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:09/13/2023

  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.

  2 years ago, from the very beginning, on the very next morning from when I had the LifeSafer interlock device installed--the device failed me as I was getting into my car to go to work. I blew into the device and totally out of the ordinary of how the device is supposed to work, it seemed like the device was faulty from the start. I had tried to call in numerous times to tell someone about the devices issues, only to realize that I had to wait for AT LEAST an hour on average every single time I had called in. Every now and then they would return my call, but their callback number/solution seemed to be useless about 8 out of 10 times on average. The customer service members would be rude to me, would not allow me to speak to a manager, "managers were unavailable" almost every time. I was also told that "the managers would have told me the same thing anyways".. This was obviously met by my own frustration because it seemed nobody wanted to help me.. So oddly and ironically, when I started to complain and show a little discomfort, the line would 'conveniently' disconnect...
  
  The same exact problems with no real solution would continue to give me headaches and undeserved hardships multiple times randomly and periodically over the next year or so. This year alone (2023), I had to get 3 new handheld replacement devices due to the SAME problems persisting. After having 3 of these put in, I eventually got locked out and get towed to one of their shops. Unfortunately, it gets worse. Since that incident, and inevitably 'failing my breath test' (due to the devices faulty operation) the DMV has decided against me and told me I must be the problem--when in all reality, it was the DEVICE that had the problem this whole time and as a result, I am facing serious repercussions because of this company's NEGLIGENCE. No communications from LifeSafer to the DMV took place. No record of all the issues I've had was provided to me initially. I had no way to show the DMV what happened.

  Business Response

  Date: 09/19/2023

  All Ignition Interlock Device (IID) settings are dictated by state regulations. Please note that the IID will register any trace of alcohol from any source containing it per NHTSA regulations - 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. 

  *** ******** has had fails on 3 separate devices. This would indicate that the user of the device is presenting alcohol/ethanol substances to the environment of the device, rather than having devices improperly reading breath. Additionally, the device is calibrated every 30-45 days depending on the state/court requirements for that person, meaning the calibration would detect an error and require it be switched out. The only times the device was switched out was due to some other issue, or to satisfy the client. 

  We advise clients that if they fail and haven't been drinking, they need to swish with water, air the car out and test again to prove their sobriety to their monitoring authority. We will advise the state when there has been a device malfunction that can extend a client's interlock requirement, but none of *** ********** fails were caused by a device malfunction, therefore we cannot request that his extension be removed.

• Initial Complaint

  Date:09/12/2023

  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.

  I have the iid on my car for 6 plus months which I paid the calibration fee & any other fees everytime. Well wen it was time to have device removed they wldnt remove it so I cld get my licenses back until I paid another 371$ which I had already paid. Now I can’t get anyone to call me back or anything so I can get this off my car & get my licenses back

  Business Response

  Date: 09/19/2023

  Firstly, the device was installed on 4/24/23, meaning the device hasn't even been installed for 5 months as of today, 9/19/23. 6 months would be ~10/24/23.

  Our records show that *** **** was due back for service on July 8th, but never showed up for that appointment. There are also no records of payments made to LifeSafer for services rendered up to that point. We mailed a pending collections letter to the client's home address on 8/28/23.
  

  The account has a past due balance of $331.44 for services rendered from April to June, plus another $584.12 to get the account paid up to today, along with deinstallation fees. As long as the device remains in the client's possession, the amount due increases by $2.54 per day. 
  
  Additionally, the account shows that we arranged a removal appointment for 9/14/2023 in ************, but *** **** never showed up to that appointment. The ************ shop called her that morning and she advised them that she was near and would arrive shortly, but never showed up and the number was no longer accepting calls when they tried to call again. 

  We are willing to deinstall the device at this point and take payments or send the account to collections, if necessary, but we are unable to do so if *** **** fails to bring the vehicle with the device to the appointments we set. 

• Initial Complaint

  Date:09/11/2023

  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'd like to submit a complaint about LifeSafer, regarding the installation of an Interlock device (a breathalyzer device that controls the ignition) in the vehicle that my daughter (client ***********) uses. Here are the salient points:
  
  1. Neither LifeSafer nor the mechanic (**** *** ********** in **** ******* **) mentioned that the device would drain the battery while not in use. So, during a necessary period of inactivity while my daughter obtained a provisional license after the Interlock was installed), the battery died. Unbeknownst to us, LifeSafer was charging violation fees (over $200) for the loss of power while the car simply sat in front of our home. When we later chatted with a LifeSafer rep named Verney, he only said, "When you're on LifeSafer, you get charged whether you used the device or not. The days go by and you still get charged." Not helpful.
  
