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:11/24/2025

  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 have had a LifeSafer ignition interlock device installed in my vehicle for over two weeks. My license cannot be made valid until LifeSafer sends electronic proof to the ******** Department of Revenue. I paid several hundred dollars up front for the service and to the company.
  
  I have called LifeSafer’s customer service number multiple times (7 times) and have waited on hold for long periods. Each time, I was either transferred or disconnected before reaching someone who could help. It took me over an hour pressing buttons each time to even be put on hold to wait for an actual person to help me. The holds are several hours long. They tell me they can help me and then transfer me to a different department and it will disconnect again after a few minutes. I have tried the live chat option every day for two weeks but it doesn’t work. It just says loading for hours on multiple different tries. I have emailed multiple different addresses and not got a single response. Some of the emails posted aren’t even active and the email will get sent back.
  
  I contacted my local installation site, and they confirmed they cannot send documentation and that everything must go through LifeSafer corporate. They told me LifeSafer is responsible for sending the required proof to ******** DMV.
  
  As of today, LifeSafer has not submitted the required proof, and they are completely unreachable. My legal driving status is being affected due to their lack of response.
  
  I need LifeSafer to immediately send the required documentation to the ******** Department of Revenue so my license can be made valid.
  
  Please provide a corporate-level representative who can resolve this issue.

  Business Response

  Date: 11/25/2025

  Unfortunately, the device installed is not the device that ** DOR requires, so they are not accepting the installation record we submitted. *** **** advised us that a non-camera device was needed, but a camera is required. *** **** will have the correct device exchanged as soon as possible.

  Customer Answer

  Date: 11/25/2025

  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 had to show my ******** ID when I got the device installed. I told the person who installed it I was getting my license valid in ******** even though the location was in ******* **. Why did the technician install a device for ** only when I made it clear I was living in ******** and he saw my ******** ID? I paid 375$ for that installation as well as a monthly fee to them that’s already due again on December 10th, all for nothing. I finally received a call back today from lifesaver, however they just told me the device wasn’t allowed in ** and that was the issue. They didn’t mention anything about a camera in my vehicle. They said they would have a ******** approved device mailed and I would have to wait until it came in to get it installed. I have to pay another 375$ for a new device and no communication or answers for over two weeks, plus another 110$ for a month of service that wasn’t valid? I wasn’t given an email or phone number for further communication or a case number. 

  
  
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 11/25/2025

  We only found out that the camera was required when we contacted ** DOR about them not having the installation record. Advising us of the correct device type is something *** **** was responsible for telling us during enrollment, as we don't have access to clients' driving records. We specifically asked her if she needed a standard or a camera device, and she advised standard, no camera required. If her account had been set up as "camera," this would've indicated to the technician that it was not an Arkansas-required installation. The LifeSafer Resolutions Manager will be reaching out to *** **** via email shortly to give her a point of contact.

  Customer Answer

  Date: 11/26/2025

  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 here. 
  

   

  I am writing in response to my recent Better Business Bureau complaint and to provide clarification on the ongoing issue.
  
  
  I have now received both a phone call and an email from LifeSafer. During the phone call, the representative informed me that I “needed a camera” on my device and implied the confusion occurred because I had not disclosed that requirement. However, this was the first time I had ever been told I required a camera on my device. At my installation appointment, I was informed by LifeSafer that they had installed the correct device without a camera for ********. 
  
  
  Because of this conflicting information, I contacted the ******** DMV and waited on hold for two hours to confirm whether I truly needed a camera. The ******** DMV verified that I do not require one. I also called the local installation location and they confirmed I do not need a camera. 
  
  
  Despite this finally being clarified, it should not have taken multiple emails, repeated phone calls, and ultimately filing a BBB report to reach this conclusion. I would not have even been able to wait on hold for hours had this been a normal work week; the timing happened to be the only reason I could follow up so extensively. This situation has caused significant inconvenience for me and my family.
  
  
  I received the emails referenced in my complaint and responded accordingly. At this time, I respectfully request that I not be charged an additional installation fee. I now must take another day off work to have the correct device installed, and my husband must also take time off to drive me. This additional burden stems from LifeSafer’s installation error and inconsistent information, and the cost should not fall on us.
  
  
  I am hopeful this matter can be resolved quickly so that my driving privileges can be made valid without further delay.
  
  
  Thank you for your time and attention.
  
  

  Regards,
  
  
  
  Raven
  
  

  Business Response

  Date: 11/26/2025

  We apologize for the confusion regarding a camera; this was a clerical error by our reporting department. We have confirmed that no camera is required by DOR, and a device is on the way to the ******* ** shop for installation.

