Complaints

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

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  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  617 S Knik Goose Bay Road Suite L Wasilla, AK 99654

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  LifeSafer

  2881 S 31st Avenue Unit 13 Greeley, CO 80631

• 

  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

• 

  LifeSafer

  321 W 5th Street Waterloo, IA 50701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Would not extend a lockout, after I explained I would not be able to make it in time to the service center because I have work. They refused to help me. The lockout is non alcohol related so there is no violation with the state.

  Business Response

  Date: 09/03/2024

  As explained to Mr. ***** on Sunday, LifeSafer doesn't have the ability to extend a lockout date nor do we have remote access to the device data. The claim that our agent offered no help is untrue from our perspective. She advised of all possibilities to avoid permanent lockout or how to proceed after lockout. She spent over 13 minutes on the phone trying to help Mr. *****. Just because our available options aren't what he wanted, doesn't mean that we didn't offer help to the fullest extent. 

  Regarding Mr. ***** stating he is "not in violation with the state" - the state is the entity who controls the actions of the device. Their regulations are what caused the device to show the pending lockout after the power loss, loss of power for 5 minutes or more 3 times must be logged as a violation and cause the device to go into recall mode, then lockout mode if not serviced in the allotted time set by regulations. Interlock clients performing any kind of service to their vehicle should be contacting the interlock company in advance. If he had done so, we could've offered advise on how to avoid the recall and pending lockout.

  On another note, Mr. ***** advised our agent via email that he would be removing the device himself and returning it to us. Per state regulations, only a certified Lifesafer technician is allowed to remove the LifeSafer device. Our Resolutions Manager will be reaching out to him shortly to try to resolve this.

  Business Response

  Date: 09/03/2024

  As explained to *** ***** on Sunday, LifeSafer doesn't have the ability to extend a lockout date nor do we have remote access to the device data. The claim that our agent offered no help is untrue from our perspective. She advised of all possibilities to avoid permanent lockout or how to proceed after lockout. She spent over 13 minutes on the phone trying to help *** *****. Just because our available options aren't what he wanted, doesn't mean that we didn't offer help to the fullest extent. 

  Regarding *** ***** stating he is "not in violation with the state" - the state is the entity who controls the actions of the device. Their regulations are what caused the device to show the pending lockout after the power loss, loss of power for 5 minutes or more 3 times must be logged as a violation and cause the device to go into recall mode, then lockout mode if not serviced in the allotted time set by regulations. Interlock clients performing any kind of service to their vehicle should be contacting the interlock company in advance. If he had done so, we could've offered advise on how to avoid the recall and pending lockout.

  On another note, *** ***** advised our agent via email that he would be removing the device himself and returning it to us. Per state regulations, only a certified Lifesafer technician is allowed to remove the LifeSafer device. Our Resolutions Manager will be reaching out to him shortly to try to resolve this.

• Initial Complaint

  Date:08/24/2024

  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.

  Can't get threw to customer service, get chargers claiming missed payments, equipment is horrible it's not about alcohol it's all about a money scam company is a joke

  Business Response

  Date: 08/26/2024

  We apologize for the long wait times. Call centers are struggling with staffing currently. We have implemented multiple measures in an effort to reduce these wait times, such as an automated phone options, online account options, offering overtime to our current agents, and employing a 3rd party call center.

  There was some confusion with the July appointment and charges, which have since been corrected. leaving *** ****** with a credit of $88.65. Please know that interlock companies are private companies that simply provide devices with state regulations. How the devices operate and how/when they require additional service is dictated by state regulations. Anytime a client needs service from an interlock company to adhere to the state regulations, the companies are going to charge fees to be paid, provided it wasn't due a device issue. We will be in contact with *** ****** shortly. 

• Initial Complaint

  Date:08/23/2024

  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.

  Life Safer Vehicle Interlock Device installed in my “Custom Built ***** ***** **** ***** ******** **** ****** *****” for a DUI sentence “6 months + Completed mandatory device time period per ** state law was ready/waiting for oppertunity to be removed. since the instilation vehicle had a Phantom electrical Draw despite having “2”(separate) ****** Dry -Cell Batteries one for ignition one for My WARN off road wench Last time i tried to start it was “2 days before the fire” i was locked out due to missing recalibration appt. when locked out n u try to start the vehicle apparently everything turns on: lights, Fan, AC/Heater (Engine Systems) like the “FUEL CYLINOID” like i thought was locked out so after removing my keys and Hand Held breathilizer device due to cold weather it’s prudent to keep warm/take inside for it to properly function… What the Fire Marshal said most likely happened was the fuel cylinoid stuck open with the random Phantom draw, the 2nd power draw from the fuel cylinoid being stuck open “******* Winter weather”drained starter batt with the low voltage heated the fuel cylinoid to the point it started electrical fire that ignited a fuel line so my **** ****** ****** *** with $25,000 custom work: ***** ***** Long Travel kit : 4 King shocks 2x Front Coil-over 2x Adjustible/ Rear duel- bypass, ******** upper& lower ******** A-Arms, *** *** *** add-a-leaf rear **** ******* Fiberworks WideBody- Front & Rear Baja wheel fenders, custom Built GTF Pre-runner front Bumper with **** ***** off-road wench, Aftermarket lower Ratio running gears, Tundra limited Slip rear diff, 5x 33-12.5 Nitto trail grappler MT on 5x XD Series off road style 17in rim….. is A total loss ie; burnt pile of metal& melted plastic so i would like to file a complaint& the equiv. Compensation for truck from life Safer Interlock Device's inshurance company, the last 8 months they have charged me redacted also to return the Fully intact= Life Safer Hand-held blower Device to the Company…

  Business Response

  Date: 08/29/2024

  LifeSafer needs documentation from the fire marshal, police, certified mechanic, insurance company, or something to that effect showing that the device was the cause of the fire before we can proceed.
  
