, I’m truly sorry. If you have any further questions or need additional clarification, I’m here to help. Feel free to reach out to our Support team again and ask for me specifically. 
  
  Thank you again for your understanding.
  
  Best regards,
  ****
  **** ** ******** **********
  Livble 

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Good morning,
  
  Here's a rephrased version of your complaint in a more structured and professional format:
  
  I am writing to express my disappointment with Livble's handling of my account status and concerns with their product. Despite my efforts to address these issues, Livble failed to resolve my concerns and made errors in their communication.
  
  Specifically:
  
  - Livble did not accurately assess my account status or address my concerns with their product.
  - I received conflicting emails from ****, initially stating that one of my bank accounts was being deleted, then later realizing this was an error. This indicates a lack of attention to detail and unethical assessment practices.
  - Livble's assessment process is flawed, as my finances have not changed, yet I was subjected to unnecessary scrutiny simply for requesting a due date change, which is supposedly part of their customer service.
  
  I request:
  
  - Immediate resolution of my account status
  - Improvement in Livble's assessment process to ensure accurate and fair evaluations
  - Enhanced customer service to truly assist customers, rather than penalizing them for seeking help
  
  Livble's actions have led me to question their commitment to customer satisfaction and ethical business practices.
  
  I am requesting for a through review of my account to be reinstated. In addition here is proof of their take back on their email error :

  *************************************************
  
  Thank you,
  ****

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/22/2024

  Hi **********
  
  Thank you for your persistence and continued engagement. I understand how frustrating this situation has been, and I want to ensure you have full clarity on our process and reasoning.
  
  To address the issue regarding account deletion: our system flagged an attempt to delete either your Livble account or one of your linked bank accounts. While I initially stated that your account wasn’t successfully deleted, I later clarified that the flag was for the attempt itself, which triggered a compliance review. This was a standard action to assess any attempted deletions, especially when there’s an outstanding balance, as was the case here.
  
  Regarding delinquency, I want to highlight your communication with our support team on October 1st, 2024:
  
  “Hi, my current payment of $495.00 is past due. I am just advising my direct deposit will not hit my account until Thursday 10/03. I do understand this can impact my account but wanted to be transparent about my payment being late since this was already a rescheduled payment.”
  
  In this message, you acknowledged the late payment and the potential impact on your account. While we appreciate your transparency and efforts to manage payments, the late payment still triggered our system’s reassessment, as we require rent to be paid in full within the month it was split. Even brief delays contribute to the system flagging an account as delinquent, and this, combined with the account deletion attempt, impacted the final reassessment.
  
  While your open communication is valued, our system follows underwriting guidelines to ensure fairness and responsible lending practices. Unfortunately, even brief delinquencies coupled with account-related actions can influence reassessment outcomes, which is what happened in this case.
  
  I hope this provides clarity, and I’m available for any further questions or concerns.
  
  Best regards,
  ****
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dispute with Lvble is that I was not eligible for their services out of no where with an explanation that I can refute with documentation and I cannot get a call or response back from this company. I've emailed numerous of times (I have proof of that) and called with no avail. I was told that my issue would be escalated but I've never gotten a response or confirmation of the escalation.

  Business response

  09/01/2024

  To whom is concerns at the Better Business Bureau,
  We appreciate the opportunity to address *** ******* *******n’s concerns regarding her recent experience with Livble.
  *** ******** reached out to us after encountering issues with her account, particularly surrounding her eligibility for our services and the technical difficulties she faced while attempting to resolve these issues. We understand the frustration that these challenges caused, and we are committed to providing clarification and context to the situation.
  
  Regarding Eligibility and Communication:
  *** *********s eligibility for Livble’s services was evaluated based on our underwriting model, which assesses various financial factors, including cash flow, transaction history, and spending habits. Our underwriting model is designed to ensure responsible lending practices and is recalibrated regularly to align with the evolving financial profiles of our users. While *** *********s account did show substantial deposits, our model evaluates a broader range of criteria, which resulted in her being deemed ineligible for our services at the time of assessment.
  
  We recognize that *** ******** felt her concerns were not adequately addressed initially. However, I, ****, personally communicated with *** ******** to clarify the reasons behind her ineligibility and to explore potential solutions. Our communication, as outlined in the thread, was thorough and aimed at resolving her issues in a transparent and respectful manner.
  
  Technical Issues and Profile Management:
  *** ******** also encountered technical issues while attempting to update her banking information and access her account. We acknowledge that there was an error on our part related to a duplicate profile, which contributed to the difficulties she experienced. We worked diligently to correct this, and I personally ensured that the duplicate profile was removed and that her banking information was correctly updated in our system.
  
  Additionally, *** ******** experienced issues with our app’s integration with ClickPay, a third-party service. As a company, we strive to support a variety of payment platforms to offer flexibility to our users, but we do acknowledge that our integration with ClickPay has presented challenges. We have communicated these issues to our tech team, and while the resolution is still in progress, we are committed to ensuring a smoother experience in the future.
  
  Commitment to Resolution and Moving Forward:
  Throughout our interactions, *** ******** expressed her desire for a resolution and her willingness to continue using our services if these issues were resolved. I assured her that we are working towards fixing the technical glitches and improving our overall service experience. In the meantime, I offered *** ******** alternative solutions and kept her informed of the steps we were taking.
  
  We take *** *********s feedback seriously and have implemented several internal process improvements to ensure that similar issues are handled more proactively in the future. We have also addressed her request for data deletion in accordance with regulatory requirements, ensuring that her personal information is managed with the utmost care and in compliance with legal obligations.
  
  We sincerely apologize for any inconvenience *** ******** has experienced and appreciate her patience and understanding throughout this process. We are committed to regaining her trust and providing a service experience that meets her expectations.
  
  Thank you for allowing us the opportunity to respond to this complaint. We hope this response provides the necessary context and reassures the BBB of our dedication to resolving customer concerns.
  
  Best regards,
  ****
  **** ** ******** ********** ****** ****

*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. ↩