Complaints

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

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  Consumer Safety Technology LLC

  11103 Aurora Ave Urbandale, IA 50322-7904

  
• 

  Intoxalock Ignition Interlock

  5437 W Washington St Indianapolis, IN 46241

• 

  Intoxalock Ignition Interlock

  6301 E 32nd Ct Ste A Indianapolis, IN 46226

• 

  Intoxalock Ignition Interlock

  117 Austin Dr Merrimac, WI 53561

• 

  Intoxalock Ignition Interlock

  7219 W Fond Du Lac Ave Milwaukee, WI 53218

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:12/29/2022

  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.

  Yesterday on December 28th I had 2 false fails on the Intoxalock breathalyzer device and minutes later had a BAC reading of 0 and everyone after that was also 0 so clearly the first 2 were inaccurate readings due to food and not the use of any alcohol and the device went into a "Lockout" mode where the company charges a $75 fee to take it out of the Lockout. I contacted the customer support for ********************** which they have the worst customer support I have ever had to deal with and talked to several people and wasted an hour talking to them trying to understand why my device was showing false readings and why I was being charged a fee for the false reading? I spoke to a supervisor named ******* who even stated the first 2 readings showing a fail and yet the 3 minutes later showing a BAC of 0 and they know it was a false reading but yet are still going to charge me a $75 fee. Clearly this company uses false readings to scam customers with $75 fees due to their device malfunctioning and I do not understand how these fraudulent fees are legal in any way and I want to be refunded the money due to their device not showing accurate readings and compensated for the hour I had to waste trying to talk to their horrible customer support. I even have dash cam footage of me going into a coffee shop and coming out as well as my receipt for that shop and no alcohol was being consumed in any way. This company should be sued for trying to charge fraudulent fees knowing the device was not showing readings from alcohol but from eating food which is necessary for any person to need to eat food during the day.

  

  Business Response

  Date: 01/06/2023

  A member of the Intoxalock management team has been in contact with *********************  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  ******************** is currently debating whether to stay with Intoxalock or go with another provider.  We do apologize for how his calls were handled and we will be addressing accordingly. The IID does pick up any and all alcohol sources.  We can go back to the data logs and tell that there was a passing sample provided 3 minutes later.  This lockout should have been waived.
  
  Intoxalock has agreed to apply a $100.00 rebate, one month free and credit the other lockout not already credited.  If he decides to go with another vendor, we are willing to waive any early termination fees or administrative closing fees.
  
  ******************** may reach the representative handling this directly at ************ or by email at ******************************************* now and going forward

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18655615
  
  I am rejecting this response because: I have tried to contact the rep by email several days ago to address my concerns if I were to stay with Intoxalock or go with another company and I have received no response.  I tried calling the number for the rep today that was provided in their response to the BBB and the number does not even work and says the number can not be completed and I tried it several times.  It is pretty clear that Intoxalock does not care at all about their customers in any way and continues to want to make false promises, waste customers time and continue to scam them out of money for as long as possible.  I feel that I need to contact an attorney to take legal action against Intoxalock at this point with how they are choosing to address customers issues regarding fraudulent charges and the fact this company is able to continue to stay in business with how they conduct business and with doing this to so many customers is unbelievable and I would like to know how us as so many customers who have had the same issues can request that this company be investigated for it's shady business practices and constant fraudulent charges?  I was trying to resolve this issues with the rep and clearly that will not be happening since they won't respond to emails or even give a working number to even contact them and I cannot afford to waste any more time with them.

  I am requesting to be refunded my money for having a faulty device installed on my vehicle that cost me $266.88 to install to only have constant issues with this company and their device and not getting anything resolved properly through their horrible customer service wasting hours of my time.  I am also wanting both my $80.06 lockout fees returned to me since it was already stated the second lockout should have been waived and the first one that happened while my vehicle was in the shop and I even used the app to schedule it ahead of time.  I am requesting to have all my fees relating to the roadside assistance be returned to me since the customer service already said it would be but still has not happened yet.  I am requesting any and all early termination fees to be waived as well as Intoxalock cover the cost to remove their faulty device so I can get a proper device installed from a different company I have already talked with several times as well as a mechanic that works with both companies.  I do not desire to waste anymore of my time with this shady company that only wants to scam its customers out of as much money as possible and provide the customers as well as the BBB with fake apologies and false resolutions.

