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

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  LifeSafer

  600 W 58th Avenue Suite F Anchorage, AK 99518

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  LifeSafer

  5027 List Drive Colorado Springs, CO 80919

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  LifeSafer

  810 South Portland Avenue Pueblo, CO 81001

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  LifeSafer

  4549 Tabor Street Unit D Wheat Ridge, CO 80033

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: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:09/12/2024

  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 had the interlock device installed on my car in May 2024 by lifesafer. I am supposed to be charged a monthly calibration fee each month for 12 months. I setup auto pay through the month of June 2024 and my account was paid for each month through auto pay. I requested lifesafer to take my card off auto pay due to being charged for a violation the first day I got the device installed in my vehicle. The device kept indicating I needed to blow harder and caused me to be charged for a missed blow. I tried contacting lifesafer multiple times and opened a dispute and they indicated I had to pay the fee for a missed blow. I was then scheduled for my monthly calibration on July 24th and was told I can pay my calibration fee during my scheduled appointment. I went to my scheduled appointment for July on the 25th and paid the full amount due. My next scheduled appointment in August I paid for my calibration appointment in August. I was told at my appointment in August I had a fee due for a missed calibration fee and was told by the auto shop to contact lifesafer for details the auto shop couldn’t tell me what the fee was for. I contacted lifesafer and was told a dispute had to be opened. After lifesafer reviewed the dispute, they said a payment was declined on July 5th and lifesafer charged my card on file September 9, 2024 for July calibration fee after I paid on July 25 2024 during my scheduled appointment. Now my next scheduled appointment is September 27, 2024 and I will then have to pay another calibration fee during September’s scheduled appointment on the 27th. I have contacted lifesaver about this and have not gotten any resolution.

  Business Response

  Date: 09/13/2024

  This account has been reviewed multiple times now to ensure accuracy and the balance due and collected on 9/11 was valid. Here is a breakdown showing the starting invoice-from date, the days (daily fees) invoiced, and the resulting paid-to-date. I have also marked each transaction as paid or unpaid to further exemplify. *** ******* installed the interlock on 5/24, so that is the starting date.

  5/24 + 14 = 6/7 - paid on 5/24
  6/7 + 14 = 6/21 - paid on 6/7
  6/21 + 14 = 7/5 - paid on 6/21
  At this point, the autopay was shut off and no payment made until 7/25. On the 7/25 invoice, 28 days were added (taking from the previous paid-to-date) see the detail of that here - starting from the last paid-to-date:
  7/5 + 28 = 8/2 - paid on 7/25
  Since this payment only pushed her out a few days, she had to return a few days later on 7/29 and paid another 28-day invoice. The client did not pay this invoice, so that's when her balance started:
  8/2 + 28 = 8/30 - unpaid 
  Then *** ******* came for service on 8/27:
  8/30 + 28 = 9/27 - paid on 8/27
  On 9/11, we ran the card on file for that missing 7/29 payment.

  I'm sorry if this wasn't explained in a clear way to her, but this account has been checked multiple times and you can see from breakdown above that the payments we took are valid and the client is getting credit for them. *** ******* has access to all these invoice as well.

  So now, her account is paid up to 9/27 and her balance is $0. 

  Customer Answer

  Date: 09/13/2024

  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 attached a copy of my account history. My account was paid off up until June. I was scheduled for a calibration and paid July 25th, and had a remainder balance of $55 for a late fee. I was then scheduled 4 days later on July 29th for another calibration and was charged $118.68 the auto shop said it was an error I was scheduled 4 days later again and stated I will not be charged. In August I had the late fee waived and paid $120. Why do I have to be charged for a calibration on 7/27 and 7/29?

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

  Business Response

  Date: 09/13/2024

  I don't know how to break down the payments any clearer than what was already done. My last email showed the starting paid-to-date, the days charged, and the resulting paid-to-date. 

  The screenshot sent by *** ******* shows that the last 14-day payment was made on 6/21, which paid her account up to 7/5. This means the next payment was due on 7/5 but it didn't because the autopay was turned off. This means, the next days that were charged to *** ******* was on 7/25. The days she was charged pushed her account paid-to-date from 7/5 to 8/2. This is why she had to go back again to get the days added for 8/5 moving forward. The shop didn't understand the billing side because they didn't understand that she was behind on payments at the 7/25 appointment. LifeSafer call center handles all billing and accounting concerns.

  Maybe the client has someone in accounting or proficient at math that can help her understand this because she didn't answer our manager's phone call, nor respond to her email to help. 

  Customer Answer

  Date: 09/15/2024

  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.
  
