Business Profile

Interlock Devices

LifeSafer

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for LifeSafer's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

386 total complaints in the last 3 years.
155 complaints closed in the last 12 months.

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

Initial Complaint
Date:06/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been leasing an interlock device from lifesafer for the past 6 months. I have my letter from the state saying that I can get my device removed. I have called multiple times in the past 5 days to schedule a removal appointment. Every time that I call, I'm connected with a representative and I explain that I would like to schedule a removal appointment. The representative then says that they will transfer me to another service agent to schedule the appointment, and puts me on hold. I then sit on hold for multiple hours, only for the line to either go dead, or be connected to a voicemail. I've left multiple voicemails explaining the situation and providing my phone number and email address, and have never been contacted by them. I need to get the device removed within the next 4 days, or I will have to pay another month's fee to calibrate it. I have explained this to multiple representatives, and the same problem occurs. There is no other way to contact these people. Please help.
Business Response
Date: 06/13/2023
We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time.
Please know that we now have an online chat option! Click the "CHAT WITH A SERVICE AGENT" button at **************** to chat with a Service Specialist Mon - Fri 8:00 AM to 6:00 PM Eastern Time.

Our system shows you spoke with an agent yesterday regarding your removal. We suggest changing your autopay interval to a smaller interval, so that you pay fewer days at a time until you get the documentation you need in order for us to perform the removal.

Customer Answer
Date: 06/14/2023
Problem:
-Original Complaint filed 6/13/23 I have been leasing an interlock device from lifesafer for the past 6 months. I have my letter from the state saying that I can get my device removed. I have called multiple times in the past 5 days to schedule a removal appointment. Every time that I call, I'm connected with a representative and I explain that I would like to schedule a removal appointment. The representative then says that they will transfer me to another service agent to schedule the appointment, and puts me on hold. I then sit on hold for multiple hours, only for the line to either go dead, or be connected to a voicemail. I've left multiple voicemails explaining the situation and providing my phone number and email address, and have never been contacted by them. I need to get the device removed within the next 4 days, or I will have to pay another month's fee to calibrate it. I have explained this to multiple representatives, and the same problem occurs. There is no other way to contact these people. Please help. -UPDATED 6/14/23 After filing my previous complaint on 6/13, I was almost immediately contacted by a Lifesafer representative (Scarlett?). She was very helpful and said that she could resolve my scheduling issue by the lockout date on Friday. During the call, she said that she was sending me an email to respond too with my state interlock removal letter. As of noon the next day 6/14, I have not received any emails from Lifesafer, in either my personal email which I provided, or my email on file with Lifesafer. I am posting an updated complaint because this is the only way I can get in contact with any Lifesafer. If I call, they put me on hold for hours and don't contact me back. I simply want to schedule my removal appointment, please help.

Desired Resolution:
Contact by the business
Customer Answer
Date: 06/14/2023
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.
Autopay has nothing to do with the problem. I have all the required documentation, I simply need to schedule an appointment. Please contact me ASAP at +15028811185 or [email protected]

Regards,

**** *******

Business Response
Date: 06/14/2023
Yes, I understand the autopay isn't affecting the removal. I simply mentioned autopay, additionally, to prevent you from paying more than needed, which I explained when I, Scarlett, spoke to you yesterday.
If you need anything in the meantime, you have my email address, as I emailed you yesterday after we spoke.
Customer Answer
Date: 06/14/2023
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.
As I mentioned in the updated complaint earlier today, I have not received any emails from you in either my personal or on-file email. I have checked my inbox and spam. This is the only way I have of contacting you, can you please resend email and notify when you have sent it. I need to get this resolved by Friday.
Regards,

**** *******

Business Response
Date: 06/15/2023
We will be reaching out to you shortly to assist with any billing issues/questions. Thank you!
Customer Answer
Date: 06/15/2023
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.
After weeks of trying, I was finally able to schedule my removal appointment and get my device removed. Shoutout Scarlett.

