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

  600 W 58th Avenue Suite F Anchorage, AK 99518

• 

  LifeSafer

  5027 List Drive Colorado Springs, CO 80919

• 

  LifeSafer

  810 South Portland Avenue Pueblo, CO 81001

• 

  LifeSafer

  4549 Tabor Street Unit D Wheat Ridge, CO 80033

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

• Initial Complaint

  Date:12/23/2024

  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.

  Here i am filing my third complaint about this company. I'm currently on hold with life safer it's been 58 minutes so far and counting. I'm currently locked out once again for who knows what. My device says violations but I just had a new device installed one week ago today and I'm currently locked out. I cannot get ahold of anybody I'm stuck at home from work losing hundreds of dollars today and now going to be locked out over the holidays for no reason besides this companies faulty device and due to not being able to get ahold of anyone to get a lock out code. I've had my device in to be calibrated or reset 3 times in the past month. This company has cost me way more than it has needed to including time money and soon to be my job it's looking like. On top of it all, ever since last Monday when the new device was installed my truck is throwing a code saying lost communication with the transmission control module. If you as a company cannot keep up with the workload you already have then stop taking on more work you're messing with people's lives and this shouldn't be allowed. I will be consulting with an attorney in regards to filing a lawsuit. I've sustained enough damage from this crap. I don't drink at all so this is ridiculous. I've documented everything and will be taking action as soon as possible. Next i will be suing the mndps if I have a case aswell. I've had it!

  Business Response

  Date: 01/10/2025

  We reached out to *** ******** by phone and email when he left the last 2 BBB complaints with no answer or reply back. We are unable to help him resolve these issues if he refuses take our calls or respond to our emails. He is incurring the same violations repeatedly and we'd like to advise him what these are so he can avoid them moving forward. One of LifeSafer's Reputation Managers will be reaching out again today to try to assist *** ********.

  Customer Answer

  Date: 01/14/2025

  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.

  Tomorrow will mark the 7th week in a row that I've had to take my vehicle in to get reset due to it scheduling me for lock out the day after I get it reset. This is not my fault I am not doing anything I ng to violate. I don't drink at all so you can try and say I don't answer your calls but I have multiple screen shots of me being on hold for 2+ hours and some times never getting through to you. Regardless of whether you or I answer calls, I certainly shouldn't have to miss 1 day of work per week the past 6 and tomorrow now 7 days of work missed at 350 per day only because your machine is malfunctioning shouldn't be my fault this is ridiculous and I'm refusing to pay the money I owe you due to this problem on top of that you gues added 200 week I've had to bring it in due to your machine malfunction. Lastly ever since I had a whole new device installed my check engine light comes on and throws a code that says lost communication with the transmission control module. I just had this trans rebuilt it was doing great till I got my device replaced 3 or 4 weeks ago. Even the shop hasn't made me pay because I've been in every week. I'm about to lose my job because of this. This stupid device cost me 2000 extra dollars because it fried my batteries and my body control module when the trans shop was replacing my transmission. That alone cost me 3 months of down time while they tried to figure it out. I've been dealing with this ignition interl9ck for going on 5 years now since I got my dwi. I don't drink! If this cannot be resolved I'll be contacting an attorney to see what can be done about this because I've about had it. Oh and when my camera falls and the shop tells me to put it back up rather than them doing it shouldn't be allowed considering I can't tamper with the machine and it's not my job to fix it in the first place.

  
  

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

  Business Response

  Date: 01/17/2025

  *** ********** vehicle was inspected by our service center yesterday. It was determined that the alternator in the vehicle is bad and this was causing the device to read the engine on later than it actually is. This combined with *** ******** leaving the vehicle running is causing the device to log violations. It is in our contracts that clients are responsible for keeping their vehicles in good working condition in order for the device to operate as intended.

  We have already waived at least one fee for *** ******** and the current balance on the account is valid and due immediately. However, we have an option for a payment plan and the information to establish a payment plan was emailed to *** ******** today. 

• Initial Complaint

  Date:12/19/2024

  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 have been a LifeSafer costumer since September 2024. I recently had charges related to my requirement for my interlock device dismissed. I provided all necessary paperwork to LifeSafer via email and was told I was eligible to have LifeSafer schedule my deinstallation appointment. This is not an appointment I am allowed to make myself through their website, and I am not allowed to make the appointment directly with the body shop even though I have written approval from the court, DMV, and LifeSafer. I am dependent on LifeSafer as a 3rd party to schedule an appointment.
  
