Complaints

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

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  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  4290 Glendale Milford Road Blue Ash, OH 45242-3704

• 

  LifeSafer

  529 25 1/2 Road Suite B113 Grand Junction, CO 81505

• 

  LifeSafer

  475 W 115th Ave Unit 1-A Northglenn, CO 80234-3048

• 

  LifeSafer

  1083 Diplomat Drive Suite 105 I Debary, FL 32713

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LIFESAFER is the most unethical and fraudulent company i have ever encountered. They falsely reported non compliance, stating a missed appointment that never happened, lock outs right after calibration that resulted with being double charged for mistakes on their end. When coming to the end of my time with the device, they prolonged the process and forced me to get another calibration when I was paid through past the date of removal, on a last attempt to charge another $125 and would not send final compliance to state unless the calibration was done. Come to find out that it was never necessary and not required by the state, not only did their shop confirm this but even their own employee. LIFESAFER needs to refund me for the fraudulent calibration.

  Business Response

  Date: 07/09/2025

  We thank *** ******* for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will contacting *** ******* to see how we can best assist him. 

  Customer Answer

  Date: 07/14/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:06/14/2025

  Type:Billing 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.

  Ok I went to lifesavers website 6/10/25 to get a breathalyzer quote and seen if it isn’t installed the same day you get a credit for the month I had to wait 2 days to get it installed 6/12/25 so they gave me a credit that didn’t cover the month I paid a little out of pocket 6/13/25 but the definition of free is not to pay anything unless it states cover taxes but that was not said either it the fact of saying this and doing this to people that need to get their licenses back mind you the state backs these companies so are they cheating so many people this way?

  Business Response

  Date: 06/16/2025

  We thank *** ***** for taking the time to bring this to our attention; we are looking into this matter and a LifeSafer Executive Resolutions Manager will be contacting *** ***** to see how we can make this experience a better one. 

  Customer Answer

  Date: 07/04/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  Problem:
  I sent complaint a couple weeks ago and someone called me and helped a little but I signed up to lifesafers because I’m obligated by law so again i feel like I kinda being taken advantage of but it stated online if you weren’t able to get a breathalyzer installed the same day you’ll get a month free they gave me a credit that didn’t cover the first month and took about $10 from me then I sent a complaint here they credited my 10 plus supposedly enough for the rest of the month and again they took a lil out the $10 again to state free and take anything without it being stated is messed up and very unprofessional for s company doing business with the government I need this fixed because I don’t need this company messing with my license I added original pics from the first charge too so you can see and be caught up I understand it’s only a few dollars but when your paying thousands just to drive again legally and the business would be getting money from you a whole year from you regardless it’s like I said unprofessional and I’m pretty sure against the law by false advertising also technology stealing from their customers
  
  Desired Outcome:
  Billing adjustment; I think they should credit my basically $10 back and add an additional REAL free month with no hidden fee BS; Refund
  
  
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 07/07/2025

  We have reviewed *** ******* account and noticed there was an overcharge of 1 day of service, totaling in an additional $5.17. The credit previously granted to *** ***** has covered the biweekly payment for service, as well as the overcharge. We have adjusted the account and added the amount used of that existing credit to cover the overcharge back on to the client's account. He will be able to use the remaining amount for the next biweekly payment due. *** ******* first month of service has been covered by Lifesafer as promised, therefore, we will not be providing any additional credits at this time. If *** ***** has any additional questions or concerns, we encourage him to reach out to the LifeSafer Executive Resolutions Team member who has previously assisted him. 

  Customer Answer

  Date: 07/08/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  
  Last time I messaged the BBB lifesafers “fixed” the issue too but soon as I did they made call I didn’t pick up asking for a better review online then charged it as a service call like it’s therapy or  there is no reason for them to call me I asked to reimburse me last time and still over charged they’re lucky I’m just asking for another month free but real free not these hidden fees on the side so I have to message your company they’re lucky I don’t reach out to a lawyer cause this is ridiculous obviously they admitted fault but can’t fix it properly or professionally 
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 07/09/2025

  When we initially spoke with *** *****, we corrected the issue with the overcharge and asked him if he'd prefer the reimbursement as a credit to his Lifesafer account, or if he'd like the funds returned to the original method of payment. *** ***** agreed to the credit on the account. If preferred, we'd be more than happy to reimburse client the for the original overcharge of $9.83 back to the original method of payment. All other fees associated with the first month of service have been covered by credits applied to the Lifesafer account. At this time, no additional credits are due. 

