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 of Florida

  5285 Tower Road Tallahassee, FL 32303

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

• Initial Complaint

  Date:04/09/2023

  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 had a LifeSafer Interlock installed in my car in November of 2022. I am very proud to say that I have been sober for nine months and have urinalysis tests to prove it. I chose this company because it was the least expensive and at the time, most responsive to my initial inquiry. During my first and second calibration, I had to have the handset replaced and sat for over an hour waiting. In January at 6:30 am, I went to blow in my hand device and it instantly went to abort, I tried everything, cleaning, unplugging, etc. It would not let me test. I called the 1-800 # and was told I would have to get my car towed to the shop where I had it installed. I was given a month credit for my time and a credit (not cash) for the tow truck which was $150. Again, in February, when I went for calibration, I waited an hour and my handset had to be replaced again. Things seemed okay, but then in early March, I went to go start my car and the same thing happened, the equipment would not let me test and went immediately to abort. Again, this time, after sitting on hold for 35 minutes, the 1-800 # told me to have towed, and I spent $150 to have my car towed to the shop. The operator who installed and calibrates my hand piece then had her person put in a different piece of equipment and it had worked okay until yesterday when I went out to blow and I got a fail and then a minute later a pass. I have had no alchol or products that might set off a fail. Later that day, I went to start my car again and got an abort and then a pass, an hour later I got a fail and within 1 minute, after unplugging it, got a pass I turned off my car for an hour, came back and then was not given the chance, it would warm up and go right to abort before allowing me to blow. I have tried to call the 1-800 # many times, have left messages, for a return call and have heard back from no one, it has been 32 hours since my first message. I now have over a $200 credit but cannot drive my car and no solution.

  Business Response

  Date: 04/10/2023

  We are sorry to hear that you are experiencing hardships with your interlock device. We want to be able to see how we can best assist you and get you back on the road with ease.  Someone from our 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: 04/10/2023

  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 absolutely do not accept this response. Again today, I was advised to contact their chat line to get a code so I could actually start my car and move it. I did so and was continually kicked out of the chat I called and left a message and requested a call back, I have heard nothing, it’s been several I spoke with the installer and she has not idea what to do or how to resolve the problem I feel I have no choice but to go with another company. This is my livelihood and reputation, I am missing work and because this involves the state of ******** my Drivers License privileges are at stake. I have spent hours and hundreds of dollars. Below are the emails I sent to ***nifer Ward who is a Rep for the company. She never responded to these messages until I called her. I have requested a call back from a manager and will also be letting the DMV about this poor treatment. Although I made a mistake in July 2022, I have remained sober and am a customer who deserves better than this.
  

  April 8
  Hi ***,
  Happy Saturday and Easter! I had the SAME problem with my equipment this morning, and this time I got an error code of 266, an abort, and then a fail and then another abort.  I ended up getting a ride to my appointment. I came home a few hours later and this time it did the abort before I blew.  I have it on video. This time I unplugged it and it worked with a pass.  I am very worried the fail will come up bad with the DMV, I have not had a drink in over eight months. I did eat some bread this morning before I blew but the abort thing makes no sense?  I am wondering if you have any advice? I would be happy to take it to your Dad if he has any ideas, maybe it is my car?  I couldn't get through to the 1-800 # so I am emailing you so you can note it on my account. I have had no issues until today. One thing I did notice is that the service reminder came up and says my lockout begins on 4/13, but my appointment is not until Friday 4/14? Thanks in advance for any guidance you can provide. 
  
  
  Kind Regards,
  *** ** ****
  Phone: ###-###-####
  

  ***,
  Hi ***, now I am just getting an Abort and it won't let me even blow. I have a call into corporate, but I think I have had it and am going with a different company. I will do some research on Monday. 
  

  Kind Regards,

  *** ** ****
  Phone: ###-###-####
  

  
  

  
  

  Business Response

  Date: 04/11/2023

  We spoke with *** today and she was able to start her vehicle. We have set an appointment set for tomorrow to try another option and if this doesn't work, she'll need to have her vehicle checked by a mechanic. *** was satisfied with this option for now. 

  Customer Answer

  Date: 04/11/2023

  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:04/07/2023

  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 had me repeatedly set a final download creating multiple appointments which cost me more money. Every time they set the final to get the device taken out they tell me I have violated over a month ago or even six months ago to which they extend again and tell me I’m lying about them setting a final download even though I have the paperwork. They are falsifying and not filing state paperwork correctly. I also want the errors corrected and the interlock removed.

