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

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  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:10/01/2024

  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.

  When I signed up for the ignition interlock program, it was my understanding that it’s $100 a month plus a $20 fee for servicing. As well as that I need to get serviced every 28 days to keep my driving privileges. I go to my first service date and the technician informed me that I needed to pay an extra $100 on top of the $140 I was initially “estimated” when I texted him. This was apparently for installation. I already paid $250 to get it installed (different from the $230 quoted, mind you) by a technician who tried to give me tips on what to do if I wanted to continue drinking (I’m supposed to take this service seriously????). So here I am, forced to pay the extra $100 so I can get it serviced and continue driving. And THEN once that was paid, I was informed that I’d need to come back in 10 days and pay another $100 for servicing. That’s not the 28 days shown.
  
  Let me note that before I got this device installed, they were very happy and quick to take my phone calls, even calling me if I hung up. Now that I have this entrapment device installed, there’s ALWAYS a phone wait with a very vague estimate of, “You’ll need to wait at least ten minutes.” I’ve tried staying on the phone and have sat for two hours.
  
  Apparently, via their online chat, they supposedly “escalated this concern” but I have not heard back. I’d like to be refunded for the extra $120 I’ve paid so far as well as my next service date to be changed to the end of this month, when it’s SUPPOSED TO BE.
  
  This company is predatory and taking advantage of the fact that I’m in a difficult position, forcing me to pay extra money knowing that I can’t NOT pay it, because I need to drive. I’m sure this is a way of padding their bank account.
  
  I would like a phone call from this dishonest company to resolve my refund request as well as to process a complaint against the installation technician.

  Business Response

  Date: 10/02/2024

  Client did sign up for autopay, meaning the first 14-day payment was due on the date of install, 8/29. This autopayment was declined. An email was sent to Ms. Varisco at that time advising her to contact us to correct this. Since the autopay was unable to run and she didn't set up a new card, when she came in on 9/30, the payment from 8/29 to 9/30 was due and she was required to make the next payment to set the device out past 9/30. I assume because of her questioning the total, the tech only added 14 days to the device and advised her to call us. To be transparent, that 9/30 invoice had 42 days of the monitoring and loss protection fees, but 88 days of reporting fees. The extra 46 days of reporting fees was refunded back to the LifeSafer account on 10/1 when the billing was reviewed. 

  To summarize:
  *** ******* was installed on 8/29 and has been charged for 42 days worth of fees, paying her account out to 10/10. This means she is due back for service within the service window for the 10/10 service date, as allowed per ** regulations. No additional refund is due. Please be advised, interlock clients are always charged in advance, meaning at the time of each payment, you're paying for the next 14, 30, etc. days. 

  Our Resolutions Manager will be in contact with *** ******* shortly.

  Customer Answer

  Date: 10/02/2024

  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

  As I understand it, I’ve paid what was required to get my vehicle serviced in the next 28 days. Why would it only get me to 10 days? That doesn’t make any sense and it does not explain the extra $100 charged to me at my service visit. 
  

  I cannot get ahold of ANYONE in regards to this. I am nervous about the fact that I can’t call and get a response and that I need to worry about being charged surprise frivolous fees. This is exploitative. I would like a refund for the extra $100 and to be serviced in the normal time frame.

  
  So, what? The next time I need to get serviced I’m going to have to come back in ten days from that date?

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

  Business Response

  Date: 10/09/2024

  We spoke with *** ******* after her rejection to our response and explained that she was a month behind on payment when she came to the 9/30 service, because her autopay declined the night of install. When she came for service on 9/30, she was only charged for 42 days of service, so that only paid her out to 10/10. This is why she must come back for service again on 10/10. LifeSafer did apply a credit to  her account to cover the additional shop fee she will owe this month.

