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:12/17/2022

  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.

  Iv had a interlock installed by lifesafer and lifersafer never reported any paperwork to the dmv and I never received credit towards my suspension. The dmv said the paperwork done on lifesafers end was not legable . I was never informed of this . Under the impression that I am receiving credit and paying the monthly fees of 150 ball park for 7 months . None of the reps have been helpful which led me to file a complaint with the bbb attorney generals office . And involving a attorney for guidance

  Business Response

  Date: 12/19/2022

  When we contacted ******* today, they advised us that the paperwork they received from us is acceptable and valid, but they are missing another requirement from you, unrelated to the interlock. To protect your privacy, we are not stating here what that is, but ******* will be able to advise you of that when they contact your. I show LifeSafer's Pennsylvania Manager contacted you via text today with this information as well due to your voicemail box being full. 

  We believe we have met our requirements for this and this complaint should be closed as resolved. 

• Initial Complaint

  Date:12/13/2022

  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 little assistance. Non exist ant customer service. I am basically held without a car because of their error.
  
  When brought up, placed on hold with zero resolution.

  Business Response

  Date: 12/19/2022

  We're sorry you had issues with your device and getting assistance. I show that you were able to get your vehicle started and your device was exchanged on 12/16.

• Initial Complaint

  Date:12/13/2022

  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.

  First off a few days after install the machine quit working. I had to miss a day at work. Losing out on almost 200 dollars. Would like to see that money back. I had to get it back to the shop to get something replaced. Lifesafer just took 105 dollars out of my account today. Don't know why. I got my machine installed on the 28th of November and paid then for this month. Ive tried calling numerous times to get no answer. The recording says that they are having a higher then usual call volume. I waited on hold for over an hour. I called back waited for sometime then pressed 8 to get them to call me back with no response yet again. Customer service from lifesafer feels non existent. There's got to be someway to get some resolution in some sort of timely manner.

  Business Response

  Date: 12/19/2022

  I show that we gave you a $64.99 credit on 12/14, I believe this was to compensate for the extra trip to the shop after installation. 

  As far as the payment, you are on 14-day autopay increments, so the first payment on 11/28 paid you out to 12/12. On 12/12, the next 14-day autopay withdrew, plus 2 ********** state fees of $21.00 each for the months of November and December. To further clarify, the November state fee hadn't yet been charged and this is the first payment in December. We did refund one excess charge of $3.00 found today back to your LifeSafer account as well. You currently have a $68.24 credit on your account. I will be contacting you within 24 hours to further discuss and address any additional concerns.

• Initial Complaint

  Date:11/26/2022

  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 had the interlock installed on my vehicle for 7 months now with constant issues. The installation dislodged the adjacent power steering line causing it to rupture from resting on the exhaust manifold under the hood. This repair cost me nearly $500 out of my pocket to replace. When I first called I was told that it would be looked into. They denied that they went under the hood for the installation when clearly they did. The technician cut the starter wire on the wiring harness on my ******** engine to interupt the starter signal. I still do not have resolution for that. The other issue ongoing is the device does not recognize that my car is running after I've started it. It requires me to blow into the handset every 3 minutes while driving. I was told that there wasn't enough voltage on the signal wire when the electric cooling fans are running and there was nothing they could do about it. If I'm lucky I can get it to recognize the car is running if I turn everything off inside the car, but that doesn't always work. Distracted Driving at its finest! I've had the unit replaced, rebooted, and reset many times! I drive hundreds of miles every week and I've reached my breaking point! Today was the last straw when it somehow recorded a violation for some unknown reason, and I have to take it in to get reset. I've also been stranded several times while out of town and on hold for long periods of time waiting for customer service. I'm trying to be patient with the situation but I am not at all happy with the device or the company.

  Business Response

  Date: 11/28/2022

  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 resolve your issues.  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. 

• Initial Complaint

  Date:11/06/2022

  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.

  This company has multiple times cancled appointments on the day they had made without notice causing a lock out of my device and costing me hundreds of dollars to fix the issue. I am being forced by law to use them and I am very unhappy with the results.