  Customer Answer

  Date: 07/10/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  The fact I have to get the BBB involved because a business making money off people’s misfortune of needing a breathalyzer is taking advantage of their clients little by little and when I tried emailing explaining how you guys messed up(last time) ya acted like I was wrong and didn’t respond until the Better Business Bureau stepped in and now that I had to contact them again because the same issue there has to be more compensation for repeatedly doing the same and obviously you were going to pay me back eventually cause I been talking to lawyers already it not worth it yet but the way you respond and think the way to make it better is to return my money when you overcharged in general nope not me I want to start my own business so I read into this stuff so now like I said I want an additional month of fee covered without me having to get reimburse MY MONEY because 1 this is stressful and time consuming like this is part of your job not mine then the fact your system that you also rely on to say if anyone is driving after drinking can’t even take the right payment that’s questionable too right there 
  
  
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 07/11/2025

  Other than the first initial overcharge, which has been refunded, all fees associated with the first month of service have been covered by credits applied to *** ******* Lifesafer account. At this time, no additional credits are due.

  Customer Answer

  Date: 07/11/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  It funny I was going to pay my bill a week early that’s why I seen that crap but you still over charged twice I don’t care I was getting my money back either way your a business I didn’t do anything wrong but complain about your service right then you call expecting a better review then do the exact same thing? Nope like I said I’m taking my time out my day to respond to this BS when it’s your job to do this not mine yeah 1 got a free month with getting over charged twice and having to report the company for anything to be done so no I do not except that you just reimburse My Money if you can’t do your job get a different one but as for this issue I don’t care if you agree what I asked for I could be asking for more and I believe if ask my lawyer friend I believe it can go into one of those have you used this breathalyzer company you might be intitled to money from a lawsuit cause I know I’m not the only one but I know and read laws all the time I’m asking for simple way when us that needs the device for a year or more but you guys want to be greedy over charge and not try to fix anything properly like I said you admitted you wrong doing but if you kept my money or anybody else’s that’s stealing and the fact I asked for a month without no hidden fees like June to July or me having to fix a stupid problem like this then I think you should not be doing business with any state or government program and don’t worry all this getting posted online too cause there’s no reason to hide the truth right you gave me back my money not time or stress to explain myself to someone that clearly stealing from innocent people trying to do what they have too to get their license good 
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 07/11/2025

  The overcharges on the account have been corrected and credited. All fees associated with the first month of service have been covered by credits applied to *** ******* Lifesafer account. At this time, no additional credits are due.

  Customer Answer

  Date: 07/15/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  Like I said you was going to pay me back my money first off I don’t know if ya think cause this is a business you can get with anything like that don’t worry KARMA A B***H can’t even do ya job right and think the other person not going to report you I paid my month it isn’t like I don’t have money it the principal you got me wasting my time to correct s**t that shouldn’t have happened if you can’t handle it send me your lawyer’s information or where to sent papers cause you guys are the trash at running a business and fixing things all I asked for an additional month for your mistakes
  
  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with LifeSafer and their Interlock that they installed in my **** ***** ***. When I first got the machine installed at ****** ***** *** *********, I spent $250 on the installation. And the machine hasn't worked properly to the point to where I have to take it back to the shop in order for them to fix the machine. And they're reporting to LifeSafer that everything is fixed and everything is clear. But after that happened, the machine kept me stranded twice and the shop, ****** ***** *** *********, is not telling LifeSafer the truth. I also have a learning disability. A lot of this is very confusing for me. And LifeSafer is insulting me, saying that I'm contradicting myself, that my concerns sound silly. They've consistently got an attitude with me, and they're saying that the issue lies with my truck. When in the ****** history, my truck, has never had any history of electrical issues. And LifeSafer and the place that installed the Interlock in my truck keep saying that it's not on them, it's on my vehicle, even though my vehicle has never had these problems. And I can prove that with the ******. So ****** ***** *** ********* is lying to LifeSafer, and LifeSafer is disrespecting me and not helping me. They don't know that I have a learning disability, but you still should respect people when they need a little more help understanding things. So they are saying it's going to be another $250 for me to get a new system installed. I don't believe I should have to pay anything because this is clearly on either the device or the people who installed it. I want all my money back, and I want them to pay for everything at this point. And then I will continue my monthly payments with them.