  
  This doesn’t make any sense to me because lifesaver’s response/breakdown doesn’t correspond to my account statement at all. I paid up until June with auto pay. 
  
  The amount I was being charged for 14 days was $62.52 
  
  Lifesafer stated I paid my account up to 7/5. Lifesafer also stated that means the next payment was due on 7/5. Why was I charged $118.68 for 14 days (6/21-7/5) if I paid my account in full for the month of June? Auto pay was turned off? I paid for the month of July on 7/25 in the amount of $128.79 (7/5 + 28 = 8/2 - paid on 7/25).

  I then paid for the month of August on 8/29 (8/2 + 28 = 8/30 - “unpaid”), which lifesafer is saying is unpaid. My September appointment is scheduled 9/27 and I will have a balance to pay for on September appointment, (8/30 + 28 = 9/27 - paid on 8/27), which lifesaver is saying I paid on 8/27).
  
  My account statement doesn’t show me what lifesafer is claiming. My account statement shows I was paid up for the month of June with a zero balance. I was automatically scheduled for a calibration on 7/25 by lifesafer and paid the account balance in full. Then I was automatically scheduled for an appointment on 7/29 and I was charged $118.68, and I don’t know why is it for the 14 days (6/21-7/5)? That’s what is on my statement, none of what lifesafer response is explaining what is in my statement. I didn’t pay the $118.68 for the additional appointment scheduled on 7/29 at the time of my appointment. Lifesafer charged my card on file without my authorization for the additional appointment scheduled on 7/29.
  
  
  If I was off auto pay why am I being billed 6/21-7/5 for another 14 days? I’m being charged $128.79 on 7/25 and $118.68 on 7/29 for 28 days. Why am I being charged for two calibrations in the month of July? I shouldn’t have two calibrations four days apart.
  When I called lifesafer to be taken off autopay, lifesafer told me to pay monthly at my scheduled  MONTHLY appointments.
  
  If I was paying half the calibrations every 14 days in the amount of $62.52, why am I billed $247.47 for the month of July ($128.79 on 7/25 and $118.68 on 7/29), why am I billed an extra $118.68 in the month of July? 
  
  Lifesafer has many reviews they add extra charges and this is clearly what is happening. My account balance had 0.00 balance due for the month of June. Then lifesafer schedules me two calibrations four days apart and billed me for me for it.
  

  I paid up until June with auto pay. I paid for the month of July on 7/25. And I paid for the month of August on 8/29. My September appointment is scheduled 9/27 and I will have a balance to pay for on September appointment. I do not know why I had to pay extra $118.68 on 7/29
  
  Lifesafer told me it was because I had a declined payment initially and I knew that was completely false. Then lifesafer said even though I paid on 8/27, the following 8/2 + 28 = 8/30 - unpaid
  
  I paid the following payment on 8/27 which lifesafer is now saying that payment was was for the dates (8/30 + 28 = 9/27 - paid on 8/27 )
  
  And I still will have a payment due 9/27 during my scheduled appointment for the month of September. Each month I will still have a monthly calibration fee every month I’m scheduled for calibrations, I don’t understand how I’m not being charged for an additional calibration when I paid for two calibrations in the month of July. I am supposed to pay for 12 calibrations while I have the device installed in my vehicle.
  
  I’m being charged for an extra calibration in the month of July and I need to be refunded for it.
  

   

   

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

  Business Response

  Date: 09/16/2024

  ** ******* said:
  -Lifesafer stated I paid my account up to 7/5. Lifesafer also stated that means the next payment was due on 7/5. Why was I charged $118.68 for 14 days (6/21-7/5) if I paid my account in full for the month of June? Auto pay was turned off? I paid for the month of July on 7/25 in the amount of $128.79 (7/5 + 28 = 8/2 - paid on 7/25).
  -*** ******* was NOT charged "$118.68 for 14 days (6/21-7/5)". On 6/21, she was charged and paid $62.52 for 6/21-7/5. She was not charged $118.68 until 7/29. 
  
  We agree that she paid "the month" of July on 7/25. As stated previously, the payment on 7/25 moved her paid-to-date from 7/5 to 8/2. This payment was actually due at the beginning of July, but because autopay was still active when she went for service on 6/24, it didn't populate on that invoice like it normally would. It was the timing that she turned off autopay that kept the July charge from populating when it should've (near the beginning of July) rather than at the end of July. 

