Interlock Devices
LifeSaferThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for LifeSafer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 380 total complaints in the last 3 years.
- 161 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/08/2023
Type:Customer Service IssuesStatus: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 been trying to reach LifeSafer customer service for 48 hrs. And NO One answers the phone. I have left 4 voice messages, 2 texts and one email with no return call. The recording starts out saying your wait time is less than 2 minutes. Each time I am on hold over 1.5 hrs. And then get disconnected. This is an urgent issue I am trying to get resolved but there is no help at all. The “Live Chat” is disabled. Can you please assist? I have spent more than 6 hrs. In the past two days with no response. Thank you.Business Response
Date: 01/09/2023
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. We will have a LifeSafer Customer Support Expert contact you to see how we can best assist you during this time. Unfortunately, our online chat is only available Mon - Fri 8:00 AM to 6:00 PM Eastern Time. I do show that you were contacted today and taken care of.Initial Complaint
Date:01/07/2023
Type:Service or Repair IssuesStatus: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 a life safer Interlock in my vehicle for 2 years. My requirements are up this month. I am not allowed to lose power to my vehicle for more than 1 minute or it is a violation and it will lock me out of my vehicle. I have called 15 times a day for 6 days I have left messages I have emailed them I have got nothing in return, not one call. I have 3 days to get my system reset. I have a video of me changing out the battery terminals and you can see one is broken I tried to rectify this through them to let them know this was going to happen no one would answer the phone I could not wait any longer. I finally moved forward and repaired my vehicle. This kind of substandard practice could cost me my license. Cost me my business. Cost me my livelihood.Business Response
Date: 01/09/2023
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 show that we spoke to you on 12/30, then there were no other calls from your number until 1/3. We attempted to call you back on 1/3, the phone rang twice, then the line went silent. We tried to reach you again on 1/5 and 1/9, but on both occasions you didn't answer and your voicemail box was full.
I do show that we were able to speak with you today and scheduled an appointment for today. We also placed a $35 credit on your account for the inconvenience when trying to reach us this past week.
Initial Complaint
Date:01/06/2023
Type:Customer Service IssuesStatus: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.
No one answers the phone!!! For the last 48 hours I as well as an auto body shop has been trying to get a lockout code so they can perform very important repairs to my vehicle. We have collectively spent 6+ hours trying to get someone to answer the phone and it’s like no one works in their customer service center. I waited on hold 3x yesterday for an hour each, at which time it forces you to leave a message, I did, and 24+ hours later, no call was returned. Today I spent an additional 2 hours to no avail. My mechanic has been calling the handset service line repeatedly yesterday and today and have been unable to get anyone on the line. They also wait hours at a time. This is ridiculous!!
I need to have my vehicle for work and they are actively holding that up, by not performing the services I pay monthly for.Business Response
Date: 01/09/2023
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 show that you were provided with the Mechanic Affidavit information on Friday, please know that it is a 24-48 hour process from the time we receive the affidavit from your repair shop.Customer Answer
Date: 01/09/2023
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:01/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had the device installed on 12/15. On 12/24 I went to start my car and had service and lock out errors. I called customer service and they said I needed to pay for another device (even though I had just gotten it installed the week before). I paid again and it is now 1/6 and I still don't have my replacement. I have called and online chatted several times and did end up with a UPS tracking number today. I tracked using that number and the label has been created but hasn't shipped. It has now been almost two weeks of having my car parked and unable to drive. The customer service person today said they were not shipping until 12/27, which is fine but shipping from Grimes, IA to somewhere not even an hour away by car shouldn't take even a week. I am beyond frustrated.Business Response
Date: 01/09/2023
We apologize for the delay, but it was on the UPS side of things and out of our control. Per UPS tracking, the device was "Shipped / Billed On 12/28/2022" and was simply waiting on UPS to deliver. We do show the device was delivered today at 9:05 A.M. at Front Door.Initial Complaint
Date:01/04/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was locked out of my truck due to a dead battery. Never had a issue with the battery before I had this device installed. Now I have to pay 100 today 1/4/22, for a reset and I didn't have any control over the issue. This company and the judicial system are taking advantage of the people who are trying to make a better life and good choices and instead of making progress we are being beat down by this company taking advantage by knowing we cannot go anywhere else or ask for a refund because we are ordered by the court's to have it. My daughter had a baby and I could not go to her and being controlled like I am a fugitive. This is a order from 2008. In order to speak with a human you have to wait for an hour or more. They have you and you can't do anything about it. I was quoted one price and every time I go to the app it gives me a different quote and payment schedule. I'm walking around dumbfounded because of the way I am being treated. Lucky that I am not on probation and getting violated. People are getting their lives interrupted because of this whole situation with false positive results. I've never had to pay for unsatisfactory service before. If anyone else is being treated like this please file your complaint.Business Response
Date: 01/09/2023
Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off. For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, or a battery used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly. If your alternator is not fully charging the battery when the vehicle is in use, battery problems can result. Check your vehicle user manual to determine how much amperage is being used on a baseline for your vehicle. Your authorized service provider will be able to test your battery and ensure it is capable of handling the total load. For more advice about interlocks and batteries, please read: ****************************************************************************
I do show that we applied a $75 credit to your LifeSafer account on 1/6, so your desired settlement has been met.Customer Answer
Date: 01/10/2023
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,
****** *******The $75 that they took out of my account they put on my lifesaver account not back in my bank account. I also have a printout on the website belonging to them which shows that they took out money three times in one day. When they were only given permission to take out $47 for the two week payment. They took out 62,62,57. I understand when you sign up for auto pay. But I also understand the law that states that you are not to do anything without the permission of the customer and I did not get permission to take out money three times. This company has been doing this to others for a long time. They're not even raided with the BBB.