  Business Response

  Date: 04/10/2023

  We’re sorry to hear of this experience and would like the opportunity to investigate this further to see how we can help. Unfortunately, we are unable to identify an account by this name, phone number, or email, so please information that will help us identify the account. Upon your response, a LifeSafer management team member will reach out to see how we can best assist you. 

• Initial Complaint

  Date:04/05/2023

  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.

  Once you are a customer it is virtually impossible to get anyone on the phone.
  I was required to get an ignition interlock for 2 years. The sales rep I spoke to was Alexander G***** on 1/7/23. I asked for a quote. It was higher than other companies, and I told him I was going to go with them. When this was stated, he put me on hold to see if he could get me a better deal because of the length of my contract. I asked for a 30 day cycle instead of 14. I was quoted $68.43 with ALL TAXES AND FEES. I would swear by this, and I would like for the recorded sales call to be listened to in order to confirm this. I asked multiple times if this would be EVERY charge. I know I was adamant about that. I was assured it was. This is the ONLY reason I went with this company. I was promised my first month free as a promotion, and my initial admin charge waived. I was quoted an $18 calibration fee every 45 days and $123 for installation without tax. I scheduled the install for 1/20/23. I received my admin fee and first month free HOWEVER, they ONLY gave me the daily monitoring charge free. They did not credit the reporting fee, or the daily theft protection charge. The difference of the charges was not specified or clarified on the initial sales call at any point. The surprise charge for daily loss protection of $12.84 a month clearly was not included in the $68 dollar quote. The taxes are clearly not included either, $5.61 a month. This brought my monthly total from the expected $68.43 to a whopping $86.88. A 27% increase. Beyond infuriating. Seems like they suckered me into this contract. I have be unable to reach a person once to discuss. This is appalling customer service. I feel deceived. Also, the company unexpectedly raised my calibration fee from $18 to $25. Making the total cost higher than the other companies I received quotes from.
  I want my initial quote TOTAL honored, and all charges in excess refunded. Including a FULL free month, all charges. This company seems shady

  Business Response

  Date: 04/06/2023

  We apologize for any confusion with pricing. The pricing quoted is always pretax because tax rates change by location and can change over time. While the loss protection and reporting fees were not included in your free month, we did add a $39.99 credit for the administrative fee during enrollment and again at installation, so we actually credited you more than your total first month fees. This is why you only paid $71.17 for the first month, despite your installation fee being $83. 

  Regarding the loss protection plan, this is not quoted over the phone because it is optional. This is a decision that is made at the shop during installation because it is explained in the paperwork and you sign to opt out it or leave the line blank to opt in. Our resolutions manager can explain and discuss this further when we contact you. 

  Our resolutions manager will be in touch today to get this resolved. 

• Initial Complaint

  Date:04/03/2023

  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.

  For starters this company is a scam! I was told I would get a free month of service which was never recieved. Also was given monthly charge amounts with and without auto payment and it has not been accurate yet I have been over charged and double charged. I can never get a representative on the phone to discuss the issue, I only get through to a chat representative that always has some issue of not being able to see in my account or argues about what I can see I've been charged for and make it seem like I am making things up when I have in writing what I should be charged. This is a horrible company to deal with.

  Business Response

  Date: 04/05/2023

  We appreciate the feedback and apologize for your experience with lengthy hold times when reaching out to our Customer Service Center. OUr resolutions manager is looking into your account and will be in contact soon.

• Initial Complaint

  Date:03/26/2023

  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.

  On 3/26/23 which is a Sunday. I went to start my car and the interlock handset showed Base/handset communication error. I was forced to power down. I had driven the car just hours earlier. How can an interlock disable a vehicle because of an internal error? The device was installed on the 24th. This is totally unacceptable. I was on hold for 20 minuted untli I picked the voivemail option. Still waiting after 1 hour.

  Business Response

  Date: 03/27/2023

  We are reviewing Mr. ******** claims with our Executive Management Team. Someone from this team will reach out to follow up with *** ***** by the end of the day. 

• Initial Complaint

  Date:03/16/2023

  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 used Lifesafer for two years. I had an interlock device installed and maintained during that time. Recently, on February 18th 2023, I had the same shop, at **** * ***** ***** **
  Colorado Springs, CO 80909, remove the interlock. On the drive home, the panel near my knees, underneath the dash, fell onto my legs. After examination, a mechanic determined that the panel was installed incorrectly. The bolts that secure the panel were broken off in the structural metal frame of the dash. Extensive repair time is needed in order to remove the broken bolts and replace them to make the vehicle safe to operate. I have spoken with the technician who caused the damage and he stated, “I don’t remember doing that. It was already zip tied.” Next I contacted Lifesafer directly and was told to send evidence. That evidence was not considered on their final decision. **** was the technician who works at the shop by himself. My vehicle was in working order prior to the removal of the interlock. The technician also knows this from working on the vehicle every month for 2 years.

