Business Profile

Interlock Devices

LifeSafer

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

380 total complaints in the last 3 years.
160 complaints closed in the last 12 months.

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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:08/02/2023
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.
Have been locked out of my vehicle due to the company’s failure to provide services to maintain said device. I spoke with a supervisor Celina she promised to call me this morning with a lock out code. She never called risking my work.
Business Response
Date: 08/02/2023
High-quality service and the satisfaction of our clients are of utmost importance to us at LifeSafer. We would like to find out more information regarding your concerns, so someone from management will be reaching out to you.
Initial Complaint
Date:08/01/2023
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.
Company is refusing to apply payments to my remaining account balance. I have provided them with bank statements showing proof that I payed. I am unable to get a hold of them in order to fix the issue as they are ignoring my calls. Since they are a ignition interlock company, I will lose access to starting my vehicle if the issue isn’t resolved.
Business Response
Date: 08/02/2023
Thank you for taking the time to bring this to our attention. You are important to us and we sincerely want to ensure you get the assistance you need when you call our Customer Support Center. We got an email from you on Tuesday stating we ignored your previous email, but that was the first one we received.
We are reviewing your account and our credit card system currently. Our LifeSafer Executive Resolutions Manager will contact you shortly to get this resolved.
Customer Answer
Date: 08/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:08/01/2023
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 is all about keeping you in the system & making payments to them & to your state. Even when you are in compliance, they lie and tell the state that you are not. I had one violation before and was extended 120 days, ok, no problem. Here I am at the end of that extended time and before they sent me a noncompliance letter well before my final download. This time, they let me go do the final download on July 21st, and then tried to retroactively say I failed a rolling retest on May 26.....well in advance of the final download. Now that it's time for it to come off, now that I have done everything required of me, all of a sudden, they are saying I had a violation months before it was time for the final download and this time only added 60 days for supposedly failing a rolling retest, which should have added another 120 days. The fact that they shortened the time is actually evidence that there was no violation and they absolutely will NOT answer the phones so that I can file a dispute. They even call me & hang up on me. They go out of their to make sure you can't get through to file the dispute, and then play dumb when you finally get someone on the phone... and then hang up on you again. They're the worst. I should have gone with SmartLock.
Business Response
Date: 08/02/2023
The decision to extend your time is not up to the interlock provider, it is based on regulations the state sets for all clients in their state. We simply are the ones to advise you of the extension. If you are able to get the state to clear these violations, then we will certainly adhere to their decision and allow you to remove the device.
While we have tried to notify our clients right away when a violation is recorded and extends their time, it doesn't always happen and we haven't been able to do this for the past few months. To be clear, these notifications were a courtesy and we are not required to advise clients of any violations until the final download is completed.

As you stated, the violation was May 26th and you new End of Program date is 9/24, so that is 120 days, not the 60 days that you state. Maybe the confusion is with the date you were advised of the extension being closer to 60 days.

Customer Answer
Date: 08/04/2023
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.

