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:10/31/2023

  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.

  After having a brand new battery installed during calibration, the device drained my battery down to empty. I attempted to ask for a credit for the service charge to have the device reset again. The mechanic confirmed that the new battery wouldn’t have died so quickly without the additional pull from the device. I’m only asking to be reimbursed for the second trip in. I think that’s a small amount considering all of the damage thus far.

  Business Response

  Date: 11/01/2023

  We’re sorry to hear of any difficult experiences with a LifeSafer device. We want to make sure our clients are confident and feel safe when on the road. Someone from our executive leadership team will be in touch to see how we can help.

• Initial Complaint

  Date:10/30/2023

  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 had to have an interlock device installed in my car for a Driving Under The Influence charge in April 2022 to be able to continue driving. I was behind on my payments, but paid the account in full this last Friday (10/27/2023) after the shop I used for the calibration of the device said that my account was locked out. I went back today (10/30/2023) to get it re-calibrated because I was going to be locked out on 11/01/2023 and out of compliance. I got another bill for $100.93 even though I was already charged for the $107.93 payment that I normally make and it was paid with my payment that I made on Friday (10/27/2023). The account was paid IN FULL, and now they want to keep charging me for appointments and calibrations that are unnecessary. I would like to have the bill removed, and the device removed after my appointment with the DMV to correct my license. They are horribly unreliable and hard to get ahold of, and the prices keep going up for the calibrations. I included my statements in an attachment. In addition to paying those payments I am charged $30/mo for calibration appointments. Please correct this issue.

  Business Response

  Date: 10/31/2023

  We apologize for any misunderstanding with the shop and what should have been charged. I believe they were trying to get another month added to the device but were having trouble due to the restrictions on the account from when it was past due before it was paid off last week. We are working on correcting this now and will be reaching out to *** ****** shortly.

  Customer Answer

  Date: 10/31/2023

  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:10/27/2023

  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.

  Required to have a breathalizer device per washington DOL. My device had issues since installed and created issues for my car. When I called their 24hr customer service they attempted to get a mobile service out to me but the nearest mobile service option was **********, 70 miles away, and they refused to come down to ********** **. The only option I have is to tow to the service center. The customer service representative advised the tow would be reimbursed.
  
  The first time I contacted your customer service center my device was locked for a missed blow however their monitoring video /log shows I was not in the vehicle at the time of said missed blow which means the device was on (running) while the car was off. They requested a mobile service but the nearest one, ******** **, refused to make the trip. This was the first unreimbursed tow to ***** ****** Auto.
  
  The second time I had to tow 9/29, ***** ****** Auto needed to repair my handheld device (blower) they also stated that my alternator was in need of repair. I enlisted a mobile mechanic Alred Auto to repair my alternator although I had stated that the device MUST be hooked up wrong since it runs while the car is off because my alternator should not need to be replaced. On 10/11 my alternator was replaced and on 10/16 my car was again immobile. I had to pay for a tow yet again 10/16 to request removal of the device.
  
  I reached out to customer service and they denied my claims and gave no option to appeal.

  Business Response

  Date: 10/30/2023

  Mobile service is not offered in all areas and is never guaranteed. It is an extra service that may be available in some areas and some services.

  *** ****** said in this complaint, "The customer service representative advised the tow would be reimbursed." I listened to all the phone calls between *** ****** and our call center. The only conversation he had with us regarding tow reimbursement was on 9/29 was with *******. ******* said, "Hold onto the tow bill, I'm going to give you the email to client services, if they find that it's truly a device issue, LifeSafer will reimburse your tow." *** ****** was never promised a tow reimbursement by our call center. 

  Regarding the 9/11 reset, I show you spoke to Vanessa on 8/31. Upon reviewing this log, the device was not exactly asking for a test while the vehicle was off. You had the vehicle on and turned it off after it was already asking for a test. You confirmed to Vanessa that this is what happened during the 8/31 call. As she advised you was most likely, (I say most likely because we didn't have the log to confirm at that time) that was the reason your device was in recall, and subsequently, lockout. This is not a device malfunction, this is how the device is programmed to work per state regulations. The device is programmed to require all tests be taken, even if you are at your destination. This is so that an individual who wanted to drink and drive couldn't avoid getting a failed test by simply turning the vehicle off when prompted for a test. 