• Initial Complaint

  Date:09/30/2024

  Type:Product 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 had Lifesafer interlock installed on, 9/26/24, at shop located at: *** ***** ** ***** **** ** **** ** *****. On, 9/30/24, I attempted to start my car to go to work at, 7:34 am, and received an error that read, Handset Communication Problem. I reviewed the pamphlet which came with the system. there was nothing referencing this error. The troubleshooting section had several device errors and recommendations for other errors, but none that had to do with the Handset Communication Problem. I attempted all the other troubleshooting recommendations listed in the pamphlet to include removing my key from the ignition disconnecting the handset from the plug and powering the handset off and on, however none of these options worked. I called the help number on the handset and was on hold for over 90 minutes, and was unable to get through to anyone for assistance, and finally gave up waiting. I came back out to the vehicle and attempted again after an hour, not doing anything different, and this time the handset worked as designed, however, now the screen stated violation reset required by, 10/05/24. I immediately took the vehicle to location I had the system installed and explained the issue. The same tech, William, who installed the system. refused to help me. He said I would probably need a new handset. I asked him if he could swap mine out. He stated I had to call and schedule an appointment, I pled with him that I was unable to get through and he stated they are having staffing issues, and there was nothing he could do. I asked him how he could sleep at night knowing how negatively this affects peoples life's. He responded and said "how can you sleep at night driving drunk putting my children at risk." I left and he ended up coming out as I was attempting to start my car, and hooked his blower and diagnostic system up and fixed the violation error, and said you should be good now. This is an equipment issue and an unfair business practice.

  Business Response

  Date: 09/30/2024

  We are sorry to hear of any device or customer services issues, we take this very seriously. Our management team is reviewing the account and will be in contact soon. Please allow us 24-48 hours to gather information and contact *** ******.

  Customer Answer

  Date: 10/01/2024

  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:09/27/2024

  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 had an IID installed by LifeSafer on 9/16/2024. Since installation, I have had the device go off in the middle of the night while I’m sleeping on 3 separate occasions. I’ve then had to pay to get the device reset and was subsequently given violations. The device is not supposed to go off when I’m not driving. I am asleep and the device is going off. I now have had 3 months added to my already 6 month long period required to have the device. I have spent over the last 3 days, 6 hours and 37 minutes on hold with customer support to never even reach a live operator. I’m also being charged $79.76 every few days by LifeSafer and they refuse to tell me what the charges are for. I have screenshots of me asking support agents what is happening and they immediately end the support chat. This company boasts online about incredible customer support yet I have yet to even come in contact with anyone over the phone and when I get someone through the online chat, they immediately neglect me. I’m not looking for any financial restitution from this company. I would just like to be treated like a human being and know what is going on. I have of course chalked the violations up to my own wrong doing and not machine failure but I can’t even get in contact with anyone to have them explain what I’m doing wrong if anything. They just proceed to keep setting the device off and subsequently charging me. I am completely irate with the way this company has treated me. Thank you for hearing me out and I hope you can have the company rectify this.

  Business Response

  Date: 09/30/2024

  We are sorry to hear of any negative experience with the interlock device. We are reviewing logs and the LifeSafer Resolutions Manager will be in contact with *** ******* today. 

  Customer Answer

  Date: 10/02/2024

  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.

  Originally I was under the impression that I may have an issue with the device. After finally having LifeSafer reach out to me after well over a week of no contact (leaving me on hold, dodging calls. etc…) they had the device rewired to my car. They’re now telling me that the issue is with my car itself and not the device. They told me “this is a common simple issue with OTA (over the air) updates on ******** ****.” This issue is not simple nor common. They’re now telling me the issue is with my car itself and not the device. I am at a loss as to why on God’s green earth if this was a “common issue with ******** ****,” why was I not informed prior to the installation that this issue could arise? I have now spent over $1,000 to this company and had them tamper with my car on more than one occasion just for them to tell me the issue is with my car and there’s nothing they can do to help me. I want the device to work so I can serve my 6 months with the device and get on with my life. I made the mistake of getting behind the wheel that night and I understand that and I’m onerous of that but this company has made it impossible for me to serve my 6 month term with the device and has caused more stress and financial burden than anything else I’ve had to deal with. 
  

  Thank you for hearing me out.

  **** ** ******* *** 

  
  
  
  
  

  Business Response

  Date: 10/02/2024

  We do apologize for the initial delay in reaching us, as explained, call centers nationwide are facing a staffing shortage, but since Monday, *** ******* has had constant communication with LifeSafer's Reputation Manager.

  When he states, "just for them to tell me the issue is with my car and there’s nothing they can do to help me" -- this is untrue, we have told him that we intend to resolve the issue still. We are working on it currently.

• Initial Complaint

  Date:09/25/2024

  Type:Product 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 had LifeSafer's ***** device installed on my vehicle on September 16th, 2024. The installation went great and the technician was kind. My dad drove me to and from the appointment because my driver's license was revoked. When I got my license back today, September 25th, 2024, my friend drove me back home. I got in my car and immediately had a code on the device that I was in violation. Waiting on the phone for 3 hours, then the call dropped. I stayed on hold for another hour and a half and finally got someone. They told me that since it was a violation, even if I didn't touch the vehicle in 9 days, I would have to pay $75 and bring it in to be serviced. Brand new installation, now taking off more work, and having to deal with a product that I just got and doesn't work is a major violation of my rights. Their customer service after the sales process is terrible, the service people through the phone don't give answers, and the process is easy up until you get it installed. This is a shady company with shady practices devouring on the weak and making their bank accounts hurt.

