Complaints

This profile includes complaints for LifeSafer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  617 S Knik Goose Bay Road Suite L Wasilla, AK 99654

• 

  LifeSafer

  2881 S 31st Avenue Unit 13 Greeley, CO 80631

• 

  LifeSafer

  13422 Chambord Street Brooksville, FL 34613

• 

  LifeSafer of Florida

  5285 Tower Road Tallahassee, FL 32303

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  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.

  Back here again for my 3rd maybe 4th time complaining about the same problem with this company. This is the 8th week in a row I've been locked out of my vehicle for no reason. I refuse to pay my balance, now at just under $1k. At first the company tried to work with me on the faulty device. The problem was never solved. Now they're trying to tell me the device is locking me out due to a bad alternator. My alternator is just fine it's pushing the correct voltage. My batteries are brand new in my truck and I've never had any issue starting or driving the truck other than the device locking out. I've told them this and they claim I should take it up with their shop that told them my alternator is faulty. Now I sit here unable to bring my kid to school unable to go to work because I refuse to pay for their shotty service. they are charging me 50 to get the over ride code and 75 for resetting it plus paying the shop 25 dollars on top of that and my normal bill for having the device. They said to avoid thos I have to replace my fully functioning alternator and stay in my truck to wait for the next test. My truck worked just fine without this device installed it worked with it installed and will work again without it. This is a way to make extra money on somebody else's problems. Why should I have to replace perfectly functioning parts on my vehicle in order to accommodate for their device and I cannot get it removed from my vehicle without paying my balance plus removal fees. If I remove it myself I get violated and time restarted. I cannot make money without my vehicle. I've already had to miss one day of work every week to get this thing reset for the past 8 weeks straight, which has cost me 3000 in missed wages alone. Now they tried telling me its because im missing my first rolling retest. Now theyre telling me its both of those reasons for the lock outs which is not true. I'm not missing tests and my trucks parts are fine. They're just trying to put it on me to get $

  Customer Answer

  Date: 02/05/2025

  Problem:
  Back here again for my 3rd maybe 4th time complaining about the same problem with this company. This is the 8th week in a row I've been locked out of my vehicle for no reason. I refuse to pay my balance, now at just under $1k. At first the company tried to work with me on the faulty device. The problem was never solved. Now they're trying to tell me the device is locking me out due to a bad alternator. My alternator is just fine it's pushing the correct voltage. My batteries are brand new in my truck and I've never had any issue starting or driving the truck other than the device locking out. I've told them this and they claim I should take it up with their shop that told them my alternator is faulty. Now I sit here unable to bring my kid to school unable to go to work because I refuse to pay for their shotty service. they are charging me 50 to get the over ride code and 75 for resetting it plus paying the shop 25 dollars on top of that and my normal bill for having the device. They said to avoid thos I have to replace my fully functioning alternator and stay in my truck to wait for the next test. My truck worked just fine without this device installed it worked with it installed and will work again without it. This is a way to make extra money on somebody else's problems. Why should I have to replace perfectly functioning parts on my vehicle in order to accommodate for their device and I cannot get it removed from my vehicle without paying my balance plus removal fees. If I remove it myself I get violated and time restarted. I cannot make money without my vehicle. I've already had to miss one day of work every week to get this thing reset for the past 8 weeks straight, which has cost me 3000 in missed wages alone. Now they tried telling me its because im missing my first rolling retest. Now theyre telling me its both of those reasons for the lock outs which is not true. I'm not missing tests and my trucks parts are fine. They're just trying to put it on me to get $
  
  Desired Outcome:
  Billing adjustment; I want to either have this device removed and my bill removed or I want a working device and my bill adjusted; Store credit

  Business Response

  Date: 02/05/2025

  The LifeSafer Reputation Team has contacted *** ******** multiple times and the first several times never received a response from him. Since his previous BBB complaint, the Reputation Manager has been in constant contact with him. We only have reports from our contracted shop (background checked by ** interlock authorities) stating that *** ********** alternator is not operating as it should to notify the interlock that the engine has started. *** ******** has not provided a report from a certified mechanic stating otherwise. It has been advised to *** ******** that even with the alternator not operating that he could avoid these state-mandated violations if he simply followed the rules of interlocks and stayed in the vehicle while it's running. It's required that all interlock clients,no matter the brand or state, stay in the vehicle while it's running because random retests are mandatory and timed. So, both things can and are true. The vehicle has an issue, but also violations could be avoided if operating the vehicle/interlock as required. 

