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

  617 S Knik Goose Bay Road Suite L Wasilla, AK 99654

• 

  LifeSafer

  2881 S 31st Avenue Unit 13 Greeley, CO 80631

• 

  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

• 

  LifeSafer

  321 W 5th Street Waterloo, IA 50701

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

• Initial Complaint

  Date:07/11/2023

  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 been using an ignition interlock device in my car since August 2022. I have experienced a defective device and now am suffering from its consequences financially and mentally. I wasted so much time trying to get a hold of this business, and when I got into contact with them they were simply ignoring the issue. I have been told that the device was "acting up" by a store technician, and have been told that I need to contact the billing department to request a refund.
  
  I emailed the request to the scam system and was told it is not device fault but my fault which is impossible. Because Ignition interlock defects the alcohol in your system and if you pass the vehicle starts. However, I have been sober since August 2022 and been using the same device since.
  
  I have been accused of failing the alcohol test, been given fake results, now charged for extra fees, and possibly extended use time of Ignition interlock device!!!! I feel like they are scamming to have customers for a long time.

  Business Response

  Date: 07/12/2023

  I, the LifeSafer Resolutions Manager, spoke with *** ************ yesterday due to a review she left elsewhere. We have determined the issue, reimbursed her for the tow as a credit to her LifeSafer account, as agreed to by her. We also set an appointment for Thursday to permanently correct the issue we discovered. We also instructed *** ************ how to use the device correctly, which is not how she was instructed at her installation appointment. 

  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 have assessed the response provided by the company regarding complaint ID ******** and have concluded that it fails to address my concerns. The following are the reasons for my dissatisfaction:

  1. I acknowledge the reimbursement of the towing fee, which is appropriate considering that their representatives provided misleading information leading up to this incident. However, I remain apprehensive about Lifesafer potentially exploiting the phrase "using the device wrong" to extend my compliance period by 180 days. This is concerning because I have consistently passed the IID test whenever I have driven.

  2. On 07/11/2023 at approximately 1:40 PM Pacific Time, I spoke with an agent named Scarlet T**** who raised the issue of improper device usage after reviewing the reports, although she said nobody is able to review the compliance reports before the 180 days. If the report can indeed be reviewed prior to the 180-day compliance period, why did no one from Lifesafer identify and rectify the incorrect installation of the device beforehand?

  It is unreasonable to expect customers to possess thorough knowledge of how these devices function. Why was this matter not addressed earlier?

  3. I have consulted with the Department of Licensing (DOL) and confirmed that my 180-day compliance period is set to expire on 08/24/2023. The DOL informed me that if Lifesafer submits a non-compliance report, I will be subjected to an additional 180 days. Agent Scarlet T**** of Lifesafer claimed that this would not be an issue, yet she repeatedly emphasized that it is a significant "problem." I am unable to obtain a clear and definitive answer.

  4. As of 07/12/2023, I have already paid $2,418.41 since 08/21/2022, not including the collaboration fees imposed every two months. Now, due to the incorrect device installation, I may be compelled to pay the same or higher amount again, potentially due to my supposed misuse of the device.

  I am extremely dissatisfied and disturbed by these recent revelations. I refuse to consider this matter resolved until it is genuinely addressed. I hope the company comprehends the gravity of my concerns and refrains from accusing me of any wrongdoing. I feel deceived, provided with inaccurate information, furnished with a faulty device, subjected to poor customer service experiences involving certain agents, and had my requests and concerns summarily dismissed.

  
  Regards,

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

  Business Response

  Date: 07/12/2023

  1. The information was not misleading, we advised that you should have no negative consequences to your requirement if you passed a test right after failing, which is what your question was. As far as the pending lockout we simply cannot see the activity on the device until it is downloaded and rely on you to use the device accurately, turning the vehicle to accessory mode before starting it, so that any important messages will show. Due to you not allowing the device to go through the normal warmup messages, you did not get that lockout warning message.

  2. As explained during the call, the issues you were experiencing are not flagged on those bimonthly reports, therefore it was not identified until I got into the account yesterday based on the information you provided in your emails and review.