  At the 9/29, the handset was swapped out as a precaution, but since that, nor the alternator replacement solved the problem, we know it wasn't either of those things. One of our long-time technicians was advised of your situation on 10/20 and began looking into it. He determined that there was no device issue based on all the symptoms and the fact that the issue remained after changing the device. He states that the issues experienced were most likely due to a bad battery (which may have been due to the previous bad alternator.) Once the device and alternator was changed, the bad battery remained, which means the previous issues remained. Another technician from our Service Center Support team advised *** ******** service center on 10/2 that the client would need to have the battery and/or the alternator replaced. Having his vehicle inspected for replacement of parts and/or correction of issues is between the client and the business that performed the alternator replacement. If they failed to diagnose the dying/dead battery properly and replace it, we cannot be held responsible for that. 

  Furthermore, all of the device components *** ****** had, that were deinstalled on 10/17, have since been installed for another client on 10/20. This device was not sent back or repaired prior to being reinstalled, meaning 10 days installed, with no reports of issues. This further demonstrates that the issues were specific to the vehicle, rather than any part of the interlock equipment. 

  Customer Answer

  Date: 10/31/2023

  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.

  1. Lifesafer site states:

  A highly-trained authorized LifeSafer service technician does a thorough check of your battery to make sure it is working properly before installing your interlock. In fact, there are multiple battery checks throughout the installation process. If the battery appears to be old and not functioning well enough to support the IID, the technician will recommend replacing the battery before completing the interlock device installation. ***(There was never any communication that stated my battery was bad) 

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

  Site also states:

  A LifeSafer device also has a low battery indicator right on the display to tell you when the battery is low. This allows you to recharge the battery or replace it if necessary to ensure that your IID continues to work effectively.  **(this did not happen)**

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

  2. Lifesafer site states:

  The great thing about a LifeSafer Ignition Interlock is that when your car is not in use, the system automatically goes into SLEEP MODE which reduces the draw on your battery. You don’t have to do anything. Each device leaves our quality control and testing laboratory with this function preset and ready to go.  This will reduce the voltage your device draws when the vehicle is not being driven. (The device failed to do this)

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

  3. Lifesafer site states:

  These days, you may not be driving your car as much as you used to. It’s even more important to make sure you start and drive your vehicle at least every 2-3 days just to keep your battery charged. (This is what I did)

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

  4. *the vehicle will shut off, and the driver will be unable to start the vehicle again until a certain amount of time has passed. (mine did not restart) 

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

                  And

  If the LOCKOUT light is displayed, your vehicle will temporarily not operate because of too many fails or aborts. This temporary lockout will last for 2-5 minutes. When the message is cleared from your device you will be able to retest.

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

   

  Timeline of events

  8/ - Install

  9/11 - started vehicle as recommended on website shut down vehicle but sleep mode did not happen and device requested a blow while I was not in the vehicle and unable to respond (First tow) 

  9/20 - lifesafer technician did a calibration...no mention of bad battery or / alternator

  9/27 - blower malfunction - would not recognize blow - 1 video submitted to company shows blower not in sleep mode while car off - several other people attempted to blow and device would not recognize blows 2nd video shows blower not recognizing blow

  9/29. - call to lifesafer - tow - handset replaced

  Company states **the device was not exactly asking for a test while the vehicle was off** it either was or it wasn't, not exactly is not a valid option in this situation. It would have gone into sleep mode according to your website. 

  To address the business: 9/11 When I started the vehicle the test was a pass thats why the car was able to start. The second test was prompted after I turned off the vehicle and closed the door. not the first and it was triggered after I had already turned the car off. I have never had a failed test just a malfunctioning system. 

  The fact remains that the device was mis-wired or was malfunctioning which caused it to remain on and drain my alternator when it was supposed to be in sleep mode per your website. The videos provided show this to be the case. Your certified technician never identified an issue with my battery and had several interactions with my vehicle. 

