Complaints

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

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• 

  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  617 S Knik Goose Bay Road Suite L Wasilla, AK 99654

• 

  LifeSafer

  2881 S 31st Avenue Unit 13 Greeley, CO 80631

• 

  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

• 

  LifeSafer

  321 W 5th Street Waterloo, IA 50701

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:08/26/2025

  Type:Billing 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 submitting this formal complaint regarding the unlawful processing of payments in violation of the contractual agreement between myself and Lifesafer dated 8/15/25
  
  Per the agreement, the payment obligation was clearly defined as $89.00, with no authorization provided for charges exceeding this amount. Contrary to the terms, on 8/15/25 the amounts of $150.00 and $89.00 were debited/charged without my consent. These actions constitute:
  1. Breach of Contract – by disregarding the expressly agreed-upon payment terms.
  2. Unauthorized Transactions – in violation of state and federal consumer protection and financial regulations governing unauthorized electronic transfers and unfair billing practices.
  
  As a result of these unlawful deductions, I hereby demand:
  1. Immediate reversal/refund of all unauthorized charges totaling $150.00
  2. Written assurance that no further unauthorized deductions will occur.
  3. Correction and compliance review of your billing and payment processing practices to prevent future violations.
  
  Please be advised that if this matter is not resolved within [14 calendar days], I will escalate this complaint to the appropriate regulatory authorities, including but not limited to:
  • *** ******** ********* ********** ****** (****)
  • *** ******* ***** ********** (***)
  • The [State] Attorney General’s Office
  
  Furthermore, I reserve the right to pursue all available legal remedies, including claims for damages, attorney’s fees, and costs, for the breach of contract and unauthorized financial activity.
  
  I expect a written response within the time frame stated above. Failure to resolve this issue promptly will leave me with no alternative but to escalate accordingly.
  
  Sincerely,
  ******* ******

  Business Response

  Date: 08/27/2025

  Contrary to *** ******** claim in this complaint, she's the one who's actually been in breach of the agreed-upon terms. On 5/1/25, *** ****** spoke to Nate from our Account Resolution Team, and it was agreed that *** ****** would pay $89 in addition to all current fees due each month. The only reason we attempted to collect the large sum on 5/8 was because *** ****** activated autopay, and that system will take the total amount due, along with any past due. *** ****** cannot be on autopay until the past due balance is clear. 

  With the terms of $89.00, plus current fees each month, starting in May, *** ****** should have paid LifeSafer a total of $620.56 so far. Instead, she has paid us $417.00. To resolve this complaint, we are willing to let *** ****** restart this payment plan of $89 plus all current fees each month, starting again in September. She is not due any refund at this point, since she's in violation of those original terms and has not overpaid based on those terms. Also to be noted, these terms are dependent on *** ****** getting service every month, which she has not complied with to date, as she did not get service, nor pay, in the month of June.

  The LifeSafer Reputation Manager will be in touch with *** ****** shortly to discuss this and ensure we're all on the same page. 
  
  

   

• Initial Complaint

  Date:08/23/2025

  Type:Billing 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 not sure if this is the correct lifesafer, but they are a conglomerate of the same company in ********. They are approved through the DMV but are practically scamming people. They’re are several reports of people being charged without reason, charged after service or court order discontinued, and have no customer service or representatives to dispute or communicate account charges. I was paying 75$ a month and now am paying 300$ a month without explanation, their billing line is disconnected and customer service(after waiting for 1-2 hours) only transfers you to the disconnected billing line. Leaving customers with no option or explanation for their high and increasing bills. The only way to stop them billing is to cancel a card.

  Business Response

  Date: 08/25/2025

  Regarding billing, we charge for the length of time the device is used. We do not charge by requirement length. This is because clients may choose to keep the device longer than needed voluntarily, but also, clients must keep track of their requirements and request removal when allowed/wanted.
  In many states, we don't have access to clients' driving records and end dates, and even where we do, we would not know if the client had additional requirements from courts or POs that would require the device longer than the state entity (DMV, DOT, DOR, etc). The interlock company becomes culpable for incorrect information if we advised clients that they could remove the device on a date we had received from the monitoring authority or elsewhere. Because there’s always a possibility after removal that the client gets penalized by the court or probation for removing before they were actually allowed, since we’re often not privy to court cases. There’s also the possibility that there were additional DMV/DOT/etc. cases we hadn't been informed of or began after the initial installation.

