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.
- 314 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:08/10/2022
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.
On 06/24/2022, I voluntarily had installed an Ignition Interlock Device, in an attempt to obtain a restricted drivers license after a DUI. Once it was installed, I learned that I can not operate the device due to limited lung capacity. I called Intoxalock for permission to uninstall the device. As an aside, I had to pay $250 to install and $150 to uninstall, despite never being able to use the device.On 06/24 I was charged $69.01 for a months lease. On 06/28, I was charged $64.64 for Admin Closing Fee, $3.23 for Data Processing Fee, and $161.63 for Early Cancellation. (Total: $298.51.) My credit card was charged $37.50 on 06/24, and $261.00 on 06/28. (Total $298.50)On 06/29 I began the process of attempting to get a refund of some or all of my charges. After numerous online chats, emails, and phone calls, I was eventually (07/18/2022) promised a refund of the $161.63 Early Cancellation Fee. It's important to note that I never signed the lease, but I was willing to let them keep the other fees I was charged due to a verbal agreement.On 07/18, I was told via phone that they would have to send a check via ***** and that I would receive it in **** business days. They claimed that it had to be a check because they had "erased" my credit card info when they finally officially closed my account. As an aside, I closed my account with them on 06/28, but was charged another $4 on 07/12, which I also disputed and had to argue about with them. Today, 08/09, I chatted and called to inquire about the status of my refund. I was put on hold for over 15 minutes, then disconnected. This is not the first time I've been disconnected, and the wait time is always inordinately long. Chat guy told me that he submitted a request for refund -- AGAIN -- but I have no reason to think that they will process it this time either.They are a miserable company with which to do business. I'm at my wits end with them! I hope you can help.
Business Response
Date: 08/18/2022
A member of the Intoxalock management team has attempted to contact ************** on 08/15/2022, 08/17/2022, and 08/18/2022 by phone and there was also an email sent on 08/17/2022 to ************************ To date, we have not received a response from **************. We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she incurred.
We show that there is a credit on file for the amount of $157.62. Our compliance department is working on getting a check sent to ************** to the address we have on file ****************************************************************************. This check will be cut and sent out on 08/22/2022 and should arrive on 08/25/2022.
If you have any questions or concerns, you can reach out to a Supervisor at ************Customer Answer
Date: 08/18/2022
Complaint: 17694622
I am rejecting this response because: it is not true. I answered the email, and I returned the phone call and left a voice mail message. For the record, one of the phones calls they made was 2:10 minutes of household noise, yawning, and throat clearing, with no actual message left for me. The amount they owe me is also incorrect. I am owed $161.63.
They have been promising me a refund since 06/28. They always tell me that it will be received in "**** business days." When I contact them again (every 2 weeks,) I have to start over explaining my grievance, and being transferred and transferred, left on hold for 15 or more minutes, hung up on. When I use Live Chat, they tell me I have to call, or simply disconnect the chat. When I've emailed, I've been told that I need to call or chat. They've been giving me the runaround since the get.
I will be satisfied if/when I receive the amount owed me.
Sincerely,
***********************Business Response
Date: 08/26/2022
A member of the Intoxalock management team has attempted to contact **************, but were unsuccessful. We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
The refund that ************** received was mailed out on 08/23/2022 for $161.63.
If you have any questions or concerns, you can reach the representative you spoke with at ************.Initial Complaint
Date:08/10/2022
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.
My registered vehicle has a device installed in it due to my girlfriend needing to have one. Recently the car sat for a few days while we were off work. The battery died without either of our knowledge. Because the battery died it caused the vehicle to be locked out. Intoxiloc charged MY bank account ****** for this lockout. I am passed asking for my money back, I AM DEMANDING this company refund all funds immediately!!! This was an INADVERTANT accident that was out of our control. THIS WILL BE RESOLVED. My next course of action will be removing this s*** device and mail it back to intoxiloc. THE on the accounts name for intoxiloc is ***************************.Business Response
Date: 08/15/2022
A member of the Intoxalock management team has reviewed this request. We regret any poor experience they have had with Intoxalock and apologize for any undue frustration she may have incurred.
We are unable to do anything with this request, however, as ************ is not an authorized user on ******************** account. We would need **************** to authorize ************ on file for us to be able to respond to him. We are unable to provide details on the account to someone who is not authorized
If you have any questions or concerns, you can reach the representative you spoke with at ************Customer Answer
Date: 08/16/2022
Complaint: 17694675
I am rejecting this response because:
The bank account you are debiting is my account so yes you better believe you will answer my questions I have on why you frivolously charged MY account. Return my money or have a **** good legal explanation of why you have taken my money! Ill wait...