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

  Business Response

  Date: 11/01/2023

  1. There was no battery issue upon installation. 
  2. Again, no battery issues initially. The alternator that was bad, that *** ****** replaced, was most likely the cause of the battery drain, which is NOW the issue that he's now experiencing with the device. He changed the alternator - great, but the battery also needed replaced at that point because of the alternator. 
  3. Great
  4. "*the vehicle will shut off, and the driver will be unable to start the vehicle again until a certain amount of time has passed. (mine did not restart)" I'm unsure what *** ****** means by this
  
  *** ****** said:
  9/11 - started vehicle as recommended on website shut down vehicle but sleep mode did not happen and requested a blow while I was not in the vehicle and unable to respond (First tow)
  

  Our response:
  This is untrue. He was installed on 8/21. On 8/22, the device was asking for a test and he turned the vehicle off while it was asking for the test. This is how the device is supposed to function. So, on 8/22 it began a 5-day countdown and locked out on 8/26. *** ******, or someone, drove the car before the lockout time on 8/26, meaning the lockout warning was showing on the device at that time. As I stated in my last response, *** ****** already admitted to an agent that he turned the engine off while it was asking, so it is not true that the device started asking after the vehicle was off. I have attached proof that *** ****** was still in the vehicle when the test began - please see file Staten Data Log 8.22.23
  
  *** ****** said:
  9/20  - lifesafer technician did a calibration...no mention of bad battery or / alternator

  Our response:
  The tech does not inspect a client's vehicle at monthly appointments (only install) and techs are not trained to read or analyze reports, only LifeSafer does that. It is the client's responsibility to maintain a properly working vehicle. 
  
  
  *** ****** said:
  9/27  - blower malfunction - would not recognize blow - I have attached a video that shows blower not in sleep mode while car off - several other people attempted to blow and device would not recognize blows- I attached an additional video that showed the device would not recognize my blows

  Our response:
  On 9/26, the battery was reading under 10v. It appears that during the early morning hours of 9/27, the device was getting just enough power that it would power up, then the battery power would drop and the device would power down. This happened several times during those early morning hours. When the device would power on, it would ask for a test, thinking you had just powered the device or vehicle on and wanted to drive somewhere, meaning it would give you a chance to take a test. 
  

  
  *** ****** said:
  9/29.  - call to lifesafer - tow - handset replaced

  Our response:
  This device was sent back to LifeSafer, tested fine, and has been installed with someone else who is having no problems with it. This replacement was simply a precaution and to determine that if it was a device issue, the problems would cease. 
  
  
  *** ****** said:
  Company states **the device was not exactly asking for a test while the vehicle was off** it either was or it wasn't,  not exactly is not a valid option in this situation. It would have gone into sleep mode according to your website.

  Our response: 
  I explained this in my previous BBB response immediately following the statement and again previously in this response already. "the device was asking for a test and he turned the vehicle off while it was asking for the test. You confirmed to Vanessa that this is what happened during the 8/31 call." So, the device initially asked for the test while the engine was on, then continued to ask for the test after the engine had been turned off. This is how the device should function per your state's regulations. 
  The device will go into sleep mode, once it allows the full amount of time for a client to take the test before it shuts down. This may take longer than a normal shut down mode because it will give them the full 6 minutes to test before turning off, to give them a chance to avoid the violation. 
  
  
  *** ****** said:
  Per your 9/11 explanation. When i started the vehicle the test was a pass thats why the car was able to start. I then shut off the car and shut the door however due to the device not going into sleep mode it prompted a blow that was missed. This was the second test not the first and it was triggered after I had already turned the car off.

  Our response:
  I already proved my point with pictures from the log above. He did not turn the car off until after it asked for a test. Again, he already admitted to this to an agent. 
  
  
  *** ****** said:
  The fact remains that the device was mis-wired or was malfunctioning which caused it to remain on and drain my alternator when it was supposed to be in sleep mode per your website. Your certified technician had several interactions with my vehicle and never stated there was a faulty battery.

