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

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  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

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  LifeSafer of Florida

  5285 Tower Road Tallahassee, FL 32303

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: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.

  On Friday April 19th of this year I had to get a new car as my previous one broke down. On April 19, I dropped both my cars off the have the device swapped from my old car into my new one. I took the mechanic over the weekend to complete the job as they were apparently having issues with the Lifesafer software. On Tuesday April 22 I picked up my new car as the job had been completed, I paid the shop $90 instead of the typical $175 for the job due to the inconvenience. I do not believe the shop was responsible for the multiple errors made in billing to my account over the weekend though. over the course of the weekend my account balance went from $73 to $365. I called the company multiple times in order to figure out what was happening and no one helped. I should have only been paying for the daily service fee but a whole bunch of random charges and things that did not happen were added to my account over the weekend without my knowledge. Eventually I went in to one of their main locations on May 1. The attendant there called their regional manager who removed the charges, my balance was $145, I paid it, had my device recalibrated for 45 days. However on May 20 i had to have my device recalibrated because the service light was blinking. on this date according to the invoice I was charged $200 or 155 after state assistance for 45 days of service. I have all relevant invoices and account history downloaded. My account history keeps getting randomly edited as if they"re trying to hide the errors made. I talked to a regional manager again on July 8 but the issue was not handled to my liking I have a voice recording, my account history has still not been correctly rectified. I am not sure what to do as they have continuously not resolved the issue even though i have brought it up at least a dozen times and it is still not clear how much I owe exactly. I desire to not continue business with this company. as of current I owe them $176 apparently.

  Business Response

  Date: 07/30/2024

  While there were some issues with the billing on/around 4/22-4/23, we corrected them, as *** ******** indicated. However, when he said he paid his $145 balance, he was paid out 45 days, this is incorrect. Before all this, *** ******** had gotten service on 3/19 and was charged for 30 days only, meaning he was due to pay another month on ~4/18. On 4/23, he was charged for another 30 days, which moved his paid-to-date from 4/18 to 5/18. This is why *** ******** had to come back on 5/20. On 5/20, he was then charged for 45 days, moving his paid-to-date to 7/2. On 7/5, *** ******** was charged for 45 days, moving his paid-to-date to 8/16, which is where it currently sits.

  Monthly charges for the interlock total $109.24 plus tax. The totals can vary from month to month based on where service is done, since that affects the tax rate. At most shops, this total will fall between $117 and $118. When charged for 45 days, this brings the total to $163.87 plus tax, which falls between $176 and $177 with tax. As *** ******** said, he had $0 balance as of May 1st. The current balance of $176.35 is due to the July service where he had 45 days added to his account. 

  The reason his balance was changing is due to us waiving missed appointment fees and reset fees either due to them not being owed or for the client's satisfaction. 

  *** ******** is welcome to change companies, but we will not cease contact until his account balance has been paid. Nor will we waive any fees, as we have shown that they are valid. 

  Customer Answer

  Date: 08/13/2024

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

  Per 8/13/24 call from customer says he has been trying to contact the business but can't get in touch with anyone. Says the business reached out to him asking him to come into his scheduled appointment 
  
  

  Customer Answer

  Date: 08/13/2024

  I would personally like to apologize for my lapse in communication, I work in child care and during the summers I work full days the whole week and have not had time to follow up over the last 2 weeks. I would like to get some answers about my complaint and discuss what the best course of action would be. I am not sure at the moment what I should do. The business did reach out to me and their resolution offer was to knock $50 off my account balance but I don’t know if I pay that I will lose my right to dispute the billing. My biggest fear in this situation is that my billing will continue to get messed with in the future. While I’m sure the $50 off may correct it for me to an extent I’m not sure if I can trust this company to not make erroneous charges again in the future. Best case scenario for me is for them to wipe the account balance to zero for the inconvenience and charge me moving forward. Ultimately though I do not plan on keeping this company’s product in my car much longer. I do have a recalibration this Friday and they keep asking me to come in before, something I will not be doing as I intend to get the full 45 days of service. I do intend to use smart start moving forward and getting the lifesafer device out after my next calibration due after the one that will be performed on Friday. I just feel like I need help, if I could have a bbb representative present on the phone during my next appointment that would be great. Thank you!
  