  That said, I have spent HOURS upon HOURS all week trying to get through to LifeSafer’s customer service. They do not answer the phone. There is no call back option so I am left waiting on hold listening to the same automated message over and over. They offer the option to chat with an agent from their website - however I can’t get through to anyone there either, and the chat periodically is unavailable.
  This has been an AWFUL customer experience. All I need is to schedule an appointment.

  Business Response

  Date: 12/19/2024

  We apologize for the long wait times. We show Ms. ******* was able to reach us yesterday and again today. Yesterday, we advised Ms. ******* that we did receive the necessary documentation to set set up a removal/deinstallation appointment, but the shop was already closed, so we would need a call back today to schedule it. Our notes show we were able to schedule that appointment already today. 

• Initial Complaint

  Date:12/17/2024

  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.

  They charged me twice for Initial Administration Fee of $39.99 on 11/27/2024 and since then I am
  
  trying to reach them by phone and chat with no success.

  Business Response

  Date: 12/18/2024

  We apologize for the overcharge on our autopay system and for the issues reaching us as we are currently experiencing higher call volumes. The $43.79 overcharge was refunded back to the card *** *********** paid with and a receipt was sent from the credit card processor. *** ********* should allow up to 5 days for his bank/credit card company to make the funds back available to him. LifeSafer's reputation manager will be sending *** ********* an email so he can reach out if needing any further assistance. 

  Customer Answer

  Date: 12/18/2024

  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:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/27/2024 I had LifeSafer installed in my vehichle as required by the ** **** The service was done at the shop ***** ******* in ******** **. I have the certificate of installation which says the next service date is 10/25/2024, which would be correct. The *** requires the device be re-calibrated every 60 days. Since Aug of 2024 LifeSafer is not cooperating with this 60 day recalibration and sets the device to be recalibrated every 30 days. This is extra cost each month and not legal. I spend hours on hold with life safer waiting for an agent to answer the phone. When they do after 60- 120 minutes later they tell me its the Shops fault ***** *******. ***** ******* insists its LifeSafer that has it set up this way and they have tried to change it for me to 60 days but ***** ******* is unable to do that because of whatever LifeSafer has programed into my device contract. Its very frustrating and time consuming. I previously contacted you about Life Safer and the amount of money they say i owe on their website. You contacted LIfesafer and they told you I don't owe the money as they wrote it off but they can't remove it from my online account, which actually makes no sense why it will forever say I owed $300 plus dollars but they say I don't owe it. This entire company is a mess. I am trying hard to comply with all this but they make it so difficult. I have contacted MN *** and the *** agent stated that she was unfamiliar with this situation so they (lifesafer) appears to be singling me out only in this every 30 days. I have to imagine they are doing this to others. Is there anything MN BBB can do to help me with LifeSafer ? I work long hours and its a real struggle to sit on hold for 1-2 hours with no one answering LifeSafer phone calls and worst yet not doing anything once they do answer. Thank you in advance for anything you can do.

  Business Response

  Date: 12/17/2024

  We apologize for the inconvenience this has caused, but Mr. ********'s account is set to a 60-day monitoring interval and it's been that way since it was set up in LifeSafer. We apologize for the shop's misunderstanding of how to process this during the services and have reached out to them to provide assistance. 

  Customer Answer

  Date: 12/26/2024

  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:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my interlock installed since April of this year, Penn dot has not received a letter from lifesaver telling them in has been installed. I cannot get through to anyone at lifesaver it’s impossible, I am being charged for this device and cannot even drive my car. This is causing me to missed doctor appointments. I would like my
  Money refunded the device uninstalled and I will look for another company to install it. If nothing comes from this I will be contacting a lawyer.

  Business Response

  Date: 12/16/2024

  Thank you for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will contact *** ******* to see how we can assist. 

  Customer Answer

  Date: 12/16/2024

  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:12/14/2024

  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.

