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:01/07/2025

  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.

• Initial Complaint

  Date:01/06/2025

  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 refuses to answer incoming calls, placing them on hold indefinitely. LifeSafer also refuses to respond to email communications. We demand a response from a representative who will provide a direct line of contact for future reference. The only alternative is to have the device removed at LifeSafer's expense, and demand a refund for all expenses in small claims court. It should be noted that representatives at LifeSafer also lied about the cost of the service, and that LifeSafer charges redundant items multiple times over to drive bills up. The company is behaving fraudulently and will be held accountable if preliminary communication efforts fail. The AG has also been communicated with. We are seeking for the BBB to facilitate communication as a last resort before taking these actions.

  Business Response

  Date: 01/08/2025

  While we do have long wait times currently due to staffing struggles, we are not refusing calls.

  Our records show that we are charging the fees that were quoted during enrollment, the confusion may be due to Mr. ****** being quoted 14-day autopay fees, but then he chose to pay 30 days at a time at service appointments. There is also an elective warranty/insurance option that is not quoted and chosen until installation, which Mr. ****** opted into. 

  We would never intentionally double charge fees. However, there has been a glitch identified recently causing one start up fee to duplicate on a future invoice that we are working to resolve. This fee did populate on an invoice, but was also corrected on that invoice and never charged to Mr. ******, making this a informal logical fallacy argument. 

  LifeSafer's Reputation Manager will be reaching out tomorrow to try to resolve this compliant with Mr. ******.

  Customer Answer

  Date: 01/09/2025

  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.

  
  

  The business will refrain from responding with an insulting tone. 

  
  

  The business' Reputation Manager has reached out to me and clarified a few things, including the fees that appeared to be redundant. My detailing of those fees, charged or not, by whatever reference if even slightly interchanged, is not a "logical fallacy." There are multiple redundancies in my invoices, but their effect on the total balance has now been clarified if not resolved. Still, the business is at leisure to compose a more respectful closing statement without implying a lack of intelligence on the customer's part. 

  
  

  Additionally, your Reputation Manager, though likely accustomed to engaging adversarially, is unnecessarily combatant and refuses to let people speak, blaming her mistimed interjections on a "delay." The individual would not allow me to finish my final thought, which remains this:

  
  

  "...at the end of it all, considering what I've experienced, I regret going with LifeSafer."

  
  

  I must also point out that the chief line of defense for LifeSafer's actions and policies tends to be finger-pointing. Blaming the installation technician for anything is not acceptable. We have trusted this installer with our automobile servicing for decades. Implying that he is incompetent is outrageous. LifeSafer is not estranged from complaints about similar discrepancies. It seems that LifeSafer actively anticipates errors (perhaps glitches) going unnoticed, and due to their willfully lacking customer service availability, enjoys leaving those that are noticed, unresolved. 

  
  

  A customer holding for over two hours constitutes refusal of the call. If LifeSafer cared about its customers, the hold time would be less than twenty minutes. Clearly, it only cares about itself. 

  
  

  Please respond through the BBB. I do not want another call. My questions have been answered, but I am giving LifeSafer one more opportunity to show some level of acknowledgement outside the apparently insatiable desire to be heard as correct. 

  
  

  
  

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

  
  

  ******* ******

  Business Response

  Date: 01/10/2025

  We apologize for any negativity experienced during the phone call. The Reputation Manager has made herself available to the client for any future needs or issues via email in the event the wait times continue. Please know the long wait times are not due to lack of care, staffing is the cause and we have even employed a third party call center to help, but it's still an uphill battle we're fighting. 

• Initial Complaint

  Date:01/06/2025

  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.

