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:12/05/2023

  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.

  My husband and I were both customer of Lifesafer in ****. While we were both customers we experienced the same issues. In the morning our individual devices in separate vehicles would allow us to start the vehicles. Going down the road it would read false readings of alcohol on breath. My husband got locked out one morning. Which required an $80 replacement. I had my device removed in accordance to **** Law, I no longer needed it. Husband had another issue, same thing middle of the day and got stranded at a gas station. He was lied to multiple times about getting a new device sent so he couldn’t drive. Again, $80 replacement. Got a new device, faulty, but different situation. The device would power on and off and IF you could get to the point of breathing in to the device it wouldn’t read the sample. Stranded again. Contacted the company again, they sent a new device that worked just fine. But they are now leaving us no choice but to remove. Decided to go to a different company which they then charged $160.50 plus closing fee of 29.99 for removal. Now we have to pay $200 to go with another company. The company takes so long to get a hold of, extremely rude, they lie, hours of no answers. They take no accountability. Made us pay for a service that forced us to spend money on a product that was faulty. Not once, but 3 times. It was mentally exhausting and the most horrible experience I have ever had with a company. They take advantage of people in a situation where people need to drive with their device imstalled and keep charging you for something that you can’t control and leaves you stranded.

  Business Response

  Date: 12/07/2023

  We always hate to hear of an unsatisfied client and apologize for our long wait times. Unfortunately, it's a struggle many call centers are facing currently.
  
  Our records show that the account was past due as of the very first payment due on 8/4/23, this caused issues when the client called in October to get their first device mailed. The delay that was caused by this certainly wasn't intentional, but we are sorry that it happened. Despite this delay, there were no days that the vehicle/device were unusable at this point. This reset was not a device malfunction, the device had alcohol in its presence and was detecting that. The client called in stating that they had been stuck at a gas station, so it's possible if the client wasn't diligent about keeping the vehicle doors closed and keeping the heat/air conditioning turned off while near the pumps that the gas fumes caused the fails. Either way, the device went from passing to failing and back to passing without a calibration. This means that it was not a device malfunction, as the device has no way to fix itself. If the device goes from failing back to passing, this simply means the alcohol contaminant was removed from the device's environment. This is a client-driven recall and is a valid reset charge, despite that, we refunded that fee back to the account the same day it was charged. Invoices have been attached proving that. 
  
  Then, the client had fail issues twice in October. The second occurrence caused the device to need service or swapped out early. Again, the sending of a new device was delayed due to the client's autopay declining on 10/8, resulting in a past due balance. Our autopay system sends an email when a payment is declined, so the client can take care of it immediately, and this courtesy email advises them to do that - contact us to take care of it as soon as possible. The first agent the client spoke to did not realize the account was past due, which caused a delay in sending this device. In turn, we refunded the fee for this reset occurrence to help compensate for the days the device/vehicle were unusable. 

  The second recall is undetermined as it takes several weeks to receive it and download. At this point the two devices that were sent back most recently haven't yet been received. Either way, we did not charge for this reset device.

  The client was dissatisfied with our service and we are truly sorry they feel this way. We did charge the client for removal of the device as we did provide this service and our technicians deserve to be paid for their labor. Based on our contract with the client, we are entitled to charge an Early Contract Termination Fee since they did break the contract, however we waived that fee. Based on the October refunded reset fee, waived December reset fee, and the waiver of the Contract Termination Fee, we believe we have done our best to rectify the client's dissatisfaction and will not be extending any further refunds. 

  
  

  Customer Answer

  Date: 12/07/2023

  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 am going to reply by saying, we both had a device device from this company at the same time in our individual vehicles. Both of them would malfunction in the early mornings, let you start the vehicle and go down the road and then start failing breath tests. There is a problem with the function of these devices. We keep our debit cards frozen so companies like this, cannot just take money from us because they feel like it. We have no problem paying for a service that works. I understand that companies struggle with phone times, I have been in customer service for well over a decade and have empathy for that. However, this is completely obsurd. hours and hours on the phone and chats, all different answers. Stuck at a gas station, COMPLETELY stranded. Different prices and answers from all different employees. ***** wasn’t charged for her removal, but I was forced to pay and to remove the device. A lovely note made on the box from the device stated “Make your appointment for removal” - Thanks, no resolution and no choice. 