Sincerely,
*********************Business Response
Date: 08/18/2022
A member of the Intoxalock management team has reviewed *************** request. We regret any poor experience he has had with Intoxalock and apologize for any undue frustration she may have incurred.
However, without prior authorization from **************** on file we are unable to fulfill any request from ************ until we have authorization from **************** that he can speak on her behalf. **************** can contact us to authorize ************ using the number below if they wish to do so.
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/09/2022
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 have a requirement by the state to have an intoxalock ignition system for 90 days. I went through this company. We had to wait hours for them to get this installed. They told me they were having trouble turning on my car. I paid $249 for the system and $97/mo. On 7/3, I went to a store and my car wouldn&#**;t start. I took it to repair shop and they told me they replaced the end on a wire. The car hasn&#**;t started in a month. Then they came out and pulled the system out of the car and left the wires out and caused more damage to my car. They are saying I owe them and they will put a lien on me.Business Response
Date: 08/09/2022
We are a third party vendor. This should be handled by Intoxilock. They are the ones that hired us.Business Response
Date: 08/18/2022
A member of the Intoxalock leadership team has made multiple attempts to connect with you in an effort to discuss and ultimately, resolve the issue. It is not Intoxalocks intent to deceive or mislead any customers, particularly when it comes to the costs they incur while leasing ************* equipment. We recognize that obtaining & managing an interlock can be quite a confusing process and it is our goal to make that experience as easy as possible. Still, we know that mistakes or miscommunication may occur and if it does, we are committed to reaching an amicable resolution to any issue with the customer.
That said, we are hopeful that you will return our attempts made via phone & email, to speak with the Manager assigned to remedying the matter. We would encourage her to call a Manager directly at ************ or via email at *******************************************.
We look forward to hearing from you soon, so that the issue may be resolved.Initial Complaint
Date:08/09/2022
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.
**************** is the worst I have ever dealt with. I have called several times and been hung up on each time. I am in my final month with the company and they have still yet to send my final readout to the state. However they keep sending my device into lockout. Violation 47, which I was told was an unauthorized start. There is no one to start the car other than to use this device. I have been charged $54.75 three time just this last month. 7/14, 7/23, and then 8/8. I haven't done anything differently but no one can explain to me or corre t the issue on there end. This should be illegal as they are doing as they wish and if I don't pay these fraudulent lock out charges I can't drive my car.Business Response
Date: 08/15/2022
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 agreed to waive the last four lockout charges due to the issues she has been facing. This has left a $53.66 credit on ********************** account Intoxalock is also looking into the removal for ****************** as she is now past her one year requirement and will be in contact with ****************** once we have an update.
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/09/2022
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.
This company continues to call me even after I asked them to stop calling me. They also continue to send mail solicitations weekly/biweekly. I have never done business with this company. I have contacted the company and they acknowledge that I am on a "do not contact" list yet, they continue to contact me.Business Response
Date: 08/15/2022
A member of the Intoxalock management team has tried to contact **********************. We were unable to do so, but did leave ********************** a voicemail. We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
Intoxalock did have the incorrect address on file, so the do not contact form had not been filed correctly. We did update this and the phone number and address are now on our do not contact list. ********************** will no longer receive any further contact from us.
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/08/2022
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.
This company (INTOXALOCK) billed me to INSTALL the device and charged me a monthly device fee for 6 months, before the *** noted to ME that it was done improperly and that intoxalock should never have installed the device until I had a valid license. Therefore I had to pay for the installation and 6 months worth of renting the device, none of which counted towards the *** restriction. I had to pay to have the device removed, and then paid to have a new one reinstalled once I got my license. The *** informed me that ********************** should have known that my license was invalid and they should have advised me not to get it installed until my license was sorted. However, the company did not do that, and took my money for install and for 6 months without ever informing me that it did not count towards the ************************************ This company took my money for more than half a year, and I want it back. They installed it knowing that they were in the wrong. Where can I go or whom do I need to speak to to get this sorted? I have all the paperwork from all the months they ripped me off.Business Response
Date: 08/16/2022
A member of the Intoxalock management team has attempted to contact ****************, but were unsuccessful. We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
After reviewing the initial complaint we have credited the closing costs the ******************** account for a total credit of $230.03.A voicemail and email were sent to **************** to determine how they would like the refund handled.
