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:02/01/2023

  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.

  HORRIBLE COMPANY.
  LIFESAFER IS QUICK TO ANSWER THEIR PHONE REGARDING INSTALLS AND TO SIGN YOU UP QUICK SO THEY CAN GET THEIR PROCESS STARTED, BUT WHAT ABOUT WHEN ITS TIME FOR SERVICE? I HAVE BEEN TRYING TO REACH THEM FOR THE PAST WEEK REGARDING MY RE-LOCATION FROM ** TO **, I SIMPLY WANT TO CHANGE MY LOCATION WHERE I GET CALIBRATED MONTHLY AND I CANNOT DO THAT WITHOUT CONFIRMING WITH LIFESAFER FIRST. IVE DONE MY DUE DILIGENCE AND HAVE CALLED THE COMPANY MYSELF AND CONFIRMED THAT IT IS POSSIBLE BUT LIFESAFER IS MAKING SOMETHING THIS MINOR ALMOST IMPOSSIBLE. I WILL BE AT RISK OF VIOLATION AND LIFESAFER WILL SAY IM RESPONSIBLE DUE TO NO ONE PICKING UP THEIR CUSTOMER SERVICE LINE. WHY IS IT THAT YOUR COMPANY IS SO QUICK TO ANSWER THE PHONE LINES REGARDING INSTALL BUT IM HOLDING FOR HOURS FOR SOMETHING THIS SIMPLE. IT IS UNHEARD OF. I KNOW US INDIVIDUALS MADE MISTAKES HAVING TO HAVE THESE DEVICES INSTALLED IN OUR CARS BUT POOR CUSTOMER SERVICE MAKES IT ALMOST JUST AS IMPOSSIBLE TO GET THIS PROCESS OVER WITH AND GET IT OUT. I AM LIVID.

  Business Response

  Date: 02/02/2023

  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. However, I do show we've spoken to this client on 1/6, 1/31, and 2/1 regarding his move to another state. He was advised yesterday to call during the California shop's open hours to set up an appointment for his next service, which is not due until the beginning of March. 

  Someone from the LifeSafer Executive Resolutions Team will be reaching out to you once the California shop is open to see how we can best assist you during this time.

  Business Response

  Date: 02/02/2023

  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. However, I do show we've spoken to this client on 1/6, 1/31, and 2/1 regarding his move to another state. He was advised yesterday to call during the ********** shop's open hours to set up an appointment for his next service, which is not due until the beginning of March. 

  Someone from the LifeSafer Executive Resolutions Team will be reaching out to you once the ********** shop is open to see how we can best assist you during this time.

  Customer Answer

  Date: 02/02/2023

  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,
  
  
  
  ****** ******
  

  Customer Answer

  Date: 02/02/2023

  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.

  Interlock service provided. Tried to contact them in regards to device issue. Requested call back, they called back a week later. Went to have device serviced shop went out of business no communication from Lifesafer on this.
  Tried calling again they place you on hold for over an hour no answer. For a business to be monitoring a court order this extremly unacceptable business practices.

  Business Response

  Date: 02/01/2023

  We apologize for the inconvenience you experienced at your installation appointment. Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can best assist you.

• Initial Complaint

  Date:01/30/2023

  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.

  I was charged 2x for an appointment no show totaling $102.the new place I go to for recalibration said that I should contact you to get my $ reimbursed.he does not charge a no show fee.i was late to 1 appointment,but he told me to stop by anyhow before they closed.

  Business Response

  Date: 01/31/2023

  Our records show only 1 missed appointment fee was charged and that was on 1/13 from missing the 1/7 appointment that was scheduled on 1/6. As stated in our contracts and website, we require 24 hours notice to reschedule or cancel appointments. As a one-time courtesy we will refund the $55 fee as a credit to your LifeSafer account from the 1/13 invoice. 

  I have attached the 1/13 invoice showing the missed appointment charge and the invoice created today giving a credit for the 1/13 missed appointment charge. Please note that there is a $237.41 balance remaining from the services performed on 1/13 and 1/14. We do not allow balances, this should have been paid at the shop the day the services were completed. This balance is due immediately. 

  We will call you today to discuss this further. 

• Initial Complaint

  Date:01/26/2023

  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.