  *** ******** requested a removal today and I advised that this is possible. LifeSafer actually feels this is the best course of action at this point also. The LifeSafer Reputation Manager has requested *** ********** availability for this appointment and is simply waiting to hear back from him. 

• Initial Complaint

  Date:02/04/2025

  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 scheduled me for a lockout due to a faulty retest that wasn't even my fault. I have been abstaining from alcohol and blowing clean continuously since I started. I went to the scheduled meeting and got the service that I shouldn't have had to pay for anyway. After I got home and checked my account I realized I had been double charged.
  I called and was left on hold for over an hour 3 different times during the day and 3 separate times.
  I called early in the morning (6am) and finally got through. I told the representative about the situation and was told that they would credit me back. I went on my merry way assuming this would be the case.
  Over a week later no money came back into my bank account. I had to call again early in the morning to talk to a representative. This time I was informed that they decided to credit my Lifesafer account. I told the guy again I need that money back into my bank account, not their account.
  I was left on hold for 30 minutes only to be told that the representative had to send a report to their management for this to be resolved.

  Customer Answer

  Date: 02/04/2025

  
  My issue was resolved.

  Customer Answer

  Date: 02/05/2025

  Problem:
  I have been overcharged ($75) by this company twice so far. I thought my original complaint had been rectified the last time I called customer service and waited on hold for over an hour before speaking to the representative. After the call I realized that they had charged me another $76.26. I am very upset about this considering I don't make that much money and this is hurting me financially.
  
  
  Desired Resolution:
  Refund

  Business Response

  Date: 02/05/2025

  Device settings, including what constitutes a violation is determined by state regulations, not the interlock companies. If a client incurs a violation, all interlock companies charge fees for the service we provide to clear that violation to prevent a lockout. We advise our clients to never leave the vehicle running because the retests are random, as required by state regulations, and they are only allotted so much time to take those tests before a violation is logged. Our records show *** ***** left the vehicle running and missed a test, a violation requiring a recall for service. 

  We apologize that this was mistakenly charged twice to *** ******* card. While we did initially credit it to his LifeSafer account, we refunded it back to his card the same day, 2/4, per his request. *** ***** should allow his card issuing company several days to make that money back available to him.

  The additional $76.27 he's seeing charged yesterday was autopay for leasing fees. The 14-day autopay was due on 1/31, but didn't run. I'm unable to determine what caused this, but I suspect it was due to *** ***** canceling the autopay after the mischarge with the reset on 1/27. The autopay was reactivated yesterday, meaning it ran the past due 4 days from when it was supposed to run on 1/13, plus the  upcoming 14-day autopay due to the reactivation.

  LifeSafer's Complaint Manager will be reaching out to *** ***** later to  provide any additional support he may need. 

• Initial Complaint

  Date:02/03/2025

  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.

  We got the refund taking care of. After getting the credit got a violation for not humming loud enough. What the heck? I blow the same way every time. I better not get charged for this. I got to my group meeting and have proof I haven't been drinking did a blow test and a urine test. I don't have time to wait 3 hours every time something happens. I work 7am to 5pm M-F come to groups and have no way to take it to the service place. The lockout starts on the 8th of February i need this taken care of by then. I feel like the the device is rigid or broken. I can't afford this. Call my counseling for proof of not drinking ###-###-####.

  Business Response

  Date: 02/04/2025

  Device settings are determined by state and national regulations, not the interlock companies. If you are not meeting the required blowing levels, your state may require the device go into a recall status, showing a lockout date/time before which you must be serviced. This recall is regulation-mandated, we're simply the provider that clears the recall and all interlock companies charge for these services, as it takes our time, equipment, resources, etc. We already refunded the first fee as a courtesy and are not permitted to waive any additional unless it's determined to be a device issue. Regarding proof of sobriety, that needs to be done on the device for the monitoring authority who has required the interlock device. However, the reports shows the difference between aborted tests (tests not taken properly) vs failed tests (due to picking up alcohol) and this will show if it was simply aborted tests.

  We see *** ****** was able to set a reset appointment with the shop through our call center for later today. I will personally review this log to see if it's eligible for refund once the data has been uploaded to his account. 

• Initial Complaint

  Date:02/03/2025

  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.