  2. My daughter cannot reliably blow into the Interlock device because of a psychological condition (possibly autism, not officially diagnosed). Because the device is notoriously picky in the way it requires breath samples, she gets stressed and the system aborts multiple times. This triggers the device to constantly demand service at **** *** **********, racking up further charges ($28 a visit, plus further LifeSafer fees). My daughter has still not mastered the device, and LifeSafer does not appear to care about physical/psychological limitations. The charges continue.
  
  3. LifeSafer's customer service is extremely unhelpful, lacking empathy/understanding. Repeated calls reveal prohibitive wait times. The system directs you to online chat, which is equally unhelpful, providing only scripted answers. No personal responses. When we asked LifeSafer rep Verney for help, he basically said, "This is a state program. We can't do anything for you."
  
  We are getting charged for "violations" out of our control. The insular methodology of LifeSafer means no empathy, only money for the program.

  Customer Answer

  Date: 09/11/2023

  The account is in my daughter's name:

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

  LifeSafer Client ID ***********

  Phone: ###-###-####

  DL# CO *********

  Address: *** ****** *** *** ** ******** ** *****
  

  Business Response

  Date: 09/13/2023

  Due to the legal nature of our business, we are unable to discuss details of clients' accounts with anyone other than the client unless they give consent first.

  Please know that 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 provide details in our training videos and user guides that explain the device does need to use slight battery power to ensure it's never disconnected from the vehicle, per the NHTSA standards we're bound to follow.

  A LifeSafer manager will be reaching out shortly to *** *******. 

• Initial Complaint

  Date:09/08/2023

  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.

  On the phone they quoted me free installation and $95 a month. Had it installed and they charged $164. Then the device kept locking me out because I was not blowing hard enough. Then I was not hummimg and blowing. It locked me out three times in a matter of 15 minutes or so. In other words, I was not able to get the car started. I had them take the device out and they charged another $26. So I ended up paying a total of $190 for nothing. Do not do business with this company. They lie and the device is worthless.

  Business Response

  Date: 09/13/2023

  LifeSafer clients in ***** are handled by an independent franchise, not the main LifeSafer office that receives BBB complaints. We have forwarded the complaint to that franchise for follow up. 

• Initial Complaint

  Date:09/06/2023

  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 had this device for several months and the company was rough at first but managed to help get my issue resolved. Now that I've been suckered into the service I cannot get help with any issues, and my service center was discontinued without any notice, and I have been unable to get my device calibrated. Now facing a lockout with no help from the company after being on hold for over 3 hours total today. This company is a scam and absolutely doesn't practice any professional business standards.

  Business Response

  Date: 09/07/2023

  We apologize for the rough start and appreciate you letting with us work with you on that. 

  As far as the *********** location closing, we started calling all clients with upcoming appointments at that location the day you spoke to Frank in our call center and he advised you the Farmersville shop was closed. He removed your appointment when you spoke around 7:30 AM on 9/1 and told you to call back when the Athens shop was open to reschedule with them. So, when we pulled the list of Farmersville clients later that morning, your appointment had already been removed and your location had been changed. 
  
  The same manager you spoke with back in June, Scarlett, will be contacting you to get this resolved. Please feel free to reach out to her with anything you may need moving forward. 

• Initial Complaint

  Date:08/25/2023

  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 had to get this device installed per court order and have had nothing but issues since. The device will randomly mess up sometimes when I start my car. It will tell me to blow and then after I successfully blow it will tell me to start my engine. However after I start my engine the device will reboot itself and keep going through the same cycle causing me to have to blow every time. Having to blow every two minutes causes me to get extremely bad headaches and then I end up having an aborted test because I’m out of breath and can’t blow hard enough. Not to mention the embarrassment of having to blow every two minutes. I asked customer service and they told me it was because my battery. I went and got my battery tested and there was nothing wrong with my battery. Then yesterday it started doing it again and then gave me a message I was being locked out due to violations.. I haven’t done anything wrong but now they extorted me $100 to get my car unlocked eventhough I haven’t done anything to constitute a violation and it is their fault that my device is malfunctioning. Now I will have to explain to my probation officer and to the judge why I got a violation and could now put me in more legal trouble and cause me jail time. This is ridiculous I haven’t drank a single drop of alcohol since I’ve gotten this device but I’m still getting in trouble for something that isn’t my fault. This is wrong to do this to people just so you can extort extra money from them. Please make this right or I will have no other choice than to go to litigation to protect myself from these predatory actions! I’m

  Business Response

  Date: 08/25/2023

  We’re sorry to hear of any hardships with your LifeSafer device. We want to be able to correct the issue for you, so you can get back up and running with confidence and peace of mind. Someone from our leadership team will be reaching out to you to see how we can best assist you with this going forward. 