  To be clear, the third-party shop in ******** would not know any particular ******** client's requirement, as they have no access to that information. Non-camera is the basic installation for ********, but plenty of clients are required to have a camera installed as well.

  We have never advised *** **** that she would need to pay for installation again, and we never had any intention of charging her anything when she gets the device switched to the correct one. The Resolutions Manager has opened a line of communication to *** **** and will continue to communicate through the resolution of this matter. We will do what we can to make this right for *** ****.

  
  

  Customer Answer

  Date: 11/26/2025

  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.

  
  

  
  Thank you for your continued assistance. I do have a few concerns I’d like clarified to make sure everyone involved is operating with the same information.
  
  
  Has the ******* ******** LifeSafer location been informed of everything regarding my case? I spoke with them yesterday, and they told me they already have the required device on-site and it does not require a camera. However, the representative I spoke with over the phone at LifeSafer stated a device would need to be mailed out, which contradicts what the Rogers location told me. This inconsistency makes it difficult to move forward, and I want to ensure there is no further miscommunication.
  
  
  I also want to confirm that the Rogers location has been made aware that I should not be charged an additional installation fee, as I am simply trying to correct an issue that was not caused by me.
  
  
  Lastly, because this is an ******** installation but my license is through ********, I need assurance that electronic proof of installation will be sent automatically to the ******** DMV. I have had issues with this process before, and I want to avoid any further delays in getting my driving privileges valid.
  
  
  I appreciate your help in getting this resolved and making sure all parties are on the same page moving forward.
  
  
  Thank you,
  Raven
  
  

  Business Response

  Date: 12/01/2025

  We have made arrangements to have the device changed out to the correct one on 12/1. We have also provided compensation to *** **** for the time she wasn't getting credit and to make up for the inconvenience and extra trip to the shop. 

  Customer Answer

  Date: 12/01/2025

  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:11/12/2025

  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.

  I agreed to a special rate the company says they were going to beat the competition ********** and now there saying there’s no note or proof of this rate and trying to make me pay more

  Business Response

  Date: 11/13/2025

  We have reviewed all invoices charged to Mr. ******. All but the first two 14-day invoices are set at the lower, agreed-upon rate. Those first 2 invoices on 2/25/25 and 3/11/25 totaled $34.24 than the agreed-upon rate, but we credited him back $50 on 3/12/25 to make up for that. 

  We believe the misunderstanding comes from a conversation *** ****** had with a call center agent yesterday. *** ****** was getting service in a new state and our state's accounting systems are all separate. Since this was his first visit to this state, his rate had not been adjusted under this state's account. However, *** ****** was still set up with autopay under his original state, ************, so the correct rate will be charged. The confusion came from the agent mocking an invoice from the *** ****** account, which hadn't yet been adjusted to his special rate. 

  We have attached a reconciliation spreadsheet showing all fees charged, payments made, coupons added, etc., to *** ******** account. *** ****** can also access all of his invoices on his online LifeSafer account to see how those charges break down. A LifeSafer manager will also be reaching out to *** ****** shortly to discuss this further. 

  Customer Answer

  Date: 11/13/2025

  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:11/12/2025

  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.

  I am financing a vehicle with ****** ****** who was talked into get an interlock. He has had the interlock a little over a month as well as ****** ****** is in jail and will moved to prison. I have called the interlock company and they want me to pay to have the device removed. I did not make this agreement and have not spoken to them but the one time to have it removed. The device is starting to create problems with my ONLY vehicle and when you start the device it states about misuse. Having this device in the car not intended for me and continuing to blow into it when I stated ****** ****** will be incarcerated for a few years is misuse. I did not make an agreement to pay anything to interlock but they will not remove the device.

  Business Response

  Date: 11/12/2025

  To be clear, anyone that the client allows to use the vehicle can test, that is not misuse -- per state and national regulations. While we do try to collect fees for any labor performed, we will provide removal and bill the client when that's not feasible. A manager will be reaching out to Ms. ******* to assist. 

• Initial Complaint

  Date:10/27/2025

  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.

  This has been an ongoing issue with them since I was able to request half price on my unit with the court back in 2023/24. They were constantly trying to tell me that my unit will be locked out because I didn't blow into my unit AFTER I HAD ALREADY PARKED and went into my job, store or home, etc. and had been in there for awhile and my unit was NOT requesting me to test when I went into these places. So how would I know to do this? They are only trying to make more money off of those who have no choice but to pay if they need to drive for work or children or family needs.