  Business Response

  Date: 12/07/2023

  Again, the device would have no way to correct itself if it were to "fall out of calibration". This means if it malfunctioned and started reading fails, it would continue to read fails until calibrated or switched out.

  The devices can fail at any time of day, as long as an alcohol source is presented to it. Maybe ***** and ******* are using/consuming the same products that are causing the fails. While both of ********* fail incidents over the last few months were in the morning, ***** had fails in the afternoon as well as the morning. Furthermore, when ******* had this device back in 2015/2016, he had fails at several different times of day.

  Regarding the charges for removal of the device. All clients are supposed to be charged and pay for removal of the device. It seems as though the service center failed to charge and collect removal fees for ******* service, as they were supposed to.

  Regarding the note sent with the last device, the client/his wife had refused to pay for another month of service and said they wanted the device removed, so we simply complied with their request.

  We did reach out to the ***** via phone and email to try to resolve this complaint and have not heard back.

  Customer Answer

  Date: 12/07/2023

  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,
  
  
  
  ******* & ***** *****

  Again, I do not accept this. Your facts are not straight. We did not consume any alcohol at all. We use alcohol free mouth wash, we don’t use perfume/cologne, we both have entirely different routines. That being said, the last device that was faulty, had nothing to do with alcohol. It would power on/off and not even register the test. Furthermore, after removal, the vehicle now runs great and check engine light has come off. Also, I was yelled at on the phone and told if you’re not happy with us get it removed! Screamed at basically. Hours of time, money. Also, when the device was first put in we started having mechanical issues, which I don’t even know where to begin with that. Horrible customer service, no one is on the same page. Until contacting the BBB I have never once gotten a response so quickly. Since getting on this site, yesterday, I have discovered you have done this same thing to 100’s of people, not saying they are all accurate, but in this case it is. I want the company to stop taking advantage of people in this situation. It’s horrible. 

• Initial Complaint

  Date:12/04/2023

  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 had one of your devices in one of my vehicles since, March, I believe. At the beginning, I wasn't compliant, so I'm not talking about the very beginning. However, I have been compliant since that first month or so. I have had issues with my interlock device since I got it, but it was sporadic and I don't have the propensity to complain, unless something is really bad. I also didn't want to bother the technicians, with added work, so I put up with it.
  I did decide to have it installed in one of my other cars, to see if there was a difference and with winter, I wanted to drive that vehicle. The issues continued.
  The issues became more and more problematic. It would disconnect and reboot frequently. I had notifications that I had drank, when I hadn't. One time, I was called into the hospital and had to leave right away. I grabbed two pieces of Steve's pizza (local), as that had just arrived for us and company. A warning occurred on that. I didn't say anything until now.
  I just had my latest download on November 28th, because it was time, but also some warning stated that I only had a few days and had to get it downloaded also because of that.
  I have called to speak to someone, because I like to work directly with people. Anyway, I tried 4 times since I had this installed, which originally, I asked to have it installed. Later the court mandated it. The last time, I really tried, waiting online for almost 1-1/2 hours. It finally just disconnected me. After the download, on the 28th, I asked to have a new unit installed. As people always say, I should have done this a long time ago. I don't have any disconnect issues, the blowing and humming part, I would have issues with this many times. I told the mechanic about my issues, and he said he would send a note with the downloaded information.
  Obviously, we that have these devices want to get them removed, as soon as possible, and I'm one too that has worked hard to do so. Classes, AA, etc. Thank You!

  Business Response

  Date: 12/05/2023

  We appreciate the feedback and understand the 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. We are always striving to become better for our customers, and this feedback helps us to best understand how.
  
  Our records show that the device was switched out on 11/28/23 and there were no additional attempted contact from the client. So, it's unclear what Mr. ****** is requesting at this time since he indicated his desired outcome is repair and that has already been done. 

