Business Profile

Interlock Devices

LifeSafer

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

386 total complaints in the last 3 years.
157 complaints closed in the last 12 months.

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

Initial Complaint
Date:06/11/2024
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.
Ignition interlock device has been installed in my *** ** on 06/0602024 next day after that it would give me random errors like I'm not blowing in it hard enough or my humming sound is't steady or not laud enough wich I thought was strange but tried again and again .But today 06/11/2024 I had really huge problem with it , I did blew in it first time to start a car it gave me error of not blowing strong enough so after 30 seconds interval did again and passed the test started car and started driving ( all I needed to go pick someone up from work like 5 mins drive there and back) but device gave me signal to blow again in 3 minutes on the middle of very heavy traffic , so I did again and got error of blowing not to strong in 30 seconds again blowing and same result and I did that multiple times until I have got 5 minutes interval to blow again after that would get all kind of errors like humming not strong not steady blowing not strong enough mind me I'm non smoker so have no problem with blowing but it kept giving me same answers and asked to cut of vehicle engine ,I did that and started over - so I did try maybe 30 times total - which made my troat hurt and me dizzy, called service - after being on hold for about 30 mins I have got someone who said I need to try again and he is going to listen over phone, so I did and have got "blowing not strong enough" error, agent asked me to do it again and so I did and again device gave me same exact error. AND ONLY AFTER THAT he said that device need to be reset ,in order to do it I NEED TO DISCONNECT BLACK WIRE FROM MY BATTERY MYSELF ,WAIT 15 SECONDS ,CONNECT EVERYTHING BACK AND blow device again and it will be working properly and will let me drive.He said it will FIX DEVICE .BUT NOW IMPORTANT PART- THE REASON FOR MY COMPLAINT!HE SAID THAT STATE GONNA COUNT IT AS VIOLATION BECAUSE I BLEW TOO MANY TIMES.I'M ABSOLUTELY FURIOUS ABOUT THIS!I DID NOTHING WRONG,NOT MY FAULT THAT DEVICE IS FAULTY,I NEED THAT RECORD REMOVED ASAP
Business Response
Date: 06/12/2024
We are taking your concerns very seriously. This is being addressed with LifeSafer management in your area, and someone from that team will be in contact with you to see how we can help.
Initial Complaint
Date:06/11/2024
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.
Yet again Lifesafer has made using this product absolutely impossible. Was told to buy a new charging cable- did. Was told I needed to re-sync the device and after 4 different times talking with the woman and trying to re-sync on my lunch break with an agent on the phone, it still didn't work. She said leave it on the charger all the time and she would call the next day, she didn't. Took the device to get calibrated Friday and they couldn't get it to calibrate. Had to order a new device. NOW today a new lady called to re-sync the device, while I'm at work, and I'm not locked out of the device due to it not calibrating. Then she says she can't help me with anything but the syncing of the device, and sent me back to a hold for someone else. After 40 minutes on hold I had to hang up. There are other companies to use and I don't know why I'm still using this one. The absolute worst company I have ever used for anything ever. As I sit now I have no resolution.
Business Response
Date: 06/11/2024
We have tried multiple times over the last few weeks to assist *** *****. She is combative with our agents. She refuses to bring the device with her so that we can troubleshoot with her at the times she request we call her.
If *** ***** would like to change companies, we will need a removal order from her court or probation with permission to do so.
Initial Complaint
Date:06/09/2024
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.
To whom this may concern

My name is ***** **** I am writing this email because I can’t seen to get a hold of no one on the phone at LIFESAFER,to get to the point the company has put this life safer device in my car on 6/4/24 knowing that I was not eligible for it which was a 150.00 installation fee plus a 49.96 dollar fee for there company processing fee..Every time I call LIFESAFER I get bounced around on a answering machine for hours just to not get the problem resolved.I asked your LIFESAFER to take this device out my car because I’m not eligible and I’m not paying 150.00 a month for a device i can’t use and then LIFESAFER told me it will cost me 424.00 to take the device out my **** ***** ****** because Im in contract ..how am I in a contract with something Im not eligible for?i just want this uninstalled and my money back .this is a scam.they take your money before knowing if you eligible..Also alot of this paper work is not signed,so it cant be an agreement

