ComplaintsforLifeSafer

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  STAY AWAY!!! WHERE DO I BEGIN?! From the lying agents to the predicament I am in because of a mechanic affidavit!! My vehicle has been in the mechanics parking lot for a WEEK!! My vehicle after getting an oil chg & battery check on 4/12 was great. Batter was at 13V, you need 12V for interlock. Come Saturday 4/13 coming down the mtn back to Denver my battery light flashed and steering wheel locked up! We went up there the day before to celebrate my daughter turning 6! The 3 of us in the car could have been deceased! The most scariest situation! The interlock either drained my battery or alternator. The lights turn off after we veer off for a bit. Next day 5/14 service and lockout are flashing and battery light is back on! I call Lifesaver after an hour hold and I get 0 help. Expect to see a technician 3p the next day, Monday. Monday 4/15 head to college classes and out the driveway steering wheel locks up AGAIN!! I park and go crazy. On hold with Lifesafer for 2 HOURS and no one answers. I call a mechanic make an appt to have car towed in Wed 4/17! My car has been in their parking lot because it locked out & the mechanic had to go through hoops and yoyos just to get their RIDICULOUS AFFIDAVIT right! On Saturday THEIR AGENT stated, “first thing Monday morning someone will be giving the mechanic a call to instruct them how to bypass the interlock”. Here we are 12p Monday and Lifesaver HAS NOT SENT THE CODE TO THE MECHANIC WHO HAS BEEN OPEN FOR 4 HOURS!!! Your device could HAVE KILLED US! Agents are lying saying they’ll call back with a reason the mechanic hasn’t been called. That was 2 hours AGO!! I am contacting an ATTORNEY TODAY MARK MY WORDS. I also record everything because I learned the hard way. This is going to be a bad lawsuit and I can GUARANTEE I am NOT THE ONLY ONE who this has happened to. OH, I’ve spent $400 in rentals and after I pay the mechanic, I have to sit & wait for another code because I’ll still be LOCKED OUT for nothing!!! Monday

  Business response

  04/23/2024

  Thank you for taking the time to bring this to our attention. You are important to us and we sincerely want to ensure you get the assistance you need when you call our Customer Support Center. Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.

  Customer response

  04/25/2024

  Better Business Bureau:
  
  someone reached out to me and explained a few things. She listened to me and let me know what was going on. I feel much better. At the time the situation was frustrating for what I had to deal with. The affidavit is there for my protection incase someone happens to the vehicle while being worked on. The mechanic made a few errors in getting it sent over and it ate up time. I appreciate Lifesafers prompt response in the manner. 
  
  Regards,
  
  ******* *
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company states that they have 24/7 customer service for 365 days per year. However, you cannot get a customer service representative on the phone unless it is in the middle of the night. Their customer service chat portal is frequently not functional. This company provides a service that deals with the operation of your vehicle. As a result of the inability to contact customer support I cannot get my vehicle serviced by a mechanic. The only department that answers calls is the sales department. Inability to use your vehicle, especially in an emergency situation, it critical. This company sells a product but does not support the product that is sold. I live in a rural area without public transportation. I cannot afford to pay a new installation for a device from another company. This company simply sells a product, does not provide the support to customers that is promised and advertised and renders users to be unable to use a vehicle. This company puts many people in a critical situation by locking out their vehicles and not responding to multiple calls for assistance. Their chat system that they promote never functions. There is no answer, even from AI. This has been a problem that I have encountered for over two years with Lufelovk. This is not a singular occurrence.

  Business response

  04/09/2024

  We truly apologize for any difficulties when trying to reach us. Call centers are struggling right now, but we're always implementing new strategies to try to reduce wait times. The chat function issues are puzzling because we had other chat conversations happening successfully at the same time *** **** was having issues. Please know that we don't use AI to respond to chat messages, only real people, so it may take a bit longer to ensure our responses are accurate and not generic. Our resolutions manager will reach out to *** **** for assistance shortly. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract March 1, 2024 with life safer to complete a required interlock period for the last step of my license restoration. I have had this device installed in my boyfriend's vehicle for over a month now. I've paid for the install, the calibrations, and monthly services without even having services rendered. In calling *******, they have all the paperwork needed to send me a photo card and start my ignition interlock limited license. However, as of April 1st, ******* has informed me they are still waiting on the paperwork from life safer in order to process the camera card. After many unanswered phone calls and emails, I still have yet to be contacted by life safer. Not only have I been paying for these services, I cannot even get in contact with anyone to fix the problem, in order for me to drive and obtain the necessary credits to be applied to my limited license time period. They were quick to respond to get me to sign up with their company and pay for their services, but once I became a paying customer, their response to any issues has drastically faltered and I'm left paying for a service that I'm unable to utilize. I would like a full refund for all the money I have invested in this device, including the installation fee and removal fee for the major mishap and headache this company has provided me by not following through with their contractual obligations!