  The company Lifesafer puts out a product that is not a complete failure. However the customer service center, no matter what phone number the customer uses, do not answer their phones.
  I first opened an account w Lifesafer Oct
  2023. It is now Feb 2, 2025.
  REASON FOR MY CALL:
  My lifesafer device started malfunctioning
  Friday Jan 31,2025.
  The device in my vehicle was beeping every 60 seconds DEMANDING I blow. This is very unsafe and distracting to Friday Jan 31,2025. The device was beeping every 60 seconds DEMANDING I blow. This is very unsafe and distracting to the person operating a vehicle. I called the Auto shop who installed this device. The owner of the auto shop informed me that they are only authorized to perform service work on my interlock device
  AFTER LIFESAFER has cleared the work.
  Lifesafer only answers the line for new customers. After a person signs up w lifesafer and makes their first payment, LIFESAFER call center AUTOMATICALLY reroutes the call to the existing customer call center. You guessed it.. No one is manning the incoming CS calls.
  I have called a number of times to request device help. Today I waited on the phone for 1:38:36 - 1 hour - 38 minutes - 36 seconds. No one answered my call. At
  1:38:36 my call was switched over to an automated customer service review.
  I logged in my answers as STRONGLY manning the incoming CS calls.
  I have called a number of times to request device help. Today I waited on the phone for 1:38:36 - 1 hour - 38 minutes - 36 seconds. No one answered my call. At
  1:38:36 my call was switched over to an automated customer service review.
  I logged in my answers as STRONGLY DISAGREE!. This is not the first time I have experienced not being able to reach Customer Service.

  Business Response

  Date: 02/05/2025

  We do apologize for our long wait times, we do have agents manning the phones 24 hours a day, we simply don't have enough staff to answer the calls as quickly as we'd like. Please know that we also have a chat option during weekdays that may be quicker to reach. We actually answered *** ****** call on Monday at 1:31 PM and we could hear background noise from her side, but she never came on the line.

  Our records show that *** ****** issue was resolved with an equipment exchange on 2/3. We apologize for the inconvenience experienced by this device malfunction. Unfortunately, electronic equipment may fail over time and there's no way to predict when this will happen. The LifeSafer Complaints Manager will be reaching out to *** **** later today to provide any additional assistance needed and to provide direct contact information to help her avoid wait times moving forward.

• Initial Complaint

  Date:02/03/2025

  Type:Product 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 spoke with the LifeSafer tech when I started experiencing problems with my car in December 2024. He told me that it looks to be the device and to schedule and appointment with my dealership to get it looked at.
  
  - I scheduled my appointment with the dealership January 2025 and in that timeframe, my car would barely start. I was able to get it to the dealership where we went through an entire process of getting codes for the mechanic to be able to work on my car.
  
  - I was told and as noted on the repair sheet, that "codes set by batter being bad". I was instructed that this was due to the device pulling power when it should not have been.
  
  - I took the device and car, as instructed by lifesafer, to a certified LifeSafer tech who also determined that the device was causing a "parasitic draw" which caused the battery life to diminish and ultimately be replaced. Per the remarks from the invoice from the LifeSafer tech: "found device to have a higher than normal draw. Tech believes this contributed to vehicle starting issues. Performing a full device swap to resolve the issue".
  
  I have both a mechanic and a certified LifeSafer tech telling me the device caused the issue and it is well documented. I did everything I was directed to do by LifeSafer. I took the issue to a mechanic and they fixed the issue. I then took the device back to LifeSafer where it was replaced because it was drawing more power than it should... and it was drawing more power on my new battery which I was told might not last past the uninstall date if they didn't replace the unit, which they did.
  
  I have tried 7 different times to get someone at Lifesafter to have a conversation with me over the phone, but they insist this be done through email. I have several certified mechanics and a lifesafer technician stating the issue caused with my car is due to the device which was fully replaced by the lifesafer tech. Lifesafer is refusing to reimburse for the issue or even talk to me about this issue.

  Business Response

  Date: 02/06/2025

  The documentation provided from the dealership says nothing to indicate that the device was drawing too much power. The technician was unable to provide details or proof that the device was drawing too much power, so this concern has been escalated to another department for further investigation. We will be in touch with *** ******** as soon as we can make a determination. 

  Customer Answer

  Date: 02/06/2025

  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.

