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

  4290 Glendale Milford Road Blue Ash, OH 45242-3704

• 

  LifeSafer

  529 25 1/2 Road Suite B113 Grand Junction, CO 81505

• 

  LifeSafer

  475 W 115th Ave Unit 1-A Northglenn, CO 80234-3048

• 

  LifeSafer

  1083 Diplomat Drive Suite 105 I Debary, FL 32713

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:11/12/2025

  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: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.

   

  
  

• Initial Complaint

  Date:10/13/2025

  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.

  On Oct 3 at around 11:30am, I went to a servicer for a monitoring appointment and was charged $120.80 additional dollars when I had already made bi-weekly payments, with the last payment being Sept 28 for $63.58. I sat on hold for over 45 minutes until I spoke to a representative and explained the issue. I was put on hold an additional 10-15 minutes and was advised that I a refund request was submitted and I would receive a refund in 24-48 business hours. I never received a refund. I called again on Oct 10 at 9am and was forwarded to a voicemail box for account resolution. I left a message stating the issue and my name and number. I was never contacted. My final call was Oct 13 at 1040am and was again forwarded to the account resolution voicemail box. I would like to receive a refund for my $120.80. There is also no way to see invoices on the website. There is a invoice downloading pop up on the screen but no invoice ever appears anywhere. There is no where that you can verify when a payment is due or what was paid for. There are no access to documents online as well. For those reasons, I cannot provide an account number on this complaint.

  Business Response

  Date: 10/13/2025

  *** ********* autopay was deactivated on 9/28 and not reactivated until after service on 10/3. Per our contract, if autopay is not active at the time of service, clients are responsible for paying for all the days being added to their device at that time. This is the reason Ms. ******* paid for twice her normal biweekly payment. We will refund 14 of those days to get her back on her regular autopay schedule. We will not be refunding the $120.80 because her next autopay was due yesterday, so we're keeping that portion. The next autopay is due to run on 10/26.

  Regarding the invoice concerns, this is an issue on the client's end. Typically, the issue *** ******* is describing is due to a pop-up blocker on her computer, phone, or whichever device she's using to access the portal. We are confident this is a client-specific issue because we tested downloading an invoice just now on our dummy account and it is working. Also, we have had no reports from other clients with this issue recently. 

  Customer Answer

  Date: 10/13/2025

  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:10/10/2025

  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.

  Website and representative information shows two different amounts owed in order to complete the contract and have the device removed. They've also been sketchy about me being on the indigent program when I became eligible for removal of the device, adding hundreds of dollars in billing to my account. I've tried calling and representatives advised leaving messages with the Account resolution and Collection departments multiple times over weeks with ZERO callbacks. They also tried to take $310 out of my checking account on the 1st of the month when I get my disability without authorization or notice! THANK GOD my check goes into savings. I've been told there are no supervisors "available" and that they have no corporate contact information. Basically, you can talk to an agent and no other options are available except to leave messages that will go unanswered. ALSO, my vehicle has nothing but electrical problems once the device was installed and spent MONTHS in repair shops to the point that not even the ********* dealership could fix it so I'll have to scrap it once I have it towed for the final download. My device was due to be removed in July but they won't clarify erroneous charges so that I can get an accurate balance owed. They already had to remove over $400 in bogus charges that they tried to tack on. I believe they generate false charges at the end of the contract to either make a huge profit because I want to be finished with the contract OR to keep you in debt so you can't complete the contract and have to continue paying fees. AVOID THIS COMPANY AT ALL COSTS!!!

  Business Response

  Date: 10/15/2025

  We apologize for any discrepancies between the online portal account and the actual account.  Please note that certain adjustments may not be accurately reflected in the online records. However, with that being said, the total shown for indigent clients in ** will almost always be off from what's really owed because the interlock companies have to wait for the TN Electronic Monitoring Indigency Fund (referred to as ** **** moving forward) to send us the indigent funds to apply to a client's interlock account. These payments may be received in batches, sometimes several months apart or delayed beyond the initial date. For example, the latest payment documented for *** ******* was for November 2024, received in February 2025. Prior to that, in November 2024, we received payments for the period spanning from June to October 2024.

