Business Profile

Interlock Devices

LifeSafer

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

286 total complaints in the last 3 years.
121 complaints closed in the last 12 months.

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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:12/11/2024
Type:Customer Service 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.
The problem is i call, email and have tried the chat. This company NEVER answers their hotline. It’s been MONTHS!!!
This is ridiculous. Their wait times exceed over an hour and still no one comes to the phone.

Again this has been months of this.

Even on Reddit you will see multiple complaints of the same exact problem.
Business Response
Date: 12/11/2024
ike the majority of call centers nationwide, staffing is a struggle and we apologize for the inconvenience this causes our clients and agents. Per our phone records for the past 60 days, not including today, Mr. ****** called us (from the number on file) 6 times, but hung up, sometimes after only a few minutes before reaching us or being able to request a callback. In that time, we have tried to call Mr. ****** 3 times and been unable to reach him.
The Reputation Manager will reach out to Mr. ****** today via phone and email, if unable to reach him by phone.
Initial Complaint
Date:12/09/2024
Type:Customer Service 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 is the worst option for a device. I have been on hold over the phone for over 2 hours to set up a removal appointment. I have not had a representative come on the online chat option in the pass hour and a half either. There is no accountability for this company. I understand it is not the representatives fault since most are working from home. This is completely unacceptable. The *** doesn’t even have these long wait times to speak to a representative. There needs to be full service options online to set up a removal appointment!
Business Response
Date: 12/10/2024
We apologize for the long wait times. We show Ms. ******* was able to reach us yesterday and get this taken care of.
Initial Complaint
Date:12/09/2024
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 fulfilled my court-ordered period for the breathalyzer. The courts have sent the documents over to Lifesafer. However, I am unable to schedule a removal because no one will answer the phone OR the online chat. I have spent hours trying to get someone to answer. Due to this, I will likely have to pay another appointment fee and monthly management fee because it is fast approaching. Honestly, I won't be surprised if they try to get another few months out of me. This is practically extortion. This company is set up to avoid interactions with live agents unless you are scheduling an install.

DO NOT USE LIFESAFER.
Business Response
Date: 12/09/2024
We apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, patience is appreciated.
We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time.
Customer Answer
Date: 12/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. LifeSafer called me within two hours of placing a complaint with the BBB. "B****" was able to resolve my issue immediately, even scheduled a same-day uninstall. My experience with LifeSafer: good luck ever getting a hold of anyone unless you file a complaint with the BBB.

Regards,

****** ********
Initial Complaint
Date:12/08/2024
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.
2nd DUI in 2016 totally accepted it was my fault my problem and after violation of my accident went to jail and stopped drinking since July3rd 2017 last beer i dont remember. Since then had a portable breathlyzer blew 3 times a day no issues I STOPPED DRINKING. When i had to team up with the RMV and Lifesafer the issues occurs. Sent and Spoke with Lauren D***** on the phone and emails about having to Tow my car since the RMV never released my license so i can insurance for the car. The RMV couldnt see me due to making appoints as far as 2 months out. Having and IID in my car ive had to tow it back and forth multiple times ending up killing my battery and me violating my so called contract. That contract I sign was out of date and the ###-###-#### number affiliated with my account listed on line 7. This number stopped working with them due to bad business practices! and now i have won my appeal im back here yet again had to go to lawrence for the install due to lack of installers! I have an IID in my car with an appointment with the RMV in JAN 2 with a service on DEC 31st. Car has no insurance and i do not have my license and i come back to a 40$ increase and a 14day 55$ fee along with milage fee and mechanic fee! I complained and their employee gave me 100.00$ discount like nothing.

IM SORRY BUT THE PUNISHMENT DOESNT FIT THE CRIME! again 2016-2017 and we are in 2024 going into 2025. I did everything the courts wanted no longer have a PO or CO been sober since and still dealing with outrageous Costs Time and effort. I kept all my paperwork contracts rmv appointments hearings everything.

THEY do not understand how difficult mass rmv is and how they are legit screwing up my life! i have a job waiting on me right now 3 email asking about my situation. I get im a felon and im 38 and if i could go back in time and beat some sense and knowledge into myself I WOULD!! and tell him to buy *******! failing company trying to get last $$$
Business Response
Date: 12/09/2024
The interlock companies don't determine when or how long you need an interlock device. It is to be expected that fees increase over time, you see it with all companies.We're not quite sure what the client is expecting from us, we're citizens and only provide the client with the device they need to comply with state laws and regulations. The Reputation Manager will be in contact soon.
Customer Answer
Date: 12/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ********
Initial Complaint
Date:12/07/2024
Type:Customer Service 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 been a customer with Life Safer since Feb. 2024.

My biggest complaint seems to be everyone else’s biggest complaint. Hold times. It seems the person responding to these complaints only tends to have one answer “It’s the same for all companies right now”.