  We don't have a separate billing line, but we do have a department that handles payment plans for past due balance, which *** ******* has spoken to that department and has an active payment plan. I listened to *** ********* most recent call, and we only referred him to CO DOR for financial assistance, which is provided by the state, not the interlock companies. *** ******* has never been on a $75 per month fee schedule, he has been paying more the last several months due to his appointments not being kept. Each time a client has an appointment that isn't canceled or rescheduled at least 24 hours in advance, the appointment is labeled as missed and a Missed Appointment Fee is automatically populated on the next invoice. The agent *** ******* spoke to this weekend advised him of this and clarified the process that must be followed. This is the only increase his bills have had. What he may be mistaking for increases is where he doesn't pay consistently or doesn't pay the whole bill, leaving a balance for the following month/s. 
  I have attached a spreadsheet showing all of *** ********* invoices, showing the charges and the payments.

  The LifeSafer Executive Resolutions Manager will reach out to *** ******* later today to go over the spreadsheet and answer any questions he may have. 

• Initial Complaint

  Date:08/19/2025

  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.

  They are saying I have violations ********** I didn’t do anything. If they were not bogus then why they have to lie about them and be deceptive in the beginning. They are saying they have no access to them but that’s not true because they are feeding them codes. I don’t drink. No reason for me to have violations.

  Business Response

  Date: 08/20/2025

  We appreciate Ms. ********'s feedback and understand the concerns regarding violations. However, device settings are determined by state regulations, not the interlock industry. All states have a timeframe in which retests (test requests after the engine was started) must be taken before a violation is recorded if that test is not passed. There is no exception for attempted and aborted tests, it simply must be passed in a certain timeframe, or a violation must be recorded. Each state has their own settings to determine how many are allowed before the device must go into recall and have a reset service performed to prevent lockout. 
  Retests are required in all states to prevent drivers from having another person take the test to allow them to drive over the legal alcohol limit or to prevent a driver from starting to drink after the initial test was passed to start the engine.

  We're unsure what Ms. ******** means when she talks about codes.

  While it is true that our call center agents are not trained to read reports and, therefore, do not have access, we have people in management and on our Reporting Team that can help Ms. ******** with this. LifeSafer's Resolution Manager will be in touch with Ms. ******** to assist.

  The only charges Ms. ******** has incurred so far are the regular monthly lease fees and shop labor fees; penalty fees for resets so far have been waived, so we'll address her request for $200 when we call as well.

• Initial Complaint

  Date:08/13/2025

  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.

  been on an interlock device for 6 months. The unit given was not working properly. I went in to ** medical center came out device was locked in order to correct it i was billed a reset fee, made to drive 300 miles one way to get rest. There were at least 3 lockout these lockout were reported to the state as violations for alcohol. The state made me do another 3 months. Lifesaver is a racket run by the state. The dates of service 12-17-24

  Business Response

  Date: 08/14/2025

  We have reviewed all logs, and there were no device malfunctions. Each time the device is serviced, it is recalibrated. If it doesn't recalibrate to within .005, then it will be swapped out. The only time a device was swapped was due to it not recalibrating within range, which would not cause any improper readings on the device. We did not report an "alcohol violation" where one hasn't occurred. What many interlock clients don't understand is that there are violations set by their state that aren't related to alcohol specifically. States have a timeframe in which retests (tests after the engine was started) must be taken. In ********, that timeframe is 5 minutes -- if the retest isn't taken within 5 minutes, a violation must be recorded -- after 3 have been recorded, the device must go into recall status, where the device will begin a 7-day countdown to lockout. If the device isn't serviced in that very clear 7-day countdown, only then will the device lock out. While clients are responsible for knowing and adhering to their state's regulations, we do our best to help them understand.

  LifeSafer's Resolutions Manager will be reaching out to *** ******* today to discuss and ensure he understands to avoid additional extensions.

• Initial Complaint

  Date:08/13/2025

  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.

  Had the device installed on 5/17/2025 from COURT ORDER. Having the device installed would enable me to request a hearing with the ******* Admin DMV (which I did already) to regain my hardship license. I hired a friend and paid the friend to take me and the car to the installation. I DID NOT (and still dont) have a valid DL as awaiting the DMV hearing. No problem. Paid and scheduled next calibration which was in June 2025. Paid my driver and Lifesafer. Next appointment in July 2025, shop was closed and no answer from the shop. Called Lifesafer (on hold forever) and they told me that I could not have the device calibrated again until I got a valid DL. They suggested I have the device removed until I did get my DL and I told them in order for me to be eligible to get my DL back, the device was mandatory. So now they have locked me out of the vehicle, of course when ready I have to pay a lockout fee for it to work again. Plus I have to worry about the battery dying because the car has not been started since July and if I jump start the car, its going to look like I am tampering with the device! Lifesafer said they received the denial from DMV so I asked them to send me what DMV sent to them. They had nothing to send to me. Now I am getting ready to make my FOURTH payment on the device, cant get it calibrated and surely the battery is dead by now. Just headache after headache with this company. I just want my vehicle taken off the lock so that I can keep it running and wont have to worry about their stupid violations. Yes, still waiting on DMV to schedule my hearing, so basically, I am at a lose as to what I can do on my end. Just ridiculous. Took my money for install, calibrated the first month, now denied to have it serviced like I am supposed to. I was doing everything I was supposed to do on my part and paying a friend $$ to transport me and the vehicle to the appointments. RIDICULOUS!!!!

