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:02/14/2023

  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 got the interlock installed the beginning of January. Since then I was able to use the car for about two weeks before I had so many issues that I've had to resort to another form of transportation. The device would leave me stranded and not accept my breath test and would take up to an hour to start the car. It also killed my battery in 4.5 hours while I was at work.
  I have called Lifesaver countless times and I also had my car in the shop twice last week. The device was replaced but then still would not work. I sat in the car for 10 minutes and the device did not let me test and caused my car to make weird clicking noises. Then the lights on the interlock stayed on for at least an hour after that and probably until it killed the battery.
  Furthermore I was charged a $75 lockout fee that i was told would be waived. I then spent a half hour on the phone to get the fee waved and the charge is still on my account. I would have just gone without a license if I knew it would be this bad because this is more stressful.
  At this point I don't know what to do. I don't have much of a choice in the matter. I was trying to do the right thing but now I will have to drive without a license for two years if I uninstall the interlock.

  Business Response

  Date: 02/15/2023

  We’re sorry to hear you have experienced a difficult time with your LifeSafer device. We want to make sure you are confident and feel safe when you are on the road. Someone from our executive leadership team will be in touch to see how we can help. Please give us 24 hours to look into this and contact you. 

• Initial Complaint

  Date:02/14/2023

  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 device in my car has been defective from day one. I called and left several messages before I finally got through to somebody a week later. The company that actually installed the device said they cannot remove it without a work order from lifesaver. The device was causing several electrical issues in my car and malfunctioning. When the device was finally and supposedly wired incorrectly, lifesaver tried to Bill me even though it was installed improperly to begin with. The device continues to malfunction and is making other electrical things in my car malfunction. I have left over 10 messages for lifesaver since, have also opted for multiple callbacks and never hear from anyone. They are continuing to Bill me and yet the phone is never answered and my calls are never returned. I want this device out of my vehicle immediately!

  Business Response

  Date: 02/14/2023

  We appreciate your feedback and 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. I do show that you've been called back each time you've left a message, although it does take a few days at times. I show your last calls to us were yesterday and Sunday and you are on the list for a callback. 

  Regarding the device/vehicle issues, we are looking into this with our Service Center Management team and we will reach out to you as soon as we can. Please allow 24 hours for this. 

• Initial Complaint

  Date:02/09/2023

  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 went in on Feb 2, 2023. I had already been told by Secretary of State that my device can be removed but wait for the paper work. 2/2/2023 I paid $170.59 for the calibration due to expire 3/29/2023. I received the letter fromSOS and had it removed on 2/8/2023. I called Lifesafer for a reimbursement AFTER paying another $104.94 to have it removed and they stated I am not eligible for reimbursement. So they just get to keep my money? This company is shady and steals money from people who are trying to do the right thing. I ask for a copy of my report and they charge me for it even though I paid their fees monthly to begin with. Isn't that MY report that I have already paid for. Please take them off the list for "acceptable" business's in **. They are thieves.

  Business Response

  Date: 02/09/2023

  We apologize for the inconvenience, but it is the client's responsibility to know their end date and request fewer days be added at their last appointment before removal. It is too burdensome to refund fees after the fact, which is why the client must request fewer days to be charged at their next to last appointment.

  As far as charging for a report, for most states we do provide reports free of charge, this is a fee mandated by the state. 

  The LifeSafer Executive Resolutions Manager will contact you to see how we can best assist you during this time.

   

  
  

  Customer Answer

  Date: 02/09/2023

  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.
  

  That company has a payables and receivables department. I am sure they have the capability to refund unused time as the Secretary of State does not give dates. They are asking customers to agree to something that cannot be done. They take advantage of a situation. Maybe they should implement something to return hard earned money that was paid and not used. I would never recommend them and will go out of my way to make sure people are aware of this shady company.

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

• Initial Complaint

  Date:02/06/2023

  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.

  I've been on hold for hours today with the lifesafer number, and can't speak to an actual person. When I went to start my vehicle today it said I would be locked out on February 9th for violations... the last time I drove my car was 2 days ago on February 4th...I took my driving road test and passed...I had zero failed tests so I don't know why I would have any violations...I need answers now, this is absolutely ridiculous and your customer service is awful...I was told over the chat on your website that it could be because of the cold weather... why would I have violations because of the weather? That's absurd... again, I have had ZERO failed tests and before taking my road test I had not driven my car in quite some time. Lifesafer only answers the phone when you want to install a new device, but if you have issues with an already installed device good luck ever getting a hold of anyone to resolve the problem. I tried the call back feature and never received any calls back. I'm going to have this removed from my vehicle asap and have another company install their device as lifesafer is a scam and they just take advantage of people.

