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

  600 W 58th Avenue Suite F Anchorage, AK 99518

• 

  LifeSafer

  5027 List Drive Colorado Springs, CO 80919

• 

  LifeSafer

  810 South Portland Avenue Pueblo, CO 81001

• 

  LifeSafer

  4549 Tabor Street Unit D Wheat Ridge, CO 80033

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

• Initial Complaint

  Date:05/11/2024

  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.

  LifeSafer is charging me extra for Fees that where not on the original contract. I have called multiple times. They’re not honoring the original contract that was signed on 05/08/2023

  Business Response

  Date: 05/13/2024

  The fee schedule attached here is not the client's original, it's even dated 2 days prior to the actual installation date. Either way, I show we added a $30 credit to the account to cover the Closing Admin Fee to satisfy *** *****.  

• Initial Complaint

  Date:05/10/2024

  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.

  Had a device installed on 11/17/23. Got a letter from the dmv that my license was revoke cause Lifersafer wrongfully filed to the DMV that my device was removed on 12/5/23. Been going back and forth with them for months now to have them resolve the issue. Only to find out from the DMV that they have never contacted them to resolve it and now them are preventing me from getting me license back and are refusing to answer my calls and emails

  Business Response

  Date: 05/14/2024

  We recognize that obtaining & managing an interlock can be quite a confusing process and it is our goal to make that experience as easy as possible. A LifeSafer team member will be reaching out to *** *********** and we’ll try our best to resolve any remaining issues.

• Initial Complaint

  Date:05/07/2024

  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.

  I submitted a request for removal and was told by Lifesafer that I was not approved and to call Mandatory Actions Unit. I contacted the Mandatory Actions Unit and they told me that the court is requesting I have the device until May 3, 2024 and the DMV is requesting I have the device until May 4, 2024. I asked the Mandatory Actions Unit if there is anything else I need to do or paperwork I need to turn and they told me no, that I just have to wait until after May 4, 2024 to submit another request for removal form. May 6, 2024 I submitted another request for removal form and now Lifesafer is telling me that I cannot remove it until my dui program is completed which is in another 6 months, even though the Mandatory Actions Unit told me any time after May 4, 2024 I am able to request a removal.
  
  I feel like this company is just trying to drain more money out of me and I am going forward with the removal anyways and will be moving to another company if I have to. But for not the DMV and courts say I am in compliance. It's only Lifesafer saying I have to have the device installed longer.

  Business Response

  Date: 05/08/2024

  We will remove the device at any time, but we are still required to check and get dates from MAU and advise the client of the information they give us. 

  An MAU representative gave us a bit more information this morning upon getting this complaint. For privacy purposes, I'll summarize here and call *** ****** with more detail. Per MAU, *** ****** never completed some of the DMV requirements to start her interlock time. Once she does so, her 1 year restriction will start, but she will also need to complete her 18 month DUI program prior to removing the interlock.

   

• Initial Complaint

  Date:05/07/2024

  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.

  Stay away from this company!! Like others have said,their customer service is absolutely terrible!!! The system killed 2 of my batteries in my f250 n yes the alternator is fine n the batteries where brand new. The company basically told me to go fck myself that I was out of luck n that I had to eat the 500$ for my batteries. STAY AWAY FROM THEM!!!

  Business Response

  Date: 05/08/2024

  Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off. For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, a battery not used recently and/or used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly. If your alternator is not fully charging the battery when the vehicle is in use, battery problems can result. Check your vehicle user manual to determine how much amperage is being used on a baseline for your vehicle. Your authorized service provider will be able to test your battery and ensure it is capable of handling the total load. For more advice about interlocks and batteries, please read: ****************  

  Someone from the LifeSafer leadership team
  will be reaching out to you to see how we can best assist you with this going
  forward. 

   

  Business Response

  Date: 05/08/2024

  Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off. For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, a battery not used recently and/or used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly. If your alternator is not fully charging the battery when the vehicle is in use, battery problems can result. Check your vehicle user manual to determine how much amperage is being used on a baseline for your vehicle. Your authorized service provider will be able to test your battery and ensure it is capable of handling the total load. For more advice about interlocks and batteries, please read: ****************  

  Someone from the LifeSafer leadership team
  will be reaching out to you to see how we can best assist you with this going
  forward. 

