Complaints

This profile includes complaints for Consumer Safety Technology LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Consumer Safety Technology LLC

  11103 Aurora Ave Urbandale, IA 50322-7904

  
• 

  Intoxalock Ignition Interlock

  19550 Van Dyke St Detroit, MI 48234

• 

  Intoxalock Ignition Interlock

  5437 W Washington St Indianapolis, IN 46241

• 

  Intoxalock Ignition Interlock

  5330 W 79th St Indianapolis, IN 46268

• 

  Intoxalock Ignition Interlock

  E5483 Sandstone Lane Plain, WI 53577

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:05/21/2025

  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 an ignition interlock in my car by intoxalock. And I missed a calibration, which isn't uncommon. They have a system in place to resolve such a measure. So when I was able to, I jumped through all their hoops and spent over three days on the phone and on the computer, trying to get them to unlock my car, which was dead in my garage, cuz they locked me out of it. After three days, they said, there's nothing they could do. I asked, what do you mean? There's nothing there you can do. My cars disabled because of you guys. You just took $45 from me to unlock my car, and you didn't do it. So my car is now sitting in my garage, dead, and there's absolutely nothing they're going to do about it. I had to. I had to buy a new car. You see, the thing is, is people miss these calibrations all the time. That's why they have a system in place. And the worst part about it is, is they don't have to lock you out of your car if you miss a calibration. You could just go when you have a chance. But they lock you out so that they can steal $45 from you for unlocking it, which is great if they do so. But when they fail to do so, they need to have another system in place so that you can use the car that you own and paid for and need, which they refuse to do. I. want to see these people out of business. I want. them to take their stuff out of my car. So that is usable again.

  

  Business Response

  Date: 05/30/2025

  A member of the Intoxalock management team has been in contact with Mr. ********************** regret any poor experience he has had with Intoxalock and apologize for any undue frustration he incurred. 

   

  After speaking with Mr. ******** he advised us that he had already removed the equipment and has installed with another vendor.  He asked for a mailing address to return the equipment which was provided.

   

  If you need further assistance, you may reach the representative handling this at ************ or by email at *********************************************************************

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23358426
  
  I am rejecting this response because: IT IS NOT MY RESPONSIBILITY  TO DEAL WITH THEIR DEFECTIVE EQUIPMENT. Furthermore, they? owe me the money they charged me for doing nothing. and I cannot remove that from my vehicles. I'll get in trouble. They need to come and take it out of my car. They have locked me out of my car and I cannot get. I cannot drive my car. It is their responsibility to take care of their faulty, broken equipment. They need to send somebody up here to remove it from my car
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/06/2025

  Intoxalock has since been in contact with Mr. ************** He has removed the equipment already and with another vendor.  So, we have sent him a box with a return label as well as requested a refund of the $42.85 and last months lease charge of $91.84 via check to his home address.

   

  If you have further questions, you may reach the representative handling this at ************

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising 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.

  Have a Intoxalock unit in vehicle. Stranded 5 hours equipment failure. Calibrated 5-7-25. Paying for roadside assistance ***,*******. Charging my bank separate times $20.53 same incident, situation?? I'm asking for printout of are interactions which are excessive. Nothing resolved. Wanting another company and ability to accomplish st no added fees to myself. Already granted savings by judge. Another situation unable to drive 20 days. And my vehicle is still at ********* grocery store ********** ********* since 5-6-2025 noon.

  

  Business Response

  Date: 05/28/2025

  A member of the Intoxalock management team has attempted to contact Mr. ******* but were unsuccessful.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After reviewing the initial complaint Intoxalock has waived a lockout fee on file due to the issue that has occurred. 
  
  If you have any questions or concerns, you can reach the representative who attempted to contact you at ************.

• Initial Complaint

  Date:05/19/2025

  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.