  *** ******* said:
  -I then paid for the month of August on 8/29 (8/2 + 28 = 8/30 - “unpaid”), which lifesafer is saying is unpaid.
  -This isn't correct. She was charged for the month of August on 7/29 and we took that payment on 9/11. To be clear, nothing occurred between *** ******* and LifeSafer on 8/29. We are not saying this is currently unpaid. It was taken care of on 9/11. 
  -The payment she made on 8/27 was for "the month" of September. That 8/27 payment paid her up to 9/27. 
  

  *** ******* said:
  -on 7/29 and I was charged $118.68, and I don’t know why is it for the 14 days (6/21-7/5)? That’s what is on my statement
  -She needs to show the statement she thinks says this. We see all the same invoices she does and nowhere does the 7/29 statement say this. The only possibility is if the shop wrote that in and if they did, i was incorrect.

  *** ******* was never charged for 6/21-7/5 more than once. I don't know how else to explain it. I showed how the 6/21 charge and payment moved her date to 7/5. Then explained how the 7/25 charge and payment move her paid-to-date from 7/5 to 8/2.

  For interlock billing, you're always supposed to be paying "ahead" so when she paid the 7/25 bill, that only caught her up for July. She was immediately due to pay for August because we were going into August. She only had to pay 2 calibrations in one month because she missed paying for July at the beginning of July. I believe this is the misunderstanding. She thinks she's paying for September's lease when she goes on 9/26, she's actually paying for October's lease fees. This is proven by looking at the very first bill - she installed on 5/24 and paid for 5/24 to 6/7. On 6/7, she paid for 6/7-6/21 - maybe that explanation will help.

  Again, she never paid for July twice. She was charged for July on 7/25 (she should've been charged on 7/5) and she was charged for August on 7/29. She was charged for September on 8/27. Hopefully, explaining the pattern this way helps. If it still doesn't, I suggest *** ******* speaks to her accountant or someone she knows who's good with accounting to help her understand.
  
  I've attached a picture of a calendar to visually show how each payment was applied. The red line shows how the first 14-day charge (5/24) was applied, the green line shows the second 14-day charge (6/7) was applied. The purple line shows how the third 14-day charge (6/21) was applied. The pink line shows how the fourth charge was applied --- this payment was due on 7/5, but didn't get charged or paid until 7/25 because autopay was turned off after she already got July service. 

  Again, she is currently paid up to 9/27 and has no balance. She is due to pay for her October lease at the 9/26 appointment. This is the normal payment timing/process that all clients who aren't on autopay. 

  
  

  Customer Answer

  Date: 09/18/2024

  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 already submitted my account statement and I’m submitting my account statement again with lifesafer. I paid the following amounts on my account. 
  

  
  5/24- $111.27
  6/5-$59.34
  6/21-$62.52
  7/25-$128.79 
  7/29-$118.68 card on file was charged 9/11 
  8/27-$120
  9/27- I will have a September charge 
  
  My account was on auto pay for the month of June which paid for my 6/24 scheduled appointment when I went in for service.
  
  If my account was paid up until June, and  my 7/25 payment caught my account up for July which lifesafer indicated, why do I have an additional calibration scheduled on 7/29 for an additional charge $118.68?
  
  I paid for calibration fees for the months of may, June and July and had a zero balance on my account. It wasn’t until 7/29 on my account statement that I submitted, that my account had a balance due to me being charged $118.68 for an additional calibration fee for the month of July.
  
  I paid my August calibration fee on 8/26 and I will now have a fee to pay on September’s scheduled appointment.
  
  Lifesafer is saying billing cycles are making me pay an additional $118.68 for the month of July.
  
  On 9/11, lifesafer ran the card on file for that additional 7/29 scheduled appointment which should have never been charged. 
  
  Why am I being billed an additional $118.68 in the month of July. 
  
  It has to be a billing error because numbers do not lie, I’m being charged an additional calibration fee of $118.68 in the month of July.

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

  Business Response

  Date: 09/19/2024

  *** ******* stated, "I paid for calibration fees for the months of may, June and July and had a zero balance on my account." This is incorrect - the "zero balance" is only because we didn't add the fees at the time of service due to autopay, this "zero balance" didn't mean she was caught up, it meant the charges simply hadn't been invoiced yet.

  *** ******* also stated, "I paid my August calibration fee on 8/26" This is incorrect -- the August fees were paid on 7/29. Fees are always due at the beginning of the month, but she was late for her July payment, that's why it was taken on 7/25. She got back on track when making the August payment on 7/29.

  The last autopay caught the account up to 7/5. 
  The payment on 7/25 caught the account up for July, as *** ******* stated. (Maybe it will help to understand by explaining this payment was due on 7/5.)
  The 7/29 payment was for the month of August. 
  The 8/27 payment was for the month of  September. 
  The payment made next week will be for the month of October. 
  