   

• Initial Complaint

  Date:05/06/2024

  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.

  3-1-24 called LifeSafer looking for least expensive and quickest installed alcohol interlock unit twelve months of MVA Hearing in jointly owned explorer. My wife agreed w/LifeSafer's Blanca to use their srcs @ 1. $140.00 installation fee, 2. $92.98 for 1st 14 days of Srvc-why 14 days Blanca NO Answer, 3. $52.99 per MONTH, 4. unlimited supplies, 5. $20.00 d/load monthly MVA all this for the period of TWELVE MONTHS. Problems began at installation w/Audio Con ET AL--Dave DEMANDED they "HOLD MY CREDIT CARD" (wife not want), but i allowed just to get this over w/wife said not SAFE someone to "HOLD" your credit/debit card as they will try to charge stuff NOT AUTHORIZED, w/wife being my Power of Attorney against her advice. Blanca @ LifeSafer said 1 hour install & we could wait, Dave @ ***** *** ET AL demanded we leave vehicle for 3 hours plus. While waiting for equipment install, phone call from Tech installing system Said LifeSafer wanted a lot more money they I made available on my husband's ******* credit card from ******* *** ET AL--wife explained that was not agreement to this money he wanted, so my wife told him she'd call LifeSafer & will call him back. Wife called LifeSafer got Blanca & she said she'd adjust system prices to match prices they agreed, we have extremely fixed budget. Wife called ***** *** ET AL back told them Blanca said she'd fix pricing in system, Dave said okay-he'd called vehicle was ready. 3+hrs later got call vehicle ready. upon pick up was ONLY 4 mouth pcs & no more. Horribly UNSANITARY. We took truck in for 1st months d/load & discovered LifeSafer charging UNAUTHORIZED CREDIT CARD FEES, no add'l srcs authorized. Blanca said she'd issue monthly credits for affordability offered & $50.00 off installation & same off 14 day fees. Blanca ADDED W/O Authd Insurance. 2nd d/load NEVER gave ***** *** ET AL to charge $181.20 on **** ** Debit Card for LIFESAFER ET AL & $20,00 d/load fees. See ******* *** ltr. Blanca abuses Latinos for $$.

  Business Response

  Date: 05/06/2024

  We are reviewing *** ***** enrollment calls, invoices, etc and will reach out shortly to get this resolved.

  Customer Answer

  Date: 05/06/2024

  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 shown in the 3 attachments. 
  
  
  Regards,
  
  
  
  ******* * **** *****
  

  Business Response

  Date: 05/07/2024

  ****** ***** attached their email to me, so I will copy and paste my email response to that here:
  
  Thanks for your response and I do apologize for any misunderstanding and inconvenience.
  
  1. I didn't include the whole email address, just gave a few parts of it so you knew where I'd be sending it. 
  
  2. I listened to all of the calls and the word "monthly" was never used during the quotes on that first call or in the emails/texts sent to you. Not one single time was monthly used by you or Blanca at that time. She specifically said $92.98 for the first 14 days of service and $52.99 every 14 days after that. The word monthly was never used until you spoke to Blanca the day the install was happening, and she again said that the $92.98 and $52.99 were 14-day or biweekly pricing. Only then did she provide you with the dollar amounts if you were to pay monthly. I do apologize for your misunderstanding, but these fees were also provided by email or text after the call indicating they were on a 14-day billing cycle to avoid any confusion. Biweekly billing is standard quoting for interlock companies, we are keeping with the industry standard.
  
  3. You're mistaken here. I heard where Blanca explained that the higher rates could be due to Loss Protection Plan, but again, this is not something that is discussed during enrollments. This is to stay in line with the other interlock companies who also have you choose any optional fees at the installation appointment. This is a standard operating procedure. 
  
  4. Again, monthly was explained to you on the call on March 5th for the first time. Prior to that only biweekly charges were provided to you at the $92.98 and $52.99 rates.
  
