Complaints
This profile includes complaints for Sens-O-Lock of America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 2 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:05/16/2025
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.
Since June of 2024, I have accumulated a total of 10 violations from my ignition interlock device. These were due to false positives and or machine malfunction where I was not able to give a breath sample at all. Each violation has cost me $75 dollars from sens o lock and another $25 dollars from their affiliated shop to clear the code for me. I have been sober for over a year and a half. I have read their manual and have avoided drinking or eating anything hours previous to using the device. I had reached out to them on several occasions claiming the device was malfunctioning. They agreed to have the cord replaced and for a few weeks, the device seemed to be working properly but then I starting having issues with it again. One of the violations stated my blood alcohol content was .34. this would put me at near death. Also, this was after I left my place of employment. I have video footage showing I was in no way incapacitated at the time. Finally, the company agreed to replace the device but would not refund me for any of these 10 violations. Since the new device has been installed around December of 2024, I have had not one issue with using the breathalyzer. I would like a refund in the amount of $750 dollars credited back to my account. The malfunction of this device has cost me well over $1200 if you include the cost to clear the code and all the money spent on rides/tows...not to mention lost wages for the days I was stranded on the side of the road but I am willing to accept a $750 credit.
Business Response
Date: 05/21/2025
Customer’s interlock logs show that violations that occurred
in July, September and October 2024 where instances caused by a contaminant
being introduced into the driving environment. All IIDs on the marketplace today (whether
our product or from another company), do not have the ability to determine the
source of detected alcohol. If the
customer eats, drinks, or uses a product while driving that may have an alcohol
by product in it, the device will register an alcohol reading. The way you can determine a possible
contaminant is that the alcohol reading occurs, but the customer is then able
to give a good sampling within a short period of time (usually 2 to 15 minutes later). This seems to be the issue in the cases
cited above. Contaminant readings must
be reported to the DMV per their regulations, thus the reporting charges for
these instances are valid. No credits
are warranted. Contaminant use has been
discussed with the customer several times and is outlined in detail in our User
Guides and Training Video.Instances that occurred on December 23 and December 27 show
very high alcohol readings and many attempts by the customer to connect and disconnect
the IID cable. This could indicate that
there was an issue with the device, but it returned to normal operating order
on December 28 and readings were normal after this occurrence. A replacement device was provided to the customer
after these incidents, at her request, and as her posting indicates, she has
had no issues since then. When the device
in question was returned to us, it was thoroughly tested with no issues found
and has been sent out to another customer who has been using it with no
issues. While the issues on these two dates seem unusual, as a
courtesy to the customer, we will provide an internal credit of $150 for the
reporting fees charged along and a credit of $50 for the two resets at the
service center. These credits will be
used against future lease payment on her account. Reversals have been sent to the DMV to have
these issues removed from the customer’s record.Customer Answer
Date: 05/22/2025
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. An ignition interlock device is designed to allow drivers to operate their vehicles without alcohol in their system but youre in the business only to scam people out of money. It is obvious the device was not calibrated or updated correctly since my logs indicate the car was usually able to be started up minutes later but only after I was already in violation. The service rep, after about the 10th violation inquired if there was a gas test performed at the service center. Nothing about this was ever mentioned to me in the contract or verbally but either senso lock or their vendors. It is not my job to know how to calibrate the device. This is what I pay an absurd amount of money for on a monthly basis. After speaking with one of the employees recently, he said he doesn't always do a gas test because it messes up the device and leads to false positives. If this was the reason for all the violations, I do not know but still, I can not be held liable for this or made to pay for others errors. In addition, there were a few instances where the device would not let me give a breath sample on the rolling retest. In these situations, I was forced to pull over, turn the car off and try to give another sample. This usually worked however, I was unaware I was being violated for these times as well. The manual states "never disconnect the interlock handheld unit while the vehicle is running." To avoid any further legal issues or violations, I adhered to this policy. However, on one of my last violations, a service tech told me if I couldnt get the machine to allow for a breath sample on a rolling retest, I could disconnect it while the vehicle was on and avoid a violation. Not only is your product crap, but you also don't have clear policies or try to assist customers who are only trying to be in compliance. This offer of 200 dollar credit is laughable and I will bring this issue to small claims court if you are unwilling to credit my account properly.