  3. I advised that I don't see any notations that it will be an issue, but ultimately it will not be determined until your final download is completed after 8/24. I advised that it is a problem, but will not be addressed until it's time to review your account for compliance. 

  4. We review all of the fees due at the time of enrollment and on the contract signed at installation. You were trained at installation by the technician and in the training video to turn the car to accessory mode, take a test, then start the vehicle. You followed these instructions for several days, then began to start your vehicle before taking the test. This is why we advised you were incorrectly using the device. 

  I responded to your negative review within just a few hours after you submitted it. I took my time and spoke with you for over 30 minutes on the phone yesterday trying to help you understand what has happened and needs to happen moving forward. I tried my best to be clear and answer all the questions you had. I also sent you an email so that you can reach out to me at any time, any objections or remaining questions should be directed to that email and they will be replied to as soon as possible. 

   

  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.

  First and foremost, I want to express my gratitude for dedicating 30 minutes of your time to speak with me.

  Considering the amount of time, and money I am spending in this matter, I believe it is fair for me to talk to someone from the company that I am customer at.

  To provide some context, this situation arose due to initially receiving a failed result, followed by a subsequent passing retest, and then being subjected to a lockout, resulting in the loss of work days. This has now brought forth another concern regarding the potential incorrect utilization of a device, which may or may not grant an additional 180-day compliance period.

  Now, here's the issue at hand: I am scheduled to visit the store on 07/13/2023 to promptly install the Ignition Interlock Device (IID). However, I am curious as to why it wasn't initially installed in this manner. If there is a possibility that this oversight could have legal implications for any individual involved, it is essential to address this matter thoroughly.

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

  Business Response

  Date: 07/12/2023

  We agree that it is fair for you to be able to speak with someone from the company at which you are a customer.

  Again, the lockout could have been avoided had the device been used per the training received. Our devices are programmed to warn you prior to lockout, but due to the improper use, it was not given the chance to display that screen. Due to the device being installed so that you could start it without a test and not being able to see the warning is why we have reimbursed for the tow bill. We agree that the possibility of the legal implications mean it should be addressed thoroughly and promptly, which is why you have an appointment 2 days after the issue was discovered. 

  As to why it was installed in this manner is simply that a human installed it and humans make errors. Again, we are moving swiftly to rectify the error and we will take responsibility for any negative consequences from that. 

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

  To whom may this concern,
  
  Please accept my request to reopen the case ID # ********- LifeSafer. 
  
  I was out of state and was not able to reply to the business response. The matter has been resolved. 
  
  Thank you for your assistance.
  
  

• Initial Complaint

  Date:07/05/2023

  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 was court ordered to have an interlock device put in my car in August, 2022. I have been lawfully following all the monthly inspe**ions and have to date paid all monthly fees to LifeSafer. On 6/10/23 I was involved in a serious car accident. My car was towed away and my insurance company deemed the car a total loss. I conta**ed LifeSafer and advised them about this and asked what needed to be done to have the device removed from my car. I was told I needed to pay $159.52 to have a tow representative remove the device which I paid on 6/27 invoice attached. I gave LifeSafer the address of where my car was towed and was told that it was too far north in ** (**** *******, **) and they needed to find another tow facility closer to get the device out. I was also told they would advise me of when this was done. In the meantime I get a letter from DMV advising me that I was in violation for not showing up for the June 15th inspection of the device when LifeSafer was fully aware that the car was no longer in my possession, instead of communicating this to the station where my car goes monthly they marked me as a "no show". I needed to pay DMV $121 violation regardless of the fact that this was not my fault. LifeSafer today has not contacted me if the device was removed from my car and today LifeSafer went into my bank account and took out another $142.00 for a late fee?? That is $300.52 + $121 that I paid for a device that is not being used! There has been no communication to me if this matter is resolved by LifeSafer. Only monies being taken from my account without my permission. I want LifeSafer to cease taking money from my bank account for a device that I cannot use. LifeSafer does not return my calls and does not answer my questions as to why this matter is still not resolved and why I'm being charged monthly billing when the car is no longer in my possession.