  5. That was my lack of investigating. I didn't look at our credit card system when I advised that. Autopay automatically turned off on 4/16 because the autopay that tried to run that night was declined. When a payment is declined, an email is sent to you advising you of the declined payment, tells you to contact us to update payment info, and the card is turned off.
  
  6. The payment you made on 5/3 was run at the shop for services rendered that day and to clear the past due balance. The shop should've advised you of that and I'm sorry if they didn't. If payment wasn't made that day, the shop would've had to deny service. 
  
  7. I am going to have the contract pulled, so please bear with me a few days on this. When you said, "I NEVER ANY CONTRACT." I assume you were trying to say you never signed a contract, am I assuming correctly? 
  
  8. This is simply incorrect. You do not dictate our supplies, terms of service, nor set the rules. All of our guidelines were approved by state regulations well before you became a client of our company. The mouthpieces are thick plastic and again, are NOT disposable, they are intended to be reused and washed. We are only responsible for providing services/supplies to the contracted client. If a client chooses to share the device/vehicle with someone else and doesn't want to share/reuse, buying extra mouthpieces is the client's responsibility. Furthermore, to expect a new mouthpiece every time you drive or even every day is extremely wasteful, and we simply do not make or stock them in that quantity.
  
  9. You said, "When a person has alcohol interlock vehicle may need servicing which requires NEW NEVER USED Disposable MOUTH PIECES.  Not provided SUFFICIENT ." I'm not sure if you referring to monthly interlock service or vehicle repair service. If the former, our technicians have their own mouthpieces to use when providing service, if it's even needed. The technicians typically don't need to use the device for service. If the latter, then we have a mechanic bypass process that doesn't require the mechanic to use the device at all. However, if insisting that the mechanic take tests, we would then provide extra mouthpieces for that specific situation.
  
  10.I did read the entire complaint. As I stated, I didn't intend to address every point in the email, as a phone call would be easier to discuss certain points that are bit more in depth and can't be conveyed as well through an email. If the contact indicates that you wanted to decline LPP, I will be happy to refund any of those fees already paid. I did turn of the Loss Protection Plan to prevent future fees from populating for this option that you do not want. The contract explicitly states that when you provide an email address, we are authorized to charge it as fees are incurred. 
  
  11. This is not true and defamatory, so please choose your words carefully. Additionally, Blanca is Latina herself, so I strongly believe this is not true. Again, Blanca has never touched your invoices or has no way to charge your card. You're simply asserting things to be true when you have no knowledge of our system to know this is not possible. 
  
  We do not accept payment by any method other than cards, this is in the contract as well. You will not find an interlock company that will accept payment by any other method. It has to be done this way because we have thousands of service centers across the country, so it's not feasible for our shops to collect fees any other way as that would require access to a bank account to deposit these funds.
  
  Please know that we are not in the business of being deceitful or taking more money than necessary. I truly want to resolve this, but you are making assertations on many points that you are not knowledgeable about. I've been with the company over 11 years and very knowledgeable on most interlock aspects and am more than willing to resolve this, but you must realize where your knowledge ends and don't assume you know things. Please let me help you.
  
  I will get back to you as soon as I have your contract to further assist on things that pertain to that. 
  