  Additional information we feel may be pertinent to this claim:
  Notes on *** ******* LifeSafer account from a recent conversation indicate that this fire may have happened in January 2024. We didn't hear from him between his 12/7/23 monitor service and last week when he called us - well over 8 months. On 1/25/24 our collections department called *** ***** and whoever answered said he wasn't *** *****, so no further conversation happened at that time. On 2/26/24, we sent a pending collections letter advising that the account was past due and action was needed from *** *****. We had a different address on file at that time compared to the address he provided in this complaint. 
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LifeSafer is engaging in illegal over-billing practices in violation of ********* Law which states that no provider may charge over $125 TOTAL per month (including tax and fees), for leasing, monitoring, and maintenance. I have informed them of this numerous times and each time they have said, "we'll have someone get back to you". They never have.
  
  LifeSafer has repeatedly moved the lockout date back further and further, causing me to be billed for days of service I haven't received, and causing me to have to return back for service earlier than required.
  
  LifeSafer has violated the terms of the agreement by suddenly, and without warning, requiring payment of any balance (legal or otherwise) on your account before you can get your car back from service, resulting in illegal impound. When I informed them I would be filing suit, "Veronica" threatened me and said "then expect to have your drivers license suspended, and we will sue you back". She then promptly deleted the message to cover it up. When I asked LifeSafer for a copy of the transcript of the chat, they refused, falsely stating that it was "internal communication".
  
  LifeSafer is a criminal enterprise knowingly engaging in fraud, false advertising, and extortion. I have spent countless hours on the phone and chat trying to get these issues resolved to no avail. Unless this matter is resolved quickly to my satisfaction, my next complaints will be to the State of *********, the State of ****, the FTC, and all other relevant parties.

  Business Response

  Date: 08/26/2024

  We appreciate the concern and certainly want to adhere to state regulations, even though it can be difficult to ensure that when getting service in another state without pricing regulations. We believe part of *** ******** confusion comes from a declined autopayment. He paid for 28 days at installation, paying his account out to 5/20. He then turned on autopay on 5/20, but that payment declined. So, when he came for service on 6/19, he owed for 5/20 up to June, plus the payment to get his device paid out to his next service in July. To be clear, clients are always paying forward on their account.
  
  We want to be sure we're adhering to ** regulations regarding payments, so we have an inquiry into our Regulatory Compliance Manager. She will be out of the office until Wednesday. Once she is back and can review the account, payment, regulations, and we will make refunds and adjustments if necessary. 

  Regarding the service date "moving backward," we service ** devices in 28-day intervals because of the very strict ** regulations regarding service dates. If the client goes past 30 days, they are out of compliance and will need to restart their time, no matter how far along they are. Every state requires that we have a "grace period" after the device service date. If we service in 30-day increments and the client uses that grace period to come after, then they must start their time over. This 28-day interval reduces the possibility of that. To be clear, the service dates and intervals are calculate separately from the paid-to-date. Our invoices are broken down into daily intervals. Each time an invoice is created, that move the client's paid-to-date out by the number of days invoiced. The next invoice's daily fees are then added to that previous paid-to-date, ensuring no days or gained or lost. For example, *** ****** was installed on 4/22 and paid 28 days, which moved his paid-to-date to 5/20. No days were invoiced in May. On 6/19, 60 days were invoiced, moving his paid-to-date to 7/19. On 7/19, 28 days were invoiced, moving his paid-to-date to 8/16. On 8/17, 28 days were invoiced, moving his paid-to-date to 9/13. 9/13 is where his paid-to-date currently sits. 

  We will reach out to *** ****** once we hear back from our Regulatory Compliance Manager later this week.

   

  Customer Answer

  Date: 08/26/2024

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

  Customer Answer

  Date: 08/27/2024

  Responses to Lifesafer below:

  "We appreciate the concern and certainly want to adhere to state regulations, even though it can be difficult to ensure that when getting service in another state without pricing regulations."
  
  Irrelevant. My contract is in the state of ** with a ** driver license, under ** law. Where I happen to be at the time of service does not change the contract.
  
  "We believe part of *** ******** confusion comes from a declined autopayment."
  
  Declined autopayment has nothing to do with it. My bank denied the autopayment because apparently Lifesafer has a history of overcharging people and my bank was getting too many chargebacks as a result.
  
  "He paid for 28 days at installation, paying his account out to 5/20. He then turned on autopay on 5/20, but that payment declined. So, when he came for service on 6/19, he owed for 5/20 up to June, plus the payment to get his device paid out to his next service in July. To be clear, clients are always paying forward on their account."

  Wrong. I may have paid for 28 days of leasing, but I paid for one month of monitoring. That takes me through to the 22nd. After autopayment was declined, I paid what I owed for service, minus the illegal overage charges, and had a zero balance at the time of last service. I have always been able to pay my leasing and calibration services separately until the last visit when Lifesafer extorted my illegal balance plus the next month’s service out of me before I could get my car out of service.
  
