Complaints
This profile includes complaints for Consumer Safety Technology LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 984 total complaints in the last 3 years.
- 311 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/30/2022
Type: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 completed my requirements. And now that I have done so, intoxalock refuses to send the necessary paperwork to penn dot in order for me to get my license. I have tried to talk to them about the issue , only to be hung up on.
Business Response
Date: 09/08/2022
A member of Intoxalock Management was able to speak to Mr. ***** and apologize for any frustration incurred.
During the conversation with Mr. ****** the data was not showing and needed to be downloaded by the service center. Once the data had been downloaded, compliance was able to review the data. Unfortunately, the state of PA required 60 days' worth of data leading up to his eligibility date of 8-24-22. Upon compliance review, data was missing from 7-18-22 until 8-24-22 . Without the required data, a compliance check can not be done. Mr. ***** was advised that his next compliance check eligibility date would be 10-24-22.
Please feel free to reach out with any questions or concerns at ************.Customer Answer
Date: 09/09/2022
Complaint: 17794636
I am rejecting this response because:
The loss of data was because of their faulty equipment and inexperienced personnel. I did nothing wrong to cause any of these issues and have complied to every request thus far, even with loss of time and wages on my part. I have done everything asked and have complied in every way. I should not be punished due to their negligence. I'm asking that they remove the equipment from my vehicle, considering it is already 2 weeks past due . I don't feel I should be inconvenienced any further as well as be charged for the lack of service on their part .I filing another formal complaint with Penn Dot, as well as the compliance board . I feel this is their issue. And I shouldn't have to suffer for their mistake.
Sincerely,
*************************Business Response
Date: 09/14/2022
A member of Intoxalock management has attempted to explain the reason a compliance check will not be able to be performed and certificates sent.
Unfortunately, if no data is received, our compliance department will not have enough data to process the state-required compliance check. Recalibration is due 9/16/22 and if not completed, will also cause a failed compliance check, which will cause eligibility for the next compliance check to be extended. All requirements for a compliance check will need to be completed in order for us to have enough data to send certificates to the state.
Please reach out if there are any other questions or concerns ************Initial Complaint
Date:08/29/2022
Type: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.
In early August of 2022 I leased the device from the company to try and get my life back on track, get a better job, be able to legally drive and not be worried. I initially chose them because they were cheap in price and their salesman said some things that I made it sound like the best company for my money...the day after the instalation of the device my vechile would not start.i contacted them about 5 times in that 4 hour period and every time I called they would just blame me for what was going on...eventually I was locked out if my truck because their equipment was not functioning correctly...after about 2 days of my truck not being able to turn on,being hung up on numerous times I finally forgot about them and called my service center myself..they were able to re calibrate the device,which cost me 25$ plus the lockout fee that was charged to me because of the supposed lock out I cause. That is about 4 to 5 days after the instilation..some days after that I decide to go put gas in my truck...again I get left at the gas station with a truck that won't start in 105 plus degree weather,I was calling and calling them I got hung up on numerous times finally I talk to someone I was able to go once again to the service center and again get the device re calibrated but this time I don't get charged at the center because the owner had pity and mention I needed a new device and that they have trouble with them all the time.i get the device calibrated get my truck and go home.. the very next day I go os turn the truck on no problem turn it off come inside get all my recyclables load my truck and go to the recycling center...again I get stranded at a recycling center in 100 plus degree weather having to call my wife to come help me move my vehicle so I'm not impending the business...again I call and again I get hung up on,transfered until no one ansers.when I finally speak with someone she yells at me over the phone I ask for managers their is no one available....Business Response
Date: 09/06/2022
A member of the Intoxalock management team has attempted to contact ******************, 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 account we show that the lockout charge of $75 has been waived. We also show that an inspection work order was set up to verify the status of the equipment.