  
  

  Business Response

  Date: 08/13/2024

  The account has been reviewed multiple times for accuracy at this point. The issues with billing in April and May were due to a shop technician making adjustments where they shouldn't have because they are not the accounting expert. That issue has been addressed and will not be allowed to happen again. An added complication to this matter is the financial assistance program *** ******** is in. The state of ******** handles this by applying "payments" to the client's LifeSafer account at certain times, so the balance could be reduced from where it currently is and we have no way of knowing the amount or when it will be added. 

  As it stands, LifeSafer is confident in the current balance and we sent the breakdown of this in an email to *** ******** on 7/30. If he wishes to dispute that breakdown, it would be easiest to settle that by responding to that email where the details are - it came from Scarlett at a **************** email domain. 

  Customer Answer

  Date: 08/13/2024

  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 ****** ******** am not pleased. What I have requested again and again and have not received is a complete audit of my account in order to ensure everything is good and accurately up to date. I do not want to lose the assistance I receive from the state because I need it, I work in childcare I do not make a whole lot of money, and the actions of the company I believe jeopardize it. At this point the only action the company can take that would leave me satisfied for all the headaches and meddling customer service would be to wipe my account balance to zero for charges made prior to the calibration performed on 7/8/24. Furthermore I have heavily considered switching interlock companies as a result of this whole ordeal. I would switch to smart start as they are a bbb accredited company and have offered me a 10% discount for their services. If I were to move forward with lifesafer after this it’d be contingent on if they refund me the $126 balance in my account for the headache and confusion and apply at least a 8% discount for their services moving forward. While everyone I have dealt with from them has not been entirely unpleasant I have not gotten any concrete answers and that is the root of my concern.
  
  
  Sincerely,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 08/14/2024

  Despite *** ******** having access to all of his invoices to be able to breakdown all the charges and payments himself, I have done a full breakdown as a courtesy. The breakdown is the spreadsheet I've attached here. It outlines every line item we've invoiced, the name and the dollar amount. As you can see on this sheet, we've actually given refunds for 1 reset fee and 1 missed appointment fee that were never even charged. That's a $130 credit in itself. I also gave *** ******** a $50 credit as a courtesy for the time he's already spent with us attempting to figure this out. After that $50 credit I added on 7/30, the balance on his account is $126.35. If you take those extra credits from the fee refunds and my courtesy, totaling $180, into account, we've already credited *** ******** more than the balance on his account. In conclusion, we will not be providing any more discounts or credits on this account and he must pay any remaining balance before we will deinstall his device. 

  Nothing we can do would affect your state assistance. On that note, if a financial assistance payment is made on *** Dezellum's account after his device is removed, we will send a check to him for reimbursement in that amount.

  Customer Answer

  Date: 08/17/2024

  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 am still not feeling understood here. As far as I know the remote start function that cars can come with from the factory such as my vehicle are supposed to be disabled when an interlock device is installed. It has now happened to me a couple of times where when I'm leaving my car and locking it that the remote start function is triggered. That violation fee was because my cars remote start activated right after I shut the car off in my own driveway. Moreover the missed appointment fee should have never been applied to my account, I had a recalibration scheduled for June 28th after the one performed on the 20th of May. I explicitly recall going into the portal and rescheduling it for the 7th of July, Im aware you guys were having technical difficulties at that time which probably explains why my appointment was all of a sudden moved back to the 28th, I probably should've taken a screenshot as apparently all of your clients need to be keeping their own records of files since you guys change them without anyones knowing. Excuses continue to be made for the poor customer service and overall lack of accountability which I am tired of. Yet we are not even focusing on how not one shop of yours was making billing mistakes, but two were. The shop off * ******** ** charged me $200, before the state assistance for 45 days of interlock service after I paid my account balance down to zero 19 days earlier, and that is not a billing issue conducted by this shop as well? Additionally the file that was shared is in a format I cannot view please try and use a PDF if possible as I know that will work. I shared the audio file from the last calibration performed on July 8th. Please let me know if you have any issues with its format. I have stated what my desired resolution is that being a balance reset to zero and a discount of 8% or more for services moving forward, its called providing concessions for a client that has been confused, stressed, lead astray, and raked over the coals by your company and its associates. As a consumer I am not responsible for the company’s wrongdoings, please stop removing items from my billing history and do the correct thing which is to conduct an audit of my account. I have no faith in continuing business with a company that does not even wish to understand the intricacies of its own mistakes. Please come back to me with a better conducted and more professional response. 