  Business Response

  Date: 07/06/2023

  On 6/27, you told us the vehicle was in *********, ** and that's why we referred you to the tech that we did, who's in **********. Now, in the complaint you're stating the vehicle is in **** *******. This was most likely the reason for the delay in getting the device removed. 

  As the person required to have the interlock, it is your responsibility to communicate with the DMV about your vehicle being totaled. We don't have access to your driver record and only send interlock reports to the DMV. All we did was advise the state that the service was missed, as required of us. 

  LifeSafer has not taken payment on the card ending **** since 6/27, when you approved $159.52 for the removal fee. This was confirmed through our credit card payment system. 

  Our Reputation Manager, Scarlett, whom you've spoken with before has reached out to both phone numbers on file and sent an email on the existing chain she has with you.

  Customer Answer

  Date: 07/06/2023

  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 reje**ion are included below.  I never told them that the car was in *********. If I did tell them it was in ********* why didn't they arrange to have someone go to remove the device at that point? I tell you why, they are lying! I want a print out of the on-line chat dated 6/27/23 when I provided them with the **** ******* address of where the car is now located. I was advised that they needed to find a company in that area to go remove the device and will contact me. No one ever has reached out and all we do all day is play telephone tag. I'm at work and cannot answer the phone but I do get voice messages, and when I return the call I have to start all over explaining the reason for my call to the representatives and it is a merry go round of misinformation.
  
  
  Regards,
  
  
  
  **** *********
  

  Business Response

  Date: 07/06/2023

  We have made arrangements with *** ********* and a tech to have the device removed at a rate agreed to by all parties. The device should be removed and issues resolved tomorrow. 

   

  Customer Answer

  Date: 07/06/2023

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

• Initial Complaint

  Date:06/26/2023

  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.

  Instalation company was not there at scheduled time and place.

  Business Response

  Date: 06/27/2023

  The shop did confirm this appointment with the call center agent who enrolled you, so we are sorry for the inconvenience. We will escalate this issue to our Service Center Management team to address with the location. Our system shows that you were able to set a new appointment for today for another shop in the area and our Resolutions Manager will be reaching out to you to see how we can make this right. 

• Initial Complaint

  Date:06/24/2023

  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 the device installed by highly unprofessional people. I have several cut cables under dash. Most of them are yanked or pulled on uninstalling. I have processed the small claim for damages to my truck including the cost of battery replacement.

  Business Response

  Date: 06/26/2023

  Thank you for taking the time to provide us with this feedback. While our contracts with our third party shops state that they are responsible for their workmanship, we have escalated your concerns about this LifeSafer service location for our Field Management to look into because employing reputable shops to install our devices is very important to us. You will need to pursue any repairs to their workmanship with that shop directly, however, our executive management team will reach out to see how we can best assist you during this time.

• Initial Complaint

  Date:06/20/2023

  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 there iid machine installed in my vehicle and i am requesting it to be removed but they will not give me an exit removal date they say they have to talk to dmv mandatory actions unit to verify my eligibility to have it removed within 10 days dont understand why i have spoken with them and they said not true just to get appointment to remove iid . I've had it installed for one year i will complete my year on july 6 2023 its impossible it reach them .There customer service line will not pick up

  Business Response

  Date: 06/20/2023

  Mr. *********, 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. Someone from the LifeSafer Executive Resolutions Team will be reaching out to you to see how we can best assist you during this time. 
  
  

  Customer Answer

  Date: 06/21/2023

  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:06/19/2023

  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 had an interlock device with LifeSaver and have had problems multiple times. They violated me because that camera fell off the windshield, so there was no picture of a person during the blow test. I was out of the state during this time and provided them my itinerary which proves I was in ********** ** while the car was in ****, **********. My daughter was trained on how to use the device so that she could crank it every day to prevent the device from draining my battery, which would have led to a violation. My biggest concern is that I have proof that I was not in town and they are violating me.

  Business Response

  Date: 06/20/2023

  *** ******, we are taking your concerns very seriously. This is being addressed with LifeSafer management in your area, and someone from that team will be in contact with you to see how we can help. 