  --------------------END OF EMAIL--------------------
  

  A few points mentioned in the original complaint not addressed in my BBB response or email to ** *** **** *****:
  -They said Blanca quoted them $140 for installation fees, this is not true. I listened to the call and they were quoted $190 every time the installation labor fee came up. The dollar amount $140 was never stated at any point.
  -They claim unlimited supplies. This is not mentioned in the call nor the contract anywhere. 
  -They claim Blanca quoted them 1 hour for installation. Again, I listened to all the calls and a timeframe was never mentioned. We wouldn't quote one hour for installation, as basic installation starts at 2 hours and go up from there depending on various factors.
  -The fees being requested at the shop for LifeSafer fees was because the client never put a card on file to be charged biweekly via autopay. If autopay is not on, fees for all the days being added to the client's device at the appointment is due at the time of service. So, the shop was being given the total for startup fees and the first 30 days of service. 
  -As explained in my email above 4 mouthpieces is more than enough. Our only obligation is to our client, *** *****, if he chooses to have other drivers that want their own mouthpieces, he can buy those. 4 mouthpieces is plenty, as they are meant to be reusable, not disposable. They are durable enough to go through a dishwasher and we recommend cleaning that way or by hand. 4 is enough to have 2 in the vehicle and 2 being washed at any given time. ** *** *** ***** have been advised they are responsible for cleaning and reusing the mouthpieces they were provided. We can also provide a few more at his next appointment and/or if repair work needs to be done and the mechanic needs a mouthpiece, but no more than a few will be provided at a time.  
  -The client's autopay ran every 14 days starting on the day of installation, 3/5 through 4/2 successfully. The next autopay that was due to run on 4/16 was declined. When a payment is declined, an email is sent to the client advising of this, directing them to call us to add a payment method, and advising the card is deactivated. If a client does not opt into autopay, or in this case, autopay is turned off, the client will be charged for all the days being added to the device at the service appointment, along with any past due fees that may have incurred since the last autopayment. Since the 4/16 autopay couldn't run, at the 5/3 appointment, the client owed for all fees from 4/16 to 5/3, plus the 30 days being added to the device at this time. Per the client's contract, we are authorized to collect fees on the card that is provided to us or the technician at the appointment. 
  
  Since sending this email yesterday, we have received the paperwork from the shop that *** ***** signed at the installation appointment. These documents show that the fees we quoted and are charging are what was agreed to at installation. These documents also show that *** ***** opted in to the Loss Protection Plan, which they have asserted in the original complaint and emails that they did not authorize. As explained in my email, the Loss Protection Plan is never quoted during enrollment, as it is an optional fee and is chosen on the installation contracts. Once again, Blanca did not add this fee, it is chosen at installation and removed as a charged at that time, if declined. 
  
  I will be forwarding the contracts and installation paperwork to ** *** **** *****' email address at this time. 

• Initial Complaint

  Date:04/30/2024

  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.

  In march I had received a letter in the mail from lifesaver after receiving an owi. It was a coupon stating a free installation and 50$ off the first month. I needed the device to get my license reinstated and so I set up the appointment. I then find out the coupon was a “expired” from what they told me after the appointment was made and they were ready to charge me 175$ for the install. I asked why they would send me an expired coupon and was told it was a mistake. I received three more “mistake coupons” after that one. I went ahead with the install and was told it would cost me 50$ per month by the customer rep who helped me through lifesaver. That too was a lie and was charged 122$ to my account. I then was told that the 50$ was a biweekly amount. Now it’s April 30th and I’m 11 days from a calibration and the service and lockout lights are flashing. I call because I know there is a mistake and I’m told that it’s not the device, that I set it off somehow and I have 5 days to either get a new one at full cost or drive out to their main office to pay for them to service it there. This whole situation as been a scam from the beginning. They take advantage of people in poor situations with their lies and cheating.

  Business Response

  Date: 04/30/2024

  We have listened to that initial enrollment call between *** ****** and LifeSafer. He did mention the free installation coupon during enrollment, he did not mention $50 off. The agent told him that this free installation offer doesn't cover the $170 shop labor fee, but waives the LifeSafer installation and initial administrative fees and that he would be getting $25 off his first month, which she ended up giving him $35 off. These coupons typically say that the free installation offer does not cover any shop labor fees. 

  *** ****** was advised in this enrollment call that his payments would be $50.99 every 2 weeks, not every month. We are sorry for any misunderstanding, but if he refers back to the text or email the enrolling agent sent him, he can confirm this. His first biweekly (14-day) autopayment did withdraw $53.35 from his card on 3/7 - this is the $50.99, minus the discount, plus the Loss Protection Plan and any pertinent local, county, and state taxes. This paid his account out to 3/21. On 3/8, *** ****** called in asking about his billing. He decided to change his autopay interval from 14 to 30 days, so when the autopay ran on 3/21, it charged him for the next 30 days at $122.87. The reporting fees are charged every 60 days, so the next 30-day payment will be $136.63.