  Business Response

  Date: 06/09/2025

  The information provided here and notated on *** ******* account is not enough to understand the scope of problem or determine the issue or next steps. LifeSafer's Resolutions Manager will be reaching out to *** ******* shortly to get more information and attempt to reach a resolution. 

  Customer Answer

  Date: 06/10/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  The lady I spoke with is saying that all I am saying is the machine is not working. At this point I know no one is properly looking into this matter. If she had taken the time to look at the LITERAL WEEKS of information present she would see that I had to contact the mechanic 3 times because the interlock wouldn't even draw power to turn on to even start the truck. Randomly during driving the machine lost all power therefore shutting my truck down all together. Luckily I was in my neighborhood and not on the highway. This company and their technicians are putting my life in danger and trying to pin the blame collectively on my truck but that theory is blown out the water now that I have provided the car fax proving my truck has NEVER had faulty wiring or whatever bs they are talking about and these issues ONLY started happening when I got on this Interlock program and had to trust some random mechanic to wire this machine properly to my truck. What else, there are multiple emails that I have sent at least 5 or 6 of them were just blatantly ignored by the company and I can prove that. Everyone at this company that I have spoken to is rude including the manager. LIFE SAFER YOU WILL PAY FOR THE NEW INSTALLMENT OF THE INTERLOCK AND CREDIT ME MY $250 back from the original shop who is purposely leaving out the fact that they had to fix my truck twice and drive out to me once RIGHT AFTER THEY SUPPOSIVELY FIXED THE ISSUE WITH THE INTERLOCK. All im saying is it isnt working my ass fuck outta here. 

  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 06/23/2025

  Apologies for the last response, I had a emergency that took me out of the office. We resolved *** *******' complaint on 6/11. 

  Customer Answer

  Date: 06/24/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had just got off work and was about to head home for the day. I got in my car gave my test and passed. Started my car with no issues. I sat there, not even putting my car in gear while I messaged my wife that I was off work and heading home and my device asked for my 5 min re-blow as it always does. I blew and... "fail! Safely stop driving" and now my horns honking and lights flashing so I turned my car off and called lafesafer. I got through to a technician right away which itself was mindblowing, and upon relating my experience to the tech was told " that sounds like a device malfunction. Try waiting 15 min and swishing your mouth with water and try again." OK, sure thing. I wait, swish, go to start my car and now it says I have a violation and pending lockout. I immediately called lifesafer back and was told by a new tech that it must be a malfunction and regardless I have to go in and pay, again, for a service to avoid my lockout, but that I can contest the violation. Ok great, more money I don't have but sure thing. When I contested my violation I was informed that it stands because ********** state law says a passing re-test must be submitted within 10 min of a fail. So why then did there technician tell me to wait 15 min?? When I tried to contest the matter further and requested the names of the techs and the audio recordings be reviewed I was informed that they would not be turning over that information without a subpoena from an attorney. So now I get to spend more money that I again don't have just so that lifesafer will check there records and admit that THEY TOLD ME TO WAIT a longer duration of time than was legal under the guise of their devices malfunction. This lockout violates my compliance terms and will force me to have this device in my car and extra 3 months. This is at the least extortion if not outright entrapment and the fact that I have to go to these lengths just to be heard just proves how shady their business is.

  Business Response

  Date: 06/03/2025

  Interlock device settings, operation, and violation guidelines are determined by national and state laws and regulations. Waiving a violation is not something the interlock companies have the power to do. In some states, we may be the ones that review the logs and report back to the state, but what we report is determined by the state laws and regulations. If something fits the violation guideline set forth, interlock companies have no authority to "clear" or leave the violation off.
  
  We have pulled the call from the day *** ******* got the "fail" reading and we did not advise him that it was a device malfunction. We advised that it was most likely due to something he ate or drank and that he would need to rinse his mouth with water and test again. The technician at the appointment the next day did not change out the device and it recalibrated without issue. Additionally, we've reviewed the logs and determined that there was no device malfunction.
  