PS …LIFESAFERS CUSTOMER SERVICE S***S
Business Response
Date: 06/10/2024
*** **** stated, "the company has put this life safer device in my car on 6/4/24 knowing that I was not eligible for it". Unfortunately, the interlock companies have the same information that the clients do when they install the ignition interlock device, meaning we also didn't know that you wouldn't be eligible when the device was installed. ************ has IILL clients that are installed with a petition prior to knowing if they are eligible. If not eligible, the device must be removed. Clients are required to pay the removal fee and the early termination of contract fee. The early termination fee will be credited back to the LifeSafer account when they are eligible and return to us for service. The interlock companies are private companies and cannot be expected to provide service for free simply because of the way ************ handles their cases. All interlock companies will collect fees for the services provided, whether or not the client is eligible.

Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.i talked to someone they were supposed to be sending me a email with deinstall date .the price of 313.00 minus 49 dollar fee that was supposed to be waived haven't received anything yet

Regards,

***** ****
Business Response
Date: 06/10/2024
We apologize for the delay, the email was sent a few minutes ago.
Initial Complaint
Date:06/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company advertises that the device is a monthly lease, but we were charged twice in the month of May. The agreement was that a mandatory calibration of the system is to be done every 30 days in ******** and a monthly fee of $80.46 to be made at the appointment. If you don't meet the requirements you're locked out of your vehicle and will be unable to start it. The company scheduled an appointment on May 1st and again on May 29th. This resulted in two payments in the same month. When I reached out to the company they are stating that they work in a 28 day period and that it is a daily lease rather than monthly. Even on their website it is advertised as a monthly fee not a daily fee. By doing it their way it ensures their company receives 13 payments in 12 months. It is false advertisement and they are taking advantage of customers.
Business Response
Date: 06/05/2024
*** **** is not our customer, but Lifesafer has identified the client's account this complaint is in reference to and will respond accordingly. Please know that due the sensitive and legal nature of our business, certain information cannot be released to a third party without proper documentation.

The monitoring interval for ******** clients is 28 days. This is because ******** requires that we have a 3-day grace period after the service date where a client can get service, but requires that clients get service every 30 days to stay in compliance. On that same note, *** ******* ********* got service on 5/1, so if we allowed him to wait until June to get service, he would have been out of compliance with ********, resulting in negative consequences from the state. There will be times the service date falls on a weekend, holiday, or other day the service center is not open, therefore it will be necessary for services to be done in less than 30 days from time to time. The great thing about LifeSafer is that we bill by day, so the client will never pay for more days than are necessary. If the client happens to pay for more days at their next to last appointment, we will refund any unused lease fees for those days.
The screenshot attached to this complaint is simply to illustrate LifeSafer's rates on a commonly used interval - a month. This is not intended to be a guarantee of monthly service intervals, taking into consideration that there are states that allow 45, 60, or even 90 day intervals.
A LifeSafer manager will be in contact with *** **** and/or *** ******* *********.
Initial Complaint
Date:06/02/2024
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.
The LifeSafer Interlock ignition device has been installed and serviced for over a year. Ot was due to be removed May 30th. I was hospitalized in April and still in the hospital at my date of service. In an anxious state, I called the business to be sure of not having penalties and how to directions how to allow the car to start because I did have to miss original appt. I received directions from a representative that I would need an override code upon discharge from the hospital 2 days later and went directly to the service center. I was told and that I might have to provide medical documents to the state of ** to avoid violations or penalties. Time added to my contract was never brought to my attention so I felt more at ease. The LifeSafer local office in ********* ** informed me that the state of ** had added 4 months on to my device agreement bcuz of missed appt!. I called the state as I was told to do so by the LifeSafer employees. I did so and was told there was no way around it, medical documents or not . The company should've told me that there was a possibility of being penalized, that there would definitely be a violation to my contract, and that someone else could bring my vehicle to be serviced as I was incapacitated. I feel misled,. I feel like this is a scam, deceitful as the company LifeSafer does benefit from my added time which comes to about $500 additional fees. Idk why I trusted that they would be honest and forthcoming with me. Naivety I guess influenced my judgement and turns out I was given false information or at the very least info was ommitted. I would like an evaluation of the practices of this company and reimbursement for the addiction costs incurred. Any questions please contact me. I definitely feel this needs further attention. Thank you
Business Response
Date: 06/03/2024
All state regulations are determined by the state, not the interlock companies. As everyone's situation can vary greatly, we try to make it clear that knowing the state's requirements, rectrictions, penalties, etc are the responsibility of the client. Clients should always consult the state for questions or conditions that may affect their interlock requirement.
Additionally, aside from the violation from missing service, *** ******* mentioned on these calls that her time was already going to be extended 4 months due to other violations she had incurred. Again, it is the client's responsibility to contact the state and ask what needs to be done anytime there is a situation out of the ordinary or general questions regarding compliance. The LifeSafer resolutions management team will be in contact with *** ******* shortly.
Initial Complaint
Date:05/28/2024
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.
Issues as of 5/28/24:
1. Over the past 6 months regarding issues with an installed LifeSafer ignition lock, have been unable to have complaint addressed: immediately after ignition lock device was installed, vehicle start-up has been extremely rough (struggles excessively to start) and vehicle handling has been visibly shaky.

