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

  215 Southport Dr Ste 400 Morrisville, NC 27560-8439

• 

  LifeSafer

  4920 South Alston Ave Durham, NC 27713

• 

  LifeSafer

  600 W 58th Avenue Suite F Anchorage, AK 99518

• 

  #1 A LifeSafer of Colorado, LLC

  1660 Jasper Street Unit J Aurora, CO 80011

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:04/14/2025

  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.

  From the months of Oct 2022 to Oct 2024, I had this interlock in my car due to a dui I received in 2017. Having this device in my car left me in deadly/dangerous situations! There were several times the device was malfunctioning and my car was shutting completely off while I was driving. The device requires you to blow in it while you’re driving so not only are you distracted but you’re light headed from blowing in it. If you don’t blow enough or it senses alcohol which can be from food, you’re stressing out trying to blow it in again, on a busy highway this is extremely dangerous and you can not just pull over. This device also caused damage to my car battery and guess what, you can’t do basic maintenance on your vehicle while this device is in your vehicle, although they say there is a wavier, I was never able to get that from them. I had to take my car for emissions and they couldn’t blow for me and I also wouldn’t want someone else to! You’ll get repeated violations but nothing will show up, but they’ll still expect you to pay for the violation. This business is very money hungry and does not care about the safety of customers.

  Business Response

  Date: 04/14/2025

  We appreciate feedback and understand safety concerns regarding the interlock. Device settings are determined by state regulations, not the interlock industry. These retests prevent drivers from drinking after they’ve started their vehicle or having someone else take a test to start the car if the driver has been drinking.

  Interlock devices have no way to shut down a vehicle, they're only connected to the parts of the vehicle that allow it to be started. It is only connected to the battery to draw power from it, it has no ability to cut power to the rest of the vehicle. 

  Interlock devices do have an extra draw on vehicle batteries, this is an unfortunate necessity due to state and national regulations regarding interlocks. Vehicle batteries do tend to have a shorter life when being used with an interlock, but the device logs don't indicate an excessive draw. However, in June of 2024 the log started showing incidents of the vehicle not being started for multiple days and even multiple weeks at a time. Not using a vehicle for extended times, especially one that has an extra draw, such as an interlock that must draw a small amount of power 24 hours a day, is bad for vehicle batteries. It can be expected that a battery on a vehicle that isn't being used will go dead and even be damaged, but especially if it has an interlock device.

  As far as charging clients for violations -- the state regulations determine what is considered a violation, not the interlock companies. If a client needs service done because they incurred a violation, a business can't be expected to perform that service for free. To be very clear, interlock companies are private businesses, we are not a government entity and we are not subsidized by them. Therefore, any service provided to a client needs to be paid by the client. If it is ever determined that a device issue caused the need for a service, LifeSafer will waive or reimburse for any fees caused by that. This was not the case for *** **********.

  The LifeSafer Reputation will contact *** ********** per her request today.

• Initial Complaint

  Date:04/13/2025

  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.

  On 4/11/25 I was double charged $75.00 by Lifesafer on a service event. This is multiple times they have done this to me. I am very upset about this. I want a full refund of the $75 to my bank account and an apology for having done this to me again.

  Business Response

  Date: 04/14/2025

  We are sorry this happened again. *** ***** is paying the balance, then reactivating autopay at the same time, this double transaction is confusing the system, causing him to be charged twice. *** ***** is obligated to pay his fees the day they are incurred, either at the shop if autopay is off or let autopay run if turned on. If he does this, the double charge can be avoided in the future. The additional $75 has been refunded back to *** ******* card today and the receipt will be sent to his email from our credit card processor shortly. He should allow 3-5 business days for his bank/credit card company to make those funds back available to him.

• Initial Complaint

  Date:04/07/2025

  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.

