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

  617 S Knik Goose Bay Road Suite L Wasilla, AK 99654

• 

  LifeSafer

  2881 S 31st Avenue Unit 13 Greeley, CO 80631

• 

  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

• 

  LifeSafer of Florida

  5285 Tower Road Tallahassee, FL 32303

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:03/14/2023

  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 voluntarily had the device installed on my son's care to, hopefully, encourage him to make smart choices. The price is not my concern but when the device immediately did not work we tried to call the help line, assuming it was user error. We were told the device doesn't always work in the cold. I live in *****! They offered to program it to "warm up" before needing to use it. This also failed to work. Complete scam. I was looking for a way to potentially save lives and this product just didn't allow us to even start the car. We had to have it removed as my son needs to drive for work. I tried contacting the company to simply get my money back for the install (not even the uninstall) and they refused and threatened me with some state law even though this was a voluntary purchase. No one should put faith in a company with such a poor quality product and even worse customer service, especially when we are talking bout saving lives. Drunk driving is not a joke.

  Business Response

  Date: 03/14/2023

  I apologize for the misinformation given that the device doesn't work in the cold. We have many clients in far northern states, such as ******, *****, and even ******. Our resolutions manager is looking into your situation and will be reaching out, please allow 24 hours for us to look into this and make contact.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait the 24 hours for a resolution to be presented to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:03/13/2023

  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.

  We asked the Lifesafer company to only have 3 days of service put on my husband's IID. Lifesafer told us to ask the shop to only add three days. The shop said they are not in charge of that, lifesafer has control of it. Upon being charged for 2 months of service when we only needed 3 days, I complained to the company (Lifesafer). They then, after the fact, stated that the shop needed to call them during the appointment to set it up that way. After speaking to 2 different people at lifesafer regarding this, they should have told us the shop needed to call them. I feel it is unjust that I am being forced to pay for services I won't be using. I want them reported most importantly, but I would also like refunded the money I should have never been charged! This occurred today, March 13 2023.

  Business Response

  Date: 03/14/2023

  We apologize for the misunderstanding. It is the responsibility of the shop to add fewer days when performing the service, LifeSafer has no way of doing this remotely. Our records show that no payment was made for yesterday's service, so we refunded the overcharges back to the LifeSafer account, leaving only a $7.45 balance due. You may pay this now or at the time the device is deinstalled. Our resolutions manager will be reaching out shortly to ensure the concerns are resolved and any questions answered. 

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:03/10/2023

  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 their system installed in my car and was told it would it would be a set price every month but every month I'm charged a different amount. I was locked out due to mechanic work being done on my car and I got the proper paperwork filed for that and they still reported to DMV a violation. I've been trying to reach a supervisor for about 2 weeks now because I was told by DMV that they would have to contact DMV to get it corrected. I've left several messages and now my license is due to be suspended in a week because of this issue.

  Business Response

  Date: 03/13/2023

  We recognize that obtaining & managing an
  interlock can be quite a confusing process and it is our goal to make that
  experience as easy as possible. A LifeSafer team member will be reaching out
  and we’ll try our best to resolve your issues. 

• Initial Complaint

  Date:03/08/2023

  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 was granted a successful removal of the breathalyzer on 2/9/23. I had the device removed on 2/28/23. I had no violations. Today, I received the annual report. In the report, a violation of tampering with the device was present. The date of offense was said to be on 11/3/22, 3 months before my successful hearing in which the hearing officer stated that I had zero violations, and 3 months before I received the report. Also, included in the report was another lie. The lie states that I never received permission from the state to have it removed, although ne t to this false statement they included the date that I was approved to have the device removed. I have all the necessary paperwork as well as my now unrestricted license from the state of ********. When I spoke with someone at Lifesafer, they told me that they couldn't give me any information. It's obvious that they're trying to cause trouble for me so that I would have to keep the device.

  Business Response

  Date: 03/09/2023

  We apologize for any confusion, but there was/were violation/s prior to the removal, maybe you just were unaware of them. Each time an interlock client gets the interlock device serviced, a report is transmitted to the ** SOS. If SOS granted you removal in February, it seems that would've been despite that violation.

  Please note that we don't give our opinions or interpret the reports that are sent to your monitoring authority, meaning we can't alter them positively or negatively. The reports are sent exactly as they are recorded from the device. I see that you spoke with our reporting specialist today and our resolutions manager will be reaching out as well to ensure this is resolved to your satisfaction.

• Initial Complaint

  Date:03/07/2023

  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.