  Our response:
  Multiple people have reviewed *** ******** logs and we've all come to the same independent conclusion that there was no device or wiring malfunction. The vehicle's alternator was bad, that was already proven by him replacing it. In the months that the alternator was going bad, it killed the vehicle's battery, which is why the device still couldn't work properly after the alternator had been replaced. 
  

  I'm sorry that *** ****** has had these vehicle issues and that it happened shortly after the interlock installation, compounding the problems. The fact is that the interlock is an aftermarket vehicle accessory and any aftermarket accessory that uses the vehicle battery may exacerbate any existing or upcoming issues to a vehicle's charging system. 

  Additionally, *** ****** has a past due balance with LifeSafer in the amount of $514.42 for the services we provided between installation on 8/21/23 and removal of our equipment on 10/17/23. 

   

  
  

  Customer Answer

  Date: 11/07/2023

  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.
  

  Business response:
  The tech does not inspect a client's vehicle at monthly appointments (only install) and techs are not trained to read or analyze reports, only LifeSafer does that. It is the client's responsibility to maintain a properly working vehicle. 
  
  My response:
  Calibration would have told tech battery was bad as that is what the device is set to do and it would not have had enough voltage to complete the calibration 
  
  Business response:
  On 9/26, the battery was reading under 10v. It appears that during the early morning hours of 9/27, the device was getting just enough power that it would power up, then the battery power would drop and the device would power down. This happened several times during those early morning hours. When the device would power on, it would ask for a test, thinking you had just powered the device or vehicle on and wanted to drive somewhere, meaning it would give you a chance to take a test. 
  
  My response:

  This further proves the device was malfunctioning.
  Company would not have changed out handset 9/29 (admitted to in the business' response) if device was working properly.
  This device was found to be faulty and the handheld portion had to be replaced by ***** ****** Auto.
  
  Unfortunately that makes any logs obtained prior to the blower being switched out inaccurate. 
  
  This is further shown in logs presented by the company showing a missed hum on 8/22/23 6:44:34 with an accompanying picture of me blowing into the blower at that same time. 
  
  Business response: 
  This device was sent back to LifeSafer, tested fine, and has been installed with someone else who is having no problems with it. This replacement was simply a precaution and to determine that if it was a device issue, the problems would cease. 
  
  My response:
  The device was not removed from my vehicle until October. The blower (handset portion) was removed 9/29. All wires and other necessary parts remained with the vehicle until it was removed in October. 
   A) Was the blower then installed by the same service technician? 
  B) Was installed in the same type vehicle? 
  C) When installed in new vehicle did the technician wait for the rest of the pieces of the system from my vehicle to install?
  
  Business response:
  Additionally, *** ****** has a past due balance with LifeSafer in the amount of $514.42 for the services we provided between installation on 8/21/23 and removal of our equipment on 10/17/23.
  
  My response: 
  Not sure what this has to do with my complaint. 
  I am not past due as I was approved through the state as indigent and the state is paying for the cost of this machine and maintenance. Another reason I am asking for my fees from this company I didn't have the funds to pay for this system and then to add in tow costs for services provided by the company for people less than 100 miles from my location is not OK. Especially since I have already provided more than enough information to show this was of no fault of mine and was infact a bad device / bad installation. I am not asking for anything other than reimbursement. 

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

  Business Response

  Date: 11/08/2023

  *** ****** speaks to things about the interlock as fact, when they are not. He is not knowledgeable on interlock function and regulations but speaks as though he is, this is harmful, should be recognized as such, and we feel he should not be allowed to continue to make these false statements.
  
  *** ****** said, "Calibration would have told tech battery was bad as that is what the device is set to do..." This is simply not true. The only report that comes up during calibration is a summary, which would not have shown voltage readings. Additionally, the techs are not trained to review or even look at that summary report. They are trained only to do what the system tells them to, such as to swap the device when a malfunction is detected. In this same response, *** ****** said, "...and it would not have had enough voltage to complete the calibration". Our system does not use the vehicle battery when running calibration, to prove my point - often these calibrations aren't even done at the vehicle. Our calibration machine is hooked up to a computer, both the calibration machine and the computer have their own power cords plugged into outlets. The device is plugged into our computer/calibration machine during the service.
  
