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:02/16/2023

  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.

  So I was required to install the interlock iid device in my vehicle for 3 months I Installed it, completed the 3 month program and uninstalled it. I go to the dmv trying to reinstate drivers license and they told me that I would need to install iid device which I did, they said they didn't know I ever started so I would have to complete it again n now for 5 months, so I reinstalled it. The way the mandatory actions unit explain to me was that LIFE SAFER INTERLOCK can't just uninstall a device they are required to reach out to dmv mandatory unit to verify that I'm eligible to remove device so they failed to follow the actual procedure now I'm paying all over again I e already spend 600 plus so far and I can't ever get in contact with a supervisor to explain my situation. Dmv says I have to deal with life safer but how if I can't ever get someone who I can discuss this with and I don't think it's fair idk exacly how it works but I know I had the device for the 3 months I have paper work showing I did now life safer needs to fix this pls help

  Business Response

  Date: 02/16/2023

  We typically will not remove a device in ********** without approval from ***, but we are not legally allowed to deny removal. On 6/23/22 when ********** requested we remove the interlock, we advised ********** that her shop and LifeSafer are not responsible if we remove the device from the vehicle if it's not approved by ***. Also, on 6/24 we spoke with DMV/***, they advised us that ********** never took inthe ***** form to dmv to start the time with the device. Per Richard at ***, the client can remove the device from vehicle but will still need to reinstall to apply for DL in the future. Client did not follow the procedures outlined and suggested by LifeSafer, therefore LifeSafer should not be held liable. 

• Initial Complaint

  Date:02/16/2023

  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 got my device installed in the last few weeks. When I went to leave superior sound the gentlemen told me I should not have to press button on device to turn it on (as this is what had to be done during start up when leaving) On the way home the device did not have to be blown into at all which I thought was a bit odd. Took me thirty minutes to get home. Since then I used device to start car and make sure battery was charged. I did have to press button to get device to turn on. I went to start car again to make sure battery stayed charged and device will not turn on at all. I spoke to a lady who told me to plug in jumper cables for 15 min to make sure battery is charged I did this and device still will not turn on at all. I believe it was not installed correctly. I have been calling for days now waiting on hold and leaving voice mails and have not been able to get ahold of anyone. Horrible customer service.

  Business Response

  Date: 02/16/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, your patience is appreciated. I show that you spoke to us via chat on 2/13 and 2/15, we also called back and left voicemails on 2/13 and 2/14. 

  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:02/16/2023

  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 received a coupon code that said $0 Installation fee + $150 towards monthly service fee. I called in to confirm that the installation was free and there was no labor charge (since Nationwide was offering $0 labor fees and $75 installation and would match Lifesafer’s monthly rate). I’ve called six times and all managers have refused to talk to me directly. I was told by the initial rep that I pay $193 at install and then receive $170 back, she said the difference goes to the calibration fee. I then reiterated so I get $170 back plus the $150 towards the monthly fee. She confirmed yes.
  
  Reps have even read her notes that state $0 Installation AND labor fees. The supervisors have listened to the phone call where she also says this.
  
  I did receive the $150 for the monthly fees. But the company is refusing to honor the $170.
  
  In addition it was installed Thursday 2/8 and still doesn’t work so I was locked out Monday 2/13 at 6:33pm so received a violation. So I’m not getting the offer honored and the system doesn’t work. They more want to charge almost $200 to remove a system I’ve never been able to get to work.

  Business Response

  Date: 02/16/2023

  Thank you for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will contact you to see how we can make this experience a better one.

  Customer Answer

  Date: 02/16/2023

  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:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the LifeSafer Interlock device installed in my car I have had it installed September 2022 and currently have it still installed in my car, February 2023. I’m very concerned for the safety of their customers who live in warm states. I live in ******* and at times the temperature can reach 100 degrees or even higher. The interlock will not start if the car is hot and if it keeps failing to start it actually can make you wait up to 20 mins to try to blow into it again. I Find that very dangerous for people that they’re unable to start a hot car for over 20 minutes at a time especially if they are somewhere AC is not accessible. And very dangerous for people with pets as well. I have been unable to start my car multiple times in the heat resulting in feelings of dizziness and fatigue it was so bad one day I almost passed out in my car because I had to wait so long. I’m just very concerned for customers in similar areas as me. I worry that at the wrong time or place a customer could pass out from the heat or get heat stroke and result in something very tragic.
  I drive a ******** **** *** *** with an all black interior making me even more concerned.

