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:11/06/2022

  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 has multiple times cancled appointments on the day they had made without notice causing a lock out of my device and costing me hundreds of dollars to fix the issue. I am being forced by law to use them and I am very unhappy with the results.

  Business Response

  Date: 11/07/2022

  We apologize for any misunderstandings with your appointments. We do our best to give advanced notice when a shop must close, but every once in a while, an emergency happens that doesn't allow that. I do see that you spoke to a manager yesterday and the most recent appointment was a misunderstanding on your part regarding location.

  The LifeSafer Executive Resolutions Manager is looking into your situation and will be in contact you to see how we can make this experience a better one.

• Initial Complaint

  Date:10/25/2022

  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.

  Lifesafer is required by law to report to the DMV about my service report every 30 days.
  
  I recieved a notice from DMV on 10/23/22 that they failed to fill my report and that I had 10 days to get the device serviced.
  
  I reached out to Lifesafer about the issue and they told me I needed to contact reporting. They see I just had a service on fill and they weren't sure why reporting hadn't reported. When you call reporting you get a voice mailbox and to leave a message. I left a message that I needed this issue resolved as I only have until the 27th to get the issue fixed.
  
  I called DMV and the confirmed no report was sent to them. Failure to have Lifesafer send the report will result in my license being suspended and me being kicked out of the interlock program.
  
  I then started a chat asking to talk with a manager because I fear just leaving a voice-mail on a mailbox won't get answered in time. The chat person informed me there was no way for me to contact anyone at lifesafer and that I would need to wait.
  
  The reporting agent called me back and informed me they had just looked at my account and see there was an error while sending the report. Apparently they didn't have a registration or Vin number on file. I had to file this information to get the device installed in my car. While they didn't know my Vin info they somehow know my truck infi and that it's red. I was told they would send the report with in 24 hours and I would recieve a confirmation receipt the report was sent. I provided the registration info again to process.
  
  Over 24 hours later and I still have not recieved the receipt confirmation. I called and the service technician, Lauren, had to reach out to the reporting team and she informed me they are still having the issue and can't get it sent to dmv and that they would reach out when they are available to do so. She said she could send me to the reporting agent. I said yes and was sent to a voice mailbox.
  
  I just want to talk with someone handling.

  Business Response

  Date: 10/26/2022

  We apologize for the data transmission issue. As of 10/25, the report from 10/17/2022 has been sent to ******** MVA. ** ****** should call the MVA or his case manager to ensure the reports were processed on their end. 

  Customer Answer

  Date: 10/26/2022

  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. 
  

   

  Life safer reached out moments after I made this complaint. The main issue is the lack of communication. This complaint could have been avoided with better contact.

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

• Initial Complaint

  Date:10/17/2022

  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.

  Installed 1 week ago. Took all day. Went to pick it up. Not working. Had to replace 1st device. Another 3 hours. Installer was really bad. No communication. Went to start it tonight and locked out w violation even though i have not driven it. Called. Took 20 min to get someone. And they said i have to call back tomorrow and pay for override code or tow to have the unit fixed. Said dmv reporting was my problem and could not even tell me how long the lockout was. Could not provide me a contact for DMV/State reporting. On top of it lady was rude and unhelpful. ********. Kept interrupting and gave no guidance except to read the manual.
  Also had to pay more for install then what was quoted originally and when they say “they are everywhere” only 1 installer within 30min in Miami. And of course esl.
  
  I will be writing the BBB, my local and state reps.
  
  This is a govt regulated provider. And their equipment does not work. Will be seeing who at state level oversees and greenlights the contract.
  
  I advise anyone having issues to write their local and state rep and lobby the vendor to be removed as an approved state contractor. I just dont feel like they take this situation seriously & are willing to jeopardize my good standing to make a buck.
  
  Willing to seek legal recourse as I take this court order stipulation VERY seriously. Does not appear the state regulated entity does.
  
  Acceptable Solution:
  The device needs to work.
  Violation(s) need removal
  Confirmation of report to DMV provided w correction
  Charges for override covered
  Overcharges for install covered
  Customer service available for lockouts & helpful

  Business Response

  Date: 10/24/2022

  We apologize for the inconvenience when you initially went to your installation appointment, and for any unpleasantries experienced with our LifeSafer Customer Support Center. Please know that we are looking into this and will provide the necessary coaching internally. 

  Thank you for speaking with ******** last week to resolved your concerns. Please reach out to her if there are any remaining concerns. 