  Well back here again filing my second complaint against lifesafer. I noticed one of the other complains stems from back in 2017. Mine also stems from almost 5 years ago now. I don't drink haven't since July 2020 when I got the dwi in a whole different state. I have a cracked tooth currently and the only way to make the pain go away is mouthwash and one day I was driving and it hurt so bad I had to mouthwash and as soon as I put it in my mouth the interlock went off I spit it out waited a few min kept driving and took the test I failed a few times all withing a 5 to 10 min period till I got to my destination. Rinsed mouth out with water and passed. A week later I get a letter from the dmv saying I failed a breath test a rolling retest to be excact and that my three years on the program has just started over. Mind you I've been dealing with this for 5 years already. I live in mn got the dwi in ND had to wear a trans dermal alcohol testing bracelet for 1 year where it'd test my sweat for alcohol ever 30 min every day all day per ND requirements. That was easy and that's what actually made me quit drinking because you drink you go to jail simple as that. Mn is the issue they require this stupid interlock for 3 years and it's a joke it costs 500 dollars a month easily and since I recieved the violation I've mentioned above, I can file a judicial review which cost 300 dollars and with my situation I should have no issues beating the violation since I passed the test minutes later right? Figured I'd pay the 300 bucks i don't have since they've drained me and keep messing my life up and I'd fight it. 2 days ago I get a call from life safer asking me if I'm aware that my camera hasn't been taking pictures for the past two months like it's my job to know that it's not taking pictures. I've had 2 calibrations in the past two months so it shoulda been taken care of. Now I'm sure I'll go to court and they won't be able to prove it was me taking the test because there's no photo.

  Business Response

  Date: 12/16/2024

  Our interlock devices are in accordance with the industry standard and are set up to ensure compliance within your required state regulations. LifeSafer cannot advise, or make any decisions for how long you are required to have the interlock device installed in your vehicle; this is determined by your state monitoring authority, and questions or disputes regarding your program should be directed to such. We are looking into the issues presented here and a LifeSafer management team member will be in touch to see how we can assist. 

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has consistently overcharged me, and then when you try to reach them they NEVER pick up the phone. After an hour of waiting for the online chat, I finally get someone to "help", but they tell lies and then tell you to call the customer service line.
  
  So far their lies include "it doesn't show that you calibrated your system" when asked why I was charged 30% more than the last time. Great, so where did my money go then?
  
  Then when asked why I was charged a full $1/day more, they said that the rate is set by the state and they cannot change it. I asked when that happened and they said "today". How convenient. So I looked it up, and it varies by provider, which I already knew, which is why all providers charge a different price. Lies.
  
  Once you are a customer, they will not answer your call. I have to setup new google phone numbers any time I want to speak to someone.
  
  I have all the quotes and the evidence is RIGHT THERE for them to see, but they will just lie and hang up on you. You cannot do anything about it, and nobody cares because you're a "criminal". Look, I regret that I did what I did, but I have done my time and everything I am supposed to to fix this, but this company continues to wrongfully screw you over. It's illegal.
  
  Just LOOK at all the complaints here! How is this company still allowed to operate?

  Business Response

  Date: 12/16/2024

  We are taking Mr. ******'s concerns very seriously. This is being addressed with LifeSafer management in your area, and someone from that team will be in contact with him to see how we can help. 

• Initial Complaint

  Date:12/11/2024

  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 am a customer of their ignition interlock service. I have had several situations where I have needed to have a mechanic service my vehicle with little to no prior notice, including a mobile mechanic and currently a tow to a specialist tomorrow I have sat on hold with the customer service line for several hours on both instances to no avail I have messaged via email. I have chatted with the service bot. I have called and sat on hold for hours on end with no response whatsoever from their customer service team but when my vehicle was serviced, I received a violation and $100 plus service charge the only time I’ve been able to get a hold of a customer service team. They said my only option was to call and let them know that I was getting maintenance done on the vehicle yet when I try to abide by their rules and do what they tell me to do I have no luck whatsoever getting a hold of anybody from their service team, I do not have a choice with this interlock in my vehicle. It is a mandatory provision of regaining my driving privileges I find it very predatory that they will find me with violation fees with no plausible course of Redress

  Business Response

  Date: 12/12/2024

  Unfortunately, having an interlock on your vehicle does mean repair work will take more time and/or cause inconveniences for you/your mechanic. Per Colorado rules, we are able to assist your mechanic with bypassing the device, but that requires documentation and can take 24-48 hours from receipt of the documentation to the time we assist the mechanic. Whether choosing mechanic assistance or not, the device is programmed per state regulations to go into recall, meaning needing immediate interlock reset service, if a violation is recorded. If a client needs interlock service because of a violation, that is a charged service. It cannot be expected that an interlock business provide free service because of regulations set forth by the state. 

