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:03/17/2025

  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 a vehicle with keyless ignition start. Two times I've come back to my car while it was sitting in the parking lot no one in it and not running to find the device beeping constantly. I blow into it and then start my car. However that I get a violation and have to have it recalibrated and pay your company at $25 fee. I think the fact that you make it about 15 minutes before a violation occurs is too short. Obviously no one can drink a beer and get straight and sober and blow a 0.0 in 15 minutes. So if you're a responsible company, you might want to look into this problem as I'm sure my vehicle is not the only one that's experiencing it maybe increase the amount of time maybe look at the picture and that the camera took and see that nobody's sitting in the car. But there's a million things you can do and you really should fix that. Because you're just harassing people. Thank you

  Business Response

  Date: 03/17/2025

  We originally addressed this concern with *** ******** September of last year. We asked him to give us a good time to go to the shop to get everything checked out. We tried for a bit and never got a confirmation from him. We hadn't heard anything about this problem for awhile, so we had to assume it resolved itself. The LifeSafer Resolutions Manager was already discussing this with *** ******** when he sent this complaint. He has been advised what needs to be done and we can do nothing further unless he agrees to a time for us to inspect things. 

  Customer Answer

  Date: 03/17/2025

  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.

  
  

  
  

  
  
  Tell me where and when to bring the vehicle and I will bring it in. And they really need to extend the amount of time especially when the vehicle is sitting there with nobody in it and the camera is taking them picture of a clearly empty driver seat. And the car is not even running. This is not acceptable. So tell me where to bring it,And we'll see if they can fix it. And when they can't fix it or find the problem then I'm wondering what your next step will be. I know this is not an isolated issue to my particular vehicle and it is happening to many people who have keyless start. The issue needs to be addressed by the company and by the states.
  
  Regards,
  
  ***** ********
  

  Business Response

  Date: 03/24/2025

  After many emails back and forth with *** ********, we have determined that removing our device and allowing him to go elsewhere is the best option at this time.Currently, I am just waiting to hear back from *** ******** for a removal date/time. 

  Customer Answer

  Date: 03/24/2025

  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:03/15/2025

  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.

  The place I got my device installed closed for what ever reason. So I had had to calibrate my device at a different location. After that I started to have nothing but problems with it. They keeped charging me for violation fees even though the device was failing. It got changed for another device because life safer said they didn’t have one at that location. They gave me another defective device and was getting more viloations. One of the service people on phone was impressional and rude saying it was my fault that I have to hit it repeatedly to clean it. Talked to another one and they told me to use it upside down. He talked to the local tech and got the divorce changed. This one is working now. But they are ignoring my calls when I’m trying to get a credit for all the violations that happened because of the defective device. And all the shop fees I had to pay for to reset the device. I have even had to miss days of work because if it does not get reset it goes into lock out and I would have to tow my car to the shop.

  Business Response

  Date: 03/17/2025

  We apologize for the inconvenience experienced. Mr. ********* was only ever charged one violation reset fee, that was on 3/8/2025. Since there was a device issue on that log (the only issue logged throughout his time with us) we have issued a credit of $59.78 for the reset fee on 3/8 to Mr. *********'s account. 

  We are not ignoring Mr. *********'s calls, we are simply facing staffing struggles, causing long wait times when calling in most days. The LifeSafer Resolutions Manager will be sending Mr. ********* an email so he has a way to reach her going forward. 

• Initial Complaint

  Date:03/14/2025

  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.

  On 1/27/2025 I received violations on the way to my calibration appointment. I bought a donught and a coconut water which unknown to me gave improper readings. 3:34pm of .023, 3:37pm .091, and 3:45 on through the day was .000. I was never charged for a lockout nor did I receive a letter concerning a violation. There is no way for the readings to be .000 minutes after the irregular test. Yet because of this they have extended me for another year. I am supposed to be finished this month 03/25. I want this to be reversed and to be done with this whole ordeal. Throughout this process they have documented over 1000 negative miles as well. I want the year to be reversed and reported to ** motor vehicles as period satisfied and interlock devices to be removed as I have no violations.

  Business Response

  Date: 03/14/2025

  *** **** seems to be mistaken about LifeSafer's position, responsibility, and power within the interlock process. The interlock companies have no decision making power regarding the length or extensions of a client's interlock requirement. The interlock's detection of alcohol and the consequences imposed are all dictated by state and national regulations. We simply report what was recorded on the interlock device to the client's monitoring authority. All extensions to the interlock time are imposed by the client's monitoring authority, in this case, the ********* Department of Safety and Homeland Security.

  Additionally, *** ****** initial end date was one year from the date of installation, which was 8/8/2024, not this month, as indicated in his complaint. The only exception to this would be if he had been installed with another interlock company before us and that counted toward his overall 365-day requirement. Please refer to State of ********* website regarding this: **************************************************************************************

  A LifeSafer Manager will be reaching out to *** **** regarding this as well.

  Customer Answer

  Date: 03/18/2025

  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 I responded to an email received from Scarlett T****, of Life safer. This was not a ** offense. I am licensed in ** now. I was told that due to a Life Safer Violation instead of 188 days from 8/8/24 it would now be a year from that date. Again there was no alcohol in use. I have added verification of the installation date, and ** DOT approval notice with participation date and number at the bottom of the pictures attached.
  