  Here's another way we can break it down to show there were no duplicates for any month:
  The payments on 5/24, 6/5, and 6/21 were for June.
  The 7/25 payment was for July. (This is the late payment - was due on 7/5)
  The 7/29 payment was for August. 
  The 8/27 payment was for September. 
  The upcoming payment is for October.

  I've run out of ways to explain this. I've had multiple people review this and we're all in agreement that the client is on track and hasn't overpaid. 
  

  I realized my calendar visual didn't get attached to my last response, so I'll try to attach again to this one. 

   

  Customer Answer

  Date: 09/23/2024

  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.
  

  Will I have a payment due May 2025 if this is the correct billing cycle during my calibration service? How much will I have to pay during the service appointment that will be scheduled on May 2025?
  

  Lifesafer indicates the payments on 
  
  5/24, 6/5, and 6/21 were for June-meaning I am billed $247.47 for the month of June 
  
  The 7/25 payment was for July. (This is the late payment - was due on 7/5)- if I had an appointment 7/25 and paid for the month of July, why was I scheduled four days later on 7/29 for the month of August???????????? I have not got the reason why I am being billed for the month of August 4 days later in the month of July after being scheduled by lifesafer for the previous scheduled services.
  
  Lifesafer indicates:
  
  The 7/29 payment was for August. 
  The 8/27 payment was for September. 
  The upcoming September payment is for October.
  
  Technically if this is the correct billing cycle and I don’t have a payment the last month of calibration service, then I was charged in advance for a month of service. In the months of July I was billed 14days on 7/5 and then another 28days because I took my account off of auto pay in the month of June. Why is the account being billed twice in July. 
  
  I was told each monthly calibration service fee was around $125  My account statement indicates I paid the following payments. 
  
  
  5/24- $111.27
  6/5-$59.34
  6/21-$62.52
  7/25-$128.79 
  7/29-$118.68 card on file was charged 9/11 
  8/27-$120
  9/27- I will have a September charge 
  
  My account was on auto pay for the month of June which paid for my 6/24 scheduled appointment when I went in for service.
  
  If my account was paid up until June, and  my 7/25 payment caught my account up for July, why do I have an additional calibration scheduled on 7/29 for August for an additional charge $118.68?
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 09/23/2024

  *** ******* asked, "Will I have a payment due May 2025 if this is the correct billing cycle during my calibration service? How much will I have to pay during the service appointment that will be scheduled on May 2025?"
  --I can't answer this because i don't know her specific requirements, not all clients, even within the same state have the same requirements. If her requirement is done in May, she would only pay for the days she needs it up to the day of deinstallation. So, no, she will not pay a fee in May if she is able to remove the device before her May service is due.  
  
  *** ******* stated, "Lifesafer indicates the payments on 5/24, 6/5, and 6/21 were for June-meaning I am billed $247.47 for the month of June "
  --According to the dollar amounts listed below that in her reply, no. The dollar amounts listed for 5/24, 6/5, and 6/21 total $233.13. To be precise, those 3 payment paid *** ******* from the installation date of 5/24 up through 7/5, so a total of 42 days. 
  

  *** ******* stated, "The 7/25 payment was for July. (This is the late payment - was due on 7/5)- if I had an appointment 7/25 and paid for the month of July, why was I scheduled four days later on 7/29 for the month of August???????????? I have not got the reason why I am being billed for the month of August 4 days later in the month of July after being scheduled by lifesafer for the previous scheduled services."
  --I have answered this question multiple times. I don't know how else to explain it. The 7/25 payment was actually the payment that was due on 7/5. If she had paid July on time, the August payment wouldn't have been due 4 days later, it would've been due about 1 month later. To clarify, the August payment wasn't early, the July payment was late. Just because she didn't pay her July payment on time, doesn't mean it goes away, she still had to pay that and she did on 7/25.

  *** ******* states" The 7/29 payment was for August. 
  The 8/27 payment was for September. 
  The upcoming September payment is for October.
  Technically if this is the correct billing cycle and I don’t have a payment the last month of calibration service, then I was charged in advance for a month of service. In the months of July I was billed 14days on 7/5 and then another 28days because I took my account off of auto pay in the month of June. Why is the account being billed twice in July. "
  --We have been saying all along that you're paying in advance -- the entire time. This is how all interlock customers are charged. When you installed on 5/24, the 14 days you paid for were 5/24-6/7 - as I've indicated over and over again. 
  
