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:03/03/2025

  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 dealt with lifesaver for the last year. This company has charged me thousands of dollars in extra fees because I didn’t hear the beepthis or that never once did I fell for alcohol or anything here I am with a week to go and over the weekend, it tells that I’m locked out of my device because the activity log is full. That has nothing to do with me that has everything to do with this company therefore I had to sit on the phone for anhour and a half last night waiting for them to talk to me so they could give me a code this morning before I went to and had to bring my shop to the truck to get recalibrated so I get to the shop. Nobody shows up here at ******** shop and ****** ************. They said the guy was supposed to come at while he wasn’t here at noon. I came after work at 4 o’clock and I’ve been sitting here and is now 6 o’clock. There are fourother people waiting for their devices to be calibrated and Nobody at the shop that lifesaver has is here to calibrate our devices and then when you call lifesaver you’re placed on hold for hours the way to get a hold of them is email. So here I am without a vehicle again having to pay an Uber to take me home and everything else this is selling. Unacceptable with thiscompany needs shut down.

  Business Response

  Date: 03/04/2025

  We apologize for the inconvenience of the technician not being present for the 8:30 AM appointment yesterday. The technician at the shop said *** ******** mother came in shortly after *** ****** left his truck and advised she would be picking up from work around 6:00 or 6:30 PM would be back after that to get the truck. We take responsibility for the morning incident, but were misinformed regarding when they would be back later, leading to the evening delay.

  Regarding fees for missing tests, device settings are determined by state and local regulations, not the interlock companies. If your state considers something a violation, requiring the device to be reset by your interlock company, there will be a fee for that service we provide. Since settings vary from jurisdiction to jurisdiction, clients are responsible for knowing their particular settings to ensure they're not violating their terms. If there is ever a device issue, LifeSafer will not charge clients for that. 

  The LifeSafer Resolutions Manager will be reaching out to *** ****** to discuss this further. 

• Initial Complaint

  Date:02/28/2025

  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.

  This is now the second time I’ve had to reach out about this company. It’s the biggest racket I’ve ever seen. I was at my last monitoring appointment for my IID on Feb 26, 2025 at **** auto sound in ******** ** at 12:30pm and I received a voicemail today claiming I never went to the appointment and they are trying to add more months to my violation. This is my last month and I’ve had 0 issues up until now and have done the same process every time in regard to getting my device reset monthly. Now that I’m nearing the end of my violation, this company is going anything and everything to try and keep this device in my car. I’ve reached out to a lead member of their customer service team and have sat on hold for a combined total of 17 hours and am still waiting for a response. I need this company to be held accountable considering when they initially installed the device, they did it incorrectly and told me it was “user error.” After 2 months of getting second opinions, we eventually realized that LifeSafer did not install the device correctly and as a result, the battery in my car is shot after 6 months of owning the vehicle. I have 0 faith in this company’s ability to do right by their customers which is why I’m seeking help from the BBB.
  
  Thank you.

  Business Response

  Date: 02/28/2025

  We are taking these concerns very seriously. This is being addressed with LifeSafer management, and someone from that team will be in contact with *** ******* to see how we can assist. 

  Customer Answer

  Date: 03/07/2025

  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:02/25/2025

  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’ve never had any mechanical issues with my truck before and since I’ve put this device in my truck, I have had to replace two batteriesto alternators two starters couple of fuses and now my truck will not start. This machine is not compatible with my vehicle and causes me lots of problems money

  Business Response

  Date: 02/25/2025

  We will need invoices and receipts showing these purchases and a diagnosis from a mechanic stating the device was the cause if there is one. If a mechanic has not diagnosed the vehicle, we will need to set an appointment with one of our technicians to do so. The LifeSafer Resolutions Manager will be sending an email, so *** ******* to send the requested documentation, or it may be attached to a reply on this BBB complaint. 

  Customer Answer

  Date: 03/04/2025

  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.

  
  

  They are still reviewing my case and have not decided on what to do yet. I need more time before I can give you an answer if they were able to resolve my issue or not.
  

  
  

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

  Business Response

  Date: 03/05/2025

  We have advised *** ******* that according to the Lifesafer technician who has been assisting him with his issues, the vehicle issues he is experiencing are not related to the interlock device. The vehicle issues *** ******* has been experiencing are due to normal wear and tear caused over time. Therefore, no reimbursement for these repairs are due at this time. We have also advised *** ******* that he is welcome to get a second opinion either from a different Lifesafer Service Center, or a mechanic of his choice, and we can assist with either option if needed. 