  The next issue about which *** ******* is inquiring — he states that we told him to wait and test again when ********** requires a passing test after a failed test in order to clear it from the list of violations that can extend a client. While that may be the information given, this is general advice we give clients for failed tests in all states. It's not intended to be legal advice and we make it clear where we can, including in our contract that we do not provide legal advice. To expand on this, clients are not required by the interlock companies. All interlock companies are private companies, not entities of the state or government. ********** interlock clients are required by any or all of: DOL, ***, probation, court, whoever else instructed him to get the device in a legal/government capacity. The official requirements and guidelines need to come from the entity/entities requiring him, also known as his monitoring authority/authorities — as they set and can change these rules and regulations at any time. *** ******* should contact his monitoring authority/authorities if he has questions regarding how to dispute, absolve of, or resolve a violation at the time of the violation or anytime after.
  Further to this point, as *** ******* was already advised by LifeSafer's Reporting Supervisor, the information regarding retesting after a fail is available to him at  **************** - **********'s website regarding interlocks. We also list this in the "Installation Checklist" that clients sign and initial at installation. 

  There is nothing additional to be done by LifeSafer in this scenario, however the LifeSafer Resolutions Manager will reach out to *** ******* to open another line of communication to assist him further. 

  Customer Answer

  Date: 06/03/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  First off, I WAS told that it sounded like a device malfunction was the reason for my failed test after starting my car just fine, sitting inside it, with the doors closed and then receiving a fail despite absolutely no change in environment or procedural method. If lifesafer would release and review ALL CALLS AND COROSPONDENCE from that day, I would have the proof of this. Secondly, they stateted in their reply that they don't provided advice in legal matters. Then WHY DID THERE TECH INSTRUCT ME TO DO SOMETHING THAT WOULD RESULT IN A VIOLATION. If they can argue that then I have to ask why there tech is giving out instructions in the first place if by there own admission, they are not responsible for knowing all the laws. Furthermore i was told that lifesafer has techs and services in all 50 states. Where are the techs from ********** that SHOULD know the local laws and why was I talking to someone nowhere near me instead of one of them? Finally if more evidence is need about their extortion racket, ill have you note that in not only my communication with them but multiple others I see on the BBB page, they point out how they hope to resolve things without attorneys due to the expense to the individual. Funny how trying to hire someone to defend your rights is conveniently so expensive most people have to just take this treatment and play along just hoping to make it to the end of this nightmare. Well im done being fucked over by lifesafer. This is not the first, but will be the last time they lie and steal from me. In addition to hiring an attorney, I am collecting and organizing statements from various online sources and previous clients attesting to the extortion and theft they suffered at the hands of lifesafer and will be presenting it to media sources, both online and televised. 

  
  
  
  Regards,
  
  
  
  ******* *******
  
  

  Business Response

  Date: 06/04/2025

  As *** ******* was previously advised by the Lifesafer Reputation Manager who reached out to him yesterday, 6/3/2025, he is responsible for knowing what his monitoring authority dictates as a violation. He was also advised that we provided the 10-minute rule to him in his installation paperwork. He was advised to wait 15 minutes by a call center agent, he was advised that call center agents are only able to give general interlock advice, they can't advise of specific state requirements. His installation paperwork was able to have that info because it's drawn up with his specific monitoring authority requirements based on his account, this can't be done on a call center level. *** ******* has been provided with that manager's contact information, if he has any further questions or concerns. 

  Customer Answer

  Date: 06/05/2025

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  As lifsafer seems content to only address this one aspect of my complaint while completely ignoring my concerns with there shady and unethical business practices, as well as the purposeful withholding of the necessary call logs and account notes the not only validate my claims but also expose their deceit of giving knowably false instructions which conveniently force an extension of my compliance date, any further communication will come from my attorney.

  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Billing 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.

  Charged my debt card without consent
  
  I want to touch base on how unprofessional your company has been to me. I made a mistake, just like others. I have been sober now for 7 months. I was just charged by Lifesafer randomly after my unit was uninstalled on May 6th. It is very frustrating to call your center with no answers. I paid my last bill in early May to make sure I have no balance. Your 800 department told me on a recorded line that I owe nothing more. I asked three times to confirm I owe nothing more. And asked again this is a recorded line, correct. Their answer was yes. Nothing owed. I paid the dealer $200 to uninstall and my obligation is complete. On May 30,2025 I was charged $198 with no advanced notice. I trust what I was told. But, honestly I should have deleted my credit card information from your system.
  
  I ask you credit my debit card back the $198.26 immediately. I have copied my attorney on this email.
  
  If you want to help those that made mistakes in life then your company and Craig A******** should think about helping your clients. Not making clients upset, frustrated and treated poorly.
  
  I hope to hear from you soon.