I’ve found complaints as old as 7 years old that are complaining about your hold times and people reciting the same exact song and dance that your automated system gives “we’re experiencing unusually high call volumes your wait time may be longer than 10 minutes”. Instead of shaming each of your customers and victim blaming on each of these compliants, why not implement a call back system like MOST of the companies who are also experiencing these issues have? I’ve now called 5 times since December 2nd, I’m CURRENTLY on hold and have been for 52 minutes. My appointment is December 12th and I NEED a new battery installed and the technician doing my calibration says he can do it, but I need to contact Life Safer first or he cannot do it.

I’d appreciate if this Scarlett lady that you’ve referenced a couple times, would give me a call.

Please do better, we’re all human beings here. Just because we’ve made mistakes and some of us have bad background checks, doesn’t constitute this type of treatment.

There are plenty of solutions to this problem. I’ve already provided you with one, that you implement a call back system. 2nd, have your chat bot available 24/7, that way we can still message in the system and when someone’s available they can respond. It’s only available for certain hours. 3rd, implement different departments for different types of issues like a lock out issue department, repairs department, installation department, 1 main generic number (it’s actually a few different #’s however they all go to the same bot). This would alleviate the high call volumes to your ONE MAIN LINE.

4th, hire me, I’ll answer every single call! Please just contact me asap so I don’t violate for a dead vehicle. Thanks
Business Response
Date: 12/09/2024
This definitely has not been a problem for 7 years, its only been in the years since Covid. I do believe it is true that it's a systemic issue, I see the same problems with in all interlock review sites. We have a call back system, but our phone system dumps those call backs after a certain number of hours, so we're not able to use that every day, only when the call volume is a bit lower. We've never intended to shame clients for this and have only offered a reason, never placed blame on the clients. Our chat isn't available 24/7 because it isn't a bot, real agents are responding in our chat system.
The long wait times is an uncontrollable aspect, but our goal is to treat all clients with respect, we do not hold your mistakes against you -- we pride ourselves on that fact. It would be counterintuitive considering all our clients are coming to us after a mistake. We will be in contact today.
Initial Complaint
Date:12/06/2024
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 was told from my county that I was allowed to remove the device on 12/4 and she sent all the paper work a week before. Today on 12/6 I show up to remove it and I am told they never received anything. I have now been on hold on the phone for around 2 hours and online trying to chat to someone for 1 hour and can’t reach anyone. They are making it impossible to contact them.
Business Response
Date: 12/09/2024
We apologize for long wait times, this is an uphill battle call center nationwide are facing. We are constantly looking for and implementing new ways to try to reduce wait times with the lack of staff. ***** is very strict and we are not allowed to remove a device until we get the paperwork from your probation officer or court. If we don't have it, we can lose our license to install and service interlocks. Unfortunately, we still don't have that paperwork on file. Please know that it can take several business days to process after it's sent. Please be sure the paperwork is sent by fax or email (email is better) to ###-###-#### or [email protected]
Customer Answer
Date: 12/09/2024
Better Business Bureau:

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

My probation officer sent the paperwork on 11/25 so over a week in advance. I finally got someone on the phone and they all just say they need the paperwork but don’t give me an email to send it to, a number to call, or anything.

I have now been on hold for the 3rd time and getting shuffled from different departments while trying to get this situation resolved.

Regards,

**

Business Response
Date: 12/09/2024
Unfortunately, it seems as though the PO's email or fax didn't come through or was sent to the wrong number or email address. There is no need to keep calling and waiting, as nothing has changed and we in the Reputation Management department will be reaching out to *** ******* directly, we simply need more than an hour to investigate before calling.
Customer Answer
Date: 12/09/2024
Better Business Bureau:

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

I have no desire to go back and forth, I just have been dealing with this since last week with no resolution. Thanks for the response on here.

Regards,

********* *******

Business Response
Date: 12/09/2024
We apologize for the frustration, but we simply can't do anything without that documentation. We show *** ******* sent the paperwork to us and it's already been processed by our reporting team. We'll be contacting her shortly to set up the removal appointment.
Customer Answer
Date: 12/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**
Initial Complaint
Date:12/05/2024
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.
Every month I battle with lifesafer on the amount I owe. And it's ridiculous the amount of time I have lost on hold tethered to a phone. They say go online to live chat! I did just as bad. I waited over an hour today then when they responded and said let me pull up your account I waited another hour just to get disconnected! All while I was on hold at the same time on the phone with no answer. I even emailed them at the same time and 8 hours later I get 2 conflicting emails! They locked me out once with it just giving me a code why. But yet I never received a list of what codes mean. I sat on the side of the road on 100 degree weather with no A/C. Waiting for a response from lifesafer to tell me what the code meant. Then a week later I was driving and the device went off to blow and then it went blank. Horn started blowing so I pulled over shut it off, never to start again. Had it towed to the place that it installed it called them next morning. They said we can't do nothing without a work order took 2 days to get a work order. I was off work for 3 days! No pay almost lost my job. The device itself that you blow into just stopped working. I was not reimbursed my lost wages or credited on my account. I have numerous screenshots of amount of time I have been on hold. I can recite word for word what it says on hold! This company is a freaking joke. I have been in contact with a lawyer to start a class action law suit. I will give them one last chance to make things right! If not I will contact people with complaints and start legal action.
Business Response
Date: 12/06/2024
We apologize for the long wait times, call center staffing is a nationwide issue and we're doing our best by hiring a third party call center, hiring more of our own agents, and giving overtime hours to existing agents.
There were some payment issues where autopay was declined, causing the next bill to be higher to keep you on a monthly schedule, rather than just charging you the same amount, causing you to come in earlier the next time. The LifeSafer Reputation Manager will be in contact soon to try to resolve this.
Initial Complaint
Date:12/05/2024
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.
On 12/4 I went to my scheduled appointment with ******* Auto Repair to have my Lifesafer ignition interlock device (IID) calibrated per the requirements of both Lifesafer and ********** state regulations. On the same day I was sent an email from Lifesafer that I had "missed" my appointment with "O's Interlock & More" on 12/03. I did not make an appointment with O's Interlock & More, nor have I ever used this business to install or service my Lifesafer interlock device.