  01/06/2025 is the latest incident. I called their customer service line (with little expectation) to get some help with explaining my on and off lockout issues. Right off the bat, she lady who answered asked for my personal information and I gave it to her. I began by requesting logs and readings of my tests to be emailed to me personally now since i've been having these issues. She responded that I would have to fill out a form and email back to her for them to verify that I am who I am, and then she would begin emailing me the test results. (Scratching me head) isn't that what she did just before I made my request? I just verified to her who I was! Anywho, my second purpose for the call, which is a repeated issue, is I wanted to understand why I was constantly getting these lockouts. I asked her and she mention 12/17/24. I asked what happened on that date? She couldn't tell me but that some thing happened that day where my device automatically began to set a lock out date. I then requested to speak to a supervisor, at which point she put me on hold. being put on hold seems to be the go to move to stall and wait me out. 20 mins later (i have photos screen shots) i couldn't hold anymore and so I hung up. Lifesafer seems to delay, deny, and disconnect whenever you ask them hard questions they don't want to answer. They are a scam and won't ever take accountability for anything that goes wrong. This is so disappointing. i don't know how they are still in business. they're like them slimy door to door roofing and window salesman. After talking to their CSR I feel like i need to disinfect myself.

  Business Response

  Date: 01/08/2025

  We apologize for the long wait times, please know this is not due to a lack of caring, but due to call center staffing struggles. 

  We understand that we briefly verified your identity to be able to speak on the phone, but providing you with records is more serious and needs more in-depth verification via documentation that we keep on your file. Often, releasing records is dictated, and can even be prohibited, by your monitoring authority, as they "own" your records in some states. 

  The Reputation Manager will be reaching out shortly to discuss your situation and work toward finding a resolution.

  Customer Answer

  Date: 01/10/2025

  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.

  
  

  
  

  Scarlet T**** (Lifesafer's Reputation manager) wrote me an email stating that she called and left a voicemail wanting to discuss the situation but, she never did. I can show you my call logs and vm logs. She claims that the issue i was having was to be a operator error, when the scenario she provided was tested multiple times and never resulted in the response she claims. Personally, i am insulted that this company would think we as their consumers, would be as dumb as they think. I requested that she give me credit money I spent to clear the violation-lockout that happened. What made me laugh the most was when she said in her email she called me, but in the same email, she stated that i could not call her back because she doesn't have a direct line. So I can't call a line and ask for you??? Here's my take on this whole experience with this company. They provide a device for people who have been convicted of drinking and driving. Seeing that we are already down on our luck, they want to step on us and squeeze us for what ever amount of money we have left after court takes their pound of meat. They think we're dumb and that they can do whateer they want, we're already on the short end of the stick. 
  
  
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 01/13/2025

  We sent *** **** a recording of the voicemail I left to prove that I did call him. I've also attached a screenshot of our online phone system showing the call that lasted 1:59 to this complaint. Additionally, I emailed him and have responded to his emails, so we're not obviously avoiding him, which I assume he's trying to imply by mentioning this. 

  I'm uncertain what *** **** is referring to when I claimed there was an operator error that he was able to replicate. I mentioned that there are power losses to the device and I suggested he have his vehicle's charging system checked to eliminate that as a reason, then we would check the equipment out. If he's referring to the missed retest, I'm unsure how he would replicate that and say it's not able to be replicated. It's simply a matter of the retest not being taken in the required 15-minute time frame, if he replicated this, there will be another violation on the next datalog. 

  I never meant to imply that you couldn't call and ask for me, that is something you assumed. I was simply trying to explain that our phone system doesn't give us direct phone numbers or extension for a person to call me directly. I said, "Our phone system is online and it doesn't have the option to give us direct numbers or extensions. Not even the top person in the company has this. However, as you can see, you do have a way to contact me, via email. You can also see that I'm quick to respond by email and happy to give you a call at your request." So, either way, I have a way for him to reach me directly and I've responded quickly, within an hour upon his first reply email to me. 

  As *** **** said, he requested a refund and I immediately issued a refund over the amount he requested as a credit to his LifeSafer account. We did this as a gesture of goodwill even though we're unsure what's causing the power losses, and subsequently, the need for that reset service. 

  *** **** has Scarlett's email information to contact her directly to continue resolving this. As stated to him and here, we need a report from a charging system check and we can go from there to assist him.

