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:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have acquired their services for an interlock device. I had a final download on 1/18/2023 in which they are supposed to send the date to ** driver services so I can get my license back and they approve me to get machine out and stop charging me money every 2 weeks. KY cabinet has made several requests for the data so they can approve it with no response. I have made SEVERAL calls and portal chats to resolve this matter.

  Business Response

  Date: 01/25/2023

  Thank you for taking the time to bring this to our attention. You are important to us and we sincerely want to ensure you get the assistance you need when you call our Customer Support Center. Please know that your final download is being processed, please give us time to complete the process. 

• Initial Complaint

  Date:01/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried reaching out about my incorrect billing to the customer service number numerous times. On 23Jan23 I was told that my account was going to accounting for review. On 24Jan23 I have an outstanding balance of $330. This all originated from my device getting ready to lockout on 18Jan23. My last payment was on 2Dec22 and was made at the ******* ** location. They couldn't send a device in the mail because they told me they were short on devices so I had to drive an hour away to have mine reset. Then she calibrated it to 18Jan23 on 2Dec22 because I told her that was my last day from the DOT. Of course now have an incorrect bill, she doesn't remember calibrating this device to that date, even though I had a witness with on the 2Dec22. Now with no one actually wanting to see the issue on service, incorrect billing, and the fact I have all my bank statements and payment history, my device locked out as I stated it would. I am not going to pay a bill I do not owe. Yesterday I was told it would be around $125. Today it's $330. You can't be behind on a payment because the device won't let you when you have it set up for 30 or 60 days. Today I had my lawyer review all payment history, all the bank statements, and the lease agreement. I am going to press forward on the legal end of this situation. I've read other complaints with them stating they are experiencing a higher call volume. Your 1800 number has been saying the same thing, with the same music since 2020. The employee in ****** caused this issue and I do NOT owe $330. I have proof of every months payment in bank statements. I will be reaching out to a manager on 25Jan23 and they can be directed to my lawyer. I need all phone calls and discussions from 23Jan23 released as well as every customer service agent stated different information yesterday. Absolutely ridiculous. I have no vehicle now until this is resolved. I bet if I was a new customer again though; I would have an install appointment scheduled now!

  Business Response

  Date: 01/25/2023

  Thank you for bringing this to
  our attention; we are looking into this matter and the LifeSafer
  Executive Resolutions Manager will contact you to see how we can make this
  experience a better one. Please allow us 24 hours to research this and reach out to you before taking further action. 

  Customer Answer

  Date: 01/25/2023

  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:01/24/2023

  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 have an interlock in my car. Every 45 days I have to come to a shop to have my data downloaded. I pay so that i have 45 days between each appointment, rather than 30 days. This month at 30 days from my last appointment the car locked me out. Not a single employee can tell me why. I worked with a rep to schedule me an appointment to get the device removed as i have had nothing but issues with this company and am over it.
  
  I show up to my appointment and the mechanic states LifeSafer shows I have a $50 balance. I call LifeSafer and the automated phone line states its for a missed appointment on 1/24. I hope on the Life Safer chat to talk to a rep quicker and they state the same thing. I tell them I am currently, physically at my appointment so that isnt right. then they change it to the fee being associated with a lock out fee. I stated again they locked me out of their system on their own at 30 days as I paid for 45 days. Still no one can tell me why. They are refusing the waive to lock out fee that they absolutely can waive, a year ago the car did a similar thing and the fee was waived as it wasn't my fault and this was their error.
  
  ******.B was the rep who refused to help me, listen to me, or try to understand me.
  
  I need a refund AND to be contact by the business

  Business Response

  Date: 01/24/2023

  We understand your frustration, but our call center agents are not trained to read and analyze your reports to be able to tell you why you locked out early. The reason for the early lockout was due to a violation. You incurred a violation on 1/9, which subsequently locked you out on 1/14. 

  Regarding the $50 balance, you were told yesterday by ****** via online chat that the $50 balance was for the override fee you were given to unlock the device for yesterday's appointment. The missed appointment message online was just due to different time zones. The online phone system is Eastern Time, so it was showing that your Mountain Time appointment was in the past, therefore missed. It was never logged missed in your LifeSafer account and you were not charged a missed appointment fee yesterday, only the override code fee and the deinstallation fee. 

   

• Initial Complaint

  Date:01/24/2023

  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.

  My wind shield is cracked completely around the camera

  Business Response

  Date: 01/24/2023

  The device has been installed on this vehicle since 4/12/22, yet I don't see any notes that this has been brought to our attention before now. Has this been brought to the attention of the shop where it was installed?