  
  Regards,
  
  ***** ****
  

  Business Response

  Date: 03/26/2025

  This complaint has been resolved and *** **** has had his interlock device removed. 

  Customer Answer

  Date: 03/28/2025

  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:03/11/2025

  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 had an Interlock device installed in March 2025. I am a ******* resident but my information needs to be transmitted electronically to the state of ******** where I incurred my drinking infraction. The state of ******** has never received this electronic communication from Lifesafer. I have left several voicemails after being told by a live representative that I had to speak with the reporting department. This department does not go to a live person but to voicemail only in my experience. In addition to this, I have sent several emails to Raylin H****** with Lifesafer about this issue without a response. I have also never received a call back from my numerous voicemails. I cannot get my license reinstated in the state of ******** until this information is transmitted by Lifesafer. This, I cannot get a driver's license in the State of ******* and cannot drive the vehicle that I specifically purchased just to get this device nor can I register it in the state of *******. I have a zero balance on my account. I am at the point of getting the device deinstalled and going with a different company.

  Business Response

  Date: 03/11/2025

  We apologize for the long wait times caused by our staffing struggles. We're also sorry for any delays with *** ********** reporting out of state. LifeSafer management is looking into this and will be in contact with *** ******** shortly. 

  Customer Answer

  Date: 03/12/2025

  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:03/07/2025

  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.

  This company as cheap as it is is the worst and has left myself and my 3 year old daughter on the side of the road because of there faulty device. These people dont pay lobbyist for any of this they take private investors and steal from the AMERICAN PUBLIC . This product is from China and is owned by ***** and the call center is managed in some Cheap MEXICAN OFFICE. For the last 2 days I have been on the phone trying to contact them. 6 hours on the phone waiting this is absolutely insanity and I will be writing the Governors office and The circuit courts

  Business Response

  Date: 03/07/2025

  We understand the frustration with the device violation settings, but those are determined by the state laws and regulations, not the interlock companies. Clients are responsible for knowing their state's regulations and ensuring they don't violate them. Interlock devices give clients several days of warning before locking out, so it should never be a surprise.

  Regarding the statements made about our device and call center, these are simply untrue. Our devices are made in and our call center is located in Cincinnati, OH. 

  The LifeSafer's Resolutions Manager will be in touch with *** ******* shortly. 

• Initial Complaint

  Date:03/05/2025

  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 have the device installed on my car and for a month now my device is malfunctioning. The interlock is on even when the car is turned out. I have been stranded 3 times at night. I have been in unsafe locations because of lifesafer. The staff hangs up on you. They just answered and it’s the same lady ever every night eleven, I have to wait on hold for over 1:20 every time I call. On hold now. 57 mins. Come on hire more people. Where I got the device installed said you purposely make out devices malfunction to get money. I have that on a recording. My device gets frozen and stuck on an alcohol. Stuck on a blow screen with checks marks. Car is turned off and zi sm not in it, The support answered after 45 mins and said computer are down and sent me to a VM. Meanwhile, I am stranded in the dark on the highway with a baby at 10pm This company needs sued for putting me in danger and sending you to VM

  Business Response

  Date: 03/06/2025

  The screen shown on the device is just one of several menu options. If a client scrolls and ends up on this screen, they simply need to hit the button under the checkmark on the screen to choose that menu option -- in this case the alcohol test -- and the device would then request the test.
  
  We apologize for the long wait times and inconvenience due to that. The LifeSafer Resolutions Manager will be in touch with *** ***** shortly to try to resolve this and any other issues. 

• Initial Complaint

  Date:03/05/2025

  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.

  This occurred on 03/03/25. I paid $70.80. LifeSafer is supposed to be applying my financial assistance that I have been approved for and should be receiving so that what I pay is less than what LifeSafer charges in monthly charges to have the device that I have from them in my vehicle and have it calibrated every month. The Department of Licensing in ********** state has approved this and LifeSafer is supposed to be applying it to my account. When I went in to get it calibrated the auto body shop informed me that LifeSafer changed the way that this is applied to my account. In the past the body shop applied it to my account and that's how it has been done but that LifeSafer changed that to where they are they ones that have to apply it, not the body shop. They told me that LIfeSafer hadn't done that yet so my financial assistance isn't being applied and I would have to pay the full price of $70.80. I don't know why LifeSafer changed that. I tried to get ahold of LifeSafer that day before I left to see if there was anything that could be done that day but I was on hold for over an hour and had to go about my day. I reluctantly paid what I had to because I couldn't wait there all day. This is the second time this has happened where LifeSafer didn't apply this financial assistance. I would like a credit for the amount that I paid and assurance that this isn't going to happen again. The first time it happened LifeSafer said that there was nothing they could do in terms of a credit and now it's happened again. I am sure their company is able to do something but trying to get a hold of them either on their customer service line or their chat option through their website is almost impossible because of the long wait times.