2. Removal of ignition lock has been approved since 5/23/24 (court order confirmation w/judge's signature is in-hand), but cannot reach anyone at LifeSafer to schedule removal.
Today's telephone wait was 2.5 hours one one attempt, and then on 2nd attempt 45 minutes of the same.
I tried the online chat several times: not operating (at 'submit', nothing went through; several attempts).
I tried all phone numbers on website banner, support/contact list, etc.
I reached a rep finally by choosing option 1 for Sales; Charlie in Sales was helpful but had no one to connect me to; I insisted on a manager but it was clear from Charlie's supervisor that even if a Sales Mgr was able to hop onto the call, I would have to be transferred to another unit and would end up in the same wait-line.
Business Response
Date: 05/30/2024
On 5/27, *** ******* first contacted us regarding a removal appointment. At that time, he was advised that he would need to send the removal order to the LifeSafer reporting department and was provided with their email address. He was advised it would be 24-72 hours for this to be processed once he sent the removal order.
On 5/28, the LifeSafer reporting department notated that we were awaiting approval from the probation department.
On 5/29, the LifeSafer reporting department notated that he was clear to remove the interlock.
On 5/29, a LifeSafer call center agent contacted him to schedule a removal appointment.
Per the LifeSafer contract, it is the client's responsibility to know their end date, so that they can request fewer days to be added to their device at their last appointment before removal because refunds are not provided for any unused days. ** ******* went for service on 5/15 and paid for one full month at that time with no request for fewer days to be added. Therefore, *** ******* will not be refunded any fees already paid. Additionally, the interlock fees do not run concurrent with the interlock requirement, the interlock fees are charged for the days that the client has the interlock in their possession. The requirement being finished on 5/23 has no bearing on the charges, we were able to fulfill his request for a removal appointment within 72 hours of receiving his removal order.
Regarding the vehicle issues *** ******* is experiencing- the interlock device is not wired into anything that would cause rough handling. The only things the interlock affects is the ability for the vehicle to start using the ignition (connected to starter and ignition wires) and it uses the vehicle's battery for power.
Customer Answer
Date: 06/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21768871, and find that this resolution is satisfactory to me.