  Business response

  04/09/2024

  We hate to hear of any delays for our client. We sent the forms for *** ********* on 3/11, just a few days after installation. Unfortunately, *** ********* filled her forms out incorrectly. She put her last name in the address spot, her street address was missing altogether, and she checked the box stating "I don't own any vehicles", instead of the correct box, "I will operate the vehicle(s) listed above." Once *** ********* submitted this complaint, our ************ LifeSafer office pulled her paperwork and found the mistakes. We corrected those mistakes and resubmitted the corrected form to ******* today. 

  Considering the mistakes were *** *********** mistakes and she is responsible for providing correct information and paperwork, we will not be refunding any fees to *** *********.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was convicted of a DWI in June 2023, I have an interlock that was installed. I have had to have to devices replaced. The first one was $53.10, due from malfunction of device. They replaced it for the fee, no alcohol detected. On April 4th 2024 had to have another replaced at no charge. I work hard for my money and I am extremely upset and cannot get any help from anyone. All is Interlock is , is just a big money maker that cheats honest people!

  Business response

  04/09/2024

  The charge of $53.10 on 3/19 was not due to a device malfunction, it was due to a client violation. The device was swapped out on 3/28 and 4/4 as a precautionary measure due to testing concerns. Ms. ********* was not charged a fee for either of those 2 swaps.

  Our LifeSafer Executive Resolutions Manager will be reaching out to see how we can best assist you during this time.

   

  Customer response

  04/10/2024

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

  Hello ********,
  As you were trying to explain about the Interlock device today. Obviously u never
  tested one out to see how dangerous and malfunctioning they are. If so you would understand 
  what the problems and dangers are all about!!!! Am I correct?
   
  When I had the Interlock installed , I was told to hum Do into the mouth piece! No one explained 
  to me about what food u could nor could not have! Especially food pertaining to Ethanol alcohol.
  Not even sure what foods have any of this in it, I wasn’t told and was not aware!!!!!
  
  The device will go off 5 to 15 minutes when you are in the car and have just drove down the road!
  It goes off anytime! As I stated earlier during the conversation, to be put in a situation when your
  concentration is on safety and driving! Having to remove a hand off of the wheel especially moving at 70 miles per hour in traffic. Semi Truck directly behind you and cars passing on each side. Yes it is putting everyone in the car and the other drivers in a dangerous situation when that device goes off and your eyes are taken off of the road to blow into a device that u don’t know if it is going to state breath too cool or humming and loud and steady enough!!!! Well at that moment you get nervous while driving and not knowing what is going to happen to your car! No one ever explained  any of this to me!  And yes this is a messed up concoction Va came up with! I  never received a manual! If there is such a thing!
  
  And as far as adjusting a radio , or AC in the car. You may do all that playing with buttons in your car!
  Absolutely not me! Before the car is put in drive my AC and radio is adjusted!
  I have been rear ended, I had to have a fusion 3,4,5 thru 6 so no realistically I do not play with knobs in my car!
  
  As far as pulling over to blow on something, I am not sure what world you live in or drive in. You cannot always pull over! Unless you want to cause a wreck and kill yourself or someone else. When you are on a freeway how do you expect to pull over? You tell me!
  Even on an interstate, impossible! 
  
  The device is unreliable, and I totally agree they need something to prevent drunk drivers from getting in a car and driving , but this device is not it!
  
  Also my Parole Officer is never in her office nor will return your phone call! Call Interlock and no one answers! Ever!
   