  
  

  
  

  I was instructed by a LifeSafer support person to take the device and car to a LifeSafer technician, which I did. They put notes on an invoice stating exactly what was causing the issue AND they replaced the unit due to the issue. That should be enough to warrant a reimbursement for this issue. LifeSafer is completely ignoring the tech's comments on what was causing the issue with my car. I have attached the tech's notes/comments as well as an inspection of my car. The inspection of the car occurred in November where it shows my battery was in the green... meaning that the battery was good at that point in time. After 1 1/2 months the battery was completely dead and due to the device pulling too much power, as noted by the tech and the findings of the ** Certified mechanic. I am more than happy to get more documentation from the dealership, but what I have provided is more than enough evidence to warrant a reimbursement for this issue. LifeSafer is completely ignoring it's own technician's diagnosis of the problem and refusing to take ownership that the device caused this issue that needed to be fixed.

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

  Business Response

  Date: 02/06/2025

  We acknowledged the technician's diagnosis already and even mentioned that we did in our previous reply to this complaint. There were flaws in his diagnosis and no documentation from the dealership like *** ******** is claiming, which is why we are investigating further. The complaint was not denied.  As stated in our previous response, the issue has been escalated. Please give us some time to conduct this further investigation and make a determination.

  Customer Answer

  Date: 02/06/2025

  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.

  
  

  
  

  I just want to note that I followed everything that was told to do by LifeSafer. I took all the necessary steps after being told where to take the car and what to do. I should not be held accountable for something your own tech did. My car was at the dealership for 3 weeks. 3 weeks, I was without a vehicle because your tech told me to take it there and have them fix the issue. After that was fixed, I was told to take it back to the tech and he determined the issue to be the device. I followed every single instruction given to me by LifeSafer.

   

  I also want to note, I have the transcript from the support chat I was on this week stating "I understand, *****. From what I was able to see on the account is that there was review conducted by our internal team, the ones the email correspond to, and it shows that the reimbursement request was denied due to the issues being with the vehicle itself and not device issues or malfunction." So you did deny the reimbursement and your claim that you didn't is false. I have the entire manuscript from the chat that I am attaching to this. I also want to note that I experienced another issue where my car turned off. I had to blow into the device and start my car again. I was told this is due to my battery. Guess what... It's a brand new battery so this definitely is proving that your device is malfunctioning. I am not accepting a response until I hear back about the reimbursement for the work that was done on my car to fix the issue caused by the LifeSafer device.
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 02/06/2025

  I apologize for the misunderstanding about the statement regarding denial. I only meant that isn't yet being denied now that it's with my department, the department who handles complaints. I was expressing that *** ******** should simply wait for us to process our review before rejecting our complaint response because we are still reviewing it. 

  Regarding the account that *** ********'s vehicle shut off while running proved the opposite of what *** ******** thinks it is. If the vehicle shuts off while driving, that is definitively a vehicle issue because interlock devices have no ability to shut a vehicle off. The only function a device has is as a starter interrupter. It only keeps the ignition from sending the "start" signal to the starter until after a test has been passed. Other than those 2 components, the only other components it's attached to is the battery (and possibly the horn and headlights dependent on state regulations) to provide power, it does not control the battery.

  Again, we ask for several days to complete our investigation and make a final determination with head leadership.

  Customer Answer

  Date: 02/06/2025

  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.

  
  

  
  

  I am gladly awaiting your reply from the escalation. Again, I am more than happy to get more details from the dealership, but what you aren't taking into account are the words spoken to me, and what was verbalized as the issue from both the tech and mechanic from the dealership. I am trying to provide all the information and timelines that I possibly can to ensure that this was not something that I pulled out of thin air, or that I am making up. I have had zero issues with this car up until the device was installed. 

   

  I am also frustrated that you continue to respond through this inquiry instead of talking to me directly. I have sent almost 15 different correspondence regarding this matter and it took a complaint to the BBB to get a response from this department. That is terrible customer service for something that is state required for me to get my driving privileges reinstated. People spend a lot of money in these situations and then to have something go wrong and have to also spend more on top of that, it's awful. Having no phone number to reach out to this department to talk to someone about this is also just mind blowing. Why are we only communicating through email or fax or BBB. This has been absolutely frustrating to say the least. I will continue to wait until I hear back, but I would appreciate a call to discuss this.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 02/14/2025

  This was escalated to another department who handles the tech and equipment side of things to review and investigate. We are still waiting for their determination at this time. We will have an answer no later than next week. 

  Customer Answer

  Date: 02/18/2025

  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.

