Complaints

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

close

Find a Location

LifeSafer has 123 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/13/2023

  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.

  As of 1/13/23, Lifersafer has refused to charge me the correct amount for service. The unit was in my car for 90 days starting on 10/12/22 and they have charged/billed me for 180 days plus another $200 adjustment fee with no explanation for what its for. They have incorrect dates of 7/11/2022-10/3/22 which is prior to me having the unit installed. I have reached out over 10 times in the last week trying to resolve as the auto installation place will not remove device until Lifesafer says the bill is paid. I was told this afternoon that "Alex" has reviewed my bill and that they will not change dollar amount. I was told I am not able to speak with Alex directly to resolve and correct the billing errors by Lifesafer. At this point, I have paid all fees to the auto installation place but am not able to get device removed because of Lifesafer not correcting the billing. My records show I have paid Lifesafe $757.05.

  Business Response

  Date: 01/17/2023

  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.

• Initial Complaint

  Date:01/13/2023

  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 contacted the company to complain about being charged twice in one day. They stated they'd call back and would look into. This was the beginning of December 2022, after no success in getting a callback or any updates on the inquiry I filed a charge back for the second lower charge. they then charged me for that again a. I again called to try and complain and was unable to contact anyone so I went through the virtual chat. The rep initially told me it was because I didnt pay for November but I showed her I was charged twice in October once at the beginning and again at the end. with bank statements as well as company receipts to prove. once she saw this she stated she would forward the request to accounting and to expect a call back in 3-5 days. today being the 5th day and reaching the end of the bus. day I wanted to try and contact someone before the holiday weekend. I called and after an hour of hold time I was forwarded to a voicemail box so I again tried the chat que, Ericka B*****! She said accounting doesnt call and that no one would call me and that accounting did notate that charges were corrected cause I submitted a chargeback since I didnt pay in November. I again explained I was charged twice in October and she stopped the chat by saying this is what they said and it cant be overturned and provided me with the 800 number again.

  Business Response

  Date: 01/16/2023

  We apologize that you were given the expectation that someone would call you back after the first call, that is not our process. The initial charge on the day of installation was $89.17, which was never paid. That was reduced down to $89.14 when you overpaid another invoice by $.03. When you activated autopay, that past due balance on your account from February was collected on 12/2, then your monthly charge for December was collected as well. On 12/28 we applied the declined charged of $89.14 back to your account as a debit, along with another $25.00 charge for disputed charges. We will be in contact within 24 hours to discuss this further. 

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Life safer has absolutely horrible customer service. I have been calling since last Wednesday…today is Wednesday. Every day I have requested a call back after being put on hold for over an hour. I’ve spent at least 12 hours in the last week calling life safer. I have tried using the chat but during the day they have connection issues. I can only get a hold of them through chat around dinner time. My alternator died so I bought a new battery and alternator. Same thing happened a week later. My car is a 2005 and is made to fit a 130amp watt alternator. I had this alternator tested after failing and it was completely fine. This device is destroying my alternators and battery. I am getting a new alternator tomorrow but the alternator designed for my car cannot handle the device. I have already been charged a lockout fee of around $90. Now that I changed my alternator and will need to change again that will be 2 more lockout fees. Life safer is discriminating against the lower class vehicles who can only afford a 2005 vehicle. I may have to buy a 4th AFTERMARKET alternator just to handle this thing. Thanks a lot life safer as you have been absolutely no help at all. I will go out of my way to steer people towards other companies.

  Business Response

  Date: 01/12/2023

  We’re sorry to hear of any hardships with your LifeSafer device. We want to be able to correct the issue for you, so you can get back up and running with confidence and peace of mind. Someone from our leadership team will be reaching out to you to see how we can best assist you with this going forward. Please give us 24 hours to look into this and contact you. 

• Initial Complaint

  Date:01/10/2023

  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.

  Lifesaver are leaches towards people already in despair with legal issues. They take advantage of these people including myself. Their equipment is junk, they do not refund for violation resets due to eating donuts, they do not provide refunds or credit for payments paid forward either. They seem to think they are above the law because they work hand in hand with the law. I was paid forward till February 6 and my case was dismissed January 6. Upon request for refund, I was denied for the 28 days paid ahead. This is sickening.

  Business Response

  Date: 01/10/2023

  We cannot refund resets for fails, as this is not a device issue and requires us of our system to reset your device. Understandably, we must charge for the service you/your device required based on your state's regulations. Keep in mind, we do not set the standards for when the device is required to get service in these "violation" scenarios, these are determined by the state regulations. This is standard practice for interlock companies, as we cannot perform services for free. We do not charge fees when it's determined to be a device issue.

  Only the client has access to their DMV/court records to know when the device can be removed. We will adjust the number of days added to the device and paid for, provided the client advises the service center of this at the time of service. Due to the time it takes to issue refunds, we cannot issue refunds when the client fails to advise us they don't need a full 60 days added to their device as the time of service. In the contract LifeSafer clients sign, this is addressed multiple times. The contract state, "The Client acknowledges that all fees, charges, or other amounts due from the Client under this Agreement shall be fully earned by Service Provider when payable by the Client hereunder and shall not be refundable under any circumstance" and "The Client acknowledges and agrees that there are no refunds for any payments charged to the Client's Card under this Agreement." 