  "We want to be sure we're adhering to ** regulations regarding payments, so we have an inquiry into our Regulatory Compliance Manager. She will be out of the office until Wednesday. Once she is back and can review the account, payment, regulations, and we will make refunds and adjustments if necessary."
  
  The law is very clear, I have sent it to them multiple times. “No more than $125 a month total” means exactly that. Not $125 plus tax and fees, not $125 for 28 days or 26 days, etc.
  
  "Regarding the service date "moving backward," we service ** devices in 28-day intervals because of the very strict ** regulations regarding service dates. If the client goes past 30 days, they are out of compliance and will need to restart their time, no matter how far along they are. Every state requires that we have a "grace period" after the device service date. If we service in 30-day increments and the client uses that grace period to come after, then they must start their time over. This 28-day interval reduces the possibility of that. To be clear, the service dates and intervals are calculate separately from the paid-to-date. Our invoices are broken down into daily intervals. Each time an invoice is created, that move the client's paid-to-date out by the number of days invoiced. The next invoice's daily fees are then added to that previous paid-to-date, ensuring no days or gained or lost. For example, *** ****** was installed on 4/22 and paid 28 days, which moved his paid-to-date to 5/20. No days were invoiced in May. On 6/19, 60 days were invoiced, moving his paid-to-date to 7/19. On 7/19, 28 days were invoiced, moving his paid-to-date to 8/16. On 8/17, 28 days were invoiced, moving his paid-to-date to 9/13. 9/13 is where his paid-to-date currently sits."
  
  Once again, leasing and maintenance are two separate things. Leasing is charged per day, maintenance is charged per month. I had my install done on the 22nd. Each time I go in for maintanance, I am charged $25 plus tax for one month, not 83 cents per day. If I started on the 22nd, why am I suddenly now required to go in on the 14th of this one? That means I have paid for a week's worth of service I haven't received. And Lifesafer automatically schedules the next appointment without asking the user, and they do it 28 days later, not 30. So each month, the customer is losing two days of service they paid for. I appreciate LS concern, but I don't need a babysitter to make sure I get in on the 30th day.
  
  I have made my position clear. Lifesafer is violating the law on multiple levels.

  Business Response

  Date: 08/29/2024

  ** confirmed that the monthly $125 max is before tax. This means that *** ******** first month, charged in ** in April, was correct and compliant. The last 4 months were done in Washington and it seems as though he was charged a $25 shop fee rather than the $20 we have in **. I have calculated that 120 days of our fees plus 4 $25 shop fees totals $511.34 pretax. With a $125 monthly max, that makes 4 months total max allowed $500. This means we overcharged *** ****** $11.34. A credit of $11.34 has been applied to his LifeSafer account. 
  I have attached a screenshot showing what the total charges were for those last 4 months at a 120-day rate.
  I have adjusted the daily monitor rate, so that now the total charged monthly will come in under $125 per month. I have attached another screenshot showing what that looks like. In this screenshot you can see the $11.34 credit I added in the "previous balance" line on the right:

  We can also set *** ******** appointment 30 days out each month moving forward (when possible) so that he won't lose any time and won't pay the shop fee an extra time. If the shop is unable to set the next appoinment for 30 day sout, I can do it after the appointment. Disclaimer: there may be times this is not possible due to the 30-day mark falling on a weekend, holiday, or other day the shop is closed. Ultimately, *** ****** is responsible for keeping his services within 30 days of each other and will have his time restarted for any deviation from this. ** will make absolutely NO exceptions to this rule. 

  Customer Answer

  Date: 09/05/2024

  The business has failed to address my complaint. In their previous response here they stated that they would start setting appointments 30 days out. They have not. My last appointment was on August 17th, so my next one should be Sept 17th. But this was their response:

  "Your device's lockout date is 9/15, so I can't set your appointment for 9/16. Your appointment is currently scheduled for the latest day possible during business hours, 9/14 at 8:00 AM."

  My install appointment was done on the 22nd. Now I am being forced to come in on the 14th, 8 days early, because they kept moving the appointments back by two days each month (three this month). 

  They set appointments automatically without the customers' permission, and expect people to just show up whenever they say. I am unable to change appointments or service centers online, so I have to call them and spend hours on the phone. This has cost me a considerable amount of time and money. This was their responses to that issue:

  "We do not compensate or reimburse for clients' time spent communicating with us - it's a normal part of doing business. While I understand the long wait times are an inconvenience for you – it is unintentional and also an inconvenience for us. When it's a nationwide problem interlock call centers face, it becomes a "service norm" and part of being a customer of an interlock business"

  So because they can't find anyone who wants to work for them, customers are forced to waste hours of my time and money trying to get them to do their job and comply with the law.

  Business Response

  Date: 09/05/2024

  We understand that we are unable to accomodate the 30-day appointment this month because *** ****** brought up these issues after his device was already programmed with the current lockout date, in addition to his last possible service date falling on a day the service center isn't open. As stated in a previous reply here, we will begin servicing him in 30-day intervals when possible, but there will be exceptions to this - holidays, days the shop is closed, etc. Also, 9/17 is 31 days from his last service, 9/16 is 30 days from 8/17.