  The device does seem to be in recall mode according to *** ******** description of lights flashing on the device. There is nothing we can do at LifeSafer to cause the device to go into recall. When installed, the device is loaded with the client's state's regulated settings. If a violation, as deemed by state regulations occur, the device must go into recall mode. The most common causes for this are missing a test,  failing a test, or a dead/ow battery. Each state has an allotted amount of time to take a retest (that is a test after the engine has been started) before a violation is recorded. This is to prevent a participant from having someone take a tests to start the car, then they drive off drunk. Client often disregard this rule and leave their car running while they go inside their house or a store. Fails can be caused by any ethanol-containing substance in the air, on the hands, or on the breath of the client/client's vehicle. If the recall is not due to a violation, but a device issue, the reset fees will be refunded to  *** ******, but we have no way of knowing what caused the recall until the device is received back and/or downloaded.

  Our Executive Resolutions Manager will be reaching out to *** ****** to resolve this. 

• Initial Complaint

  Date:04/29/2024

  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.

  I have lifesaver interlock device. I have problems with the device draining my battery and other issues with my vehicle due to their faulty device I received a violation code last night I been on the phone calling them from 9 am till 8 pm on two different phones to see if someone would answer no answer at all I’m due to come off May 23rd now that it seems my time is almost up they want to give me a violation this place is a scam and I plan on getting a attorney involved tomorrow as they are not professional at all

  Business Response

  Date: 04/30/2024

  Car battery drain, sometimes referred to as “parasitic drain” occurs when electronic devices connected to a car battery draw small amounts of power while the vehicle is off. This can occur in many ways such as a door left ajar, a light left on, or temperature fluctuations. All interlock devices must draw some power at all times to ensure it isn't being disconnected from your vehicle, per state regulations. However, this draw is very small, similar to the amount of power your battery uses to save your preset radio stations. 

  The device functions according to the requiring state's regulations, the settings are not dictated by LifeSafer. If the device is in recall it is most likely because a violation was recorded, possibly a power disconnection, due to a low, dying, or dead battery based on *** ****** complaint. 

  We do apologize for the long wait times, we're doing our best to combat the uphill battle of call center staffing. Please know that we have implemented an online chat option to help with long wait times. 

  The LifeSafer Executive Resolutions Manager will be reaching out to *** ****** to assist in resolving this complaint. 

• Initial Complaint

  Date:04/25/2024

  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 had my car in the repair shop for over 6 months. The car shop had an affidavit with lifesaver to work on my car. I got the car with everything disconnected. I have been calling them for 3 weeks straight to get the interlock fixed. No calls or response back. They failed to notify me about me still being charged and said they mailed me. There is no mail that was sent to my physical address or documented by usps to me. They said I owe over $1000. I even got a ticket for “interception of interlock” of their neglect of refusing to answer me. I just want to switch to a different company but they won’t even answer for me to able to do that.

  Business Response

  Date: 04/26/2024

  Our records show we have received no incoming calls from *** ******* phone number from October of 2023 until April 15, 2024. *** ***** signed contracts at the beginning of her term with us that she would be responsible for all fees as long as she had our device. Additionally, it is a reasonable assumption that a consumer will be charged lease fees for leased property as long as it is in that consumer's possession and unable to be leased to another consumer.

  Attached is the Terms and Conditions paperwork presented to *** ***** at her installation appointment. Section 2 has the terms highlighted indicating the fees being discussed here. 

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I have updated my information with them several times and called with no response/returned calls.
  
  
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 04/30/2024

  We have reduced the amount owed to help *** ***** and set up a payment plan. Her device was reinstalled yesterday and she made her first payment toward that past due balance.

  Customer Answer

  Date: 05/06/2024

  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. They installed a device for my car but still have not gave me a new lease agreement. Has been over a week and I can’t drive anywhere.
  
  
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 05/06/2024

  We apologized to *** ***** for the delay, but the device was without service for about 6 months. It isn't out of the ordinary for paperwork being submitted to DOR may take 5-10 business days for processing. We never promised to *** ***** that it would be a shorter process. We even corrected incorrect paperwork that *** ***** sent us to try to move this process along. The DOR has all the correct paperwork and it's up to them on how long the processing will go from here. 