  Business Response

  Date: 09/26/2024

  We're sorry to hear of any difficulties with the device. Unfortunately, we don't have remote access to the device to be able to advise what caused the issue over the phone. Most clients do not require a trip for service within 2 weeks of installation and we hate that he is the exception to that. The client has stated his disputed amount is $1276.00 but he's only paid us $186.54.

  The LifeSafer Resolutions Manager will be in contact with *** ******** shortly.

  Customer Answer

  Date: 09/26/2024

  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.

  The disputed amount is the total I will be paying monthly to the company. They don’t realize that I am also taking off work and spending even more time on this issue for a product that should work right away. It’s like buying a car, driving it home, and trying to start it the next day and it won’t let you.

  Their customer service is awful and if I’m a paying customer, I should have somebody on the line right away. Thankfully I was home with the vehicle but what if I was at work and had to leave the vehicle there? 
  

  There’s no good resolve to this issue because I know I won’t be compensated for my time or effort, I want it to be known that they are impacting my life significantly then it already has.
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 09/30/2024

  Our Resolutions Manager spoke with *** ******** on Friday and provided a resolution. We believe that we have come to a mutual resolution on this complaint. 

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:

  I got a call from LifeSafer who were more than helpful. She explained that it was completely their fault in the machine malfunctioning and gave me a credit back. She let me know that their tech installed the product incorrectly and me not driving was the right thing to do. I will say that their call center are very unprofessional but their customer service rep was amazing. 

  
  
  
  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:09/23/2024

  Type:Product 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.

  Equipment failure multiple times over charging at all costs on myself

  Business Response

  Date: 09/23/2024

  Thank you for bringing this to our attention. After reviewing the logs, these device recalls are due to the log filling up prior to the due date for a new device. We will refund all fees charged for this and set Mr. **** up for sooner shipments moving forward. The LifeSafer Reputation Manager will be contacting Mr. **** shortly regarding this. 

  Customer Answer

  Date: 09/28/2024

  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:09/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service in June. When spea**** with the agent I was told I could pay bi-weekly which is what I wanted. She stated my first service fee would be waived and then it would be 30.00 for serve fee and 50.00 by weekly. My appointment to get the device installed was an unexpected $250.00 which I was not told about. I told the man at the place I was told no more than a 100. 00 to get it installed and he informed me I was not the only one that has told him that and he don’t know why Lifesafer tell people that. So on to my next service date and the man swipes my card and hand my a receipt for his fee 30.00 but then hands me another receipt where Lifesafer automatically withdrew 164.00 when he swiped. I inquired about that and he says that Lifesafer charges an agreement fee and I wasn’t told about that. I then stated to the man 1 was supposed to pay 50 plus tax every two weeks. I then informed I had to setup autopay for this to happen. I was with ********** for 2 years prior and never had to setup autopay. Anyway I setup auto pay on my account and my payment was due today 9/22 and Lifesafer withdrew 68.64. Tried chat to inquire and no one available. This company is misleading, money hungry liars and I would not recommend.

  Business Response

  Date: 09/23/2024

  We have reviewed the notes and listened to that enrollment call when *** **** was quoted fees. She was quoted $200 for the installation fee, $50.99 biweekly if using 14-day autopay for lease fee, plus $25 shop fee at each visit. Please note all fees are quoted pretax since tax rates change over time and based on shop locations. *** **** did not provide us with a card for autopay, she had the ability to do this through her online account or by phone. When a client doesn't use autopay, they are required to pay for all the days being added to their device at each service. So, her biweekly total is $50.99, plus the optional Loss Protection Plan she signed up for at installation. 

  If *** **** paid $250 rather than $200 plus tax, we need documentation to proceed with rectifying that overcharge. LifeSafer's Reputation Manager will be reaching out to *** **** to try to resolve her concerns.

• Initial Complaint

  Date:09/21/2024

  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.

  fraudulent charges on my credit card. Altering invoices at a later date to reflect something different.. Life Safer has over charged me for services that I have not previously had. after bringing this to there attention Life Safer manipulated my online account with them by changing my account to auto bill pay and illegally charged my credit card 433 dollars to get the over charged billing I had complained about ..Used aggressive retaliation tactics to due to me informing them I was filing a complaint with the BBB..