   

  
  

• Initial Complaint

  Date:01/08/2023

  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.

  I have been trying to reach LifeSafer customer service for 48 hrs. And NO One answers the phone. I have left 4 voice messages, 2 texts and one email with no return call. The recording starts out saying your wait time is less than 2 minutes. Each time I am on hold over 1.5 hrs. And then get disconnected. This is an urgent issue I am trying to get resolved but there is no help at all. The “Live Chat” is disabled. Can you please assist? I have spent more than 6 hrs. In the past two days with no response. Thank you.

  Business Response

  Date: 01/09/2023

  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. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time. Unfortunately, our online chat is only available Mon - Fri 8:00 AM to 6:00 PM Eastern Time. I do show that you were contacted today and taken care of. 

• Initial Complaint

  Date:01/07/2023

  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.

  I have had a life safer Interlock in my vehicle for 2 years. My requirements are up this month. I am not allowed to lose power to my vehicle for more than 1 minute or it is a violation and it will lock me out of my vehicle. I have called 15 times a day for 6 days I have left messages I have emailed them I have got nothing in return, not one call. I have 3 days to get my system reset. I have a video of me changing out the battery terminals and you can see one is broken I tried to rectify this through them to let them know this was going to happen no one would answer the phone I could not wait any longer. I finally moved forward and repaired my vehicle. This kind of substandard practice could cost me my license. Cost me my business. Cost me my livelihood.

  Business Response

  Date: 01/09/2023

  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 show that we spoke to you on 12/30, then there were no other calls from your number until 1/3. We attempted to call you back on 1/3, the phone rang twice, then the line went silent. We tried to reach you again on 1/5 and 1/9, but on both occasions you didn't answer and your voicemail box was full. 

  I do show that we were able to speak with you today and scheduled an appointment for today. We also placed a $35 credit on your account for the inconvenience when trying to reach us this past week. 

• Initial Complaint

  Date:01/06/2023

  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.

  No one answers the phone!!! For the last 48 hours I as well as an auto body shop has been trying to get a lockout code so they can perform very important repairs to my vehicle. We have collectively spent 6+ hours trying to get someone to answer the phone and it’s like no one works in their customer service center. I waited on hold 3x yesterday for an hour each, at which time it forces you to leave a message, I did, and 24+ hours later, no call was returned. Today I spent an additional 2 hours to no avail. My mechanic has been calling the handset service line repeatedly yesterday and today and have been unable to get anyone on the line. They also wait hours at a time. This is ridiculous!!
  
  I need to have my vehicle for work and they are actively holding that up, by not performing the services I pay monthly for.

  Business Response

  Date: 01/09/2023

  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 were provided with the Mechanic Affidavit information on Friday, please know that it is a 24-48 hour process from the time we receive the affidavit from your repair shop. 

  Customer Answer

  Date: 01/09/2023

  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:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the device installed on 12/15. On 12/24 I went to start my car and had service and lock out errors. I called customer service and they said I needed to pay for another device (even though I had just gotten it installed the week before). I paid again and it is now 1/6 and I still don't have my replacement. I have called and online chatted several times and did end up with a UPS tracking number today. I tracked using that number and the label has been created but hasn't shipped. It has now been almost two weeks of having my car parked and unable to drive. The customer service person today said they were not shipping until 12/27, which is fine but shipping from Grimes, IA to somewhere not even an hour away by car shouldn't take even a week. I am beyond frustrated.

  Business Response

  Date: 01/09/2023

  We apologize for the delay, but it was on the UPS side of things and out of our control. Per UPS tracking, the device was "Shipped / Billed On 12/28/2022" and was simply waiting on UPS to deliver. We do show the device was delivered today at 9:05 A.M. at Front Door. 

• Initial Complaint

  Date:01/04/2023

  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 was locked out of my truck due to a dead battery. Never had a issue with the battery before I had this device installed. Now I have to pay 100 today 1/4/22, for a reset and I didn't have any control over the issue. This company and the judicial system are taking advantage of the people who are trying to make a better life and good choices and instead of making progress we are being beat down by this company taking advantage by knowing we cannot go anywhere else or ask for a refund because we are ordered by the court's to have it. My daughter had a baby and I could not go to her and being controlled like I am a fugitive. This is a order from 2008. In order to speak with a human you have to wait for an hour or more. They have you and you can't do anything about it. I was quoted one price and every time I go to the app it gives me a different quote and payment schedule. I'm walking around dumbfounded because of the way I am being treated. Lucky that I am not on probation and getting violated. People are getting their lives interrupted because of this whole situation with false positive results. I've never had to pay for unsatisfactory service before. If anyone else is being treated like this please file your complaint.

