Complaints

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

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  LifeSafer

  3600 Park 42 Dr Ste 140C Cincinnati, OH 45241

• 

  LifeSafer

  4290 Glendale Milford Road Blue Ash, OH 45242-3704

• 

  LifeSafer

  529 25 1/2 Road Suite B113 Grand Junction, CO 81505

• 

  LifeSafer

  475 W 115th Ave Unit 1-A Northglenn, CO 80234-3048

• 

  LifeSafer

  1083 Diplomat Drive Suite 105 I Debary, FL 32713

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

• Initial Complaint

  Date:01/23/2025

  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 on more than one occasion, had a horrible time getting ahold of anyone from lifesafer for questions and concerns for days. This is on on going problem and no one is ever there to be of assistance. This past month in particularly, i have received useless help in my situation and that “i need to figure it out myself” responses. For the 3rd time this month I’ve received a service request along with a lockout warning on my interlock. Each time I’ve visited the auto body shop for my calibration the warning still shows up after paying the auto body fee and then findin out that I have now been charged another time through lifesafer for something that I had no control over. I’ve been trying to get ahold of someone at their offices for days to help resolve this issues and still haven’t had any luck nor responses with emails or their chat. It seems they only answer you quickly when you need to get the interlock installed in your vehicle and not help with their program.

  Business Response

  Date: 01/23/2025

  We apologize for the long  wait times when reaching out to us, especially these last few weeks. Cold weather across the country has significantly increased vehicle battery issues and therefore, increased our call volume. Staffing has been a struggle for some time now and despite hiring a third party call center, wait times have still been higher than we would like for our clients.

  *** ******* has had a balance the entire time she's been installed with us, never reaching $0. We reached out to her regarding her balance by phone and left messages on 11/13/2024 and 12/11/2024. Despite *** ******* stating in recent phone calls that she was not advised of this, in the 12/11 voicemail message, we advised that her account would be restricted to 2 day intervals if the balance was not paid or payment plan arrangements weren't made with our Accounts Resolution Department/Team, referred to as ART moving forward. I listened to this voicemail recording just now to confirm. In the message, we left the phone number to that department and our phone records show no incoming calls from her since November until 1/4/2025 when she called the main line to verify an appointment. During that call, she never mentioned the balance, asked about making a payment, nor did she request to speak to ART.

  Upon listening to the calls between *** ******* and our call center, I confirm she has advised us that the shop's LifeSafer credit card machine was inoperable for her payment to be taken at the time of service. We do apologize for this and I will report this to our Service Center Management Team. However, all clients have access to an online portal where their balance is displayed and they have the ability to make payments. Our records show that she has accessed her online account as recently as today, so we know accessibility is not issue on this front. I also verified that her calls today were forwarded to LifeSafer's ART, where she got their voicemail, but failed to leave a voicemail message. *** ********* account will remain restricted until she speaks with that department. Here is the direct contact information to reach them. Please note that if the ART agents are on other calls, she may need to leave a message for a call back. They also have an email address. Direct Number: ###-###-#### Email: **************************** 

• Initial Complaint

  Date:01/17/2025

  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.

  I have a interlock device in my vehicle. I have completed the required time and the *** notified me I can end the device. I have tried to reach Lifesafer multiple days. They don't answer chat - I have waited up to 3 hours, and they don't answer the phone after waiting up to 3 hours. I have called and tried to chat multiple times during business hours. I have waited for hours and no one answers. I rely on them to schedule the uninstall - I cannot do it through their website.

  Business Response

  Date: 01/20/2025

  We apologize for our long wait times caused by staffing struggles. Our records show that you were able to speak with us today and your removal appointment was scheduled. We appreciate your patience.

  Customer Answer

  Date: 01/23/2025

  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:01/16/2025

  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.

  I have been trying to get ahold of customer service for days with 3 hrs waits on phone then being hung up on no one answers emails or chat or calls the device keeps locking out and i can't use my car and can't get in contact with anyone the device is defective

  Business Response

  Date: 01/20/2025

  We apologize for the long wait times that are result of staffing struggles as well as any difficulties experienced with the device. We show that we were able to help *********** with her device issue over the weekend. Additionally, LifeSafer's Resolutions Manager will be reaching out to *********** shortly to resolve any lingering issues and to offer direct support moving forward. 