  Business Response

  Date: 09/23/2024

  *** ********* was set up for autopay during enrollment. While we did provide him with a free month promotional credit, he still owed for the one-time administrative fee, state fee, and optional loss protection plan, which is why our system attempted to charge his card $32.35 on the night of installation, 5/29. That charge was declined, turning off his autopay, which caused him to get behind with payments. When he came for service at his first 3 month interval, he owed for those first 85 day that didn't get paid previously, plus the next 85 days being added to his device. To further explain, with interlock service (and many other services) client are always paying in advance - paying for the upcoming days of service. If his 14-day autopay had been able to run, that first 14-days of charges would've been withdrawn from his card on 5/29, then the next 14 on 6/12, then 6/26, etc. If a client opts out of autopay, or it declines and isn't reactivate, they are required to pay for the days being added to their device at each service appointment. 

  As far as those invoices go, due to the declined autopay, the charges didn't run quite as they were supposed to and that's why the 9/20 invoice has refunds on it. However, the remainder of the charges were correct.
  To summarize, *** ********* was installed on 5/29 and has been charged a total of 170 days of service, bringing his paid-to-date to 11/15/24, which is what's reflected on his LifeSafer account. The payment he made in August did not cover the past due fees, much less the fees for the days being added to his device at that August service to push his next service and appointment dates out to November. 
  In an attempt to paint a clearer picture, 85 days of fees costs $345.95. 

  The department that reviews the account billing has no knowledge of *** *********** threat to contact BBB. We are a highly regulated business due to the nature of the business -- providing state-mandated devices. We have a strong ethical background and would not retaliate due to a complaint. Our ethics is proven by the refund of the overcharged fees on 9/20 Invoice #*****. 

  Regarding charging *** *********** card, this is a normal business procedure for past due amounts. We do this anytime we come across a past due amount and we only came across this due to his request for us to review his invoices. *** ********* gave us permission to withdraw payment from the card he provided to us through our contracts. I've attached the contracts to this response -- see Section 11 on the Terms & Conditions form and "FEES AND OTHER CHARGES AND TERMS" section of the Service Agreement form. 

  If *** ********* doesn't want to use autopay moving forward, he must be prepared to pay for the amount of service days being added to his device at each service. If he cannot afford all 85 days that ** allows, he may choose to pay for as little as 30 days and come back every 30 days for service. LifeSafer's Reputation Manager will be in contact with *** ********* today.

   

  Customer Answer

  Date: 09/30/2024

  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. There are several discrepancies between the version of the invoice I have and what is reflected in your system: this is 1 of a couple invoices that I have noticed discrepancies...
  Missing Registration Number: On the left side of the invoice I have, under the Life Safer logo, there is a registration number. This number is missing from the version in your system. 
  Time Discrepancy: The invoice I have reflects a time of 3:00 PM, whereas your system shows 3:45 PM for the same invoice and date.
  Device Type Inconsistency: On my invoice, the device type is listed as *****, but the version in your system shows something different for the same invoice number.
  Additional Notes: On my original invoice, there were no notes listed under the quantity of items. However, notes now appear on the version in your system, which were not present before.
  Although these changes did not affect the total cost of this particular invoice, they demonstrate that the invoice has been altered after I had made a payment. Due to me not being informed of these changes by Life Safer , My perception is Life Safer Invoicing is not Transparent for the consumer. And is showing a misrepresentation of the true and actual invoice.
  In regard to the payment issue, I would like to clarify the situation:
  Initial Payment and Auto-Pay Deactivation: During my initial conversation with a CSR back in March , I used my ******* *** **** card to register  for an account with Life safer and pay a deposit as I was instructed to do. When Life Safer attempted to charge my card again on 5/29 after my installation, the payment failed because I deactivated the card as a result, the auto-payment feature was voided and became inactive at that point. From May 29th 2024 until recently Sept 20th 2024  I was unable to reach anyone with Life Safer to speak about my account leaving me with no answers and know way to correct anything involving the account! Leaving me to believe that Life safer is understaffed and is unable to accommodate there customers in  a reasonable and professional time. I have attached a screen shot of my phone to show the last phone call I made and the time I was on hold at which point I hung up due to no answer again from Life Safer.
  