I was charged $65.00 for this missed appointment. Lifesafer charged my card on file to collect this fee.

The IID handset in my vehicle had displayed the upcoming appointment with ******* Auto. My online account at Lifesafer.com showed the appointment as being on 12/4 with ******* Auto. I don't understand where the glitch is, but I did not miss the calibration appointment I had scheduled with ******* Auto.

I've attempted to call Lifesafer on three separate occasions to resolve the issue but remained on hold in excess of 30 minutes each time. I attempted to engage with customer service via their website chat feature but remained on hold for excess of 20 minutes waiting for an agent to join the chat . I sent an email on 12/4 asking for clarification and a reimbursement of the fee they erroneously collected for a missed appointment. I have not been able to contact an agent or obtain a reply from this company.

I question whether they are operating in good faith or are even real.
Business Response
Date: 12/06/2024
As explained to ********* by email already, the device does not display the appointment date, it shows the device's service date which has a time of 11:59 PM, so it should be obvious it's not an appointment date/time. The client's online account and invoice from the previous service both show the next appointment date, please use these to determine appointment dates moving forward. The invoice from *********** October service has been attached here showing her 12/3 appointment date and time. The online account showed 12/3 as the appointment date, it never showed 12/4, that is incorrect.
We apologize for the mistaken location on the Missed Appointment email we sent, but that was only after the appointment at ******* Auto was missed. The wrong location happened because she was originally set up with an installation appointment at the ********* location and some documents revert back to that location, but the appointments never change.
As a gesture of good faith, we have credited the $60.66 missed appointment fee back to *********** LifeSafer account. This will automatically deduct from her next invoices. The remainder of the $65.59 is the *** patrol fee for December and isn't refundable.
Initial Complaint
Date:12/05/2024
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.
You cannot get a hold of these people. I received a letter from the MVD giving permission to remove my device. I went to the lifesafer website and tried to schedule an appointment for removal, however the website told me that to schedule a removal appointment I needed to speak with a representative. Fair enough. Except that they do not answer their phone. No matter time of day. I say on hold for 1 hour, then was HUNG UP on with no response. Called back and s at on hold for another hour, hung up on again. Attempted to go on the website and chat with a live representative, however it kept timing out and never actually connecting. So now I cannot remove my device, which the State of ******* had authorized me to remove, until these people decide they want to talk to me. It is ridiculous that I am being held at their mercy. And I'm sure they're certainly feeling no sense of urgency to return my phone call when they charging me daily for the device.
Business Response
Date: 12/05/2024
We apologize for the long wait times, but we did call *** ******** back at 8:25 AM this morning, the call was answered but there was only dead air. The LifeSafer Reputation Manager will be reaching out to *** ******** shortly to get this resolved.
Customer Answer
Date: 12/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ********
Initial Complaint
Date:12/04/2024
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 am scheduled to have the device removed tomorrow on 12/4/2024 I checked my account 2 days ago to ensure I didn't owe anything there Was nothing showing pending on my account now a hour ago I get charged 68 dollars for monitoring when there is nothing to monitor its literally being removed tomorrow I called spoke to a represtive he only said he can credit me 35 dollars and wouldn't transfer me to a supervisor because this is obviously bad business practice and I run businesses I would never treat a customer this way
Business Response
Date: 12/05/2024
*** ******** was on 14-day autopay since June. Autopay is automatically withdrawn every 14 days until turned off or the account is deactivated by deinstall. Nothing changed, an email was sent the day of the autopay to advise it would be running that night, and *** ******** failed to disable it prior to that. However, to resolve this complaint, we have issued $62.57 credit back to the card *** ******** paid with at the deinstall appointment for the unused 13 days of fees. An receipt from our credit card system should be arriving in his email inbox shortly from a scramsystems.com email address.
Customer Answer
Date: 12/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ********

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LifeSafer is NOT a BBB Accredited Business.