My experience has been pretty much fine up until this point. It's a cheap option so I don't expect them to be super amazing, but it's grown increasingly frustrating. I've personally had no real issues with the device itself and maintenance but the customer service has been difficult. Minimum 30 minute wait time, up to 4 hours at the worst, and the people that you speak to don't always seem to know as much as you'd like. I used to at least be able to hold my place in the wait and request a call back when someone was available but that option doesn't seem to be there anymore. I'm in a PTI program and only need to use the device for the first 6 months as long as I'm compliant using it everyday. I have recently learned from my supervising officer that the reports that she gets from them only indicate the car starts, stops, and retests. I was never told by anyone that I had to start my car for it to report and have been using the device without starting it on the days I didn't work or go anywhere. During quarantine I was not working or going anywhere most of the time and was using the device without starting my car the whole time. In out last phone meeting she told me what her records say, and this has caused my officer to consider me non-compliant and unless I can get Guardian to provide information to the contrary I have to use the device for another 3 months. I assume that since the device takes my picture and records my BAC there have to be some kind of records for the times I used the device without starting my car and they're just not included in what my officer is receiving. I have been trying to get in contact with the reports department on my days off for 2 weeks now as, but I have not been able to get a call back or on the phone with someone this whole time. Left a voicemail 4 different times and never heard back. They ask you to leave a client ID in the voicemail but I don't believe I've ever been given one. At the very least that information is not available to me at this time. This could potentially cost me hundreds more dollars if I have to continue using the device past the time than I needed to and a simple phone call could fix this. I'm not sure why it wouldn't send this information to begin with to be honest. If part of my program is using the device daily it would be unreasonable to have to turn my car on for it to count. I'm optimistic that I can resolve this issue but it's been difficult. Basically it's probably the most affordable option and will get the job done but it comes with difficulties. Customer service is a headache and they either send incomplete records or don't record your use if you don't start your car but don't tell you that.

We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, your patience is appreciated. I do show that our reporting department reached out to the probation officer we have on file for you yesterday via email to see what else she may need. Today, I have escalated your concerns to our reporting department and they should be reaching out in 48-72 business hours (not to include nights and weekends.)

Dealing with Guardian Interlock was the Worst Experience of my Life... I was only required to use device an IID for 6 months. Upon completion of my 6 months, I contacted Guardian to send me my release paperwork. Guardian Interlock HQ refused to release my certification of completion to the courts. They added 2 months to my time with the device in my vehicle and made me pay for those additional 2 months of fees. I called their service line everyday for a month and was constantly hung up or transferred to a dead line. All I needed was one simple release form. I never raised my voice or was rude, their customers service department just acted this way. After a month of this, I eventually contacted my attorney to deal with Guardian and it took my fabulous attorney over a month to receive the release paperwork to remove my device with the courts. If my attorney had not take mercy on me and done this work pro-bono, I would have been stuck with an additional $1000 bill to receive a simple document. and I still had to pay Guardian for the extra 2 months of the device. How can this be ethical? AVOID THIS COMPANY AT ALL COST. All of these stresses will COST you money. Shame on you Guardian, you have been in business for 35 years and never been BBB accredited. Want to guess why?????

Our notes show that our reporting department sent the paperwork to the state the first time Mr. ***** requested we do so, on 9/14/18. Mr. ***** has been deinstalled and not a client of Guardian since 12/21/18.

Guardian responded and claimed they sent it to courts on 9/14, after my first request. That's a lie. The sent it to the county court instead to the municipal court, despite my specific request. Irregardless, this wasnt finished until 11/28/2018 to when I received my paperwork. I have the emails from guardian and paperwork confirmed these FACTS about delivary time for completion form . Guardian attempted to say I am not being truthful and I have the email correspondence to prove all my claims. I made a total of 20 calls and many emails over the course of months to resolve this issue and guardian had no interest until I hired an attorney. Consumer beware!!!!