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:01/27/2025

  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 am attempting to request the deinstallation of my device after being approved by the secretary of state. This cannot be done online, and therefore I have been on hold 3+ hours to request this. I was finally able to contact someone in the online support chat. As soon as I provided the necessary information, they waited 25 minutes without responding and ended the chat. Staffing shortages are not an excuse, and another program or process needs to be implemented. At this point, I believe the business would not like to answer calls regrading deinstallation and continue accepting payments that will continue to be owed until they create the deinstallation appointment. This is unacceptable and has references of fraud.

  Business Response

  Date: 01/28/2025

  We truly apologize for the long wait times. I can confirm our online phone provider had an outage yesterday. According to the notes on Ms. ********'s account, this outage occurred during her chat and she was called back by the same chat agent once our phone system came back up. Our records show that her removal appointment was set up and completed yesterday. Again, our apologies for the frustration and inconvenience the staffing struggles are causing when trying to reach us by phone or chat. 

• Initial Complaint

  Date:01/27/2025

  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.

  I have made multiple attempts to contact Lifesafer by Phone and by Chat and am repeatedly put on hold for hours. I recently have been charged 3 times for service i should have been charged 1 time and 6 times for a 1 time charge. I have been informed the money will be refunded to my credit card for 2 times 75.00 and credited to my account for 5 times 15.00. my biggest and most importiant complaint is the fact that this company will not have direct contact with customers I'm sure I am not the only one. My desired resolution is that they answer the phone and chat line.

  Business Response

  Date: 01/27/2025

  We apologize for the long wait times, this is due to staffing struggles, not a lack of caring. The LifeSafer Resolutions manager will be in touch shortly. 

  Customer Answer

  Date: 02/06/2025

  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. 
  
  
  

  Re: complaint #******** I have been in touch directly with a Gal from lifesafer and it seems she is now my personal contact. I am sure everyone else is having this trouble too. I did get refunded for all the over charges to my card that was set up originally for them to bill to I have since removed the card from their access and I will pay as we go now. I also have to say I have never used the BBB before but it was only hours after I submitted the complaint I had a phone call from lifesafer money issue was rectified and I have a direct line to a person apparently assigned to me. Thank you BBB.
  
   

   

   

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

• Initial Complaint

  Date:01/23/2025

  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 on more than one occasion, had a horrible time getting ahold of anyone from lifesafer for questions and concerns for days. This is on on going problem and no one is ever there to be of assistance. This past month in particularly, i have received useless help in my situation and that “i need to figure it out myself” responses. For the 3rd time this month I’ve received a service request along with a lockout warning on my interlock. Each time I’ve visited the auto body shop for my calibration the warning still shows up after paying the auto body fee and then findin out that I have now been charged another time through lifesafer for something that I had no control over. I’ve been trying to get ahold of someone at their offices for days to help resolve this issues and still haven’t had any luck nor responses with emails or their chat. It seems they only answer you quickly when you need to get the interlock installed in your vehicle and not help with their program.

  Business Response

  Date: 01/23/2025

  We apologize for the long  wait times when reaching out to us, especially these last few weeks. Cold weather across the country has significantly increased vehicle battery issues and therefore, increased our call volume. Staffing has been a struggle for some time now and despite hiring a third party call center, wait times have still been higher than we would like for our clients.

  *** ******* has had a balance the entire time she's been installed with us, never reaching $0. We reached out to her regarding her balance by phone and left messages on 11/13/2024 and 12/11/2024. Despite *** ******* stating in recent phone calls that she was not advised of this, in the 12/11 voicemail message, we advised that her account would be restricted to 2 day intervals if the balance was not paid or payment plan arrangements weren't made with our Accounts Resolution Department/Team, referred to as ART moving forward. I listened to this voicemail recording just now to confirm. In the message, we left the phone number to that department and our phone records show no incoming calls from her since November until 1/4/2025 when she called the main line to verify an appointment. During that call, she never mentioned the balance, asked about making a payment, nor did she request to speak to ART.

  Upon listening to the calls between *** ******* and our call center, I confirm she has advised us that the shop's LifeSafer credit card machine was inoperable for her payment to be taken at the time of service. We do apologize for this and I will report this to our Service Center Management Team. However, all clients have access to an online portal where their balance is displayed and they have the ability to make payments. Our records show that she has accessed her online account as recently as today, so we know accessibility is not issue on this front. I also verified that her calls today were forwarded to LifeSafer's ART, where she got their voicemail, but failed to leave a voicemail message. *** ********* account will remain restricted until she speaks with that department. Here is the direct contact information to reach them. Please note that if the ART agents are on other calls, she may need to leave a message for a call back. They also have an email address. Direct Number: ###-###-#### Email: **************************** 

• Initial Complaint

  Date:01/17/2025

  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.

  I have a interlock device in my vehicle. I have completed the required time and the *** notified me I can end the device. I have tried to reach Lifesafer multiple days. They don't answer chat - I have waited up to 3 hours, and they don't answer the phone after waiting up to 3 hours. I have called and tried to chat multiple times during business hours. I have waited for hours and no one answers. I rely on them to schedule the uninstall - I cannot do it through their website.

  Business Response

  Date: 01/20/2025

  We apologize for our long wait times caused by staffing struggles. Our records show that you were able to speak with us today and your removal appointment was scheduled. We appreciate your patience.