Regards,

***** ********
Business Response
Date: 08/04/2023
We have re-reviewed your certification and it has been approved. Although our original error only caused a couple days of delay, we gave a credit for the last 2 weeks of service as a courtesy to resolve the complaint. Spoke with *** ******** and she indicated this is satisfactory.
Initial Complaint
Date:07/25/2023
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 an interlock service with this company and this morning when I was leaving for work I found the car battery dead. Apparently this triggers a lockout on their device, in the state of ********** you cannot override the device so your car must be towed to their location even though ALL THEY REQUIRE IS THE PORTABLE HANDSET. My cost to tow my vehicle at a discount towing is $250 3.5 miles tops. Then they expect me to pay for the calibration which I don’t mind as it’s due next week anyways. They will not assume any of the responsibility claiming ** DOL is the policy writer on this matter. That is absolutely not true, I spoke with an agent who searched extent e-bike y for any policy or guidelines regarding dead battery or mechanical failures and the state does not have anything in regards to this except the tampering laws. This is a lifesafer policy and I find it very wrong that they would use this type of malfunction to profit at the already burdened customers expense! They rendered my means of earning a living inoperable by locking me out and my employer also late for work tomorrow without childcare, my paycheck reduced by loss wages my bills mounting and everyday I don’t have my car sets me back a month. I do not have the money to pay them at all so I’m in jeopardy of losing my job. They refuse to offer any reasonable or even helpful suggestions and when you call at 6am locked out and getting late for work you are on hold today an hour this morning and 1hour and 24 minutes. Is that acceptable for a company that literally holds the keys to the most essential and critical thing you own? This is a company policy that they are fraudulently declaring a “State Policy” to betray the customer in to believing it is inescapable and just another one of the many unconstitutional interlock requirements that we are already burdened with, many of us have many years in recovery with No alcohol charges! How is that constitutional? #IIDLEGALSTATESCAM
Business Response
Date: 07/26/2023
Firstly, we cannot determine if the recall and subsequent lockout was due to the dead battery until the device data is downloaded. However, since *** ****** is indicating that's what she believe is the reason, I will address that.
Interlock devices must detect power at all times. If the device loses power, that can be an indication of tampering, which is why the device goes into recall mode if loss of power is detected for 5 minutes or more. On this same note, the device shows a warning message for 5 days indicating it will lockout at a specific date and time, so that the client can drive to get service while the device is still operable.
Regarding the concern about servicing the device with the handset only, this is inaccurate. Please see the regulations pulled from ********** Administrative Code via **************** :
*** ********** Certified ignition interlock device maintenance, calibration and reports. (1) Each restricted operator shall have the ignition interlock device installed in the restricted operator's vehicle(s) examined by the manufacturer, vendor, service center or ignition interlock technician for correct calibration and evidence of tampering at intervals not to exceed sixty-five days, or more often as may be ordered by the originating court.
What this piece of regulation is stating is that we must examine the vehicle for tampering when it is serviced.
Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.
Initial Complaint
Date:07/21/2023
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’ve had nothing but problems since I’ve unfortunately started doing business with lifesafer. It all started in November of 2021. Which is when I initially got my device installed, tell me why it took til February for lifesafer to report to the DMV that I indeed had a breathalyzer installed in my car. I was still billed for 3 months though they couldn’t be bothered to do their job and report to DMV. There’s been times when my appointment has been cancelled 30 minutes before the appointment time and times to where their website “malfunctioned” and deleted my appointment in all of those situations it’s been my responsibility to somehow make new appointments within my time constraints facing non compliance and legal problems if I can’t fix their mistakes. I’ve had a multitude of problems with this joke of a company. The most recent of which and the most aggravating to date is: Since July 20th my car has been rendered useless as they’ve