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

286 total complaints in the last 3 years.
121 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:01/19/2024
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.
This business, life safer, would not provide me details on anything when asked and stone walled me when asking any questions as to why. The 3rd party mechanic was an absolute star and am about to give him a glowing review.

However, Amanda at Life Safer was an absolute pain. I tried to explain to her that my car did not move and had about 12inches of snow on the windows and no tire tracks behind the car proving I did not go anywhere. I also told her that the only reason I was even warming up the car was to keep the battery charged to prevent a false positive if the battery dies. I was able to record the chat and I was able to record a video from me leaving the house, clearing off the snow, and making it all the way down to the 3rd party mechanic. I told her this is basically robbery and she did not seem to care that I was accusing her business as such.

I will be uploading the video and chat session to youtube for other customers to see.
Business Response
Date: 01/22/2024
We appreciate the feedback and understand these concerns. At LifeSafer, our employees continuously test our units to understand our consumer's experience. 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. Client are responsible for knowing and adhering to their state's regulations regarding the interlock device. We do not determine these regulations or the violations associated with them, we just ensure that our device meets those regulations. We cannot keep the device from needing service if a violation occurs. We also cannot provide service without payment at the time of that service, as clearly stated in our contract. However, we did offer to review and help once the data was downloaded to see if we could help with those fees. I'm sure, as *** ******** knows now, we did waive that fee as a first-time occurence courtesy.

As far as *** ******** claiming we, "would not provide me details on anything when asked and stone walled me when asking any questions as to why." I'm not sure what this is referring to as I don't see any questions that requested information or details that weren't answered. He did ask if he would be shown the pictures at the shop, and he was advised he wouldn't, as that doesn't adhere to policies or regulations. We are happy to provide more information as allowed by state regulations. This can be done by speaking to our reporting department now that the information from the device has been downloaded.

*** ******** requested as a resolution, "Explanation of charges." The invoice for the service, where we charged and also refunded the reset fee has been emailed to him. Anytime a client incurs a violation as determined by state regulations, the interlock companies are required to provide that service, which we did. The interlock companies have the right to charge for the services provided, which we did. Please keep in mind that interlock companies are businesses, not government entities.
Customer Answer
Date: 01/22/2024
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:01/16/2024
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.
Where do I even began. I had to have this device installed for 3 months starting in October of 2023. They told me it would be $52 every 2 weeks but instead they've charged me $68 every 2 weeks and I never even complained. Then when it was time for my final download they charged me for the entire month and told me there was nothing they could do about it because they dont refund for unused days although it was their mistake. Well today was the worst. I was scheduled for a deinstall. I have a credit that was supposed to be applied to my deinstall but the mechanic I was scheduled with said that he did not see anything in the system then outright refused to do the deinstall once lifesafer contacted him. They then told me to go to another mechanic that was futher than I desired to go but I went. I stayed there for 2 hours only for them to also deny servicing me although the lifesafer rep said that everything was all set and good to go. I then was told to go to another mechanic in Iselin. Although when I had spoken to Lauren from lifesafer earlier she told me that that particular mechanic did not do deinstalls. I informed the rep that was scheduling my appointment about this but she said that she had spoken to the mechanic and everything was good to go. I had to drop my car off at 5:30pm and I have to get it in the morning. Thank God that it is finally going to be taken care of but I was completely inconvenienced today. From 11am until 5:30pm I was running around to different mechanics that they sent me to and getting no results. I took the day off from work to get this taken care of and was not able to do so today. At this point the deinstall should be compensated.
Business Response
Date: 01/17/2024
We appreciate being provided with this feedback and are sorry this process was more complicated than usual. We have escalated the concerns about our LifeSafer service locations for our Field Management to look into. We have cleared the balance on the account due to the inconvenience experienced.
Customer Answer
Date: 01/23/2024
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:01/11/2024
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.
This company was hired to install a device into my vehicle by their chosen professional. I was given an old used barely working Breathalyzer that worked "ok" for about 6 months, this past week it failed me for absolutely no reason the device was faulty and had a software issue. I called the company and asked what to do as my car wouldn't start at all and i was parked in a business parking lot. At this time, I was informed that I must have my car towed to the professional of their choice and if I was not at fault for the failing device, they would reimburse the tow fee. I did and once the problem had been resolved the professional of their choice made very clear that the company was at fault and that he would relay that information to them. A week later this company who owes the $250 for the tow fee is now refusing to reimburse me the money that they had promised claiming that my battery was low. not true!! As I have not replaced the battery or the alternator and the brand-new device "not used" as the old one was, is working perfectly! I have changed nothing with the vehicle except for their device. This is a clear act of taking advantage of the customer that has no choice but to deal and is in fact absolutely a disgusting abuse of power.
Business Response
Date: 01/12/2024
As *** ******** was advised yesterday, although we initially denied the reimbursement request we are investigating the situation further and getting out technician experts involved to do a thorough review. Our complaints and reviews manager contacted *** ******** via phone yesterday, sent an email, and remains available to *** ******** during this investigation.
Customer Answer
Date: 01/18/2024
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.