  Business Response

  Date: 11/05/2025

  Ms. ***** is mistaken about the reason for violations. The violations only began after switching the interlock to her current vehicle, the 2005 Chevy. The issue was that the device was detecting the engine was being turned on before a start-up test was taken. To be clear, all states' interlock rules require a passing test prior to starting the engine. Additionally, Ms.
  ***** simply stopped using the device from 7/26-9/15, even though she continued to drive the vehicle. This is a direct violation of the terms of the interlock device per national and state regulations.

  Regarding these violations, we had the shop inspect the wiring and device at the 10/30 appointment. The technician determined that the device was working well and the wiring was good. However, the technician advised that the client had to have the key tumbler replaced, and this is likely the cause of the violations. Since the violations were not caused by a device issue, poor wiring, or anything the fault of LifeSafer, no refunds are due to Ms. *****. She should be sure to contact the LifeSafer call center if any issues persist, and we will set her up with an appointment with her shop. 

• Initial Complaint

  Date:10/26/2025

  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.

  Horrible customer service, I wish I had come here before committing to this provider. My vehicle has been at the shop being checked at due to the device’s glitches constantly. It locks out randomly with no warning, the device is always in the cup holder as I wait for it to “warm up” today it locked out and when I called the lady S******* L*** told me it was bc it could indentify the scent of my perfume or car refreshner..after repeatedly informing her that the device has not be touched and assuring plenty of times that we don’t have a car refresher or perfume on, she proceeded to get nasty and rude to me. The mechanic who has been helping me even admits that they are a nightmare to deal with and he’s very sorry this company exists. I will change providers bc I cannot keep getting stranded. Oh it also was making noises after the vehicle was completely off. They keep trying to apply fees and changing them

  Business Response

  Date: 10/30/2025

  We are sorry that Ms. ******* has experienced issues with her device. It seems as though newer Range Rovers put off a higher power voltage and since interlocks detect voltage to determine accessory mode versus engine starts, this is what's causing the issue. I am working with my field/technician team to see if we have a resolution to keep Ms. ******* installed with us, as we believe she will experience this issue with other interlocks, since they all have the same basic operation. We will reach out to Ms. ******* as soon as we have a resolution.

• Initial Complaint

  Date:10/23/2025

  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.

  I've had multiple issues with lifesafer that I filed with a better Business bureau I thought they were resolved they apparently weren't anyways I was in a car accident in January 6th 20-25 they refuse to get the device out of the car I'm not allowed to get the device out of the car because I will be held it will give me a violation I asked for an invoice for the device 8 months ago and was never provided one eight months after the accident I found out my license was suspended because failure to maintain the device I was never able to get a new device because they never gave me the invoice to pay for that one and then they finally send me a bill for $3,679.03 and the date on the bill is as of December 27th 2024 says I owed that amount and I was still in compliance with the device on January 6th 2025 when the accident was they already sent the bill to a creditor this is the first bill I've received 10 months after the device after this accident and they dated this bill wrong 100% because they dated the they say the date I owe the money on was December 27th 2024 when I was still compliance and using the device on January 6th 2025 when the accident occurred the device was still in the vehicle even after that time and the insurance company will not pay for the device with the date that's on this bill cuz it's inaccurate now I tried to get this invoice 10 months ago when the accident happened and they refused to give me one they wouldn't give me one and also my license was resuspended about 8 months after this accident when I thought my prior complaint with the better Business bureau resolved that and either they're going to give me my completion because I had the device for a year I was only required 6 months and the reason I kept violating was because the device was installed incorrectly or damaged where would violate me a day or two after every time I had it reset so every two weeks would restart my time to have this device installed this place is a scam

  Business Response

  Date: 10/27/2025

  To begin, *** ******** payments were never on time or consistent, starting the day of installation, 1/4/24. It was part of our contract with *** ****** that payments could either be done through autopay or paid at the time of service. *** ******** first autopay was due 1/4/24, and that payment was declined. The last time he had a $0 balance was 2/14/24, and his account has only accumulated past due amounts from there. When he last got service, his balance 

  Regarding *** ******** statement, "they refuse to get the device out of the car". Per the client's contract with us, they are responsible for getting the device back to us. Whether that means towing the vehicle to a LifeSafer shop or removing what components they can reach themselves and delivering them back to the local shop. 
  