• Initial Complaint

  Date:06/13/2023

  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 been leasing an interlock device from lifesafer for the past 6 months. I have my letter from the state saying that I can get my device removed. I have called multiple times in the past 5 days to schedule a removal appointment. Every time that I call, I'm connected with a representative and I explain that I would like to schedule a removal appointment. The representative then says that they will transfer me to another service agent to schedule the appointment, and puts me on hold. I then sit on hold for multiple hours, only for the line to either go dead, or be connected to a voicemail. I've left multiple voicemails explaining the situation and providing my phone number and email address, and have never been contacted by them. I need to get the device removed within the next 4 days, or I will have to pay another month's fee to calibrate it. I have explained this to multiple representatives, and the same problem occurs. There is no other way to contact these people. Please help.

  Business Response

  Date: 06/13/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time.
  Please know that we now have an online chat option! Click the "CHAT WITH A SERVICE AGENT" button at **************** to chat with a Service Specialist Mon - Fri 8:00 AM to 6:00 PM Eastern Time.
  
  Our system shows you spoke with an agent yesterday regarding your removal. We suggest changing your autopay interval to a smaller interval, so that you pay fewer days at a time until you get the documentation you need in order for us to perform the removal. 

  
  

  Customer Answer

  Date: 06/14/2023

  Problem:
  -Original Complaint filed 6/13/23 I have been leasing an interlock device from lifesafer for the past 6 months. I have my letter from the state saying that I can get my device removed. I have called multiple times in the past 5 days to schedule a removal appointment. Every time that I call, I'm connected with a representative and I explain that I would like to schedule a removal appointment. The representative then says that they will transfer me to another service agent to schedule the appointment, and puts me on hold. I then sit on hold for multiple hours, only for the line to either go dead, or be connected to a voicemail. I've left multiple voicemails explaining the situation and providing my phone number and email address, and have never been contacted by them. I need to get the device removed within the next 4 days, or I will have to pay another month's fee to calibrate it. I have explained this to multiple representatives, and the same problem occurs. There is no other way to contact these people. Please help. -UPDATED 6/14/23 After filing my previous complaint on 6/13, I was almost immediately contacted by a Lifesafer representative (Scarlett?). She was very helpful and said that she could resolve my scheduling issue by the lockout date on Friday. During the call, she said that she was sending me an email to respond too with my state interlock removal letter. As of noon the next day 6/14, I have not received any emails from Lifesafer, in either my personal email which I provided, or my email on file with Lifesafer. I am posting an updated complaint because this is the only way I can get in contact with any Lifesafer. If I call, they put me on hold for hours and don't contact me back. I simply want to schedule my removal appointment, please help.
  
  
  Desired Resolution:
  Contact by the business

  Customer Answer

  Date: 06/14/2023

  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.

  Autopay has nothing to do with the problem. I have all the required documentation, I simply need to schedule an appointment. Please contact me ASAP at +15028811185 or [email protected]

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

  Business Response

  Date: 06/14/2023

  Yes, I understand the autopay isn't affecting the removal. I simply mentioned autopay, additionally, to prevent you from paying more than needed, which I explained when I, Scarlett, spoke to you yesterday. 

  If you need anything in the meantime, you have my email address, as I emailed you yesterday after we spoke. 

  Customer Answer

  Date: 06/14/2023

  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.

  As I mentioned in the updated complaint earlier today, I have not received any emails from you in either my personal or on-file email. I have checked my inbox and spam. This is the only way I have of contacting you, can you please resend email and notify when you have sent it. I need to get this resolved by Friday. 

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

  Business Response

  Date: 06/15/2023

  We will be reaching out to you shortly to assist with any billing issues/questions. Thank you!

  Customer Answer

  Date: 06/15/2023

  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. 
  

  After weeks of trying, I was finally able to schedule my removal appointment and get my device removed. Shoutout Scarlett.
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:06/12/2023

  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.