  Business Response

  Date: 11/07/2022

  We apologize for any misunderstandings with your appointments. We do our best to give advanced notice when a shop must close, but every once in a while, an emergency happens that doesn't allow that. I do see that you spoke to a manager yesterday and the most recent appointment was a misunderstanding on your part regarding location.

  The LifeSafer Executive Resolutions Manager is looking into your situation and will be in contact you to see how we can make this experience a better one.

• Initial Complaint

  Date:10/25/2022

  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.

  Lifesafer is required by law to report to the DMV about my service report every 30 days.
  
  I recieved a notice from DMV on 10/23/22 that they failed to fill my report and that I had 10 days to get the device serviced.
  
  I reached out to Lifesafer about the issue and they told me I needed to contact reporting. They see I just had a service on fill and they weren't sure why reporting hadn't reported. When you call reporting you get a voice mailbox and to leave a message. I left a message that I needed this issue resolved as I only have until the 27th to get the issue fixed.
  
  I called DMV and the confirmed no report was sent to them. Failure to have Lifesafer send the report will result in my license being suspended and me being kicked out of the interlock program.
  
  I then started a chat asking to talk with a manager because I fear just leaving a voice-mail on a mailbox won't get answered in time. The chat person informed me there was no way for me to contact anyone at lifesafer and that I would need to wait.
  
  The reporting agent called me back and informed me they had just looked at my account and see there was an error while sending the report. Apparently they didn't have a registration or Vin number on file. I had to file this information to get the device installed in my car. While they didn't know my Vin info they somehow know my truck infi and that it's red. I was told they would send the report with in 24 hours and I would recieve a confirmation receipt the report was sent. I provided the registration info again to process.
  
  Over 24 hours later and I still have not recieved the receipt confirmation. I called and the service technician, Lauren, had to reach out to the reporting team and she informed me they are still having the issue and can't get it sent to dmv and that they would reach out when they are available to do so. She said she could send me to the reporting agent. I said yes and was sent to a voice mailbox.
  
  I just want to talk with someone handling.

  Business Response

  Date: 10/26/2022

  We apologize for the data transmission issue. As of 10/25, the report from 10/17/2022 has been sent to ******** MVA. ** ****** should call the MVA or his case manager to ensure the reports were processed on their end. 

  Customer Answer

  Date: 10/26/2022

  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. 
  

   

  Life safer reached out moments after I made this complaint. The main issue is the lack of communication. This complaint could have been avoided with better contact.

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

• Initial Complaint

  Date:10/17/2022

  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.

  Installed 1 week ago. Took all day. Went to pick it up. Not working. Had to replace 1st device. Another 3 hours. Installer was really bad. No communication. Went to start it tonight and locked out w violation even though i have not driven it. Called. Took 20 min to get someone. And they said i have to call back tomorrow and pay for override code or tow to have the unit fixed. Said dmv reporting was my problem and could not even tell me how long the lockout was. Could not provide me a contact for DMV/State reporting. On top of it lady was rude and unhelpful. ********. Kept interrupting and gave no guidance except to read the manual.
  Also had to pay more for install then what was quoted originally and when they say “they are everywhere” only 1 installer within 30min in Miami. And of course esl.
  
  I will be writing the BBB, my local and state reps.
  
  This is a govt regulated provider. And their equipment does not work. Will be seeing who at state level oversees and greenlights the contract.
  
  I advise anyone having issues to write their local and state rep and lobby the vendor to be removed as an approved state contractor. I just dont feel like they take this situation seriously & are willing to jeopardize my good standing to make a buck.
  
  Willing to seek legal recourse as I take this court order stipulation VERY seriously. Does not appear the state regulated entity does.
  
  Acceptable Solution:
  The device needs to work.
  Violation(s) need removal
  Confirmation of report to DMV provided w correction
  Charges for override covered
  Overcharges for install covered
  Customer service available for lockouts & helpful

  Business Response

  Date: 10/24/2022

  We apologize for the inconvenience when you initially went to your installation appointment, and for any unpleasantries experienced with our LifeSafer Customer Support Center. Please know that we are looking into this and will provide the necessary coaching internally. 