  *** ******* states, "I was told each monthly calibration service fee was around $125  My account statement indicates I paid the following payments." 
  --The first payment to LifeSafer includes start up fees, so that's why it was more
  --The 7/25 invoice had a $55 missed appointment fee on it. 
  --Some months the reporting fee (which is part of the monthly fees) gets left off, giving you a small break on the total monthly fees. I'm unsure if the shop is removing it or it automatically is being left off. 

  I'll break this down one more time:
  5/24 invoice is for 5/24-6/7
  6/7 invoice is for 6/7-6/21
  6/21 invoice is for 6/21-7/5
  7/25 invoice is for 7/5-8/2
  7/29 invoice is for 8/2-8/30
  8/27 invoice is for 8/30-9/27
  The next invoice will be for 9/27-10/25
  

   

  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.
  
  
  

  Lifesafer states they will break this down one more time indicating:

  5/24 invoice is for 5/24-6/7_I paid $111.27 the amount for 28days

  
  6/7 invoice is for 6/7-6/21_I paid $59.34 the amount for 14 days

  
  6/21 invoice is for 6/21-7/5_I paid $62.52 the amount for 14 days 

  
  7/25 invoice is for 7/5-8/2_I paid $128.79 the amount for 28 days 

  
  7/29 invoice is for 8/2-8/30_I paid $118.68 the amount for 28 days 

  
  8/27 invoice is for 8/30-9/27_I paid $120 the amount for 28 days

  
  9/27-10/25_I paid $125.48  the amount for 28 days.

  Lifesafer isn’t talking about the amount of charges I’m being billed for. I was told I will have a monthly charge of $125.49 for calibration services. 
  

  I set up auto pay and was paying every 14 days then I took my account off auto pay and I’m being charged for 28days. The payments and charges aren’t adding to $125.49 monthly 

  If the account missed a payment for 14 days (7/5) because it was taken off auto pay, why was I scheduled and charged for an additional calibration service on 7/29 in the amount of $118.68? That is not the amount for 14 days!
  

  I’m only supposed to pay $125.49 monthly for 12 months. If you add up the payments I paid, lifesafer is over charging me, lifesafer stated I paid the following amounts again:

  5/24 invoice is for 5/24-6/7_paid $111.27 for 14days

  6/7 invoice is for 6/7-6/21_paid $59.34 for 14 days 

  6/21 invoice is for 6/21-7/5_paid $62.52 for 14 days

  
  7/25 invoice is for 7/5-8/2_paid $128.79 for 28 days

  
  7/29 invoice is for 8/2-8/30_paid $118.68 for 28 days

  8/27 invoice is for 8/30-9/27_paid $120 for 28 days 

  9/27-10/25_paid $125.48 for 28 days
  

  10/25-11/22 will be charged $125.49

  11/22/-12/20 will be charged $125.49

  12/20-1/17 will be charged $125.49

  1/17-2/14 will be charged $125.49

  2/14-3/14 will be charged $125.49

  3/14-4/11 will be charged $125.49

  4/11-5/9 will be charged $125.49

  This shows I clearly I will be paying for 13 calibration service fees when I am supposed to be paying for 12 calibration services.

  Lifesafer automatically schedules me for my monthly service and it’s scheduled at the end of each month.

  I will now have a payment due of 125.49 each month through the month of May 2025. I have to keep the device on for 12 MONTHS and pay a monthly calibration each month. I will be paying for 13 calibrations during the 12 month period having the device installed.

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

  Business Response

  Date: 09/27/2024

  *** ******* assessment was incorrect, she stated the first payment of 5/24-6/7 was fro 28 days. It is not -- 5/24-6/7 is 14 days. This payment was higher because there is a one-time initial fee upon installation. I have attached a spreadsheet breaking down every single fee charged and payment made. 
  
  Due to ******** requirements, clients must get serviced every 28 days rather than every 30 days. This does mean there will be 13 calibration services over the course of a year. This is not something LifeSafer controls and *** ******* will need to take that concern up with the state regulation makers. Interlock companies are allowed to collect fees for all services they provide. If the regulations make it so that the client has to get service 13 times in one year, the interlock companies are within their rights to collect fees for all 13 services. As far as the lease fees go, those are paid per day, so we are able to charge her the exact number of days she has the device on -- no more, no less. The calibration fees will be paid 13 times because that is a per-visit fee -- this how the shop is compensated for their time and they need to be paid this each time the client is serviced -- again this per state regulations to keep client's compliant. To be completely transparent -- this is one extra $20 fee. If *** ******* wants compensation for one extra $20 fee to resolve this complaint, we are more than to provide a $20 credit to her account. It seems this is the only remaining complaint of *** *******. 