If you have any questions or concerns, you can reach the representative you spoke with at ************.Initial Complaint
Date:08/26/2022
Type: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 met my requirements with my interlock device. I paid my report and removal fee 8-3-22.I called customer service twice. Have been on their live chat twice.I was told to contact DMV.I did 3 times.they are waiting for my report.***** @ Intoxalock told me yesterday that he would contact me today.no contact.I just waited on hold for 13 minutes twice and was hung up on both times.l have been billed for monitoring services again since The 3rd & I was just notified that I will be billed again for monitoring.no1 will send my report.no1 has answers.they keep taking my $.please help me???Business Response
Date: 09/02/2022
A member of the Intoxalock management team has attempted to contact ************* We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
There was some confusion from the OR DMV on when ************ was eligible for the no negative report to be ran. This has since been reported to the OR DMV,OSP and ************ on 08/31. Please allow 3-5 business days for processing on their end. Once ************ confirms he has the green light, please give us a call so we may schedule your removal appointment.
We do apologize for any delay so we are waiving the Administrative Closing Fee of $59.99. There is also a $50.00 credit balance on the account that he will be receiving once the removal has been confirmed.
If you have further questions or concerns,you may reach the representative handling this at ************Initial Complaint
Date:08/25/2022
Type: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 was charged for installation of the interlock deivce by INTOXALOCK and again by the service center a total of $370. Never recieved the $100 rebate promised for installing the equipment. Calibtrations were stated as being $15 when in fact they were $45. Monthly hidden charges for unauthorized insurance and roadside assistance that wasnt needed. Disrespectful and rude customer agents that caused me to become frustrated never resolving any of the issues called in . Agents werent honest and have no knowledge of device operation. The damage to my vehicles electrical system requiring a new battery at a cost of over $225. Monthly lease charges $98-107 x 8 months. And this is the over kill a end of lease charge of 70$ along with service center fee of $125 which is outrageous and a vilolation of consumer rights. NO OTHER INTERLOCK COMPANY CHARGE THESE EXHORBITANT FEES or devices cause damage to customers vehicles. If i dont get some type of consolation or refund for the charges i have incurred by having the intoxalock interlock i will be making a report to the ******************* of the interlock division of the state ************************* as well as the deceptive trade practices used in customer transactions to the state attorney general and the numerous rights violations to the appropriate authorities. This company has a reputation for hidden fees and unethical trade tactics. This is definetly a warning to anyone to beware and use caution when chosing your interlock provider. They squeeze consumers for all they can with no regards to customers satisfaction, inconvenience or individual case situation or resources. It will continue if no one takes control or monitors this company for integrityBusiness Response
Date: 09/01/2022
A member of the Intoxalock management team has been in contact with ******************* We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
After speaking with ****************** Intoxalock has decided to credit $132 to ****************** account. This credit will go towards our closing cost of $65.99. The remaining $66.01 has been refunded to the credit card we have on file for *******************
If you have any questions or concerns you can reach the representative you spoke with at ************Customer Answer
Date: 09/02/2022
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.
Sincerely,
***************************Initial Complaint
Date:08/25/2022
Type: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.
They are not sending required paperwork so I can receive my license. I have called at least 10 timesBusiness Response
Date: 09/02/2022
A member of the Intoxalock management team has been in contact with ******************. We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
After speaking with ****************** Intoxalock has resent the DL21sc form that was sent to PennDOT on 08/05/2022. The document was resent on 08/29/2022. Intoxalock is working closely with PennDOT to get this matter resolved. PennDOT has a processing time of 3-5 business days and should have the document on file shortly
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/23/2022
Type: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.
The intoxalock unit requested a retest when I wasn't even in the car to react to it and the key was not in the ignition. When we came back to the car the unit listed a lockout on the grounds that a retest was missed even after a green pass blow test was submitted and accepted only minutes later being caught on the onboard camera as by the driver. Interestingly I noted another complaint by Mad1970 on June 8, 2022 which said the very same thing happened to them. We request Intoxalock adress a problem that obviously happened to me and others.This unit has many other problems which include texting a driving helping to create a distracted driving situation which is at best dangerous and perhaps deadly. I think the units texting actually breaks ************ Law on texting while driving. We request Intoxalock also address this very basic dangerous issue. This has been communicated to Intoxalock with no promise of corrective action on their part.Business Response
Date: 09/01/2022
A member of the Intoxalock management attempted to reach ***************
An attempt was made to ************** in an effort to address his concerns . Unfortunately as I was leaving my contact information the automated systems advised memory was full and did not allow me to leave my contact information. When exiting the vehicle we advise to wait for a 3 minute countdown that will come up on the handheld before exiting the vehicle. The 3 minute countdown is the signal that the customer may exit the vehicle and not worry about being retested. If exiting too soon a random retest can happen. The random retest is requested by the state and can be at any random time that the vehicle is on. Should ************** feel that his device is not working as it should we will be more than happy to schedule an inspection for him . He may reach us to go over the process for the inspection as well. I have waived a lockout fee for him as a courtesy for $79.50 .