  Additionally, even if not getting mechanic assistance, it's advised that mechanic paperwork be completed and sent to the interlock company. We will be reaching out to Mr. ******* to provide and obtain this paperwork. Once we have received it back, we can determine if we're able to credit back any of our service fees as a courtesy. 

• Initial Complaint

  Date:12/11/2024

  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 been using Lifesafer for over a year now. Since then, I have had nothing but issues with this company. They are quick to answer and get your business, but once you have a contract, they never answer the phone again. For months now, my interlock device has not worked properly. They claim it is my battery. I have had both batteries, and electronics checked and my vehicle is not the issue. I was finally sent to a shop. I asked over the phone at least 5 times to ensure I would not be financially responsible for this and they ensured me I would not be charged. I was promptly charged $50 by the shop THEY sent me to. I called and sat on hold for an hour, only to be told once again since the shop charged them and not me they could not reimburse me. I have had complete days where the system doesn’t work and my vehicle will not turn on. It has taken countless phone calls of sitting on hold for over and hour multiple times and still no resolution. I have been late to work countless times, I have had to beg family members for rides, all because this company does not answer their phones or try to make sure my car is running. It is actually complete unsafe for me and my family, and we are afraid of driving my vehicle anywhere now because we are worried the system will not allow me car to start anymore.

  Business Response

  Date: 12/12/2024

  We are sorry for the inconvenience and frustration that our long wait times cause. This is not due to a lack of caring, it's staffing issues call centers have been facing for a while now. We have far more service agents than sales agents but we have far more clients already installed, than new ones calling in. This is the only reason the wait to reach sales is shorter. 

  As far as the device and power issues go, this device has been installed on this same vehicle since November of 2023. We don't have any notes about you contacting us regarding issues with power until September of this year. Our reputation manager has reached out by phone and was leaving a message, but the call sounded like it got picked up and no one was there, she will be emailing shortly.

• Initial Complaint

  Date:12/11/2024

  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.

  Myself and the car dealership have filled out 2 separate mechanics affidavits and turned them into the company Lifesafer in order to start my car after service and repairs were done. We have both spent hours on hold to no avail, they do not ever pick up only a recording. When the mechanic was finally contacted after almost 2 weeks he was placed on hold and then disconnected from. I have emailed the client portal, the 2 CSR that I was able to get through to multiple times with no response. Now the dealership has said if not resolved by this Friday they will remove the device which could cause me to lose my license or require for me to have it reinstalled at a cost that I should not have to pay. I have sent many many emails attempted to use the chat online which does the same thing calling does, has me holding for a CSR but then disconnects. My mechanic and dealership are more than frustrated and this must be resolved by Friday because they want their loaner car back.

  Business Response

  Date: 12/12/2024

  The first set of paperwork was received on 12/6, well after 11/27, the "estimated date of completion", listed on the paperwork. We cannot provide assistance based on outdated paperwork for legal reasons. We emailed Mr. ******** to advise of this that same day. We also reiterated what is shown on the mechanic paperwork, that it can take 24-48 business hours (Mon-Fri) from the time the paperwork is received, since they are processed in the order they're received. This should be taken into consideration when filling out the completion date on the paperwork.

  We then received the updated paperwork on 12/10 and reached out to ******** **** ******** the same day. There was no answer, so we left a voicemail. ******** called us back and it was escalated to the team who handles it. We called them again the same day, but again no answer, so we left a voicemail. We understand our wait times are long and we apologize for that, but we can only work with current paperwork and if the shop doesn't answer when we call, we can't help. 

  I emailed Mr. ******** today with the paperwork attached so he can update it, as the paperwork is once again expired. Once it is received, we can reach out again. I have advised Mr. ******** that the shop can reach out to him and he can reach out to me when they are ready for assistance to avoid the wait times when calling in to the main number.