Regards,

***** ********
Customer Answer
Date: 01/18/2024
The company has contacted me directly and stated that they would be reimbursing as they promised. The only reason that the previous message was rejected is because it did not state clearly that the company would be making the appropriate changes to reimburse me for the tow bill. If they're following response explicitly outlines that they will be reimbursing me $250 as agreed upon then I will be happy to accept the resolution as soon as the money arrives
Business Response
Date: 01/18/2024
As *** ******** was advised, the request for $250 tow reimbursement was approved. The check request was submitted on 1/12/24 and the check was created yesterday, This check will be mailed to *** ******** this week.
Customer Answer
Date: 01/26/2024
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:12/26/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer with Lifesaver since 11/1/2022 and dealing with this company has been hell, the service/calibration technician I use has been good but he is a third party.

I am on hold with them for a ridiculous amount of time Everytime I need them, I have been on hold currently for 23 minutes. This is a huge waste of your customers time and I believe you are taking advantage of us because you know that we have little choice and are forced to use this horrible company.
Lifesaver needs to hire more customer service representatives
Business Response
Date: 12/28/2023
Thank you for taking the time to bring this to our attention; we are looking into this matter and reviewing your account. A LifeSafer Executive Resolutions Manager will contact you to assist in this matter.
Initial Complaint
Date:12/21/2023
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 my first iid complaint day I do not have the date right now I was charged way more than normal on my next appointment was 12-17 there was no one there to calibrate my device at master carts in omro then I came in the day after to pay my bill of 231.70 my bill turned into 311.7 then I had to then my calibration date went to 12-24 and should have been 30 days from 12-17 so they wanted another 46 dollars witch I came in today 12/21 and paid now they want another 78.75 I told them I refuse to pay on the 17th I was supposed to have my handle checked out for malfunction too because it throws a code 558 (bad pump) and code 41 I'm not sure what code 41 is o was told I would not be charged any fee of my handle was malfunctioning I npw have 100s into this and they are still shutting down the vehicle 12/24 so i told them on the phone today that i will be taking the vehicle to my mechanic and having the device removed and she did not have any issues with this this phone call yook place around 2pm-3:40pm 12-21-23
Business Response
Date: 12/28/2023
Thank you for taking the time to bring this to our attention; we are looking into this matter and reviewing your account. A LifeSafer Executive Resolutions Manager will contact you to help assist you.
Initial Complaint
Date:12/19/2023
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.
Client #: 1*********1

On 12/14/2023, I authorized one-time payment for $120.58 via chat board assistance on LifeSafer website. My account dashboard on company's website did not allow me to make payment and had to acquire service agent assistance. Service Agent advised I need to add payment card on website, which I never had issues before. I followed instructions and Agent processed one-time payment

On 12/18/2023, I received notice from my bank of my rent check bounced due to unauthorized additional payments of $250.35 to LifeSafer. I spoke to Ashlee H***** via chat board for assistance. She denied assistance or refund. Asked to speak with supervisor and Ms. H***** stated I will receive phone call. I received no call back.