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

  

  Business Response

  Date: 01/13/2023

  A member of the Intoxalock management team has been in contact with *********************  We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
  
  After speaking with ******************** , Intoxalock is working with him to get a removal scheduled. The service center that ******************** is wanting to go with is not open until Tuesday. ******************** and the representative on his case will work out removal and reimbursement at this time.    
  
  If you have any questions or concerns you can reach the representative who you spoke with at  ************

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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 have had reoccurring issues now with this company the first of which occurred a little over a year ago. I had the device installed only to have the device trigger my alarm. They told me the whole unit had to be replaced. Which the first installation ruined trim inside my car. When I initially spoke with Intoxalock they told me no wires would be cut and it was the least invasive install. All which were lies. Once the new device was installed it appeared to work ok only to find out 3 months later the same issue would happen. I took the car back in to get fixed and I thought it was fixed until this week when the device completely drained my battery. I then noticed the horn fuse was pulled out and that they never even fixed the issue. Now, even with the battery charged and jump started the device will not allow me to start my car. I have had to miss days from work because of this. When I called today they stated that I would need to pay for a tow and have another device installed. I am looking for some form of responsibility and a clear resolution. As I am paying $130+ a month to have a device that makes me not able to get to work and is very unreliable and not safe.

  

  Business Response

  Date: 01/06/2023

  A member of Intoxalock management has reached out and successfully talked to *****************
  
  After our conversation and the review of the account, I was able to apply a total credit of $215. This is for the towing and inconvenience of having to replace the unit again. **************** agreed to cover the amount due on 1-11-23, leaving a credit of $165.01 that has been requested to be refunded back to his card on file.
  
  Please feel free to reach out with any additional questions at ************.

  Customer Answer

  Date: 01/07/2023

   
  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

  Date:12/29/2022

  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.

  On 12.16.22 this business told me that I would be billed every two weeks a total of ***** for their services. On ***** I was sent an unitemized statement saying partial payment was made and I owed $54.80. I have sent multiple emails all of which have been ignored and spent hours on the phone with this company requesting an itemized invoice to review this discrepancy. Now today I have been hung up on twice and told that no supervisor is available to call back later. I would like an itemized invoice so that I can review the billing discrepancies and determine if I want to continue using this companys professional services. They refuse to give me an itemized invoice they will only send me summarized statement of multiple invoices or are sending me a copy of the lease telling me that I have to sign it. I am obviously not comfortable signing a 6 month-long lease with this company when they were refusing to provide an itemized invoice for my review.

  

  Business Response

  Date: 01/05/2023

  A member of Intoxalock management attempted to reach ******************* without success.
  
  We apologize for any frustration caused. We have sent a copy of her statement that reflects the fees and charges specific to what they were accessed for. I have also emailed an attachment from accounting to assist in locating more information on the fees and what they are for.
  
  Please contact ************ if you have any further questions or concerns. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18655426
  
  I am rejecting this response because:

  One, I am not supposed to be getting charged a $40 shipping fee. However, when you guys 'credited' this, you credit it to the wrong invoice. It is supposed to be getting credited back to the Original invoice of $116.85. Instead you guys credited to the invoice that's $3326. This means I will not get the actual credit. I have already shipped the original unit back to you and that invoice will fall off my account including the credit. Please have this corrected.
  
  
  Second, the sales representative, *********************, waived the set up fee of $32. Please have this invoice removed from my account. And why on earth would it have been added back two weeks later? This seems suspicious and appears to be unethical accounting practices.
  
  
  The company sent me a home unit with a software program inside set up for a car. Not only did I have to spend a substantial amount of time on the phone before your company understood the errors that they made with the actual unit there have also been multiple errors with your invoices. This is consumed a huge amount of my time and caused me unnecessary stress. When trying to address this issue Intoxalock staff would simply hang up on me. This is past bad customer service it looks like you guys are trying to completely rip off your customers with unethical business practices.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/10/2023

  A member of Intoxalock Management was able to speak to ********************

  
  After being able to communicate with *******************, I applied a credit of $80.00 for the inconvenience of the set-up fee.