  Thank you for speaking with ******** last week to resolved your concerns. Please reach out to her if there are any remaining concerns. 

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a lifesafer ignition interlock device installed in my car for a little under one month. The company branch in ************ is unreachable by phone at times even if you call during their business hours. The mechanics they employee are rude. I have had to pay $40 in mechanic fees already due to a malfunctioning camera installed in my car that kept recording violations. The camera has been replaced but the mechanic they use refused to clear the device of violations because he wasn't told to do that by the Lifesafer ************ office. I tried to reach them by phone during business hours but it goes straight to voicemail and doesn't even ring.

  Business Response

  Date: 10/14/2022

  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: 10/14/2022

  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:10/05/2022

  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.

  on 3/17/2022 lifesafer installed a ignition lock in my car which was court ordered in henderson nevada municipal court for the duration of 185 days, on 10/4/ 2022 i contacted lifesafer , my client id # is *********** in regards to tell them that on october 31, 2022 my sentence of 185 days is done wiith and that i would like to schedule a DISCONNECT DEVICE FROM CAR appointment, in turn which they said that i need to furnish them with court documents which proves my 185 days is done and that i can remove device , i sent the proof to 2 emails at lifersafer 1 **************************** and 2 **********************************  which clearly states by the henderson municipal court that im allowed to disconnect device, from there i got nothing but the rude run around , i dont know if this is a tactic they use on all customers to keep charging them monthly fees and delaying the disconeect process or what but what there doing is WRONG , it was easy getting the device installed but now there giving me the run around to get it removed ???? i, asking BBB to help me resolve this issue with lifesafer so on or around november 1 2022 i can have the device removed !! the dmv of nevada is reinstating and giving me my full drivers license back on october 31 , 2022 which is also proof that my 185 days is over but lifesafer was still giving me a hard time.

  Business Response

  Date: 10/07/2022

  We apologize for any misunderstanding. Based on information given to us during his enrollment, Mr. ************ account was set up as a Clark County DUI Court requirement, which requires strict adherence to certain processes, such as documentation before we're allowed to remove the device. We determined on Wednesday that he is not part of that specialty court program and only needs DMV approval for removal of the device. Mr. ********** has been contacted about this and his removal appointment has been scheduled.

   

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18171167, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Thomas Cammilleri
  

• Initial Complaint

  Date:10/03/2022

  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.

  My husband had an appointment with this company for an interlock device, prior to his appointment time the device locked stating that he had missed his appointment. his appointment was on 9/30/2022 at 10:30 a.m. the device was locked at 0800 9/30/2022 when we attempted to leave for this appointment. We live two hours from where the appointment was to occur. The business does not open until 0900, which would not have given us adequate time to make it to the appointment to deal with whatever problem the machine had. We arrived at the appointment at 10:10 a.m. (still before the appointment time) in different vehicle with the device, we were told to call LifeSafer company- which my husband had. multiple times before we left and could not reach a live person only automated caller stating we had missed our appointment (which we had not yet). After failing another phone calls to reach staff, he emailed, I will attach the screen shots of those emails. He was informed that we would have to eat a cost of towing our vehicle to a business 2 hours away for an error which the company could not account for or explain. This is not acceptable. My husband is in recovery from drugs and alcohol and is trying to do what is right. This obstacle is more than just about money, this company works as a tool for people in addiction trying to get out. This situation is a major barrier for that, and I don't want it to happen to anyone else. We ask that the tow company fine be paid, and to find out what exactly happened in detail to us.

  Business Response

  Date: 10/04/2022

  Mrs. ******* is not authorized on Mr. ********* account, so we are unable to discuss any details regarding his particular situation. What can be stated is that when a device is in early recall, it will warn a client for 5 days before locking out for a violation. LifeSafer is not notified if a device is in early recall, as all device information is stored on the device until it is brought in for service. Therefore, we are unable to notify a client when this will happen and cannot provide any details about that recall until the device is serviced. 

  We will reach out to Mr. J****** to discuss his concerns and do our best to resolve his concerns.