  
  New Card Entry Without Consent for Auto Pay: When I later entered a new card on the Life Safer website, the website clearly stated: "By submitting your credit or debit card information on this page and checking this box, you are authorizing us to charge this card pursuant to the Terms and Conditions of your Program Service Agreement.", I did not check the box authorizing any form or payment and or auto payment. According to your website’s terms, this is a necessary step for enabling charges and  automatic charges, and without it, no recurring payments  or and charges should have been processed. In your own words during our conversation on Monday you stated to me that the representative did in fact go in my account and change it to auto bill pay, and charged my credit card! "Please keep in mind that my credit card was sitting in my account on the Life Safer website for over 4 months without being charged or attempted to be charged at any point! Even when Life Safer states I owe a back balance !I never referenced in anyway I wanted the account to be changed to auto bill pay or to be charged.
  Clause 2 Authorization Does Not Apply: While I understand that under your Terms and Conditions it states, "The client hereby authorizes the service provider to charge any credit card of the client on file with the service provider for any fees, charges, or expenses of the client that arise under this agreement, including without limitation the establishment of recurring or automatic charges to any such credit card," this does not override the requirement for specific consent for each card. The previous authorization for auto-payment applied to my old card, which was deactivated. The new card does not carry that authorization unless I explicitly agree to it ,While Clause 2 allows for charges to any card on file, it assumes that  I have given proper consent to charge the new card. I  did not opt into recurring payments with my new card, making the charge inconsistent with your terms.
  In conclusion, the charge made to my new card was unauthorized because I did not opt into auto-pay or give permission for recurring payments and or charges on that card nor did I give consent for Life Safer and employees of Life Safer to go into my account and change my payment method to auto bill pay..
  
  
  
  
  
  Regards,
  
  
  
  **** *********
  

  Business Response

  Date: 09/30/2024

  We have already explained to *** ********* that the differences in the invoices are simply the paper copy has a few extra details that the online invoice does not. None of the line items, charges, or payments are different.
  I explained the difference between the 3:00 PM to 3:45 is due to one logging the appointment time and one logging the time it was actually created. This is not a "manipulation" of the invoice that *** ********* believe it is, just different views of the same invoice.
  The difference of the device type names are just the layman terminology vs the technical term, they are the same device. There is no conspiracy going on with these details.
  Again, this is not an alteration of the invoice, as he said, no dollar amounts changed. This is simply a different view of the same invoice. 
  
  *** ********* states that he made a deposit with us in March, this is untrue. In March, we simply collected his card information and authorized $.01 (to ensure the card was active) to set his card up for autopay. 
  
  We have acknowledged our long wait times, which are due to a nation-wide staffing issue call centers face. While we have implemented online options and automated phone options, the wait times are beyond our control. Since this is a nationwide systemic issue, we should not be expected to solve this systemic issue as a private business.
  
  *** ********* may have missed the part of the contract that says, "If the Client has provided a credit card or debit card for which the Client is an authorized user (“Card”) to the Service Provider, then the Client hereby authorizes the Service Provider to keep the Card on file. The Service Provider may use the Card, without further notice to the Client, to make an immediate debit to the Client's bank account, or charge to the Client's credit card account". This authorizes us to use the card for a onetime payment or an autopay. He also has the right to turn autopay off after the fact. Plain and simple, we are authorized to use the card without further notice to *** *********.

  LifeSafer feels we have addressed all concerns and request that BBB closes this complaint. 

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged multiple times for a faulty device that had a short in it. I also had to have my car towed because the device would go dead and not restart. I have videos of this happening while I was driving. I called in regarding this issue and was told to disconnect the negative charge from the battery. That did not work. I was stranded about an hour away from my home for about 6hrs, just this last time. I was told multiple times it was the fault of my battery. I am also being charged random amounts of money without adequate explanation. This company does not want to accept ANY responsibility for its faulty equipment. I would not recommend this service.

  Business Response

  Date: 09/19/2024

  Our records show *** ********* came in once per month for at least the last year and a half. At each of these appointments she was only charged the required monthly fees. The invoice totals increased starting on the March 2024 invoice because she was previously on ************ financial assistance program, which exempted her from certain fees. I don't show where *** ********* has inquired about her charges for us to explain adequately. We are also fully willing to reimburse towing for device faults, but we have not received any tow bills. The LifeSafer Reputation Manager will be reaching out to *** ********* today to discuss and attempt to resolve. 