  Regarding *** ******* concern regarding the $125 monthly fee -- the fees are coming out to $125 monthly. This $125 was not quoted as a 30-day fee - it was quoted as *monthly*. ********** "monthly" service is a 28-day period. It was not quoted as monthly to be misleading, it was quoted this way because all ******** clients must come in 28-day intervals so the $125 she was quoted is what she pays every MONTH.

  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.

  
  Lifesafer stated due to ******** requirements, clients must get serviced every 28 days rather than every 30 days.

  This is exactly my complaint with lifesafer. I was scheduled for two service calibrations for the month of July. I had a service scheduled on 7/25 and another service scheduled on 7/29. I shouldn’t have service calibrations scheduled four days apart by ******** law.
  

  My service calibration should be scheduled 28 days apart. 

  I will only have 13 calibration services during a 12month period only because I had 2 calibrations services the month of July.

  There should only be 12 calibration services during a 12month period of installation if you have to get serviced every 28days.

   

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

  Business Response

  Date: 09/30/2024

  The extra service in July was only due to insufficient payment at the first July service. This was not an extra *calibration* appointment, it was an extra appointment to set the device correctly due to a missed payment. It was essentially a payment appointment. 

  We ask that BBB close this complaint as all issues have been addressed and there are no further actionable ite** *** ******* has presented.. 

  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.
  
  
  I did not have any service the first of July!!!! 
  My service dates are scheduled the end of every month (every 28days) which was on 7/25.
  
  Lifesafer stated the extra service in July was only due to insufficient payment at the first July service.  There was never a service in the first of July.
  
  Lifesafer indicated :
  

  7/25 invoice is for 7/5-8/2_ I paid $128.79 
  
  7/29 invoice is for 8/2-8/30_I paid $118.68
  
  The 2nd invoice on 7/29 in July I paid, Lifesafer states is for the month of August which put my account ahead 28days.
  
  The invoice on 8/27 should be 8/2-8/30_I paid $120 
  
  This was an extra *calibration* appointment.
  
  Lifesafer states it was an extra appointment to set the device correctly due to a missed payment but never once stated the amount of a missed payment. 
  
  How much was the missed payment? 
  
  I never received any notification I had any payment due. The account was paid up until May and June.
  
  Lifesafer stated I paid my account for May and June. July service was paid at the end of the month on 7/25 during my scheduled service. 
  
  I should not have to pay for august 8/2-8/30 another 28days on 7/29 invoice. I was told by lifesafer to pay for service on the service appointment scheduled on the end of every month. 
  
  If I paid for the month of July on 7/25 I should not have been charged for the month of August on 7/29 just 4 days later.
  
  I’m currently paying for service charges at the end of every month during my scheduled service appointments.
  
  I ask that BBB look further into this complaint as Lifesafer has numerous complaints about charging customers extra charges and all issues have not been addressed and the actionable items that have presented justifies this complaint.

  
  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. 

• Initial Complaint

  Date:09/06/2024

  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.

  On February 12 2024 I had a lifesafer ignition interlock device installed in my van as I was court ordered. The installation provider was unable to get two devices to work correctly in my van but was successful with a third device and I was able to pick up my van. The two devices that were never successfully installed in my van were also registered with the state of ********* as my devices. While attempting to clear the registration of the two devices on separate occasions, once a couple days after my service began and then approximately 10 days afterwards, inaccurate alerts were sent to the state of ********* that I had removed my device from my vehicle. These erroneous reports caused the state to cancel my license. I was sent a letter from the state that I did not receive until the 21st of February. I made several calls to lifesafer and I was told that the issue had been resolved, I verified through the state that my driving privileges were again in good standing. The second device however, having never fully been installed in my vehicle triggered another alert to the state around February 24th. My license was again cancelled and I was unaware that I was driving illegally. I was arrested and jailed March 12th. I missed work due to being in jail and then had to go to two separate court hearings to ultimately have the charge of driving after cancellation dismissed. I reached out many times asking for Lifesafers assistance in resolving the matter. They provided me with the reports for the two devices that had not been installed in my vehicle and the report showing continuous monitoring on the third device that had been in my van all along. I've now lost my job due to the absence from work and every attempt or request I have made to speak to someone of authority to settle this dispute has fallen on deaf ears. They won't speak to me about this nor provide any contact info. They never call back and 3 times I've been on hold over an hour and then disconnected.

  Business Response

  Date: 09/10/2024

  *** ****, We are taking your concerns very seriously. This is being addressed with LifeSafer management in your area, and someone from that team will be in contact with you to see how we can help. 

  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.
  