  Customer Answer

  Date: 03/06/2025

  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.

  
  

  
  

  They did not even look at my truck or have a mechanic look at it! They are making their decision on the word of a car stereo installer not a mechanic! They are denying my claim and not doing anything! Please continue with the complaint and add poor customer service please! Thank you! Guess I need a lawyer now!
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/11/2025

  We have advised *** ******* that he is welcome to get a second opinion by either a different Lifesafer Service Center, or a mechanic of his choice. *** ******* has our agent's direct contact information and has been advised to request assistance with either option when he is ready.

  Customer Answer

  Date: 03/12/2025

  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.

  
  

  
  

  They will not get a mechanic to look at my truck, they are basing their decision on the word of a car stereo installer, they will not help me or resolve any of my issues, they have the worst customer service and they take over a hour to answer the phone! As I said before 
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/12/2025

  We have advised *** ******* to contact the agent who was assisting him directly if he'd like to schedule another wiring/interlock inspection either at the Lifesafer Service Center you frequent or any other Lifesafer Service Center of his choice. He was advised of this on 3/5/2025 while on a call with the agent assisting him, as well as on an email sent after the call on that same date. *** ******* can respond to this email when he is ready to schedule this inspection. 

  Customer Answer

  Date: 03/13/2025

  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.

  
  

  
  

  They will no longer do anything, your wasting time with them! They are a terrible business! They are only in business because of court orders! The public needs to know not to do business with them! Even my lawyer said they are the worse business in the industry and that I need to get the judge to allow me to switch companies!
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/13/2025

  The Lifesafer agent assisting with client's request has sent another email to *** ******* and is waiting for a response. *** ******* has been advised of the options available and we can only move forward once he agrees to one. Again, if *** ******* chooses to have another Lifesafer Service Center inspect the wiring and device, we need to confirm his availability in order to coordinate with the Service Center. 

  Customer Answer

  Date: 03/14/2025

  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.

  
  

  
  

  
  
  
  They said that will not help me, they are basing their decision on the word of a car stereo installer and not a mechanic, they are protected by the court system and think they do not have to give customer service. They don’t even answer their phones. The public needs to know that these are the worst people in the industry I was told by my lawyer not to do business with these people, but it’s too late now their device is damaging all the electrical system in my truck and will not have a mechanic look at it or help me
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 03/14/2025

  The agent assisting *** ******* is still waiting on his response. *** ******* has been advised of the options available and we can only move forward once he agrees to one. Again, if *** ******* chooses to have another Lifesafer Service Center inspect the wiring and device, we need to confirm his availability in order to coordinate with the Service Center. 

• Initial Complaint

  Date:02/23/2025

  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 am writing to formally request reimbursement for expenses incurred due to a malfunction of the LifeSafer Ignition Interlock device installed in my **** *** ******. On February 5, 2025, while driving to work on **** *****, my vehicle suddenly shut off, nearly causing an accident on the freeway. As a result, I had to have my truck towed to ******* Auto Repair, where I paid a towing fee of $253.00 and a repair bill of $143.00.
  
  Upon inspection, ******* Auto Repair determined that the issue was caused by the LifeSafer device malfunctioning. I contacted LifeSafer customer service to report the problem, and I also reached out to the shop that originally installed the device, On 02-16-2025 ***** **** ***. They agreed to inspect the unit and either test or replace it. However, since my vehicle had stalled two miles from ******* Auto Repair, it had to be towed again. ***** **** *** charged me $450.00, which included the towing fee and an after-hours service call on a Sunday, as they were trying to assist me in getting back on the road.
  
  ***** **** *** ultimately determined that the issue was caused by a faulty LifeSafer handset, which they replaced. Since the device’s malfunction was the direct cause of these expenses, I am requesting full reimbursement for the total amount of $846.00 ($253.00 + $143.00 + $450.00).
  
  I have already attempted to resolve this issue through LifeSafer customer service but have been continuously given the runaround. This situation was entirely beyond my control, and I believe it is only fair that I be reimbursed for the costs I incurred due to your product’s failure.
  