  As it has been stated and reiterated to *** ******, the shops will set the next appointment, but this is not set in stone. Shops are trained to set next appointments to help prevent the client from missing their service window. Our clients have the ability to change their appointments online and through our automated phone system. *** ****** said he is unable to do that but I am unsure why, this is not an issue i've heard about from other clients. However, since he had advised he's unable to do so, I have offered to personally assist him with changing his appointments via email. 

  We have refunded all charges over the state's allowed maximum and extended an additional courtesy credit. LifeSafer feels we have responded to all *** ******** complaints and have resolve them to the best of our ability. 

  Customer Answer

  Date: 09/06/2024

  Responses to latest response from business:

  "We understand that we are unable to accomodate the 30-day appointment this month because *** ****** brought up these issues after his device was already programmed with the current lockout date"

  False. I brought the issue up numerous times on the phone beforehand. And see the attached screenshot which says the current lockout date is the 13th. And even if it was the 15th (as they say), that's still 2 days before the 17th which is when it is legally supposed to be, and a full week before it should be based on my install date.

  "As it has been stated and reiterated to *** ******, the shops will set the next appointment, but this is not set in stone."

  As I have stated before, I have never asked the shops to set an appointment for me, and they have never consulted with me before doing so. They set it without telling me, and then I have to waste hours of my time trying to change it.

  "Our clients have the ability to change their appointments online and through our automated phone system. *** ****** said he is unable to do that but I am unsure why, this is not an issue i've heard about from other clients."

  False. Attached is a screenshot of what I see when I click on 'reschedule' in the portal. There is no way to change it to a later date, and there is no way to change the location. The location I am currently scheduled at has twice told me their credit card machine was broken when I arrived at my appointment and I would "have to go get cash". And when Lifesafer extorted me out of money I didn't owe them, the shop charge me a 3% credit card fee.

  "We have refunded all charges over the state's allowed maximum and extended an additional courtesy credit."

  LifeSafer only did so after I filed this public complaint. Not when I called and emailed them a dozen times and they said they would "have a supervisor call me" or "have our billing department look into it", which they never did.

  "LifeSafer feels we have responded to all *** ******** complaints and have resolve them to the best of our ability."

  Lifesafer has wasted many hours of my time, and committed three felonies when their employee threatened to have my license taken away if I sued them and impounding my car for refusing to pay illegal overcharges. They do not get brownie points for refunding money they unlawfully charged me, and a $30 bill credit is not going to cut it. There is only one option here: Lifesafer can stop making appointments without consulting with me and offer a reasonable financial settlement for the countless hours of my time they have wasted, threatening me, extorting me, and illegally impounding my car. I will not respond to further comments on this platform. I have wasted too much time with them already.
  
  

  Business Response

  Date: 09/10/2024

  We have refunded all charges over the state's allowed maximum and extended an additional courtesy credit. LifeSafer feels we have responded to all *** ******** complaints and have resolve them to the best of our ability
  
  

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

  RE complaint #: ******** The issue has not been resolved, and I would like to remain open until it is. Thank you.
  
  

  Customer Answer

  Date: 09/27/2024

  To her credit, Scarlett at LifeSafer has acknowledged that the company has been illegally overcharging me, and that the service center has been setting my lockout dates at 28 days, rather than the 30 as allowed by law. She has refunded all of the overcharges, and offered to help with scheduling of future appointments.
  
  However, while researching LS and trying to figure out how it is possible that a company with a 1 star BBB Rating supposedly has a "4.7 average star rating on ******" (as they claim on their website), I discovered some rather disturbing information from customers. Numerous people claim they have been violated or locked out for no reason, and how the company has kept them from getting their licenses back long after their service period has expired:
  
  ****************
  
  ****************
  
  After reading all of these horror stories, I fear they will do the same to me in retaliation for filing this complaint. As such, I am not willing to close it until my drivers license has been fully reinstated.

  Business Response

  Date: 09/30/2024

  LifeSafer does not control the lock out settings on the device, determine violations, nor extend programs. All of these things are controlled by the state, LifeSafer simply provides the device and sends the reports to the monitoring authorities exactly as the device records them.

  LifeSafer feels we have resolved the complaint to our full extent.

  Customer Answer

  Date: 10/03/2024

  As per an email from LS (direct quote):

  "The shop needs to start adding 30 days to the invoice, they only added 28 and that's why you didn't get 30 days added again. I'm so sorry, I've added another note to your account to popup at the next service and this should be taken care of for good."
  
  I'm now 12 days behind from my original install date which will require me to go in for at least one extra calibration before the end of my suspension. LS wants to just keep passing the buck while they break the law. As stated, I will resolve the complaint once my license has been reinstated and I no longer have to deal with them.

  Business Response

  Date: 10/09/2024

  We have followed the protocol we determined is best to keep our *********-required clients compliant. *** ****** disagrees with these policies, so we have made several adjustments to his account to appease is out-of-the-ordinary requests. We feel that we have addressed all concerns and there are no new unaddressed concerns, so we ask this complaint be closed. 

   

  Customer Answer

  Date: 10/13/2024

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

  Response from business:
  
  "We have followed the protocol we determined is best to keep our *********-required clients compliant. *** ****** disagrees with these policies, so we have made several adjustments to his account to appease is(sic) out-of-the-ordinary requests. We feel that we have addressed all concerns and there are no new unaddressed concerns, so we ask this complaint be closed."
  