If you have any questions or concerns you can reach the representative you spoke with at ************Customer Answer
Date: 09/02/2022
Complaint: 17752369
I am rejecting this response because the stated purpose for the 3 minute restart is the realization that if your car stalls you have 3 minutes to restart the car without going through the sometimes lengthy breath test creating a new danger. After all there may be a situation where for safety sake you would want to restart the car quickly for instance: get it off railroad tracks or out of a dangerous intersection. There is no reason why Intoxalock's dangerous machine should not be able to know the ignition keys (and therefore probably the occupants) aren't even in the car and safeguard against calling for a retest when noone is there to hear the request other than giving Intoxalock the ability to charge $79.50 every time the machine malfunctions. Stating that it is a requirement for the driver to wait the full 3 minutes before he or she exits the car is just way for Intoxalock to waste more of the driver's time. That is simply an abuse of the driver's rights as is also the turning on and off of the supplied camera ever 10 minutes for a 2 minute duration. What is the purpose for that?. My understanding is that camera takes a picture of the driver every time a breath test is performed to establish only the driver can clear the restriction and that does make sense but the frequent 2 minutes does not..I would also like to point out that in my case it took no less than 5 phone calls to intoxalock before the in question $79.50 charge was reversed as was proper especially noting a breath test minutes later was shown as Green (passed). Problem is this equipment malfunction will happen again and next time Intoxalock says it is on me. No it is on them to alter their dangerous machine so it doesn't malfunction again giving them the opportunity to once again cash in.
Sincerely,
*********************Business Response
Date: 09/08/2022
A member of Intoxalock management attempted to reach out to ************** with no success.
An attempt to speak to ************** was made 9-7-22 and 9-8-22 with no success. We can schedule an inspection for him should he feel the issues he is experiencing are device related. If any device related issues are confirmed we will cover for the inspection and any equipment that the service center advises needs to be changed out. Any additional lockouts not yet waived will be waived as long as it is confirmed it is device related. If it is not a device related issue ************** will be responsible for the inspection fees incurred. we can also go over how to avoid lockouts to prevent lockout fees.
If you have any questions or concerns you can reach the representative you spoke with at ************Initial Complaint
Date:08/22/2022
Type: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 had an Intoxalock device installed voluntarily in November 2021. The contract was until 1 May 2022. The car that it was installed in was totaled (per the insurance company) due to an accident on 15 April 2022. I notified the company that day. They told me I had insurance on the device and that they needed a $200 deposit. Once I provided the paperwork stated the vehicle has been totaled by insurance, I would reimbursed the fee. I started contacted the company regularly (through chat on their site and phone calls) starting on 27 June when there was nothing further from the company. I had requested a transcript from them from my device on the same day, in which I was charged another $25 for the transcript. I was told on 5 July they could not provide the transcript due to never recovering the device installed and I have the email stating I would be reimbursed. I was also told I was still being charged $4.24 for roadside assistance for a device I didn't even have anymore. The person on the phone stated they didn't handled it and I needed to email another department. No one had told me this before, even when I called several times before or on the say of the accident. I notified that department on 27 June (per the email) and they proceeded to still charge me that fee until 15 Jul 2022. Now, after 15 phone calls and 13 live chats, I was charged another $26.50 for the Datalog that I never received. Every time I call it is a different answer or different information. At this point I would just like the $25 fee back and all of the roadside fees. But, most of all, I would like someone to look into this business and it's practices. I did this voluntarily and it has been the worst experience imaginable. I cannot even imagine how they rip off people who are court ordered to complete their time with this company.Business Response
Date: 08/30/2022
A member of the Intoxalock management team has been in contact with *********************** We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
After speaking with **********************, Intoxalock has processed a refund of $47.26 to her card on file. This represents the $25.00 for the data logs and $22.26 for the roadside assistance charges after the accident. We have reached out to the third party the roadside assistance is thru to have dropped for *********************** We do apologize for the incorrect information given and will be reviewing the calls to do our best to prevent going forward.