• Initial Complaint

  Date:01/03/2025

  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 may be wrong on a few of my dates or times or something like that but I do have emails from these people showing service fees for June through September, but then it's reported to the state even that the device was uninstalled in June and reinstalled in September and they're still charging me for that time period from June to September, I was charged over ride code that I was told would be waived and they are charging me for missed appointment fees when I've never had an appointment scheduled with the shop because they let me do walk ins every time since I've gone there so they charge me 55 dollars for 2 months in a row for missed appointments and then I also get a violation and extended for 3 months on top that , they said I can't have the device removed until I have the balance paid and I'm on a payment plan with them already and then with the new fees on top of it that ends up being more then what my payment plans is for, they say I owe over 800 dollar and every representative I talk to says something different , I don't see how they can expect me to ever get caught up on anything owed when they keep adding bogus fees and 3 extra month of service that they reported to the state them selfs that it was uninstalled in June and reinstalled in September, 

  Customer Answer

  Date: 12/12/2024

  Okay this company they admitted to charging me for 3 months and reporting to the state that the device was uninstalled for those three months the guy that I was talking to says he's going to cut all ties with me he's not going to respond to any more of my emails about this complaint because it has to do with the dundler department but his department's the one that charged me for 3 months that the reporting department said was uninstalled so I think it has to do with both of these departments I've already spent enough time on hold to get hung up on numerous numerous times in the past and currently I've sent numerous emails dealing with these people I should not have to contact another department to get this resolved these people that work within the same company they should be able to resolve this between them guys to get it suitable outcome for this my my desire outcome would be for them to remove the device for me so I can go to a different company that has some integrity they didn't give me the runaround date try to avoid the bulk of my complaint which was the three months that was reported uninstalled that they charged before that was the bulk of my complaint I did not get them to even acknowledge that part of my complaint until the last couple emails and then either threatening to cut ties with me on the billing department because of that as soon as I called them out on that I have the emails just lengthy emails from these people most of it's me complaining about it because they won't acknowledge it but then they finally doing they threaten to cut all the ties with me through the billing department and to contact a different department which it's impossible to get a hold of these people because they don't answer the phones you sit on hold for hours to get hung up on I don't know how to forward that email I need to I don't have a file of that email I don't know how to download the whole email so I don't know how to post it to this complaint

  Customer Answer

  Date: 01/03/2025

  This company is making false reports to the state about the status of my ignition Interlock in my vehicle they said that I had the device removed in June and reinstalled in September which I have invoices for those months that they are saying that it was not installed but yet they're trying to make me pay it so I have a past due balance of 600 bucks even though it wasn't being recorded by the state and they reported to the state that the device was uninstalled if the device was removed why would I be charged for those 3 months I sit on hold for hours trying to talk to someone to never get anyone on the line , the multiple charges on 9/30 are charges for the months that they reported to the state of ******** that I had the device removed,

  Business Response

  Date: 01/09/2025

  It seems as though there is a misunderstanding as to the records and/or terminology used. *** ****** went into a "Failure to Appear" status on 6/14/24. This is labeled as a deinstall in ** ***** system, so whoever was reading the record may not have known this. He returned for service on 9/27/2024 and that's when the DOR record shows as "Return to Service", also logged as a reinstall for the state's recording purposes.

  *** ****** was still in possession of our equipment during this failure to appear period, so he is responsible for paying the daily fees during that period. The LifeSafer Reputation Manager will be contacting *** ****** shortly to discuss this further. 

  Customer Answer

  Date: 01/10/2025

  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.

  
  

