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

  321 W 5th Street Waterloo, IA 50701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  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 as cheap as it is is the worst and has left myself and my 3 year old daughter on the side of the road because of there faulty device. These people dont pay lobbyist for any of this they take private investors and steal from the AMERICAN PUBLIC . This product is from China and is owned by ***** and the call center is managed in some Cheap MEXICAN OFFICE. For the last 2 days I have been on the phone trying to contact them. 6 hours on the phone waiting this is absolutely insanity and I will be writing the Governors office and The circuit courts

  Business Response

  Date: 03/07/2025

  We understand the frustration with the device violation settings, but those are determined by the state laws and regulations, not the interlock companies. Clients are responsible for knowing their state's regulations and ensuring they don't violate them. Interlock devices give clients several days of warning before locking out, so it should never be a surprise.

  Regarding the statements made about our device and call center, these are simply untrue. Our devices are made in and our call center is located in Cincinnati, OH. 

  The LifeSafer's Resolutions Manager will be in touch with *** ******* shortly. 

• Initial Complaint

  Date:03/05/2025

  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 device installed on my car and for a month now my device is malfunctioning. The interlock is on even when the car is turned out.
  I have been stranded 3 times at night. I have been in unsafe locations because of lifesafer.
  The staff hangs up on you. They just answered and it’s the same lady ever every night eleven,
  I have to wait on hold for over 1:20 every time I call. On hold now. 57 mins. Come on hire more people.
  Where I got the device installed said you purposely make out devices malfunction to get money.
  I have that on a recording. My device gets frozen and stuck on an alcohol. Stuck on a blow screen with checks marks. Car is turned off and zi sm not in it,
  The support answered after 45 mins and said computer are down and sent me to a VM.
  Meanwhile, I am stranded in the dark on the highway with a baby at 10pm
  This company needs sued for putting me in danger and sending you to VM

  Business Response

  Date: 03/06/2025

  The screen shown on the device is just one of several menu options. If a client scrolls and ends up on this screen, they simply need to hit the button under the checkmark on the screen to choose that menu option -- in this case the alcohol test -- and the device would then request the test.
  
  We apologize for the long wait times and inconvenience due to that. The LifeSafer Resolutions Manager will be in touch with *** ***** shortly to try to resolve this and any other issues. 

• Initial Complaint

  Date:03/05/2025

  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 occurred on 03/03/25. I paid $70.80. LifeSafer is supposed to be applying my financial assistance that I have been approved for and should be receiving so that what I pay is less than what LifeSafer charges in monthly charges to have the device that I have from them in my vehicle and have it calibrated every month. The Department of Licensing in ********** state has approved this and LifeSafer is supposed to be applying it to my account. When I went in to get it calibrated the auto body shop informed me that LifeSafer changed the way that this is applied to my account. In the past the body shop applied it to my account and that's how it has been done but that LifeSafer changed that to where they are they ones that have to apply it, not the body shop. They told me that LIfeSafer hadn't done that yet so my financial assistance isn't being applied and I would have to pay the full price of $70.80. I don't know why LifeSafer changed that. I tried to get ahold of LifeSafer that day before I left to see if there was anything that could be done that day but I was on hold for over an hour and had to go about my day. I reluctantly paid what I had to because I couldn't wait there all day. This is the second time this has happened where LifeSafer didn't apply this financial assistance. I would like a credit for the amount that I paid and assurance that this isn't going to happen again. The first time it happened LifeSafer said that there was nothing they could do in terms of a credit and now it's happened again. I am sure their company is able to do something but trying to get a hold of them either on their customer service line or their chat option through their website is almost impossible because of the long wait times.

  Business Response

  Date: 03/06/2025

  We apologize for any confusion on the shop's part regarding how these financial assistance payments need to be handled. We are reviewing this with the department who handles financial assistance and will be in touch with *** ** ** ***** to discuss further. 

• Initial Complaint

  Date:03/05/2025

  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.

  On 2/20/2025 I was over charged for my February calibration by double. I am a indigent client and have been paying $70.13 for each month with reduced amount. In February I was charged $146.70 . I was told I would be under reduced program throughout my mandatory 8 months left . I have exhausted every option of contact and am hoping you guys can help. The online chat has been down for over a week. The automatic phone line gives no option to speak with live agent. I thank you very much for all assistance in contacting lifesafer, I am extremely budgeted on a disability check and need this addressed before I have to pay again.