  This company is the worst. They prey on people. I have been calling for weeks and no one answers the phone. I leave voicemails and write emails and no one responds. I need to talk to someone. I’m eligible for early termination but I need a letter from them to send to the dmv. That’s it. But they won’t answer the phone. Don’t know what to do.

  Business Response

  Date: 01/27/2023

  Our phone system shows Ms. **** called and email yesterday evening, we responded by email first thing this morning. We were unable to call back last night due to it being considered "after hours" per our policy for call backs. This complaint is currently being resolved via our online portal and reporting departments. Please allow a few days to process the paperwork with the state. 

  Customer Answer

  Date: 01/27/2023

  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:01/25/2023

  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 acquired their services for an interlock device. I had a final download on 1/18/2023 in which they are supposed to send the date to ** driver services so I can get my license back and they approve me to get machine out and stop charging me money every 2 weeks. KY cabinet has made several requests for the data so they can approve it with no response. I have made SEVERAL calls and portal chats to resolve this matter.

  Business Response

  Date: 01/25/2023

  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. Please know that your final download is being processed, please give us time to complete the process. 

• Initial Complaint

  Date:01/25/2023

  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 have tried reaching out about my incorrect billing to the customer service number numerous times. On 23Jan23 I was told that my account was going to accounting for review. On 24Jan23 I have an outstanding balance of $330. This all originated from my device getting ready to lockout on 18Jan23. My last payment was on 2Dec22 and was made at the ******* ** location. They couldn't send a device in the mail because they told me they were short on devices so I had to drive an hour away to have mine reset. Then she calibrated it to 18Jan23 on 2Dec22 because I told her that was my last day from the DOT. Of course now have an incorrect bill, she doesn't remember calibrating this device to that date, even though I had a witness with on the 2Dec22. Now with no one actually wanting to see the issue on service, incorrect billing, and the fact I have all my bank statements and payment history, my device locked out as I stated it would. I am not going to pay a bill I do not owe. Yesterday I was told it would be around $125. Today it's $330. You can't be behind on a payment because the device won't let you when you have it set up for 30 or 60 days. Today I had my lawyer review all payment history, all the bank statements, and the lease agreement. I am going to press forward on the legal end of this situation. I've read other complaints with them stating they are experiencing a higher call volume. Your 1800 number has been saying the same thing, with the same music since 2020. The employee in ****** caused this issue and I do NOT owe $330. I have proof of every months payment in bank statements. I will be reaching out to a manager on 25Jan23 and they can be directed to my lawyer. I need all phone calls and discussions from 23Jan23 released as well as every customer service agent stated different information yesterday. Absolutely ridiculous. I have no vehicle now until this is resolved. I bet if I was a new customer again though; I would have an install appointment scheduled now!

  Business Response

  Date: 01/25/2023

  Thank you for bringing this to
  our attention; we are looking into this matter and the LifeSafer
  Executive Resolutions Manager will contact you to see how we can make this
  experience a better one. Please allow us 24 hours to research this and reach out to you before taking further action. 

  Customer Answer

  Date: 01/25/2023

  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:01/24/2023

  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 an interlock in my car. Every 45 days I have to come to a shop to have my data downloaded. I pay so that i have 45 days between each appointment, rather than 30 days. This month at 30 days from my last appointment the car locked me out. Not a single employee can tell me why. I worked with a rep to schedule me an appointment to get the device removed as i have had nothing but issues with this company and am over it.
  
  I show up to my appointment and the mechanic states LifeSafer shows I have a $50 balance. I call LifeSafer and the automated phone line states its for a missed appointment on 1/24. I hope on the Life Safer chat to talk to a rep quicker and they state the same thing. I tell them I am currently, physically at my appointment so that isnt right. then they change it to the fee being associated with a lock out fee. I stated again they locked me out of their system on their own at 30 days as I paid for 45 days. Still no one can tell me why. They are refusing the waive to lock out fee that they absolutely can waive, a year ago the car did a similar thing and the fee was waived as it wasn't my fault and this was their error.
  
  ******.B was the rep who refused to help me, listen to me, or try to understand me.
  
  I need a refund AND to be contact by the business

  Business Response

  Date: 01/24/2023

  We understand your frustration, but our call center agents are not trained to read and analyze your reports to be able to tell you why you locked out early. The reason for the early lockout was due to a violation. You incurred a violation on 1/9, which subsequently locked you out on 1/14. 