  
  Please reach out with any additional questions at ************.

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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 have a breathalyzer in my vehicle which does not allow me to start the car without a passing breath sample. I passed the breathalyzer, started the car, and a few seconds later, the device stated "wait for unit to warm up". I was charged $75 on 12/27/22 for this occurrence. I disputed this charge, and the company states there is nothing they can do. They stated that I started the car without having blown into the breathalyzer sample, starting the car before blowing into the device, and or that I was pushing on my brake pedal before starting the car. I do not have a push start car, I have a key start, so it is impossible to start the car without having successfully passed the breath sample first. I also had a code pop up on the device, and was charged $75 on 11/18/2022, stating something along the lines of "service pump failure", according to the representatives that I had spoken with, my car should not have been able to start after that code appeared, but it did. They then tried saying that I blew over the limit and that is why I was charged $75. Their story keept changing as to what caused the charges from the 11/18/22 charge. These fees that they keep charging me are not from user error. In addition to the two $75 charges between 11/18/22 and 12/27/22, I also had to pay $20 each time to have the lockout cleared for my device ($40). In total I have spent $190 in unnecessary charges in just over a month. I had requested last month after I was charged $75 (on 11/18/22) for a new device, which they declined. Today they agreed to send me a new one. I want a refund or credit on my account with this company, given that I had requested a new device since I felt as though the device was faulty and one was not provided when I requested last month. I would be happy with even just a $75 credit on my account instead of the full $190 that I have spent, given that I had reported the issue the day after, and have called three times in regards to the 12/27/2022 charge.

  

  Business Response

  Date: 01/05/2023

  A member of Intoxalock Management attempted to reach out to ***************** without success.
  
  After reviewing the account, a credit was applied in the amount of $190. A statement was emailed to the email on file to reflect the credit applied. We apologize for any frustration incurred.
  
  Please reach out with any additional questions at ************.

  Customer Answer

  Date: 01/06/2023

   
  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

  Date:12/29/2022

  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.

  Intoxalock says that I have a violation within my period of trying to get the device removed and they say that its my fault and that is not the case. The unit that was on my car malfunctioned and they want me to renew my lease until January or February. They will not return my lawyers phone calls to get this thing removed from my car and get this handled correctly. They still want to charge me a biweekly amount, even though I no longer have a lease with them. They keep giving me the runaround and telling me theyll send me an email that I can send to the Secretary of State to get this thing legally removed from my car but yet they wont send it to me. I have fulfilled my obligations with this company and they still keep giving me the runaround. I have also seen that on ******** and in other areas of social media there are many complaints against this company. I am very dissatisfied as I continue to have to pay money to somebody that I no longer have a lease with and when something that is on my vehicle should already be removed. Im beyond mad at this point and seek some type of justice.

  

  Business Response

  Date: 01/06/2023

  A member of the Intoxalock management team has attempted to contact **************** but were unsuccessful.  We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
  
  After reviewing the initial complaint for Intoxalock has waived the upcoming charge for 01/14/2023. the unit will have to stay in until 02/13/2023 for another compliance check due to the failure on 11/13/2022.
  
  If you have any questions or concerns, you can reach the representative who attempted to contact you at ************.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18652487
  
  I am rejecting this response because:
  No one from Intoxalock ever tried to contact me concerning this matter. As stated previously, the unit in my vehicle malfunctioned and was even returned to Intoxalock from the service center stating that the unit was bad. There should not be a violation on my record because of their faulty equipment. I wasnt even charged the lockout fee because of this, so there is no reason why this thing should still be on my vehicle. Im tired of getting the runaround from this company. They finally sent me the email, but of course it doesnt show the date of the lockout. It shows everything after that. Heck, it even states that I had a lockout right after I got the unit recalibrated how is that f****** possible? All they want is money! I have fulfilled my obligation with this company they need to release the violation because it was their unit that malfunctioned that gave me the f****** violation. I shouldnt have to continue to pay for something on my vehicle that shouldnt be there any more. 
  in my opinion, this company is a joke and they should be held accountable for what theyre doing to innocent people out there who have fulfilled their obligation and done what theyre supposed to do. While I appreciate they waive the service fee for the 14th of this month. That doesnt do anything for me what they need to do is reverse the violation and let me get this thing off of my car. that would satisfy me. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/13/2023

  A member of Intoxalock Management attempted to reach ******************* without success.