  Customer Answer

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/16/2024

  Type:Product 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’m having an issue with lifesaver interlock. I had it installed July 18 and in the first month I was violated for having to breathe in it too many times because I struggled with using it as a new user then in the next month I also got a violation for the same reason breathing too much because I was still struggling then in the third month I’ve already received a violation because again I am struggling and I also have asthma and a cold, which makes breathing into it a little more difficult i’ve tried to reach out to Lifesavers to discuss these issues as to why I was violated when I did not fail the test it was I was having to breathe too many times. Unfortunately, you cannot get anyone on the phone when you call the one 800 number you are on hold for over two hours and still no one picks up. Also they have a live chat that is always not working so you can’t get anybody on the live chat. I reached out to the woman the sales person who originally helped me unfortunately she can’t really do anything about it so I am switching lifesaver interlock to another one. I really wish they would have spoken to me because all I wanted to do was explain and hopefully get a refund on the violations since I really didn’t violate in addition no one explained to me what the parameters were for violation. I assume it was if you failed the test for alcohol never did. I know that it could happen for struggling to breathe into the machine too many times .

  Business Response

  Date: 09/16/2024

  Unfortunately, the way the device operates and the amount of the air required are set by NHTSA and state regulations. This include the requirement to have the device serviced when a violation event occurs. The complaints presented here are not under the control of LifeSafer interlock. Additionally, some states do have exemptions or adjustments for breathing/medical conditions, such as a lower breath amount requirement, but ** does not for LifeSafer. The LifeSafer Resolutions Manager will still contact *** ******* to discuss the situation. 

  Customer Answer

  Date: 09/16/2024

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

  Customer Answer

  Date: 09/16/2024

  I responded to the business which was lifesaver ignition interlock, and they talked about the fact that I was unable to blow and I was smacked that it was user error. OK that’s not just the issue that I have a lot of the issues I have is when you call the business nobody answers the phone you wait over two hours and no one ever comes on the phone as a live person. Also, they have a live chat and that is always down and it says unfortunately we live chat. It’s not available today. I found out in the state of *** ****** I am required to get my equipment calibrated every 60 days and lifesaver. Does it every 30 days and I feel this is unfair. I wanted to write this in my response but I don’t know what I did and unfortunately I’m not able to do that so sorry .

  Business Response

  Date: 09/16/2024

  We apologize for our long wait times. We are doing our best to reduce our wait times, but it's strictly staffing issues.

  *** ****** statutes do allow service at "intervals of no more than 60 days." However, we have found that this is not best for our clients and we have kept the 30-day service interval for all of our ** clients. 

  Regarding the testing, we just simply don't have the power to change how the device operates or the amount of air it requires. Our Resolutions Manger did reach out, left a voicemail, and sent an email to *** *******. She is ready and willing to help how she can if *** ******* will reach back out. 

   

  Customer Answer

  Date: 09/17/2024

  Another major issue is it is not accurate. It states I was violated for refusing to retest when that is in fact not true. I was unable to give a proper breath and it kept stating Blow harder or low him quality. Never did I refuse 

  Customer Answer

  Date: 09/17/2024

  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:09/11/2024

  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 have experienced multiple problems with LifeSafer before I even began using their services. While required to install an interlock device in my car, I only chose this company as they were the only option that could get the installation scheduled within a reasonable amount of time. This did not prove to be the case, as they cancelled my installation multiple times without notifying me because they failed to provide the installer with the equipment prior to my installation appointments. I only found out upon showing up both times with the installer telling me they could not do it because they were not provided the equipment. This resulted in me not being able to get the device installed until two months after I was granted approval, resulting in an extended amount of time for me to have deal with all of this. Upon finally getting the device installed, I spoke with a LifeSafer representative over the phone and opted out of their insurance protection plan. They representative did not opt me out and I learned months later that they had been charging me for this. I emailed them multiple times addressing this issue with no response. Furthermore, the service center had to replace their faulty device multiple times within the first few months of having it in my car because it was not operating correctly and kept reporting violations that I was not responsible for. I had to deal with the extreme stress of potentially losing my license as this was reported to the RMV, with whom I had to have a hearing to advocate for myself. When requesting my records from LifeSafer in advance of this hearing, they failed to provide me with my records in a timely matter which would have resulted in my license being revoked had it not been for the service center writing me a letter stating all of the times they had to replace the faulty device. The RMV determined I was not responsible for these "violations", yet LifeSafer has failed to remove the multiple charges associated with them.

  Business Response

  Date: 09/12/2024

  We are sorry to hear of any difficulties regarding the installation and ongoing use of the LifeSafer interlock device. LifeSafer's Resolutions Manager is reviewing Ms. *******' account and will be in contact shortly.