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

  Business Response

  Date: 08/20/2024

  I'm unsure why *** ******** is bringing up the violation again, the violation reset fees have all been refunded. My purpose in bringing up the additional fees was to advise they had all been refunded, plus an extra refund for a reset fee and missed appointment fee that were never charged at all.

  To be clear, the first Missed Appointment Fee charged in April was refunded as soon as it was charged, so we corrected it before it was even paid. Our records show that the second missed appointment fee was valid and we refunded it anyhow. That was the fee charged on the 7/5 invoice - at his May appointment his next appointment was set for 6/28 and this was printed on the May invoice. Our records show that *** ******** reached out to us on 7/3 because his device was showing a pending lockout - this was because of the missed 6/28 appointment. He claimed that he changed it on the portal, but his account reflects any and all changes made to appointments, it even logs how the change was made, it will list an agent's name, tech's name, if done by the client on the automated phone system, or by the client via online portal. There were no appointment changes made to his account between 5/20 and 7/3. The claim of technical difficulties is nothing I've heard of as a manager, so I'm unsure where he got that idea. On that same note, our appointment cancellation/rescheduling policy is 24 hours, so if he tried to change that 6/28 appointment within that time frame, it wouldn't have allowed it and wouldn't have logged it. Maybe this is the issue he experienced.

  Regarding the $200 payments, *** ******** was accumulating a balance from 3/19 until 5/1 with no payments, so yes, he paid that off on 5/1, but was due for service again on 5/20. The total of the 5/20 bill was $200.73, which ** ******** claimed he paid $200, this is false. $45 of that total was paid by the ******** Financial Assistance Program, he paid $155.73 and there were no billing errors on either invoice. Please refer to 5/20 invoice # 30796, where you can see the payment breakdown. 

  We understand what *** ******** is asking and deny the request, as stated previously. We are unwilling to reduce the balance or the bill because we have already given courtesy credits in the amount of $180 and the price he's paying was provided prior to him ever installing the device. This pricing is also detailed in the contract he signed with LifeSafer. 

  I have attached the file again in the original xlsx format, but from a different file source, it does appear there was an issue with the original. I've also attached a pdf version,but because the spreadsheet is 20 columns wide, but it's not going to be easy to read in that format. 
  

  Customer Answer

  Date: 09/06/2024

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

   

  Hello ****, I am sorry to have sent in another response to this complaint late again. I have just recently started my college classes for the fall and have been quite busy, as I am still working full-time. I have sent some attachments over this email as I cannot on the portal that is used to process complaint requests. If you have any issues with sending over or conveying information in this email please let me know. 
  Better Business Bureau:
  
  I have reviewed the response made by the business about complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, the reasons for rejection are included below.
  
  Once again none of my concerns have been addressed really. Another response of assumptions and falsehoods. What was going on with the two shops making billing mistakes? I rescheduled my appointment from 6/28 the weekend after my recalibration where I paid too much on May 20th. I went into the portal and changed the date of the appointment to the 5th of July. I feel like no one I’m talking to understands what is going on, I have never dealt with one person, every person is always different. 
  
  I did not ask for a billing sheet, I asked for an explanation of the charges, of not one, but two billing mistakes. I paid my bill of $126, out of fear I would not be able to recalibrate my device. It has shown up on my account when I was last recalibrated that I must pay the fee or else I won’t be able to recalibrate my car. The shop technician let me take an image of the screen.
  
  I realized I did not attach the audio file last response I sent, the page refreshed and I had to retype the response. I cannot send the file in a response as the file is too large and exceeds the 8MB limit. I will include an image of the shop technician’s screen. I will also include the image of the wire falling out from under the dashboard about 3 months after the device was installed into my new car. It fell onto my feet while I was driving, blocking my brake pedal. Never heard anything back about why that happened. The manager who I called in the voice recording was the best one I had talked to yet, in fact I wish I could only deal with them, they exuded exceptional service hearing me out and doing their best to understand the issues. Too bad I never heard back. No matter what happens it feels like nothing can ever be addressed or handled correctly. ******, the current shop technician I am working with at *** ******* is the first competent shop technician I have done business with since putting the device in my vehicle to fulfill my DMV-mandated interlock requirements in September of 2023. 
  