Regards,
****** *******Business Response
Date: 05/23/2025
As explained, the current IID technology in the
marketplace allows for the detection of alcohol in the driving environment. As for “generating false positives,” all interlocks measure
breath alcohol whether a result of an alcoholic beverage, mouthwash, food or a
alcohol vapor – unless alcohol is consumed, the other possible causes tend to
dissipate quickly. If alcohol by-products are in the driving environment,
alcohol readings will occur. These are not being caused by a malfunction of
the IID. As required
in the IID program regulations of your state, alcohol readings must be reported to the
DMV. Contaminants in the driving environment
are explained in detail in our IID User documentation, The questions asked to you by our service technicians
are normal troubleshooting questions when trying to address a customer’s problem. It by no means puts any responsibility on you
to know the recalibration processes, but sometimes observations by customers help
us to pinpoint possible issue causes. We have thoroughly looked into the issue you cite
in your original posting. Our previous explanation
provides our stance on the credits given.
As the other instances you cite where you were able to give a good test
shortly after a violation point to contaminants in your driving environment, no
further credit consideration will be given.Initial Complaint
Date:09/17/2024
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 been having issues with this company's equipment and have been reaching out to them via phone and email since February 2024. I first got my device install 6/17/23 but didn't have a license until December so the car was just sitting. Once I got my license and began to drive the device would violate any given time. I had to have my battery replaced twice and took it for service once to make sure it wasn't my car. I have video of the device being on and my car was off for hours before I noticed it. I also have video of my car being parked and off during two of my violations and Rebecca is telling me it's an installation issue as if I installed it myself. I went to ********** ***** as the company required me to go to get it installed. I had my device replaced one and right before the second replacement my device went into a violation at ********** ***** as they were about to give me my vehicle back after checking it out for three hours and they said it's an issue with the device. I am being force to go to another company because these ppl wont help me and I'm afraid that my license will be revoke because of these issues. I've paid out to them directly $1084.65 plus another $130 for violation. I've also had to pay ********** ***** $239.90 to install the device and 298.62 to calibrate it every time it violated and it hasn't even been a year yet, when I should have only been getting a calibration charge of $127.98 for the entire year. I've been working with them up to this point until I got stranded because the device again went haywire on me. I reached out again and she said because I didn't drive in five days so the device had died even though my car battery was at 100% and my car turned on. I also have a video of that. I need them to refund me and to notify the courts that their equipment is failing cause customers to violate their agreements and potentially get their license revoke due to their errors. Now I have to pay another company to uninstall their deviceBusiness Response
Date: 10/10/2024
We are sorry to hear that the customer has made the decision to go
with another vendor without giving us the opportunity to get to the bottom of
the issue. Our technical representatives made several attempts to get in
touch with her, but she was either on vacation, not available or refused to
take direction when asked by our reps to try and troubleshoot the
issue.
Customer leased the equipment 6/14/23 and had no reported problems
until 7/5/2024. Therefore, there will be no reimbursement for any
fees charged during that timeframe. Customer is required to have the
device serviced on a bi-monthly basis by the regulations of the interlock
program of the state of NJ. Fee is $20 every 60 days (not the fee
referenced by customer in her complaint) and not refundable as this is a state
mandate required service,
Customer reported issue with device 7/5. Device not shutting
down when vehicle turned off. Our technical support (TS) suggested a way
to manually shut the device down, but customer would not take suggestion
because service center told her it was a device malfunction. The
manual shutdown involves pressing a button on the device. It was decided
to send a full replacement system to her service center. Original
equipment was returned to our office and after extensive testing on our
simulators, nothing could be found wrong with it. System has been sent to
another customer who has been using without incident.