  We submitted the failure to maintain to ***** in February, not 8 months later. As far as we're concerned, *** was advised in February to process the suspension of his license at that time, per their regulations. If they did not suspend him at that time, that has nothing to do with us. We don't have the authority to suspend licenses; only *** does. 
  
  *** ****** was supposed to bring his vehicle back to get the installation checked prior to it being wrecked, but the timing didn't work out, so we were never able to verify if there was a device or wiring issue versus an issue with the vehicle. Therefore, we cannot clear the violations that occurred or send a certification, meaning he will have to complete another 3 months violation-free in order for ** to reinstate his license without an interlock restriction. 
  
  We don't have any records of *** ****** requesting a total and us not providing it to him. In fact, I, LifeSafer's Resolution Manager, had an ongoing email chain with *** ****** from his January BBB complaint, and I never heard from him after our 1/17/25 email conversation. In that email chain, on 1/16/25, *** ****** said he wanted the device removed, but the shop said they couldn't do it without "permission". I advised that no permission is needed for ** clients, and I'd reach out to the MO field manager. That manager advised the shop that they could remove the device, and I relayed that to *** ******, but *** ****** said the shop had no time until the following week. Again, I never heard back from him after 1/17, and he never requested an invoice or total from me.

  I have attached 5 invoices total. The first invoice shows the amount due at the time *** ****** got serviced in December, the last regular fees charged to his account. The next invoice shows a refund we issued to ensure his paid-to-date matched his device service date. The next attached invoice shows the collection fee invoiced in September, this is a fee that we charge for employing a third-party collection agency to assist. The next invoice shows the fees for replacing the device we never received back. Please note that each invoice's final total includes any previous balance. The final invoice includes several refunds we processed to assist *** ****** with the high dollar amount, which has resulted in a reduced outstanding balance of $3,274.03.

  Customer Answer

  Date: 10/27/2025

  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 be

  
  
  The accident was January 6th 2025 and instill had the device installed and I asked for an invoice in the emails between me and  Scarlet and all she sent was an email of the cost of it the insurance company needed an invoice and actual bill before they would pay it , the bill that they had already sent to a creditor is the first one I have got and i checked recently on line at the life saver website and it said it was around 700 or 800 still and that was with in the last month, how could you guys print a 3679.03. Dollar invoice for me when I still had the device installed in the car ? The car didn't get taken by the insurance company until end of January and the place that took the car would not let me access the vehicle to get the device because it wasn't mine, the salvage yard said the Owner of the device has to come to remove it and also if I remove a device it can cause my license to be permanently revoked so I was put In a situation with no way out I couldn't get the device because I wasnt the owner and I can't remove the device myself without risk of going back to revoked. How can one resolve that with out help from the owner of the device? I have all the emails from when I asked for a invoicee in January and I have the email with the cost of it but never received an invoice that the insurance company would accept and with this bill thats already gone to a creditor dated for 12/27 they will definitely not pay it, and I was still actively using it half way through january and , I didn't quit responding to.the emails , I quit getting emails from them about it I still have them all saved and can upload then as well if I can get it upload before this times out. I' had that device a year and it's a scam about 2 days after every reset I would be in violation again restarting the same 3 months every 2 weeks for violations for failure to blow when I wouldn't even be on the car and the device almost caused several accidents by falling out of the installation location right under neither of the brake pedal and when i push the brake it would stretch the wires showing cuts in the insulation. I had that  in the shop every other week and they told me something was wrong with it for it to keep doing that and I told lifesaver this the car was in rhe shop every other week for months they had a chance to look at it.but what they didnt have was time to sit on hold waiting for lifesafer to answer for hours , they recomended me to find a different service provider but I coudlnt afford to pay for another Install some place else , when life saver quit sending the emails I thought I got completed finally just to find out 8  months down the road my license was suspended and 2 weeks prior it was valid when I was pulled over , I had. No notice whatsoever to correct the issue either it went strait to suspended 

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

  Business Response

  Date: 10/27/2025

  We made a mistake on our last response. We reviewed the email chain between Scarlett and *** ****** just now and show we emailed him an invoice on 1/15/25. I've attached to this response the email and the invoice that was sent. *** ****** never reached out to advise that this invoice was unacceptable, to issue another one. The invoices attached to this complaint are all accessible to *** ****** on his online LifeSafer account. 

  The invoice sent to him via our 3rd party collection agency included the missing device fees that weren't invoiced on his account until today. We don't typically invoice these fees on the LifeSafer account until the client is ready to pay for accounting purposes. The December 2024 date on the collection agency's invoice was incorrect, which is why we created new invoices today for *** ******. 