  Business Response

  Date: 02/07/2023

  We 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.

  I show that you were able to speak to someone yesterday, 2/6 and today, 2/7. Our LifeSafer Executive Resolutions manager will be reaching out to you tomorrow after your device has been downloaded so we can see the cause of the recall to discuss it with you. 

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  My lifesafer device informed me that I had "violations" along with a lock out date. So I took my car in and $55 dollars later the lockout date is removed but i have absolutely no idea why I had to pay the money. I really think the blatant conflict of interest present in this business needs a look. They can program the device to generate a certain amount of "violations" that have absolutely no impaired driving enforcement purpose and make good money from helpless participants. Also my page on their website lists no issues. I guess they need to make payroll.

  Business Response

  Date: 02/06/2023

  We appreciate your feedback and understand your concerns. At LifeSafer, our employees continuously test our units to understand our consumer's experience. Device settings are determined by state regulations, not the interlock industry, but we do our best to train our clients how to use the device. We are always striving to become better for our customers, and your feedback helps us to best understand how. Someone from the LifeSafer leadership team will be reaching out to you within 24 hours to see how we can best assist you with this going forward. 

  Customer Answer

  Date: 02/06/2023

  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 rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********
  

  Customer Answer

  Date: 02/06/2023

  I do not believe I did anything to warrant a violation being registered.

  They did not disclose the nature of the violation I was being charged for.

   

  These are the violations my state  **  defines for interlocks.  Which one did I violate?

   

  Failure to take any random breath alcohol test unless a review of the digital image confirms that a driver did not occupy the motor vehicle or motorcycle at the time of the missed test
  Failure to pass any random retest with a breath alcohol level of 0.02 or lower, unless a subsequent test performed within 10 minutes registers a breath alcohol concentration lower than 0.02, and the digital image confirms the same person provided both samples.
  Failure of the person, or his or her designee, to appear at the ignition interlock device provider when required for maintenance, repair, calibration, monitoring, inspection, or replacement of the device
  Failure to pay statutorily required fees (*** ********)
  Tampering with an installed ignition interlock device with the intent of rendering it defective
  Altering, concealing, hiding, or attempting to alter, conceal, or hide the person's identity from the ignition interlock device's camera while providing a breath sample

   

  Business Response

  Date: 02/07/2023

  We have attempted to reach *** ******** via phone and email today to discuss this further. Unfortunately, there is not much we can do in this situation as we are not allowed to release records to anyone (other than the monitoring authority requiring the interlock) for clients required by ******** per the state's regulations. In ********, clients must subpoena the state to request records.

  Please know that we don't have the ability to "schedule violations" at our will, the device only records violations per the state regulations. Please know that while the violation could be cleared after the fact, if there is a violation recorded, the device will require service and the client is responsible for paying for that service unless it was a device malfunction. In this case, the device did not malfunction. 

  Customer Answer

  Date: 02/07/2023

  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:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was due for service on my interlock on 01/17/2023. I was charged $97.52 for the service which was for 1 month until February 19, 2023. My interlock was due for removal on 01/19/2023 and it was removed. Interlock owes me a refund for 29 days I was charged inaccurately at the ignition interlock dealer who services lifesafer customers. They informed me that i had to reach out to interlock. I called interlock every day for 1 week. I was on hold for more than 2 hours each time until I was either hung up on or told no one in that department could help me or transferred to a department where no one picked up and no one ever answered. I left voice messages on the accounting dept answering service which said someone will reach out in 24 hours . Still no response. I need my money please help me to get my funds iam old from these people

  Business Response

  Date: 02/02/2023

  The client is responsible for letting us know at their last service before removal that they need fewer days added to their device because we do not offer refunds for unused day. We will make contact with the service center tomorrow due to being closed for the day, then we will contact the client. Please allow 24 hours to accomplish this. 

• Initial Complaint

  Date:02/01/2023

  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.