  It's not that I "disagree with" the State's policies, it's that LifeSafer has violated them. And "out of the ordinary requests"? You mean allowing me to do my appointments anytime within the 30 day time period and not overcharging me AS REQUIRED BY LAW? And there are still unaddressed concerns:
  
  1. Because I keep losing a minimum of two days a month, I am going to have to pay for and attend at least one extra appointment beyond the 12 required by the state. And at this rate, it could be more. But I won't know that until they send in a compliance report to the state and release me.
  2. I was told by another interlock company (that I should have gone with instead of LifeSafer) that they regularly write letters and send in compliance reports after six months of service to help people get their licenses back early. I have asked LS if they would do that, and they have given me a non-answer.
  3. if you read the reviews in the links I posted, you will see multiple reports of people stating that LS has kept them on long past their suspension period, and that they have had to pay thousands in legal fees to fight it. That is extremely disconcerting. If those reviews were false, they would be considered libel, and you think that LS would have them removed. Yet they are still up years later...
  
  Credit where credit is due: Scarlett did get me an appointment at another service center that was MUCH better, and when I had difficulty finding it, someone answered the phone within a few minutes to assist me. But all of the horror stories about people being required to keep their interlocks long after their suspension period is up due to LS sending in reports of non-compliance is frightening. So as I stated, I will not close this complaint until LS has sent in my six month compliance report, it has been accepted by the state, and I have had my license fully reinstated. How soon that happens is up to LS.

  Business Response

  Date: 10/14/2024

  I'll copy and paste *** ******** points with my responses after:

  1. Because I keep losing a minimum of two days a month, I am going to have to pay for and attend at least one extra appointment beyond the 12 required by the state. And at this rate, it could be more. But I won't know that until they send in a compliance report to the state and release me.

      ---We already added a $25 credit to *** ******** account for this extra service. Daily fees are charged per day, so not extra fees will be paid in that aspect.

  2. I was told by another interlock company (that I should have gone with instead of LifeSafer) that they regularly write letters and send in compliance reports after six months of service to help people get their licenses back early. I have asked LS if they would do that, and they have given me a non-answer.

      ---I did answer him on this. I advised *** ****** that he needs to reach out to our reporting department regarding this request when the 6 month mark occurs -- it has not yet occurred. He has asked me to do this for him multiple times, to the point some would consider harassment because each time I advise him that is not within my purview. 

  3. if you read the reviews in the links I posted, you will see multiple reports of people stating that LS has kept them on long past their suspension period, and that they have had to pay thousands in legal fees to fight it. That is extremely disconcerting. If those reviews were false, they would be considered libel, and you think that LS would have them removed. Yet they are still up years later...

      ---Bringing up other reviews without context is essentially a red herring. LifeSafer never "keeps somebody on longer than needed." Often times when the client thinks this, it's because we are waiting on state approval, which clients often confuse as being our choice or responsibility when we are actually just the one making contact and advising the client. Any time an interlock company is actually responsible for determining compliance, it's still based on state regulations/laws, it is never truly the interlock company's decision, as we are civilians just like the client in these scenarios. 

  Customer Answer

  Date: 10/20/2024

  I'll copy and paste LS's points with my responses after:

      ---We already added a $25 credit to *** ******** account for this extra service. Daily fees are charged per day, so not extra fees will be paid in that aspect. 

  At no time did LS mention the credit they provided was for the extra service. They simply said it was a "courtesy credit", which I assumed to be a small recompense for the countless hours of my time which they wasted. And it's not just about money, which is a point LS doesn't seem to get; every hour a customer has to sit on hold trying to get help from them because they don't have enough staff is an hour taken away from their work and family. 

      ---I did answer him on this. I advised *** ****** that he needs to reach out to our reporting department regarding this request when the 6 month mark occurs -- it has not yet occurred. He has asked me to do this for him multiple times, to the point some would consider harassment because each time I advise him that is not within my purview. 

  That is an utterly ridiculous statement. I have harassed no one, and I have not "asked multiple times". Unlike LS's customer service rep who threatened to have my license taken away if I called the police or filed a lawsuit for illegally impounding my car. I have a question for LS I would like them to answer here publicly:
  
  If you are charging someone even one penny more money for a service than is legally allowed by law, and you tell them if they don't pay it, you will seize their $40,000 car, is that not a crime?
  

      ---Bringing up other reviews without context is essentially a red herring. LifeSafer never "keeps somebody on longer than needed." Often times when the client thinks this, it's because we are waiting on state approval, which clients often confuse as being our choice or responsibility when we are actually just the one making contact and advising the client. Any time an interlock company is actually responsible for determining compliance, it's still based on state regulations/laws, it is never truly the interlock company's decision, as we are civilians just like the client in these scenarios. 
  

  I don't have any other context in these cases. If LS has other context that disputes those reviews, why haven't they posted responses to them?

  My six month mark is later this week. If LS provides a letter and I am able to get my license back, then this matter will be closed.

  
  
  

  Customer Answer

  Date: 10/26/2024

  I have contacted the ** department of licensing and am waiting to hear back from them. I will update this complaint once I have.

  Customer Answer

  Date: 10/29/2024

  I spoke with the ** DOL and unfortunately, they do not allow "early release" from interlock terms. So unfortunately, I am stuck with LifeSafer for another six months. As such, I am willing to close the complaint for now. I trust the LS will be honest and amicable from here on out,  and will submit my compliance report in a timely manner when my term is up.  