  Due to what had happened with the two incidents of random erroneous charges I’m in constant fear something will pop up unexpectedly, and I won’t be able to afford it. Then I won’t be able to drive my car. Please understand this, I work in childcare, a job I have because I do not have a criminal record. I have never been charged with a DUI, I need reliable transportation to work. My interlock requirement is part of a DMV requirement, this is because I missed a hearing request deadline due to my grandfather passing away, on Christmas Day 2021. I was stone-cold sober and the police lied on the report and reported that I refused a blood test when I did not and I got a sober DUI. This was on December 21, 2021. We got an attorney at the beginning of February after having a sit down in January, no one in my family had gotten a DUI so none of us knew about the deadline.
  
  I am working full time and in school and my bills per month are a lot with insurance, car payment, loan debt, and expenses like gas and car maintenance. I cannot afford to be forced to spend a random $400, or another random $200 after having my car serviced 19 days earlier and paying my account balance down to zero. Once again how did that second billing mistake come about?
  
  Very poor customer support, and crisis management in my opinion this is a very poorly conducted response I am working with. When my car was in the shop the weekend that device was installed into my new car from Friday-Tuesday all of those errors occurred on my account. Including a whole host of violation resets.
  
  The only other violation resets I know of were from last year when I was eating a ****** chicken bake in my car and ran out of water, in case if you don’t know how the devices work bread can set them off, I blew a pass after so I was fine. But I recall paying for that ‘violation’. This last time my cars remote start accidentally
  
  went off when I left it, and that charge was removed.
  I would like for it to be understood that for the billing errors that occurred while my car was at the technicians shop the 19th of April-April 22, I had no idea of. I was not aware of anything that was going on the technician told me it took so long because the servers for Lifesafer were down. That’s what I was told. I remember that. Then I get my car back and my account balance is $400 out of nowhere. I just spent a lot of other money, I just got a new car, and I was completely blindsided. I called customer support several times to get the billing issue amended which was never resolved by them. I had to go into the main location off of * ** ***** **, and then the technician called up the regional manager who fixed the account charges, for 2 weeks I called incessantly, and constantly fell into a customer service doom loop.
  
  Also, what’s going on with the coverup? Why were a bunch of random statements and invoices removed from my billing history? The original billing history was included in the original complaint I submitted as well as the randomly amended ‘new’ billing history. Highly unethical business practices right there! Please DO not hold me liable for mistakes conducted by shop technicians, management, or billing, whoever you are.
  Once again I’m asking for a PROFESSIONAL response.
  
  Regards,
  
  ****** ********
  
  
  

  Business Response

  Date: 09/06/2024

  We understand what *** ******** is asking and deny the request, as stated previously. We are unwilling to reduce the balance or the bill because we have already given courtesy credits in the amount of $180 and the price he's paying was provided prior to him ever installing the device. This pricing is also detailed in the contract he signed with LifeSafer. 

  Customer Answer

  Date: 09/06/2024

  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.
  
  Once again, another response that does nothing to address my concerns or questions. Nothing about the unscrupulous charges has been answered, as well as the unscrupulous accounting practices. Not a single claim addressed in this response at all whatsoever. It feels like this whole complaint has been handled with the care and delicacy of a monkey. I want answers as to why these things are happening and I’m turning up empty handed, I have provided all the evidence I need. I am seeking understanding as to why these issues occurred in the first place as I don’t feel confident they won’t happen again. The $180 in issued credits are all charges that shouldn’t have happened. When I was trying to resolve the issue with the $400 I shouldn’t have been charged it was the same story. The representative on the phone blamed me for what happened and explained to me why I should be paying the much. Then eventually once I could get the person on the phone to see the issue they said they would send in a complaint to billing and that it’d be solved in a week or so, that happened several times. I want to know why it’s never the same person dealing with an issue, and why issues don’t get resolved unless you (I) badger relentlessly to have it resolved. Never in my life have I experienced worst customer service, so yes most the time a company that operates with some efficacy provides concessions to customers that have had a horrible experience, like myself. I could care less about whether or not those concessions are made ultimately, but why did these issues occur in the first place? A billing mistake was made by not one but two shops. What is so hard to get about that? What are you guys doing to ensure this won’t happen again, nothing? 
  Regards,
  
  
  
  ****** ********
  

  Business Response

  Date: 09/10/2024

  A LifeSafer executive management member will reach out to *** ******** to assist with the de-installation process. 