  
  We have attempted to reach ******************* at the phone number on file ending in ****. Unfortunately, we show a violation for both a missed test and a failed BAC. Per ******** regulations, if there are any violations on the account, the certificate of completion cannot be sent. We apologize for any inconvenience, but at this time we cannot process the compliance check. A credit of $46.77 was applied to the account.
  
  Please feel free to reach out with any additional questions at ************.   

• Initial Complaint

  Date:12/27/2022

  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.

  My car has had very many issues since having the intockalock placed in the car I've had this in my car for approximately 5.5 years and it's been nothing but In nightmare I have had to replace the battery 2 or 3 times and a module has also been replaced **** plus dollars. I have a car that has only has a ****** miles on it it is an Audi Recently the car has had more issues due to them changing the software in their hand held calibration device randomly they have replaced my handheld device with no reason then shortly after it being replaced I end up stranded with a dead battery in my car and cannot start my car. they replace the the device again only to charge me a calibration fee then to top it off I bring my car into Audi to be serviced I fill out there report maintenance Form to make sure that they are well aware that I am having my car maintenance in the past there has never been an issue with a lockout if I report the maintenance and if there is a lockout in the past they have been able to manually take the lock out fee off my bill and Reset the device Without having to go to a service center however this time although I reported maintenance the car was locked outAnd they would not reset it when the Audi called them instead they made me pay to have the car towed to a service center in turn charged me another calibration fee so I was had to pay for 2 lock out fees because it happened at 2 different audi's Audi in purple Peabody and Audi in Burlington because neither one of them could fix the car because the part they need they don't have part intoxaock was nice enough to remove the lock out fees however they still continue to charge me for calibration fees and towing they said that I am responsible for this I explained to them that I reported the maintenance that lockout was never an issue in the past and why and to begin with I believe that the issue with my car is due to their device they have changed the software which now takes approximately a minute before you can start the car. There was no reason for them to charge me a callibration fee. . The service center stated i needed to send receipt to intoxalock and they would credit me. After a person blows into it it says testing testing testing it takes over 30 seconds to a minute before you are allowed to start the ****** can imagine what this must be like in the coldI have been stranded several days I have replaced my battery several times I've had multiple test done on my car several times in talks a lot is responsible for many of the problems with my vehicle. All I am asking was to be reimbursed for the towing that locked out in the calibration fees I have been paying my bill on time for several years have never missed a paymenthe only reason I cannot get this out at this present time of my vehicle is because of ***** has backed up the courts I am stuck having this device in my car and at the mercy of them. They are blatantly changing their software And making it difficult for people who have no choice but to be at their mercy and they are finding ways so that they can easily collect more money whether it be for a calibration or a Lockout fee. If this was looked into to see how they have changed the way they do business over the years it is very clear to see that they are trying to trap the consumer into errors or something to Make something happen so that they can collect a fee. Oh and just to be clear I have not had any alcohol since 2014.

  

  Business Response

  Date: 01/04/2023

  A member of the Intoxalock management team has attempted to contact Ms. ********* but were unsuccessful.  We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
  
  After reviewing the initial complaint Intoxalock has agreed to waive the last lockout charge on file as it was done under reported vehicle maintenance.
  
  If you have any questions or concerns, you can reach the representative who attempted to contact you at ************.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18643620
  
  I am rejecting this response because:
  They have not rectified the issue.  I was very clear about the expense intoxalock has caused for me due to their BAD Business practices only meant to incur charges to people who are unable to do anything about it. They are taking advantage of people who have no repercussion but to pay or be without their vehicle.  Their device is connected directly into my ignition and that is the problem with my car and why it won't start. I had to have my car towed from Audi because they locked out the car which was reported in for Maintenance. I would love to have the media investigate what this company is doing.  I have first hand witnessed the changes this company had made in order to entrap people to incur more charges such as lockouts,  calibration fees and tow charges. As of today I am still owed 3 calibration fees 75 dollars and a tow charge. I should hold them responsible for having to take an Uber due to their faulty equipment which the intoxalock service center replaced the hand held device without notifying the company but charged me a calibration fee and when I asked him why he was charging me he told me I needed to get the money reimbused from intoxalock. Perhaps their service center needs Investigating too..