  Business Response

  Date: 03/06/2025

  We apologize for any confusion on the shop's part regarding how these financial assistance payments need to be handled. We are reviewing this with the department who handles financial assistance and will be in touch with *** ** ** ***** to discuss further. 

• Initial Complaint

  Date:03/05/2025

  Type:Billing 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.

  On 2/20/2025 I was over charged for my February calibration by double. I am a indigent client and have been paying $70.13 for each month with reduced amount. In February I was charged $146.70 . I was told I would be under reduced program throughout my mandatory 8 months left . I have exhausted every option of contact and am hoping you guys can help. The online chat has been down for over a week. The automatic phone line gives no option to speak with live agent. I thank you very much for all assistance in contacting lifesafer, I am extremely budgeted on a disability check and need this addressed before I have to pay again.

  Business Response

  Date: 03/05/2025

  We called and emailed *** ******* on 12/9/24 after receiving her financial assistance paperwork to advise her that her assistance would only be valid for a short time. We advised that the proof of assistance document, her SNAP benefits only went through 1/31, meaning the interlock financial assistance would also only be valid through that date. The voicemail we left (at the same number given in this complaint) advised the assistance would still be in effect for the next month, but after that we would need new proof of state assistance. We emailed *** ******* again on 1/13 and 2/11 to advise the same thing. Clients must be aware providing proof is their responsibility. 

  Interlock financial assistance is not retroactive, so the month of February that was already charged cannot be discounted or refunded after the fact and the only way she will get the discount this month is by proving she is still receiving financial assistance from the state. This proof needs to be sent to indigent.support@scramsyste***com, just as it was previously. Also, the LifeSafer Resolutions Manager will be in touch with *** *******  shortly.

  Customer Answer

  Date: 03/12/2025

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

  Thank you for all your help. Life safer has completely handled my situation and I am grateful for you guys thanks so much ***** ******* 
  

• Initial Complaint

  Date:03/04/2025

  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.

  Since 2/16 2024. I was giving a quote when i first signed up for interlock and now I'm being over charged when pay for monthly calibration.

   

  
  Now they are I'm missing appointments after i just got off the phone with them. Tell them i didn’t miss my appointments.
  
  

  Business Response

  Date: 03/04/2025

  Mr. ******* was charged more this month because he had a missed appointment fee from an appointment he missed in ******** last week. He also had 44 days added to his device, rather than his normal 30. Mr. ******* needs to contact us when getting service in a different state because changing states and not canceling the ******** appointment is what caused this extra fee. He also had a remaining balance that was never paid for the January service in ********, which has now been transferred to his ******** account and is due immediately. The LifeSafer Resolutions Manager will be in contact with Mr. ******* to clear this up. 

  Customer Answer

  Date: 03/05/2025

  
  Can you guys get copy of phone calls recorded from them? I tried asking but they won’t let me have. I wanting to get one from first day that i had signed up with lifesafer
  

  
  

  Business Response

  Date: 03/05/2025

  As explained to Mr. ******* during our phone call yesterday, our online phone system doesn't save calls as far back as one year. The records we do have show that we quoted Mr. ******* $52.99 plus tax per 14 days, which comes out to $113.55 plus tax per 30 days and this is what he's been charged this whole time. On that note, we are questioning why it's taken him over a year to dispute the charges that haven't changed the entire time. 

• Initial Complaint

  Date:03/03/2025

  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 have dealt with lifesaver for the last year. This company has charged me thousands of dollars in extra fees because I didn’t hear the beepthis or that never once did I fell for alcohol or anything here I am with a week to go and over the weekend, it tells that I’m locked out of my device because the activity log is full. That has nothing to do with me that has everything to do with this company therefore I had to sit on the phone for anhour and a half last night waiting for them to talk to me so they could give me a code this morning before I went to and had to bring my shop to the truck to get recalibrated so I get to the shop. Nobody shows up here at ******** shop and ****** ************. They said the guy was supposed to come at while he wasn’t here at noon. I came after work at 4 o’clock and I’ve been sitting here and is now 6 o’clock. There are fourother people waiting for their devices to be calibrated and Nobody at the shop that lifesaver has is here to calibrate our devices and then when you call lifesaver you’re placed on hold for hours the way to get a hold of them is email. So here I am without a vehicle again having to pay an Uber to take me home and everything else this is selling. Unacceptable with thiscompany needs shut down.

  Business Response

  Date: 03/04/2025

  We apologize for the inconvenience of the technician not being present for the 8:30 AM appointment yesterday. The technician at the shop said *** ******** mother came in shortly after *** ****** left his truck and advised she would be picking up from work around 6:00 or 6:30 PM would be back after that to get the truck. We take responsibility for the morning incident, but were misinformed regarding when they would be back later, leading to the evening delay.

  Regarding fees for missing tests, device settings are determined by state and local regulations, not the interlock companies. If your state considers something a violation, requiring the device to be reset by your interlock company, there will be a fee for that service we provide. Since settings vary from jurisdiction to jurisdiction, clients are responsible for knowing their particular settings to ensure they're not violating their terms. If there is ever a device issue, LifeSafer will not charge clients for that. 

  The LifeSafer Resolutions Manager will be reaching out to *** ****** to discuss this further.