  We are working with ** **** to determine what months they will assist with starting in December 2024. Along that line, we must confirm if **** will provide funding for April 2025 through the current month because *** ******* wasn't receiving service as required. To clarify, states can deny funding if the client isn't adhering to the interlock terms, such as getting service each month. 

  We apologize that *** ******* was referred to LifeSafer's Account Resolution Team and Collections department. While these departments are equipped to assist with establishing a payment plan, her messages to them were focused on disputing her balance. Unfortunately, these departments are unable to address disputes and can only provide assistance once the balance is confirmed and undisputed. 

  Regarding *** ********* claim, "They already had to remove over $400 in bogus charges that they tried to tack on". That is not what happened. We believe she's referring to the lump sum indigent funding we received in November from **** -- that totaled $366.42.

  Worthy of noting, *** ******* was due back for service in April, yet we did not hear from her until June, when she let us know her vehicle was being repaired. It is imperative the an interlock client be in touch with their intelrock provider and their monitoring authority as long as the interlock is installed on their vehicle, especially if they are uanble to adhere to the program. 

  We will be in touch with *** ******* once we get information back from **** about what funding they will provide so we can help get her back on track with her program.

  Customer Answer

  Date: 10/16/2025

  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.

  Lifesafer is flat out lying. I informed and continued to inform not only my local service provider but also Lifesafer as soon as my vehicle was towed to the mechanic for not starting. Ive communticated monthly as to the status and have call logs and texts to prove it. They are only trying to accuse me of not reporting to avoid accountability. They have NEVER  communicated any issues with me until I began trying to finish/close my account when I became eligible for my final download and removal of the device  The charges WERE erroneous, as they tried to charge me for: a "lost device ($250), a missed appointment fee $55 (I've NEVER missed an appointment) and late fees for not having the device serviced (my vehicle was at the me6from March 17-current). Now they are trying to shift blame once they are being confronted with their lies and shady business practices. They also have never addressed the indigent program funds preventing me from getting a final total so that I may get the device removed so they can put me on indefinite hold while they continue to charge me monthly. I also find it telling that in their long-winded lie of a response that they completely ignored nor explained trying to take $310 from my checking account without permission or authorization. As I said, I have texts with my local provider and call logs to prove they knew I was unable to get the device serviced due to being at the mechanic shop, unable to start, let alone run. 

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

  Business Response

  Date: 10/16/2025

  When a client hasn't been serviced for several months, it's a standard practice for an interlock company to begin a "lost device" process to ensure the state is aware of the non-service.

  The $310 attempted withdrawal was for non-service. It's not permissible to have no service for 4 months and not return the device. We apologize if this wasn't conveyed clearly. Once *** ******* had surpassed a couple of months with the vehicle still inoperable, a removal request should have been made. 

  We are focused on resolving this matter rather than assigning blame. As previously mentioned, we are currently awaiting a response from **** regarding the current fees. Once we receive that information, we can proceed with arranging the removal if the vehicle remains inoperable. 

  *** ********* requirement was extended by 365 days until July 2025 due to a missed service appointment in June 2024. Since she did not submit a tolling form to the state for her repairs starting in March 2025, her timeframe will be further extended by another 365 days upon her return to service with the interlock device. In the state of *********, a 365-day extension is granted when services are not performed every 30 days, with the extension beginning upon the next service appointment after the lapse. Therefore, her assertion that the vehicle was "due for removal in July" and that's why we were attempting to delay removal is not valid, since the missed April appointment had already delayed her. 

  Again, this is not the resolution; it's simply an update to the status, so there is no reason to " reject the resolution" at this point. 

  Customer Answer

  Date: 10/16/2025

  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.