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a lifesafer ignition interlock device installed in my car for a little under one month. The company branch in ************ is unreachable by phone at times even if you call during their business hours. The mechanics they employee are rude. I have had to pay $40 in mechanic fees already due to a malfunctioning camera installed in my car that kept recording violations. The camera has been replaced but the mechanic they use refused to clear the device of violations because he wasn't told to do that by the Lifesafer ************ office. I tried to reach them by phone during business hours but it goes straight to voicemail and doesn't even ring.

  Business Response

  Date: 10/14/2022

  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.

  Customer Answer

  Date: 10/14/2022

  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:10/05/2022

  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.

  on 3/17/2022 lifesafer installed a ignition lock in my car which was court ordered in henderson nevada municipal court for the duration of 185 days, on 10/4/ 2022 i contacted lifesafer , my client id # is *********** in regards to tell them that on october 31, 2022 my sentence of 185 days is done wiith and that i would like to schedule a DISCONNECT DEVICE FROM CAR appointment, in turn which they said that i need to furnish them with court documents which proves my 185 days is done and that i can remove device , i sent the proof to 2 emails at lifersafer 1 **************************** and 2 **********************************  which clearly states by the henderson municipal court that im allowed to disconnect device, from there i got nothing but the rude run around , i dont know if this is a tactic they use on all customers to keep charging them monthly fees and delaying the disconeect process or what but what there doing is WRONG , it was easy getting the device installed but now there giving me the run around to get it removed ???? i, asking BBB to help me resolve this issue with lifesafer so on or around november 1 2022 i can have the device removed !! the dmv of nevada is reinstating and giving me my full drivers license back on october 31 , 2022 which is also proof that my 185 days is over but lifesafer was still giving me a hard time.

  Business Response

  Date: 10/07/2022

  We apologize for any misunderstanding. Based on information given to us during his enrollment, Mr. ************ account was set up as a Clark County DUI Court requirement, which requires strict adherence to certain processes, such as documentation before we're allowed to remove the device. We determined on Wednesday that he is not part of that specialty court program and only needs DMV approval for removal of the device. Mr. ********** has been contacted about this and his removal appointment has been scheduled.

   

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18171167, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Thomas Cammilleri
  

• Initial Complaint

  Date:10/03/2022

  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.

  My husband had an appointment with this company for an interlock device, prior to his appointment time the device locked stating that he had missed his appointment. his appointment was on 9/30/2022 at 10:30 a.m. the device was locked at 0800 9/30/2022 when we attempted to leave for this appointment. We live two hours from where the appointment was to occur. The business does not open until 0900, which would not have given us adequate time to make it to the appointment to deal with whatever problem the machine had. We arrived at the appointment at 10:10 a.m. (still before the appointment time) in different vehicle with the device, we were told to call LifeSafer company- which my husband had. multiple times before we left and could not reach a live person only automated caller stating we had missed our appointment (which we had not yet). After failing another phone calls to reach staff, he emailed, I will attach the screen shots of those emails. He was informed that we would have to eat a cost of towing our vehicle to a business 2 hours away for an error which the company could not account for or explain. This is not acceptable. My husband is in recovery from drugs and alcohol and is trying to do what is right. This obstacle is more than just about money, this company works as a tool for people in addiction trying to get out. This situation is a major barrier for that, and I don't want it to happen to anyone else. We ask that the tow company fine be paid, and to find out what exactly happened in detail to us.

  Business Response

  Date: 10/04/2022

  Mrs. ******* is not authorized on Mr. ********* account, so we are unable to discuss any details regarding his particular situation. What can be stated is that when a device is in early recall, it will warn a client for 5 days before locking out for a violation. LifeSafer is not notified if a device is in early recall, as all device information is stored on the device until it is brought in for service. Therefore, we are unable to notify a client when this will happen and cannot provide any details about that recall until the device is serviced. 

  We will reach out to Mr. J****** to discuss his concerns and do our best to resolve his concerns. 

   

• Initial Complaint

  Date:09/27/2022

  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 to have an interlock device installed on my car. It is now 2 mos passed when I can get it taken off and nobody will answer the phone at Life safer. I’ve called multiple times. I’ve emailed nobody will return calls. I see that they have horrible reviews and many have left the same reviews. Meanwhile they keep charging me. This is criminal. Theft. I need this done yesterday. I am supposed to be moving soon.
  I talked to the garage that put it on they can’t remove it without Lifesafers authorization. Meanwhile the charges pile on. Please help me.

  Business Response

  Date: 09/28/2022

  We appreciate the feedback and apologize for your experience with lengthy hold times when reaching out to our Customer Service Center. I do show we called you back on 9/16 and yesterday, but reached your voicemail.

  The  LifeSafer Reputation Manger is looking into your situation and will contact you shortly. 

