Complaints

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• Initial Complaint

  Date:04/17/2025

  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.

  We were told 2 different "download dates". One time we called we were given the date of January 30, 2025. The requested download was performed. We inquired 2 weeks later what the status was and was told we needed to do it on the 31st, not the 30th. We immediately did another "final download" Called again in anther 2 weeks, was told they could not find the final download results. Meanwhile, the station performing the final downloads told us there were no violations and the results WERE sent. We did another final download and ONCE AGAIN were told the results could not be found. We feel we should have access to these final download results, but after several attempts via email to MO Interlock, we still have not received these results. We have the rights to the data and feel this nothing but an attempt to continue to collect more money from us.

  Business Response

  Date: 04/23/2025

  Dear *******,
  
  Thank you for your communication. We would like to clarify some important details regarding the role of Missouri Ignition Interlock ************ in your ******************************************* process.
  
  Missouri Ignition Interlock ************ is your designated service center. Our responsibilities include leasing the ignition interlock device to you and performing monthly service appointments during which we download data from your device. However, please note that we do not report this data directly to the State of Missouri.
  
  The process of data handling and reporting is as follows:
  
  1) You have your ignition interlock serviced at our facility.
  2) ******** collected during service is automatically transmitted to the device manufacturer in your case, RoadGuard, a state-approved ignition interlock provider.
  3) ********* is responsible for storing, interpreting, and reporting the data to the Missouri ********************* (***).
  4) By law, RoadGuard is not permitted to share this data with you, the consumer, nor with us, the service center.
  
  When you reach the end of your interlock period, a final download must be completed. This involves one last recalibration of your device at our service center. It is the clients responsibility to know their eligibility date and schedule this appointment accordingly. We do not determine or have access to that eligibility information.
  
  Following the final download:
  
  - ******** is automatically sent to RoadGuard.
  - RoadGuard interprets the final results and communicates directly with the Missouri ***.
  - The *** then decides whether you qualify for removal based on violation status.
  
  To be absolutely clear:
  
  - Missouri Ignition Interlock ************ does not possess your data reports.
  - We do not interpret or forward reports to the state.
  - We are not informed of your eligibility for removal.
  - Our role is limited to servicing your device and transmitting data via an automated system provided by RoadGuard.
  
  If there are concerns about the content or status of your reports, these must be addressed with RoadGuard, as they are the entity with access to and responsibility for those reports. Additionally, any concerns regarding eligibility or the status of your case must be directed to the Missouri **********************
  
  We have reviewed your prior correspondence with us and understand that you have already been in contact with both RoadGuard and the Missouri ***, as we directed you to do. This is the appropriate course of action, and we encourage you to continue communicating directly with them. Unfortunately, we are unable to provide copies of reports, resend data, or intervene in disputes related to report contents, as we do not have access to them and are not legally authorized to handle them. 
  
  We do understand your frustration. The interlock process involves coordination between three separate entities: your service center (us), the manufacturer (RoadGuard), and the state (Missouri ***). However, Missouri Ignition Interlock ************ has fulfilled its duties as your service center, and none of the issues raised in your complaint stem from any action or inaction on our part.  We have responded to each email and call you have made with us, Missouri Ignition Interlock Devices, Inc.
  
  We hope this explanation helps clarify the matter. Should you need assistance with scheduling future service appointments or have questions related to the device itself, we remain at your service.
  
  Sincerely,
  ******** *******
  Missouri Ignition Interlock ************