• Initial Complaint

  Date:01/16/2025

  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.

  As a customer of LifeSafer I've subscribed and pay a monthly fee for their service and equipment. The last couple of months their equipment hasn't functioned properly and continually leaves my me and my automobile stranded. I've made several attempts to contact them by phone and have to wait more than an hour to reach someone and in some cases nobody ever answers. When I do reach a representative, they are never able to assist, claim they don't know why their machines don't work, and then are quick to tell me that I have to have my vehicle towed to a local approved installer where I will have to pay additional fees. I've had no choice twice this past month but to pay for tow charges plus fees for their installers to check out their own devices. My last trip cost me $230 for a tow and an additional $40 for the installer to recalibrate the machine again. That was on January 11th. It is now 5 days later and again car is locked out stating it needs to be recalibrated. I've made 5 attempts to reach LifeSafer by phone with nobody answering the call. I attempted to reach them by chat and was told that they don't know why my machine is again locked out and that I have to pay another $40 fee and tow charge to find out. I am disabled and live on a fixed income. I can't afford what this company keeps doing to me. I'd like a refund of my money for the tow charges and the $40 fees they have charged me for unnecessary calibrations.

  Business Response

  Date: 01/17/2025

  We’re sorry to hear about any difficulties with the LifeSafer device. We want to make sure our clients are confident and feel safe when on the road. Someone from our executive leadership team will be in touch with *** ********* ********* to see how we can help.

• Initial Complaint

  Date:01/14/2025

  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.

  LifeSafer has horrible customer service. I waited on hold for over 3 hours yesterday calling into their customer service number just for them not to answer. I need help troubleshooting my device and now I’m stranded in my car because of LifeSafer. They expect you to pay them monthly fees but don’t want to provide any type of service to their customers.

  Business Response

  Date: 01/14/2025

  We apologize for our long wait times, staffing is a struggle for call centers these days. One of LifeSafer's Reputation Managers will be reaching out shortly. 

• Initial Complaint

  Date:01/10/2025

  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.

  The charges for December are incorrect. I normally pay $51 twice a month. They charged me 3 times in December. Also i last had a calibration on 12/31/24 and already the device is showing calibration is due on 1/9/25 which is 10 days from last calibration. It should be every 30 days. That costs me $30 every time to the service center. I have tried to call and been on hold for hours and no answer. I have tried to use the chat and no chat ever answered as well. I did manage to email and got a response however they are telling me they can't do anything about the calibration and that they only see 2 charges on my account for December. I have the charges on my bank statement and they Just charged me again today. If I could just talk to a person and get this figured out that would be great. I will be going back through bank statements to see if any more charges are on there that I might have missed.

  Business Response

  Date: 01/13/2025

  We apologize for our long wait times on the phone and chat. 

  We have checked our LifeSafer records and our credit card processing system and have found only 2 payments in December, on 12/12 and 12/26. *** ****** will need to send proof of payment for this extra charge he's claiming. 

  We are unsure why the next calibration is due so soon, there may have been a glitch in the system while performing the service on 12/31. We have added a $50 credit to *** ******** account for the shop fee he'll need to pay again, plus extra for gas, time, inconvenience, etc. The LifeSafer Resolutions Manager will be in contact today to further discuss and assist. 

  Customer Answer

  Date: 01/13/2025

  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:01/08/2025

  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.

  I have been trying to contact LifeSafer for 3 days now. I’ve been on hold multiple times. Once for an hour and a half and once for two hours with absolutely zero response. I’ve tried the chat option and I have never been connected with an actual person. I have sent emails to which I’ve been given a vague response. I am on a deadline which is tomorrow and I have not been able to obtain the information I need from lifesafer. It is absolutely unprofessional.

  Business Response

  Date: 01/09/2025

  We apologize for the long wait times you've experienced, we're doing our best to staff our call center.  Our phone records show that you were able to speak to us a couple of times yesterday. The LifeSafer Resolutions Manager will reach out shortly to try to resolve the complaint.