  Business Response

  Date: 03/05/2025

  We called and emailed *** ******* on 12/9/24 after receiving her financial assistance paperwork to advise her that her assistance would only be valid for a short time. We advised that the proof of assistance document, her SNAP benefits only went through 1/31, meaning the interlock financial assistance would also only be valid through that date. The voicemail we left (at the same number given in this complaint) advised the assistance would still be in effect for the next month, but after that we would need new proof of state assistance. We emailed *** ******* again on 1/13 and 2/11 to advise the same thing. Clients must be aware providing proof is their responsibility. 

  Interlock financial assistance is not retroactive, so the month of February that was already charged cannot be discounted or refunded after the fact and the only way she will get the discount this month is by proving she is still receiving financial assistance from the state. This proof needs to be sent to indigent.support@scramsyste***com, just as it was previously. Also, the LifeSafer Resolutions Manager will be in touch with *** *******  shortly.

  Customer Answer

  Date: 03/12/2025

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

  Thank you for all your help. Life safer has completely handled my situation and I am grateful for you guys thanks so much ***** ******* 
  
  

• Initial Complaint

  Date:03/03/2025

  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 dealt with lifesaver for the last year. This company has charged me thousands of dollars in extra fees because I didn’t hear the beepthis or that never once did I fell for alcohol or anything here I am with a week to go and over the weekend, it tells that I’m locked out of my device because the activity log is full. That has nothing to do with me that has everything to do with this company therefore I had to sit on the phone for anhour and a half last night waiting for them to talk to me so they could give me a code this morning before I went to and had to bring my shop to the truck to get recalibrated so I get to the shop. Nobody shows up here at ******** shop and ****** ************. They said the guy was supposed to come at while he wasn’t here at noon. I came after work at 4 o’clock and I’ve been sitting here and is now 6 o’clock. There are fourother people waiting for their devices to be calibrated and Nobody at the shop that lifesaver has is here to calibrate our devices and then when you call lifesaver you’re placed on hold for hours the way to get a hold of them is email. So here I am without a vehicle again having to pay an Uber to take me home and everything else this is selling. Unacceptable with thiscompany needs shut down.

  Business Response

  Date: 03/04/2025

  We apologize for the inconvenience of the technician not being present for the 8:30 AM appointment yesterday. The technician at the shop said *** ******** mother came in shortly after *** ****** left his truck and advised she would be picking up from work around 6:00 or 6:30 PM would be back after that to get the truck. We take responsibility for the morning incident, but were misinformed regarding when they would be back later, leading to the evening delay.

  Regarding fees for missing tests, device settings are determined by state and local regulations, not the interlock companies. If your state considers something a violation, requiring the device to be reset by your interlock company, there will be a fee for that service we provide. Since settings vary from jurisdiction to jurisdiction, clients are responsible for knowing their particular settings to ensure they're not violating their terms. If there is ever a device issue, LifeSafer will not charge clients for that. 

  The LifeSafer Resolutions Manager will be reaching out to *** ****** to discuss this further. 

• Initial Complaint

  Date:02/28/2025

  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.

  This is now the second time I’ve had to reach out about this company. It’s the biggest racket I’ve ever seen. I was at my last monitoring appointment for my IID on Feb 26, 2025 at **** auto sound in ******** ** at 12:30pm and I received a voicemail today claiming I never went to the appointment and they are trying to add more months to my violation. This is my last month and I’ve had 0 issues up until now and have done the same process every time in regard to getting my device reset monthly. Now that I’m nearing the end of my violation, this company is going anything and everything to try and keep this device in my car. I’ve reached out to a lead member of their customer service team and have sat on hold for a combined total of 17 hours and am still waiting for a response. I need this company to be held accountable considering when they initially installed the device, they did it incorrectly and told me it was “user error.” After 2 months of getting second opinions, we eventually realized that LifeSafer did not install the device correctly and as a result, the battery in my car is shot after 6 months of owning the vehicle. I have 0 faith in this company’s ability to do right by their customers which is why I’m seeking help from the BBB.
  
  Thank you.

  Business Response

  Date: 02/28/2025

  We are taking these concerns very seriously. This is being addressed with LifeSafer management, and someone from that team will be in contact with *** ******* to see how we can assist. 

  Customer Answer

  Date: 03/07/2025

  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:02/25/2025

  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’ve never had any mechanical issues with my truck before and since I’ve put this device in my truck, I have had to replace two batteriesto alternators two starters couple of fuses and now my truck will not start. This machine is not compatible with my vehicle and causes me lots of problems money

  Business Response

  Date: 02/25/2025

  We will need invoices and receipts showing these purchases and a diagnosis from a mechanic stating the device was the cause if there is one. If a mechanic has not diagnosed the vehicle, we will need to set an appointment with one of our technicians to do so. The LifeSafer Resolutions Manager will be sending an email, so *** ******* to send the requested documentation, or it may be attached to a reply on this BBB complaint. 