  I presently can not get my car fixed or it will be locked out again and will continue to get charged  because I need to take out the ignition module that more than likely was broken /ruinned because of the intoxalock device.

  The fact that my car was not in my possession and clearly at the Audi dealership and no one told them they could take the device to get calibrated or reset making me pay to have the car towed several miles days before Christmas . It took AAA 6 hours to get a tow truck to my car.  I was sitting at the dealership until after the closed by myself in the dark. 

  This was an absolutely horrible night. I was completely stranded almost 45 minutes from my home and had to take a lyft home. 

  All because they lockedout my car and I reported it to avoid this but they still made me tow it. Absolutely ridiculous.  

  I am looking to be reimbursed for everything I submitted in the initial  claim. There is no way I should be paying over 400 plus in a month plus still not have my car fixed.  I am afraid to get it fixed now.   I  have to Jumpstart my car every day because the device is draining my battery from the ignition.  I leave the car on a trickle charge at night to fully charge my battery. It is dead when I get out if work because the intoxalock or ignition module will not allow my car to shut off.

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

  

  Business Response

  Date: 01/13/2023

  A member of Intoxalock management has attempted to reach Mrs. ***** without success. 

  
  Unable to speak to Mrs. ****** I have left her a voicemail and sent her an email explaining how the vehicle maintenance process works. A credit of $200 was also applied to her account for any frustrations she experienced. If she is needing to file a damage claim, I can send the form that will need to be filled out and sent back along with pictures, quotes, or a receipt for the ************ she confirms that she would like the form, I can send it to her email address on file and go over the damage claim process. This process can take up to 30 days to complete.
  
  If you have any further questions, please call ************. 

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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 have had issues with Intoxalock from the beginning. Started with a faulty device, which at one point caused my car to shut off on the interstate, made me fail retests, made me fail starting testsall which was dismissed and not resolved for far too long. More recently, I incurred lockout fees due to unforeseen problems with my vehicle. After 2 lockouts trying to figure out the problem with my car, I took it to *****************. They insisted the battery wasnt the problem. Spent $500 to fix my vehicle. A week later, I didnt drive my car for ONE day, and the next day I came out it was completely dead, so another lockout. I finally was able to get it to an ************************** (my battery had a warranty, as it was less than two years old), and they said my battery was reading a FRACTION of what it should be considering its age. I was able to get the battery replaced for free thankfully, but I had ZERO issues with my battery or anything else electrical on my vehicle prior to the installation of the Intoxalock device. I have been very prompt with reporting vehicle maintenance and/or problems on the app, I have called, I have chatted with live representatives on their websiteneedless to say I have been consistent in my communication with them about everything. Never tampered with a device, never failed a test, nothing. I have been told that the charges for all the lockouts were reviewed and concluded that they wouldnt be waived, as if I had ANY control over it. I had been told multiple times that the fees would be credited back to my account. After some time of them not being credited I called again, only to be offered a payment plan to still get my device calibrated, but Id still owe the money. I will be going back to the battery provider shortly to confirm that this device is a parasite on a battery, regardless of the ** claims made by Intoxalock otherwise. This company is criminal. They know it, consumers know it, yet theyre still legally mandated.

  

  Business Response

  Date: 01/04/2023

  A member of Intoxalock management attempted to reach out to ************** without success.
  
  In order to try and resolve the concern ************** had about the lockout, I was able to credit three lockouts for a total of $164.64. The phone number on his account rings as inactive, so an email was sent advising him of the credit as well as my direct contact information should he have any additional questions or concerns.
  