  Because this is ridiculous I've had this device for a year there's multiple violations they're not my fault on here you guys refuse to help getting it I could never contact anybody to get the issues resolved I've been charged for things I shouldn't be charged for okay you're saying that it's listed one thing different with the state and one thing different with you guys but I was still charging monitoring fees even though those three months weren't monitored I was still charged State filing fees even though those monthly fees were used I had to still pay calibration fees even though those months weren't used you know the only thing that would have been legible on all those things would have been the lease fees because the device was installed on my vehicle but you guys did not monitor any of them you guys did not file anything with the state for any of them but I was still charge that stuff as well and I've been getting violations every time I get this thing reset for since I've gotten it okay you guys refuse to help the customer with anything you deny any responsibility for any kind of issue with it that it's always the customer or the shops or the States fault nothing of your guys's own I've had this device for a year now the only thing that I did was I went to prison for 3 months and that's all I did wrong those 3 months I went to prison okay and you're charging me extra for things that weren't used they're in those 3 months obviously you guys don't even monitor the the stuff because you'd be able to tell if you did that I'm not blowing dirties that I wasn't in the car when those violations occurred but you guys don't monitor there's a camera in the car for a reason I thought but you guys must not have reviewed them at all to verify that I'm not in the vehicle in these violations happen what are you guys actually monitoring you're monitoring how much money we're paying you'd find her that very well but you don't monitor anything else you guys don't even monitor the amount we're paying we can't contact you to try to resolve any issues because nobody ever answers I'm not the only one with this issue everybody has this issue with you guys I've complained about this device falling out from underneath my dash multiple times never has it been said anything about bringing it to the shop I've told the shop they look at it and they just kind of brush it off I told customer service that the device was falling out when I was talking to them through billing and everything nothing ever gets done they won't just let me schedule an appointment it has to be scheduled through you guys for service on this thing or else I'm going to be paying out of pocket which I can't afford because I'm paying three four five hundred dollars a month on fees for you guys

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

  Business Response

  Date: 01/13/2025

  As explained to *** ****** previously, the daily fees don't stop because he's not using the device. As long as our device is in his possession, all of the daily fees continue, as we're unable to collect money on it from installing it for someone else. There are no "state filing fee" as he calls it. If he's referring to our reporting fees, those don't stop just because he's not getting service. We are still required to communicate with DOR regarding his account should they reach out, so our reporting responsibilities also don't stop just because he's not actively using the device. 

  We've advised *** ****** that we will ensure his device is checked out once he brings the vehicle to us, but at this time, the vehicle is inoperable, so we're simply waiting for word from him when it can be towed to the service center. *** ****** has our Reputation Manager's direct email to help him set this up when he can.

• Initial Complaint

  Date:12/30/2024

  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 for an hour per phone call and each time after an hour wait your system disconnects. I am having issues with my device which has and is hindering the use of my vehicle to get me to and from work. The company I have downloads done state no one can service my system without approval from you. This is not possible because no one answers the phone or chat. How is it fair for me to pay for your service and I can not use your system. Also I have a appointment scheduled for Jan 14, 2025 but the device states I will be locked out Jan 4, 2025. Someone need to reach out to me ASAP. This is something I may need to seek legal counsel over. Please contact me.

  Business Response

  Date: 01/03/2025

  We are sorry to hear of any hardships with the LifeSafer device. Please know that this time of year results in a lot of low batteries and while it may not have an effect on many vehicle systems, the device can't work properly with low battery voltage. This will result in aborted tests, device having no power, and violation recalls.

  The LifeSafer Reputation Manager will be reaching out shortly to provide assistance. 

• Initial Complaint

  Date:12/30/2024

  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 sent and email, waited online and called the customer service help line. I need a simple code so that the mechanic can start and stop the car without me being there. This is ridiculous. There should be an option online to generate this code for mechanics. I have a claim I need taken care of so my car can get fixed. Lifesaver is not helpful whatsoever. I will never recommend this company to anyone.

  Business Response

  Date: 01/03/2025

  Each state has strict regulations when it comes to bypassing the ignition interlock device. To protect our clients with their state mandated program and keep them in compliance, LifeSafer takes necessary steps to ensure we meet those regulations. Additionally, we require and retain documentation on file should the state/probation/court question the bypass. We understand this may take longer to process, but it is the best way to protect our clients. Once we've received the required, signed documentation, we will contact the mechanic in 24-48 hours, unless the repairs are due to start later, then we'll wait to contact until that time.

  We received the documentation from the mechanic 12/31 and contacted the repair center on 1/3, approximately 48 business hours from when we received it. (Please note that 1/1 was a holiday, so with most shops being closed that day, we also didn't process any mechanic paperwork that day.) Our Client Services team member who handles bypass requests contacted Mr. Singh's repair shop today and the shop has his direct phone number to reach him when they're ready for assistance.