  They may call you back in an hour! I had to wait on a dark side of the road because my device was reading breath too cool, then the second one wasn’t humming loud enough nor steady. So I wait by the road by my self in the dark, finally an hr or so later someone calls and says disconnect the negative on your battery!
  Well I don’t know anything about cars period! I did not know which one was the negative nor positive!
  It was dark! Finally another hour later my husband shows up with a flashlight and a wrench to loosen the neg. battery connection and disconnect for 30 seconds then it SHOULD START! It didn’t, took at least 3 to 5 more tries!
  
  Remember I am not in a very good neighborhood! This should have never ever happened! The devices should not be recycled! That is crazy! So this is like playing Russian Roulette!!!!!!
  
  NOT SAFE!!
  
  Say what you want to save your job, but people are being put right out there endangering their lives with this thing!
  

  
  

   

  Business response

  04/10/2024

  We reached out to Ms. ********* and explained that the device settings are regulated by the state and NHTSA. We cannot change the requirement that a test must be taken within 15 minutes or a violation will be recorded. We cannot change that the tests are random to prevent planned circumvention by allowing a individual who isn't driving to take the test. 

  As stated previously, we only charged her extra fees one time for a state-mandated violation. That fee was refunded to her despite that being against our normal protocol. We changed the device as a precautionary measure because she was having trouble testing. 

  We have addressed all concerns presented to us and we have taken action where possible. At this time, Ms. ********* has rejected our response but has not given us an actionable item for us to attempt to resolve further. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Life safer is absolutely horrible business. Their prices vary month to month. The customer service is awful. Over one hour wait times to talk to a representative. Chat option from the website is vague and also takes over 20 min to get a response. The device they send continuously has issues with no fault of the paying customers. They charge every time they have to overnight a new device. The device locks out over a week in advance of scheduled payment. Had to pay towing fees and shipping fees for a new device when it has been zero reasons on our end. We have spent well over 500 dollars in the last two days. Since we went with this company in October it has been multiple times a month that we have ran into problems with their devices.

  Business response

  04/03/2024

  We're sorry to hear of any negative experiences with our customer support team, especially in addition to hardships with the interlock device. Someone from the LifeSafer management team is looking into this and will be in contacts oon.

  Customer response

  04/04/2024

  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

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was incarcerated as of 12/5/22 until 1/22/24 and in October of 2023 there is something on my credit report that states I owe $199 to *** ******** and I never received anything in the mail stating I owe this money. I talked to the people at LifeSafer and they stated that I was to not owe any money to them when I was done speaking with them in the year of 2022 sometime. If I owe that money, that’s fine, but I do not want that to be affected towards my credit report due to the lack of communication between the company and I and due to me being incarcerated and not being able to pay/receive mail.

  Business response

  04/03/2024

  LifeSafer and *** ***** were communicating through June-September of 2022 regarding his vehicle no longer being operable. The device was not deinstalled on his account until the following February when an invoice for the deinstallation fee was created. We are unsure why there was such a long delay between these 2 things. Our collections team saw the balance created in February and began the collections process. We did sent a pending letter to *** ***** in September 2022 due to the account appearing past due for service. We then send a collections notice in June 2023. The collection notice letter, the invoice for the deinstall fee have both been attached. 

  Due to the uncertainties on our side regarding *** ******* situation, LifeSafer has decided to clear his account balance and cancel the collection claim for him. The collection closure letter is also attached to this response. Thank you for allowing us the opportunity to resolve this. 

  Customer response

  04/03/2024

  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had this device installed December or 2023 and it's been nothing but a significant issue in my life, since. The first device installed was faulty (the camera wasn't recording) and had to be replaced. However, I had a violation for "missing" a blow test for letting my car warm up. I called Lifesafer and after waiting for 15 minutes or so, finally talked to someone and was told this wouldn't be a violation, and I certainly did end up with a notice from the ***. This happened several more times and I asked for a report through Lifesafer's chat service. I still don't have that report. I also found out the hard way that breath spray and certain mouth washes will give you a Failed Test (even if you pass the test minutes later). This device is creating a significant amount of stress and anxiety. I have also tried to reach out to the *** and haven't heard back from them, either. Long story short, my time in this program has been extended and I can't seem to have an avenue for discussion or explanation. This has got to be resolved.