  Lifesafer ignition interlock device installed on 4/11/2025 installation shop *** ***** at *** ************ ** ******** ** ***** installer is reliable-his hands are tied by the company which provides the device following instructions justified or not. Dui in 2005 finally attempting to satisfy court conditions Lifesafer is taking advantage of me-l am writing this complaint after attempting to reach Lifesafer numerous times to resolve this issue no response. Agent that signed me up lied about waiving installation costs,lied about giving me the 1st month free-saying anything to get me signed up-& like most off the BBB reviews l read No one from Lifesafer answers our calls on hold for over 4 hours -Reviews show repeated responses that they are having staffing problems . l am complaining about additional charges for violations-followed instructions given by the book-& note many off us are being subjected to the same treatment -fictitious violations with no recourse-Lifesafe shifts the blame to regulatory authority No option but pay an amount that's more than what we verbally agreed to & any extra fees from made up violations.l have asked for a copy of my contract with no response disappointed with the experience-absolutely no value for the service provided-they will call for outstanding balances-if you log onto Lifesafer & send them you name,e-mail & phone number they call you immediately to get more business-there has to be a better provider for a crucial service the billing which l can provide Service calls for $39.98 &$78.58 on 4/8/24 was told no charge-a $147.83 charge told it would be less than $100,a $75 charge for a violation took device to installer vehicle refused to start was told l did not blow after l parked a total off $441.39 l am disputing-my verbal agreement was a little less than $100 a month with No installation fees total about $1100 l have paid $934.28 owe $165.52 they claim owe a balance off $418.68 which l vehemently dispute sincerely EO

  Business Response

  Date: 04/09/2025

  Again, we apologize for the long wait times. Staffing shortages is something we and the other interlock companies, as well as other call centers are facing. We do our best to make our online system and automated system as user-friendly as possible to help cut down on wait times when needing to speak with a live agent. 

  While there are some initial fees we can waive, we never waive the installation fee because the only installation fees that are charged are for the shop's labor of physically installing the device and that is paid directly to the shop by the client. LifeSafer never sees that money. If *** ******* feels he has anything proving we promised free installation, we ask that he sends that for us to see and we'll honor it. We've found nothing to indicate this, especially considering it's not an offer we ever extend.

  What our agent did promise was to waive our administrative fee for setting up reporting and the first month's monitor fee. What was left over that *** ******* did owe and pay were: the monthly reporting fee, the optional monthly "insurance", and taxes. We are honoring the price quoted during enrollment of $85 before taxes per month. I've attached a screenshot showing that the base prices, the required fees, total $85 pretax. What is taking the price over that $85 mark is only the tax and the optional "insurance" officially called Loss Protection Plan that he opted in to at installation. If he did not want that coverage and/or to pay that fee, he has the right to remove it at any time. 

  The "fees" he believed he was charged on 4/8/24 are actually credits to him. If he opens those invoices on his online account, he can see those are negative charges, shown in parentheses, leaving a balance in parentheses which means it's a credit balance. He can also see that the total of those 2 invoices is deducted from the first invoice and that's why he only owed $29.27 to LifeSafer the day of installation. 

  I have attached a spreadsheet that breaks down all the charges, credits, payments of every invoice on *** *******'s account. He was only ever charged one "penalty" fee which was on 4/22/24 for missing retests. He also had missing retests causing him to need a reset on 8/27/24, but we waived that when we weren't required to do so. As you can see from this spreadsheet, *** ******* was installed on 4/11/24, paid for 390 daily fees, which adds up to 5/6/25 and that is what his account shows as the paid-to-date, meaning he got credit for all the days he's been charged for. However, he has not paid for all of these fees. His balance stands at $418.68 as shown is due by the spreadsheet and invoices. If *** ******* can prove he's paid more than what's showing, he's welcome to send the proof of payment and we'll gladly get it added to his account, however we are very confident in the assessment showing all fees have been charged and all payment reflected correctly.