Regards,

** *******
Initial Complaint
Date:05/25/2024
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.
Earlier this month I got a quote from LifeSafer for installing and interlock device. I was told I would be charged $159.80 every month and would get a credit for my account if I made the service date as scheduled. I successfully got my interlock installed and was told I was all set for autopay until the next billing period. Checking my account for the first time, I noticed I had a recurring auto payment scheduled to go through of almost $500! I promptly called Life Safer customer support and was assured by the representative that this was incorrect and would not go through. However a few days later nearly 500 dollars was taken out of my checking account causing a major inconvenience.

I called customer support once again and they confirmed that their billing had been charging incorrectly to other customers as well. My case was going to be sent to a different department for a review. I was told a credit to my account would be added in the amount accidentally charged and I could get a mere 10 dollar credit for the inconvenience.

I reached out to life saver and asked they correct my billing to the actual price we agreed on as well as refund the money erroneously charged. As a compensation I asked for at least a month’s credit be applied to my account.

if this is not resolved I will have to ask the device be removed at the expense of Life Safer and a different company installed. Life Safer says there is no hidden fees but so far I was billed three times the amount I agreed for!

Their customer support was helpful and understanding after a long wait time but I hope this is resolved and my inconvenience compensated
Business Response
Date: 05/30/2024
We apologize for the mistake on this first month's billing. The recurring payment is set to $159.80 with the current tax rate, please note that tax rates in any individual state, county, or city can change at any time. This was a glitch in the system that populated too many of one fee.
We reached out to *** ******* this morning to discuss this and confirm we can refund to the card he paid with. (Getting confirmation first is standard procedure for any card refund.) We were unable to reach him by phone, but we left a voicemail and sent an email for him to respond. This refund has been placed as a credit to his account until we get confirmation back from him. We also extended a $50 credit for the inconvenience of having this money unavailable to him for that period.
Initial Complaint
Date:05/22/2024
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 managers will not call me back. My car has sat in a garage for 2 months waiting on an override code to get it fixed. I’ve done everything and they either say i didn’t do it or no one calls back.
Business Response
Date: 05/23/2024
All email communication between the shop and LifeSafer has been reviewed. The shop initially sent the required paperwork on 3/27 and LifeSafer opened the email to proceed with assistance on 3/28. The problem was the form the shop filled out had the repair work end date as 3/27, so it was already expired when we opened it. Each state has strict regulations when it comes to bypassing the ignition interlock device. To protect the client with their state mandated program and keep them in compliance with it, LifeSafer takes necessary steps to ensure they meet those requirements, and keeps documentation on file should your state question the bypass. If that paperwork does not match the dates that the work was being done, they won't be protected.
A LifeSafer agent called the client's repair shop on 3/28 and advised them of the issue, advised them to simply change that end date and resend it. We received the exact same paperwork again, with the expired end date on 4/1. There has been no additional emails or faxes received from the shop or *** ***** since then. On 4/29, one of our technicians in WV provided a code to *** ******* repair shop in order to test the starter but we have not heard back from the shop again since then.
Our resolutions manager will reach out to *** ***** shortly to see what else is needed.
Customer Answer
Date: 06/05/2024
Better Business Bureau:

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

Regards,

********* *****
I filed a complaint with you guys about Lifesafer interlock company and was reading through emails and noticed that one says that my case was shut down because i never said if it was resolved. It is not resolved and i would like that complaint to be open and stay open until my car is back in my possession. Thank you.