Business Response
Date: 01/10/2023
Your desired settlement on this BBB complaint stated, "I only want reimbursement 75.00 for the reset" so I thought the credit on your account was satisfactory. Now that I know you want an actual refund, I have refunded $79.50 back to the card ending 8990 and removed the $75 credit from the LifeSafer account. You should be receiving an email from the credit card system for that. Please know that this had to be accomplished through 2 transactions because we can only refund amounts made to us and none of your payments were $79.50 each.
Regarding your claim that we took out $62, $62, and $57 in one day, our credit card system shows that only a $62.50 (for the reset) taken on 1/4 and a $57.69 payment (for the 14-day autopay) was taken on 1/5. We will be contacting you so that you can provide proof of another payment and we'll address that. I believe you may have received a duplicate email only for the $62 you're claiming.
Customer Answer
Date: 01/11/2023
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: 01/12/2023
I have since been in contact with them and I feel that the issue has been resolved. Thank you for your time.Initial Complaint
Date:12/20/2022
Type:Billing IssuesStatus: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 08/31/22 I had Mobile Music install a IID in my vehicle after making a deal with life saver. They promised me they would price match intoxilock and give me a $30 credit and wave the fee of reporting my device installation to the DOL. Along with lowering their month charge to $84. A month out the door for unit fee and all other fees combined. Mobile Music told me Life Saver lies after installing the device. Derek D the installer also said life saver was going bankrupt so they will rip you off and not follow the contract I signed. Which was not the $84 a month I was promised it was for $420. Which they also did not stick to. They charged me $128.53 for Sept. $99.98 for October $123.06 plus a fee of $116.02 for a bunch of double charges I already paid for so ce I pay in full on time every month. I yelled at life saver and they dropped the charge to $78. And made me pay it. Plus the shop fees. I paid $108. For December. Then on 12/18/22 My husband blew in the unit to start the car and it said Pass 2 minutes later it said blow so he did and it said fail and counted down for 2 minutes said blow so he did and it says Pass. Now it goes in lock out 0n the 23rd so I have to pay to have it rest for $25. Along with a $75 dollar fee to life saver for the faulty device not working right. There is never any alcohol or hand sanitizer and we don't wear perfume or calone so the device shouldn't give you a pass fail pass all in a 4 minute period!!! Totally doesn't work!!! My husband only drank water and at 9:40am the unit faultyness is costing me another $100. My husband and I are both afraid to drive the car now and we are fined and repeating a month if you don't. They promised one thing just to get you to install it then brake the contract and then brake it again and then Mobile Music took away my $30 credit from life saver said I didn't deserve one. Both places lie and double charge life saver still refuse to let me speak to Billing department to try and fix charges.Business Response
Date: 12/20/2022
Our records show that LifeSafer monthly fees (monitoring and reporting fees) are set at $82 plus tax per 30 days. The difference in pricing seen by the client is the optional Loss Protection Plan that they opted in to when completing their installation paperwork during installation, plus the Washington DOL fee of $21 per month. Intoxalock's fees did not include that WA DOL fee either, so we matched the pricing evenly. The client also received the $30 waived administrative fee, as promised, the shop has no way of removing that credit. The reason the 11/1 invoice attached to this complaint was showing 90 days of charges is because the autopay that was set up during enrollment was unable to run the night of installation due to being declined. So, at the next monitoring appointment on 11/1, the previous 60 days, plus the upcoming 30 days added to the device were all invoiced.