  DO NOT GO WITH THIS COMPANY, you will have problems and when you call they will not answer. They also have no idea what they are talking about and will give you wrong information. Firstly within a few days of having it installed the device kept freezing while I was driving, which is unsafe! The only way it would unfreeze is if I pulled over and turned the car on and off, I’d have to do this for 15-20 min, when I called they were rude and told me to go back to the place that installed it. There they told me it was user error when I have used it before and was not user error. So they replace the device, it seems to be fine for about a month then it literally shuts my car off at a busy intersection because it froze again. I tried turning my car on and off for like 20 min while I’m blocking traffic and it wouldn’t start. So I had to get it towed back to my house, and had to walk all the way home. Their customer service said to do a hard reset which is disconnecting the negative battery terminal, and I did it 4 times and it was still frozen. So they tell me to get it towed back to the shop, so I’m paying to have it towed twice! Take it to the shop, they tell me I’m doing it wrong, but replace all the equipment. Only to not put my car back together right and so I have to go back again. I’ve been waiting for 4 hours for their customer service to call me back. If I didn’t pay $500 to have it installed I’d go with intoxalock, but I’d have to pay the install fee again. I want to cry and scream at the same time. The guy at the shop even said the other device is way better. Lifesaver has a lot of problems and they have NO customer service pretty much.

  Business Response

  Date: 03/07/2023

  We have tried to reach *** ****** from the ********** review and the BBB review she already submitted prior to this BBB complaint. We are happy to discuss and try to resolve this once she replies back to the email that was sent today. 

  Customer Answer

  Date: 03/09/2023

  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:03/07/2023

  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.

  Hi,I have been having my car serviced for the last 2 years at Lifesaver, **** **********, ******* West Va. The interlock will come out in October 2023 and I have had no issues until today. When I took the car today, I advised that the interlock is having issues, giving an error " low hum quality and hum abort". The service tech stated that sometimes this will occur and they replaced the handset. It took me 3 tries when I went to leave to get the car started however the tech said this was normal. I live 57 miles away, an hour drive for me and have to pay tolls to get my car to this service center. The car gave me issues all the way home today and now will NOT START. I called Lifesaver 3 times today and was put on hold all 3 times with over an hour wait and then each call was hung up on. I then got on the Lifesaver chat, via online and spoke with ***** (included interlock receipt from today and chat from today) and was told to pull the negative battery cable to see if that would work. It did not.
  I requested a technician to be sent to my address as I cannot start the car and do not have the money to get the car back to this center. I was told by ***** that this was not possible as West Virginia does not have a mobile technician. I was then told by ***** that " I would have to pay to have the car towed to this center", yet I live paycheck to paycheck and do not have the money to have a car towed. WHAT AM I SUPPOSED TO DO NOW AS I DO NOT EVEN HAVE A WAY TO GET TO WORK AND MAY LOSE MY JOB. Lifesaver should be responsible for sending someone to my address to fix the car as this is not my error. I have no idea how to get Lifesaver to come fix the car since they are saying that they have no way. How do they NOT??? .

  Business Response

  Date: 03/07/2023

  We are sorry to hear that you are experiencing hardships with your interlock device. We want to be able to see how we can best assist you and get you back on the road with ease.  Someone from our LifeSafer management team is looking into this and will be in contact with you to see how we can help you through this difficult time.

  Unfortunately, we do not offer mobile service in your area. However, since you've always had aborts and are now having extreme issues with two separate devices, we don't believe this is going to be a device issue. We will be calling shortly to help troubleshoot to get you going again. Our technician at your normal Beckley, WV shop is also willing to work with you ruther to help make sure you're confident with testing before leaving.

• Initial Complaint

  Date:03/03/2023

  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.

  Received a court ordered judgement of car interlock for 3 Months as of May 2022 Judgement. I fulfilled this in August 2022, after a final download I was told it came back from NJ MVC as Non-Complaint they stated I needed to reach out to NJ MVC if this was incorrect. I paid any outstanding balances and verified I am in the clear, spoke with NJ MVC Suspensions/Restorations and Interlock Management and they said I was in the clear. I scheduled another final download through LifeSafer Customer Service for November of 2022 they then again never provided a certificate of compliance of my 3 months to myself and stated I was still Non-Compliant either from Court or MVC, I went and spoke to Court Administrators and NJ MVC again and they all said I was clear and compliant on their end, NJ MVC said they are waiting for a certificate that I completed or compliant with the 3 months for LifeSafer so that I can be compliant on their end for removal, the reporting team does not have scheduled callback times you get a voicemail box I have left more voicemails then received calls back, I called them twice in the last month and called a day and a half ago with no missed call or voicemail. They blame NJ MVC which I clearly went and spoke with them and they are waiting on LifeSafer and lifesafer refuses to get this provided. The court says that I am in good standings, NJ MVC says there is nothing they can provide they are waiting on LifeSafer to provide that I am all good and then I can get Certificate for Removal, have it removed, then go take that and the removal paperwork to them for reinstatement of my non interlock license but no I am going around in a circle and have this thing in my system going on over a year.