  Business Response

  Date: 06/03/2025

  The contract *** ****** signed at installation states that we can run any card on file for any balance due to LifeSafer. When we pulled our phone calls with *** ******, removal/deinstallation payment was never discussed. The fee for deinstallation appointments is $179.99 plus tax paid to LifeSafer and no shop fee. Unfortunately, it appears that our contracted shop mistakenly charged *** ****** directly and didn't collect the LifeSafer fees as expected.

  LifeSafer's Resolutions Manager will be in contact with *** ****** shortly to resolve this as quickly as possible. 

• Initial Complaint

  Date:06/02/2025

  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.

  My interlock is allowed to be removed on 5/23/2025..I went for final download on 5/27/25 i called to get my compliance letter so i can go to dmv to get it removed ive had no violations or any issues....ive been calling them several times getting different answers...i called the state and they said lifesafer has to send me the compliance letter and then i take it to dmv.......this company has many complaints about this i have recordings and emails if needed anymore info u need my number ###-###-####

  Business Response

  Date: 06/02/2025

  Unfortunately, the proper order of steps was not taken. Interlock clients are supposed to get their end date from ***, contact the interlock company to advise of this date, schedule a final download, then contact us after the final download to run the report. We were contacted on 5/28 to advise the final download report is needed. This is not a process that's done in one day, each piece can take a full day or more even.
  As of today, 6/2, the final download was reviewed, compliance was sent, and the client notified. This has been a total of 3 business days since the request was made and 4 days since the final download was completed. We feel as though we've acted in an expeditious manner and did not have unnecessary delays. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding LifeSafer's failure to provide timely support and resolution for the removal of my ignition interlock device following an accident that totaled my vehicle. I have been fully compliant with the LifeSafer program and am scheduled for completion in August 2025.
  
  On May 10, 2025, my car was declared totaled following a not-at-fault accident and was picked up by ******, a total loss company. The LifeSafer ignition interlock device remains in the vehicle, and I have not had access to it since.
  
  Starting on May 11, I began reaching out to LifeSafer customer service by phone and email, following all instructions. I submitted the required mechanic affidavit and requested device removal or authorization to reinstall it in a new vehicle. Despite numerous calls and hours on hold, I have received no meaningful response or resolution.
  
  This has created an urgent problem:
  
  I am unable to drive legally because I cannot install the device in a new vehicle.
  
  The company’s lack of response puts me at risk of being marked noncompliant, even though I’ve done everything right.
  
  It has disrupted my ability to work, care for my family, and remain in good standing with the program.
  
  I am requesting that LifeSafer immediately:
  
  Mark the device as unrecoverable or authorize removal.
  
  Transfer my account to a new vehicle.
  
  Confirm that my compliance status remains unaffected by their delay.
  
  All I want is to continue my program without being penalized for something out of my control. This situation has caused significant stress, and LifeSafer’s lack of responsiveness is completely unacceptable for a legal compliance program.
  
  Desired Outcome:
  Immediate assistance in removing or transferring the device
  
  Written confirmation of continued compliance
  
  An apology for the delay and customer service failures

  Business Response

  Date: 05/27/2025

  Our records show that *** ******* first reached out to us on 5/13 to advise her vehicle had been totaled, but need to be looked at first. We spoke to her again on 5/14 and advised of the Mechanic Affidavit process where we can assist the mechanic by providing a code that allows them to start the vehicle without needing to take interlock tests. 

  We did not receive another call from *** ******* (our online phone system also shows when calls come to us, even if contact is never made between the client and LifeSafer) until 5/27.

  On 5/22, we received an email from *** ******* showing an email on 5/14 where she had requested her repair shop fill out or form and send it back to us. In this 5/22 email, she acknowledged that she was unable to get the forms completed by the repair shop. Not having received these forms, means we had no additional interaction with *** *******, her shop, or the vehicle during this time. 

  On 5/23, we received the completed Mechanic Affidavit from the repair shop.

  Today, 5/27, we began to receive emails from *** ******* stating that her vehicle was declared a total loss on 5/10 and she began contacting us at that time for removal. (Again, our phone records show no calls to us until 5/13.) Per the phone and email records, this is the first time *** ******* has mentioned removal. Up to this point, she was speaking to us about getting her repair shop codes to look at the vehicle. We would not provide a code if removal was the request. We would suggest removal first, asking where the vehicle was located in order for us to determine the nearest LifeSafer provider to secure the device, if possible. If device is inaccessible, we would advise alternative solutions. 

  The Resolutions Manager will be reaching out to *** ******* shortly to resolve this situation.

