Complaints

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

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  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  4290 Glendale Milford Road Blue Ash, OH 45242-3704

• 

  LifeSafer

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

• 

  LifeSafer

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

• 

  LifeSafer

  1083 Diplomat Drive Suite 105 I Debary, FL 32713

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

• Initial Complaint

  Date:05/12/2023

  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 am writing this complaint due to the fact I had this device installed in my vehicle in November 2022. After the device was installed in my vehicle it drained my battery and stalled my car several times. Specifically in December 2022. I was working in a rural location and was stranded in a small town in Minnesota. I had to get Mercedes Benz to jump my car over 5 times. The issue here is that one of these times in December I had a lockout code and was unable to take my car to the service center due to not having anyone to jump my battery. I contacted LifeSafer and let the car sit. I ended up catching a cab to work for almost 2 weeks. After my car continued to stall, I had the device removed in January 2023. I contacted the State of Minnesota about my license reinstatement and they said that I have to be on this program 6 more months due to LifeSafer contacting them stating that tampered with the device. I NEVER tampered with the device. When I called LifeSafer, I was on hold a total of 5 hours and decided to try to have someone call me back. They will call back and send you back into que. I cannot reach anyone to fix this issue. I need my license as this device does not work in my car. I cannot afford another car at this time. I need this fixed!!!!!!!!!

  Business Response

  Date: 05/15/2023

  We appreciate your feedback and apologize for the difficult tme you had with the device and lengthy hold times when reaching out to our Customer Support Center. As we are currently experiencing higher call volumes, your patience is appreciated.

  All ignition interlock device settings and violations are dictated by state regulations. The reports we send are a direct logs from the device and do not include analyzation or opinions from us. We do not have the authority to dispute any violations on your behalf, only you may do so. I show that we sent you your reports to you this morning so that you may dispute the violations with the state. 

• Initial Complaint

  Date:05/04/2023

  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 had the LifeSafer breathalyzer In my car since 4/27/23 and have had nothing but issues. I’ve had to pay out of pocket for lockouts that were the result of a faulty device. No one is available to talk too, I’ve now been on hold for 50 minutes.
  My device just seems to keep aborting and no one can tell me why. This company is a scam.

  Business Response

  Date: 05/05/2023

  We're sorry you've had a hard time with the device so far, but it's not uncommon for new clients to take a few weeks to get the hang of testing on interlock devices. We also show that you had a low battery the first week the device was installed, which prevents the device from working properly, so that could also be the reason for aborted tests. A LifeSafer Resolutions Manager is looking into your situation closer to find a solution and will be in contact.

• Initial Complaint

  Date:05/03/2023

  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.

  So we are working on our credit and checked our credit last night and this place last month put a negative mark on my credit for 81.00 and I haven't done business with them in about 10 years. I had no idea I owed anything to them and my phone number hasn't changed. Now I have a negative mark on my credit and the statute of limitations is 3 years in south Carolina. I want this off.

  Business Response

  Date: 05/04/2023

  We attempted to reach Mr ******* via phone on 12/15/15 and left a voicemail. We also mailed a collections notice on 4/25/17 to the address on file: *** ****** *****, ************ ** *****. I have sent a contact request to our collections department today and someone will be in contact within the next few business days. 

  
  

• Initial Complaint

  Date:05/03/2023

  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 interlock device through Lifesafer from 3/7/22 - 4/17/2023. Lifesafer client ************
  
  Lifesafer will be referred as LS
  
  Oklahoma required me to have my interlock for 1 year. Requirements for removal is to have 120 days with no violations. On 1/4/2023 I had a device malfunction that made me have a violation. I was sitting in my vehicle and the device never beeped to blow. I called LS immediately. I asked the rep if I needed to contact the state. She told me no stating the state would see the violation & device replacement & it wouldn’t be counted against me. Device swapped out on 1/7/2023. On 3/8/2023 I had my device calibrated. I sent my paperwork into the state & they said I couldn’t have it removed due violation. The state told me that I needed to get ahold of LS to have them note the device was defective. LS told me they couldn’t dispute the violation that I needed to contact the state. I wasn’t disputing the violation I wanted a note to be put in about the malfunction. LS contacted the tech on 3/20/23 & he confirmed the malfunction. I was charged for another month of service on 4/5/23. I had to have my device recalibrated on 4/10/23. The tech informed me that LS reached out to him & confirmed my device was defective. I reached out to the state on 4/11/23 & explained that I was getting no where with LS. I sent them a copy of the record from 3/20/23 confirming the defective device. The state contacted me & called the tech. The tech confirmed that the device was defective. I was able to have the device removed. Device was removed on 4/17/23. I contacted LS to requested a refund for unused days. LS informed me that the state of Ok did not allow LS to do that. I, again, contacted the state to confirm this information. They informed that that was incorrect that they (State of Ok) did not dictate if a company can issue a refund or not.
  