locked my device 8 DAYS BEFORE MY LOCKOUT DATE! I’ve had an appointment for JULY 23rd since June and per Lifesafers recordings my LOCKOUT DATE IS JULY 28th!! I’ve missed work, and been forced to take Ubers because no one from Customer service has returned my calls, and I’m on hold for at least 40 minutes with no service. THIS IS RIDICULOUS AND NOT MY FAULT. This company is dangerous because they are messing with my COMPLAINCE! How am I supposed to do the right thing here when I can’t get a hold of anyone or any help?! People like me are trying to drive legally but I fell prey to a company like this when you are in a compromising situation of either just pay the money or lose your drivers privileges. I WANT COMPENSATION FOR THE STRESS, TIME AND MONEY IVE LOST OVER THIS. I do have an audio recording from the lifesafer call line stating my APPOINTMENT is JULY 23rd and my LOCKOUT DATE is JULY 28th. I want my car to be unlocked and I will not be paying any fees for lockout code or paying for any fees that can occur if I can’t go to my appt.
Business Response
Date: 07/24/2023
Your device was not installed in November, that was when you first called and set up an account with us. You were installed on 1/12/22 and the install was reported to ** DMV 2/15/22. The reason we were unable to report prior to this date is because you didn't update your End of Program date with the DMV to us until 2/15/22. Despite this, we will provide reimbursement for that first to make things right.
As far as the device being locked out currently, we will not be able to determine the reason until the information is downloaded off the device. Anytime the device is going to lockout, the device will warn you of this for several days prior, so that you have the opportunity to get it serviced to avoid lockout altogether. We will be sure to reimburse any fee incurred if it's determined to be due to a device malfunction, but a vast majority of the time, lockouts are due to the client incurring a violation according to the regulations of the state they are required by.
The LifeSafer Resolutions Manager will be in contact soon to see how we can best assist you during this time.
Initial Complaint
Date:07/18/2023
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.
ON MAY 24, 2023, I CALLED LIFESAVER INTERLOCK TO GET A PRICE TO HAVE THE INTERLOCK INSTALLED. I WAS TOLD IT COSTS $89 PER MONTH, WITH FREE INSTALLATION AND FREE MONTHLY CALIBRATIONS. I HAD THE INTERLOCK INSTALLED ON JUNE 6, 2023. I WENT FOR FIRST CALIBRATION ON JULY 11, 2023. AT THAT TIME LIFESAVER CHARGED MY CREDIT CARD $102.81, WHICH IS FRAUD. I'VE BEEN CALLING THEM FOR THE PAST WEEK. I GET PUT ON HOLD FOR AT LEAST AN HOUR WITH THE RECORDNG SAYING, THE HOLD TIME IS TEN-MINUTES. I'VE LEFT A CALL BACK NUMBER, WHICH THEY NEVER RETURNED. I'VE LEFT A COUPLE OF MESSAGES, WHICH THEY NEVER RETURNED. SO, I FILED A DISPUTE WITH MY CREDIT CARD COMPANY NOT TO PAY THE MONEY. NOW I'M FILING THE DISPUTE WITH BBB. NEXT I'M SUING THEM IN COURT AND GOING TO THE NEWSMEDIA. THIS IS DISGUSTING HOW THEY TREAT THEIR CUSTOMERS, ESPECIALLY ME A 22 YEAR DISABLED VETERAN. MAYBE THEY WANT THE PUBLICITY IN THE MEDIA.
Business Response
Date: 07/18/2023
Unfortunately, our system charged the ******** state fee of $20 twice by mistake. I show you were able to reach someone today and this overcharge was credited back to the LifeSafer account as soon as were made aware of the mistake. We are sorry for this error and someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time.
Initial Complaint
Date:07/17/2023
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 been dealing with Lifesafer since March 2023 and it has been nothing but issues and false violations. I have been getting random lockouts almost every week, every time I get a lockout it is initiated without warning and then i have to tow my vehicle. The lockout violations state that i have tampered with the device when I have not tampered with the device once. This all has added 8 months to my 6 month time required to have the IID. It has resulted in me almost losing my job multiple time because of unwarned lockouts where i’ll go out to my car to go to work in the morning and i won’t be able to start it. I have had to pay for multiple tows as well as **** rides so i don’t lose my job.
Business Response
Date: 07/18/2023
The device shows a lockout warning if the device is being used correctly. We also have an override code option that allows you to start the car one time to get to the shop to avoid towing. We are looking into your situation and will be in contact.
Initial Complaint
Date:07/13/2023
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 had my vehicle Lifesafer interlock reset as per monthly appt. The vehicle driven to my residence and parked. I don't use the vehicle as I work at my residence. When I went to start vehicle, the vehicle was locked out.