• Initial Complaint

  Date:12/28/2024

  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 cannot get Lifesafer to remove my device. I met court penalty on Nov. 6, 2024. I spoke to local installer and was informed the corporate company needed to authorize the removal. I have called 4 different numbers and spent at least 7 hours negotiating the phone tree and on 2hours holds "due to high volume calls with expected wait of over ten minutes.". I have emailed 2times with the state document approval for the removal of the device. I have heard from no one. It has cost $240 beyond my required penalty. I would like to be reimbursed and the removal waived for my time of $50 per hour for 7 hours.
  My pain and suffering due to company's lack of response is priceless.

  Business Response

  Date: 01/03/2025

  As explained to Mr. ****** previously, we are prohibited by state regulations to remove the interlock device prior to having the release letter on file. As seen in the attachment, the letter was not issued until 12/2. This makes the claim of $240 beyond his "required penalty" something we have no bearing on. Regarding this last month of service that Mr. ****** paid, we will credit back any unused days from the date he removes the device to go toward the removal fees.

  The LifeSafer Reputation Manager will be in contact with Mr. ****** soon to make arrangements for removal. 

• Initial Complaint

  Date:12/27/2024

  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.

  My car needs mechanical service. The shop has not received any response from LifeSafer. I have attempted to contact them to find out what is going on but the chat is down and I can't get a customer service representative. The message is the wait is more than 10 minutes, but a person never comes on. How do you expect people to work if you won't approve car repairs? It is ridiculous that it takes days and days to get service approved, no one answers the phone and the chat doesn't work.

  Business Response

  Date: 01/03/2025

  LifeSafer received the mechanic documentation online on 12/24 with a repair date of 12/27. We can't provide mechanic bypass assistance until the vehicle is present at the repair shop, so we had it set to call the repair shop on 12/27, which we did. We apologize for the long wait times when reaching out to our call center, but we do show this issue has been resolved. 

  Customer Answer

  Date: 01/10/2025

  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.

   

  On the morning of 12/27/2024, I contacted the business who stated they had not received a reply from the request sent on 12/24.  I was unable to get anyone on the phone and the chat was not working for an extended period of time.  After a few hours, the chat was back online and after waiting for a representative for an extended period of time, chatted with someone who told me Lifesafer does not accept the Electronic form which is on their website for mechanics to use.  She stated the only option was to print a form, have the shop complete it and with scan and email or fax it in.  I printed the form and took it to the shop.  They emailed the work order to Lifesafer, but did not have the capability to scan and email the request form so attempted multiple times to fax it, but the fax was not accepting calls.  They finally got it to go through and received a call from the shop later that afternoon with the codes.  They did a diagnostic and found the issue, but would have to order parts.  The issue did not impact driving safety, so they reconnected the device and sent it home to wait on the parts.  When they called on 12/30 stating the parts were in, I once again tried to call Lifesafer, but was never able to speak to anyone due to "high volume".  After over an hour waiting on the chat, I finally chatted with someone.  I explained the shop had sent the car home to wait on parts and now I needed to take it back in to have the repairs done.  Could the shop use the same codes or were there other steps that needed taken?   I was told it would not be an issue for them to use the same code, just take it in the next day for the repairs.  I was told that I would need to take it to a service center after the repairs were complete to have it reset.  Nothing was stated that having the repairs done would result in a violation and violation reset fees.  The car was dropped off on 12/31 with no issue and when it was picked up at the end of the day it registered as "violation" and I was given a time period before a lockout.  It was taken to the service center where I was charged $25 and then I was also hit with a $55 charge by Lifesafer for a violation reset fee.  I have emailed with Lifesafer about this and they say there is nothing they can do.  I need a refund of the fees or a credit put on my account for at least the $55.  I asked what to do and was told I could just take it to the shop and reuse the same code.  The violation needs removed from me and I need reimbursed.  