  I've also attached the 2 main contract documents as they would've printed at the time of installation since *** ******* says he's had a hard time getting these from us.

  LIfeSafer Resolutions Manager will be reaching out to *** ******* shortly to discuss this with him. 
  
  

• Initial Complaint

  Date:03/31/2025

  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 signed up for service with this business after an unfortunate incident in my life- it was court mandated. Not only did the sales representative lie to me about the true cost of the service, but they bungled the installation information which led to a failure to report to the appropriate state authorities. That mistake set me back two weeks on having my driving permit approved- all the while I was paying for their services. It took 5 separate calls to the company to straighten everything out, with hours long hold times and false promises that a supervisor would call me back within 24hrs. After about a week of that I finally spoke with a supervisor who credited back the money that was wasted ($190) and offered nothing but an empty apology for being misled by the sales representative. Fast forward to the next month when my first monthly payment is to be auto drafted from my bank account and they charge me not just for that month, but for the money they had credited to me as well. When I call to straighten it out, on hold for another hour, the representative says he sees no evidence the credit was ever issued, even though I'm staring at it in account transactions in their website. Three days later a supervisor calls me back, promises to get the money refunded to my account, and then comes back after placing me on hold 3 times to tell me that the best they can do is credit it to my account because it was coded as an "inconvenience credit". I explain to her that this isn't a mere inconvenience, it is theft, and she just keeps repeating this is the best they can do and no, there is no one higher up I can speak with. This company has lied to me at every juncture possible, and now they've stolen my money and unless I'm willing to pay them more to get their device taken out of my car and start the whole process over with another company, I'm just SOL. WORST COMPANY EVER. Way to kick people when they're already down, Lifesafer.

  Business Response

  Date: 04/01/2025

  We appreciate *** ******** bringing this to the attention of management. LifeSafer's Reputation Manager is reviewing this account and will be in contact with *** ******** shortly.

• Initial Complaint

  Date:03/26/2025

  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.

  I signed a contract for $2 a day totaling $60 a month and $9 for insurance and I would also have to pay the shop of $40 fee to calibrate I had it on auto pay for the first year and they were charging me 106 a month plus the $40 to the shop sometimes they would charge me $140 plus the $40 but I never noticed because it was auto pay you call them you can't get a hold of them when you dispute charges they transfer you to account services who never respond I've called over the past few months since September because I was put on Indigent which is 50% off so it should be $30 a month and they've still been charging me $106 a month I'll go for a calibration my next appointment will be 25 Days Later they'll still bill me for 30 days of calibration and charge me missed appointment fees when I show up a day early they've claimed to adjust my account a couple times but what they're actually doing is just moving money around I have evidence to prove that they're fraudulently changing files to show that they were charging me less than what they were because I have printouts that are different from what it shows on the website now I have email exchanges proven my complaints that aren't taken care of phone calls you ask for help doesn't matter how polite they are they talk to you like you're a piece of crap I'll have a receipt about a certain day that I showed up on time and they charged me and Miss appointment fee and I'll ask them to just look at it and they'll say well the note say that they already fixed your file and I'm like well I'm looking at the receipt right here that says they overcharge me and they're like well I'm not going to look into it because account services is already said that they've straightened out your account I have a ton of evidence and proof they're crooked and they're Liars and instead of crediting my account they are just moving money around and changing receipts and I have evidence of that too

  Business Response

  Date: 03/27/2025

  Firstly, although we don't believe we need it, only the last 4 attachments from *** ************** on this complaint are able to be opened. I confirmed with BBB that they also were unable to open the first 5 attachments.

  We're sorry that *** ************** does not understand his billing and feels he's been mischarged and overcharged. I have created a spreadsheet up through yesterday showing all invoices on his account, with all charges and payments detailed. I've attached it in Excel form and pdf, but pdf may be hard to read considering the width of the sheet.