Regarding the fail reading in December, all interlock devices will read a fail from any source of ethanol alcohol, whether it be beer, liquor, or wine or from another source such as windshield washer fluid, hand sanitizer, energy drinks, fresh yeast products, fruit/fruit drinks, air freshener, etc. 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 client's particular state's setting determine whether or not the device will need to be brought in for service early, this is not LifeSafer's rule, but we do have to charge for any service performed. We advise in our training manuals and training videos when our clients install the device - to be mindful of testing right after eating, drinking, using mouthwash, etc., as doing this can potentially register a fail and will require the device to be reset.
Someone from the LifeSafer leadership team will be reaching out to the client to see how we can best assist you with this going forward.
Initial Complaint
Date:12/17/2022
Type:Service or Repair IssuesStatus: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.
Iv had a interlock installed by lifesafer and lifersafer never reported any paperwork to the dmv and I never received credit towards my suspension. The dmv said the paperwork done on lifesafers end was not legable . I was never informed of this . Under the impression that I am receiving credit and paying the monthly fees of 150 ball park for 7 months . None of the reps have been helpful which led me to file a complaint with the bbb attorney generals office . And involving a attorney for guidanceBusiness Response
Date: 12/19/2022
When we contacted ******* today, they advised us that the paperwork they received from us is acceptable and valid, but they are missing another requirement from you, unrelated to the interlock. To protect your privacy, we are not stating here what that is, but ******* will be able to advise you of that when they contact your. I show LifeSafer's Pennsylvania Manager contacted you via text today with this information as well due to your voicemail box being full.
We believe we have met our requirements for this and this complaint should be closed as resolved.
Initial Complaint
Date:12/13/2022
Type:Service or Repair IssuesStatus: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 little assistance. Non exist ant customer service. I am basically held without a car because of their error.
When brought up, placed on hold with zero resolution.Business Response
Date: 12/19/2022
We're sorry you had issues with your device and getting assistance. I show that you were able to get your vehicle started and your device was exchanged on 12/16.Initial Complaint
Date:12/13/2022
Type:Product IssuesStatus: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.
First off a few days after install the machine quit working. I had to miss a day at work. Losing out on almost 200 dollars. Would like to see that money back. I had to get it back to the shop to get something replaced. Lifesafer just took 105 dollars out of my account today. Don't know why. I got my machine installed on the 28th of November and paid then for this month. Ive tried calling numerous times to get no answer. The recording says that they are having a higher then usual call volume. I waited on hold for over an hour. I called back waited for sometime then pressed 8 to get them to call me back with no response yet again. Customer service from lifesafer feels non existent. There's got to be someway to get some resolution in some sort of timely manner.Business Response
Date: 12/19/2022
I show that we gave you a $64.99 credit on 12/14, I believe this was to compensate for the extra trip to the shop after installation.
As far as the payment, you are on 14-day autopay increments, so the first payment on 11/28 paid you out to 12/12. On 12/12, the next 14-day autopay withdrew, plus 2 ********** state fees of $21.00 each for the months of November and December. To further clarify, the November state fee hadn't yet been charged and this is the first payment in December. We did refund one excess charge of $3.00 found today back to your LifeSafer account as well. You currently have a $68.24 credit on your account. I will be contacting you within 24 hours to further discuss and address any additional concerns.
Initial Complaint
Date:11/26/2022
Type:Product IssuesStatus: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 interlock installed on my vehicle for 7 months now with constant issues. The installation dislodged the adjacent power steering line causing it to rupture from resting on the exhaust manifold under the hood. This repair cost me nearly $500 out of my pocket to replace. When I first called I was told that it would be looked into. They denied that they went under the hood for the installation when clearly they did. The technician cut the starter wire on the wiring harness on my ******** engine to interupt the starter signal. I still do not have resolution for that. The other issue ongoing is the device does not recognize that my car is running after I've started it. It requires me to blow into the handset every 3 minutes while driving. I was told that there wasn't enough voltage on the signal wire when the electric cooling fans are running and there was nothing they could do about it. If I'm lucky I can get it to recognize the car is running if I turn everything off inside the car, but that doesn't always work. Distracted Driving at its finest! I've had the unit replaced, rebooted, and reset many times! I drive hundreds of miles every week and I've reached my breaking point! Today was the last straw when it somehow recorded a violation for some unknown reason, and I have to take it in to get reset. I've also been stranded several times while out of town and on hold for long periods of time waiting for customer service. I'm trying to be patient with the situation but I am not at all happy with the device or the company.Business Response
Date: 11/28/2022
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 resolve your issues. 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.
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