Business Response
Date: 06/05/2024
We understand *** ******* concerns and will continue to assist her and her mechanic until the repairs are done. LifeSafer has remained in contact with *** ***** and her repair shop.
For the sake of documentation, we assisted ********** repair shop on 5/30. There was an issue at that time regarding the device powering down, the shop was given directions by the LifeSafer agent, and advised to call that agent back at a direct phone line when they were ready to work on the vehicle again. *** ***** contacted Scarlett concerned that the vehicle was still at the shop and repairs not completed. Scarlett contacted the shop yesterday, 6/4, and was advised they haven't had time to work on *** ******* vehicle again since they spoke to us on 5/30 and that's why they haven't called us for another code and/or help with getting the car started.
Customer Answer
Date: 06/05/2024
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 still have no car and no resolution in sight. My punishment with Lifesafer was concluded on May 11th. The shop that my car is at is telling me that it is the blow and go keeping from car from starting. I have been with no car because of Lifesafer for 2 months now. I asked for a supervisor 6 times with no return. The woman who contacted me after i filed the complaint has no direct phone number just an email for me to contact her and I’ve asked twice for someone with a phone number above her and she has ignored that both times. This is affecting my job now. Please do something because i only have until June 6th and then i will have to start the affidavit all over again. This is just absurd that my punishment is done and nothing can be done. I can pay whatever but we need to come to an understanding that the blow and go is messing up my car so Lifesafer needs to take the machine out of my car. The Lifesafer lady told me we would get a code to bypass the whole thing last Thursday, when they contacted the shop it was a code for 7 hours and i was told nothing about that. The mechanic on the phone with the agent giving the code tried the code 3 times and each time even though it should’ve been bypassed for 7 hours it clicks back on and my whole car shuts off. I’ve been through 2 batteries so far and owe the shop 80 bucks and still have no car. LifeSafer has treated me so poorly throughout my whole 2 years with them. You can’t get the agents to send for a supervisor which i did 6 times. There is no other number on their website to call, really no other information. This has made me miss my last calibration and also my final download to get it taken out because like i said this should’ve been taken out of my car may 11th. My only next option is to contact my lawyer and move toward legal action against Lifesafer. This needs to be resolved. I need my car back.
Regards,

********* *****
Business Response
Date: 06/05/2024
As stated previously, we are waiting on the repair shop to call us to be able to assist them. The last time we called them to assist, they advised they didn't have time and would reach back out to us.
While the shop is stating the issue is the interlock device, when we last spoke with them regarding the issues, the symptoms they experienced pointed to a low vehicle battery. The shop even advised us they had a charger on the vehicle at that time and it may not have been fully charged at that time. We advised them to let it continue charging or try another charger if it wasn't charging well, then call us back. There have been no attempts to contact us for more codes to see if it would work now. So, it's not sensible that they could come to the conclusion it's a device issue without getting another code to test it.
While we admit that *** ***** was not connected to a supervisor when requested in the past, there was no clear request for a supervisor in her latest communication. Since this last rejection, we have offered to connect her to a supervisor.
It was not advised that our code would be indefinite for the mechanic. Why we needed the end date moved out further on her forms was to accommodate longer work to be able to get as many codes to the mechanic as needed. We are sorry for the misunderstanding.
We will get this resolved as quickly as we can, but at this point, we are reliant on the shop contacting us, as we have no access to the vehicle to help any other way.
Customer Answer
Date: 06/05/2024
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: 06/06/2024
I have been in contact with the relations manager at Lifesafer. I’ve asked for her supervisors number and was supposed to hear from them today and I’m still waiting. At the beginning of this i asked for a supervisor 6 times with no return. I have been dragged around by Lifesafer for 2 months now and still have no car with no resolution in sight. They called for the 7 hour code l, which i was told it would bypass the whole thing until June 6th so we didn’t have to call back. That was wrong the shop and myself were shocked when it was for 7 hours only. They tried the code 3 times and each time even though the interlock was bypassed it would kick on and my whole car shuts off. The agent told the shop to put the battery on a charger that it may be low or dead. There is no way that battery is low or dead considering it’s brand new. My last battery did the same thing and he pulled warranty on it and got me a new one. I told her that 3 times. They want to troubleshoot the device one more time so I’m stuck until ******** has time again. It’s been 2 months and it’s affecting my job and the shop is on their last nerve with this. My punishment was over with Lifesafer may 11th.
Business Response
Date: 06/10/2024
We apologize for the misunderstanding regarding the supervisor call. *** ***** was contact by a LifeSafer supervisor on Thursday, June 6th. She was given all available options available and it's up to her to move forward with one. *** ***** has the reputation manager's email address to reach out to make further arrangements.
Customer Answer
Date: 06/10/2024
Better Business Bureau:

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

The supervisor that contacted me was so nasty and rude throughout the entire conversation i ended up telling her i was moving on with legal. I called today to schedule an appointment for a new device and the one option she failed to mention is getting a final download off the machine i have now. It is up to the dmv so she did not tell me every option and i got it figured out all in my own. LifeSafer hasn’t helped one bit other than delay things.
Regards,

********* *****
Business Response
Date: 06/11/2024
The phone call with the supervisor was pulled and reviewed. The supervisor remained helpful and pleasant throughout the call until *** ***** started yelling at her. We understand she is frustrated, but many of the delays were due to her mechanic shop and that has to be taken into consideration.
*** ***** was given the only 2 available options for her. The mechanic could continue the repairs to her vehicle, they simply wouldn't be able to start her vehicle, but repairs could be done. The other option was to get the vehicle to a LifeSafer service center so the device could be exchanged for a new one that operates properly. This service would also complete the final download that's needed to proceed to the next step of removal and *** ***** ultimately took this option today.
We feel as though this complaint should be closed considering *** ***** has not provided anything for us to further resolve.
Customer Answer
Date: 06/11/2024
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.

Regards,

********* *****
Initial Complaint
Date:05/15/2024
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 April 16, 2024, I had a LifeSafer brand ignition interlock installed on my vehicle at *** ****** *** ***** * ***********. LifeSafer promotes "Same day installation or first month free." I had actually scheduled my install the day before. But as they said themselves, their online scheduling is "messed up," so when I showed up to my original appt on 4/15/24 at a different shop, I was turned away. But LifeSafer also rejected me for their "same day or first month free" offer posted on their website for no reason. Once they finally did install an interlock the next day, I was told it would take 24-48 hrs for the DMV to be notified. Two weeks passed, I contacted the DMV, and they still had no record of installation. I contacted LifeSafer multiple times over the following week, but their employees continued to assure me that everything is taken care of, it's just that the DMV is slow. Almost one month after install, LifeSafer left a voicemail saying (along the lines of), "You don't have the right interlock installed so that's why it's showing 'no interlock.' You should call us back to get that fixed." Taking absolutely no accountability for their mistake. I spoke to at least 6 LifeSafer employees before installing to make sure that this was clear: I live in **, but the interlock has to meet ********* DMV compliance first and foremost. I started and ended every single conversation with every LifeSafer employee that way (please pull customer service phone records to verify.) As experts of their own equipment, they knowingly installed equipment in my vehicle that I didn't ask for, chose to not install the equipment that I DID pay for, risked damage to (and possibly did damage) my ignition, AND charged me extra fees just for having the equipment that I didn't agree to. They are continuing to charge me after they frauded me into paying for something that I didn't ask for, and their "discounts" are a scam.
Business Response
Date: 05/17/2024
*** ******** set up her own account online with all ***** information. Travis county, ** was chosen as her monitoring authority, she gave her ***** driver's license information, and the account had ***** settings chosen (each state has their own interlock device settings. Upon listening to the call on 4/15, when she called to reset the appointment that she was turned away from that day, *** ******** never mentioned *******, only ***** was discussed. *** ******** then used the online chat on 4/19 to ask about reports going to *******, our agent sent a request to our reporting team regarding this. We then called *** ******** on 4/24 to advise we needed to switch her to an L250 device with camera and GPS, she told that agent she had already gotten it installed. We then didn't hear back from her until 5/10 when we finally confirmed with her that she didn't have the proper device for ** and needed to install it to start her requirement.
Our records show that *** ******** has only ever paid LifeSafer $64.51 up to this point and her account is paid out to 6/14. Her initial account was set up with the following rates: a $40 initial startup fee and $153.05 monthly rate after taxes. When we installed the new device, we gave her a new, cheaper fee schedule of $131.11 per month after taxes. Considering the information given to us by *** ******** was incorrect and when we initially tried to rectify it, we were given misinformation again by *** ********, we feel as though the discounted first 2 months, and her 3rd month being lower due to a credit on her account, these should be sufficient to resolve the complaint.