  I would appreciate a prompt resolution to this matter. Please let me know how to proceed with submitting any necessary documentation to process my reimbursement. I look forward to your response as soon as possible.
  
  Thank you for your time and assistance.

  Business Response

  Date: 02/24/2025

  We appreciate *** ***** making us aware of his concerns. Please note, the interlock device only affects the starting function and has no ability to shut the vehicle down, so it is rare that the device can be the cause of this sort of claim. This concern is being escalated to our technical experts and the Client Resolution Manager will be reaching out to *** ***** via email to get documentation to help further make a determination.

• Initial Complaint

  Date:02/21/2025

  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.

  Well I was ordered to put in *** device in my car for the court and I chose lifesaver and ever since I've put it in for more than 4 months now anytime I've had a problem, which there have been multiple, it is absolutely impossible to get any type of customer service or any person or any reply back from the lifesaver company no matter what I do, the mechanic installed it wrong in the first month I had to go back once or twice a week to get it reprogrammed and lifesaver charged me $100 to $75 each time even though it was their equipment not working right , and now I currently owe them $500 , so when I reprogram my *** I can only set it to 2 days out and I have to come back and get it reprogrammed which cost another $100 to $75, so now they're basically charging me $100 every 2 days until I pay my bill which seems like a racket from a loan shark or something, in the main thing is the customer service I can't get anybody on the phone no matter how hard I try and that doesn't seem right to me they can charge me money but then not tell me why or answer me on the phone

  Business Response

  Date: 02/21/2025

  We apologize for our long wait times. *** ***** was installed 10/18 and didn't return until 11/11, which is 3.5 weeks. Then, he had to return on 11/18 because that was his regularly scheduled monitor appointment per state regulations. Then, he came again for a violation on 12/2. Our records show that the violations that caused him to need to come back on 11/11 and12/2 were not due to device or installation issues. Despite not appearing to be device issues, we only charged him for the reset fee on 12/2, not 11/11. I refunded the 12/2 $75 reset fee along with an additional $50 to cover the shop fees from 11/11 and 12/2 today. After those refunds, *** ***** still has a balance of $466.62. *** ***** has only ever paid LifeSafer $107.84 for the start up fees and first 14 days of lease fees, yet he has had the device over 4 months now. We understand that he didn't agree to the reset fee he was charged but he made no attempt to pay the other fees for leasing the device. On 1/30, we reached out to him by phone, he didn't answer and didn't have voicemail, so we sent an email advising him of the balance and that we would be restricting his account. He called us back this week and we tried to return his calls Wednesday and today, but didn't get an answer and his voicemail isn't working. 

  The LifeSafer Resolutions Manager will be reaching out shortly. 

  
  

  Customer Answer

  Date: 02/21/2025

  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:02/19/2025

  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 received an error code *** on my LifeSafer handset. It indicated an imminent lockout on 02/24/2025. After waiting to speak with an agent I was informed this is due to a "glitch" in their software and I must bring it to a calibration station. The only available place to bring it charges $50 service fee because they are open on the weekends. I have no other availability to bring in the vehicle due to work schedule or I'd lose my job. Apparently this location normally charges $25, but $50 on weekends. I was told by the service agent I have to somehow reproduce the error code to prove malfunction of equipment or I'm out the money paid. But if I don't arrive and have the device inspected, it will now be cut off as of the 24th by the company regardless. I have been to all necessary appointments and paid every penny asked. However now I have to leave my 2nd job and pay just to deal with their faulty equipment or they will seize my right to transport that I have paid for and am in 100% compliance with.

  Business Response

  Date: 02/20/2025

  Any error codes that display on the device will be recorded on the data log. We pulled yesterday's phone call and at no point did the agent say that *** ******* would have to reproduce that error code. Again, we can see that code. The agent simply stated that we would reimburse the shop fee once we can see that it was the device error, we can't waive it in advance because the shop must get paid for their services. The LifeSafer Resolutions Manager will contact *** ******* today to open a line of communication and answer any additional questions. 

• Initial Complaint

  Date:02/19/2025

  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.

  They allowed me to install a device in my vehicle, but since installation I have been unable to reach them. However, when I called from a different number they immediately answered, while I was simultaneously on hold from my phone number. I am trying to get my device swapped into a new vehicle I just purchased and I cannot reach them.