  Business Response

  Date: 03/17/2023

  According to our technician, the dash had preexisting damage, i.e. the zip ties, when we installed the device in 2021. Since we do have to take the dash down to install the device that Mr. ****** requested we install, it seems unfair to hold LifeSafer accountable for the current condition of the dash when we practice due diligence with all work we perform. Furthermore, LifeSafer did not receive evidence that the dash was damaged by our technician as stated by *** ******. 

  Business Response

  Date: 03/23/2023

  I was truthful in my statement about not complaints being logged from the review sources we track. We do not track Chamber of Commerce reviews and only within the last 6 months started tracking Google reviews. I stand by my statement that we have not tracked any complaints for this shop, however I do acknowledge that there may be complaints on the internet somewhere, it's a big place. 
  

  Again, there is no reason for the technician to deny damage. The reimbursement would not come out of his pocket and he wouldn't be fired considering this is the first complaint we've had on him in as many years as I know of, 4 years at least. 

  Mr. ****** is making claims about what the technician said to him, but the technician also states that Mr. ****** asked him just to claim he did the damage (as though he knew the tech didn't do it) so the client could get his dash fixed on LifeSafer's dime. 

  We do our best to reimburse and compensate when damages are caused by a company location, we've done this before for another location, but there is simply no evidence that our technician caused the damage Mr. ****** is claiming. Additionally, there is no indication as to when the bolts were broken other than what Mr. ****** is claiming, but has no proof of. We're sorry that he is incurring fees for repair work to his vehicle, but we do not believe it was caused by our technician, so our decision stands that we will not reimburse Mr. ****** any money. 
  

  Customer Answer

  Date: 03/23/2023

  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.  In addition to the fact that the business has no evidence of their false claims and does not respond to any of the evidence I have provided, for your reference, reasons for rejection are included below.
  

  I was truthful in my statement about not complaints being logged from the review sources we track. We do not track Chamber of Commerce reviews and only within the last 6 months started tracking Google reviews. I stand by my statement that we have not tracked any complaints for this shop, however I do acknowledge that there may be complaints on the internet somewhere, it's a big place. 
  -      I did not call you a liar.  I said, “This is inaccurate.  A quick Google search indicates 5 complaints (2 stars or less) of inoperable accessories, damage to vehicles, etc. from this shop following install. This was just with the Chamber of Commerce. LMG Holdings has a 1.08 out of 5 rating with the BBB.”
  -      Your sarcasm and attempt to belittle me (“there may be complaints on the internet somewhere, it's a big place”) is undermining your validity. This isn’t a good look for a “legitimate” corporation.
  

  Again, there is no reason for the technician to deny damage. The reimbursement would not come out of his pocket and he wouldn't be fired considering this is the first complaint we've had on him in as many years as I know of, 4 years at least. 
  -      That is great for **** but does nothing to remedy the damage he caused.
  

  Mr. ****** is making claims about what the technician said to him, but the technician also states that Mr. ****** asked him just to claim he did the damage (as though he knew the tech didn't do it) so the client could get his dash fixed on LifeSafer's dime. 
  -      You too are making claims about what the technician told you.  **** is making claims about what he told me. So far, the only one with evidence is me. 
  -      I did ask **** to make the claim.  Your farfetched statement that I asked **** to make the claim ‘as though he knew the tech didn't do it’ is insulting and further diminishes your story. I told ***** “if you don’t get in trouble anyway, why not just be honest and make the claim”. **** told me I had to make the claim through LifeSafer. Here I am.
  

  We do our best to reimburse and compensate when damages are caused by a company location, we've done this before for another location, but there is simply no evidence that our technician caused the damage Mr. ****** is claiming. Additionally, there is no indication as to when the bolts were broken other than what Mr. ****** is claiming, but has no proof of. We're sorry that he is incurring fees for repair work to his vehicle, but we do not believe it was caused by our technician, so our decision stands that we will not reimburse Mr. ****** any money. 
  -      Explain how the bolts were there in 2021 (according to Gabe) and were there in 2023 and are now sheared off?  Who else got under the dash and attached the device? Who else got under there and removed the device? What evidence does **** have to say they were missing at any time in the past? Shop notes? Anything noting preexisting damage? No-nothing.
  