  *** ****** said, "This further proves the device was malfunctioning. 
  Company would not have changed out handset 9/29 (admitted to in the business' response) if device was working properly.
  This device was found to be faulty and the handheld portion had to be replaced by ***** ****** Auto."
  As explained in my previous response, The 9/29 replacement was simply a precaution and to determine IF it was a device issue. If it was a device issues, the problems would cease, but they did not. This device was sent back to LifeSafer, tested fine, nothing was done to the device and has been installed with someone else who is having no problems with it. This information, but especially the last sentence definitively proves that there were no device issues. 
  Addtionally, *** ****** said, "This is further shown in logs presented by the company showing a missed hum on 8/22/23 6:44:34 with an accompanying picture of me blowing into the blower at that same time." This is also incorrect. The device still takes a picture when it detects someone testing, but they're doing it incorrectly. The log and picture are simply showing that *** ****** is attempting a test, but taking that test incorrectly. 
  
  *** ****** said, "The device was not removed from my vehicle until October. The blower (handset portion) was removed 9/29. All wires and other necessary parts remained with the vehicle until it was removed in October."
  The handset is what detects how the test is taken, reads the air for alcohol, etc. The handset is the only piece used for accepting the test. The piece under the dash, the relay, does not dictate how the device accepts/denies a test. The relay simply communicates with the car. For example, if a test is passed, the relay closes the open circuit between the ignition and the starter, meaning when the ignition is turned, the signal can now reach the starter to crank the engine. 
  This means that the remainder of the questions asked by *** ****** in points A, B, and C are moot.
  
  As far as the past due balance, I do apologize for not seeing that you were approved for indigent status, as that note was quite far down on your comment log. I asked our indigent specialist to review your account and she applied all the payments that the WA DOL indigent program covers. There were fees charged that aren't covered by indigency status, such as the reset fee you were charged, a missed appointment fee on 9/11 (you had originally scheduled it for 8/31, then 9/6, then didn't keep either appointment), WSP fees, and the Loss Protection Insurance for the device. This leaves your account with a valid $194.96 balance. 
  
  We are allowed to bring up anything relevant to the LifeSafer account in our responses to these claims against the business.

  We feel as though there has not been sufficient evidence to support *** ******** claims through his multiple refusals to our responses. We graciously ask that BBB close this complaint, rather than facilitate *** ******** repeated false statements about the interlock device and LifeSafer.

• Initial Complaint

  Date:10/26/2023

  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 called lifesafer to get a quote for installation of a interlock device. We worked out the price which was no initial fees and I would get billed $80 A month in total every month. but would not be charged until a month after installation as the first month and other fees were waived. I specifically asked if there were any other fees or charges and they said no. No option for insurance or anything else was discussed. After I had it installed I noticed a discrepancy on my bill so I called and they said there were extra fees for taxes and insurance and there's nothing they can do about that. They broke their contract, it was a total bait and switch. When I called on Saturday, they said they would file it for review and to call back on Monday. I did this and was put on hold for over an hour, then someone answered and verified who I was, which they already knew, told me to hold again. I did for another 10 mins or so, then was transferred to an answering machine. I called back as a new customer and they picked up right away. I asked why they had time for new customers, but not existing ones. No response, they immediately put me on hold again... I emailed and finally got a response, but they told me all they can do is take the insurance off. And my bill would go down to $87. I told them that wasn't acceptable that they need to honor are agreement. They have refused..

  Business Response

  Date: 10/27/2023

  *** ******** was quoted correctly during the call in August at $86.43 per month. The agent he spoke with this month failed to notice that $80 was the monitor rate only and he would still need to pay a reporting fee and the ** $20 state fee. I have adjusted his rate down to include both required fees at $80 per month and added a credit for the total he paid on 10/18 to make it right. 

  We only ever quote the required fees during our enrollment call. The optional loss protection for the device, which is $12.84 per month is decided upon at the shop and paperwork is signed for his. This option will not be offered for free. The LifeSafer Executive Resolutions Manager will contact you to ensure this is all understood and acceptable. 