  Customer Answer

  Date: 09/11/2024

  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 ask to have the balance reduced… 

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

  Business Response

  Date: 09/13/2024

  We feel as though we have responded to all issues presented to us and as stated previously, *** ******** is welcome to reach out to the LifeSafer manager who has emailed him, Scarlett. We ask this complaint be closed.

  Customer Answer

  Date: 09/14/2024

  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 to accept the response in order for this complaint to be closed. Perhaps instead of beating around the bush someone could take initiative to answer the questions and concerns outlined in the original complaint, as well as all of the responses I have sent. I have not asked for a spread sheet I have asked for an explanation of the accounting discrepancies and how you guys are working to ensure they won’t happen again, I am at a loss at this point. If I need to retain an attorney I will do so. I am not looking to sue or get any form compensation, I just suspect that you guys royally messed up and have been working to cover your trail. I have all the invoices downloaded, I know what my account history should look like. Statements with things such as invoices and other important information should not just be deleted and removed for a client to no longer have access to. I have no desire to respond to these nonsensical responses any further. I want accountability, and proper account information. Restore my billing history to  its original state put back every single statement, invoice, and charge. If there was an issue with how things were conducted on your guys end then you should have done a complete audit of my account that would be added to my billing history or shared with me, instead you guys tried to cover something up clearly and I’m severely lacking trust, zero integrity, and zero accountability is all I have gotten. I have reason to suspect there is a bigger issue at hand here that is being swept under the rug and I full heartedly intend to get to the bottom of it, whether it be through you guys taking accountability finally, or legal action. I’ll be willing to cut slack if the concessions I’ve requested are met. 
  
  
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against LifeSafer regarding their billing practices, customer service issues, and repeated lockouts of my vehicle due to their poor handling of appointments and payments. I have experienced multiple issues with their invoices, payments, and the application of indigent payments. Despite making payments on time and following their procedures, I have encountered discrepancies in the balance owed and the application of payments.
  On July 4th, 2024, I was locked out of my vehicle because I missed my scheduled appointment on June 28th, 2024, in ******* **. I attempted to reschedule the appointment but faced significant challenges connecting with their customer service. When I finally managed to get through, I was informed that I owed over $400. I questioned this amount but was not given a clear explanation. My issue escalated, but it went straight to voicemail, and I left a message.
  I was able to get my interlock calibrated, but two days later, a message was posted on my interlock device stating that my interlock was set for lockout mode starting July 25th at 7:36:11 AM. I called LifeSafer at 7 AM and finally got through at 7:30 AM, only to be told I needed to call back at 9 AM to set up an appointment with the ****** site to calibrate my interlock with a required code. I am scheduled for my monthly calibration on July 29th, 2024.
  
  Despite trying to coordinate with LifeSafer's customer service and the ****** site, I was unable to set up a same-day appointment, and my vehicle entered lockout mode. Both times I was in lockout mode, I missed job interviews, which significantly impacted my ability to secure employment.
  
  I am seeking the following resolution:
  
  Improved customer service and a clear explanation of how future indigent payments will be applied.
  Compensation for missed job opportunities due to vehicle lockouts.
  I appreciate your assistance in facilitating a resolution between myself and LifeSafer to address these ongoing issues.

  Business Response

  Date: 07/26/2024

  We appreciate honest feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. Unfortunately, the call center industry is facing staffing challenges. Please know that we now have an online chat option! Click the "CHAT WITH A SERVICE AGENT" button at **************** to chat with a Service Specialist Mon - Fri 8:00 AM to 8:00 PM Eastern Time.