  You know that with what was said and what I have provided as evidence the technician caused the damage. You have nothing to show he did not. I know it is tough to back off from your mistakes, but when you make them, you should own them and do the right thing. If not ***** LifeSafer. You should do better than “your best”.

   

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

• Initial Complaint

  Date:03/14/2023

  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 voluntarily had the device installed on my son's care to, hopefully, encourage him to make smart choices. The price is not my concern but when the device immediately did not work we tried to call the help line, assuming it was user error. We were told the device doesn't always work in the cold. I live in *****! They offered to program it to "warm up" before needing to use it. This also failed to work. Complete scam. I was looking for a way to potentially save lives and this product just didn't allow us to even start the car. We had to have it removed as my son needs to drive for work. I tried contacting the company to simply get my money back for the install (not even the uninstall) and they refused and threatened me with some state law even though this was a voluntary purchase. No one should put faith in a company with such a poor quality product and even worse customer service, especially when we are talking bout saving lives. Drunk driving is not a joke.

  Business Response

  Date: 03/14/2023

  I apologize for the misinformation given that the device doesn't work in the cold. We have many clients in far northern states, such as ******, *****, and even ******. Our resolutions manager is looking into your situation and will be reaching out, please allow 24 hours for us to look into this and make contact.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait the 24 hours for a resolution to be presented to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:03/13/2023

  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.

  We asked the Lifesafer company to only have 3 days of service put on my husband's IID. Lifesafer told us to ask the shop to only add three days. The shop said they are not in charge of that, lifesafer has control of it. Upon being charged for 2 months of service when we only needed 3 days, I complained to the company (Lifesafer). They then, after the fact, stated that the shop needed to call them during the appointment to set it up that way. After speaking to 2 different people at lifesafer regarding this, they should have told us the shop needed to call them. I feel it is unjust that I am being forced to pay for services I won't be using. I want them reported most importantly, but I would also like refunded the money I should have never been charged! This occurred today, March 13 2023.

  Business Response

  Date: 03/14/2023

  We apologize for the misunderstanding. It is the responsibility of the shop to add fewer days when performing the service, LifeSafer has no way of doing this remotely. Our records show that no payment was made for yesterday's service, so we refunded the overcharges back to the LifeSafer account, leaving only a $7.45 balance due. You may pay this now or at the time the device is deinstalled. Our resolutions manager will be reaching out shortly to ensure the concerns are resolved and any questions answered. 

  Customer Answer

  Date: 03/14/2023

  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:03/10/2023

  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 their system installed in my car and was told it would it would be a set price every month but every month I'm charged a different amount. I was locked out due to mechanic work being done on my car and I got the proper paperwork filed for that and they still reported to DMV a violation. I've been trying to reach a supervisor for about 2 weeks now because I was told by DMV that they would have to contact DMV to get it corrected. I've left several messages and now my license is due to be suspended in a week because of this issue.

  Business Response

  Date: 03/13/2023

  We recognize that obtaining & managing an
  interlock can be quite a confusing process and it is our goal to make that
  experience as easy as possible. A LifeSafer team member will be reaching out
  and we’ll try our best to resolve your issues. 

• Initial Complaint

  Date:03/08/2023

  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 was granted a successful removal of the breathalyzer on 2/9/23. I had the device removed on 2/28/23. I had no violations. Today, I received the annual report. In the report, a violation of tampering with the device was present. The date of offense was said to be on 11/3/22, 3 months before my successful hearing in which the hearing officer stated that I had zero violations, and 3 months before I received the report. Also, included in the report was another lie. The lie states that I never received permission from the state to have it removed, although ne t to this false statement they included the date that I was approved to have the device removed. I have all the necessary paperwork as well as my now unrestricted license from the state of ********. When I spoke with someone at Lifesafer, they told me that they couldn't give me any information. It's obvious that they're trying to cause trouble for me so that I would have to keep the device.

  Business Response

  Date: 03/09/2023

  We apologize for any confusion, but there was/were violation/s prior to the removal, maybe you just were unaware of them. Each time an interlock client gets the interlock device serviced, a report is transmitted to the ** SOS. If SOS granted you removal in February, it seems that would've been despite that violation.

  Please note that we don't give our opinions or interpret the reports that are sent to your monitoring authority, meaning we can't alter them positively or negatively. The reports are sent exactly as they are recorded from the device. I see that you spoke with our reporting specialist today and our resolutions manager will be reaching out as well to ensure this is resolved to your satisfaction.