  We understand the struggles that may come when a vehicle is taken to an impound or tow lot, but we are not required to provide mobile service simply because you are not allowed access to your vehicle. Per our contract with interlock clients, the client is responsible for getting the equipment back to us. 

  Again, license suspensions are between the client and ***. We notified *** as soon as the device was in "failure to maintain" status, which is 7 days after their service date if no service is performed. We are not responsible for communicating this to the client, as it's a regulation and is reported to *** only. The client is responsible for knowing the regulations and knowing that once the device is not being serviced, the *** will be notified, and they can take action, such as license suspension. If MO DOR failed to suspend his license until later, we have nothing to do with that. 

  The invoices have been provided, and we have offered price concessions where we can, but the final bill is correct and due immediately. This new total has been communicated to our third-party collection agency, ******, and we have asked them for a 90-day credit reporting hold to give *** ****** time to work with his insurance company. To resolve, *** ****** can contact ****** directly at ###-###-#### or make a payment with LifeSafer.

  Customer Answer

  Date: 10/28/2025

  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.

  
  

  
  

  Ok so are you saying the total owed including the device is 300 dollars?  Because that's the total that I see on the website , I've never seen a charge or invoice for the device on the website and I'm trying to get you guys paid for the device , I'm not trying to get out of that , I'm trying to get you paid by the at fault drivers insurance company because I have a settlement coming to cover that kind of stuff soon and I'm trying to get a good bill to give them so that it gets paid, I'm not trying to get out of it , I'm trying to make sure the insurance get you guys paid for it still ,  and with this $3679.03, that went to the creditor, is that bill gone now it is it still valid ? I could have had the device paid for back in January but could never get a bill for just the device and I still don't see it on the website so tell me if I'm missing something, if I could have got that invoice for just the device in January not just an email saying how much it cost I could have had a new device installed , but I couldn't afford to pay it out of pocket and pay for another installation and all of that which I need an estimate for  a new install as well so I can give that to the insurance company as well because they should be paying that as well , coincidentally I was hit by a drunk driver so I was definitely not at fault and their insurance is going to be paying for all the expenses related to this accident and that's one of the expenses I'm trying to get them to pay for is it device that was lost the new installation and other fees associated with all that stuff to give to them so that they can pay for it when the time comes in the next few months , I need a device installed again apparently to get my license valid again ,  I still can't pay it out of pocket, I got to keep things keep my license suspended until this settlement comes through to pay for the device because this company can't be willing to work with the customer in a situation like this where they can't afford to pay for a device with bad circumstances like this you know you guys should be willing to work with customers to keep them valid if you guys want to get paid because how can they get hey you if they can't get to work to get paid themselves but I know it's not your guys's problems you guys just want your money for your device but it makes it very difficult for somebody to pay for a device when they can't get to the job to get paid to themselves extra tickets on top of it which makes it even harder to pay for a device when they're paying extra tickets if they're trying to go to work see what I'm saying cuz maybe more reasonable in situations like this instead of 2500 bucks if you want to keep your license right now you know

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

  Business Response

  Date: 10/29/2025

  No, the total is $3,274.03 per the latest dated invoice attached to our previous response. The online "balance" doesn't always reflect the true total balance, but the last invoice in *** ******** online account, which is the invoice attached to this complaint titled "Laster 10.27.25 Refund Invoice," does have that true balance of $3,274.03.
  The invoice that has the cost of the device is the next-to-last invoice on his online account, and the invoice attached to this complaint, titled "Laster 10.27.25 Invoice".
  
  Regarding an invoice in January for the device total, I reviewed our entire email history, and *** ****** only ever asked for the amount owed on 1/15, which I sent. He never requested a total for the device because the last communication we had (between 1/16-17), we were discussing him bringing the vehicle in (presumably by tow) once insurance gave him an acceptable offer. My last email said, "Okay, give me a few days' advance notice when you will want to get it done so I can make sure they're available first." And I never heard from him after that. I was the last to email. A device cost invoice wouldn't have been needed had he brought the vehicle and device in, as we last discussed. So, his claim that I refused a device total isn't valid.
  
  Regarding *** ******** question, "and with this $3679.03, that went to the creditor, is that bill gone now it is it still valid ?" Per my last response here, we communicated the new total to ****** and stated, "To resolve, *** ****** can contact ****** directly at ###-###-#### or make a payment with LifeSafer."