  *** ************** was being charged the $69 plus tax he agreed to the entire time. In fact he was given credits when enrolling that covered his first 3 months of fees. The only time he was charged more was when he had a reset fee, missed appointment fee, or was behind on services and had to catch up on monthly fees. A reset fee is to clear a recall before he was due for monthly service.
  The missed appointment charges were for getting service after the appointment date was originally set the month before. When researching the missed appointment fee, see the previous shop invoice to find the next appointment at the middle top, you'll see that the invoice with the missed appointment fee will be dated after that previously-set appointment date. I've attached 2 invoices for reference -- 5/24/22 invoice **** has the missed appointment fee and 5/5/22 invoice **** shows the appointment was set for 5/20/22.

  We even had a payment plan established with *** ************** in October of 2024 to pay $100 each month to work his balance down, to which he didn't adhere to. This caused us to restrict his account on 2/3. His technician failed to heed the notes on his account advising of this and they continued to charge for 30 days, when only 2 days were being added to the device. Our records show that we spoke to *** ************** this morning to discuss this again and hopefully we're on the right track. 

  Regarding the indigent program in **, clients are still charged the normal amount, but an indigent payment for half the monthly fee is applied each month. Below is a list of all the invoices that have indigent payments on them so far. March's indigent payment has not yet been applied. *** ************** has access to all of his invoices on the online account.
  9/6/24 Invoice # *****
  10/30/24 Invoice # ***** (2 indigent payments)
  12/19/24 Invoice # *****
  2/7/25 Invoice # *****
  2/28/25 Invoice # *****
  
  As far as being charged 30 days when it's been less than 30 days since his last service -- all daily fees are added to the previous paid-to-date, the payments are not based on the day they are charged or paid. The reconciliation sheet shows that *** ************** had been charged a total of 1147 daily monitoring fees so far since his installation on 1/5/22 to 3/26/25.1/5/22 plus 1147 days equals 3/24, which was the paid-to-date on his account, showing he has gotten credit for all the days he's paid for. 

  The LifeSafer Resolutions Manager will be reaching out to *** ************** shortly to further discuss this and ensure we're on the same page.
  

• Initial Complaint

  Date:03/24/2025

  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.

  Here’s a cleaned-up, professional version of your BBB review that keeps your frustration clear but organizes the flow for clarity: I paid over $200 on Thursday for my device calibration. By Saturday, the device malfunctioned—it wouldn’t register a blow due to a temperature error (“tempura”). I tried for hours, while also calling their customer service, but received no response and had to get to work. On Sunday, I tried again. It was a beautiful, mild day, but the machine kept saying “too cold” and cycled between that message and the interval screen. I gave it some time, emailed LifeSafer since their online chat wasn’t working, and tried again. Now it showed a violation. Today (Monday), I went back to the technician, who charged me an additional $92 violation reset fee and $25 for labor, even though I had just paid over $200 a few days earlier. The machine still wasn’t working properly. I called LifeSafer again and after being made to wait 2 hours, I finally reached a representative. She had me hard reset my device by unplugging my car battery and then claimed I wasn’t blowing correctly—despite having used this device for over a year without issue. I suggested it might be the temperature sensor malfunctioning and asked for a replacement. She repeatedly blamed me instead. I’ve recorded all my attempts to start the device, both before and after the violation notice. Now, she’s asking me to return again to the technician (35 minutes away), after I already spent money on an Uber there and back. She implied I would need to pay another $115. This is unacceptable and predatory business behavior. I’ve done everything I was supposed to, yet I’m being charged repeatedly for their faulty equipment. I want this issue resolved properly without further unjust fees. Would you like me to help you format it specifically for submission on the BBB site too?

  Business Response

  Date: 03/24/2025

  We are sorry to hear of any hardships with the interlock device. Someone from our LifeSafer management team is looking into this and will be in contact with *** ******* to see how we can help him through this difficult time. 

• Initial Complaint

  Date:03/24/2025

  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.