  Customer Answer

  Date: 10/27/2023

  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:10/25/2023

  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.

  This device is more dangerous than anything. It takes AY LEAST 10 attempts to blow into this thing correctly, and if you are driving and can't blow into it, the horn starts going off when you are going 70 on the freeway or trying to merge. How safe is that? I've had violations simply because it won't accept how I blow. I've become lightheaded, gotten headaches and sore throats because of this device. Then the anxiety of it not starting makes blowing even harder, if not impossible. And forget if it's emergency, because it will NEVER start on the first try. I would rather go back to jail than have to deal with this thing. Oh customer service, yeah doesn't exist. But, get ready to pay for EVERY LITTLE THING. They never disclose the monthly fee, just charge what they want.

  Business Response

  Date: 10/26/2023

  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. All interlock devices require a range of humming and blowing set forth by NHTSA (National Highway Traffic Safety Administration). It is this technology that prevents anyone from trying to start or operate a car when using a fake sample of air.

  Regarding our monthly fees, we do our best to advise our clients, but we also want to be convenient by allowing a fully online setup process. Our phone system shows that we did try to reach you by phone on July 25th, the day after you enrolled online, to go over pricing but we were unable to reach you. I can assure you that the pricing level you're on is the lowest level we have for Washington clients. 

  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:10/20/2023

  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.

  Wow, just Wow!!! Can you say Horrible Service, can you say horrid customer service. This company is absolutely ridiculous, they do not ever and I do mean ever answer their phones. The only way this company answers their phones is if you are asking to have a device installed. For sales, they answer their calls, for customer service. It’s nothing but crickets!!! They don’t return phone calls, you cannot get help, they are in cahoots with Motor Vehicle, very horrible company. Very horrible.!!! I have not one nice word to say about this company, they overcharge, they excessively overcharge, they make sure you have missed appointments so that they can overcharge. RIDICULOUS

  Business Response

  Date: 10/20/2023

  We appreciate the feedback and 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.

  Our phone system shows that Mr. ****** disconnected the calls without choosing the option to get a callback, nor did he leave a voicemail. Clients can avoid any wait time, by simply choosing the option for a callback. If a client doesn't choose that callback option or leave a voicemail, the phone system doesn't log them for a callback. Despite this, I do show that he was able to use the chat function on our website Wednesday to communicate with an agent. Additionally, he received an email back and we attempted to call him, both earlier today, but got no answer. Mr. ****** has been given the information he needs to have his vehicle worked on. 

  Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can best assist you.

• Initial Complaint

  Date:09/29/2023

  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.

  Ive been stuck for over 2 hours because their device malfunctioned. After an hour on the phone the rep told me to try and reset the device, after that didnt work she said to disconnect my battery. When that still didnt work I was put on hold for another hour and forwarded to a general mailbox. Im still stuck!!

  Business Response

  Date: 10/02/2023

  We're very sorry to hear of your experiences with our Customer Support Team as well as hardships with your interlock device. Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can assist you.

• Initial Complaint

  Date:09/29/2023

  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've spent nearly $4,000 over the past 3+ years and countless hours on hold, had broken devices installed, been locked out for no reason from starting my vehicle.
  
  Currently, they don't seem to want to help me get an ignition interlock device removed from my car. I've been on hold for over an hour, and have tried their chat function online as well.
  
  1. I no longer have a restriction on my license stating that I need an IID
  2. The company is 100% driven by money. They'll schedule any appointment that involves your continued business and make you jump through hoops and charge excessive fees in the meantime.
  3. You can schedule ANY TYPE OF APPOINTMENT online EXCEPT for a removal.
  4. It costs $150 to get the device removed. But they can keep making more money off of you by making it impossible to get a removal appointment so that you have to continue getting monthly "calibrations" which cost $100.
  5. I've been eligible to have the device removed for more than 3 months, they know that, and they have not helped me schedule an appointment. In that time, I've spent over $200 on calibrations and hidden fees.
  
  I would like a refund for the money I've spent waiting to get an appointment, I'd like a phone call to schedule an anointment, and I don't want to pay $150 to get the device removed.