  Had the ignition interlock installed on January 24th, 2022. Never had a lockout, never had a problem. My first appointment (as scheduled by lifesaver, not by me) was 60 days out from my date of installation. I came to my first appointment, had no problems, and was not told anything was wrong. Went to another 3 or 4 appointments after that, never had any issues, never was told I was out of compliance.
  My program end date was June 1st. I went on June first to the interlock company in my town, and did a final download in my device. They told me I would be contacted within 5 days about my next steps. When no one called me, I reached out to the company numerous times, only to be bounced around and shuffled.
  Finally on June 12th, (11 days after the program end date) I was able to talk to someone on the phone in reporting. They told me that I had a violation and I was in non compliance because I did not have an appointment after 30 days. However, the company did not schedule me one, my first appointment was scheduled 2 months out.
  According to the court, I needed a good 3 months. After that “violation” that was not even my fault, I still had another good 90 days with no issues.
  When I call the interlock company, they tell me to contact the court, and that no one there can help me and there is no manager available.
  When I call the court, they tell me everything looks good on there side. And they have nothing to do with the interlock company and have never heard from them.
  This practice is predatory and keeps people in the program for longer then they need to be resulting in 100’s of dollars in unfair fees and monitoring subscriptions.
  I’m almost half a month into what should be normal driving, but still driving on an interlock device, no one can tell me what’s next, no one can help me, no one can tell me what the deal is.
  This company has been a nightmare to deal with and I feel they do this on purpose to keep people in the program longer

  Business Response

  Date: 06/12/2023

  The first appointment that LifeSafer scheduled was for 3/25/23, the invoice from installation showing this appointment is attached. This 3/25/23 date was within New Jersey's allotted time frame of 60 days (it's a 60-day window, not 30.)
  
  *** ****** failed to attend this appointment and our phone and chat system show that he made no attempts to contact us before or on 3/25. Only when we reached out to *** ****** on 3/29 to remind him of his missed appointment, did he reschedule the appointment to that same day. 
  
  We don't track violations as they occur, simply because it is too burdensome and wouldn't affect the outcome anyhow. Therefore, we only advised *** ****** of this violation when his account was reviewed for compliance after the End of Program date. 
  
  We sent the non-compliance information to ******* Municipal Court on 6/6. *** ****** needs to contact this court directly to see if they've cleared him for removal or if they will give an new End of Program date due to the non-compliance. They will not provide this information to us, so this is something he must do. If they provide a letter for removal, that can be sent to LifeSafer and we set up a removal appointment. 

  Someone from our executive leadership team will be in touch tomorrow to help with any further questions.

• Initial Complaint

  Date:06/08/2023

  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 been using this company since March of this year, I haven’t had to have much contact with the customer service center until I got into an accident recently. In the case you have to have work done in your vehicle, you have to fill out a form so the mechanics can get a bypass code and authorization. I filled out the form, gave it to the mechanic who then sent it in. The form said they will get a response NO LATER than 48 hours. I’m going on almost a week and no response. Trying to call Customer service has been a nightmare multiple times more than 45 min to an hour on hold. Leave a message? no reply. Callbacks? No. The service itself has been OK at most but the customer service is terrible, especially when needing to do crucial work to my vehicle and am now stuck until someone approves the bypass request.

  Business Response

  Date: 06/13/2023

  We apologize for our long wait times and that your shop wasn't contacted sooner. However, we searched all of our emails, faxes, and online submissions and we didn't receive anything from ****** Auto Body until the morning of 6/9 and we contacted the shop within a few hours of that. It's possible the repair shop mistyped the email address the first time, as the first email we received wasn't a forward to show any previous emails. The shop also didn't follow the instructions on our form regarding including a work order, invoice, or something on  letterhead. So,  we were further delayed waiting for that after we called and made them aware they missed that. 

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service 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.

  Impossible to get ahold of on phone…on hold for over hour multiple times, finally leave message…no one calls back. Attempted to chat for over hour and no one would respond…

  Business Response

  Date: 06/13/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We show you were able to speak with someone yesterday and they provided you with a credit for the inconvenience you experienced. 
  

  Customer Answer

  Date: 06/14/2023

  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 have not talked to anybody…

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

  Business Response

  Date: 06/14/2023

  We apologize for that oversight. There were notes from 6/12 on your account from our Service Center Manager who was helping your shop with your device service. He did put a credit on your account for the inconvenience for the extra trips to the shop. Our resolutions manager will be reaching out now to see if you still need assistance.