  Business Response

  Date: 02/20/2025

  We apologize for the long wait times when reaching out to our service team. The sales line is answered more quickly because there are far fewer people calling to sign up than there are already installed. We have far more agents answering our service line, but unfortunately it's been a struggle to get fully staffed. I do show that you were able to connect with us yesterday. We also answered your call this morning, but no one was on your side of the line. The LifeSafer Resolutions Manager will be in touch shortly to assist. 

• Initial Complaint

  Date:02/13/2025

  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 get my car worked on and the mechanic had to unplug the battery and now I have a lockout scheduled and have been on hold for over 2 hours with no one answering to help me with the problem and now I have to come out of pocket more money for no reason

  Business Response

  Date: 02/14/2025

  We're sorry to hear that *** ****** has a recall on his device from repair work. The device settings are determined by clients' state regulations, not the interlock companies. We're sorry that this costs money, but anytime we need to provide service to clear a violation to keep clients driving and in compliance with their requirement, we must charge for those services.

  Our phone records show that we answered *** ******' call after one hour yesterday, but there was no response on his end so after a minute and a half, we disconnected. However, our records show that he was able to connect with someone later in the day yesterday. We apologize for the long wait times and we are actively working on this by hiring more call center agents and we have employed a third party call center.

  Our Resolutions Manager will be reaching out to *** ****** shortly to discuss this and offer any additional assistance. 

• Initial Complaint

  Date:02/11/2025

  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.

  Just reading the continously complaints of not being able to handle customer service that hasn't changed for months is horrible! I can't get any support. 3 hours on hold no answer multiple times! I am being overcharged for the Approved service location ypu set me up on. I pay $30 to $35 per calibration not consistent but now I switched it to bi monthly which he told me I couldn't until I called you a months ago now he has told me I have to pay for two months in his fees even though he resets it one visit for the 60 day cycle! So $75 for the past two visits. He states it is how Lifesaver works! He is lying and who YOU set me up with. I was told originally from Lifesaver it was a fee of $25 which he charged me the first time then started charging me more! Also I have had issues with the install in that he spliced my wiring harness which per my husband a mechanic you should NOT DUE!! Now my wiring harness will need to be replaced once I uninstall it! I want my over charges reversed. And ******** auto should not be used I need to switch providers and I can't get ahold of anyone at Lifesaver. They limit you to a online CHAT BUT DO NOT COME ONLINE OR ANSWER THE PHONE! To the BBB.. You keep dismissing the complaints and they ate all the same not one to talk to!!! I'm filing w the FTC about offering support but not answering!!

  Business Response

  Date: 02/12/2025

  We do apologize for the wait times, unfortunately, we can't make people come to work for us. We have tried and continue to try different strategies to reduce these wait times.

  Thank you for bringing the shop issues to our attention. We understand that referring you to our contracted shops is our responsibility, but we can't know these client-shop issues unless our clients let us know. Now that we know, we can address it. 

  Our Resolutions Manager will be reaching out to you today to get more information to escalate and resolve these issues. 

• Initial Complaint

  Date:02/08/2025

  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 stuck with a dui back during covid for falling asleep behind the wheel. I have been paying for the system like I am supposed to and now I am 6 month past when I was supposed to get it off. I haven’t heard a single word from the state or able to EVER get anyone on the phone to ask any questions. I can’t keep paying for this crap system or able to talk to anyone about getting it off.

  Business Response

  Date: 02/10/2025

  Interlock companies do not have access to clients' driving records in *********. ********* required clients should contact the state to determine their removal date. Additionally, the client is to advise their interlock company when their removal time has come so we can process a final download, which allows us to verify compliance for the state and issue a compliance certificate. I have sent a request to the LifeSafer Reporting Department to see if we have sufficient data to process a final download and compliance certificate. I will report back to *** **** as soon as we do, please allow time for this as we don't know how long the state is taking at any time to process these. Then, once the ** Department of Safety has processed the compliance certificate, they will mail *** **** a "Remove Interlock Restriction" letter. Once that is received, he must obtain his unrestricted license before scheduling de-install appointment. 

  Once I get confirmation that the certificate has been reviewed by our Reporting Department, I will contact *** **** to advise, then he can reach me to help schedule the removal appointment once he has his unrestricted license.