  Regarding the $50 balance, you were told yesterday by ****** via online chat that the $50 balance was for the override fee you were given to unlock the device for yesterday's appointment. The missed appointment message online was just due to different time zones. The online phone system is Eastern Time, so it was showing that your Mountain Time appointment was in the past, therefore missed. It was never logged missed in your LifeSafer account and you were not charged a missed appointment fee yesterday, only the override code fee and the deinstallation fee. 

   

• Initial Complaint

  Date:01/24/2023

  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 wind shield is cracked completely around the camera

  Business Response

  Date: 01/24/2023

  The device has been installed on this vehicle since 4/12/22, yet I don't see any notes that this has been brought to our attention before now. Has this been brought to the attention of the shop where it was installed?

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After an appointment last Monday at the DMV they let me know I could have been able to get my interlock out in August of '22. On Monday I spent an hour on hold with LifeSafer, and decided to use the callback feature so I wouldn't have to sit on hold. I never received a call back. I have called LifeSafer M-F of last week, for at least an hour everyday, a few days I even spent 2 hours on the phone with no ability to talk to a human. I want to be able to pay my full bill, and to get the information from Lifesafer I need to be able to remove my device, but it is literally impossible without being able to speak to a representative.
  
  Halfway through last week I also started trying to use the chat feature via my phone and my laptop and have not gotten responses that way either. I am at a loss of what to do, and cannot spend all of my time on hold not knowing if I will ever get to talk to someone. Everyday I have the machine in it obviously costs me more money, so everyday without being able to talk to a Lifesafer representative I am having to pay for and use an interlock that I have no legal binding to use.
  
  How do I go about getting this taken care of when I CANNOT get ahold of the company through either of their communication channels??

  Business Response

  Date: 01/24/2023

  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 see ***** was able to speak with someone yesterday and our reporting team is reviewing the client logs for compliance certification. Please allow 48 hours for processing. Once the review is complete, our resolutions manager will contact ***** to advise and schedule a deinstall appointment. 

• Initial Complaint

  Date:01/14/2023

  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 scheduled to have my LifeSafer Ignition Interlock device removed on December 19, 2022. I had my last download on December 16, 2022, and was told LifeSafer would send the compliance report via email, which the Washington State Department of Licensing (DOL) would receive in 4 to 5 days. However, when I spoke to the DOL 5 days later, they still needed to receive the compliance report. I patiently waited for another five days to call again. On December 27, DOL representative ******* informed me the device was to be removed on December 19 and instructed me to have LifeSafer remove it while DOL waited on the compliance report. Days later, to my surprise, I received a notice of suspension of my license due to the removal of the Interlock device. I immediately called DOL and asked if I needed to have the interlock put back on but was told not to reinstall it. They only needed the compliance report. The DOL required me to have the device until December 19, 2022. LifeSafer is refusing to send the compliance report.
  Furthermore, they are nearly impossible to speak to a live representative. After many failed attempts to contact this company, I finally chatted online with a LifeSafer representative who again said they would send the compliance report to DOL and to expect receipt in 4 to 5 days. Yet again, this did not happen. Today, 01/14/2023 is nearly a month beyond DOL's requirement for this device, and DOL still needs to receive the compliance report. I will lose my license in February if they do not receive this report. LifeSafer, please send the compliance report.

  Business Response

  Date: 01/16/2023

  We apologize for any misunderstanding due to receiving incorrect information from DOL. We always advise clients to ensure compliance is on file with DOL before removing the device, in case violations were recorded, which is the case here. Our notes show the LifeSafer technician in Tukwila WA advised ******* when she came for the removal to contact LifeSafer to be certain or get things straightened out, but ******* insisted on removing the device anyhow. Per our reporting team's notes, the client's new EOP 04/07/2023 with no further violations. We will be in contact within 24 hours to further discuss. 

  Customer Answer

  Date: 01/24/2023

  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, reasons for rejection are included below.
  
  
  I please email the forms I need to sign in order to get documentation of my violations. I looked through my email and I was unable to find an email from this company.

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

  Business Response

  Date: 01/24/2023

  I sent another email to ******************** just now. We have now sent 3 emails to the client. The client needs to check their spam or junk folder, as it's the client's responsibility to operate their email or have someone help them with it. 

  I've attached a screenshot showing all of the email from us to the client.