  Please reach out at ************ if there is anything additional I can assist with.
  Thanks
  ******

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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 was scheduled to complete an intoxalock device removal from my vehicle on 10/26. Before the removal of my device, I had to call intoxalock to schedule the appointment, as well as, close out my account (customer #********. My account was closed and the device was removed on scheduled date. When talking to the representative, I was told once the device was removed, nothing further on my end was needed to close the account. Nearly 3 days later I get a charge to my card for $4 but ignored it thinking that I was just paying the rest of the outstanding balance on the account, but no... Intoxalock has been charging my car $4 every other week sometime twice a week , since 10/26 for "roadside assistance". I called customer service where they told me I needed to email and cancel the auto payment with ************************************** I did that and the service has been canceled, but they will not reimburse me the overcharge from the last two months. When speaking to leadership, she was extremely rude with no compassion or sense of understanding, and when asked why did no one communicate to me that I had an extra step to close my account I was told "We don't have to communicate that to you...You had the service available to you so you're not getting money back"-- How was the service available to me if my device was removed AND my account was closed? Being charged $4 over 8 weeks may not seem like a lot at first but it does adds up, and at this point given the poor service and lack of communication this is about principal. Intoxalock didn't do their due diligence to ensure I was throughly closed out and now are trying to keep my money for a service that in fact was NOT available to me. Overcharge dates: 10/31 - $4 11/14- $8 (charged twice)11/28 - $8 (charged twice)12/12- $8 (charged twice)12/23-$4

  

  Business Response

  Date: 12/27/2022

  A member of the Intoxalock management team has reviewed **************' account.   We regret any poor experience he has had with Intoxalock and apologize for any undue frustration she may have incurred. 

  We have cancelled her Roadside Assistance and applied a $40 credit to her account. $4 was used to clear the 12/23 charge and $36 will be refunded to her card on file. 

  If *************** has any additional questions, he may follow up with the Intoxalock management team at ************ or ************ or by e-mail at *******************************************
  

  Customer Answer

  Date: 12/28/2022

   
  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

  Date:12/27/2022

  Type:Service or Repair 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.

  Intoxalot has charged me a extra $75 fee because I did not supposedly remove the device properly. I have been using the device for over 2 yrs and removing it the same as as taught by one of the intoxalot people over 2 years ago. However, today 12/23/2022 I got a "lockout" message that is now costing me the money and then told after doing the same procedure for over 2 years that it has been wrong this also being despite the fact I've never gotten this message before fore removal of device from my car. I do not feel this is fair or just

  

  Business Response

  Date: 01/03/2023

  A member of the Intoxalock management team has reviewed ********************** account.   We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred. 

  We have applied credits for two lockout fees on the account in the amount of $80.54 each.

  If ****************** has any additional questions, she may follow up with the Intoxalock management team at ************** or ************ or by e-mail at *******************************************.

  Customer Answer

  Date: 01/07/2023

   
  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

  Date:12/27/2022

  Type:Service or Repair 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 called Intoxalocks customer service number to inform them that one of their service centers incorrectly installed one of the breathalyzers in my vehicle and was causing my vehicle to malfunction. After incurring several fees for violations such as unplugging the device while driving (which I was not doing) and disconnecting the negative terminal on my battery (I was not doing this either), intoxalock finally schedules me an inspection at a different service center who said the inspection could take up to an hour. That same service center has had my car for over a week and they have not been in communication with me about what is going on with my vehicle. I called them today (8 days later) and they said theres an issue with my account. Intoxalock has charged me so many fees they wont allow an inspection until I pay the fees that their device and their service center caused. They have literally stolen my vehicle. This puts me out of compliance with my states driving requirement and I could potentially lose my license. Why cant ********************** permit their own service center to do an inspection? It doesnt make sense and this should be illegal. When I call them now the representatives are hanging up because they dont know how to help. This situation has been a nightmare and has taken a toll on many parts of my life. I was better off taking the city bus.

  

  Business Response

  Date: 01/04/2023

  A member of Intoxalock was able to speak with ***************
  
  After speaking with **************, he informed me that the vehicle had been in the service center for four weeks.I reached out to the service center, which advised that they did do the inspection, and they determined it was not a device-related issue as the vehicle was still giving the same problem without the device. They recommended the vehicle be taken to their sister company, ******, as they were more equipped for vehicle-related issues. I advised ************** that I would be able to provide him with a credit for the last three lockouts. A total of $241.32, but at this point, with it being a vehicle-related issue, I can report maintenance, which he has to keep us updated on before the last day expires on the reported maintenance. Any lockouts that happen during the vehicle maintenance report, we will be able to waive. Maintenance was reported from 1-4-23 until 1-6-23. I also went over removal information with him, should he choose to remove unauthorized.
  
  Please feel free to reach out with any additional questions at ************.