   

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this Lifesafer interlock in my car for 3 months extended past the date I can get it out. My car's heads blew so now I have to junk my car bc it will never run again. so I need the machine taken out of my car ASAP so I can junk it but I'm getting nowhere with the call center in. Been on hold with them for over 2 hours now. The machine fails me then 1 min 30 seconds later I blow again & pass it. So the machine is faulty and is reading a false fail bc I don't drink alcohol ?? someone call me back from Lifesafer!

  Business Response

  Date: 05/19/2025

  Extensions in ** are determined by ** ***, not the interlock companies. While the interlock restriction by ** *** isn't completed, we will not refuse an early removal because of that. 

  Regarding fails, state regulations dictate all Ignition Interlock Device (IID) settings. Please note that the IID will register any trace of alcohol from any source containing it. This is how the device effectively ensures an impaired individual cannot start a vehicle and how we can confidently state that the LifeSafer ignition interlock is fulfilling its purpose. This means trace amounts of alcohol from yeasted bread, mouthwash, fruit drinks, cologne, air fresheners, etc. will be picked up by the interlock, just like they are by police breathalyzers. The device is not faulty if it reads a fail, followed by a pass, since the device has no way to self-correct, it means the contaminant causing the fail has been removed from the environment.
  

  Additionally, we apologize for the long wait times, a manager will be in contact with *** ***** to schedule the removal shortly.

  Customer Answer

  Date: 05/19/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter a month ago stating that I was completed with the ignition interlock program. I called lifesafer and asked about next steps and I was told I just needed to get a final download. I did the final download, but THEN I was told I needed ANOTHER letter stating that I could remove this from my car and that I needed to wait 10 days and pay for another 10 days. I never received a letter. I missed my calibration appointment today but since this appointment was made by the people who service my car and typically I have a 2 days grace period, I didn’t think anything of it. Well, I was locked out today. And also mysteriously, they’re saying that based on the letter I received a month ago, I can now get this removed from my car. But I’ve paid for a month that I did not need to. The person I spoke to over the phone said that they do not think I should have paid this, but I need to wait until they file a request in order to get my money back. I want to be refunded as soon as possible. This company is downright exploitative, manipulative, and backwards. I cannot even DRIVE my car until I get somebody to call me with a code today even though I’m no longer LEGALLY OBLIGATED to have this in my car: This whole thing makes no sense. If beyond this complaint I have to contact someone in the media or even sue for dishonest business practices, I will. They are exploiting people who have made a mistake and try to bank on these people being stupid enough to believe their bullshit.

  Business Response

  Date: 04/30/2025

  We apologize for any confusion or mistakes regarding Ms. *******'s account. The LifeSafer Resolutions Manager is looking into this and will be in contact with her within 24 hours.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the lifesaver company which’s parent company is LMG holding inc money for installation and calibration and monthly service dues every month for ten months and completed the necessary 4 months of compliance completion with there interlock device 3 + years ago and they never sent the ********** state drivers license office my 4 months compliance completion certificate and now my license is suspended due to this. I have called over and over again and have just gotten the run around with absolutely nothing being done. They just hang up the phone on you or transfer you to a voicemail that never gets a response back of they tell you that you will get them to send the certificate within 48 to 72 hours and when you call back 72 hours later in business days they tell you the exactly the same thing . This is going on for the last : years . Please help me with this . They also do not have a number or contact for the compliance or reporting that supposedly does the compliance and certifications that they are supposed to be sending the DOL in ********** state, my date of birth is 08-06-1985 and my phone number on file to pull up my account with them is ###-###-####. I paid slot of money for this service and now my drivers license is suspended for the last four years due to this and I have to get back and forth to work and to drive my kids back and forth. Please help me

  Business Response

  Date: 04/28/2025

  The compliance certificate is supposed to be requested by the client to the interlock client prior to removing the device. The client failed to request this back in 2022 and just removed the device by contacting the ******* ** service provider directly. A compliance certificate is not required for all ** clients, meaning if it's not requested, we don't know it's needed, and will not send anything per ** rules.

  Since *** ******* contacted us on 4/16/25 requesting the compliance report/certificate, we have been communicating with ** DOL to get this worked out and completed. DOL didn't send us his correct lease date until Friday. As soon as we had that necessary date to review and process, we did that. As of 4/25, the compliance certificate is under review and that can take up to 48 hours to complete. *** ******* will be notified once that process has been completed.