  Life safer is awful. I have had 4 different devices placed in my car in one year. They have had replace them and I get a violation!! Incredible, do they actually look at the videos before sending violations to motor vehicle. I have spent hours trying to get someone on the phone. My last violation It stayed on forever. Finally, got a person on the line I have her name if needed and she said do a hard reset. Tried couldn't get battery cable off. But a day later I had a friend do it. It worked for short time. The woman told me she couldn't help me with violation and need to speak to someone in *******. The woman didn't know who. I have taken my own videos of me shutting off car and handset telling me to pull over, blow, all kinds of messages. Also, the mechanic in the garage opened my passenger car door and it went off to blow. They even had to change a wire and device. Im actually a nervous wreck driving my car because of the device. If they ever looked at the videos the camera takes they would see it was the machine. It's happened before and they just pile violations. How does one have 4 different devices in a year ?!! It has cost me time, money and mental health. I have to go to counseling once a month and pay for that. I have to take off work. I would like these issues addressed and my violations removed. I can send my videos, they can call the garage that has changed my device 4 times. They should be able to see from the report that something seems crazy. I have never failed the breathalyzer because I haven't drank in almost 4 years. I want to not take off work and go to counseling. And the extra money they have collected. Thank You *****

  Business Response

  Date: 03/27/2025

  Regarding "sending" violations. ** doesn't allow us to excuse violations simply because the client wasn't in the vehicle. The only times the device was switched out were due to the device not calibrating (reading the preset alcohol solution right away.) This is basically a formality and does not indicate a device operation issue. Our technical team has reviewed *** ******* logs and spoken to her local technician and determined the device staying on was not due to a wiring, installation, or device issue. If it had been due to any of those things, it would happen everytime the vehicle was turned off. What they have determined is that the vehicle was simply not being completely shut down, meaning the device was being told by the vehicle that it was still running. This has been known to happen from time to time with push button vehicles, it's simply due to the client not fully shutting the vehicle down properly. Unfortunately, we are unable to remove the violations and hopefully, this will not be a problem with the new vehicle. 

  The LifeSafer Resolutions Manager will be in contact with **** ***** today to discuss this further.

• Initial Complaint

  Date:03/22/2025

  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.

  I got the device lifesaver installed in 3/08/2024 it's been a year now I found out only by calling that I had a violation on 01/08/2025 I proceeded to do a admin review with the state and was able to get it overturned at this point lifesaver told me I had 2morr violations again only because I called them to find out so again had to deal with the state of ** and got those over turned now a year later it's was time for my final download I called lifesaver and after 2hrs finally got someone on the phone when I asked about my final download I was told it wasn't accepted because I had 2 violations in December 2024 I have been over charged on certain months that I did call and ask about just to be told that I owed that money for when the device was installed I have never missed any payments or appointments never blow dirty my violation were for missing a retest which never happend i requested my images and when I received them it shows my jeep sitting in my yard with no one in it there equipment is junk the camera falls of the windshield I finally had to superglue it up there I work a full time job and the company is very understanding but not happy that I'm on the phone for hrs waiting to speak with someone from lifesaver also there law says I can't be violated if I'm not the driver I have only driven the vehicle in the first couple months when it was installed my wife has been driving it ever sense do to I'm gone out of state every week for work they go against there own rules and I'm paying for this they need to be violated,fined and investigated for fraud

  Business Response

  Date: 03/24/2025

  We apologize for the long wait times when calling in. Call centers are struggling with staffing, but we're making improvements to shorten the wait times.

  Regarding the violations process and notification process: Violations are determined by state regulations. We don't have the power to overturn or exclude and violations when reporting to the state. If the violations aren't valid or are excusable, that must be determined by the state and can only be brought into question by the client to the state. The interlock companies are not involved in that process. Regarding notification to clients, we only do a review at the end of program and will make adjustments within a client's last 120 days of review based on the violations reported. It is not part of the process for the interlock companies to notify the client at this time, we only make notes on the account. We only contact the client to notify if they were clear of violations and we sent a Certificate of Compliance to the state.