  I sat on hold for over an hour on two occasions yesterday. I was simply trying to leave a voicemail for the contact to confirm that they had received my email. The company has reached out and I am awaiting a response regarding the matter.
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 09/23/2024

  We have provided *** **** with the contact information he has requested and forwarded his requests to the appropriate department.

  Customer Answer

  Date: 09/24/2024

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

  I was given contact information to the appropriate department for handling my situation and I have sent them my complaint. I am awaiting a response from that department.

  Business Response

  Date: 09/24/2024

  We have followed up with the appropriate department, and have requested an updated for *** ****.

  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.
  
  I have sent my complaint to the proper departments and I am waiting for a response from Lifesafer addressing my concerns.
  Regards,
  
  
  
  ******* ****
  

  Business Response

  Date: 09/26/2024

  *** ****** requests are currently being reviewed by the appropriate department. Please allow them some time to review and address your concerns.

  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.

  I would ask that you give Lifesafer some time to review my complaint and respond in the manner they deem appropriate. At that time please let the BBB know that you have responded and I will accept or reject the response after reviewing it.
  
  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 10/14/2024

  We have been in communication with *** ****, and have working with him directly to resolve this issue. We are waiting on *** **** for a response. 

  Customer Answer

  Date: 10/16/2024

  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.

  I have reviewed the response from Lifesafer and proposed a more complete solution that will address all aspects of the complaint. I am in discussion with them to finalize a resolution to the issue. I am awaiting a response to my latest correspondence.

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

  Business Response

  Date: 10/24/2024

  Our legal team is still negotiating with *** ****. He last submitted a counter-offer and we are preparing a response to this currently. We ask that BBB gives us time for this negotiation to play out.

  Customer Answer

  Date: 10/30/2024

  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:09/05/2024

  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.

  Complaint against Life Saver Interlock
  I had an interlock device installed in a vehicle a month ago. This device had been an absolute nightmare. I am not the mandated receiver of this device per the court. This vehicle is registered to me and I do occasionally drive the vehicle to make sure the battery does not die. Series of events in the last month
  1- battery died leaving me stranded at a gas station. Called the installation auto company - zero help
  2- “ Abort” constantly to the point I was locked out and had to schedule an appt to override this error.
  3- takes at least 15 minutes to even activate then will abort the test leaving the car not drivable
  4- During lock out I was told a new functioning device would be sent to new auto body shop for install
  4- 2 weeks later no update on new device after 3 phone calls and 3 chats to Life Saver company
  5- car is completely unreliable and not able to be driven due to non functioning hand piece installed.
  
  This is Completely unacceptable considering this company Pride themselves on safety. This is a governing agency that has complete control over my vehicle making it Inoperable. I can’t get anyone in the company to answer my questions or to ensure that the new device has been shipped or if it has even been approved. I paid for the installation as well as the device fee. This is a complete no-win situation with absolutely no resolution. I’m not sure exactly how to resolve the situation as I’m getting no feedback from the company whatsoever. A very simple fix is to replace the handpiece that is in the vehicle so it is functioning and the vehicle can be driven. This will eventually result in violation and will be counted against the driver as a false violation due to malfunctioning equipment.

  Business Response

  Date: 09/06/2024

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

• Initial Complaint

  Date:09/05/2024

  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.

  Have used my entire lunch break 3 days in a row only to not get through to anyone. Unknown charges, extra charges, people not knowing anything about anything. Impossible to get answers. Worst experience ever.

  Business Response

  Date: 09/05/2024

  We apologize for our long wait times, this is something out of our control, as call centers are facing critical shortages currently. We also apologize for any confusion or misunderstandings with the bill. The LifeSafer Resolutions Manager will be reaching out shortly. 

• Initial Complaint

  Date:09/03/2024

  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.

  The dispute is with LifeSaver Interlock. The de-install service was provided on 08/23/2024 and my credit card was charged. The transaction went through my credit card on 08/25/2024. Then the company fraudulently took money again from my checking account (using a debit card they had on file only because I used this as a form of payment in the past) as I did not authorize this transaction, and it was already paid in full at the time of service. The total transaction is for $428.91. I have contacted the place I received the service, and they said they applied the money charged on my card to my online account and they will not give me a refund. I have also spoken and emailed with many LifeSaver employees, and they refuse to help nor give me my money back and they are saying that I should have paid for the service online and not in person. They are saying the person that charged me at the time of service should not have but they are doing nothing to put the money they owe me back into my checking account. I need my funds in my account as soon as possible and no one is willing to help me. I have proof of all communication on email as well of proof of my phone calls on my phone. This is fraud and they need to be stopped! They are acting as if the shop (******** **** ******/LifeSaver) is a separate entity from them. However, I have proof that they all serve as a LifeSaver (see attached). Thank you.