  Horrible customer service, long wait times, liars, money hungry. Find a better interlock company.

  Business Response

  Date: 05/03/2023

  The tech did state there was a device malfunction, but the device logs do not indicate this. There certainly was not a defect that would have caused the missed test violation on 1/4/23. The 1/4/23 violation was valid as it was simply due to a missed retest. A test was taken to start the vehicle, the vehicle was started, then the next test was missed. 

  Additionally, our contract states that no daily/monthly fees may be refunded. It's the client's responsibility to ask for fewer days to be added to their device if a full month will not be needed. 

• Initial Complaint

  Date:05/02/2023

  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 am writing to file a complaint regarding the difficulty I have experienced in scheduling an appointment to have an interlock device removed from my car. As per my eligibility on 4/24, I was advised by the Department of Transportation (DOT) and Lifesafer to contact Lifesafer to schedule an appointment for the removal of the device.
  
  However, my attempts to reach Lifesafer have been unsuccessful. On 4/24, I was on hold for over an hour without any response, and on 4/25, I was on hold for 6 hours with no response. Despite my efforts to schedule an appointment, I am still required to pay for the device on a daily basis, even though Lifesafer has failed to provide me with a means to have the device removed.
  
  I am extremely frustrated with the lack of response from Lifesafer, as it has caused undue financial and personal stress. I respectfully request that you investigate this matter and take appropriate action to ensure that Lifesafer responds to my request and credits me back for time wasted and time spent using the device when I didn't have to.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 05/02/2023

  We apologize for
  the lengthy hold times when reaching out to our Customer Support Center. As we
  are currently experiencing higher call volumes, your patience is appreciated. Also, we show that you were able to speak with someone this morning prior to us receiving this complaint, but our Resolutions Manager will also be reaching out shortly to see how we can make this experience better. 

  Customer Answer

  Date: 05/02/2023

  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. Appreciate the assistance in this matter greatly.
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:04/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifesafer is charging me an extra fee of $99.98 and will not explain the charge to me, as well as a $11.98 fee. They had an issue with their system and failed to withdraw one payment and sent out an email saying they will be withdrawing it but never did. Then I get a bill with the extra charges I stated above. The date on this bill is 3/20/23 invoice #4526. This bill should have been for $92.67. I payed faithfully every two weeks and the amounts were $62.67 the first week and $92.67 two weeks after. I am done with the device and I’m supposed to get it removed but they won’t let me unless I payed them the extra money they are charging me without being able to explain. The card that was on file always has money on it for them to withdraw. It also has overdraft protection so it would never decline, but they claim it was declined even after sending out an email that it was an issue on their end. The customer service agents are rude and are ready to argue very single time you call. This company should not be in business treating honest, hard working people the way they do. I believe what is owed in the account is as follows. $92.67 for 3/20 $62.67 for 4/3 $92.67 for 4/17 for a total of $248.01. I would like to pay this so that I may remove this device before the month of May. I feel I shouldn’t have to pay another month just because they don’t have good customer service and can’t look into this for me. They will not even get a supervisor or manager on the line.

  Business Response

  Date: 05/01/2023

  We value every customer, old and new. You are important to us and we sincerely want to ensure you get the assistance you need when you call the LifeSafer Customer Support Center.

  We're sorry for the lack of explanation regarding those past due fees. Our Resolutions Manager will be reaching out to you to get this sorted.

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:04/25/2023

  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.

  The interlock device has falsely failed me for alcohol TWICE and Lifesafer will not hold themselves accountable. I have been forced to take off work and pay $55 each time it happens. Last week, I went to get it calibrated and paid the shop to do so. I leave the shop and my service light is still blinking. So I call Lifesafer and they tell me that the shop did not calibrate the device correctly and that I would have to go back to the shop. Lifesafer assured me that because it was not my fault, I will not have to pay anything.
  
  Low and behold, I get to the shop and they claim I had a lockout. The shop charges me $25 and Lifesafer hits my bank for $55. I try to call Lifesafer. No one answers the phone. I opt to be put in the callback queue. No one ever calls me back. Chat on the website does not work. So basically they just rob you and there's no one you can talk to about it.
  
  Will be reporting the charges to my bank as fraudulent as well as taking lifesafer to court for damages and reporting them to the Colorado DMV.

  Business Response

  Date: 04/25/2023

  We appreciate your feedback and understand your concerns. All Ignition Interlock Device (IID) settings are dictated by state regulations. Please note that the IID will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the LifeSafer ignition interlock is fulfilling its purpose.