Customer reported same issue with new system. our TS suggested
wiring issues as nothing could be found wrong with the original system. Service
center was asked to check as they are responsible for warranting all work done
at their shop. They insisted it was not a wiring issue. Customer
was advised that we would send another system out, but t after it was shipped
it was decided that she should go to another shop for them to check
the wiring first . Customer was going out of town for several weeks and
said she would call upon return. She was called while out of town
to discuss next steps. Message left. She returned and called
back but employee was off sick. She spoke to manager of TS who
informed her of option. She could go to another of our Service centers
who would check wiring. We would pay for that visit, but if the bad
wiring issue done by the original service center was the cause, then we would
contact them and insist that they return charges they made to her for the
original system repairs and for the work done by the new service to
repair the wiring. These funds were not paid to our company, Customer called and made decision that she
wanted to go with another interlock provider.
Without a second visit to another shop, we have no way of
verifying what caused the issue customer was experiencing. Therefore,
we cannot determine that this was caused by device malfunction. We
are willing to refund the violations charges made for two reports of violations
reported to the DMV (one in July for $55 and one in August for $75) and will
waive the removal and return shipping fee for taking our device out of
her vehicle and returning it to us. Removal must be done by one of
our authorized service centers. This decision needs to be made by
no later than 10/11 to avoid any further charges against her account,Customer Answer
Date: 10/24/2024
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, details of the offer I reviewed appear below.
As I've said before I've been having issues dating back to February with you and tried to do my best to work with them. On 10/7/2024
I called and I emailed, letting you know that I was not getting
calls back from anyone and that I had violated yet again and was about to be
locked out. You knew that you had canceled me as a customer and I did not have any
choice but to go to another company or be locked out of my vehicle. You send me
a return label and then charged my card again for another monthly service you knew I
wasn’t using on 10/12/24.
Again, I agreed to pick up the device and
take it to Trenton. Which shows after everything else I’ve been going through, that I was working with you because that wasn’t my job. But once I was denied
the device I was told to drive to see if they'd fixed the issue, which I show you
in the emails, that the issue still wasn’t fixed. I was never told anything else after that
because I questioned my refund and put in the complaint. After which, no one would talk to me, return my calls or email me back and then, you removed
me from ********** ***** customers list and I was no longer able to have my car
calibrated and I was forced to go to another company or go with out a vehicle.I am asking for my fine in the amount of $55 and $75, my
excess calibrations fees $21.33 x11=234.63, my $69.31 which was charged on
10/12/24 and the removal charge of $126.88 for a total of $560.82 to be refunded to me. I have work with this company and did my best to give you enough time to fix the issue and all I did was accumulate more and more charges, time off of work, batteries, service not need on my car and wasted time running around to accommodate your request with having my vehicle check over for hours for it to do the same thing over again. At the least you can do is to give me back this,
Regards,
Carmella WilliamsBusiness Response
Date: 10/28/2024
We have made our final offer to you via the last posting. We will refund $130 in violation reporting fees and your October lease payment of $69.31. We are not responsible for any fees you paid to the service center. They are independent contractors responsible for work performed at their shop. We will make payment if $199.31 upon receipt of your approval. No further discussions or offers are forthcoming, As explained before, you made no efforr to allow us to get to the root cause of the issue to affect any other refunds. Your system was returned to us and found to have no mechanical issues.Initial Complaint
Date:12/27/2023
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 made the unfortunate decision to go with this company so that I could drive amd work. I was not required to have an interlock but was moving and started a new job in September. Despite the horrible reviews, I went with sensolock and have had nothing but problems with the failing equipment and horrible customer service.