Customer Answer
Date: 05/18/2024
Better Business Bureau:

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

I initially scheduled my first appointment online, and was quickly informed that LifeSafer cannot fix their own online portal.
I spoke directly to a LifeSafer employee the same day, who assisted me - meaning THEY did the coordinating - for my 4/16 appt. I specifically repeated that I LIVE in *****, but am fulfilling ******* requirements.
I am requesting that every single communication - from call records to online portal messages - be searched for every single time I specified *******. And I would like a copy of every communication sent to me as well.
As far as LifeSafer contacting me to install the correct equipment in mid-April, that is incorrect. I had been contacting LifeSafer for days prior to inquire why ** still thought I’d had no interlock. I was told by a LifeSafer reporting agent that they did already send ** confirmation of an interlock install, and “the DMV is slow.” Days later, an agent called asking, “~did you have your device installed already?” At that point, no one from LifeSafer had informed me that THEY installed the wrong equipment. I was still being told that everything was fine and it was just a DMV lag.
I also just spoke with a LifeSafer reporting agent yesterday 5/15 who admitted that LifeSafer has made mistakes and are at fault. Now that there’s an official report to the BBB, they’re trying to cherry-pick their way out of fault. PLEASE pull up every communication I’ve had with them. I made it clear as day that this was for ******* since the beginning. They don’t install their equipment, they can’t fix their online scheduling, and their agents don’t know how to understand instructions. As a customer, I’m not the expert on their profession, but that shouldn’t mean they can take advantage of customers who specifically ask for certain things.

Regards,

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

Business Response
Date: 05/23/2024
We acknowledge that our portal system has issues in regards to appointments with some shops - the shops that require a verbal confirmation for installation appointments.

I have listened to the 4/16 call and reviewed a transcript of this call several times. The 4/16 call never had any mention of *******. meaning the client is misremembering this conversation. Maybe she had that conversation with another interlock company, but not ours until she called back after the install asking about reporting to *******. The only state mentioned was *****, as her home address to verify her at the beginning of the call, when discussing the appointment she was turned away from, and again when the agent confirmed the appointment in ******, **.

Per LifeSafer company policy, due to some states having regulations about releasing recorded phone conversations, I am not allowed to release any communication - chat or phone calls, unless subpoenaed.

I called *** ******** on Friday 5/17, but she was unable to speak, so we agreed that I would send her an email and she would reply with a good time to reach her. I did email her at 9:28 AM on Friday and had not heard back from her until Tuesday when I emailed her again after receiving this rejection notice. I explained again on Tuesday via email that so far, LifeSafer has only charged her $64.51 on 5/14. I have added that payment back to her LifeSafer account as a credit, essentially meaning she has paid LifeSafer $0 up to this point and is paid up to 6/14. On top of that refund, our call center placed a $35 credit on her account on 5/15, $13.68 of that is remaining after being applied to a small balance from the 5/15 invoice. I have yet to hear back from her whether this is a satisfactory offer and if not, what she feels is satisfactory to resolve this complaint.
Initial Complaint
Date:05/13/2024
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.
Have had interlock installed since Jan 5, 2022 locally, however There is no longer a service provider in my area and device had to be serviced 2 1/2 hours away. I was incarcerated for 4 months, and Have attempted to resolve account related issues and have not been successful at getting a response from the company which then lead to being referred to collections in Jan of 2024. although they accepted payment of principal, I cannot reach anyone to get a go ahead for final download and de-installation of device which I am still paying on. Website shows I have paid in full, however I cannot schedule an appointment.
Business Response
Date: 05/14/2024
This account has been reviewed and corrected. Client was deinstalled today.
Customer Answer
Date: 05/14/2024
Better Business Bureau:

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

Regards,

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

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LifeSafer is NOT a BBB Accredited Business.