  Business Response

  Date: 02/15/2023

  We appreciate your feedback and understand your concerns. At LifeSafer, our employees continuously test our units to understand our consumer's experience. Our devices are rated to work properly at well below 0 degrees and well above 100 degrees. Typically, only cold weather will cause a longer warm up time on the interlock due to electronics moving sluggish when cold.

  Someone from the LifeSafer Executive Resolutions Team will be reaching out to you tomorrow to get more information and to see how we can best assist you during this time.

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the interlock installed the beginning of January. Since then I was able to use the car for about two weeks before I had so many issues that I've had to resort to another form of transportation. The device would leave me stranded and not accept my breath test and would take up to an hour to start the car. It also killed my battery in 4.5 hours while I was at work.
  I have called Lifesaver countless times and I also had my car in the shop twice last week. The device was replaced but then still would not work. I sat in the car for 10 minutes and the device did not let me test and caused my car to make weird clicking noises. Then the lights on the interlock stayed on for at least an hour after that and probably until it killed the battery.
  Furthermore I was charged a $75 lockout fee that i was told would be waived. I then spent a half hour on the phone to get the fee waved and the charge is still on my account. I would have just gone without a license if I knew it would be this bad because this is more stressful.
  At this point I don't know what to do. I don't have much of a choice in the matter. I was trying to do the right thing but now I will have to drive without a license for two years if I uninstall the interlock.

  Business Response

  Date: 02/15/2023

  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. Please give us 24 hours to look into this and contact you. 

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The device in my car has been defective from day one. I called and left several messages before I finally got through to somebody a week later. The company that actually installed the device said they cannot remove it without a work order from lifesaver. The device was causing several electrical issues in my car and malfunctioning. When the device was finally and supposedly wired incorrectly, lifesaver tried to Bill me even though it was installed improperly to begin with. The device continues to malfunction and is making other electrical things in my car malfunction. I have left over 10 messages for lifesaver since, have also opted for multiple callbacks and never hear from anyone. They are continuing to Bill me and yet the phone is never answered and my calls are never returned. I want this device out of my vehicle immediately!

  Business Response

  Date: 02/14/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, your patience is appreciated. I do show that you've been called back each time you've left a message, although it does take a few days at times. I show your last calls to us were yesterday and Sunday and you are on the list for a callback. 

  Regarding the device/vehicle issues, we are looking into this with our Service Center Management team and we will reach out to you as soon as we can. Please allow 24 hours for this. 

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on Feb 2, 2023. I had already been told by Secretary of State that my device can be removed but wait for the paper work. 2/2/2023 I paid $170.59 for the calibration due to expire 3/29/2023. I received the letter fromSOS and had it removed on 2/8/2023. I called Lifesafer for a reimbursement AFTER paying another $104.94 to have it removed and they stated I am not eligible for reimbursement. So they just get to keep my money? This company is shady and steals money from people who are trying to do the right thing. I ask for a copy of my report and they charge me for it even though I paid their fees monthly to begin with. Isn't that MY report that I have already paid for. Please take them off the list for "acceptable" business's in **. They are thieves.

  Business Response

  Date: 02/09/2023

  We apologize for the inconvenience, but it is the client's responsibility to know their end date and request fewer days be added at their last appointment before removal. It is too burdensome to refund fees after the fact, which is why the client must request fewer days to be charged at their next to last appointment.

  As far as charging for a report, for most states we do provide reports free of charge, this is a fee mandated by the state. 

  The LifeSafer Executive Resolutions Manager will contact you to see how we can best assist you during this time.

   

  
  

  Customer Answer

  Date: 02/09/2023

  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.
  

  That company has a payables and receivables department. I am sure they have the capability to refund unused time as the Secretary of State does not give dates. They are asking customers to agree to something that cannot be done. They take advantage of a situation. Maybe they should implement something to return hard earned money that was paid and not used. I would never recommend them and will go out of my way to make sure people are aware of this shady company.

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

• Initial Complaint

  Date:02/06/2023

  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.