My equipment t failed three different times. I have had to have my vehicle towed and was left stranded as the service center was an hour drive one way. The last two times I had to get rides, call ****, stay in a hotel and pay expensive two fees. When asked for reimbursement I was told the equipment failures could be my vehicle or my fault. All three times the equipment was returned and I was not told what the problem was. One of the techs told me it was their power cord bit the other times I was not notified of why. When I asked for reimbursement I was told my car didn't need to be towed. My car was an hour from the service center and could not be driven because the equipment didn't work. I was told I could get hald off mybill for the next month.
I was charged a late fee last time by the scammers saying my card was removed. When I called back they were able to charge my card. I went off on the brainless idiot that worked there and was told I would need to remove my equipment which I gladly did. They have caused so much unneeded frustration and expense. Theae lowlife should be out of business.Business Response
Date: 12/27/2023
******, As was explained to
you by Tech Support, there was a means of starting your car to return to
service center however, against our recommendation, you decided to have it
towed, that was your call. You booked a hotel room, incurred **** and other
expenses and expected us to pay for them. I explained we simply do not
reimburse expenses unless they were pre-approved. As for cc late fee, upon your
specific request, November 22 via voicemail, which we have the voice recording
on file, you specifically requested that your cc be made inactive so that it
required your approval before a transaction was processed. When you failed to
call to authorize the lease payment by close of business the due date, a late
payment fee was processed. When you spoke with a person in Accounting,
demanding that the late fee be credited while lobbing a plethora of F bombs at
her along with calling her a whore and bitch, I followed up with an email
stating there would be no credit for the late fees and that your account was
permanently suspended, the lease agreement cancelled, early termination fee
waived and explained that you needed to complete the IID mandated term with
another provider. Your language was inappropriate, vulgar and vile, whereas I
hope for the sake of others in your life there is another side to you, I will
not allow rude customers to speak with employees in that manner. For the
record, you have an account balance of $160 which if not paid by close of
business December 29, your account will be turned over to a collection agency.
As for the “horrible” reviews
you referenced, we have been in business over 25 years having serviced
thousands and thousands of customers in that time. Whereas no business owner
wants to receive a bad review, the reality of our market is no one wants the
product to begin with therefore, certain individuals refuse to accept
responsibility for their actions and look to place blame on others for their
actions and issues. Last I knew, there are approximately 12 – 15 negative
reviews over 25 years, given the nature of the business, I can accept that it’s
simply not possible to achieve 100% customer satisfaction. However, a barometer
to our longevity and success is, unfortunately for the individual, we have
customers returning to us every month based on a positive previous
experience(S), to help them through another IID mandate.
Initial Complaint
Date:12/20/2023
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.
DO NOT USE THIS COMPANY PICK ANOTHER PROVIDER!!!! These devices are old boxy outdated overused pieces of junk. They become immediately uncalibrated by a mere gust of wind in the winter, even if you bring them inside. I am on my second device because the first one was malfunctioned. My car was bricked for a week because they did not have a new device for me. I had to pay towing and for all of the false positives even when I wasn’t eating or drinking anything!! Now I have my second device and guess what? I’m stranded again at the gas station in my way to work because of recalibration issues. Another 55 dollars and possibly another month violation for literally no reason yay! I’m scared to even call the company because of how bad my experience was last time.. If you call the company and tell them your problem they will literally scream at you and gaslight you when all I want to actually do is get my device fixed. I have paid hundred on hundreds in hundreds of dollars of false readings which they then basically use to frame you into getting violations at the dmv. They don’t try to resolve your issue they just tell you to be more cautious when eating lunch and a bunch of other deflections because they know their devices are not working properly all the time. Freezing my ass off on the streets right now because of sensolock.Business Response
Date: 12/20/2023
The State of CT DMV IID
Regulations stipulate a pass/fail point of .025 or greater, all units shipped
are programmed to conform to the mandating state and of course, federal
requirements. Since this customer had the device installed in June, he has
provided 1,508 breath samples, of those, there were only 8 failed start tests
(approximately .005% of all samples provided). Neither of the two IID head
units he’s had since the initial installation have “become immediately uncalibrated by a mere
gust of wind in the winter fallen
out of calibration.” The 8 failed breath tests had
alcohol readings ranging from .025 - .090. CT DMV requires the interlock go