  Customer Answer

  Date: 09/01/2023

  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:08/23/2023

  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 ignition lock has not been working correctly for several weeks. I put a new battery in 2 weeks ago and got a violation for that. Have had to do several hard resets. I had my lock reset last week, still not working. Yesterday I had to do 2 hard resets. Took it to lifesafer in ************** today. Had it reset. Was told it was fixed. I went to my ***** meeting today at 5:00 till 7:00. Came out, ignition lock not working. Tried to call customer service after 30 min. no response. I can't keep doing this! I need to get to work. I had to call uber to get home. Car is still at *****. I need this resolved quickly

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/22/2023

  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.

  The device was installed in my wifes car and immediately the next day it showed that it needed to be brought in for a lock out, we thought that was weird but did it anyway. less that a week after that appointment a code popped up out of the blue saying it was going to be locked out again... all of these are happening in the morning after the car was sitting in the garage with no one around. We are being told that we have to pay for each of these times. there has been no troubleshooting by lifesafer at all when this is clearly a defective device. they just want the money...

  Business Response

  Date: 08/24/2023

  We’re sorry to hear of your experience and would like the opportunity to investigate this further to see how we can help. Unfortunately, we are unable to identify an account with the last name of ******.

  Additionally, considering the legal nature of our business, we cannot discuss details with anyone other than the required individual. The account holder needs to contact LifeSafer to resolve this matter. 

  Customer Answer

  Date: 08/24/2023

  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.

  My wife was able to make an appointment with another Technician who verified that the device was faulty.  We are now trying to recoup the extra money that we had to pay out for the companies faulty equipment.  The extra money and 2 days of time that it took us to get a good technician to look and in his words, easily verify that the device was faulty, is unacceptable.  Receipts are/were kept and sent to lifesafer.  Until we get an apology and a refund for the extra money we paid out I will not accept any response from Lifesafer.

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

• Initial Complaint

  Date:08/16/2023

  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 have the interlock device from June of 2020 till June of 2021. I have the de-installation order paperwork from Life safer for my last visit when the device was taken out. It is now August 2023 and I just found out that life safer never sent paperwork to the state clearing me.

  Customer Answer

  Date: 08/17/2023

  No attention needed everything has been resolved

• Initial Complaint

  Date:08/15/2023

  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 chose lifesafer for my interlock device required for my vehicle. This device was installed by the shop that lifesafer recommended on July 27th, 2023. The very next day on July 28th around 6pm I was on my way home from the grocery store when I got into my vehicle to start the device. The devices screen was black and would not turn on, I tried all methods recommended by your support to get our vehicle started with none of them working. I was advised where to send the bill for the tow truck, which I had to get my vehicle towed to my house that night due to being a Friday, then towed to the shop when they opened on Monday morning. I was told that as long as the shop determined that it was not my vehicle at fault i would be reimbursed for the tow. Our first tow was $76.25, the second tow was $198.19. Along with that massive unexpected expense I was appalled that within 24 hours of install my family including my 9 month old daughter was stuck roadside in 100° weather waiting while we trouble shooter the device and then waited for the truck. On Monday morning I went to pick up my vehicle where the mechanic told me that he had spoken to your company and told them that my vehicle was not at fault, he let us know that you told him that i would be reimbursed for my tow. I sent Lifesafer the invoice for the tow on August 1st. Yesterday I reached out to your chat support where they informed me that the mechanic had reported that your device was not at fault. I called the mechanic back this morning (August 15th) to see what was going on, he told me once again that he told Lifesafer’s representative that our vehicle was not at fault and that he had found an issue with your device that was resolved with the replacement of the device. I am fully aware as is the shop I took my vehicle to that all phone calls are recorded so we know there is documentation. I reached out to chat support once again to be told that no reimbursement is ever guaranteed and our claim had been denied.

  Business Response

  Date: 08/16/2023

  High-quality service and the satisfaction of our clients are of utmost importance to us at LifeSafer. We would like to find out more information regarding your concerns, so someone from management will be reaching out to you.

  Unfortunately, it appears that the information we were given and the information you have are not the same regarding the technician's inspection of your vehicle when it was towed in. 

  We would like to find out more information regarding your concerns, so someone from management will be reaching out to you.