• Initial Complaint

  Date:08/23/2024

  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.

  This has been one nightmare of an experience starting with crooked police officers turning a simple traffic violation into a dui for simple delta8 (thought it was federally legal to have on you) possession. I don’t drink alcohol on a regular basis. I had 2 drinks at a family function in 4 hours and the device gave me a fail. No problem, except they say I need a “reset” or new device. LOCK YOUR CAR DOORS- ALWAYS. Nobody will answer calls & their online contact chat system is a hoax. This whole company is a hoax. My car has been disabled. I drive a **** ****** *****, it’s already an older car and this device has done NOTHING but drain my battery and screw my car up. This device makes you blow OFTEN while driving, it doesn’t matter if you’re on a busy highway, about to make an already dangerous turn off a busy dangerous highway, it’s gonna beep and make you blow while maneuvering your vehicle to make a dangerous turn even more dangerous. I can’t even count how many times I have had to blow while turning at a busy dangerous place. This whole thing is a joke, huge money maker for the crooked law enforcement/courts/mechanic shops/device company. This company in particular calls themselves life safer but it’s really been damaging & puts more than just my own life at risk. I am in utter shock about the injustices of this entire thing. I have no way to get to my job tomorrow. Let’s not talk about how Covid affected jobs/careers-NOBODY CARES. Crooked company just tops this whole thing off. Once you become a customer you will be put in queue forever. Don’t tell me your having staffing issues. IF YOU DONT HAVE THE STAFF THEN YOU SHOULDNT BE OFFERING TO OROVIDE SERVICES FOR PEOPLE. This company is MESSING with PEOPLES LIVES in a VERY BAD WAY, taking money & making it IMPOSSIBLE for people to get to work to make the money. Absolutely DISGUSTING. I now understand why some people wld choose not to follow the courts orders on getting this RIDICULOUS thing installed.

  Business Response

  Date: 08/23/2024

  LifeSafer, like all ignition interlock companies, is a private company who provides the court or state ordered device. All Ignition Interlock Device (IID) settings are dictated by state regulations.

  We do truly apologize for long wait times and *** ******** inability to access our chat. Rest assured that our chat is active and not a hoax, maybe *** ****** is trying to chat outside of chat hours or her phone's security/pop up setting are not allowing her to connect. We understand the sentiment about not accepting new clients if we can't handle the call volume, but it's simply not possible legally. All interlock call centers, and call centers in general, are facing this problem. Interlock companies can't turn away clients, as that would affect many people's ability to drive legally indefinitely. 

  Regarding the need for a reset after fail readings, the IID will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the LifeSafer ignition interlock is fulfilling its purpose. The level at which a fail is determined is dependent on your state's setting, but it is always much lower than the legal limit to drive. This is to ensure you can't start the car at just below that legal limit and your BAC continues to rise and goes over the legal limit while driving. The only way to avoid getting a fail from residual alcohol is to wait until the alcohol is completely out of the system. IIDs can even pick up alcohol the next morning after drinking the day before. Here is a helpful page on our website that addresses this: ****************

  Regarding the retest timing, again, this is a setting dependent on the state's IID regulations. Please know that all states allow at least 4 minutes to complete a test before recording a violation to help ensure you're able to take the test safely. 

  We do our best to train clients and offer resources at installation and after on our website. The LifeSafer Resolutions Manager will be reach

   

• Initial Complaint

  Date:08/12/2024

  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.

  This company.
  Since I've had this product in my truck. The first 2 months the product worked great in the last 2 months. Every time I start my vehicle, it says it's gonna lock me out. I went in about 3 weeks ago. To ****** ***** and **** *******, **********. They told me nothing was wrong with it. I did not trust them. I let my car sit for almost 3 weeks waiting for the day. I had to bring it back in to have it recalibrated. I started it this morning and it did the exact same thing. It did 3 weeks in a row. Oh, we're gonna lock you out of your car life. Safer is a piece of c*** It does not work.
  ****** ***** ** **** ******** ********** told me nothing was wrong with it. Even after I was in there for the third time in weeks to pay money to have it recalibrated. I got a $80 refund. For the third time I had to bring it in not to mention all the time. I had to take off work so I just let it sit at my house. I did not drive it at all. The first time I started it to. Day it said the same c*** You're gonna get locked out of your car. This product is God awful. I do not recommend it to anybody. I gotta walk an $80 discount. Out of 500 and something dollars. I paid additional because of their c***** product life safer sucks.

  Business Response

  Date: 08/13/2024

  i, S*******, reached out to Mr. ****** on 7/17/24 after he left a BBB review. I called, left a voicemail, and emailed him. We are unable to assist him if he refuses our calls and doesn't respond to our emails. I will try to reach out again today. 

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifesafer’s policy states if the installation isn’t easy and complete within like 30 minutes, the first month is free. I’ve been trying to get ahold of someone but no matter what I seem be getting ignored. I messaged back and forth with one person who took my statement but it’s been over 3 weeks and I haven’t heard anything since. The phone numbers don’t work and the chat is never available. I’d like answers to why I keep getting random charges on my acco**t? When I chick download document, it seems like a fake button. This whole thing seems real shady.

  Business Response

  Date: 08/12/2024

  LifeSafer doesn't have any policy about a 30 minute installation. We do our best to inform clients that installations typically take approximately 2 hours.