  Business Response

  Date: 10/02/2023

  We're very sorry to hear of your experiences with our Customer Support Team as well as hardships with your interlock device. Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can assist you. 

• Initial Complaint

  Date:09/23/2023

  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.

  Doing service through this company since June 2023. Each payment from the first time as $80.46. Up until Wednesday September 20 2023. I was charged an extra 20 dollars for this service. Confused about the charge i reached out to their company online chat. Spoke to a woman named Tiffany about the issue. Tiffany stated that this was an every month fee from ***** along with the service fee. I was not charged the $20 dollars the last three months. I was unaware about this other fee since i had never been charged with it before. Tiffany said quote "Stacie, the $100 is what you suppose to have always been paying but the shop have not been adding the $20.00 ***** fee onto the account. Now, we will not go back and add the other $20.00 charges that were supposed to be on your bill but going forward, there is a $20.00 ***** fee that every client is supposed to pay in the state of **." I had asked her why this wasnt done in the beginning and she said quote "Because for some reason, it was overlooked until now." After saying i was not going to be charge for the past months Friday September 22 2023, $66 was charged to my account. That doesnt even cover the troubles the whole system itself being cheap and devices and cameras not working when they are supposed to.

  Business Response

  Date: 09/25/2023

  We apologize for the misunderstanding. *** ***** was quoted the $20 ***** fee during enrollment, but our system failed to populate it on the June and August invoices. The July invoice did have it populated, but our technician mistakenly added $46 in credits to the 7/26 invoice, due to collecting a lower amount of money on 7/24 for that month's service. That erroneous $46 credit was placed back on the account, along with the August ***** fee on 9/22 to correct the account. However, as a courtesy and to resolve this complaint, I am removing the $66 balance as of today.

  Please know these are the fees moving forward:
  $72.70 for 28 daily fees at $2.47 per day, plus tax
  $7.76 for 28 daily Loss Protection Plan fees at $.26 per day plus tax
  $20.00 for monthly ***** fee, this fee is not taxed
  This puts the monthly fees owed at $100.46 total with the current tax rate. Please know that this is the base rate, there could be additional fees added to this for violations, missed appointments, etc. 
  

• Initial Complaint

  Date:09/18/2023

  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 had an appointment scheduled by the technician at 11:00am on 09/12/23. I arrive on time in ******** ** at the location off Iris drive and proceed to wait for an hour and call non stop but nobody at the call center could get ahold of the technician and the location has false business hours posted. On the 13th, the monthly payment was drafted from my card. I have spent every single day since trying to get an appointment to FINALLY have my device uninstalled and the call center fails to get ahold of anyone at the ******* location yet again. And every day I wake up it's another gamble whether this company is gonna have a location under 100 miles to me that will also answer the phone to confirm my appointment so I can get the OTP. I HAVE PAID FOR ANOTHER MONTH OF USAGE FOR THIS DEVICE ON A VEHICLE THAT HASNT BEEN CRUNK IN A WEEK ALL BECAUSE A TECHNICIAN SCHEDULED MY APPOINTMENT POORLY.

  Business Response

  Date: 09/20/2023

  The September appointment (scheduled in August) was intended for the ***** location. There is a note on the appointment for 9/13/23 stating that it was for ***** and this was verbally communicated to *** ****** at the August appointment. *** ****** failed to follow instructions and went to ******* instead. 

  The LifeSafer manager over *******, Michelle, reached out to *** ****** on 9/13/23 to arrange a meeting place for him and the technician that afternoon. She called him many times and left messages, but never got a response back. 

  Our records indicate that this is not the first incident of *** ****** failing to follow our directions, then making complaints after the fact. 

  Our records show that *** ****** was able to make an appointment for removal for Monday. We have advised him that we do not recommend removal of the device at this time due to the normal procedure for ** not being followed. *** ****** insists that he is not following the typical ** interlock requirement and is ready to remove the device. We are stating once again that this removal is at *** ******** risk and if he needs to reinstall, we cannot be held accountable for any fees associated with this removal or reinstallation, if needed.

  The LifeSafer Resolutions Manager will be reaching out to *** ****** shortly.