  Customer Answer

  Date: 12/08/2023

  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:11/27/2023

  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 had issues with the interlock on friday, Saturday and again today. I called lifesafer Friday and they told me do a hard reset. I did that and the next date it said I had a violation. They said it wouldn’t be against me since I didn’t mess with the interlock but when I went to the shop for them to rest due to the lockout lifesafer is trying to charge me. I went today for the device to be reset and it gave the “handset Connection problem” message again so I waited 30 minutes then tried again and now it’s giving another lockout date for violation but I didn’t touch the interlock. The car shop is unable to help since all they do is install and reset. Lifesafer has been no help and I’ve called them 3 times today with no answer and I tried the chat twice with no assistance. I haven’t touched this interlock and I’ve passed every blow test.

  Business Response

  Date: 11/28/2023

  We are sorry to hear of any hardships with the LifeSafer interlock device. Someone from our LifeSafer management team is looking into this and will be in contact with Jakeiya to see how we can help. 
  

  Customer Answer

  Date: 11/28/2023

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

• Initial Complaint

  Date:11/26/2023

  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.

  Within the first month of having an interlock device installed in my vehicle in August of 2023, the device gave me multiple error messages during a rolling test stating 'hum abort'. I had used the device as I had multiple times before without complication. The device began a 5 minute countdown, which I assumed was a waiting period before I tried again however unbeknownst to me, I was supposed to try a retest. Any other time the device instructs me to 'blow'. After the countdown ended a message appeared stating I had missed a rolling test, even though eventually I was successful. I called the installer to inspect the device and was instructed to contact the state with an explanation of the 'failed rolling test', which I did. A month or so later I got a license revocation notice in the mail from the state, to which I am currently appealing. Not only do I run the risk of revocation which will be detrimental to my survival, I am now having to pay a lawyer $1000 to try to prevent this from happening. This is all due to a non negligable act on my part and what I believe to be equipment error.

  Business Response

  Date: 11/27/2023

  We’re sorry to hear ***** has experienced a difficult time with their device, but all device settings are determined by state regulations, not the interlock industry. ******** allows users 5 minutes to pass a retest before the device goes into "recall" mode, meaning service must be performed or the device will lock out after the state-determined amount of time.

  Despite what ***** said, "I had used the device as I had multiple times before without complication", ***** had, in fact, aborted the tests 33 times in the 20 days leading up to this particular day where it took more than ********** allotted 5 minutes for the test. So, while it may seem like a device issue, it was simply the right combination that it took ***** more than 5 minutes that day during a retest, where the other days those aborts happened during start up tests (these incidents don't put the device in recall mode) or ***** was able to pass before the 5-minute mark. This same device is still in ******* vehicle due to device issues and no further complaints. Additionally, the person who had this device before ***** had no aborts on their final device log. these reasons are why we have determined there is no device issue and no further action is needed on our part. 

  
  As far as the action taken by the state regarding revocation, there is nothing the interlock company can do and we don't make recommendation to the state. The state makes all final decision on actions taken by them. 

  The LifeSafer Resolutions manager will reach out to ***** to see how we can assist, ensure full understanding of the settings, and answer any other questions they may have. 

  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I signed up over a week ago and still unable to have access to my account, when I tried logging in, there’s an error message that says that my email is not registered, I’ve tried calling numerous times, been on hold well over an hour each time. Customer service is terrible, they tell me to try back in 24-48 hours. I was even told that someone from the technical department will call me the next day, still no return call from them. I’ve asked to speak to a manager or someone from the Corporate office, and I was told to call customer service number. It’s been very frustrating to deal with such a big company and getting no help from them when you need it. Please can someone help me.

  Business Response

  Date: 11/17/2023

  We apologize for the inconvenience. We show the problem was due to Ms. ****** having 2 accounts with the same email address - one she set up herself online and one she had us set up. Her email was attached to the account she set up, rather than the one we set up and she installed with. However, I do show that Ms. ****** was able to log in to her active account today. We believe the issue has been resolved. 