If you have further questions or need further assistance, you may reach the representative you spoke with at ************Initial Complaint
Date:08/22/2022
Type: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 got the Intoxalock installed 7/29/2022. I supposedly got this email with the DL-9108SC form that I need, I probably deleted it by mistake. So, I've been calling almost every day, a couple times a day. I get all kinds of excuses. 24 to 48 hours. Call back at this time. ****, ****, Blah....I've been waiting for 22 days. Nothing! Although, They still get my credit card every two weeks. For a service I can't use.Business Response
Date: 08/30/2022
A member of Intoxalock Management attempted to reach out to Mr. *************** was unable to speak to Mr. ****** but did leave a voicemail informing him that the DL*****sc was resent to the email on file 8-22-22. If he has not received it he can reach out directly and I will request for it to be resend to his email. I have also applied a credit to his account of $50 for any frustration incurred.
If you have any questions or concerns you can reach the representative you spoke with at ************Customer Answer
Date: 08/31/2022
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.
Sincerely,
*************************Initial Complaint
Date:08/22/2022
Type: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 currently vacation with my family over four hours away from my home. I came out to start my vehicle this morning and realized that my car battery was dead. I called to ask the Intoxalock representative why I was experiencing a lockout and they said it's because my car battery had died. I am very responsible with maintaining the device that is inside of my car and did not know that a dead car battery resulted in me having to pay a $75 fine. I make my payments on time every time and have never missed one. They are refusing to waive the fee and said that it's in the rules and regulations and I'm responsible for it. I have never been locked out before and think as A one time courtesy they will remove the fee. The customer service I received from the three people I spoke to was horrible. They were extremely rude and did not even attempt to help me fix the problem. I want the fever moved and I also want an apology in a phone call from the company because the way they treated me was disgusting and I refuse to let this go.Business Response
Date: 08/30/2022
A member of the Intoxalock management team has been in contact with ******************. We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
After speaking with ****************** there was nothing further we could do for her. The lockout charge that ****************** is mentioning was waived by one of our representatives on 08/22/2022. If any further issues are to arise, ****************** may reach out to the representative she spoke with today.
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/19/2022
Type: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 had a DUI back in 2017, I did my probation and learned my leson even though I was barely over the limit, I know not to ever chance it. I now have the intoxalock device as I got a car and started driving again about a year ago (I was in a bad accident in the mountains and was too scared to drive for 4 years). I have been using this unit for just under a year and have had lots of weird electrical problems but that's it, until today. Today I am driving and it goes off and I blow like always and put it back. a few minutes pass and I hear all these beeps and noise coming from the device. I pull over to a gas station and look at the device and it says LOCK OUT. I am very confused as I havent even been out of the car since I blew to start it, I drank nothing, I don't know what is going on. I am sure its an error so I phone them. The man who is super rude and condescending tells me, you failed your retest. I ask how did I fail? I haven't drank any alcohol, I don't even drink anymore. He says we know it's not alcohol, it's too low to be alcohol. So why are you charging me $75? In order to get the lock out removed from my screen I have to reset it which is accepting the fee of $75. ***** didn't do anything wrong, why would I agree to pay a fine of $75 if I didn't do anything wrong. You failed your retest. He said perhaps I used hand santitizer which caused the fail. I did not use anything or even have any in my truck. it was a few minutes from when I started the truck and I did NOTHING but drive the truck. I had pizza but I had pizza before I started the truck in the first place. Even if I did have hand sanitizer, which I did not, that is not illegal to my knowledge. So, why am I being charged $75? He will not give me an answer and he will not let me speak to a supervisor. I go to the internet and find that tons and tons of people are being screwed over by this corrupt company. paying my debt for my error is okay, this is not okay to pay extra for not breaking any rules.Business Response
Date: 08/26/2022
Good afternoon,
Unfortunately due to the name on the complaint not matching the name on the account in our system, the customer will need to call and authorize anyone they would like us to speak with to address this concern.
Please feel free to reach a representative directly at ************.
Thank you
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.