  As far as violations only against the driver, this only applies to the violations being held against the client in the form of an extension. Any violations occurring on the device by anyone, causing the device to need service to avoid lockout is the responsibility of the client to pay for. The state doesn't expect us to provide free service just because the client allowed someone else to drive and violate the interlock states terms. 

  The LifeSafer Resolutions Manager will be in contact with *** ******* today to explain and discuss further. 
  
  

  
  

  Customer Answer

  Date: 03/25/2025

  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,
  
  ******* *******

  The issue has been resolved thanks to Scarlett T**** she has been the only one to call me and take the time to explain anything she was very professional with me and I appreciate that thank you for all you have done and ty BBB for your time.
  

• Initial Complaint

  Date:03/21/2025

  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.

  I have paid my account up to date plus some on my account! I should have a credit on my account of 84.96 as of today 3/21/25. My total that I owed u guys was 1124.24 i have paid 1209.20. I have called chatted and everything with no answers! U guys have added service fees on my account that i have no idea what for! Then tried to say i owe 386.79! I have called multiple times over this and no reply back!

  Business Response

  Date: 03/24/2025

  We have run a full reconciliation on *** ******** account. *** ****** has been charged for 365 days of lease fees, one installation fee, and one reset fee, which has been completely broken down, including all payments on the spreadsheet that was attached. There is also an attachment showing her account is paid up to 4/24/25 with a balance of $118.67, which matches the balance on the reconciliation spreadsheet. 

  I believe some confusion came from *** ****** turning autopay on before an appointment, which will cause no lease fees to populate on the invoice at the shop, then the autopay would be declined on the next attempt to withdraw a payment. She was also making payments when no charges were being invoiced, causing a negative balance, or a credit. Then, later the invoice would populate a larger number of previous fees to catch up, but the payments would automatically come off that total. This explains the high bill in March. The March bill was higher because no charges had been added to the account since 11/27/24, again because of the on-and-off autopay. Autopay was on before the January appointment, but then declined when it tried to run on 1/25. So, when *** ****** got service on 3/21, autopay was turned off, causing all the fees from 11/27/24 to populate. She had made some payments in the meantime, so the total invoiced to catch up from November to March was $310.74, but $192.07 of that was covered by previous payments, leaving $118.67 due to be paid to catch her up to 4/24/25. 

  The LifeSafer Resolutions Manager will be in contact with *** ****** today to discuss this further and ensure she understands everything. 
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service 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 an Interlock Breathalyzer System required by ** Court for DUI. The company advertises 24-7 service but waiting 4-5 hours to speak to someone is the average wait time I’ve experienced for the 6 months. I have a letter from ** Transportation Cabinet authorizing the removal on March 9, 2025. I have tried daily to speak to someone to obtain steps to have device removed. They are charging my account 39.75 which they did on 3/17/25. My ordered time with the device is over but I can’t get it removed because no one answers the phone.

  Business Response

  Date: 03/24/2025

  We apologize for long wait times, however our records only show attempts to reach us (from the phone number provided in this complaint) on 2 days in the last 60 -- 3/20 and 3/21. On 3/21, *** ******* mother reached us in 15 minutes. We have attached the phone system log showing that the call started at 9:49 and the agent answered at 10:04. Unless calling from another number, there were no other attempts to reach us in the last 60 days. 

  The LifeSafer Resolutions Manager would like to reach out to *** ****** directly to set this appointment, however we only have his mother's number, which is why we were unable to schedule the appointment when we spoke with her on Friday. Due to the legal  nature of our business, we can only set appointments and discuss accounts with the required clients when no third party authorization is on file, such as in this case.

  Customer Answer

  Date: 03/30/2025

  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,
  
  ****** ******