  
  

  
  

  I will continue to wait for the response from LifeSafer regarding this matter.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 02/20/2025

  We are reimbursing *** ******** for his battery replacement and he was advised of this yesterday. A check will be mailed to *** ******** in the coming weeks. 

  Customer Answer

  Date: 02/27/2025

  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:02/02/2025

  Type:Product 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 been waiting for my refund for a violation that wasn't my fault. I was told by Louis the customer rep guy that I would get a refund as soon as the service was done. He said he left notes and I would not have a problem getting my refund. I called a couple of days ago and waited for about an hour an a half to speak on the incident and was transferred to someone and left a message and never heard back. I dont have time to wait on the phone that long. The chat and phone wait is over 2-3 hours. People are trying to get their lifes back together and this company is just money hungry and don't care about there customers.

  Business Response

  Date: 02/03/2025

  We are sorry for the long wait times. We listened to the phone call between our agent, Luis and *** ******. He only ever said the fee would be refunded if it was a device issue, which it was not. Per national and state regulations, the violation was the fault of the client because it was due to a missed retest. *** ******** state only allows 5 minutes for a retest to be passed before the device must log a violation and put the device into recall (countdown to lockout.) We understand that *** ****** is a new client, so we are refunding the $79.88 LifeSafer reset fee as a credit to his LifeSafer account as a one time courtesy. Please know that any and all violations that are not due to a device malfunction, no matter whether it's caused by a failed test, missed test, or vehicle issues, are *** ******** responsibility to pay at the time services are rendered. Please know this is not a "money hungry" tactic, all interlock companies charge for the services they provide to keep the client in compliance with their state regulations. 

  A LifeSafer manager will be reaching out to *** ****** shortly. 

  Customer Answer

  Date: 02/03/2025

  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:02/01/2025

  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 was stranded in my car en route to work. missed 8 hours of pay, inconvenienced my employer, and paid $156.00 to have it towed to *** *****. On 11/21/24, *** ***** diagnosed it as a "bad hook up," Yet, LifeSafer is still trying to convince me that it was to my charging system.
  
  Reminders: 1) On 9/25/24, device re-installation/relay was done at ******** LifeSafer Svc Center and battery was replaced ($400 paid to *******).
  2) On 11/19/24, I contacted LifeSafer to report problems with the device prompting me to blow numerous times in a row and often.
  3) On 11/20/24, **** at *** ***** swapped out the handheld device and said, "Hopefully, this will help. Let's see if this works. If not, it could be the device installation and relay. When you leave it could happen again. Let us know and we can look into it further."
  4) On 11/20/24, while driving to work an evening shift, my car lost power. I emailed Jennifer L. at LifeSafer twice from my car ($156 tow paid to *** *****).
  5) On 11/21/24, *** re-installed the device installation/relay.
  
  6) On 1/25/25, I wrote to Jennifer L.: For some reason, accounting is basing their decision on information from ***** of *** *****. ***** is not a mechanic nor was she working there on 11/20/2024 or 11/21/2024. **** (mechanic) and Cassie (front desk gal) were who you and I dealt with. I didn't meet ***** until mid-Dec, 2024. I clearly communicated with you and documented conversations with ***, as follows: On 11/20/24, **** swapped out the handheld device and said, "Hopefully, this will help. Let's see if this works. If not, it could be the device installation and relay. When you leave it could happen again. Let us know and we can look into it further."
  
  Jennifer, please clarify why there is confusion and what steps are needed to clear this up.
  
  On 1/28/25, Jennifer L replied: I advised that you should submit your invoices for the battery replacement and tow to our Client Service Department for review for possible reimbursement.

  Business Response

  Date: 02/05/2025

  *** ******* situation has been reviewed by multiple departments, multiple times each. She was installed originally January 19, 2024 and had no low voltage readings on her logs until August. If the device or installation had been faulty, batter issues would have presented much sooner than 7 months later. After the September 2024 battery replacement, she started having charging issues with her vehicle and that’s what killed her vehicle's battery. These issue even started causing device issues, going as far as damaging our devices. We advised her of this but she never got that issue fixed. *** ***** never showed us pictures or evidence of the wiring issues *** ****** claims.This same shop even advised her not to leave with the vehicle in the condition that it was in, but she did anyhow and that’s what caused the need for the November tow. None of the issues with her vehicle were caused by our device, in fact, her vehicle issues caused our device damage, but we will not invoice her for that. Any additional reimbursements or credits are denied per LifeSafer field and call center management.
   