  Customer Answer

  Date: 01/23/2025

  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:01/16/2025

  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 get ahold of customer service for days with 3 hrs waits on phone then being hung up on no one answers emails or chat or calls the device keeps locking out and i can't use my car and can't get in contact with anyone the device is defective

  Business Response

  Date: 01/20/2025

  We apologize for the long wait times that are result of staffing struggles as well as any difficulties experienced with the device. We show that we were able to help *********** with her device issue over the weekend. Additionally, LifeSafer's Resolutions Manager will be reaching out to *********** shortly to resolve any lingering issues and to offer direct support moving forward. 

• Initial Complaint

  Date:01/16/2025

  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.

  As a customer of LifeSafer I've subscribed and pay a monthly fee for their service and equipment. The last couple of months their equipment hasn't functioned properly and continually leaves my me and my automobile stranded. I've made several attempts to contact them by phone and have to wait more than an hour to reach someone and in some cases nobody ever answers. When I do reach a representative, they are never able to assist, claim they don't know why their machines don't work, and then are quick to tell me that I have to have my vehicle towed to a local approved installer where I will have to pay additional fees. I've had no choice twice this past month but to pay for tow charges plus fees for their installers to check out their own devices. My last trip cost me $230 for a tow and an additional $40 for the installer to recalibrate the machine again. That was on January 11th. It is now 5 days later and again car is locked out stating it needs to be recalibrated. I've made 5 attempts to reach LifeSafer by phone with nobody answering the call. I attempted to reach them by chat and was told that they don't know why my machine is again locked out and that I have to pay another $40 fee and tow charge to find out. I am disabled and live on a fixed income. I can't afford what this company keeps doing to me. I'd like a refund of my money for the tow charges and the $40 fees they have charged me for unnecessary calibrations.

  Business Response

  Date: 01/17/2025

  We’re sorry to hear about any difficulties with the LifeSafer device. We want to make sure our clients are confident and feel safe when on the road. Someone from our executive leadership team will be in touch with *** ********* ********* to see how we can help.

• Initial Complaint

  Date:01/14/2025

  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.

  LifeSafer has horrible customer service. I waited on hold for over 3 hours yesterday calling into their customer service number just for them not to answer. I need help troubleshooting my device and now I’m stranded in my car because of LifeSafer. They expect you to pay them monthly fees but don’t want to provide any type of service to their customers.

  Business Response

  Date: 01/14/2025

  We apologize for our long wait times, staffing is a struggle for call centers these days. One of LifeSafer's Reputation Managers will be reaching out shortly. 

• Initial Complaint

  Date:01/10/2025

  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.

  The charges for December are incorrect. I normally pay $51 twice a month. They charged me 3 times in December. Also i last had a calibration on 12/31/24 and already the device is showing calibration is due on 1/9/25 which is 10 days from last calibration. It should be every 30 days. That costs me $30 every time to the service center. I have tried to call and been on hold for hours and no answer. I have tried to use the chat and no chat ever answered as well. I did manage to email and got a response however they are telling me they can't do anything about the calibration and that they only see 2 charges on my account for December. I have the charges on my bank statement and they Just charged me again today. If I could just talk to a person and get this figured out that would be great. I will be going back through bank statements to see if any more charges are on there that I might have missed.

  Business Response

  Date: 01/13/2025

  We apologize for our long wait times on the phone and chat. 

  We have checked our LifeSafer records and our credit card processing system and have found only 2 payments in December, on 12/12 and 12/26. *** ****** will need to send proof of payment for this extra charge he's claiming. 

  We are unsure why the next calibration is due so soon, there may have been a glitch in the system while performing the service on 12/31. We have added a $50 credit to *** ******** account for the shop fee he'll need to pay again, plus extra for gas, time, inconvenience, etc. The LifeSafer Resolutions Manager will be in contact today to further discuss and assist. 

  Customer Answer

  Date: 01/13/2025

  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:01/08/2025

  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 contact LifeSafer for 3 days now. I’ve been on hold multiple times. Once for an hour and a half and once for two hours with absolutely zero response. I’ve tried the chat option and I have never been connected with an actual person. I have sent emails to which I’ve been given a vague response. I am on a deadline which is tomorrow and I have not been able to obtain the information I need from lifesafer. It is absolutely unprofessional.

  Business Response

  Date: 01/09/2025

  We apologize for the long wait times you've experienced, we're doing our best to staff our call center.  Our phone records show that you were able to speak to us a couple of times yesterday. The LifeSafer Resolutions Manager will reach out shortly to try to resolve the complaint.

• Initial Complaint

  Date:01/07/2025

  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 recently had one of the life Safer interlock systems instilled into my car and not even an hour after i had it installed a lock out date popped up. i attempted to contact costumer support which i waited on hold for hours and didn't even get though. i finally got though online days later. and i was told i would have to come in and get it reset and they would charge me and $80 fee plus a $25 service fee. when i asked about the alleged violations they said it could have been set off by drinking a sugary drink or something of that nature. do not ever get an interlock though this company it is a complete scam

  Business Response

  Date: 01/09/2025

  We apologize for the long wait times, call centers are struggling with staffing and we're doing our best. 

  We are sorry to hear of the problems you've had with your device. I show that we did waive the reset fee today since you're still so new to the device. 

  LifeSafer's Reputation Manager will be reaching out shortly to offer additional assistance if needed.