   

  Not once during my biweekly or monthly calls, nor during texts with my local service provider was there ANY mention of what they described prior. No explanation of maintaining service on an inoperable vehicle, penalties associated with such, no mention of an extension of the contract, let alone by 365 days! This is unacceptable. This compares waited until the last minute to throw countermeasures to keep me entrapped just when I'm supposed to be done. I also reiterate that I have NEVER missed an appointment. You recently stated that things should have been done differently or that I should've been informed. Yet you expect ME to absorb the consequences of your companies tactics/lack of agent training. I have been in complete compliance as it was explained to me for 18 months, 6 months past my release date, only to be stonewalled in the end. Lifesafer has openly admitted that they are not offering a solution. This is legalized extortion. I request that they retract the 365 day penalty as it is unjust. I also request that they stick to the original fees of $30/month and no more. I request that they make available to me and appointment at my local provider for a final download and device removal at cost only. And finally, I request that my final download be immediately Ava to myself, the states of ** and ** and to a Lifesafer Supervisor (to be documented) in order to expedite my le9of compliance. 

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

  Business Response

  Date: 10/16/2025

  We are imposing no penalties; we will only seek the incurred fees for the device being in *** ********* possession.

  The extension isn't an extension of our contract. It's an extension ********* ***** imposes if no tolling form is submitted for the repairs. Our records to indicate we made *** ******* aware of this form when she had repair work done last year. Aside from that, it is the client's responsibility to know what she is being required to do by her monitoring authority. The interlock companies have no authority regarding anything, we simply provide the device that the clients use to fulfill thier requirements. The interlock companies cannot be aware of all the possible monitoring authorities that the client may have to advise on all of them. We're simply advising this extension information because it's commonplace in **. If the client has an exception with ********* *****, then she can disregard this information. 

  In response to *** ********* statement, " I have been in complete compliance as it was explained to me for 18 months, 6 months past my release date." This is incorrect. As stated in the last response, *** ******* missed her June 2024 service and was extended until July 2025 because of that. Again, per ******* rules, not ours. So, when she went without service again in April, that was another "failure to maintain" per *****, adding another 365-day extension. 

  In response to *** ********* statement, " Lifesafer has openly admitted that they are not offering a solution." This is not the case. If we are forced to offer a solution now, it would only be for *** ******* to pay the balance showing on her account to move forward. We are simply advising that we are awaiting information (indigent payments and missing payment info) to give an accurate balance. We hope this will only take a few days, but as with any dealings with these authorities, we are at their mercy and we have no authority.  

  Regarding *** ********* requests, " I request that they retract the 365 day penalty as it is unjust. I also request that they stick to the original fees of $30/month and no more." As stated previously, this has nothing to do with us -- it is between *** ******* and *****. Regarding the $30/month, this is dependent on *********** ****. We've never offered a $30/month rate, so we would have no reason to offer it if the **** doesn't come through. This period of no service was not caused by LifeSafer, meaning we have no liability to meet any of *** ********* demands. She came to us to provide an interlock device; we provided that to her. Only after she went months without service or payment, is she now trying to pin some type of fault on us when we didn't request her to be our client, and we have no authority over her state-mandated interlock order.

  Customer Answer

  Date: 10/17/2025

  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.

   

  Lifesafer is the company that offered me an indigent program. I have never had contact with any other entity regarding indigency so their claim that they have nothing to do with it is an outright lie! If I'm extended by the DMV  why did they telle two months ago that I have completed my requirements and only need a letter of compliance from Lifesafer?  STOP LYING! Lifesafer makes plenty of excuses and lies to avoid responsibility or communication. Why has no one called me to discuss the issues? They can respond here within hours but can't be reached otherwise when a regular agent can't provide necessary info? The agents say there is no corporate office or entity to contact. No available supervisor and leaving a message is the only option. None of your rambling responses make sense or even provide real solutions. We can go back and forth but the bottle line is that Lifesafer is a nightmare when a customer is eligible for release from the contract because they are GREEDY and will make the process as diff as possible in the shadiest ways possible. And to close, I still never got a clear explanation of why they tried to take $310 from my checking account last month without notice or permission, or why the amount due provided by the agent, local provider and website are all different!! You're excuses are weak  even when you hide them behind wordy, vague  imagined technicalities. I will be contacting news outlets as well as governing agencies in ** as well as ** if this is not properly resolved in a timely manner. I will not waste my time arguing anymore. I will instead use that energy in a new capacity to achieve a proper resolution. 