  Regarding complaints about shops, we do not involve or inform clients of any action we take with our contracted partners. Our phone numbers and chat do work, but our phone wait times are simply long at this time and the chat is only available during certain hours.

  There are no random charges on the acco**t. The day of installation, 6/25, Ms. ****** was charged the initial start up fees and the first month charges. Again that same day and the next day she was charged reset fees and the remaining monthly charges. On 7/2, we ref**ded one of the monthly charges to try to make things right. On 7/8, we ref**ded one of the reset fees, then ref**ded the other reset fee today, 8/12. On 7/23, she was charged for her second month of monitoring fees when she got service. I'm **sure why Ms. ****** is **able to download the invoices from LifeSafer's My Acco**t portal, we have not had complaints from anyone else about this, it may be a restriction on the device she's using, we suggest trying another computer, tablet, or phone. I can also send all invoices to Ms. ****** via email and will discuss this with her when I call her today.

   

  Customer Answer

  Date: 08/19/2024

  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.
  
  
  -My dash is not on all the way, they tried to glue it back and got glue on the dash where my gauges are. They claim they didn’t touch the dash but obviously they did because it was not like that prior to the lifesafer installation. 
  -the right quarter panel is not centered which now I can’t open my passenger door because it interferes with the panel and vent it in. The installers took it off when they put in the new battery.
  -I have document proof that my battery was brand new and only one year old when I took my car to get the lifesafer installed, my battery was completely drained within one day and I had to purchase a new battery. There’s no reason for me to have paid over $200 for a new battery when mine was only a year old. 
  -the day I drove off I noticed my ABS light was on and my car felt strange. It felt like my emergency break was on but I double checked and it was not. I drove back to the shop where I had to leave my car for another whole day so they can figure out what they did wrong.
  -the Next day I got dropped off so I could pick my car up hopefully this time it would be ready. To find out the inside lights and dash lights wouldn’t turn off so they had to keep the car for another day to fix that so it wouldn’t drain my battery again. 
  —- I **derstand I am a yo**g blonde female that doesn’t **derstand allot about cars but I know what they did is wrong. The last time I brought my mother and 80 year old grandmother with to swap batteries and we are all mentally damaged from that experience. One of the guys who was working with me each day, went absolutely crazy over this whole situation. He called me names (c**t, b***h, p*******te, a*s, etc) in front of my mother and grandmother. He screamed so hard at us 3 women that his veins in his neck were popping out and his face was turning red. We backed up as far as we could because the screaming was hurting our ears and he was spitting in our faces. It made us 3 start crying, my grandmother fell to the floor in the shop garage in front of everyone and begged for mercy for him not to hurt us and to just put the battery in my car and we will leave them alone and never come back. 
  If you could redirect my complaint to someone who could help me get what I feel I deserve in compensation for being treated so terribly, the cost of the new battery, multiple days waiting for my vehicle, and mainly the damages that were caused by the installation, let me know. I appreciate your help. 
  Regards,
  
  ******* ******
  

  Business Response

  Date: 08/20/2024

  Ms. ****** sent this same information to me in an email, I'll post the same reply I gave her here:
  Typically, LifeSafer doesn't get involved with installation issues because the installation is strictly the responsibility of the installing shop. So clients are advised that any installation issues are between them and the shop and that is outlined in the LifeSafer contract you sign. However, I did send your concerns to our Service Center Support team to get the shop's viewpoint on your situation. 
  
  1. The shop said the dash was warped, most likely due to old, failing weather stripping and being a 17-year-old convertible, meaning the dash has been exposed to the elements more than a hard top vehicle. However, we do not touch anything above the steering wheel, we only work **der the steering wheel/dash, so the gauges wouldn't be affected. It simply doesn't make sense that they would be working up there and doing more than they would be getting paid for. Since you are there with the vehicle and see how everything is set up, do you know why they would be up there to help me **derstand this part?

  2. We will not be involved with or addressing anything that was done not involving the installation. Since this is regarding the battery work, that's not part of the interlock installation.

  3. The battery you said was new, but the shop said they checked the battery and it had a 2018 date stamped on it, meaning it was 6 years old. They said that you assumed it was a year old because you bought the vehicle a year ago, but the date on the battery indicated that it was actually an old battery. The tech said he took you and your mom to the vehicle to show you that date. I feel like what they said has been proven to be true because everything is working well now with a new battery. Is that true, everything is working well? Please send the documentation that proves the battery was new. 

  4. Has the ABS light since gone off? This could have come on due to the battery issues. They said they had it for that extra time because of needing to jump the battery, then replace it.

  5. There is no one to redirect this to, I'm the manager who handles review and complaints, so I work with other departments to make a final decision.

  Please provide the additional information, answer my questions and we'll keep working toward a mutually satisfactory solution.
  --------------------------

  Ultimately, per our contracts with the client and the shop, any complaints regarding installation workmanship are between the LifeSafer client and the independent contractor who performed the work. As I stated above, I'll see what I can do to help, but in the end, it may be beyond LifeSafer's scope. At this time, I have not received an email reply to the email reply I sent to Ms.****** ****** 9:30 AM CDT. 

• Initial Complaint

  Date:08/06/2024

  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.

  It’s August 6 2024 I had got this device installed just little over a month ago now.
  