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

  Business Response

  Date: 01/10/2025

  There seems to be a misunderstanding with that 12/27 conversation. *** ***** advised he submitted the form online and the agent advised it has not been notated as received on his account. She wasn't trying to imply that the form is invalid, because it is valid and does work, but was simply offering another option to submit the form since we hadn't shown it was received yet. It was in fact received on 12/24 via the website and we contacted the shop on 12/27 to provide bypass instructions. As stated on the mechanic's forms and website, it can take up to 24 business hours to process the forms and contact the repair shop. Since 12/25 is a holiday, it was ~48 hours from the receipt of the request to the contact with the shop. 

  As it's already been explained to *** *****, a mechanic bypass does not keep the device from recording activity and a violation can still occur, per state and national regulations. The bypass is simply to allow the mechanic to work on the vehicle and be able to start the engine without needing to take tests. Unless a reset is due to a device issue or something on our side, clients are always responsible for paying reset fees. However, since this is *** *****'s first reset, we will refund the reset fee back to the LifeSafer account to resolve this complaint as a one time courtesy.

  Customer Answer

  Date: 01/10/2025

  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:12/26/2024

  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.

  To whom it may concern. I was cited for a DUI in ***** and required to have this device installed in my car, this company is charging me a monthly fee for ********** State DOL $21.00 and a ********** State Patrol daily service fee. Let me preface this by saying I have made several attempts to resolve this over the phone and via email to no avail. This business routinely makes me wait on hold for 1 hour, 1.5 hours, and even 2 plus hours every time I call for customer service. In my last correspondence, I was told that the ********** DOL will have to resolve this matter. I spoke to The ** DOL today and they said they are not responsible for this billing nor do they show any cause for me to be charged these fees! This company is supposed to be reporting to ***** NOT ********** on my behalf. I am asking for a refund since they have NOT been reporting to the correct authority even though the know explicitly that ***** is where the infraction took place.

  Business Response

  Date: 01/08/2025

  We apologize for the inconvenience of the ********** charges, this is an unavoidable circumstance due to getting service in **********. However, *** ******* does not owe those fees and we will make it right and refund all those fees that have been charged. 

  *** ******* is mistaken regarding incorrect reporting. His account is set up with ***** settings, however ***** doesn't accept any sort of records or reports for interlock installation, service, etc. so there is no reporting that has been missed. The only time interlock companies would send reporting is if the client advised of a probation officer wanting them. Therefore, no refunds other than the ** fees will be refunded. 

  Our Complaints Manager will be in contact with *** ******* shortly.

   

  Customer Answer

  Date: 01/15/2025

  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. Scarlett called and explained what was going on and refunded me. She was so helpful and friendly.
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to Lifesafer back in 2021 and was switched to Intoxalock back on August 16, 2022 by the state due to ongoing issues with Lifesafer. I also called them to advise them of the switch and to send me a label to return the device. I never received the label to return the device. I pulled my credit report and see that I'm in collections, I immediately called them to resolve this issue. I spoke with a rep who advised me to speak with another department. The rep I first spoke with saw the notes and the call I made on Aigust 16, 2022 asking for a label. He referred me to accounts resolution. I spoke with a Nate S**** on December 19,2024 and explained to him my situation, he advised again that they have not the removal order. I called the state and spoke with Officer Carina R****** who advised me she would she the email again. This the second email Lifesafer claims to not receive. I ask the state to send me the email, they would not. Ms. R****** also confirmed email was sent August 16, 2022. I emailed Nate to advise him of my conversation with Ms. R****** and as if today they Lifesafer claims they don't have the removal order. I don't know what else to do, I even ask for the mailing address to send back the device- no one will provide me with mailing address. I believe the goal of the company is to take advantage of people and charge them a ridiculous amount of money , that will effect there credit. I just want to return the device.

  Business Response

  Date: 01/03/2025

  Upon further investigation, LifeSafer will waive *** ****** accumulated service fees due to the removal order being received in 2022.

  Upon return of the portable monitoring system, LifeSafer will initiate a credit removal request of debt from the client's consumer credit file. This process typically takes 15-30 business days from the date of request.