• Initial Complaint

  Date:09/23/2022

  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 had this device installed on my car for some time. I always get the run around when trying to get it taken off. I was instructed by someone from the reporting to department to call after my final download to get approval to have it taken off. They even went ahead and scheduled the uninstall. My uninstall is on Monday, 09/26/2022 at 10:00 am. It is now 09/23/2022 and is 3:00 pm. I cannot get a straight answer on anything. I am being told a supervisor will call me, but have received no call. I have to pay additional monies every additional day that I have this device on my vehicle. This seems like a racket where you can never get this taken off of your car, especially after reading the other complaints. I am being given the runaround with some kind of "certificate" process and told to call the Department of Revenue. I have already spoken with them. This is completely made up. I will be filing a complaint with the Attorney General of ******** as well.

  Business Response

  Date: 09/26/2022

  Please know that we follow all state regulations. The certification process is not "made up" and is documented on their website. Per the ******** Department of Revenue (** ***) website: "The manufacturer of the device is required to electronically notify the Department if you maintained your device for the required length of time without violations. Once the Department has received certification from the manufacturer, you may remove your IID without penalty." You may find this at https://dor.mo.gov/faq/driver-license/ignition-interlock-device.html

  Please know that you were eligible for certification on 9/22 and got your "final download" on 9/22. The final download allows us to review your reports for the last 90 days to ensure you have no violations, as defined by ** ***. This can take up to 7 days to process between LifeSafer and ** ***. I do show that your certification passed and has been sent to ** ***. You need to check that ** *** has processed this on their side before removing the device. 

• Initial Complaint

  Date:09/22/2022

  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.

  DMV required me to get an ID installed so I went to the state police website and took down all the people they are suggesting. I called everybody and got quotes they were very detailed about the information they gave me which I was very happy about however I got a callback from one company Lifesaver which said they had a much better quote for me so I called them back. They’re “their new quote was absolutely amazing and I couldn’t understand how it was so different from the first Quote. Well when I went to the mechanic to get the device installed it was not the price they quoted me the second time they gave me the original price and said there was absolutely no way around it. I’m a retired disabled veteran on a limited income and I do not appreciate somebody trying to commit fraud. Now they have me on the hook because the device was installed in order to get the device uninstalled it cost $150 and then a termination fee early termination fee of like $250. And the uninstall and the term early termination fee I’m sure were explained to me but this this extended price that I was charged at the mechanics office was not

  Business Response

  Date: 09/23/2022

  We apologize for any misunderstanding with the billing and/or overcharges. I do see that a member of our field management team reached out to *** ***** and the issue has been resolved. 

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of LifeSafer ignition interlock. The device had a failure that was unexplained and I have not been able to get in touch with the reporting team to explain why. I failed the breath test 5 minutes after starting my car, and then passed every breath test following the brief fail period. I had not consumed any alcohol and had not consumed any food or beverage that would have caused a device failure. This happened less than a week after my 45 day check in. Failing a test means that to avoid getting locked our of my car and needing a tow, I have 5 days to get the vehicle serviced. The Lifesafer employee I spoke with assured me that I would be able to have my vehicle serviced if I could travel 2 hours. I got to the destination and the mechanic informed he he did not have the equipment necessary. So I called LifeSafer back and they told me that I would have to drive another 2 hours, in the opposite direction from home. So this turned into an all-day event that caused me to miss work and spend a ton on gas. After my complaint to the company they initially gave me only a $25 credit.
  
  The normal call team is not able to help me with this matter, so they send me to the reporting team. The reporting team is illusive and so are managers to resolve my dispute. The business claims to take calls 24/7 and was entirely unavailable all weekend Saturday 9/10/22 and Sunday 9/11/22. During this weekend they also changed some of the call settings. For example, normally you can press 8 to request a call back. This service was disabled all weekend, probably due to the fact that there was no staffing available. I tried to speak with someone on the website chat to contact someone, and they refused to call me.
  
  The company business model is to profit from the mistakes of others. An employee said I was "convicted" in **, which is offensive and untrue. 0 Stars from me. I will be reporting to the DMV as well.
  
  You will not be treated with respect with Lifesafer. Make it right.

  Business Response

  Date: 09/13/2022

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

  Customer Answer

  Date: 09/16/2022

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

   

  This complaint has not been resolved and I need LifeSafer to make this right. Please contact me. Thanks.

  Business Response

  Date: 09/16/2022

  We spoke with *** ***** via phone and emailed him on 9/13. I emailed him again this morning, but haven't heard back. The line of communication is open and we're simply waiting to hear back from him.  