• Initial Complaint

  Date:01/23/2023

  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.

  After an appointment last Monday at the DMV they let me know I could have been able to get my interlock out in August of '22. On Monday I spent an hour on hold with LifeSafer, and decided to use the callback feature so I wouldn't have to sit on hold. I never received a call back. I have called LifeSafer M-F of last week, for at least an hour everyday, a few days I even spent 2 hours on the phone with no ability to talk to a human. I want to be able to pay my full bill, and to get the information from Lifesafer I need to be able to remove my device, but it is literally impossible without being able to speak to a representative.
  
  Halfway through last week I also started trying to use the chat feature via my phone and my laptop and have not gotten responses that way either. I am at a loss of what to do, and cannot spend all of my time on hold not knowing if I will ever get to talk to someone. Everyday I have the machine in it obviously costs me more money, so everyday without being able to talk to a Lifesafer representative I am having to pay for and use an interlock that I have no legal binding to use.
  
  How do I go about getting this taken care of when I CANNOT get ahold of the company through either of their communication channels??

  Business Response

  Date: 01/24/2023

  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 see ***** was able to speak with someone yesterday and our reporting team is reviewing the client logs for compliance certification. Please allow 48 hours for processing. Once the review is complete, our resolutions manager will contact ***** to advise and schedule a deinstall appointment. 

• Initial Complaint

  Date:01/14/2023

  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 scheduled to have my LifeSafer Ignition Interlock device removed on December 19, 2022. I had my last download on December 16, 2022, and was told LifeSafer would send the compliance report via email, which the Washington State Department of Licensing (DOL) would receive in 4 to 5 days. However, when I spoke to the DOL 5 days later, they still needed to receive the compliance report. I patiently waited for another five days to call again. On December 27, DOL representative ******* informed me the device was to be removed on December 19 and instructed me to have LifeSafer remove it while DOL waited on the compliance report. Days later, to my surprise, I received a notice of suspension of my license due to the removal of the Interlock device. I immediately called DOL and asked if I needed to have the interlock put back on but was told not to reinstall it. They only needed the compliance report. The DOL required me to have the device until December 19, 2022. LifeSafer is refusing to send the compliance report.
  Furthermore, they are nearly impossible to speak to a live representative. After many failed attempts to contact this company, I finally chatted online with a LifeSafer representative who again said they would send the compliance report to DOL and to expect receipt in 4 to 5 days. Yet again, this did not happen. Today, 01/14/2023 is nearly a month beyond DOL's requirement for this device, and DOL still needs to receive the compliance report. I will lose my license in February if they do not receive this report. LifeSafer, please send the compliance report.

  Business Response

  Date: 01/16/2023

  We apologize for any misunderstanding due to receiving incorrect information from DOL. We always advise clients to ensure compliance is on file with DOL before removing the device, in case violations were recorded, which is the case here. Our notes show the LifeSafer technician in Tukwila WA advised ******* when she came for the removal to contact LifeSafer to be certain or get things straightened out, but ******* insisted on removing the device anyhow. Per our reporting team's notes, the client's new EOP 04/07/2023 with no further violations. We will be in contact within 24 hours to further discuss. 

  Customer Answer

  Date: 01/24/2023

  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.
  
  
  I please email the forms I need to sign in order to get documentation of my violations. I looked through my email and I was unable to find an email from this company.

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

  Business Response

  Date: 01/24/2023

  I sent another email to ******************** just now. We have now sent 3 emails to the client. The client needs to check their spam or junk folder, as it's the client's responsibility to operate their email or have someone help them with it. 

  I've attached a screenshot showing all of the email from us to the client. 

• Initial Complaint

  Date:01/13/2023

  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.

  As of 1/13/23, Lifersafer has refused to charge me the correct amount for service. The unit was in my car for 90 days starting on 10/12/22 and they have charged/billed me for 180 days plus another $200 adjustment fee with no explanation for what its for. They have incorrect dates of 7/11/2022-10/3/22 which is prior to me having the unit installed. I have reached out over 10 times in the last week trying to resolve as the auto installation place will not remove device until Lifesafer says the bill is paid. I was told this afternoon that "Alex" has reviewed my bill and that they will not change dollar amount. I was told I am not able to speak with Alex directly to resolve and correct the billing errors by Lifesafer. At this point, I have paid all fees to the auto installation place but am not able to get device removed because of Lifesafer not correcting the billing. My records show I have paid Lifesafe $757.05.