• Initial Complaint

  Date:01/07/2025

  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 recently had one of the life Safer interlock systems instilled into my car and not even an hour after i had it installed a lock out date popped up. i attempted to contact costumer support which i waited on hold for hours and didn't even get though. i finally got though online days later. and i was told i would have to come in and get it reset and they would charge me and $80 fee plus a $25 service fee. when i asked about the alleged violations they said it could have been set off by drinking a sugary drink or something of that nature. do not ever get an interlock though this company it is a complete scam

  Business Response

  Date: 01/09/2025

  We apologize for the long wait times, call centers are struggling with staffing and we're doing our best. 

  We are sorry to hear of the problems you've had with your device. I show that we did waive the reset fee today since you're still so new to the device. 

  LifeSafer's Reputation Manager will be reaching out shortly to offer additional assistance if needed.

• Initial Complaint

  Date:01/06/2025

  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.

  LifeSafer refuses to answer incoming calls, placing them on hold indefinitely. LifeSafer also refuses to respond to email communications. We demand a response from a representative who will provide a direct line of contact for future reference. The only alternative is to have the device removed at LifeSafer's expense, and demand a refund for all expenses in small claims court. It should be noted that representatives at LifeSafer also lied about the cost of the service, and that LifeSafer charges redundant items multiple times over to drive bills up. The company is behaving fraudulently and will be held accountable if preliminary communication efforts fail. The AG has also been communicated with. We are seeking for the BBB to facilitate communication as a last resort before taking these actions.

  Business Response

  Date: 01/08/2025

  While we do have long wait times currently due to staffing struggles, we are not refusing calls.

  Our records show that we are charging the fees that were quoted during enrollment, the confusion may be due to Mr. ****** being quoted 14-day autopay fees, but then he chose to pay 30 days at a time at service appointments. There is also an elective warranty/insurance option that is not quoted and chosen until installation, which Mr. ****** opted into. 

  We would never intentionally double charge fees. However, there has been a glitch identified recently causing one start up fee to duplicate on a future invoice that we are working to resolve. This fee did populate on an invoice, but was also corrected on that invoice and never charged to Mr. ******, making this a informal logical fallacy argument. 

  LifeSafer's Reputation Manager will be reaching out tomorrow to try to resolve this compliant with Mr. ******.

  Customer Answer

  Date: 01/09/2025

  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.

  
  

  The business will refrain from responding with an insulting tone. 

  
  

  The business' Reputation Manager has reached out to me and clarified a few things, including the fees that appeared to be redundant. My detailing of those fees, charged or not, by whatever reference if even slightly interchanged, is not a "logical fallacy." There are multiple redundancies in my invoices, but their effect on the total balance has now been clarified if not resolved. Still, the business is at leisure to compose a more respectful closing statement without implying a lack of intelligence on the customer's part. 

  
  

  Additionally, your Reputation Manager, though likely accustomed to engaging adversarially, is unnecessarily combatant and refuses to let people speak, blaming her mistimed interjections on a "delay." The individual would not allow me to finish my final thought, which remains this:

  
  

  "...at the end of it all, considering what I've experienced, I regret going with LifeSafer."

  
  

  I must also point out that the chief line of defense for LifeSafer's actions and policies tends to be finger-pointing. Blaming the installation technician for anything is not acceptable. We have trusted this installer with our automobile servicing for decades. Implying that he is incompetent is outrageous. LifeSafer is not estranged from complaints about similar discrepancies. It seems that LifeSafer actively anticipates errors (perhaps glitches) going unnoticed, and due to their willfully lacking customer service availability, enjoys leaving those that are noticed, unresolved. 

  
  

  A customer holding for over two hours constitutes refusal of the call. If LifeSafer cared about its customers, the hold time would be less than twenty minutes. Clearly, it only cares about itself. 

  
  

  Please respond through the BBB. I do not want another call. My questions have been answered, but I am giving LifeSafer one more opportunity to show some level of acknowledgement outside the apparently insatiable desire to be heard as correct. 

  
  

  
  

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

  
  

  ******* ******

  Business Response

  Date: 01/10/2025

  We apologize for any negativity experienced during the phone call. The Reputation Manager has made herself available to the client for any future needs or issues via email in the event the wait times continue. Please know the long wait times are not due to lack of care, staffing is the cause and we have even employed a third party call center to help, but it's still an uphill battle we're fighting. 

• Initial Complaint

  Date:01/06/2025

  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.