  There are multiple things that have led to issues with this account. Firstly, there are multiple accounts, one where the device was never returned to us back in 2015 and the current account that was set up earlier this year. Then, there have been missed appointments, which lead to lock outs. The lockout date is determined by the state's required interval, payment made, and is set at the service appointment and cannot be changed remotely. Regarding the indigent payments, we did not receive your indigent approval paperwork until months after the approval was granted. When we did receive it from you, we applied all past and current indigent credits earned up to that point. 

  Our resolutions manager will be reaching out to resolve your concerns.

  Customer Answer

  Date: 07/26/2024

  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:07/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my interlock device installed late July, by October my mechanic said the issue I was having with my car was because I needed a new starter. I talked to lifesafer about it they insisted that it wasn’t due to the machine however after I did research it shows that it can cause starter problems. I let it go and continued as usual now it’s July and yet again my car is acting as if it doesn’t want to start after the machine tells me pass and to start the engine. I have since day one requested to have access to my account online because it makes my life easier, to date I still have no access and my year is pretty much over. I wait for hours until I get tired and hang up, I call and hit 1 for new customers since they never have a live rep for 2. That still doesn’t work they put me back in que. Any company that will only take calls for new business and not existing business is a red flag! So once again I need a new starter in less than a year and I’m suppose to pay for that? To top it off they want $250 to remove the device. This is not ok

  Business Response

  Date: 07/22/2024

  Interlock devices do not actually touch the starter of a vehicle, so any starter issues would not be a result of an interlock device. Interlock devices are a slight additional strain on a vehicle's battery because an interlock does have a very small draw on the battery when the device is off (whether or not the handset is plugged in) to ensure the device isn't improperly removed or disabled. This draw is less than 5 milliamps, which is similar to the amount of draw your radio uses to save your preset stations, so it has virtually no negative effect with regular vehicle use. 

  I'm sorry to hear of the issues using the LifeSafer My Account, it appears you created your own account online, then called an we created another account due to the original one missing a lot of information. Because you used the same email address for both of these accounts, the original, unused one was attached to your email. I have sent a request to our IT team to get your email address connected to your current account. We're also sorry for our long wait times, we do answer existing client calls, but those queues are much more active than new client queues, so it takes a bit longer to get through or to get a call back. 

  The LifeSafer Resolutions manager will be reach out today to try and resolve your concerns. 

• Initial Complaint

  Date:07/18/2024

  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.

  Have attempted to have my Interlock device unlocked when getting an unknown lock code. The code on the device informed me to contact the installer. Have called the dealer to inquire why I would call them to get it unlocked.. Dealer had no idea why the device is pointing me this direction and suggested I call Interlock customer service.
  I took many attempts to get to a CS person after long waits up to 20 minutes listening over a bad connection. They stated they would send an unlock code to allow me to drive my vehicle to the dealer to have it re-calibrated. Once receiving the unlock code the device would not take the code to unlock. After many tries the device would not accept the given code and informed me I must take the vehicle to the dealer to have the device replaced. The dealer is 50 miles from my home and must hire a tow truck to bring the vehicle for replacement. He then said that he has no replacement units on hand and would have to order them with an unknown arrival date.
  I am now without a vehicle until the unit is replaced.

  Business Response

  Date: 07/22/2024

  We’re sorry to hear of any hardships with the LifeSafer device. Device settings are determined by state regulations, not the interlock industry, but we do our best to train our clients how to use the device.The LifeSafer Resolutions manager will be reaching out shortly to assist. 

• Initial Complaint

  Date:07/17/2024

  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.

  Since becoming a LifeSafer customer, I have experienced nothing but problems with the device, unable to contact the company because of hold times, utilize chat function or attempt to schedule an appointment because closest location is not shown on the map.
  I have had to exchange the unit 3 or 4 times because of lockout status. When the device was installed, I received no training (except what not to eat.) My car's battery is getting drained when I leave the device plugged in when not in use. (Two competitors believe it to be installation error). Am afraid to hook up the new one until my car is looked at to verify proper installation.
  I have had to pay excessive service fees to replace the units. I cannot be on hold for 30-60+ minutes every time I call and have not had anyone offer suggestions, directions or advice when I finally do speak to someone.
  How can I get something so simple as this device and spend endless time and money on it. The worst experience with a company ever.