  5/13/25 Lockout fee $***** Also $40 to custom installations to unlock and reset the device Both of the these fees are not right in some ways the ********************************************************************************************************************************************************** ***** on my monthly bill is wrong I did nothing wrong I unplug and ha e to unplug the device everything I get back home from anywhere because the device uses the car battery and has drained it dead several times when I first got it installed. So now I unplug it when I get home and bring the handset inside they are saying I did it incorrectly which caused a lockout. I am very careful doing this because they have charged me this crazy fee once already because of this same reason. Not only is this a fee I have to pay the reason is very vague and makes me look bad to my probation officers. I'm not cheating their system by unplugging the device while I'm driving to avoid it from testing me I simply do it when I get back home from what ever I'm doing like they have Instructed me to to avoid it from draining the battery dead. I'm asking for this fee to be waived and the company refuses to do so. I can understand if I was cheating their testing or something but I simply must have had my car still on or something while unplugging it in my driveway. This is just outrageous to have fees from the company on top of paying fees for the service tech to service the handset. Which is a whole other bad experience the guy this company uses to service the handset custom installations is rude and very unprofessional. I have had the BBB help me once with this company and I'm asking for it again because this isn't right. I didn't do anything wrong and this fee is outrageous. Refund because this fee will be paid by the time this complaint is worked on by the BBB I tried to talk with them but they were very rude to me

  

  Business Response

  Date: 05/21/2025

  A member of the Intoxalock management team has been in contact with Mr. ******* We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.

  
  We have been in direct communication with Mr. ****** and applied a courtesy credit to issue a  refund of $80.06 for the lockout he experienced due to a power-off incident after the car started.  If this occurs again, we will explore the option of performing an inspection.

  
  If you have any questions or concerns, you can reach the representative you spoke with at *************

• Initial Complaint

  Date:05/18/2025

  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 had to install the Intoxalock device on my car due to a court order. While driving the device went off and when I try to blow and reset it, it wouldnt allow me to. I called the company and I was told that because it was my first fault and I wasnt able to work it properly, I wouldnt be charged an $80 dollar reset fee.. I did explain that the device did not work properly as I wasnt able to use it at the time of the incident.

  

  Business Response

  Date: 05/23/2025

  Efforts to reach out to Mr. ******* by Intoxalock's management team have been made in order to address his expressed concerns. Unfortunately, despite our attempts, direct contact has not been established. We have left a voicemail message and also sent an email to the contact details on record. We deeply regret any unfavorable experiences he may have encountered with our company, and we sincerely apologize for any frustration this situation may have caused.

  
  For any further questions or concerns, we encourage Mr. *************** feel free to connect with the dedicated representative assigned to his complaint.This representative can be reached directly at ************

• Initial Complaint

  Date:05/15/2025

  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 am disputing a $75 lockout fee that I was charged by Intoxalock. This charge occurred when I was already at my required calibration appointment Friday which I pay $40 a month for and my car became unresponsive due to a repeated issue Ive reported to Intoxalock multiple times.The problem Ive been experiencing is that after taking short trips, my car will not start again unless its been sitting for over two hours. This has caused issues before, but on the day in question, it left me stranded during a long, stressful day. I had just completed my calibration and my car wouldnt start. A technician at the shop where my device was installed even tried to help me. He attempted to turn on the car by blowing into the device for me, and still it wouldnt work. Eventually, I had to leave my car at the shop and go home.About 40 minutes after I was already home and 20 minutes from the shop I received a text from Intoxalock saying I was in lockout. I immediately called customer service and spoke with a representative named ****, who said he understood and would reset it from his side. He also said to call again the next day to dispute the charge.I called back on Sunday, but the new representative completely shut me down and told me the fee was valid because I took too long to blow. That makes no sense my car was off, and I wasnt even at the vehicle at the time. I explained everything, but the agent was dismissive and refused to help. Ive never had a lockout issue before, and this situation was clearly not due to neglect on my part.I would like the $75 lockout fee disputed. I would also like Intoxalock to acknowledge and address the recurring technical issue with my car not starting after short trips, which may be contributing to false lockout triggers. Im seeking a more fair and transparent resolution process for customers who encounter unexpected lockouts that are not their fault.

  

  Business Response

  Date: 05/23/2025

  Efforts to reach out to Ms. ****** by Intoxalock's management team have been made in order to address her expressed concerns. Unfortunately,despite our attempts, direct contact has not been established. We have left a voicemail message and also sent an email to the contact details on record. We deeply regret any unfavorable experiences she may have encountered with our company, and we sincerely apologize for any frustration this situation may have caused.
  
  For any further questions or concerns, we encourage Ms. ************** feel free to connect with the dedicated representative assigned to her complaint. This representative can be reached directly at ************.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23327387
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/29/2025

  Hi I was never able to talk to anybody about what happened Ive called back numerous of times to whoever had my complaint at BBB and left an email but no response. 

  

  Business Response

  Date: 06/03/2025

  A member of the Intoxalock management team has been in contact with Ms. ******* We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.