Regards,

**** *******
Initial Complaint
Date:06/12/2023
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.
Had the ignition interlock installed on January 24th, 2022. Never had a lockout, never had a problem. My first appointment (as scheduled by lifesaver, not by me) was 60 days out from my date of installation. I came to my first appointment, had no problems, and was not told anything was wrong. Went to another 3 or 4 appointments after that, never had any issues, never was told I was out of compliance.
My program end date was June 1st. I went on June first to the interlock company in my town, and did a final download in my device. They told me I would be contacted within 5 days about my next steps. When no one called me, I reached out to the company numerous times, only to be bounced around and shuffled.
Finally on June 12th, (11 days after the program end date) I was able to talk to someone on the phone in reporting. They told me that I had a violation and I was in non compliance because I did not have an appointment after 30 days. However, the company did not schedule me one, my first appointment was scheduled 2 months out.
According to the court, I needed a good 3 months. After that “violation” that was not even my fault, I still had another good 90 days with no issues.
When I call the interlock company, they tell me to contact the court, and that no one there can help me and there is no manager available.
When I call the court, they tell me everything looks good on there side. And they have nothing to do with the interlock company and have never heard from them.
This practice is predatory and keeps people in the program for longer then they need to be resulting in 100’s of dollars in unfair fees and monitoring subscriptions.
I’m almost half a month into what should be normal driving, but still driving on an interlock device, no one can tell me what’s next, no one can help me, no one can tell me what the deal is.
This company has been a nightmare to deal with and I feel they do this on purpose to keep people in the program longer
Business Response
Date: 06/12/2023
The first appointment that LifeSafer scheduled was for 3/25/23, the invoice from installation showing this appointment is attached. This 3/25/23 date was within New Jersey's allotted time frame of 60 days (it's a 60-day window, not 30.)

*** ****** failed to attend this appointment and our phone and chat system show that he made no attempts to contact us before or on 3/25. Only when we reached out to *** ****** on 3/29 to remind him of his missed appointment, did he reschedule the appointment to that same day.

We don't track violations as they occur, simply because it is too burdensome and wouldn't affect the outcome anyhow. Therefore, we only advised *** ****** of this violation when his account was reviewed for compliance after the End of Program date.

We sent the non-compliance information to ******* Municipal Court on 6/6. *** ****** needs to contact this court directly to see if they've cleared him for removal or if they will give an new End of Program date due to the non-compliance. They will not provide this information to us, so this is something he must do. If they provide a letter for removal, that can be sent to LifeSafer and we set up a removal appointment.
Someone from our executive leadership team will be in touch tomorrow to help with any further questions.
Initial Complaint
Date:06/08/2023
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 been using this company since March of this year, I haven’t had to have much contact with the customer service center until I got into an accident recently. In the case you have to have work done in your vehicle, you have to fill out a form so the mechanics can get a bypass code and authorization. I filled out the form, gave it to the mechanic who then sent it in. The form said they will get a response NO LATER than 48 hours. I’m going on almost a week and no response. Trying to call Customer service has been a nightmare multiple times more than 45 min to an hour on hold. Leave a message? no reply. Callbacks? No. The service itself has been OK at most but the customer service is terrible, especially when needing to do crucial work to my vehicle and am now stuck until someone approves the bypass request.
Business Response
Date: 06/13/2023
We apologize for our long wait times and that your shop wasn't contacted sooner. However, we searched all of our emails, faxes, and online submissions and we didn't receive anything from ****** Auto Body until the morning of 6/9 and we contacted the shop within a few hours of that. It's possible the repair shop mistyped the email address the first time, as the first email we received wasn't a forward to show any previous emails. The shop also didn't follow the instructions on our form regarding including a work order, invoice, or something on letterhead. So, we were further delayed waiting for that after we called and made them aware they missed that.
Initial Complaint
Date:06/08/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Impossible to get ahold of on phone…on hold for over hour multiple times, finally leave message…no one calls back. Attempted to chat for over hour and no one would respond…
Business Response
Date: 06/13/2023
We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We show you were able to speak with someone yesterday and they provided you with a credit for the inconvenience you experienced.
Customer Answer
Date: 06/14/2023
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.