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

  Business Response

  Date: 10/17/2025

  There seems to be some misunderstanding with our wording. The indigent program is through ** ****. To be clear, we offered $47.99 biweekly pricing -- that is our pricing. We obviously have to facilitate the indigent billing, since it's input through our software program, where the invoices are created, but the $30 offer is from ** ****. We have no obligation to discount our pricing because *** ******* wasn't adhering to the guidelines imposed by **** to get that funding assistance. 

  Regarding the extension, ********* ***** relies on us to send a certificate ONLY if the client has adhered to their guidelines. They are unaware that *** ******* is not adhering to their guidelines because we process that on their behalf. They were only going by the information they had up to that point. Per *********** process, we gave them an updated EOP (end of program) date of 10/15/25 in July. That EOP date will again be updated only once she returns for service; it can't be done prior because we don't know when, because the new date is based on her return to service. 

  Just because a client doesn't understand the inner workings between interlock companies and the state doesn't mean we're lying. We are not lying. 

  We have not contacted *** ******* directly because we don't have that info from **** to discuss the situation in its entirety. We are responding here because we want to meet BBB standards in the meantime. We will make contact to try to clarify these "wordy, vague imagined technicalities" because they aren't imagined, but they are complicated, and it takes a lot of training for us to be the experts, which we are. However, aside from payment for the total on the account, we cannot fully resolve without the necessary information from ****. 

  
  

  Customer Answer

  Date: 10/17/2025

  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.

  
  

  You refuse to accept ANY responsibility, instead pointing at your customer of 18 months who has done what YOUR agents have advised. I'm done here. Actions speak louder than words so until I see positive, constructive movement with my account and timely communication I will be forced to take further measures. As always, you have my email and phone number. 

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

• Initial Complaint

  Date:10/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two problems need to be addressed: Lousy call center staffing and overcharges. Extremely disappointing phone wait times. Any time, it always takes 60 mins to get an agent, while a voice cuts the Mozart music every 20 seconds telling me to go online for basic things (i wouldn't be calling abt) and abt "unusually high call volume&wait time

  Business Response

  Date: 10/10/2025

  We appreciate the feedback. We are making significant strides to improve wait times by hiring additional staff and utilizing technology to predict peak times, ensuring more staff are available. LifeSafer's Resolution Manager will be in touch shortly. 

  Customer Answer

  Date: 10/10/2025

  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 am trying to update my review, so I didn't want to close the case yet until I do. I got a call back from Scarlett, and I appreciated that she corrected my hyperbolic remarks. There were some times where the wait was only a few minutes, so it was not true that it is always over an hour. She refunded the overcharge to my account and said the shop needs to be retrained because I didn't have to sign the form and accept those charges right away. I didn't sign it either way because the shop said "I don't even know why they have a signature line in the form" but they said I should just pay and dispute with LifeSaver. 

      Scarlett also told me that one representative (I think it was Christian on Saturday, Sep. 27) told me the billing dept can't give me a call or send me an email and that I would have to call to get an update. I said I would just look out for the refund, thinking it would be in my bank, so that is where my confusion lay. 

  My new review cuts out the silly rhetoric and adds helpful action items to fix the unreasonable call times. 1) fix callbacks by enabling them when the wait time is long instead of removing the callback option when wait time is long, and 2) add a message in the IVR detailing the number of callers in the queue and an estimated wait time (like 90 seconds per call or whatever the average be). Those would help out with setting realistic expectations and improving the customer experience. 

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

  Business Response

  Date: 10/10/2025

  We addressed all of *** ****** points, escalated to the proper people within our organization, and refunded the overcharges. LifeSafer has addressed all concerns. 

  Customer Answer

  Date: 10/13/2025

  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,
  
  
  
  ******* ****