  Regarding *** ******** request for a new installation, he'll need to speak with LifeSafer's Sales team. We will not be able to provide an invoice for that because the invoices can't be created until the installation has been performed. Additionally, all the labor costs for installation are billed by the third-party contractor, not LifeSafer, so he will need to get that from the third-party. 

  Regarding *** ******** statement, "you guys should be willing to work with customers to keep them valid if you guys want to get paid". Again, we have no authority regarding license status. If the device locks out due to no service, by law, we are required to report that to DOR. The only way to keep suspension from happening would be to withhold information from DOR, which we're obviously not going to do. If he's simply referring to the amount, we do offer payment plans and tried to get him to agree to one well before January for his growing past due balance. So, *** ******** claim of us, "Just want your money", while it is somewhat true because that's how a business works, money for services/equipment, we also had options available that he chose to forgo. 

  Regarding *** ******** critique of the device's total cost of $2500, that amount is clearly stated in our contract. Additionally, we offer a Loss Protection Plan that *** ****** could've paid for at $12.84 per month, which would've reduced the amount due for the device replacement to $250. *** ****** should strongly consider opting into the Loss Protection Plan this next time around. 

  
  

• Initial Complaint

  Date:10/21/2025

  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.

  As of August 26, 2025, the refund of $142.89 that was unauthorized to my debit card has still not been refunded. 

  On August 14, 2025 i spoke to a supervisor who assured me that the refund had been processed and i would receive it within 48 hours. 

  I called the company yesterday, August 25, 2025 and again was told something different about the refund. 

  Customer Answer

  Date: 09/01/2025

  As of today, September 1, 2025, the promised refund from the unauthorized charge of $142.89 still has not been refunded back to my debit card.  I spoke with a representative again on August 29, 2025 who said the refund was being processed.  Every time I call this company I am told the same thing, that the refund is being processed and I will receive it back to my card within 24-48 hours and still NO REFUND!!  Lifesaver fradulent debited out $142.89 on July 31, 2025 which I have been disputing since that date.  They acknowledged the error and told me I would be getting my money back over a month ago.  But I continue to get the runaround every time I contact this company.   Please advise what I need to do to continue with this conplanint of this company who does not conduct business in a professional manner.   

  Customer Answer

  Date: 10/21/2025

  On 6/24/25 I spoke with Raylyn H****** a sales representative at LIfesaver who gave me a quote for business with this company. On 7/7/25, I spoke with the representative again to confirm that I was agreeing to the terms she was offering me and to finalize my signing up as a customer. I had an appointment for installing on 7/30/25. I was advised that my card would not be charged until 8/30/25 for the cost of the monthly service. On 7/31/25 the company charged my card on file which I DID NOT authorize. I am still currently getting the run around for a refund of $142.89 for the unauthorized charge. In addition, the sales representative was not honest with me as to all the charges I would have to pay with this company. She was misleading and was not honest in order to get my business. This company has told me that they record all phone calls and will go back and listen to the first two conversations I had with this company which I am also still waiting for. Getting in contact with a live person at this company is extremely difficult and once you do speak with someone you get different information each time and the representatives say they don't have any record of things I speak about with the prior person making it as if I am a liar. This company should not be in business with the way they operate. They are misleading, deceitful, manipulative and conniving. This company needs to be investigated immediately for the way they operate, it is just disgusting!!

  Business Response

  Date: 10/21/2025

  We apologize for the missed credits that were to be added before installation. However, we have refunded those overcharges as credits back to *** ************* account since then. Only the monthly lease and administrative fee were waived; the client was responsible for tax, and the optional insurance plan offered at the time of installation

• Initial Complaint

  Date:10/18/2025

  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 been stealing my money and retaliating against me for reporting discrimination. I have it all recorded. I’m extremely afraid for my life and safety in regulates to the retaliations. They shut my car off even though I’m paid. It’s costing anywhere to 2 to 5 hundred a day loss including lost employment. I’m getting ready to get a lot of money and I plan on using it against this company. I’m hoping it can be fixed but I’m sure they are going to find someway to cause extreme harm to me. They are not just causing harm to me but my elderly clients because when they steal my money and shut my car down I’m not able to take care of them. I’ve repeatedly asked to talk to someone hire up in the company to resolve this and they basically laugh in my face and cause more trouble for me. If you send me a email I can send the evidence but it won’t let me send it but I’ve recorded these conversations

  Business Response

  Date: 10/20/2025

  We have no records of this client reporting us for discrimination. Even if we had, we do not retaliate and take those claims very seriously. Interlock devices only record what has happened on them. There is no way for us to add false information to a datalog, nor can we program the device to do anything other than what the ordering state's regulations require.