  Business Response

  Date: 01/09/2023

  Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off.  For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, or a battery used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly.  If your alternator is not fully charging the battery when the vehicle is in use, battery problems can result. Check your vehicle user manual to determine how much amperage is being used on a baseline for your vehicle. Your authorized service provider will be able to test your battery and ensure it is capable of handling the total load. For more advice about interlocks and batteries, please read: ****************************************************************************
  
  I do show that we applied a $75 credit to your LifeSafer account on 1/6, so your desired settlement has been met.

  Customer Answer

  Date: 01/10/2023

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

  The $75 that they took out of my account they put on my lifesaver account not back in my bank account. I also have a printout on the website belonging to them which shows that they took out money three times in one day. When they were only given permission to take out $47 for the two week payment. They took out 62,62,57. I understand when you sign up for auto pay. But I also understand the law that states that you are not to do anything without the permission of the customer and I did not get permission to take out money three times. This company has been doing this to others for a long time. They're not even raided with the BBB.

  
  

  Business Response

  Date: 01/10/2023

  Your desired settlement on this BBB complaint stated, "I only want reimbursement 75.00 for the reset" so I thought the credit on your account was satisfactory. Now that I know you want an actual refund, I have refunded $79.50 back to the card ending 8990 and removed the $75 credit from the LifeSafer account. You should be receiving an email from the credit card system for that. Please know that this had to be accomplished through 2 transactions because we can only refund amounts made to us and none of your payments were $79.50 each.

  Regarding your claim that we took out $62, $62, and $57 in one day, our credit card system shows that only a $62.50 (for the reset) taken on 1/4 and a $57.69 payment (for the 14-day autopay) was taken on 1/5. We will be contacting you so that you can provide proof of another payment and we'll address that. I believe you may have received a duplicate email only for the $62 you're claiming. 

   

  Customer Answer

  Date: 01/11/2023

  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: 01/12/2023

  I have since been in contact with them and I feel that the issue has been resolved. Thank you for your time. 

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/31/22 I had Mobile Music install a IID in my vehicle after making a deal with life saver. They promised me they would price match intoxilock and give me a $30 credit and wave the fee of reporting my device installation to the DOL. Along with lowering their month charge to $84. A month out the door for unit fee and all other fees combined. Mobile Music told me Life Saver lies after installing the device. Derek  D the installer also said life saver was going bankrupt so they will rip you off and not follow the contract I signed. Which was not the $84 a month I was promised it was for $420. Which they also did not stick to. They charged me $128.53 for Sept. $99.98 for October $123.06 plus a fee of $116.02 for a bunch of double charges I already paid for so ce I pay in full on time every month. I yelled at life saver and they dropped the charge to $78. And made me pay it. Plus the shop fees. I paid $108. For December. Then on 12/18/22 My husband blew in the unit to start the car and it said Pass 2 minutes later it said blow so he did and it said fail and counted down for 2 minutes said blow so he did and it says Pass. Now it goes in lock out 0n the 23rd so I have to pay to have it rest for $25. Along with a $75 dollar fee to life saver for the faulty device not working right. There is never any alcohol or hand sanitizer and we don't wear perfume or calone so the device shouldn't give you a pass fail pass all in a 4 minute period!!! Totally doesn't work!!! My husband only drank water and at 9:40am the unit faultyness is costing me another $100. My husband and I are both afraid to drive the car now and we are fined and repeating a month if you don't. They promised one thing just to get you to install it then brake the contract and then brake it again and then Mobile Music took away my $30 credit from life saver said I didn't deserve one. Both places lie and double charge life saver still refuse to let me speak to Billing department to try and fix charges.

  Business Response

  Date: 12/20/2022

  Our records show that LifeSafer monthly fees (monitoring and reporting fees) are set at $82 plus tax per 30 days. The difference in pricing seen by the client is the optional Loss Protection Plan that they opted in to when completing their installation paperwork during installation, plus the Washington DOL fee of $21 per month. Intoxalock's fees did not include that WA DOL fee either, so we matched the pricing evenly. The client also received the $30 waived administrative fee, as promised, the shop has no way of removing that credit. The reason the 11/1 invoice attached to this complaint was showing 90 days of charges is because the autopay that was set up during enrollment was unable to run the night of installation due to being declined. So, at the next monitoring appointment on 11/1, the previous 60 days, plus the upcoming 30 days added to the device were all invoiced. 

  Regarding the fail reading in December, all interlock devices will read a fail from any source of ethanol alcohol, whether it be beer, liquor, or wine or from another source such as windshield washer fluid, hand sanitizer, energy drinks, fresh yeast products, fruit/fruit drinks, air freshener, etc. This is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the LifeSafer ignition interlock is fulfilling its purpose. The client's particular state's setting determine whether or not the device will need to be brought in for service early, this is not LifeSafer's rule, but we do have to charge for any service performed. We advise in our training manuals and training videos when our clients install the device - to be mindful of testing right after eating, drinking, using mouthwash, etc., as doing this can potentially register a fail and will require the device to be reset.

  Someone from the LifeSafer leadership team will be reaching out to the client to see how we can best assist you with this going forward.