If you have any questions or concerns, you can reach the representative you spoke with at ************.Initial Complaint
Date:08/08/2022
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 have called them numerous times over that last month to get the device removed from my vehicle.- 2 weeks ago I was told my contract was up on August 2, 2022 and if I had it removed before that date I would be charged an early termination fee. They said if I waited there would only be a $62 remoclval fee.- I waited and had the device removed on August 2, 2022 and canceled my account. I paid the $62 removal fee.- The next day, August 3, 2022, I was charged $81. They just took the money from my bank account without notifying me of the fee.- I called them and they are now saying it was a deactivation fee. I was never told there was such a fee. In fact, I was actually told the only fee would be the $62 if I had it removed on August 2, 2022.- They are now giving me the runaround when I ask to speak to a supervisor.- I want my $81 returned and I do not authorize them to take anymore money from my bank account. They have their device and my account should be closed as od August 2, 2022.Business Response
Date: 08/16/2022
A member of the Intoxalock management team has attempted to contact **************We had to leave ************** voicemails as he was unavailable. We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
Intoxalock has credited the $81.31 that was charged to ************** for the removal. We are awaiting a response from ************** to get the amount refunded to him either via credit card or check.If you have any questions or concerns, you can reach the representative you spoke with at ************.
Initial Complaint
Date:08/08/2022
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.
Intoxalock provides court ordered IID services, but fails to properly inform the customer that there are many hidden fees and predatory practices that go into their business model for making money. The equipment they provide has repeatedly drained my vehicle battery to the point that it triggers a lockout which then is billed at approximately $81.66. The purpose of a lockout is to deter people from attempting to start the vehicle when they have ANY alcohol in their system or to prevent tampering and circumvention of the deceive. I have not had a single one of the above issues, yet am still charged additional money because it would seem their device is designed to generate its own lockout revenue by generating false problems. I was never Informed when I leased the device that it would require near constant operation of the vehicle on a daily basis To ensure that you wont be charged for one of these lockouts when your vehicle power is completely depleted after a couple of days of non-operation. I went on vacation and even activated the power saver mode and removed the handheld unit from the car( my state allows nightly removal) and the battery was completely ruined when I returned home from as little as 6 days away. Their response when I called to attempt to explain and have full refund for the lockout charge since it was not due to anything I did, was to be dismissive, tell me I need to have someone drive my vehicle when Im gone and to blame the state for having these requirements that justifies their predatory fee structure. I would not have decided to use Intoxalock if I had known how their specific unit works and how it requires all of this additional consideration to not be charged extra money at every turn. In researching other devices there seems to be far less of an issue with SMARTSTART or GUARDIAN, leading me to believe they are aware that this is a revenue driver for them. I am doing the right thing and still punished so they profit.Business Response
Date: 08/15/2022
A member of Intoxalock management attempted to reach ****************** and apologize for any frustration incurred.
I was not successful in speaking to ******************, but provided him with the lockout credit total of $81.66 he is requesting. I did advise him to reach out to me so that we can make sure he has the information he needs to avoid lockout fees in the future. A copy of his statement was also forwarded to his email on file as confirmation of the credit applied.
If you have any questions or concerns, you can reach the representative you spoke with at ************Customer Answer
Date: 08/16/2022
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:08/05/2022
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.
This company used bullie tactics to take money from the public. And are never available to be reached when a issue arises I have on many occasions asked for my money back that was wrongly taken from my account only to be told I could only receive a credit for the amount taken the employees lie to clients and with hold undue payments.Business Response
Date: 08/11/2022
A member of the Intoxalock management team tried to contact ******************, but were only able to leave a voicemail as they were not available . We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
Intoxalock has credited the recent lockout of $80.72 to ********************** account. This amount will go towards any future ******** ****************** has with **. If he does wish to have this amount refunded, that can be done, but he will need to reach out to ************ to do so.
If you have any questions or concerns, you can reach the representative you spoke with at ************Initial Complaint
Date:08/05/2022
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've had this Intoxalock machine for about a week it has been nothing but problems it doesn't work right. I've scheduled an appt for the service center I cannot get in to til next week. The machine goes off and says my cars on even though its turned off and ask to blow. My car is turned off and I'm nowhere near my vehicle and I still get violations. I'd like them to look at the camera footage at the same time these violations occured so they can confirm that it's their machine that doesn't work aand stop charging me money for no reason.Business Response
Date: 08/11/2022
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 ************** the issues had already been handled by our customer support team. A new unit was recently installed in the vehicle and any of the $75 lockout charges have been waived or credited to the account.
If you have any questions or concerns, you can reach the representative you spoke with at ************
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