  We have been in direct communication with Ms. ****** to address her concerns and reaffirm our commitment to delivering reliable customer support.  As a gesture of goodwill, we have applied a courtesy credit of $81.19 to her account to cover the lockout she experienced.  Additionally, we have provided recommendations to help prevent similar issues in the future.

  If you have any questions or concerns, you can reach the representative you spoke with at *************

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising 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 received a $75 lockout fee charged to my account due to a false positive reading from my ignition interlock device. I believe this fee was unjustly imposed, as I proved my sobriety with a subsequent retest that resulted in a 0.00 BAC reading, which was conducted 40 minutes ********** of Incident: 5/12/2025 Original BAC Reading: 0.25 (false positive)Retest BAC Reading: 0.00 (40 minutes later)Device Model: regular Lockout Fee Charged: $75 False Positive: I consumed no alcohol or substances that would cause such a high BAC, and I was able to prove my sobriety by retesting shortly afterward. False positives can occur from factors like food or other non-alcoholic substances, and I believe this was the case here. /// No Violation: Since my retest was clean, there was no need for a lockout, as I demonstrated that I was not driving under the influence. ////The $75 lockout fee seems excessive and unreasonable under these circumstances, particularly when no violation occurred.I then talked to customer service in which they informed me I still have to pay 75 dollars even though its there machine that is picking up false positives and I proved my sobriety. As this fee was applied under circumstances where I proved my sobriety, I believe this is unreasonable. They are taking advantage of people already in vulnerable situations, I advise people to go to other interlock companies, this one will just charge you as there company lacks ethics for human beings. I will be considering filing a complaint with the ******************************* and/or pursuing further action to resolve this issue as this is the second time this has happened to me and I cant keep afford to be paying 75 dollars for false negatives and then proving my sobriety.

  

  Business Response

  Date: 05/22/2025

  A member of the Intoxalock management team been in contact with Ms. ********************* regret any poor experience she has had with Intoxalock and apologize for any undue frustration she incurred.

   

  After speaking with Ms. ******* Intoxalock credited Ms. ******** account leaving her a credit balance.  We also went over different alcohol sources that could potentially cause a BAC reading to prevent any issues going forward.

   

  If you have any further questions or concerns, you may reach the representative handling this at ************

• Initial Complaint

  Date:05/15/2025

  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.

  Ever since I got my blow and go installed which was at Tower automotive in ******************* the first red flag I should have seen is they told me it was only going to cost me three something and when I got there they were charging me over $500 instead of because they it took longer to put in my vehicle which I didn't understand cuz the solid number was said and then I have had over six lockouts between the month of January until now which is May I've had to pay $60 for every lock out even if I report the lockout if I have already reported the lockout they still make me pay the $60 to get it unlocked by Tower automotive and the reason why I have six lockouts is not because I have been blowing bad or anything it's because my it's been draining my battery I got a brand new alternator twice I've had to replace my battery three times and honestly I feel like they hooked it up wrong but in order for them to even look at my car they said it would cost $160 I'm indigent I'm not I don't have a job I have a daughter I'm only on tan if I can just pay all this money out of pocket and plus the monthly fees I haven't even been able to really drive my car without it dying within the longest I've had it going is 4 days other than that it dies in almost immediately after I get it unlocked and I've tried to see what the issue could be there's no issue besides that draining my battery so fast or them installing it wrong so I've been having to come out of pocket and it's taking up all my time which I shouldn't even have to be focused on that I'm not court ordered to have it in my carBut the *** said if I want to get my license back I have to have it in my car that's why I got it in the first place so I can get my license back but it has been doing nothing but causing problems for me I need some help some legal help I feel like they're just scamming me for my money I need reimbursed for the installation fee because that's what I messed it up in the beginning plus all the lockouts

  

  Business Response

  Date: 05/21/2025

  A member of the Intoxalock management team has been in contact with Mr. ********* We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.

  
  We have been in direct communication with Mr. ******** and have reached an agreement to assist him with his past due balance of $293.77,as well as to help resolve the issues he has experienced related to power drain.An inspection has been recommended, and he will contact us when he is ready to proceed.We remain committed to working with him and supporting a resolution.