  Customer Answer

  Date: 05/10/2024

  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:04/24/2024

  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.

  If I could give negative stars on my experience with this company , I would. I get the obligation of the device and its restrictions as an inconvenience for which they were rendered. That being said, all the other customer service care and communications are absolutely atrocious. I’ve been in customer service over 10 years and this company is hard to get a hold of and then when you think you’ve resolved something you hit with a completely different answer than the one before even if you ask them to notate the account it’s like speaking with them all over again for the first time and nothing was actually resolved.
  
  I’ve been charged lockout fees for my vehicle being in the shop and even went through all the proper channels to prevent this by obtaining a mechanic affidavit and calling and communicating my concerns several time just to be charged without approval for the very concern I continuously addressed just to be told the agent notated it and a supervisor won’t review this.
  
  This is not acceptable, when working hard to get back on your feet and do the right thing just to be countered by the system and the company that only collects payments and provides misinformation furthering the hardships for those already struggling.
  
  I really wish this company would be held to higher standards especially considering these customers are having to deal with court ordered obligations where they wind up falling back into the system because of traps like this partnership.

  Business Response

  Date: 04/26/2024

  We apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, patience is appreciated. 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 6:00 PM Eastern Time.

  Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:04/22/2024

  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.

  STAY AWAY!!! WHERE DO I BEGIN?!
  From the lying agents to the predicament I am in because of a mechanic affidavit!!
  
  My vehicle has been in the mechanics parking lot for a WEEK!! My vehicle after getting an oil chg & battery check on 4/12 was great. Batter was at 13V, you need 12V for interlock.
  
  Come Saturday 4/13 coming down the mtn back to Denver my battery light flashed and steering wheel locked up! We went up there the day before to celebrate my daughter turning 6! The 3 of us in the car could have been deceased! The most scariest situation! The interlock either drained my battery or alternator. The lights turn off after we veer off for a bit.
  
  Next day 5/14 service and lockout are flashing and battery light is back on! I call Lifesaver after an hour hold and I get 0 help. Expect to see a technician 3p the next day, Monday.
  
  Monday 4/15 head to college classes and out the driveway steering wheel locks up AGAIN!! I park and go crazy. On hold with Lifesafer for 2 HOURS and no one answers.
  
  I call a mechanic make an appt to have car towed in Wed 4/17! My car has been in their parking lot because it locked out & the mechanic had to go through hoops and yoyos just to get their RIDICULOUS AFFIDAVIT right! On Saturday THEIR AGENT stated, “first thing Monday morning someone will be giving the mechanic a call to instruct them how to bypass the interlock”. Here we are 12p Monday and Lifesaver HAS NOT SENT THE CODE TO THE MECHANIC WHO HAS BEEN OPEN FOR 4 HOURS!!! Your device could HAVE KILLED US! Agents are lying saying they’ll call back with a reason the mechanic hasn’t been called. That was 2 hours AGO!!
  I am contacting an ATTORNEY TODAY MARK MY WORDS. I also record everything because I learned the hard way. This is going to be a bad lawsuit and I can GUARANTEE I am NOT THE ONLY ONE who this has happened to. OH, I’ve spent $400 in rentals and after I pay the mechanic, I have to sit & wait for another code because I’ll still be LOCKED OUT for nothing!!!
  
  
  Monday

  Business Response

  Date: 04/23/2024

  Thank you for taking the time to bring this to our attention. You are important to us and we sincerely want to ensure you get the assistance you need when you call our Customer Support Center. Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  
  
  someone reached out to me and explained a few things. She listened to me and let me know what was going on. I feel much better. At the time the situation was frustrating for what I had to deal with. The affidavit is there for my protection incase someone happens to the vehicle while being worked on. The mechanic made a few errors in getting it sent over and it ate up time. I appreciate Lifesafers prompt response in the manner. 
  
  
  
  Regards,
  
  
  
  ******* *