  Business Response

  Date: 07/18/2024

  So far, the causes of the recalls were due to things deemed violation by state regulations, not device issues. We sent *** ****** to a local LifeSafer shop today to have his device and wiring inspected. Once we have the results of this inspection we will contact *** ****** and resolve accordingly. 

• Initial Complaint

  Date:07/16/2024

  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.

  This compa** has taken my money for a particular job. Namely, appease the court of *** **** and all jurisdictions within. Since then, they have placed me on hold for well over 3 hours now, have told me to do an uninstall, reinstall of my hardware, charged me for such and have since not answered a** of my phone calls or emails. I have done everything they've asked me to do, to great financial peril, but they still want more. This is a completely unethical, understaffed and incompetent business. While I hope to never HAVE to recommend a compa** for such a thing to family or friends, I know for a fact, I would never recommend this compa**. Misinformation, falsification and an overall scam philosophy is what drives this compa**.

  Business Response

  Date: 07/17/2024

  Per our records, *** ******** contacted us on 6/18/2024 stating that there was a hold on his license with *******. This was the first mention of ******* from *** ********. Prior to this, his entire account was set up to only report to **. So, it appears he waited six (6) months before requesting his records to be sent to ** or telling us that he had an ** requirement. On 6/19/2024, the day after he requested records to be sent to *******, we verified his requirement with the ******* DOT. At that time, the **** stated that the client had outstanding requirements that need to completed prior to interlock time starting (***** insurance and Traffic Safety School). We advised the client of the outstanding requirements and notified our sales team to re-enroll his account under the ** jurisdiction. Both ** and ** are real time reporting states, so he would not have been able to serve both requirements at the same time a**how.This is not a restriction we impose, but a restriction of each state's regulations and reporting system.

  We do apologize for our long wait times, this is not due to a lack of caring or competency, it's simply due to staffing issues facing call centers. We continue to implement additional options and resources to reduce our clients' wait times. The LifeSafer Reputation Manager will be reaching out to *** ******** shortly to discuss this further and offer additional assistance. 

• Initial Complaint

  Date:07/16/2024

  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.

  1. The company advertises hidden fees however states, after your first "payment", that the the payment does not include the initial cost of service.
  2. There are no supervisor available to speak to. I have requested over 4 times for a supervisor to contact me and I was told that there are no direct transfers to a supervisor nor any set times as to when supervisors are available. On my fifth call, I was finally told supervisor don't make calls.
  3. The employees lack empathy regarding your concerns and also provide conflicting infromation.
  4. The client portal system / payment system does not work and causes issues resulting in suplicate payments/charges and returned payments

  Business Response

  Date: 07/16/2024

  There are separate fees paid to LifeSafer and labor charges that are paid directly to the service centers. We do our best to explain these fees clearly. As far as hidden fees we list all our base pricing during enrollment and all possible penalty fees due to missing an appointment, incurring a violation, etc are listed in the contract signed at installation. We will review the enrollment call and invoices and reach out to *** *******. 

• Initial Complaint

  Date:07/08/2024

  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.

  On the 26th Of January I got locked out of my car because when getting it installed they failed to check to see if my battery could handle the installation of the device so I had to get it towed over for $190 to one of their shops because the reset pin for the device was not working.
  
  On the 26th of June I had to get my car towed again because the relay in the computer of the Life Safer Interlock device was broken. Because the actual computer was broken the device was off and I couldn't get a pin for the device to turn on the car. The Gal that spoke to on the phone sent me to a place that couldn't install a new device so I had to take it to another location and luckily they were able to fit me in. The gal on the phone that works with Life Safer Told me that they would pay for the tow and the shop would not charge me for the installation of the new device. Well the shop charged me $51 and I have not been able to get in contact with anyone from Lifesafer to help me with this issue. I am Tired of waiting on hold when I have other responsibilities to work on. Overall its highly unprofessional and I really want this company to work as i have to have the device installed in my car for the next two years but it might be better to start looking at my other options for interlock devices.
  
  Other than that their was two months straight where they allowed me to make an appointment with a shop that was innactive as their were no employees actually at this shop and this has caused me a huge headache trying to get a appointment at a new shop so my car wouldn't lock up on me.