into early lockout within 3 days due to any failed or missed test. That said,
whereas the pass/fail point is .025, DMV only extend terms on failed start
tests if the reading is .05 or greater. When a separate Violation Report is
required due to state regulations, vendors charge a reporting fee, in our case
the fee is $55 per report, regardless of the number of failures or missed tests
on a single report. Other IID vendors charge $75 per each failed/missed test
which in his case, would have amounted to $600. In sum, this customer was
charged $210 in Violation fees. The unit he claimed was out of calibration,
tested exactly according to specification upon receipt and has been in use
another customer since late July without a reported incident. As a result, he
was charged $95 for returning working equipment. In general, there is a
misnomer about “false positives” – ignition interlocks detect and record breath
alcohol, regardless of the source – whether from an alcoholic beverage or
various contaminates such as cologne, hand sanitizer, body spray, work related
environmental chemicals, ethanol, etc. Whereas in many cases the failure is not
a result of the consumption of an alcoholic beverage, state regulations
consider it a failure. The reality is no interlock vendor is providing the
breath sample for the customer, therefore it’s in the customer’s best interest
to control their environment to eliminate exposure to all alcohol-based
products while operating a vehicle equipped with an ignition interlock. There
is no “gaslighting” occurring, just the unfortunate reality of being required
only operate a vehicle with a mandated ignition interlock. Best
regards,CraigF Craig
L***Owner/CEOSens-O-Lock
of AmericaInitial Complaint
Date:12/02/2023
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.
Send-o-lock provides me with mantadory interlock device for my vehicle. Since I have had these devices I have a had repeated failures where the device won't accept testing and "locks me out" of my vehicle leaving it immobilized. This has now happened on several separate occasions and I have video evidence. Sens-o-locks only solution is to mail me a new unit which is subject to the mail service and whenever sens-o-lock decides to send the units, which I have records that indicate they take they're time with that. So I'm currently locked out of my vehicle, have been waiting since I called 9am Thursday 11/30/2023 (this is documented) and I won't receive my new unit until the post office opens up on Monday ( I have record of shipping). ********* has offered no solution and the owner/ceo has directly deflected my concerns and reverted to blaming me for originally needing the device rather than acknowledging his faulty machinery. I want them to held accountable and to be compensated for the days I have not been able to use my vehicle.Business Response
Date: 12/04/2023
Submit the following in reply
to BBB complaint: ******, you’ve made some
inaccurate interpretations and out of context references from our email
exchanges Friday, December 1, related to this matter. I’ll skip the rude and
unprofessional references in your emails and reply to a few of the salient
points. Failures and lockouts - Since installing the system March 3, his log records show there have
been 429 passed tests but only 2 failed tests where some form of alcohol
was detected in the breath sample. This represents .00047% of all tests
provided, very commendable however, CT DMV Regulations require the unit to
lockout in 3 days. Defecting
concerns and placing blame - You referred to yourself and
others as being “forced consumers” to which I replied, “Yes, I understand
that few want this product but are forced to use it due to prior decisions
and mandates. No judgement!” Equipment
maintenance - To address your accusation that we do not maintain our
equipment, I replied – “I assure you that we maintain all of our
equipment, parts and components are replaced, when necessary, units are
cleaned and, every piece of equipment shipped is thoroughly tested prior
to shipping.” Our process, along with the other IID companies in the
market is to replace equipment if there is a reported failure. Most, if
not all IID vendors, ship a replacement component or system when issues
are reported. I then stated “The unfortunate reality is than in general,
whether it's my customer or one from another IID provider, people tend not
to treat these systems as they do their cell phone or tablet. We do not
control the environment in which they are exposed nor the way in which
there are handled. We do the best possible job of providing a quality
product and service to help make our customer's experience as positive as
it can be.” Mailing units –
you moved from CT to NY, a state we do not service therefore do not have
service centers. As a courtesy, rather than driving 160 miles each
way to the nearest service center in CT or NJ, we had
been sending replacement head units each month. This courtesy is will no
longer be offered, you will need to select a NJ or CT based service center
for future calibrations. Aside from sending head units for your normal
monthly service, to maintain compliance with CT Regs, there has only been
one other unit replaced due to a reported issue. Upon return, the device
was thoroughly tested, the reported issue could not be replicated, and the
same unit is in use with another customer without any reported incidents. Taking our time to replace systems – as established, you reported an issue Thursday
morning, November 30. A replacement unit was shipped the same day.