  Business Response

  Date: 01/17/2023

  Thank you for taking the time to bring this to our attention; we are looking into this matter and a ********/LifeSafer Executive Resolutions Manager will contact you to see how we can make this experience a better one.

• Initial Complaint

  Date:01/13/2023

  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 contacted the company to complain about being charged twice in one day. They stated they'd call back and would look into. This was the beginning of December 2022, after no success in getting a callback or any updates on the inquiry I filed a charge back for the second lower charge. they then charged me for that again a. I again called to try and complain and was unable to contact anyone so I went through the virtual chat. The rep initially told me it was because I didnt pay for November but I showed her I was charged twice in October once at the beginning and again at the end. with bank statements as well as company receipts to prove. once she saw this she stated she would forward the request to accounting and to expect a call back in 3-5 days. today being the 5th day and reaching the end of the bus. day I wanted to try and contact someone before the holiday weekend. I called and after an hour of hold time I was forwarded to a voicemail box so I again tried the chat que, Ericka B*****! She said accounting doesnt call and that no one would call me and that accounting did notate that charges were corrected cause I submitted a chargeback since I didnt pay in November. I again explained I was charged twice in October and she stopped the chat by saying this is what they said and it cant be overturned and provided me with the 800 number again.

  Business Response

  Date: 01/16/2023

  We apologize that you were given the expectation that someone would call you back after the first call, that is not our process. The initial charge on the day of installation was $89.17, which was never paid. That was reduced down to $89.14 when you overpaid another invoice by $.03. When you activated autopay, that past due balance on your account from February was collected on 12/2, then your monthly charge for December was collected as well. On 12/28 we applied the declined charged of $89.14 back to your account as a debit, along with another $25.00 charge for disputed charges. We will be in contact within 24 hours to discuss this further. 

• Initial Complaint

  Date:01/11/2023

  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.

  Life safer has absolutely horrible customer service. I have been calling since last Wednesday…today is Wednesday. Every day I have requested a call back after being put on hold for over an hour. I’ve spent at least 12 hours in the last week calling life safer. I have tried using the chat but during the day they have connection issues. I can only get a hold of them through chat around dinner time. My alternator died so I bought a new battery and alternator. Same thing happened a week later. My car is a 2005 and is made to fit a 130amp watt alternator. I had this alternator tested after failing and it was completely fine. This device is destroying my alternators and battery. I am getting a new alternator tomorrow but the alternator designed for my car cannot handle the device. I have already been charged a lockout fee of around $90. Now that I changed my alternator and will need to change again that will be 2 more lockout fees. Life safer is discriminating against the lower class vehicles who can only afford a 2005 vehicle. I may have to buy a 4th AFTERMARKET alternator just to handle this thing. Thanks a lot life safer as you have been absolutely no help at all. I will go out of my way to steer people towards other companies.

  Business Response

  Date: 01/12/2023

  We’re sorry to hear of any hardships with your LifeSafer device. We want to be able to correct the issue for you, so you can get back up and running with confidence and peace of mind. Someone from our leadership team will be reaching out to you to see how we can best assist you with this going forward. Please give us 24 hours to look into this and contact you. 

• Initial Complaint

  Date:01/10/2023

  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.

  Lifesaver are leaches towards people already in despair with legal issues. They take advantage of these people including myself. Their equipment is junk, they do not refund for violation resets due to eating donuts, they do not provide refunds or credit for payments paid forward either. They seem to think they are above the law because they work hand in hand with the law. I was paid forward till February 6 and my case was dismissed January 6. Upon request for refund, I was denied for the 28 days paid ahead. This is sickening.

  Business Response

  Date: 01/10/2023

  We cannot refund resets for fails, as this is not a device issue and requires us of our system to reset your device. Understandably, we must charge for the service you/your device required based on your state's regulations. Keep in mind, we do not set the standards for when the device is required to get service in these "violation" scenarios, these are determined by the state regulations. This is standard practice for interlock companies, as we cannot perform services for free. We do not charge fees when it's determined to be a device issue.

  Only the client has access to their DMV/court records to know when the device can be removed. We will adjust the number of days added to the device and paid for, provided the client advises the service center of this at the time of service. Due to the time it takes to issue refunds, we cannot issue refunds when the client fails to advise us they don't need a full 60 days added to their device as the time of service. In the contract LifeSafer clients sign, this is addressed multiple times. The contract state, "The Client acknowledges that all fees, charges, or other amounts due from the Client under this Agreement shall be fully earned by Service Provider when payable by the Client hereunder and shall not be refundable under any circumstance" and "The Client acknowledges and agrees that there are no refunds for any payments charged to the Client's Card under this Agreement."