  Customer Answer

  Date: 09/20/2022

  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: 09/22/2022

  The company refused to acknowledge or take any responsibility for their incompetence with their outdated device and their employees. They have not been available 24/7 as advertised. They actually changed their call menu so i could not request a call back. On multiple occasions I have spent more than an hour on hold waiting for a representative. This could be confirmed by my auto dealer. They have given me minimal credit or transparency from within the business regarding issues I was dealing with. Employees admitted to an unsatisfactory level of performance within their company. One employee told me that I had a 10% chance of reaching the reporting team during normal weekday hours. Scarlett admitted to being shortstaffed and stated that they cannot refuse customer care, but acknowledged they do not have the capacity to serve their customers to a level of competence This company calibrated my device recently for 14 days, instead of the 45 days that is customary, and nobody has been able to explain why. Inconveniences like this cause me to miss work twice, in addition to vehicle wear and tear and mileage. I am no longer a customer of this company, and may proceed to arbitration in the state of Pennsylvania to seek compensation for my case. Scarlett has also displayed a level of arrogance, insinuating that 30+ years in business means that my fail was valid, despite me having a witness to a vehicle free of alcohol at the time. I would be happy to discuss more via phone at 607-331-5621 

  Business Response

  Date: 09/26/2022

  As explained to *** *****, the device operates to the standard that NHTSA sets forth on all interlock devices. It is sensitive to any source of alcohol, as all interlock devices are. The functions of the device he experienced are normal and are not due to any kind of outdated devices.

  We do apologize that he had a difficult time getting through and for any issues with his service dates. We have issued credits to *** ******* LifeSafer account, which in turn was refunded to his card when he was unable to use those credits due to closing his account with us.

  Regarding reaching our reporting department, it is typical that you will not reach them when directly calling in due to the agents being on the phone throughout the day, but we do maintain and 24-48 hour callback time for that department.

  *** ***** requested a call from someone above the reputation manager he spoke with, so a call center manager contacted him today.

  *** ***** is asking for information such as employee pay, employee FTE hours, details of how employees log their hours, if employees work remotely, etc, which we feel is unnecessary. He has used inappropriate language on multiple occasions.

  We feel we have addressed *** ******* concerns to the best or our ability and wish him success in his future. 

  Customer Answer

  Date: 09/27/2022

  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.
  

  -multiple lifesafer employees acknowledged an inability to serve their customers to a level of competence

  -rates of pay are public information in many cases, and my research indicates that their competitors pay around $5 an hour more starting. This is relevant because employee pay is a factor regarding employee recruitment and retention. FTEs are relevant because they are likely inadequate to serve their customer base.

  -There was absolutely no trace of alcohol in my vehicle at the time of the failed test. The mechanic that Uninstalled my device noted he had not seen this model in about 10 years. He also noted that they are likely using up old devices until inventory is burned out.

  -I was called back by the reputation manager regarding my complaint 

  -the $70 credit added to my account does not make up for the 2 days of missed work I had to take off.

  -no employee could explain why my most recent calibration was only for 14 days, instead of the typical 45. This seems predatory.

  -The lifesafer company has a long history of legal issues. As I was told by the mechanic, they were once kicked out of new york for accepting bribes. He also mentioned that the guy responsible is now the regional rep for the company. Clearly this company has minimal ethical principle. Other states such as Virginia, have suspended lofesager from their state for their unethical practices.

  -I was very clear with the representative that the lack of transparency by the company is the epitome scumbag business practices. However, my language is a reflection of the predatory business practices I have experienced. And as I reminded the representative,  my language was nowhere near a violation of free speech. This sounds whiney on their part, at best.

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

  Business Response

  Date: 09/28/2022

  LifeSafer is a private company, so our employees pay is not something we report to our clients. I apologize if *** ***** feels that this indicates we're lacking transparency, but we feel that we need to protect our employees' privacy as well.

  As explained previously, the device operates to the standard that NHTSA sets forth on all interlock devices. It is sensitive to any source of alcohol, as all interlock devices are. The functions of the device he experienced are normal and are not due to any kind of outdated devices. *** ******* device is not outdated technology, it is simply our original device and the device required by the state of ********. We do have another device that is used in ** and **, which is why the technician has probably not seen the device he had. 

  The credit provided is to help alleviate any frustrations *** ***** experienced, it was not intended to be a reimbursement of lost wages, as that is not something we do, same as any interlock company. 

  I explained to *** ***** that his 14-day calibration was most likely due to this being the first calibration service done in a new state. We can't be certain, as it's simply undeterminable after the fact. I apologize that this lack of information seems predatory or dishonest to him, but that's not the case. 

  I apologize that *** ***** feels that we lack transparency and sound whiny when reporting his behavior (inappropriate language.) We felt that this information was pertinent to give an overall picture of our communication with *** *****. 

  We feel we have addressed *** ******* concerns to the best or our ability and wish him success in his future.