On 12/19/2023, I called again to speak with supervisor. Requested help via chat board to Vivian J******* Ms. ******* stated Supervisor denied refund. I still requested to speak with supervisor. Ryan (Last: UNK), last name did not disclosed, stated because there was still a balance due they have the right to charge amounts. I stated that I did not authorize additional payments, especially within same week. **** continued to harass my situation and make threats of payments company's right to charge amounts., even though I discussed my bankruptcy filed and protection as I am trying to make monthly payments and catchup any dues. I asked for official response via writing to my attention. Ryan stated she will get that out by end of day 12/19/23.
Business Response
Date: 12/21/2023
Mr. ****** first had an unpaid balance on 6/26/23 that fluctuated a bit until 8/25/23 when it began to increase. We attempted to establish a payment plan with Mr. ****** on 12/12. We determined this was a reasonable payment plan because it only required that he pay an additional $29.42 on top of his current monthly fees moving forward. Mr. ****** refused this payment plan and offered no alternative. Mr. . ****** added a debit/credit card to his account on 12/12, we then ran this card for the total past due amount on 12/18. This payment was authorized per the contract he entered into with LifeSafer on 7/7/2022.
Here is the wording from our contract regarding debit/credit card payments:
11. PAYMENT CARD AUTHORIZATION AND AGREEMENT (“AUTHORIZATION”):
If the Client has provided a credit card or debit card for which the Client is an authorized user (“Card”) to the Service Provider, then the Client hereby authorizes the Service Provider to keep the Card on file. The Service Provider may use the Card, without further notice to the Client, to make an immediate debit to the Client's bank account, or charge to the Client's credit card account, for the following:
• The full amount of recurring and one-time fees and charges accrued and payable by the Client due to the Client's participation in the Program, which Client has not otherwise timely paid under this Agreement. This includes, but is not limited to, the recurring and one-time fees and charges payable as described in this Agreement (such as Installation Fee; Monitor Fee; Scheduling Fee; Loss Protection Plan; Early Contract Termination Fee; Missed Appointment Fee; Appearance Fee; Taxes; Enforcement Costs);
• If the Client opts out of the Loss Protection Plan described in these Terms and Conditions, or if the Loss Protection
• Plan is not available to the Client; the full amount of loss or damage to the System, up to the amount indicated in the attached Fee Schedule;
• If the Client does not return the System as described in these Terms and Conditions, the full amount indicated in the attached Fee Schedule for a complete loss of the System;
• To the extent allowed under applicable law, a surcharge calculated as a percentage of the amount of the applicable payment, for all payments made by credit card instead of debit card, and;
• Any other amount due by the Client under this Agreement, including, without limitation, any charges on Client’s account that are unpaid upon termination of this Agreement.
Business Response
Date: 01/19/2024
Mr. ****** said he received the contract and has nothing further to comment. He states, "Pending resolution from BBB." I believe he is misunderstanding BBB's role here, that BBB will offfer some sort of mediation or propose a resolution, when they do not.
LifeSafer has nothing further to add.
Since neither party has additional information or comments, we ask that this complaint be closed at this time.
Customer Answer
Date: 01/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I request complaint be posted for future customers' understanding of Lifesafer's policies.
Pending confirmation w/BBB.