  Business response

  04/01/2024

  We apologize for any misinformation or misunderstanding regarding violations. We have no authority over what is considered a violation by the state. Interlock companies are only permitted to send report to the state exactly as the device records it. The LifeSafer Executive Resolutions Manager will be reaching out to you to see how we can best assist you during this time.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Lifesafer for a 2 months service term due to my bail condition in Dec 2023. I asked for a special rate for a new customer. He said he can't because I only need the device for 2 months. He was able to if I signed for a longer term which at least 6 months. He told me the installation is $145 for that day. I ended up paying $221.56 for that installation because my car was "high-end" ( just a ****** ***** ****. How high-end is it?) Anyway, the installation was done. Nothing else I could do. 3 months later, I completed my court and has to be in probation for 1 year. I called Lifesafer to ask if I can resign with them for 1 year term with a more special rate better than $58 every 2 weeks. After waiting for almost 1 hour just to get someone to pick up the phone, they said no because I am an "existing customer." I told them since my initial contract was over. I only signed for 2 months initially, I would like to cancel and switch to a different company. They told me I have to pay $250 early termination fee. I chatted with Lashara on Wednesday. After checking with someone she made up an appointment at the install place for 12 pm and told me I only have to pay $75 removal fee only. I can't have the device removed that day because my new company didn't have the set in stock sameday. I made appointment with the install place to come back the next day to have the new device installed and removing Lifesafer device. When I arrived, he informed me that I had to contact Lifesafer to appointment today, not yesterday for the removal. I contacted another agent, Gretchen, via chat portal. She now told me that she can't schedule me until the reporting department approve my cancelation request. I told her that the rep yesterday was able to make my appointment. She told me she does not know and nothing she can do right now. Gretchen told me that I have to wait 48 hours or I have to contact the reporting department myself. I called and of course, it has been almost 1 hour.

  Business response

  04/01/2024

  LifeSafer did not receive notification of this complaint and happened to see it in our BBB portal today, so we do apologize for the delayed response.

  Our system shows that *** ****** had the device removed on 3/28 for no additional fee. The LifeSafer Executive Resolutions Manager will contact *** ****** to ensure all is satisfactory at this time. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been horrible from the beginning, but when my portable devices charging port stopped working 2/11 I was told I would have half off of my month in March, and that so far hasn't happened, they are now demanding I pay the full month, in spite of being without the device for 12 days. I've talked to my attorney who said I now have enough for a lawsuit from the amount of times this company has tried to scam me in some way, but I'd also like to warn others of what they're getting into. This company is a scam, the employees are horrible and I have a hard time believing that they're a legitimate company at all. If you have problems you will commit no less than a full day to trying to get help from them and most of the time when you finally do you get some rude person that talks to you horribly. Use literally any other company!!!

  Business response

  03/25/2024

  *** *****, Thank you for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will contact you to see how we can best assist. 

  Customer response

  03/25/2024

  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 have not received any follow-up from the business whatsoever. The only communication that I have had with the business was before the complaint was made. 

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

  Business response

  03/26/2024

  We contacted client on 3/25/2024 and discussed the complaint. We provided the credit promised, and provided client with direct contact information to the agent assisting in case the client had any further questions or concerns. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I had a DUI and was ordered to install and keep an interlock device for 180 days. I completed the 180 days but still owed money to LifeSafer so was unable to have the interlock removed on time. Meanwhile, someone attempted to steal my car 3 times and broke the steering column the last time. I told LifeSafer and they told me they can remove it after I pay the remaining balance. I told them the car wouldn't start and provided police report as proof. I paid the remaining balance, and they told me to bring the interlock in so they could run the last scan and report to the ********** State DOL. Present day, the courts finally released me to receive my driver's license and gave me instructions on what I needed to get them. One of which is proof I was compliant with the interlock for 180 days. I called LifeSafer to request they send proof, and they told me I need to start over the whole thing because they didn't have the final scan. I paid for the 180 days. I requested a refund and was refused. I requested to speak to a supervisor and was refused. Now I live in *******, don't have a car to even put an interlock in and their suggestion was to borrow someone's car to do it. On top of all of that. I can't drive without a valid driver's license. This company is causing an undue hardship on my life. I have been unable to work in my career (I'm a union carpenter) due to not having a driver's license. I can't get a driver's license without my compliance report. I can't get a compliance report with paying for another 180 days and getting an interlock in a vehicle I don't have and can't drive. Please help!

  Business response

  03/25/2024

  Thank you for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will contact you to see how we can assist.

*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. ↩