  HORRIBLE COMPANY.
  LIFESAFER IS QUICK TO ANSWER THEIR PHONE REGARDING INSTALLS AND TO SIGN YOU UP QUICK SO THEY CAN GET THEIR PROCESS STARTED, BUT WHAT ABOUT WHEN ITS TIME FOR SERVICE? I HAVE BEEN TRYING TO REACH THEM FOR THE PAST WEEK REGARDING MY RE-LOCATION FROM ** TO **, I SIMPLY WANT TO CHANGE MY LOCATION WHERE I GET CALIBRATED MONTHLY AND I CANNOT DO THAT WITHOUT CONFIRMING WITH LIFESAFER FIRST. IVE DONE MY DUE DILIGENCE AND HAVE CALLED THE COMPANY MYSELF AND CONFIRMED THAT IT IS POSSIBLE BUT LIFESAFER IS MAKING SOMETHING THIS MINOR ALMOST IMPOSSIBLE. I WILL BE AT RISK OF VIOLATION AND LIFESAFER WILL SAY IM RESPONSIBLE DUE TO NO ONE PICKING UP THEIR CUSTOMER SERVICE LINE. WHY IS IT THAT YOUR COMPANY IS SO QUICK TO ANSWER THE PHONE LINES REGARDING INSTALL BUT IM HOLDING FOR HOURS FOR SOMETHING THIS SIMPLE. IT IS UNHEARD OF. I KNOW US INDIVIDUALS MADE MISTAKES HAVING TO HAVE THESE DEVICES INSTALLED IN OUR CARS BUT POOR CUSTOMER SERVICE MAKES IT ALMOST JUST AS IMPOSSIBLE TO GET THIS PROCESS OVER WITH AND GET IT OUT. I AM LIVID.

  Business Response

  Date: 02/02/2023

  We appreciate your feedback and 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. However, I do show we've spoken to this client on 1/6, 1/31, and 2/1 regarding his move to another state. He was advised yesterday to call during the California shop's open hours to set up an appointment for his next service, which is not due until the beginning of March. 

  Someone from the LifeSafer Executive Resolutions Team will be reaching out to you once the California shop is open to see how we can best assist you during this time.

  Business Response

  Date: 02/02/2023

  We appreciate your feedback and 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. However, I do show we've spoken to this client on 1/6, 1/31, and 2/1 regarding his move to another state. He was advised yesterday to call during the ********** shop's open hours to set up an appointment for his next service, which is not due until the beginning of March. 

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

  Customer Answer

  Date: 02/02/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Interlock service provided. Tried to contact them in regards to device issue. Requested call back, they called back a week later. Went to have device serviced shop went out of business no communication from Lifesafer on this.
  Tried calling again they place you on hold for over an hour no answer. For a business to be monitoring a court order this extremly unacceptable business practices.

  Business Response

  Date: 02/01/2023

  We apologize for the inconvenience you experienced at your installation appointment. Someone from the LifeSafer management team is looking into this and will be in contact with you to see how we can best assist you.

• Initial Complaint

  Date:01/30/2023

  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.

  I was charged 2x for an appointment no show totaling $102.the new place I go to for recalibration said that I should contact you to get my $ reimbursed.he does not charge a no show fee.i was late to 1 appointment,but he told me to stop by anyhow before they closed.

  Business Response

  Date: 01/31/2023

  Our records show only 1 missed appointment fee was charged and that was on 1/13 from missing the 1/7 appointment that was scheduled on 1/6. As stated in our contracts and website, we require 24 hours notice to reschedule or cancel appointments. As a one-time courtesy we will refund the $55 fee as a credit to your LifeSafer account from the 1/13 invoice. 

  I have attached the 1/13 invoice showing the missed appointment charge and the invoice created today giving a credit for the 1/13 missed appointment charge. Please note that there is a $237.41 balance remaining from the services performed on 1/13 and 1/14. We do not allow balances, this should have been paid at the shop the day the services were completed. This balance is due immediately. 

  We will call you today to discuss this further. 

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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.

  This company is the worst. They prey on people. I have been calling for weeks and no one answers the phone. I leave voicemails and write emails and no one responds. I need to talk to someone. I’m eligible for early termination but I need a letter from them to send to the dmv. That’s it. But they won’t answer the phone. Don’t know what to do.

  Business Response

  Date: 01/27/2023

  Our phone system shows Ms. **** called and email yesterday evening, we responded by email first thing this morning. We were unable to call back last night due to it being considered "after hours" per our policy for call backs. This complaint is currently being resolved via our online portal and reporting departments. Please allow a few days to process the paperwork with the state. 

  Customer Answer

  Date: 01/27/2023

  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,
  
  
  
  **** ****