Unfortunately, packages are delayed due to a significant increase in
seasonal shipping volume. **** was chosen as their system indicated arrival
would occur by Saturday, quicker than the alternative carrier.
Unfortunately, it was not delivered. You were informed of the
possible delay due to the increase in volume, we explained that once we
tender a package to the carrier, we have no control over delivery. Accountability
and compensation – whereas IID vendors do not provide loss of use
compensation given that we do not control the environment in which the
system is used, vehicle conditions or manner of use, as a one-time
courtesy, I will extend a 6-day credit to his account, a 6th day is included in case the shipment is further delayed until tomorrow.Customer Answer
Date: 12/07/2023
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:11/06/2023
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.
When I first got senso lock in my car within the first week I had gotten like four violations because it needed a firmware update and was malfunctioning so they did that and I thought It had fixed it but getting random charges in my account and they’re saying I received a violation on October 20 of a fail in rolling test with a BAC that never happened if it happened I wouldn’t care I understand I wouldn’t go through so much trouble but it was a Friday I was at work. I literally don’t drink at all anymore. Didn’t even get this for alcohol and I I’m just baffled because it never happened and I had to get a calibration on the 25th. They never said anything to me like it never happened so I don’t understand how it recorded it and they are absolutely no help at senso lock nobody knows what they’re talking about, nobody knows what to do. They transfer you to every other person and then you get a manager who doesn’t do shit like this machine can’t mess up because it obviously did over and over and over and over again.Business Response
Date: 11/07/2023
********,
I appreciate the feedback but it’s important to recognize
details and facts. The firmware update you reference shortly after the
installation was a maintenance matter much like firmware updates for cell
phones. The difference is this model IID does not communicate via cellular
network therefore, the unit must be connected to a computer to perform the
update.
You called Saturday afternoon, after the office was closed,
asking about a charge to your account. To alleviate your concerns over the
weekend, after attempting to call you, I sent the email below. The only edits
to the email I sent you is deleting the last name of the rep who you spoke with
along with the failed test reading.
Aside from standard monthly lease charges, the only other
charges to your account, as outlined in the lease agreement that you accepted
and signed, are for two violations to the DMV IID Program Regulations. The
first, is a result of failure to show up for the monthly calibration service
DMV requires. As you know, there is a 5-day grace period to show for the
service and every time you start your vehicle the dates are displayed on the
device screen. As clearly addressed in the training video and in the Quick
Reference Guide, both of which you claim to have watched and read, lockout
occurs at 12:01AM on the Lockout Date.
The second violation fee was charged was due to a low BrAC
level. The email I sent Saturday afternoon, below, covers this topic.
“I tried returning your call but for some reason the
call did not go through. The $55 charge was a Violation Reporting fee from a
failed RRT on 10/25, see below. The good news is DMV will not add another month
unless there are two or more failed RRTs in the same month - looks like you’ll
be fine. It’s a very low level, probably a result of come airborne contaminant
in the vehicle – windshield wiper fluid, hand sanitizer, perfume, body spray
etc.