• Initial Complaint

  Date:11/14/2023

  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 have had a faulty device in my car since 9/14/2022. I have 38 false violations , which the service tech has contacted lifesafer numerous times on my behalf stating that the device is faultly. Some of the violations have been removed but not the fees. After submitting all reguired documents lifesafer still will not remove the false fees. The device was supposed to be removed 3months ago but they will not allow it untill I pay 1200+ I owe about 500. I have paid an added 660 in cash to the service tech for all the false readings un top of being stranded in very dangerous situations because lifesafer has locked me out of my car for false billing. My car has shut off while driving do to the device malfuctioning. I have not been able to drive my car or get it serviced because the mechanics do not want to blow into the device, There is zero help from lifersafer. Every time I have been stranded I have had to wait up 4hours for someone to answer at lifersafer, only to be transferred to another unreasonable wait time for some one who could not help. What is really upsetting is that not one government office will take responsibility for lifersafer. The Commissioner of the DMV's office stated they are not responsible, call consumer protection. Consumer protection stated that I am not the consumer the DMV is. The governors office stated that they are not responsible either. I have reguested all my documents from lifesafer for over a year had still have not received any.
  
  Why if the violations have been removed, Why am I still responsible for all the fees that have been added.

  Business Response

  Date: 11/15/2023

  The device that was installed for Ms. ****** was changed out in January as a precautionary measure. Essentially to see if the client's testing issues ceased. Those issues did not cease with a second device. The client has had numerous fail readings and aborted tests, resulting in violations and sometimes reset services. Fail readings only occur when the device has some type of ethanol presented to it. If the device had malfunctioned and gave a fail reading, there would be no way for it to go back to reading pass readings without service. The device always read a pass at some point after a fail before the device was serviced.  

  It's not that the violations have been "removed" but there are violations that the state regulations say require service (the resets) but won't extend the interlock requirement time - based on what occurred after that violation. For example, if a fail reading is recorded, but the client is able to pass within a certain timeframe after that, this proves sobriety and won't extend the requirement. The same goes for a violation from not passing a retest in the required time. The state will require the device be serviced to ensure the device has no issue and the client can be retrained, if necessary, but may not extend the requirement if appears to be a simple testing issue. Interlock companies are not required to refund the fees paid for the services because we still performed the service required by the client per state regulations. The interlock companies are not the ones requiring this service, we simply provide the service. 

  An interlock device has no ability to shut a vehicle off. The only function the device has is to prevent the vehicle by interrupting the ignition to starter signal. If the vehicle has shut off while driving, this indicates a vehicle issue. 

  If a client needs mechanic service to a vehicle, Connecticut does allow us to give instructions to the mechanic to bypass our system while performing the work needed. I don't show that Ms. ****** ever advised us of mechanic work for us to provide this information. We also have information on our website regarding this, in fact, requesting mechanic assistance can be done online. 

• Initial Complaint

  Date:11/09/2023

  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.

  I have received many violations for false positives and when I try to get situations resolved and asked to hear from a supervisor or to speak to one I am told they will email me and I never receive any emails, I never received any call and when I tried to dispute the so-called "violations" I am basically told I have to pay the bill and if I don't I go to jail or I can't use my van to get to work. This is a huge Injustice that is being done to people in similar situations to my own and we have no voice with the company we have no oversight to make sure we're not being stolen from and we definitely are I know I am. I don't understand how a private company who is involved in legal matters through the state has no oversight and no kind of protection for the people who are forced to use their services. I want a lot of money back and I want an investigation done into life safer. It is such blatant fraud it's ridiculous and nobody is doing anything about it I have tried many times and is met with just regular employees who tell me absolutely nothing that helps. I am a hardworking father of five children six if you count my stepdaughter and I am being robbed and something should be done about it. I will do whatever is required of me and will be fully cooperative and Hope that this situation and everyone else's situation with life safer is looked into and we get Justice through the state who forces us to use these companies without any oversight.

  Business Response

  Date: 11/10/2023

  We appreciate the feedback and understand the concerns. All Ignition Interlock Device (IID) settings are dictated by
  state regulations. Please note that IIDs will register any trace of alcohol
  from any source containing it - this is how the device effectively ensures an
  impaired individual cannot start a vehicle, and how we can confidently state
  the LifeSafer ignition interlock is fulfilling its purpose. 