  The device only locks out if the service date isn't kept or if a violation (again, per state regulations) has been recorded. Anytime a device locks out, it gives the client a warning advising the specific lockout date and time so the client can call us and get an appointment prior to that.

• Initial Complaint

  Date:10/16/2025

  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 reached out to this company to have an interlock installed in my vehicle. They asked how long the period was for which was 6 months. When the time was up, I began reaching out to make an uninstall appointment. I was told multiple times by phone they were reaching out to the state which would take 24 to 48 hours. weeks went by even after sending emails with my court order showing 6 months. I ended up paying an extra one month+ and extra calibration. After the 4th or 5th contact on 10/15. The agent said “oh we just got it yesterday.” I called after 5 PM Eastern so why after constant reaching out to get the device removed they had approval and they were not gonna mention it. Based on this and extra charges, supervisor escalation was requested. Then the agent said he would remove the card on file since the uninstall appt was made which at the time seems like a nice customer service move. After arriving to the appt, the shop was unable to do it because there was no card on file. It seems like the agent intentionally tried to sabotage the removal because manager escalation was requested. After calling to get this added back, the agent today, 10/16, refused to provide the name of yesterday’s agent. Again asked for a manager and was told that they’re in a meeting and unable to assist. I asked if they were still in a meeting since yesterday lol to my surprise was informed that a manager looked over the request and decided it did not need follow up. So apparently managers can just decide to not speak to customers. This is inexcusable to have this many mistakes, which screams scam to get extra money and leave the device installed because they clearly had no intention of sharing approval to schedule the device removal. Did they even reach out in a timely fashion? Plus to have an agent sabotage the uninstall by removing a card on file that he knew would be needed is absolutely unacceptable. Trying due diligence here to work this out before escalating further but BEWARE.

  Business Response

  Date: 10/16/2025

  *** ****** requested removal on 10/2. We contacted FL **** on 10/3 to request the end date for *** ******, as required for *******-ordered clients. We did not hear back from **** until 10/14. When *** ****** reached out to us on 10/15, we advised that he's clear for removal and set the appointment for 10/16. 

  As for payment, the procedure is that once the removal appointment is scheduled, we remove the card from autopay to prevent any possible overcharges. Once at the removal appointment, the shop is to run the card for that final payment. Only because the client dropped the car off and didn't leave a form of payment did the shop have to delay removal. We show that a manager got involved on our side to run the removal payment on the client's card, and the removal service can proceed. 

  Customer Answer

  Date: 10/20/2025

  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.

  
  

  The removal request date you have is incorrect. Removal was requested in September and the 6 months was over in September. You have also not addressed the fact that I was not timely notified of the states response, you did not timely reach out to the State; or the fact that after a ton of time spent on hold and following up, I was continually given the incorrect information provided by the agents several times- I was told 24-48 hours for approval from the State. If that isn’t the case I shouldn’t have been given wrong information. I did not anticipate or prepare for further payments after relying on Life Safer’s statements which caused personal financial strain. Also it’s not acceptable to get approval and then not notify me. I called after business hours on the 16th so obviously Life Safer was content to let me keep paying. Lastly, I was not told to pay with my own card. I could’ve done that but the shop said it HAD to be autopay. I asked if I could pay and was told they could not proceed with removal until they could run that card through Life Safer. I wish I could’ve paid with my own card because the shop sat on hold with you for an extended period of time trying to resolve the payment and this delayed my removal. Don’t you think if they could have accepted my card that would’ve been easier for all involved?? 

   

  I’m still requesting a refund of the last month due to all these factors and an apology for abysmal customer service and predatory behavior. Take accountability. 

  Business Response

  Date: 10/21/2025

  We have reviewed our call and chat logs and found no calls or chats from *** ****** before October 2nd. Additionally, *** ******** requirement was not over until 9/26/2025, so even then, the contact to the state was made no more than a week after his removal date. While state approval is often received within 24-48 hours, we cannot be held responsible if the state's response times are longer at any given time. We let our clients know to expect a timeframe of 24 to 48 hours, which is the typical timeframe, as stated previously. This allows us to schedule their removal as quickly as possible when the state gets back to us that quickly, minimizing any unnecessary time spent with the device

  We apologize for the incorrect information that the shop provided, as autopay is never required. Some clients never use autopay, and in those cases, it's the shop's responsibility to collect LifeSafer's fees on the LifeSafer credit card machine they have in-shop. Regarding *** ******** statement, "Don’t you think if they could have accepted my card that would’ve been easier for all involved??" They could, but they failed to get the card from *** ****** before leaving, which was an oversight on their part, and again, we apologize for that. 