I have not talked to anybody…

Regards,

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

Business Response
Date: 06/14/2023
We apologize for that oversight. There were notes from 6/12 on your account from our Service Center Manager who was helping your shop with your device service. He did put a credit on your account for the inconvenience for the extra trips to the shop. Our resolutions manager will be reaching out now to see if you still need assistance.
Initial Complaint
Date:06/07/2023
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 a appointment for 06/07/2023 at the ********** ** (***** **** *** *** ********** ** *****) location for 12:15pm. I was 15 minutes early but despite being early, this location was closed even though advertising being open between 10am to 4pm (attached images of their schedule to this). There was no explanation or even warning that the location was not open so I missed a appointment because of them not being there at their scheduled time. Because they missed this appointment, I might have to face court charges due to being in violation of not getting a calibration. Due to the ********* location not honoring my appointment, I was also late returning to work. Lifesaver wants me to reschedule again during my work hours without enough notice to my work which is causing issues at my workplace. Even if I reschedule, there is no guarantee this Lifesaver can give me, that the new location will be open during their listed hours. I do not understand why they have a appointment system if they can't honor appointments.
This is only regarding the Lifesaver location in ********* at the address ***** **** *** *** ********** ** *****.
Business Response
Date: 06/08/2023
Our sincerest apologies for the miscommunication with this appointment. I do show that *** ***** originally had an appointment on 6/3 with another shop that was missed. The shop we rescheduled to for 6/7 was showing closed for interlock services on that day and it shouldn't have been scheduled by our call center. I do show a new appointment was scheduled for today at 4:30 at the original shop the client was scheduled with. I have applied an inconvenience credit to the account for the inconvenience.
Customer Answer
Date: 06/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *****
Initial Complaint
Date:06/07/2023
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.
These are CROOKS!!! All they care about is pulling money out of your account. They will never pick up the phone. Keep you waiting for N hour the hang up. I had an emergency and couldn’t unlock my truck because the stupid device drained my battery. I had to damage my truck to force open it. Then when you actually talk with someone they treat you like trash. They damaged the remote start on my truck. I wrote various emails and voicemails and they still don’t answer. I’m taking you to court Lifesafer, don’t even bother responding to this comment. I don’t want to hear you bull! I’m suing for the damage done on my truck plus all the stress and hardship you applied on top of that!!!!!!
Business Response
Date: 06/07/2023
We're sorry to hear of the negative experience Mr. ****** had. We've reached out via email asking for receipts/documentation regarding these damages, as we don't have any notes about the lockout he mentioned or damages.
Initial Complaint
Date:06/05/2023
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 spent from March 2022 till June 2023 having a lifesafer device installed in my truck. I've had numerous issues with the device the entire time I had it. These issues resulted in extraneous stress placed on me and my family and large amounts of time wasted due to the incompatibility between my vehicle and the device.

I have video footage of my device passing while causing my vehicle to fill with error reports and locking out which lasted for months. When the device doesn't click the relay properly my truck would also become locked out with errors and I would have to wait over 10 minutes for the truck to reset. When I reported the issue I was told its because of incompatibility issues and its not lifesafers fault their device isn't designed to work with my truck. Yet I gave them my truck info and was assured my truck would work fine with the device. The device had to be wired through the shifter.

There's a real difficulty trying to explain to your 6 and 3 year olds that they have to bake in the hot sun or freeze because the device faulted while trying to start the Truck. And lifesafer doesn't see any issues because my device passes when blown into so they refused to fix the issue.

I also provided them with my Vin number at the time of installation and when I did my 6th download they failed to report. When I found out they didn't send the report I was already 7 out of 10 days in the violation period. Since there is no managers to talk with I was referred to a voicemailbox and called back to be told "we knew you would call" which almost cost me my license.

I also had a device lose calibration and started failing me when I was an hour away from home. It locked me out of my truck with my family in the cold. I was told it was caused because I ate bread. My device failed me a couple more times that week and it couldn't be calibrated when I got calibration. They had to replace the device and it was my fault.