  First off i was sent to two shops for installation that don’t do the interlocks anymore.
  Second my first service ( Having it for only a month ) I was double charged for the same thing by the shop ( Almost $400 bucks ) Shop couldn’t give me an answer why and just told me to call the company which I found out it’s a 1-2 hour wait just to speak to someone and they ALL sound like they hate there jobs customer service is so bad I couldn’t believe this person worked for them. But they couldn’t give me an answer why I was double charged offered my refund which I never got.
  After my first service the shop screwed something up because as soon as I drove off I had a “Lock out date” reading for violation. They shop tried blaming me and cleared and didn’t charge me.
  Now fast forward a week after all that my battery died in a ******* parking lot and I had triple A come out and change it and then my device read another “violation lock out date” took it back charged me $130 bucks to clear it and when requested a refund because it’s not my fault or in my control my battery died on me? They denied my refund and when asked where does it state I’m obligated to pay you guys to change my battery ? They told me they will submit a request for that info I’m just thinking should your employees know this info? Crazy I would recommended this company I shopped around and a lot of there competitors have the same thought of this company.

  Business Response

  Date: 08/06/2024

  In one week, Mr. ******* will have had the LifeSafer device for 2 months. The appointment Mr. ******* is referring to that we "sent" him to in June for installation, we didn't actually send him to. His claim of going to a second location, we have no record of this. His original appointment on May 23rd, he simply missed. Then he set the appointment for June 13th online on June 10th. He set this appointment up on his own without confirmation and when he called about being turned away because it was no longer an authorized shop, we were able to get him in elsewhere the same day.  

  Regarding the double-charged fees on July 18th, we reviewed those charges and refunded all overages back to his card the same day. 

  We would normally refund the reset fee for a battery issue if that was the first reset fee being waived. However Mr. ******* had a violation that required a reset on July 23rd and we waived the fee for that reset fee. As a gesture of good faith we are refunding this second reset fee as a credit back to Mr. *******'s LifeSafer account. 

• Initial Complaint

  Date:07/30/2024

  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.

  The product is faulty, I have been stranded 4 times now since the installation of this device having errors. I have been charged for the company's errors and had to have a whole new device put into my car because the equipment is faulty, and I was charged. Everytime I call their customer service for help it takes almost an hour before someone is on the line. They don't refund the money they take out of my account they just overcharge me and then say that they credited my account and that's why my fee is lowered this time, but it's just the price we agreed on. This company needs to straighten up. This is bad business and they get away with it because people are ordered by court to use these devices for DUI. just because I was charged with this doesn't mean I should be stranded, financially abused and have my time repeatedly wasted. FYI I wasn't even driving, I just couldn't afford to take the case to trial.

  Business Response

  Date: 08/01/2024

  There have been several times a reset fee was charged, left as a balance, then later refunded from that balance. Since the fee wasn't paid  when it was invoiced, the refund would only cancel out that balance, therefore it would not be reflected on a future invoice as a credit. The resolutions manager will be in contact with ******** shortly to discuss further. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There have been multiple billing errors, miscommunication with my husband when his car broke down the Friday of Memorial Day weekend and process to follow when contacting Lifesafer and talking with the shop that does the calibration, since it died in their parking lot and needed towing. There have been device problems causing “violations” that do not exist (one from cold weather around New Years, another right after his calibration this past Friday), inability to resolve issues in a timely manner, misinformation regarding if a violation will occur with battery failure or replacement, and horrible customer service. I’ve called on his behalf multiple times for resolution and gotten nowhere, even after email the resolution team. His car died on the highway after they cancelled his appointment for calibration without notifying him, and he was stuck on a major highway with our 3 year old and 8 month delay of daughters, risking collision. He was disputing a bill price and said he didn’t consent to the charge and they billed my bank account, without authorization. They then spoke with me to get his car in this past week to get a month calibration and pay towards the balance which should’ve been just over $283, but they charged for 2 months and the shop said they’d call to resolve this and fix the charge, but nothing has occurred. I just called this evening and asked for a supervisor and was told they couldn’t get me to a supervisor and transferred me without alerting me to another extension mid-sentence.

  Business Response

  Date: 07/30/2024

  We are reviewing *** ********** account and will be in touch with him shortly. Due to the sensitive and legal nature of the business, we are unable to discuss anything regarding the account with anyone other than the required person unless an authorization form is filed. 

  Customer Answer

  Date: 07/31/2024

  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 was authorized by my husband via a ******** document he submitted to Lifesafer in June with both areas checked on the authorization form, so they could fully discuss information with me. He had taken screenshots of this for his records, because of them not documenting things appropriately prior. I spoke with an agent yesterday who incorrectly stated he had filled an authorization form with only one box checked. I told him that I had text proof from my husband from the day he submitted it (I believe he might have accidentally dated it 6/6/24, instead of 6/4/24, though). I was given an email to send it to, and emailed them yesterday afternoon and they made a note on his account but said they wouldn’t be able to talk to me about billing for 24-48 hours. They stated they’ve emailed him and called without being able to leave a message since June, but he has not received any emails or phone calls from them until 7/30/24. He was at work and unable to do a 3 way call yesterday to state this to them.  I believe the only reason we got a response from them was because you reached out to them. 
  
  
  Regards,
  
  
  
  ****** ********
  

  Business Response

  Date: 08/01/2024

  The screenshots sent with the rejection are the first time LifeSafer has received the authorization form for *** ********** wife. Now that we have this, we will be in contact with her.