  01/06/2025 is the latest incident. I called their customer service line (with little expectation) to get some help with explaining my on and off lockout issues. Right off the bat, she lady who answered asked for my personal information and I gave it to her. I began by requesting logs and readings of my tests to be emailed to me personally now since i've been having these issues. She responded that I would have to fill out a form and email back to her for them to verify that I am who I am, and then she would begin emailing me the test results. (Scratching me head) isn't that what she did just before I made my request? I just verified to her who I was! Anywho, my second purpose for the call, which is a repeated issue, is I wanted to understand why I was constantly getting these lockouts. I asked her and she mention 12/17/24. I asked what happened on that date? She couldn't tell me but that some thing happened that day where my device automatically began to set a lock out date. I then requested to speak to a supervisor, at which point she put me on hold. being put on hold seems to be the go to move to stall and wait me out. 20 mins later (i have photos screen shots) i couldn't hold anymore and so I hung up. Lifesafer seems to delay, deny, and disconnect whenever you ask them hard questions they don't want to answer. They are a scam and won't ever take accountability for anything that goes wrong. This is so disappointing. i don't know how they are still in business. they're like them slimy door to door roofing and window salesman. After talking to their CSR I feel like i need to disinfect myself.

  Business Response

  Date: 01/08/2025

  We apologize for the long wait times, please know this is not due to a lack of caring, but due to call center staffing struggles. 

  We understand that we briefly verified your identity to be able to speak on the phone, but providing you with records is more serious and needs more in-depth verification via documentation that we keep on your file. Often, releasing records is dictated, and can even be prohibited, by your monitoring authority, as they "own" your records in some states. 

  The Reputation Manager will be reaching out shortly to discuss your situation and work toward finding a resolution.

  Customer Answer

  Date: 01/10/2025

  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.

  
  

  
  

  Scarlet T**** (Lifesafer's Reputation manager) wrote me an email stating that she called and left a voicemail wanting to discuss the situation but, she never did. I can show you my call logs and vm logs. She claims that the issue i was having was to be a operator error, when the scenario she provided was tested multiple times and never resulted in the response she claims. Personally, i am insulted that this company would think we as their consumers, would be as dumb as they think. I requested that she give me credit money I spent to clear the violation-lockout that happened. What made me laugh the most was when she said in her email she called me, but in the same email, she stated that i could not call her back because she doesn't have a direct line. So I can't call a line and ask for you??? Here's my take on this whole experience with this company. They provide a device for people who have been convicted of drinking and driving. Seeing that we are already down on our luck, they want to step on us and squeeze us for what ever amount of money we have left after court takes their pound of meat. They think we're dumb and that they can do whateer they want, we're already on the short end of the stick. 
  
  
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 01/13/2025

  We sent *** **** a recording of the voicemail I left to prove that I did call him. I've also attached a screenshot of our online phone system showing the call that lasted 1:59 to this complaint. Additionally, I emailed him and have responded to his emails, so we're not obviously avoiding him, which I assume he's trying to imply by mentioning this. 

  I'm uncertain what *** **** is referring to when I claimed there was an operator error that he was able to replicate. I mentioned that there are power losses to the device and I suggested he have his vehicle's charging system checked to eliminate that as a reason, then we would check the equipment out. If he's referring to the missed retest, I'm unsure how he would replicate that and say it's not able to be replicated. It's simply a matter of the retest not being taken in the required 15-minute time frame, if he replicated this, there will be another violation on the next datalog. 

  I never meant to imply that you couldn't call and ask for me, that is something you assumed. I was simply trying to explain that our phone system doesn't give us direct phone numbers or extension for a person to call me directly. I said, "Our phone system is online and it doesn't have the option to give us direct numbers or extensions. Not even the top person in the company has this. However, as you can see, you do have a way to contact me, via email. You can also see that I'm quick to respond by email and happy to give you a call at your request." So, either way, I have a way for him to reach me directly and I've responded quickly, within an hour upon his first reply email to me. 

  As *** **** said, he requested a refund and I immediately issued a refund over the amount he requested as a credit to his LifeSafer account. We did this as a gesture of goodwill even though we're unsure what's causing the power losses, and subsequently, the need for that reset service. 

  *** **** has Scarlett's email information to contact her directly to continue resolving this. As stated to him and here, we need a report from a charging system check and we can go from there to assist him.