Since you have five minutes to provide a test when the
alert sounds, it’s a good idea to lower the windows, let some fresh air clear
out the vehicle and the a few deep breaths to purge anything from your lungs
before providing the test. This should help eliminate any similar issue in the
future.
10/25/2023 8:24 AM (******) -{Customer had
Early Lock Out 10/24/2023} - Card Declined/Sent Email -
HH-**************** LOD-11/24/2023
2023-10-20
18:23:51
***************** **** **** ****** **** ****** ***** * *****
Best regards,
Craig
F Craig L***
Owner/CEO
Sens-O-Lock of AmericaInitial Complaint
Date:07/18/2023
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.
There’s been a few issues with this company im starting to think that this company is scamming people out of money when I was shopping around for an interlock device for my son this company talked me out of going with the other company he said he would do it for less money a month n to go see his friend at stereo works I said ok I’ll go with u when I took my son to stereo works after talking to the guy I didn’t have a good feeling he tells my son to go in the car after the machine was installed this is all new to us this never happened to any of us n he tells my son to go untwist the device for what reason we didn’t know we never used one of these before so needles to say I went in there letting him know it wasn’t twisting he comes out took the device n said it’s broken we said what how could it break there’s no way so he makes a phone call n says we have to get a new device wich they charged my account 95.00 then they charged 25.00 another55.00 plus t the monthly fee of 69.15 now it’s time for my son to go for a report for the month car goes to stereo works was asked again to untwist the device n boom another charge of 55.00 comes out of my account it’s all a scam on making money they don’t let u know money is going to be taken out no warning nothing they just take I’m done with company in one month they already took alot of money n this is going to go on for a year it’s not fair to me or my son I’m getting a lawyer involved this is a dishonest company not to be trusted I would like my money back from this company n I’ll move on everytime I look into my account there pulling money out I’m done so people please fair warning do not go with this company there scamming people ??Business Response
Date: 07/20/2023
The charges to your card are all delineated in the signed lease agreement and are based upon CT DMV Regulations stating that any failed or missed test must be reported to DMV within a three-day period, the violation charges and repair fees are documented and legitimate.
Unlike other vendors in the market, we offer the ability for customers to remove the head unit from the vehicle in extreme temperatures to expedite the start process versus waiting for the unit to heat up or cool off if left in the vehicle. It’s akin to the general consensus that one doesn’t leave a smartphone or tablet in the vehicle in extreme temperatures. In addition to being shown directly how to disconnect the head unit by Stereoworks, the training video shows exactly how to perform this simple task. We have a copy of the signed Checklist stating Colin read the User Guide, watched the training video, understood the terms of the agreement as well as having read and understood the State’s Ignition Interlock Regulations, amongst other acknowledgements. I trust it was he who signed the documents, The repair fee of $95 is a result of Colin incorrectly removing the device (twisting the entire connector versus just the braided ring nut as shown to him) thereby damaging the wiring in the head unit.
Log reports include all log records beginning the day the system was installed. It shows there were 339 passed tests yet only three failed tests – these are the violations that led to the fees. This information supports the notion that the failures are not device related but likely a result of an airborne contaminant Colin was exposed to while or just before providing a breath sample – hand sanitizer, cologne, body spray, perfume air freshener etc. A list of such contaminants was emailed to Colin the day the unit shipped. It’s also available in the documents he stated he reviewed.
You referenced hiring an attorney in this complaint. That is your prerogative, but we encourage you to read all the documents before incurring the expense of retaining an attorney. Finally, we are happy to have a direct conversation with Colin if he has any questions regarding using the system.Initial Complaint
Date:04/07/2023
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.
4/7/23 this is a interlock breathalyzer i had a wintergreen mint and it violated me said i was drinking, i was using smart start and never had any issues like thisCustomer Answer
Date: 04/13/2023
Please be advised the company has contacted me and resolved the issue to my satisfaction in a very timely manner. Please update or remove the complaint. Thank you **** ****
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