  
  If you have any questions or concerns, you can reach the representative you spoke with at *************

• Initial Complaint

  Date:05/15/2025

  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 company runs Intoxalock. I have a device in my car so sometimes I need to talk to a customer representative. You can never get a live human to talk to because they are heavily dependent on machines. There is no shortcut to talk to a representative and no options available to speak to someone. I have been hung up on multiple occasions because the robot says you didnt make a valid option and lets you know its going to hang up and does. The robot it uses does not have a full catalog of voice prompts that covers alllll the reasons you may want to talk with someone. If it wants to use robots it needs to make sure there is a shortcut to speak with an actual person. I am not a robot, I am human and I have feelings and can advocate for myself. I want them to update the system so ppl can talk to a representative. I should have to lie and push random buttons to see if it will allow me the chance to talk to a person. I am so over this AI c*** I am not a robot and want companies to start remembering that and stop trying to take shortcuts and being cheap and just hire humans again. Its causing me emotional distress and anxiety.

  

  Business Response

  Date: 05/23/2025

  A member of the Intoxalock management team has attempted to contact Ms. ****** but were unsuccessful.  We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
  
  Ms. Crank may contact us at the number below for any further questions or concerns that may occur in the future. 
  
  If you have any questions or concerns, you can reach the representative who attempted to contact you at ************.

• Initial Complaint

  Date:05/14/2025

  Type:Product 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.

  So at first, I had spoken to a Miss ****** ******** prior to my most recent phone call on May 2 to go ahead and follow through with the services. After extensive questions, confirmations and clarifications. I had written down all charges to be accepted and paid for as well as monthly and possible fees. On May 5, we had set an appointment me to drop my car off to receive the interlock device. in which case I would be receiving a form referred to as DL 920 which would be proof of installation of the interlock, would then get me my license to legally drive. However, I was not told of a recalibration fee that would cost me $70 just four days I installed the product I was not told that there was a $40 installation fee and a $30 shipment of device. I then had a past due amount the day of installation. After calling on May 5 and May 6 I was unable to have any type of information to wear my DL 920 form was. After two days of calling on May 7 I was able to contact a service agent that was able to allegedly send another copy of the form in the mail would take one to two days. This back-and-forth is costing me money. The extra hidden fees are costing me money and worst of all they nothing about it. This is a legal matter, which means that if I dont do these things that they ask me to do I can go to jail. And seeing is that Im doing everything according to them and by their directions for them to charge me all of this money and still not give me the the necessary items that I have not only paid for, but need in order to be a legal driving citizen. I feel there is some underlining form of shady business going on here. I dont see how difficult it is for somebody who does this type of thing as a business to mess up so badly and continue tocharge somebody now not only am I paying for a service that I cannot use but Im also paying for **** costs as well to jump through their hoops, which are unnecessary

  

  Business Response

  Date: 05/23/2025

  A member of the Intoxalock management team has attempted to contact Mr. *********************** regret any poor experience he has had with Intoxalock and apologize for any undue frustration he incurred.

   

  We were unable to connect with Mr. ********* but after review, Intoxalock has credited the shipping fee as well as applied a $100.00 rebate and one month credit to his account for his time and inconvenience.  The DL920 should have been received and allowed a restricted driver's license at this point.

   

  If you have further questions or concerns, you may reach the representative handling this at ************

• Initial Complaint

  Date:05/12/2025

  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.

  My formal complain adjacent in the upload documents section. For some reason it said too many characters.***** D ***** **** May 9 ************ ****************

  

  Business Response

  Date: 05/23/2025

  A member of the Intoxalock management team has been in contact with Mr. ***** ****.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After speaking with Mr. ***** **** an offer to credit the last two payments of $355.95 as a courtesy due to the issues Mr. ***** **** had during his time with us. This was rejected. We are sadly unable to do the full amount Mr. ***** **** has requested as a lease agreement was signed, and the *** did state the unit was authorized to be installed when the unit was initially installed. 
  
  If you have any questions or concerns you can reach the representative who you spoke with at  ************

  Customer Answer

  Date: 06/02/2025

  I got an offer from the company I got my services from, but the amount they offering is way below the amount i expended with them. They offered 300 when I was charged 1000.

  I dont know the process or what i need to do in order to get a more reasonable amount.

  

  Business Response

  Date: 06/06/2025

  A member of the Intoxalock management team has been in contact with Mr. ***** ****.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After speaking with Mr. ***** **** Intoxalock has offered $355.95 as a courtesy for what has occurred. We are unable to do anything above this offer as it is up to the customer to determine requirements with the state.      
  
  If you have any questions or concerns you can reach the representative who you spoke with at  ************