  Business Response

  Date: 09/04/2024

  Our Reputation Manager, Scarlett is already in contact (since Monday) with *** **** regarding this situation due to a review. We are not refusing to refund her, we advised her that we started the process of looking into this on 8/29. We need to confirm that the shop payment was in fact, a duplicate charge for deinstall, as opposed to a separate service they provided since the payment proof *** **** sent us was not itemized. Scarlett has been in contact with *** **** throughout this and has responded to all of her emails in a timely manner. Rest assured, this is still an open ticket with LifeSafer, as Scarlett has conveyed to *** **** in multiple emails. 

  To reiterate, LifeSafer is unsure why *** **** is stating that we are refusing the refund, we've told her multiple times since 8/29 we are actively investigating it.  

  Business Response

  Date: 09/04/2024

  Our Reputation Manager, S******* is already in contact (since Monday) with Ms. **** regarding this situation due to a review. We are not refusing to refund her, we advised her that we started the process of looking into this on 8/29. We need to confirm that the shop payment was in fact, a duplicate charge for deinstall, as opposed to a separate service they provided since the payment proof Ms. **** sent us was not itemized. S******* has been in contact with Ms. **** throughout this and has responded to all of her emails in a timely manner. Rest assured, this is still an open ticket with LifeSafer, as S******* has conveyed to Ms. **** in multiple emails. 

  To reiterate, LifeSafer is unsure why Ms. **** is stating that we are refusing the refund, we've told her multiple times since 8/29 we are actively investigating it.  

  Customer Answer

  Date: 09/10/2024

  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,
  
  
  
  **** ****

  This has been an ongoing issue since you wrongfully withdrew money from my checking account
  on August 26th, 2024. I have given you more than enough information as well as proof
  that I was double charged. Also, I should very much hope that you have contacted the
  shop and they can give you an itemized receipt. You have not once asked this from me.
  I am just now seeing it in the response from BBB. I could have made sure to get you
  more information if that is what you were asking. However, you did not ask. And since
  this shop acts as a business provider to Life Safer, you can get all of the information
  from them. I'm assuming you have done so, and there should be no question or
  hesitation as to you giving me my money back into my account. It has been 15 days. It
  took you 1 to take out the money from my account incorrectly. Therefore, I wouldn't think
  that it would take more than that to put it back as you should have all of the information
  needed. I have left another message at the LifeSafer on Federal for a call back. They
  still have not called me back and this is the third time I have tried. I do not want to waste
  any more of my time or money that I have already spent on this fraudulent transaction.
  Please, please give me my money back into my checking account that you
  withdrew from me on 08/26/2024 and you will never hear from me again. Please, please
  do the rightful and correct thing and give me the money back. 
  
  Thank you kindly,

  
  

  Customer Answer

  Date: 09/10/2024

  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,
  
  
  
  **** ****

  This has been an ongoing issue since you wrongfully withdrew money from my checking account
  on August 26th, 2024. I have given you more than enough information as well as proof
  that I was double charged. Also, I should very much hope that you have contacted the
  shop and they can give you an itemized receipt. You have not once asked this from me.
  I am just now seeing it in the response from BBB. I could have made sure to get you
  more information if that is what you were asking. However, you did not ask. And since
  this shop acts as a business provider to Life Safer, you can get all of the information
  from them. I'm assuming you have done so, and there should be no question or
  hesitation as to you giving me my money back into my account. It has been 15 days. It
  took you 1 to take out the money from my account incorrectly. Therefore, I wouldn't think
  that it would take more than that to put it back as you should have all of the information
  needed. I have left another message at the LifeSafer on Federal for a call back. They
  still have not called me back and this is the third time I have tried. I do not want to waste
  any more of my time or money that I have already spent on this fraudulent transaction.
  Please, please give me my money back into my checking account that you
  withdrew from me on 08/26/2024 and you will never hear from me again. Please, please
  do the rightful and correct thing and give me the money back. 
  
  Thank you kindly,

  
  

  Business Response

  Date: 09/16/2024

  On 9/16/24, we were able to verify the payments taken by our service center were in error. We have reached out to *** **** to offer options for returning this money to her and will process it once we receive confirmation from her. 

  Business Response

  Date: 09/16/2024

  On 9/16/24, we were able to verify the payments taken by our service center were in error. We have reached out to Ms. **** to offer options for returning this money to her and will process it once we receive confirmation from her.