• Initial Complaint

  Date:01/28/2025

  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 had a Lifesafer device for 11 months. They initially gave me a faulty device. I actually had to replace my car battery because they had wired it to my ignition incorrectly. I received a violation for missing a rolling test when I warmed my car up in freezing temperatures. A customer service representative gave me incorrect information on device lockouts for violations and I was left stranded unable to get to work. I would have gone out of my way to make sure my appointment was scheduled during a timeframe that I could avoid a lockout. Furthermore they charged me for an override code to get to the appointment and get home when the reason I was stranded in the first place was their fault, not mine, as I tried to make absolutely sure I was in compliance with the device’s protocol.
  
  They are deliberately understaffed. Their location in *********** ** has 1 employee. It has had 1 employee the entire time, but apparently used to have 6. Lifesafer has done nothing to adequately staff this location in the year that I have been there.

  Business Response

  Date: 01/28/2025

  *** ****** installed the device on 3/6, there were no low voltage readings on the device logs until 8/21. If there had been issues due to bad wiring, they would've presented problems much sooner than 5+ months later. The vehicle's low battery that started on 8/21 then caused the device not to be able to work properly. To explain further, the device uses the vehicle battery to operate. If the vehicle is outputting less than 12 volts to the device, it can't operate properly. This can present as aborted tests, long wait to warm up, error codes and be presented on the device log as error codes or "device malfunction", which is what happened in September when the device was swapped out. 

  The violation from a missed rolling retest is not a LifeSafer decision or setting. This is a parameter set forth by the client's monitoring authority (court, probation, DMV, VASAP, etc) and the recall from a violation can only be cleared by having an in-person reset done, as was advised to *** ****** during the 1/22 phone call. In our training and user guides, we advise clients to never leave the vehicle running because retests are random and the state only allows so much time to pass those tests before a violation and recall is logged. 

  We apologize for any misinformation given my our agents. We will address this internally and have refunded the override fee back to *** ******** account to bring his balance to $0. Regarding staffing of locations, the 1-person shop is standard for our company-run locations and we haven't determined any issues with this to address.

  The LifeSafer Resolutions Manager will be in contact with *** ****** shortly to discuss this further.

• Initial Complaint

  Date:01/27/2025

  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 am attempting to request the deinstallation of my device after being approved by the secretary of state. This cannot be done online, and therefore I have been on hold 3+ hours to request this. I was finally able to contact someone in the online support chat. As soon as I provided the necessary information, they waited 25 minutes without responding and ended the chat. Staffing shortages are not an excuse, and another program or process needs to be implemented. At this point, I believe the business would not like to answer calls regrading deinstallation and continue accepting payments that will continue to be owed until they create the deinstallation appointment. This is unacceptable and has references of fraud.

  Business Response

  Date: 01/28/2025

  We truly apologize for the long wait times. I can confirm our online phone provider had an outage yesterday. According to the notes on Ms. ********'s account, this outage occurred during her chat and she was called back by the same chat agent once our phone system came back up. Our records show that her removal appointment was set up and completed yesterday. Again, our apologies for the frustration and inconvenience the staffing struggles are causing when trying to reach us by phone or chat. 

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts to contact Lifesafer by Phone and by Chat and am repeatedly put on hold for hours. I recently have been charged 3 times for service i should have been charged 1 time and 6 times for a 1 time charge. I have been informed the money will be refunded to my credit card for 2 times 75.00 and credited to my account for 5 times 15.00. my biggest and most importiant complaint is the fact that this company will not have direct contact with customers I'm sure I am not the only one. My desired resolution is that they answer the phone and chat line.

  Business Response

  Date: 01/27/2025

  We apologize for the long wait times, this is due to staffing struggles, not a lack of caring. The LifeSafer Resolutions manager will be in touch shortly. 

  Customer Answer

  Date: 02/06/2025

  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. 
  
  
  

  Re: complaint #******** I have been in touch directly with a Gal from lifesafer and it seems she is now my personal contact. I am sure everyone else is having this trouble too. I did get refunded for all the over charges to my card that was set up originally for them to bill to I have since removed the card from their access and I will pay as we go now. I also have to say I have never used the BBB before but it was only hours after I submitted the complaint I had a phone call from lifesafer money issue was rectified and I have a direct line to a person apparently assigned to me. Thank you BBB.
  
   

   

   

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