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

  Customer Answer

  Date: 11/10/2023

  I apologize I missed this section before, my internet was acting up. The reason the complaint is not resolved is because I am still getting the same answers I've always received from lifesafer no matter what the circumstance. They have not offered me any kind of solution other than it's my fault somehow someway and  they do not make the regulations in any state. I have told them their device only records violations even when there is no violation to be had... An example is: To blow in the device as you're already driving and it says failed, it makes a siren start to squeal very loudly in my vehicle until I am able to safely pull off the road and then turn my vehicle off and wait 5 minutes and then I can blow again, which I did and I passed immediately and I continued to deliver for doordash for another hour or so. I do not understand how I did anything wrong. Yet I had to pay $25 to the technician at LMS Fabrications who I just met for the first time today of which  I have proof on my bank records of completing six transactions over the past, maybe 8 to 9 months through LMS Fabrications and I just met this gentleman for the first time today for that false positive that I had to get my device reset for or I could not use my vehicle to get to work. I have about six transactions through LMS Fabrications but I just met with him for the first time today and paid him on his little touch past thing for the first time. After I had the conversation with the so-called manager from lifesafer who only blamed everything on the state and the device as strangers that sounds. When I start my vehicle it says life safer on that device, she claimed it's not their device... The money almost adds up but not quite and the statements I received from Life safer are very confusing and the dates don't line up with my bank statements? Should I be getting charged through LMS Fabrications when I go through dd&d solutions LLC, or Duval Auto sales? Today is the first time I visited LMS Fabrications. I apologize if I'm being repetitive and with that being said I did my due diligence and I'm ready for whatever. Maybe they didn't do anything wrong but I know I get charged for things that I didn't do and there is no help for me, there is no oversight.

  Business Response

  Date: 11/13/2023

  The reason we are giving the same answers is because they are the only answers to give. Mr. ***** states that our device records violations when there are none to be had. What I think Mr. ***** and other clients don't realize is that everything, down to the way the device requires a test and what it picks up as a fail - those are all decided by state and national regulations. Even police breathalyzers will pick up things that aren't beer, wine, liquor, essentially, alcohol meant for drinking, if they contain ethanol. All breath alcohol detecting devices will record any ethanol readings as an "alcohol reading."

  To be clear, we are not "blaming" anything on the state. We are simply explaining that we make no decisions on how the device reads tests, whether it results in an abort, fail, pass, or warn, as the state and national regulations determine that. If you ask any interlock company or NHTSA about this, they will confirm. 

  Regarding the autopayments going through the Jacksonville location - when we set Mr. ***** up for autopay originally, that was the location his account was assigned to. We ended up sending him to another location due to scheduling conflicts, but because autopay was set up under that shop, the payments will always go through that location. The payments that have LifeSafer in the payee name, are going to LifeSafer.  

  It is true that we determine how much to charge for resets, but when the device goes into recall mode, is solely determined by that client's state's regulations. It is up to the client to know what their state regulations are and adhere to them. If the client violates those regulations and require service, we charge for that, as that is a service we're performing. We refund fees if it's determined there was a device issue that caused them. This was not the case for Mr. ****** 

• Initial Complaint

  Date:11/06/2023

  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.

  So today I was working on my car with an aftermarket sound system, I needed to rewire a few connections to my AMP, etc. Doing this I had to disconnect my battery because I'm not going to touch live wires. After doing so I go to start my car and I see a lockout for violations on my device. Which I was extremely confused of because violations only occur when you don't blow into it correctly, so I called them no surprise they don't answer like any other day, so I contact support. The lady begins telling me that disconnecting the battery for more than 60 seconds is a lockout violation, which confused me because on their website it doesn't tell you that anywhere and trust me I looked, so I begin to explain to her that I was never informed of this and now I have to go spend $100 to get a lockout reset? She then tells me I have to contact ******* and that I should have been informed of this happening when I got the device which I didn't. So now I'm being ripped off by this company of $100 + my time and gas to go the the shop to get my device reset and no reimbursement. After arguing with this lady and explaining to her how could I be at fault for something the company should have informed me of their device and what if I brought it to a shop and they disconnect the battery I'm going to have to keep paying $100 fees to fix my car? All I asked for was for a free reset and I would be on my way no questions, but no all she offered way a lousy $25 credit, not saying it's the ladies fault she just works as customer support, but I believe this is a bigger issue than it should be and new and returning customers need to warned upon this because this company is a complete fraud I've had this device for 5+ months and all I can say is bad things about it. So beware before you waste your money on this company because they can't even inform you on their device they want to blame it on ******* or whoever issued you to get an ignition interlock.