I called Lifesafer, as the device advised me to contact Lifesafer, I was on hold for over two hours. I then requested a callback. Never received a call back. I also attempted to chat with an agent and disconnected while typing in my issue.

I had to have vehicle towed to ****** ****. This was a 100.00 charge. The vehicle was reset no codes were provided. I am again attempting to contact Lifesafer and again on hold. I want to be refunded 100.00 for the tow

This company is a sham. I am charged 63.11 every 2 weeks. For what!! The State of ******* DMV needs to look into this company
Business Response
Date: 07/14/2023
As advised in our training, the device must be connected to a properly charged battery, otherwise violations will be recorded, possibly resulting in a recall and reset. If your vehicle is sitting for many days over several months with an extra accessory (the interlock,) chances are your battery dropped too low or died, causing a violation. Our records indicate that you have not sent this tow bill to us for review. Please feel free to provide it as an attachment to this BBB complaint or email it to [email protected].
We will follow up with this on Monday, as it's end of business on a Friday.
Customer Answer
Date: 07/28/2023
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.

Regards,

**** *****
I spoke with Scarlet T****, a Lifesafer rep., on July 17th. I have provided information requested on 7/26. I have not gotten any response from Ms. T**** as of yet.

Thank you for your time in advance.

Business Response
Date: 07/28/2023
I spoke to *** ***** and his wife on 7/17, then sent an email to ****************** and ************************. I never received an email back from either address. I will email them both again in case they lost my email and are trying to reach me with an incorrect email address.
Initial Complaint
Date:07/12/2023
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 to have an ignition interlock device installed on my vehicle in June of 2022. In September of 2022 that vehicle had to go to the shop for engine repairs. I did not have the money to pay for the repairs. I contacted LifeSafer to let them know that I needed to have the device removed and they informed me that it would cost over $400 to have it removed. I did not have the money to pay for repairs so I did not have the money to pay for the removal of the device. LifeSafer said they could transfer me to another department to get help with a payment plan. I was transferred to the other department where I had to leave a message because no one answered. I left a message telling them of my situation and also left mt contact information. I waited a week for LifeSafer to return my call, and nothing. I called LifeSafer back and went through the whole process again. I left another message with LifeSafer because there was no answer again! I still never received a call back. Now it is July 12, 2023. I called LifeSafer again and explained my situation again. They say that I now owe them over $1000.00 due to late charges! I explained to the lady on the phone with LifeSafer that I have been leaving messages and no one has been returning my calls. The lady with LifeSafer very rudely said that there was no evidence to back up my claims! Little does she know that I have an app on my phone that records phone calls! LifeSafer is a scam! Warning to all those that deal with LifeSafer, document all dealings with them and record your conversations with them!
Business Response
Date: 07/12/2023
We use an online phone system that logs all inbound and outbound calls. It shows:
10/6/22 - You called us to advise of the vehicle issues and we forwarded your call to our Accounts Resolution Department (ART) to assist you.
10/7/22 - ART member called you, but was unable to leave a message to your voicemail being full or not accepting messages.
10/10/22 - ART member attempted to call you, but was unable to leave a message again.
10/21/22 - ART member called you again, but was still unable to leave a message. She also sent a text message.
10/24/22 - you called in and an ART member called you back again, but was still unable to leave a message.
12/5/22 - Collections manager sent a letter to your address on file advising you that a collection was pending and would be opened if we didn't hear from you within 30 days.
3/28/22 - Collection file was opened for the cost to replace the device of which you were the last client to possess.
There are no calls in our system from you number between 10/24/22 and 7/12/23.
I show that you spoke to Contact Center Agent and an ART member today, you were advised of your options. Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can best assist you.

Customer Answer
Date: 07/12/2023
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.
I do not have any record of phone calls from (ART) nor do I have any text messages from (ART). If everything is logged at (ART) call center, can I get a copy of the calls that were made and the text message that was sent? The voicemail on my phone is never full due to the fact I need it for customers.

Regards,

******* *****

Business Response
Date: 07/12/2023
It is against company policy to send recordings of phone calls, but also the recordings aren't saved in the system this far out. Alternatively, I've attached a screenshot of 2 of those calls from our phone system logs.
Anyhow, it still stands that you owe for the time the device was in your possession, as there was no attempted contact between October and July, even after a pending collection letter was sent in December.
Initial Complaint
Date:07/12/2023
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 have had an interlock system installed by lifesaver in my vehicle to comply with an a-2 driver restriction in the state of *** ****. I just recently moved to *** ****** and I have been issued a driver's license, registration and insurance that is free of any restriction. *** ****** does not require me to have the interlock system in any vehicle. I have been on numerous calls with both lifesaver and the state of *** **** driver improvement department of the dmv. All businesses and agencies have been provided with documentation showing that my ** license and plates have been surrendered to *** **** as of 7/27/23. I have tried to schedule removal of the device as it is no longer a requirement and I have complied with all requests for information. The DMV in *** **** has made it clear to me that they will not send a letter to lifesaver and that the company is basically giving me the run around. It costs well over $100 a month to pay for monitoring not to mention a day off work to travel to a location in ** to pay for monitoring that is not required. Please help me to resolve this issue. Lifesaver has been disagreeable and uncooperative in facilitating this process. After expressing this frustration and trying to schedule removal I was even sent harassing and insulting text messages from the representative whose help I was trying to engage. If this not resolved I am considering filing harassment charges against the company, I believe this is tantamount to extortion. I am no longer required to have the device and I am seeking resolution and removal on this format as this company has proved impossible to deal with. After seeing all these other complaints it is apparent to me that I am not alone. Please help. Thank You, ****** ********
Business Response
Date: 07/12/2023
We contacted ** DMV today and they advised us that there is no surrender showing on *** ********** ** record. The record is showing a valid ** license. According to DMV, he needs to contact Driver Improvement and submit a copy of the front and back of his ** license with a ** driving abstract.

We are not able to remove the device without approval from the authorities in **. The decision to remove is not up to us, we just provide the interlock, we must adhere to the state's rules and regulations.

Additionally, the device can be serviced at one of our ** locations, so there is no need to drive to ** for services until the removal is approved by the state.
Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can help you through this difficult time.
Customer Answer
Date: 07/24/2023
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,

****** ********
This matter has been satisfactorily resolved thanks to your involvement. It took quite a bit of effort and resolve but the fact that you were there to help me, finally spurred the company into action. I hope other dissatisfied people will seek your help. Thank you so much
****** ********

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LifeSafer is NOT a BBB Accredited Business.