  Please know that our online chat option is not 24/7. This option is open Mon - Fri 8:00 AM to 6:00 PM Eastern Time. 

  I do see that you were able to speak to someone today and get a portion of the fee refunded, but the LifeSafer Executive Resolutions Manager will also be in contact today to see how we can make this experience a better one.

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** **********
  

• Initial Complaint

  Date:04/21/2023

  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 had this device installed since the beginning of the year. My initial impression was promising, got a quick install at a local shop, was assured by their online agent it was the best option for interlock.
  It has been a nightmare ever since. I constantly get false readings, several causing lockouts even though follow up attempts are 100% clean. I got a “violation” that forced me into the shop early or it would go into a permanent lock. I am also using a SCRAM device so I can prove I have zero alcohol in my system. I’m not eating prior or drinking anything but water. I called their support line and waited 45 minutes and nobody picked up, so I left a message. Never got a call back and it’s been over a week! I’ve called three times since that initial call and still nothing, multiple voicemails, no call backs. I’m on hold as I’m writing this and my “estimated wait time” just jumped from 2 minutes to 10 minutes! I’ve already been on this call for 15! This company is straight up robbery. I’ve lost hours of work having to go into the shop to clear violations. This is theft! Stay away!

  Business Response

  Date: 04/21/2023

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. 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.

  We appreciate your feedback and understand your concerns. All Ignition Interlock Device (IID) settings are dictated by state regulations. Please note that the IID will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the LifeSafer ignition interlock is fulfilling its purpose. Someone from the LifeSafer leadership team will be reaching out to you to see how we can best assist you with this going forward. 

  
  

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  A chat option with limited hours did not help me when I needed assistance NOW. This business claims to have 24/7 support and that is absolutely untrue. Additionally, there was zero follow up. I understand the device is supposed to measure trace alcohol but I have two monitoring systems and the other one is not reading any alcohol at all. Even my installer mentioned it had to be calibrated MULTIPLE times when I brought it in because it was reading faulty. This took a lot of time out of my work day, so along with the extra charge for service I'm paying for it with lost work time.

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

• Initial Complaint

  Date:04/12/2023

  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.

  the service i have had there device malfunction several times i had to have my car towed at own expense today we buried my brother and i waited over an hour but and they keep mee on hold for over and this is not the first time right know i have been on hold for over an hour please check and see if there service is acceptable to serve because we pay them monthly and it not cheep

  Business Response

  Date: 04/13/2023

  We appreciate your feedback and understand your concerns. All Ignition Interlock Device (IID) settings are dictated by state regulations. Please note that the IID will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the LifeSafer ignition interlock is fulfilling its purpose. The device is set per state regulations to warn you of an impending lockout prior to the device fully locking out. I have reviewed your account and the logs do show that you were given 5 days warning before it locked out. Additionally, when you called us on Sunday you advised that it was warning you for the previous 5 days, but you failed to take action until after it fully locked out. 

  Regarding the long wait times, we apologize for the lengthy hold times when reaching out to our Customer Support Center, your patience is appreciated. We are dealing with the same staffing issues that many companies are these days, please know that we do care and we're doing our best to resolve the wait times. 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.

  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:04/12/2023

  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 nothing but trouble with this company since my 2nd interaction. My first interaction had me feeling very confident that I had made a good choice. I had this device installed in the car my wife drives out of an abundance of caution. I did this voluntarily-not by court order. Apparently, we have had a "mandatory" contract instead of voluntary contract installed in our car which is a whole different situation. I had to take it to be recalibrated by a tech and he would not tell me why it went off and only said that the device is reporting to the authorities. None of this should ever have happened. Plus we are being charged more.
  I have tried to call customer service 5+ times, I have tried multiple times to use their online chat, all to no resolution. The tech garages that we go to for recalibration know nothing about their account system and are not helpful in resolving issues like this.
  
  The device is all of a sudden not working properly, and we have had no recourse or ability to contact anybody at lifesafer to help us.

  Business Response

  Date: 04/13/2023

  We're sorry that we didn't provide you with the stellar service on which we pride ourselves. I can assure you that we are not reporting anything to the state, as we don't have a ** driver's license on file. The shop techs are only trained on the function of the device and not on our reporting process, as we have a dedicated team for that. Someone
  from our executive leadership team will be in touch to see how we can help.

  Customer Answer

  Date: 04/14/2023

  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. 

  I was contacted by a LifeSafer representative, she resolved my issues satisfactorily, and she provided me with a $170 statement credit.  Thank you for helping me with this matter.  
  
  
  
  Regards,
  
  
  
  ******