  Business Response

  Date: 08/14/2025

  We understand the frustration and confusion. Everything regarding interlocks is determined by state regulations, not the interlock industry. 
  Whether ordered by the court or ******, interlock clients need to have a valid driver's license while the IID is installed because if it is revoked, suspended, cancelled, etc., they are not driving legally. Sometimes, clients install the IID but are unable to reinstate their license. Unfortunately, if they are unable to reinstate it, they need to remove the device. If she has questions regarding when she is able to reinstate her license or any other questions regarding her license status, she will need to contact ****** at ###-###-####. Every client will have a suspended/revoked license upon installation, and it is their responsibility to obtain a valid DL after getting installed. 

  The LifeSafer Resolutions Manager will be reaching out to *** ****** today to discuss and assist further.

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  They have failed to provide any documentation that says anywhere that there is a certain amount of time that my license has to be active in order for them to continue serviceing the device on my car.  I keep getting the run around and they are failing to show anything that it is a state or federal law that says this.  Talking in circles is all they are doing.
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 08/22/2025

  The only documentation we have to prove this is our contract with the DHSMV. We are unable to provide the contract between state governing authorities and us due to it containing sensitive information.

  Aside from that, LifeSafer's client contract permits us to terminate the service agreement at any time we choose, but also specifically advises that if the client's program (the program requiring the interlock device) has been revoked, suspended, or canceled, this agreement will terminate.
  That particular portion of our contract states: "This Agreement shall terminate immediately if the Service Provider receives notification from the Administering Authorities that the Client's participation in the Program has been revoked, suspended, canceled or otherwise terminated."
  This portion of the contract was sent to *** ****** on 8/18 via email.

• Initial Complaint

  Date:08/08/2025

  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.

  Lifesafer has been a headache since the start.. The amount of money they charge is ridiculous.. I have been trying to settle a billing issue for over charging on services that I'm not going to use after Aug 14 when I have it Uninstalled.. I have just went to get it calibrated on Aug 7. Now its a balance due of 164 after I have paid what I owed of 102 after the techs told me it was free for 30 days when I went in for my final download then charged me a missed appointment fee when I was just there 2 days previously and it was calibrated then. Then lifesafer told me I should have called and canceled and its no refunds. What?? Now I have a balance of 164 and no real explanation but its calibrated until sept 3.. when I'm getting it out on Aug 14.. Lifesafer is a scam and I can see why they got sued previously..

  Business Response

  Date: 08/11/2025

  The issue occurred because the final download was done on 7/14. *** ****** was approved for removal on 7/15 and was notified by us via email. That final download month ended on 8/6 (it was a short month because of a previous autopay payment being declined), throwing off *** ******** paid-to-date. He should have removed the device between the 7/15 approval and 8/6. Since interlock companies in ********* only give one month free for final download, *** ****** is required to pay for any additional final downloads or services done after that free month. However, to resolve this complaint and make things right, we have cleared the balance from *** ******** LifeSafer account. 

  Customer Answer

  Date: 08/11/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:08/01/2025

  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 using the LifeSaver interlock service for 19 months. My vehicle needed repair, and for the mechanic to work on my car, LifeSaver needed to send the mechanic an override code. The mechanic and I filled out all of the required documents and emailed them to the listed email address on the form. I have called and chatted with LifeSaver for almost two weeks. LifeSaver verified that the documents were filled out correctly and that they had been received. LifeSaver said that the mechanic would receive a call with the codes in 24 to 48 hours. It has now been two weeks, and the mechanic has still not received the override codes. I have only 2 months of required monitoring left. I would simply ask that LifeSaver send the code to the mechanic.
  
  LifeSaver contact information:
  ###-###-####
  ###-###-####
  
  My account information:
  **** *****
  LifeSaver account number: ***********

  Business Response

  Date: 08/01/2025

  Per *** ******* call on Monday, the Mechanic Affidavit form was only sent after hours Friday, meaning it was basically sent over the weekend as the department handling it only operates Monday-Friday. (It had attempted to be sent earlier in the week but was blank.) We contacted *** ******* repair shop on Tuesday (we had to leave a message) and advised that the affidavit we received Sunday was not completely filled out and we were missing the secondary document (something on repair company letterhead) -- per Instruction #2 on the affidavit form. After that, the repair shop filled out the missing information and resent it, but failed to send the secondary document again. Again, we called *** ******* repair shop on Wednesday and left a message advising of the missing document. We finally received the secondary documentation yesterday, 7/31. We advised *** ***** that we'll be in contact as soon as we can, but effectively, the 24-48 hours starts only once the proper paperwork is received for fairness to clients who have sent in proper paperwork prior to his being received. 
  