  Business Response

  Date: 11/07/2023

  All Ignition Interlock Device (IID) settings are dictated by state regulations. In some states, power disconnections are acceptable and do not require an extra trip to the service center. IIDs are dictated by each state's specific rules and regulations. The client is responsible for knowing their state's rules and regulations, as we are in over 40 states and these rules vary for all states. While our training materials are generalized, we do advise clients not to disconnect the battery since this is a common violation for many states. I have attached the page from our user guide where it advises this. Whether the client got this guide at the installation or not, it is available on our website. This information is also listed on our website at **************** --it is listed under "Tip #4 Interlock Device Tampering or Circumvention"

  LifeSafer's Reputation Manger will be reaching out to help resolve any remaining issues. 

   

• Initial Complaint

  Date:11/02/2023

  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.

  In June the breathalyzer malfunctioned and gave me violation that was not my fault and I am still sober..
  Last Saturday 10/28/2023 my breathalyzer malfunctioned again and violated me..this morning 11/2/2023 breathalyzer malfunctioned again and again has violated me.
  I wait hours on the phone to be told it's not the companies fault and if I don't pay to have it reset it will shut my truck off and it will not restart until it's taken care of.
  I cannot afford financially to contribute to a company that fails to give proper service of their product and I cannot afford the violations as my livelyhood is in jeopardy by this companies poor customer service.

  Business Response

  Date: 11/02/2023

  Our records don't show any violations in June, so I am unable to address this.

  Our records show that *** ****** typically has about 10 aborted tests per month, they're usually just more spread out, meaning they don't lead to a violation. The device log doesn't indicate that there are any issues, just that he wasn't taking the test correctly. He went back to passing after aborting without a service to the device, further indicating there is no device issue. The device has no way of fixing itself so if he was able to pass after aborting with no service, there is no malfunction. 

  Despite this information, we have set *** ****** up with an appointment to change out the device for the sole reason of client satisfaction. To be clear, we do not detect any device malfunction and swapping it for a new one is not LifeSafer admitting to any device issue or malfunction. 

  Someone from our executive leadership team will be in touch to discuss this further. 

• Initial Complaint

  Date:11/01/2023

  Type:Product 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 court ordered to have one of these, at first I had the interlock in my vehicle. I spent many times blowing, blowing, blowing and it not working properly. If it gets hot or cold it tends to malfunction. When you live in texas and go anywhere you are guaranteed for it to mess up and you sitting there sweating profusely until it decides to work!! It was a bad experience with that device. Then I was ordered to have the portable device because I had a driving job. I now have the portable, (which they tell you nothing about, and the vendor didn't know anything on it either) I asked the vendor when donI blow after first receiving it and they were unsure. So when I first got it. I was waiting for it to go off- as it does in the car. Never Did. Went back in to vendor, and she pressed some buttons, and she managed to figure out. You blow 3x a day 5-8 AM and PM then 10p-12a. This past two months, month especially! my cso told me i missed 46 blows this past month, which is absolutely absurd. No one wants to deal with this longer than they have to! I've reached out to company and they tell me my device is fine and that it needs bluetooth ( first i've heard of this) generally you have to physically connect a device to bluetooth. Then was told it needs a charge, it charges all day, n i take it off to blow and the battery barely last an hour. Despite these things, the device comes on I blow: it says PASSED. So, it really doesn't make sense. But apparently it's not reporting my blows!!! If it wasn't charged it would die..i never messed with settings or anything so idk why it would not have bluetooth all of a sudden. This issue is seriously a hindering in me getting my case dismissed. I've worked very hard on following/doing what's been needed for my case to dismiss. And their malfunctioning device could ruin it all. This is extremely frustrating!! N lifesafer does not seem to care or want to find the solution. Their has to be a way to show I've been blowing in it?!

  Business Response

  Date: 11/02/2023

  We’re sorry to hear of any hardships with the LifeSafer device. A LifeSafer executive management member is looking into this situation and will be reaching out to Ms. ****** to see how we can best assist with this going forward. 

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint. Even though it all seems unclear as to why my PO received some blows n not all, doesn't make sense. I appreciate them trying to solve the issue. 
  
  
  
  Regards,
  
  
  
  **** ******