  Business Response

  Date: 07/10/2024

  Vehicle maintenance, which includes maintaining the vehicle battery is the responsibility of the client, as determined by regulations and advised in LifeSafer training materials and contracts. Regarding the incident in January, the lockout actually occurred on 12/17 and the lockout code may not have worked due to a low vehicle battery. The override code is not guaranteed, it is only an option when possible Interlock devices warn clients prior to locking out, 5 days in this case, so that the client can bring the device for service by driving the vehicle. If the client fails to get service before lockout, we can offer the option of an override code, but if that doesn't work or isn't possible for another reason, it's still the client's responsibility to get the vehicle to the service center. Since this service was not needed due to a device issue, the tow required is not eligible for reimbursement. 

  Regarding the most recent issue, the logs from that service are not yet available, but we will err in ** ***** favor to resolve the complaint. Someone from the LifeSafer Executive Resolutions Team will be reaching out to ** *** shortly. 

• Initial Complaint

  Date:07/03/2024

  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 had the interlock device installed in my vehicle. Upon receiving The device I was told every two months I would need to service the device. But the device goes faulty more often than it should and I have to service the device regularly by scheduling an appointment by waiting on the phone for lifesaver for hours on end then once waiting on the phone for a few hours I have to schedule an appointment with a separate entity such as a car servicing center. Sometimes the shops and lifesaver do not communicate with each other which leads to more servicing requirements. I have had to wait on the phone for hours schedule appointments for hours and ensure that both the shops and Lifesavers are in communication . This entire process has been a headache and I explain all of the hoops I have had to jump through lifesaver denies all accountability and says they have no idea what is going on with my device and to get it reset even after going to a servicing shop a week ago . Every time I bring up this problem to them they deny any type of accountability and say I am going to need to get the device fixed or serviced or reset even though it has been serviced and multiple times within a month. This entire endeavor has cost me more money than it should have and often times they charge me over what they should have charged and then discuss reimbursement via email.

  Business Response

  Date: 07/08/2024

  We understand the concerns, however device settings are determined by state regulations, not the interlock industry. The device is logging violations and recalls per these state regulations for missing retests, These retests prevent drivers from drinking after they’ve started their vehicle or having someone else take a test to start the car if the driver has been drinking. A LifeSafer Manager will reach out to *** **** to see how we can assist and ensure he fully understands the settings and answer any other questions he may have. 

  Customer Answer

  Date: 07/08/2024

  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: 07/10/2024

  Lifesafer has admitted to my device being faulty and causing many failed retests. My issue is no one in the company has had the same response through and through. In dire emergencies I have called the “hotline” number and wait for hours on end each time. Upon speaking to representatives I get different “answers” each time and no one has consistent responses. I also have had random charges to my account, over charges for “missed appointments” and issues with customer service sending me a recap of our conversation for my personal records because it is “against their policy”. Upon speaking to Ms. T**** she said that is untrue. I am extremely disappointed with the way this company conducts itself and how they go about things in a very shady way. I am tired of having to call and wait for an hour to schedule appointments, to make payments, and to clarify questions. The website they offer does not work for any of the above matters. 

  Business Response

  Date: 07/10/2024

  We understand the frustration and have forwarded the issues to the pertinent management teams to address. ** **** was advised to use Ms T**** as a direct contact moving forward to prevent any further misunderstandings or conflicting information. In fact, Ms T**** reached out to ** **** shortly before receiving this rejection to move to the next step of resolving his device issue. 

• Initial Complaint

  Date:07/03/2024

  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 just took my car into get it reset because I was at my destination and home for the night. It kept beeping because it’s not reading my blows. Literally I’ve been blowing since driving and it’s not reading my blows. It’s now giving another lockout date as I’ve been blowing for next week. I can’t afford to keep driving to get it retested because of its malfunctioning. It takes over an hour to reach customer service.

  Business Response

  Date: 07/08/2024

  We’re sorry to hear of any difficulties experienced with the LifeSafer device. We want to make sure our clients are confident and feel safe when they are on the road. Someone from our executive leadership team will be in touch with *** ******* see how we can help. We will be happy to exchange the device for a different one, as requested.