  Business Response

  Date: 03/07/2023

  As explained to Mr. ****** by LifeSafer, LifeSafer and NJ MVC must receive the court-ordered approval letter clearing the non-compliance from last year.

  When contacting the MVC, they won't see that there was a non-compliance issue and a need for a court letter, they just see that we haven't sent the compliance, so that is why the MVC hasn't been able to provide more info. 

  The LifeSafer Executive Resolutions Manager will contact you shortly to discuss this further and answer any additional questions. 

• Initial Complaint

  Date:03/02/2023

  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.

  The business has been unreachable and unresponsive on multiple occasions when their product is malfunctioning. I've been sober for 2.5 years, and have never blown into the device under the influence. After a DUI from 2019 went through the California court system recently (COVID delays), I was required to again get an IID installed. I paid over $200 to get it installed. After a couple days, by the time I got to my car (not every time but sometimes, the device has been doing the long warning beep (aka you've waited too long to blow). My assumption is that due to that happening over and over again, the device locked out entirely after 1 week. I called customer service and after an incredibly long wait, they accused me of "failing" the breathalyzer. I found this incredibly insulting, especially as I had told the customer service rep I was 2.5 years sober AND the device shutting down made me late to meet with men in AA who are trying to get sober. She gave me a 1 time code and I drove to a shop where they did a "fail reset". I was charged $55 and told the device was fixed.
  
  Today, the device was locked out again. Their phone contact system doesn't work. When you press the #3 for service, it redirects you to take a survey, and then hangs up. I am unable to get to work, am wasting countless hours (my billing rate is $200 an/hour) dealing with a broken product, and am unable to reach anyone at the company who can solve the problem. I would assume a company that 1) I've been a customer of since 2020, spending $2000+ on, including dealing w/ other device failures during that time, and 2) one with an A rating from BBB would be responsive or provide a service/ product that actually works. I was told I'd receive a refund once they pulled the data and it indicated I didn't blow a "fail". I have not been refunded. I work in healthcare, and need to get to work tomorrow. My cell number is ###-###-####. I'm going to a competitor if I don't get a call in the next 12 hours.

  Business Response

  Date: 03/02/2023

  Thank you for taking the time to bring this to our attention. You are important to us and we sincerely want to ensure you get the assistance you need when you call our Customer Support Center. Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.

• Initial Complaint

  Date:02/27/2023

  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.

  With two email quotes from their sales team to show full cost prior to signing on there was no verbal or written mention of an uninstall charge. De-install of the IED was over 2xs the installation cost ($150) and that was only provided one day prior to de-installation (1 year of service). No calls from management, no wavering on final cost even though payment for another month was done less than 10 days prior. A business should be held to the quotes it provides it's customers and not allowed to hide fees prior to a customer signing on for service.

  Business Response

  Date: 02/27/2023

  We apologize that Mr. ****** mistook our basic quote given at install as the full cost of the program. These prices are just the initial prices to get started and do not include all fees that can be charged throughout the program. During installation, LifeSafer clients are given and sign several forms to ensure all fees are known and understood. I have included 2 of these forms here for reference. The first is the contract, titled Service Agreement, which lists some of the fees on the first page and you can see the $150 deinstall fee listed there. The second is the Fee Schedule, which also listed the $150 deinstall fee. 

  Again, we apologize for any misunderstanding. We do our best to follow the industry standard for quoting fees and do our best to be the best priced interlock company.

  Business Response

  Date: 03/07/2023

  Again, we apologize for the misintended misunderstanding. The shop that installed the device did advise the contracts and paperwork were emailed to you upon installation. 

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, please review the prior reasons for rejection.
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:02/17/2023

  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.

  They keep taking more money and over charging for the monthly fee, when they told me it was only $55.11 biweekly. I've had reps tell me to wait for credits and not to pay but what it is, then won't credit, tries to lock my car out with the dealer. System never updated and they still have not given me my credit. I've been dealing with this company since September for my credit. Again this money charged me $247.00. They are rude and don't call back for hours. Always say they're busy. Well hire some employees. Get training, some don't even speak English clearly and can't understand basic questions. They don't care about customers at all.

  Business Response

  Date: 02/17/2023

  We apologize for any confusion with your billing. When clients are on autopay and the autopayment is declined, all of those fees, plus the days being added to your device at the next service will be charged, which accounts for the higher bill. Our reputation manager is reviewing your invoices now and will be in contact to discuss.