You spend hours on hold and the techs don't know anything.
Business Response
Date: 06/06/2023
Hybrid vehicles are typically not compatible with interlock devices, but Mr ****** was installed and serviced by one of our most tenured and knowledgeable shops/technicians. We are sure this reduced the problems experienced greatly than if he had gone with another company or less experienced technician.
As explained to Mr ****** in October, the reporting issue was on the MVD side, not a LifeSafer fault, however we did work diligently with MVD and got it corrected quickly.
Fails on the device weren't due to "losing calibration." If the device had malfunctioned and started reading alcohol when none was present, Mr ****** would not have been able to pass a test again until the device was serviced or swapped out. This was not the case, as he was able to pass the test again after removing whatever was in the device's presence that caused the fail readings.
Since Mr ****** received the device for the time requested and received proper credit with the state, no refunds will be issued.
Business Response
Date: 06/21/2023
Mr. ****** and LifeSafer came to a mutual resolution and a check was mailed to him on 6/15/23 to settle the complaint.
Customer Answer
Date: 06/21/2023
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.
Thank you for looking into the matter and allowing us to come to a resolution.

Regards,

***** ******
Initial Complaint
Date:06/03/2023
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.
They are not returning my money and they were to also check with department of mandatory actions before installing and they also blocked my number from reaching customer service after only being able to reach their appointment line this is fraud !
Business Response
Date: 06/05/2023
We do check with the MAU in **********, but we never deny a client an interlock installation request, as we have many voluntary clients. All clients are responsible for knowing when and if they are eligible for an interlock device before installing one. We provided the services you requested and therefore, no refund is due.
We do not block client's numbers, we just have long wait times. Our phone system shows many of your calls have come through over the last few days, but you simply got sent to voicemail like everyone else because of staffing issues. I show you spoke to agents on Friday and Saturday, proving that your number is not blocked.
Business Response
Date: 06/05/2023
We do check with the MAU in **********, but we never deny a client an interlock installation request, as we have many voluntary clients. All clients are responsible for knowing when and if they are eligible for an interlock device before installing one. We provided the services you requested and therefore, no refund is due.
We do not block client's numbers, we just have long wait times. Our phone system shows many of your calls have come through over the last few days, but you simply got sent to voicemail like everyone else because of staffing issues. I show you spoke to agents on Friday and Saturday, proving that your number is not blocked.
Initial Complaint
Date:06/02/2023
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 been trying to reach customer service for days. My car broke down and it's sitting at the shop, we are waiting for a code to bypass the interlock so they can safely work on the vehicle without incurring a violation. If I get a violation, I go back to jail/prison so I'd really appreciate it, after paying this company $800/$900 just to blow and go, if I could get a response and AS SOON AS POSSIBLE because so far, my experience has been horrible with this company for trying to get any assistance at all. Also, the man who installed my device originally and the one I have to see monthly is always rude and disrespectful, always complaining about a new thing every time I go when all I do is bring my car and pay the guy. PLEASE CONTACT ME RIGHT AWAY, I NEED MY VEHICLE FOR WORK AND UNTIL THE MECHANIC HAS THAT CODE, I AM STRANDED WALKING ALL OVER
Business Response
Date: 06/05/2023
We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time. Please know that we now have an online chat option! Click the "CHAT WITH A SERVICE AGENT" button at **************** to chat with a Service Specialist Mon - Fri 8:00 AM to 6:00 PM Eastern Time.
Since it's still early in your area, our reputation manager, ********, has emailed you the website link to the mechanic assistance form and attached it to an email sent to you just a moment ago. Please follow those instructions and reach back out to her via that email if needing further assistance.
Initial Complaint
Date:05/29/2023
Type:Customer Service 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 mean does anyone ever really expect much customer service with companies like this? I know I don’t, so already the bar was set extremely low. THAT BEING SAID — the customer service I have received is equal to the functionality of their online services… non existent and a complete waste of time. All around my experience has been a laughing matter and the joke is me being a customer, punchline all my hard earned money. Honestly it’s funny the only reason I’m writing this is so I can update my payment information! It is impossible to talk to anyone. I’ve had my interlock installed for a month and haven’t had to get it Re calibrated or anything yet, but I am anxious and dreading when I will eventually have to contact them in all future regards. A lot of us don’t have a choice when it comes to interlock companies but I would seriously reconsider if you’re going to go with this company.
Business Response
Date: 05/30/2023
We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time.
Please know that we now have an online chat option. Click the "CHAT WITH A SERVICE AGENT" button at **************** to chat with a Service Specialist Mon - Fri 8:00 AM to 6:00 PM Eastern Time.
Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.

Customer Answer
Date: 05/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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