  As proven through the timeline above, we were not negligent and will not be held liable for the state's timelines by refunding fees that we rightfully earned. We are entitled to receive payment for the entire time a client has our device in their possession when the delays are outside of our control.

• Initial Complaint

  Date:10/15/2025

  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.

  This company has been horrible to work with from beginning to end. Every time that you have to call the customer service line it takes 60-120 Minutes to get through to a person and get issues addressed.
  
  When working to get the IID device taken out early with no negative reports on the system, it was like pulling teeth working with this company. I attempted to schedule an appointment to get my 6 month report with no negatives, and they scheduled the appointment wrong. This made me have to pay for this service twice. They then refused to follow instructions from my overseeing body such as emailing me the report showing 6 months with no negatives. They refused to send me the documentation and instead only sent to ****** State Police and not the person overseeing my application for removal.
  
  I then had to service my IID device for the last time before getting the device removed. When they charged me for my final service they charged me double the amount I have been getting charged for the entire time I have had this device.
  
  When I contacted the business over the phone to discuss a credit for the removal or a refund, they stated "they are not required to issue refunds in the state of ******". They then stated to contact them via email to dispute charges but not to expect a refund. I then emailed this email twice to discuss overpayment and refund and was left unanswered.
  
  It seems as if this business was trying to get as much money out of their clients without a care for them at all. They wanted to prolong me getting my device removed just to make me get another service and overcharge me for it. It is unprofessional and beyond dishonest. I do not see any integrity or accountability with this company. I wish companies were held higher standard.

  Business Response

  Date: 10/15/2025

  *** ********** claim that the service line takes 60-120 minutes to get through is simply false. Our review of all calls from him in the past 60 days indicates that only once, on 10/9, did the wait exceed 60 minutes.. Additionally, there were two other occurrences with wait times of 36 and 42 minutes; however, the remaining seven calls recorded wait times of under 25 minutes.
  
  Regarding *** ********** statement, "I attempted to schedule an appointment to get my 6 month report with no negatives, and they scheduled the appointment wrong. This made me have to pay for this service twice." Our clients' monitoring authority doesn't provide us with an end date; it's the clients' responsibility to know when they can perform their final download and request that appointment from us accordingly. *** ******** called us on 9/17 and asked for a final download appointment for that same day.
  Additionally, along these lines, ****** has changed its rules regarding compliance timing; they are no longer accepting 180-day timing and must be completed at the 6-month mark. This may have been the discrepancy between *** ********/**/LifeSafer regarding needing 2 appointments as well.

  In response to *** ********** statement, "They then refused to follow instructions from my overseeing body such as emailing me the report showing 6 months with no negatives. They refused to send me the documentation and instead only sent to ****** State Police and not the person overseeing my application for removal."
  We submitted the 6-month certifcate to *** for approval.on 9/22. We got the approval back from *** on 9/25 and emailed it to *** ******** that same day. That email clearly outlined the procedure for letting the court know about the certificate and explained that it's *** ********** responsibility.
  Our email said:
  Please see your 6 Month No Negative Certificate, attached. It is your responsibility to make certain that the court receives and processes this report.
  You will need to submit a "Motion to Vacate Use of IID" form, alongside the attached 6 Month No Negative report, to the Court Clerk.
  Once the court approves the Motion, they will need to send an Order to Vacate to the DMV on your behalf. Before removing the device, I recommend calling the DMV at ###-###-#### to confirm they received the approved Order to Vacate from the Court.
  "Motion to Vacate Use of IID" Form link"
  And the link was provided. 

  In response to *** ********** statement, "I then had to service my IID device for the last time before getting the device removed. When they charged me for my final service they charged me double the amount I have been getting charged for the entire time I have had this device. When I contacted the business over the phone to discuss a credit for the removal or a refund, they stated "they are not required to issue refunds in the state of ******"."
  It is the client's responsibility to advise their service provider (local shop where they get service) how many days they need if it's not the normal state's interval (60 for ******.) It's worth noting here that *** ******** went to a different shop than normal, so they were unaware that *** ******** normally only gets 30 days added. So, while it's true that we are not obligated to refund any overpayment in these situations, we have refunded the overpayment as a credit to *** ********** account. That credit can be used toward his LifeSafer removal fees. Any remaining funds cannot be refunded to the client.

  The LifeSafer Resolutions Manager will contact *** ******** shortly.