  Customer Answer

  Date: 03/04/2025

  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.

  
  

  They are still reviewing my case and have not decided on what to do yet. I need more time before I can give you an answer if they were able to resolve my issue or not.
  

  
  

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

  Business Response

  Date: 03/05/2025

  We have advised *** ******* that according to the Lifesafer technician who has been assisting him with his issues, the vehicle issues he is experiencing are not related to the interlock device. The vehicle issues *** ******* has been experiencing are due to normal wear and tear caused over time. Therefore, no reimbursement for these repairs are due at this time. We have also advised *** ******* that he is welcome to get a second opinion either from a different Lifesafer Service Center, or a mechanic of his choice, and we can assist with either option if needed. 

  Customer Answer

  Date: 03/06/2025

  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.

  
  

  
  

  They did not even look at my truck or have a mechanic look at it! They are making their decision on the word of a car stereo installer not a mechanic! They are denying my claim and not doing anything! Please continue with the complaint and add poor customer service please! Thank you! Guess I need a lawyer now!
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/11/2025

  We have advised *** ******* that he is welcome to get a second opinion by either a different Lifesafer Service Center, or a mechanic of his choice. *** ******* has our agent's direct contact information and has been advised to request assistance with either option when he is ready.

  Customer Answer

  Date: 03/12/2025

  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.

  
  

  
  

  They will not get a mechanic to look at my truck, they are basing their decision on the word of a car stereo installer, they will not help me or resolve any of my issues, they have the worst customer service and they take over a hour to answer the phone! As I said before 
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/12/2025

  We have advised *** ******* to contact the agent who was assisting him directly if he'd like to schedule another wiring/interlock inspection either at the Lifesafer Service Center you frequent or any other Lifesafer Service Center of his choice. He was advised of this on 3/5/2025 while on a call with the agent assisting him, as well as on an email sent after the call on that same date. *** ******* can respond to this email when he is ready to schedule this inspection. 

  Customer Answer

  Date: 03/13/2025

  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.

  
  

  
  

  They will no longer do anything, your wasting time with them! They are a terrible business! They are only in business because of court orders! The public needs to know not to do business with them! Even my lawyer said they are the worse business in the industry and that I need to get the judge to allow me to switch companies!
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/13/2025

  The Lifesafer agent assisting with client's request has sent another email to *** ******* and is waiting for a response. *** ******* has been advised of the options available and we can only move forward once he agrees to one. Again, if *** ******* chooses to have another Lifesafer Service Center inspect the wiring and device, we need to confirm his availability in order to coordinate with the Service Center. 

  Customer Answer

  Date: 03/14/2025

  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.

  
  

  
  

  
  
  
  They said that will not help me, they are basing their decision on the word of a car stereo installer and not a mechanic, they are protected by the court system and think they do not have to give customer service. They don’t even answer their phones. The public needs to know that these are the worst people in the industry I was told by my lawyer not to do business with these people, but it’s too late now their device is damaging all the electrical system in my truck and will not have a mechanic look at it or help me
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/14/2025

  The agent assisting *** ******* is still waiting on his response. *** ******* has been advised of the options available and we can only move forward once he agrees to one. Again, if *** ******* chooses to have another Lifesafer Service Center inspect the wiring and device, we need to confirm his availability in order to coordinate with the Service Center. 

• Initial Complaint

  Date:02/23/2025

  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 am writing to formally request reimbursement for expenses incurred due to a malfunction of the LifeSafer Ignition Interlock device installed in my **** *** ******. On February 5, 2025, while driving to work on **** *****, my vehicle suddenly shut off, nearly causing an accident on the freeway. As a result, I had to have my truck towed to ******* Auto Repair, where I paid a towing fee of $253.00 and a repair bill of $143.00.
  
  Upon inspection, ******* Auto Repair determined that the issue was caused by the LifeSafer device malfunctioning. I contacted LifeSafer customer service to report the problem, and I also reached out to the shop that originally installed the device, On 02-16-2025 ***** **** ***. They agreed to inspect the unit and either test or replace it. However, since my vehicle had stalled two miles from ******* Auto Repair, it had to be towed again. ***** **** *** charged me $450.00, which included the towing fee and an after-hours service call on a Sunday, as they were trying to assist me in getting back on the road.
  