• Initial Complaint

  Date:07/28/2025

  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.

  There's a reason this business is not accredited. They are fraudulent and will give you the run around when it comes to getting your device Uninstalled. Calling them will only leave you on the phone for hours on end with no resolution. They just state your estimated wait time is more than 10 minutes. They have charged me time and time again for lockouts for reasons that dont even make sense. How can someone have alcohol on their breather and then pass less than 5 minutes later??

  Business Response

  Date: 07/29/2025

  We appreciate the feedback and understand the concerns regarding fail readings. State regulations dictate all Ignition Interlock Device (IID) settings. Please note that the IID will register any trace of alcohol from any source containing it. Even police breathalyzers work this same way. Breathalyzers and interlocks can't determine the difference between alcohol from wine, liquor, beer versus mouthwash, overripe fruit, yeasted bread, cologne, etc. This is why we advise clients to avoid eating and drinking before and while driving, don't use cleaners, colognes, air fresheners shortly before driving without airing the vehicle out, and being mindful of what's used in the vehicle and on their body before entering the vehicle.

  If a client's state requires that their device go into recall and require a reset service to avoid a lockout after any fails (most states do) -- then the client will be required to pay their interlock provider to provide that reset service. Only the client can control what substances are presented to the interlock, and the client is responsible for ensuring they don't get any fails. Interlock companies are simply providing that reset service that your state regulations mandate to remain in compliance. This is standard practice across all interlock companies.

  The LifeSafer Resolutions Manager will be reaching out to Mr. ******** shortly to discuss further. 

• Initial Complaint

  Date:07/28/2025

  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’ve completed all requirements for my ignition interlock under ***** law, but LifeSafer is refusing to schedule a removal and has me down for another calibration after my term is already over. I’ve been trying to contact them for days and was on hold for over an hour with no resolution. This delay feels intentional, and I should not be charged extra or forced to keep a device I’m no longer required to have. I’m requesting that LifeSafer immediately remove the device, cancel any upcoming calibration fees, and confirm that my account is closed. Their lack of communication is unacceptable, and I don’t want to be penalized because of their system failures.

  Business Response

  Date: 07/29/2025

  We apologize for the long wait times. This is a staffing struggle, not intentional to make things more difficult, as it's difficult for us too. ***** is very strict when it comes to device deinstallation. By law, we are not permitted to remove the device without explicit permission from ***** Probation and Parole. We reached out to ***** Probation and Parole on 7/28 to confirm completion or non-supervision, and are still waiting to hear back from them at this time. We will reach out to *** ****** as soon as we are allowed to schedule her removal. 

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I emailed on the 22nd regarding my removal why is it being sent a week later? I want it to be clear that I will not be paying for a calibration. I did my job and their staffing issues are not my problem. I pay too much for them to not be able to have a staff that can properly serve their clients. 

  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 07/30/2025

  We cannot find an email on 7/22 or any other date. If *** ****** can advise what email she sent it to, we can investigate it further. At this time, we are still waiting on responses from any of the 3 emails for ** officials we emailed. It can take several days to hear back from them and we are simply not permitted by law to remove without that authorization. If *** ****** has a particular person of authority to assist with moving this along, please ask them to send the authorization to [email protected] as soon as possible.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
   This matter has been settled and I would like to withdrawal my initial complaint. 
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:07/23/2025

  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.

  They have unreliable service. I have their interlock installed in my car. On the 4th of July I was unable to start my car. It stayed parked at my work for 5 days! During that time I tried unsuccessfully to use the interlock but it would always abort. I reached out every day for assistance by phone and by chat. No one would assist. On July 10th I paid for a tow service to tow my car to their Tech in *****. I paid $175 for that service. They will not compensate me. I need my car for work! I explained that several times. The tech was also ignoring my calls. A newer Interlock was installed on 7/10. It is very complex to operate. No one helps! I noticed Lifesafer charged me $ 182 on 7/10/25. They withdraw money out of my debit card without any explanation. I am furious to learn they charged me to change faulty Interlock.

  Business Response

  Date: 07/24/2025

  We’re hate to hear about anyone experiencing a difficult time with the LifeSafer device. We are looking into this situation and will be in contact with Ms. ********** shortly.