  I've been on hold for hours today with the lifesafer number, and can't speak to an actual person. When I went to start my vehicle today it said I would be locked out on February 9th for violations... the last time I drove my car was 2 days ago on February 4th...I took my driving road test and passed...I had zero failed tests so I don't know why I would have any violations...I need answers now, this is absolutely ridiculous and your customer service is awful...I was told over the chat on your website that it could be because of the cold weather... why would I have violations because of the weather? That's absurd... again, I have had ZERO failed tests and before taking my road test I had not driven my car in quite some time. Lifesafer only answers the phone when you want to install a new device, but if you have issues with an already installed device good luck ever getting a hold of anyone to resolve the problem. I tried the call back feature and never received any calls back. I'm going to have this removed from my vehicle asap and have another company install their device as lifesafer is a scam and they just take advantage of people.

  Business Response

  Date: 02/07/2023

  We apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. 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.

  I show that you were able to speak to someone yesterday, 2/6 and today, 2/7. Our LifeSafer Executive Resolutions manager will be reaching out to you tomorrow after your device has been downloaded so we can see the cause of the recall to discuss it with you. 

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  My lifesafer device informed me that I had "violations" along with a lock out date. So I took my car in and $55 dollars later the lockout date is removed but i have absolutely no idea why I had to pay the money. I really think the blatant conflict of interest present in this business needs a look. They can program the device to generate a certain amount of "violations" that have absolutely no impaired driving enforcement purpose and make good money from helpless participants. Also my page on their website lists no issues. I guess they need to make payroll.

  Business Response

  Date: 02/06/2023

  We appreciate your feedback and understand your concerns. At LifeSafer, our employees continuously test our units to understand our consumer's experience. Device settings are determined by state regulations, not the interlock industry, but we do our best to train our clients how to use the device. We are always striving to become better for our customers, and your feedback helps us to best understand how. Someone from the LifeSafer leadership team will be reaching out to you within 24 hours to see how we can best assist you with this going forward. 

  Customer Answer

  Date: 02/06/2023

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

  Customer Answer

  Date: 02/06/2023

  I do not believe I did anything to warrant a violation being registered.

  They did not disclose the nature of the violation I was being charged for.

   

  These are the violations my state  **  defines for interlocks.  Which one did I violate?

   

  Failure to take any random breath alcohol test unless a review of the digital image confirms that a driver did not occupy the motor vehicle or motorcycle at the time of the missed test
  Failure to pass any random retest with a breath alcohol level of 0.02 or lower, unless a subsequent test performed within 10 minutes registers a breath alcohol concentration lower than 0.02, and the digital image confirms the same person provided both samples.
  Failure of the person, or his or her designee, to appear at the ignition interlock device provider when required for maintenance, repair, calibration, monitoring, inspection, or replacement of the device
  Failure to pay statutorily required fees (*** ********)
  Tampering with an installed ignition interlock device with the intent of rendering it defective
  Altering, concealing, hiding, or attempting to alter, conceal, or hide the person's identity from the ignition interlock device's camera while providing a breath sample

   

  Business Response

  Date: 02/07/2023

  We have attempted to reach *** ******** via phone and email today to discuss this further. Unfortunately, there is not much we can do in this situation as we are not allowed to release records to anyone (other than the monitoring authority requiring the interlock) for clients required by ******** per the state's regulations. In ********, clients must subpoena the state to request records.

  Please know that we don't have the ability to "schedule violations" at our will, the device only records violations per the state regulations. Please know that while the violation could be cleared after the fact, if there is a violation recorded, the device will require service and the client is responsible for paying for that service unless it was a device malfunction. In this case, the device did not malfunction. 

  Customer Answer

  Date: 02/07/2023

  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:02/01/2023

  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 due for service on my interlock on 01/17/2023. I was charged $97.52 for the service which was for 1 month until February 19, 2023. My interlock was due for removal on 01/19/2023 and it was removed. Interlock owes me a refund for 29 days I was charged inaccurately at the ignition interlock dealer who services lifesafer customers. They informed me that i had to reach out to interlock. I called interlock every day for 1 week. I was on hold for more than 2 hours each time until I was either hung up on or told no one in that department could help me or transferred to a department where no one picked up and no one ever answered. I left voice messages on the accounting dept answering service which said someone will reach out in 24 hours . Still no response. I need my money please help me to get my funds iam old from these people

  Business Response

  Date: 02/02/2023

  The client is responsible for letting us know at their last service before removal that they need fewer days added to their device because we do not offer refunds for unused day. We will make contact with the service center tomorrow due to being closed for the day, then we will contact the client. Please allow 24 hours to accomplish this.