  ***** **** *** ultimately determined that the issue was caused by a faulty LifeSafer handset, which they replaced. Since the device’s malfunction was the direct cause of these expenses, I am requesting full reimbursement for the total amount of $846.00 ($253.00 + $143.00 + $450.00).
  
  I have already attempted to resolve this issue through LifeSafer customer service but have been continuously given the runaround. This situation was entirely beyond my control, and I believe it is only fair that I be reimbursed for the costs I incurred due to your product’s failure.
  
  I would appreciate a prompt resolution to this matter. Please let me know how to proceed with submitting any necessary documentation to process my reimbursement. I look forward to your response as soon as possible.
  
  Thank you for your time and assistance.

  Business Response

  Date: 02/24/2025

  We appreciate *** ***** making us aware of his concerns. Please note, the interlock device only affects the starting function and has no ability to shut the vehicle down, so it is rare that the device can be the cause of this sort of claim. This concern is being escalated to our technical experts and the Client Resolution Manager will be reaching out to *** ***** via email to get documentation to help further make a determination.

• Initial Complaint

  Date:02/21/2025

  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.

  Well I was ordered to put in *** device in my car for the court and I chose lifesaver and ever since I've put it in for more than 4 months now anytime I've had a problem, which there have been multiple, it is absolutely impossible to get any type of customer service or any person or any reply back from the lifesaver company no matter what I do, the mechanic installed it wrong in the first month I had to go back once or twice a week to get it reprogrammed and lifesaver charged me $100 to $75 each time even though it was their equipment not working right , and now I currently owe them $500 , so when I reprogram my *** I can only set it to 2 days out and I have to come back and get it reprogrammed which cost another $100 to $75, so now they're basically charging me $100 every 2 days until I pay my bill which seems like a racket from a loan shark or something, in the main thing is the customer service I can't get anybody on the phone no matter how hard I try and that doesn't seem right to me they can charge me money but then not tell me why or answer me on the phone

  Business Response

  Date: 02/21/2025

  We apologize for our long wait times. *** ***** was installed 10/18 and didn't return until 11/11, which is 3.5 weeks. Then, he had to return on 11/18 because that was his regularly scheduled monitor appointment per state regulations. Then, he came again for a violation on 12/2. Our records show that the violations that caused him to need to come back on 11/11 and12/2 were not due to device or installation issues. Despite not appearing to be device issues, we only charged him for the reset fee on 12/2, not 11/11. I refunded the 12/2 $75 reset fee along with an additional $50 to cover the shop fees from 11/11 and 12/2 today. After those refunds, *** ***** still has a balance of $466.62. *** ***** has only ever paid LifeSafer $107.84 for the start up fees and first 14 days of lease fees, yet he has had the device over 4 months now. We understand that he didn't agree to the reset fee he was charged but he made no attempt to pay the other fees for leasing the device. On 1/30, we reached out to him by phone, he didn't answer and didn't have voicemail, so we sent an email advising him of the balance and that we would be restricting his account. He called us back this week and we tried to return his calls Wednesday and today, but didn't get an answer and his voicemail isn't working. 

  The LifeSafer Resolutions Manager will be reaching out shortly. 

  
  

  Customer Answer

  Date: 02/21/2025

  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:02/19/2025

  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 received an error code *** on my LifeSafer handset. It indicated an imminent lockout on 02/24/2025. After waiting to speak with an agent I was informed this is due to a "glitch" in their software and I must bring it to a calibration station. The only available place to bring it charges $50 service fee because they are open on the weekends. I have no other availability to bring in the vehicle due to work schedule or I'd lose my job. Apparently this location normally charges $25, but $50 on weekends. I was told by the service agent I have to somehow reproduce the error code to prove malfunction of equipment or I'm out the money paid. But if I don't arrive and have the device inspected, it will now be cut off as of the 24th by the company regardless. I have been to all necessary appointments and paid every penny asked. However now I have to leave my 2nd job and pay just to deal with their faulty equipment or they will seize my right to transport that I have paid for and am in 100% compliance with.

  Business Response

  Date: 02/20/2025

  Any error codes that display on the device will be recorded on the data log. We pulled yesterday's phone call and at no point did the agent say that *** ******* would have to reproduce that error code. Again, we can see that code. The agent simply stated that we would reimburse the shop fee once we can see that it was the device error, we can't waive it in advance because the shop must get paid for their services. The LifeSafer Resolutions Manager will contact *** ******* today to open a line of communication and answer any additional questions.