Regards,

****** ******
Initial Complaint
Date:12/18/2023
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 signed on to life safer when I needed to install an ignition interlock device for my vehicle. Within a month of signing with this company the device has malfunctioned 3 times, one of the times leaving me stranded in my car in a dangerous place for a total of 12 hours. I have been unable to contact anyone in the company in any way, shape, or form to try to remedy the current and ongoing issue with the device. It tells me to continuously blow as if it is not reading that i am doing this and this goes on for hours and my vehicle will not start. The mechanic that installed the device as well as many other mechanics I have tried have told me they are powerless to do anything until i get in touch with the company which I have done in every way possible to no avail.
Business Response
Date: 12/18/2023
We appreciate the feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. Please know that we now have an online chat option. Click the "CHAT WITH ASERVICE AGENT" button at https*******************************/ 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.
Initial Complaint
Date:12/13/2023
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 was required to have a lifesafer device installed on my vehicle in Oct 2022, I did and have had it calibrated and paid fees up until 10-15-23. That was my last callibration and should have been a final download. I contacted lifesafer via chat that evening and they set up an appointment for the next day to get the final download. I was told, once we hear fron the state to contact them and set up an appointment to remove the device. I have not driven this vehicle since that date because the alternator needs to be replaced and was told I would have to have it 30 more days if I tampered with it. So I have left it sitting. I have called lifesafer every week since and everytime they say they need to send me over to a different department, where I get a voicemail that says they will contact me in two business days. NOONe has called me, no email, no nothing. I got a letter from the state saying I was cleared as of 11-13-23. I called interlock today...again, they send me over to the other department and I sat on hold for 1.5 hours then it ask me to do a survey...i never talked to anyone. I contacted the installer and he called them and was told I hung up on them. He too says this is rediculous!!! So I chatted with Life safe and was told they were unable to recover the full download and I will have to take it back in to get another final download and I am in noncompliance because I have not had it serviced sice 10-15-23. Meaning they want another 2 months of fees..What I did was wrong and I have learned my lesson and fulfilled my obligations. I just want to be able to drive my vehicle again!!! I should not have to pay an attorney to get this rectified. I have attached the letter from the sate and part of the chat before they disconnected me!!!
Business Response
Date: 12/14/2023
We do apologize for any delays regarding removal, however loss of date is very uncommon for us and Tennessee is very strict, which makes for an unfortunate set of circumstances. Our reporting department works closely with the state and has been communicating with them as necessary. We are looking into this again and will contact Mr. ******** shortly to get this resolved.
Business Response
Date: 12/15/2023
We reached out to Mr. ******** a couple of times today by phone and email. The issues regarding the final download and certification were out of our hands and we worked closed with the state to get it resolved as quickly as possible. I advised Mr. ******** by voicemail and email that he is clear for removal as of now. Additionally, we offered a free deinstall service for the inconvenience due to the delay. We have yet to hear back from Mr ******** regarding this.
Customer Answer
Date: 12/22/2023
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:12/12/2023
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 company is absolutely deplorable. I got my interlock device installed on my car 12/11/2023 - its 12/12/2023 when I am writing this. I attempted their machine over 100 times, waited out in the cold for 3 hours, and was unable to drive my car out of the shop. This machine works as a hum/blow technique, which is literally designed for failure. This company is collecting over $100,000 a week just off of violations alone. I have a lower octave voice range and was actually screaming into this machine just to get it to work. I tried the whooo's, I tried the doo's and the zoo's - none of these worked for me. I had two panic attacks due to this whole ordeal, and to make matters worse - this rip off of a company is trying to charge me $400 for a device that didnt work!!!! Just to get it out of my car so I can have a better device installed. I have contacted my attorney, and the secretary of state BAIID division over this issue. I am disgusted, annoyed, and now out of $575. DO NOT USE THIS COMPANY YOU WILL REGRET IT!!!!!!! IT IS A TOTAL RIP OFF, SAVE YOURSELF THE MONEY AND GO TO INTOXALOCK.
Business Response
Date: 12/13/2023
We appreciate the feedback and understand the concerns. All Ignition Interlock Device (IID) settings are dictated by state regulations. Our IID requires a hum because the device knows the difference between a puff of air and a person’s hum through “voice-tone monitoring.” It is this technology that prevents anyone from trying to start or operate a car when using a fake sample of air. We don't have the power to remove this requirement as it's a state and/or NHTSA requirement. The range that the hum-and-blow interlock devices accept is quite large, but we do understand that there is a learning curve and typically waive fees in these cases.
Unfortunately, all interlock companies do collect fees for violations. We wish that no one ever got violations, but that's simply not the case. Interlock companies don't have the power to change what a violation is and that it requires early service, that's decided by state regulations. However, all interlock companies collect fees when the device has to be serviced due to these violations. These violations are not caused by the interlock companies and we cannot provide services for free.
A LifeSafer executive management member is looking into your situation closer to find a solution and will be in contact.
Initial Complaint
Date:12/06/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased there service on 11/06/2023 and was told my payments would be 72$ a month and my calibration would be for every other month just got billed for a calibration on 12/06/2023 a month later went to get calibration and they told me I can not receive the calibration I must call the company,note that my lock out date is 12/11/2023 and also they charge me 130$ for one month that wasn’t part of the initial agreement stayed on the phone hours trying to resolve the situation after be being transferred over 5 times, finally I get ahold of someone now I just want to remove this device and go about my business and now they hit me with another outrageous hidden fee for early cancellation
Business Response
Date: 12/07/2023
We listened to the enrollment phone call and *** **** was quoted $76 for monthly fees, but I see that special rate adjustment did not get applied to the account. We apologize for this mistake and will correct it immediately. Someone from our Executive Resolutions Team will be reaching out to you shortly to discuss this.
Customer Answer
Date: 12/08/2023
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.