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:01/03/2025

  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.

  This company is making false reports to the state about the status of my ignition Interlock in my vehicle they said that I had the device removed in June and reinstalled in September which I have invoices for those months that they are saying that it was not installed but yet they're trying to make me pay it so I have a past due balance of 600 bucks even though it wasn't being recorded by the state and they reported to the state that the device was uninstalled if the device was removed why would I be charged for those 3 months I sit on hold for hours trying to talk to someone to never get anyone on the line , the multiple charges on 9/30 are charges for the months that they reported to the state of ******** that I had the device removed,

  Customer Answer

  Date: 12/11/2024

  I may be wrong on a few of my dates or times or something like that but I do have emails from these people showing service fees for June through September, but then it's reported to the state even that the device was uninstalled in June and reinstalled in September and they're still charging me for that time period from June to September, I was charged over ride code that I was told would be waived and they are charging me for missed appointment fees when I've never had an appointment scheduled with the shop because they let me do walk ins every time since I've gone there so they charge me 55 dollars for 2 months in a row for missed appointments and then I also get a violation and extended for 3 months on top that , they said I can't have the device removed until I have the balance paid and I'm on a payment plan with them already and then with the new fees on top of it that ends up being more then what my payment plans is for, they say I owe over 800 dollar and every representative I talk to says something different , I don't see how they can expect me to ever get caught up on anything owed when they keep adding bogus fees and 3 extra month of service that they reported to the state them selfs that it was uninstalled in June and reinstalled in September, 

  Customer Answer

  Date: 12/12/2024

  Okay this company they admitted to charging me for 3 months and reporting to the state that the device was uninstalled for those three months the guy that I was talking to says he's going to cut all ties with me he's not going to respond to any more of my emails about this complaint because it has to do with the dundler department but his department's the one that charged me for 3 months that the reporting department said was uninstalled so I think it has to do with both of these departments I've already spent enough time on hold to get hung up on numerous numerous times in the past and currently I've sent numerous emails dealing with these people I should not have to contact another department to get this resolved these people that work within the same company they should be able to resolve this between them guys to get it suitable outcome for this my my desire outcome would be for them to remove the device for me so I can go to a different company that has some integrity they didn't give me the runaround date try to avoid the bulk of my complaint which was the three months that was reported uninstalled that they charged before that was the bulk of my complaint I did not get them to even acknowledge that part of my complaint until the last couple emails and then either threatening to cut ties with me on the billing department because of that as soon as I called them out on that I have the emails just lengthy emails from these people most of it's me complaining about it because they won't acknowledge it but then they finally doing they threaten to cut all the ties with me through the billing department and to contact a different department which it's impossible to get a hold of these people because they don't answer the phones you sit on hold for hours to get hung up on I don't know how to forward that email I need to I don't have a file of that email I don't know how to download the whole email so I don't know how to post it to this complaint

  Business Response

  Date: 01/09/2025

  It seems as though there is a misunderstanding as to the records and/or terminology used. *** ****** went into a "Failure to Appear" status on 6/14/24. This is labeled as a deinstall in ** ***** system, so whoever was reading the record may not have known this. He returned for service on 9/27/2024 and that's when the DOR record shows as "Return to Service", also logged as a reinstall for the state's recording purposes.

  *** ****** was still in possession of our equipment during this failure to appear period, so he is responsible for paying the daily fees during that period. The LifeSafer Reputation Manager will be contacting *** ****** shortly to discuss this further. 

  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.

  
  

  Because this is ridiculous I've had this device for a year there's multiple violations they're not my fault on here you guys refuse to help getting it I could never contact anybody to get the issues resolved I've been charged for things I shouldn't be charged for okay you're saying that it's listed one thing different with the state and one thing different with you guys but I was still charging monitoring fees even though those three months weren't monitored I was still charged State filing fees even though those monthly fees were used I had to still pay calibration fees even though those months weren't used you know the only thing that would have been legible on all those things would have been the lease fees because the device was installed on my vehicle but you guys did not monitor any of them you guys did not file anything with the state for any of them but I was still charge that stuff as well and I've been getting violations every time I get this thing reset for since I've gotten it okay you guys refuse to help the customer with anything you deny any responsibility for any kind of issue with it that it's always the customer or the shops or the States fault nothing of your guys's own I've had this device for a year now the only thing that I did was I went to prison for 3 months and that's all I did wrong those 3 months I went to prison okay and you're charging me extra for things that weren't used they're in those 3 months obviously you guys don't even monitor the the stuff because you'd be able to tell if you did that I'm not blowing dirties that I wasn't in the car when those violations occurred but you guys don't monitor there's a camera in the car for a reason I thought but you guys must not have reviewed them at all to verify that I'm not in the vehicle in these violations happen what are you guys actually monitoring you're monitoring how much money we're paying you'd find her that very well but you don't monitor anything else you guys don't even monitor the amount we're paying we can't contact you to try to resolve any issues because nobody ever answers I'm not the only one with this issue everybody has this issue with you guys I've complained about this device falling out from underneath my dash multiple times never has it been said anything about bringing it to the shop I've told the shop they look at it and they just kind of brush it off I told customer service that the device was falling out when I was talking to them through billing and everything nothing ever gets done they won't just let me schedule an appointment it has to be scheduled through you guys for service on this thing or else I'm going to be paying out of pocket which I can't afford because I'm paying three four five hundred dollars a month on fees for you guys

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

  Business Response

  Date: 01/13/2025

  As explained to *** ****** previously, the daily fees don't stop because he's not using the device. As long as our device is in his possession, all of the daily fees continue, as we're unable to collect money on it from installing it for someone else. There are no "state filing fee" as he calls it. If he's referring to our reporting fees, those don't stop just because he's not getting service. We are still required to communicate with DOR regarding his account should they reach out, so our reporting responsibilities also don't stop just because he's not actively using the device. 

  We've advised *** ****** that we will ensure his device is checked out once he brings the vehicle to us, but at this time, the vehicle is inoperable, so we're simply waiting for word from him when it can be towed to the service center. *** ****** has our Reputation Manager's direct email to help him set this up when he can.

• Initial Complaint

  Date:12/30/2024

  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 reach LifeSafer for an hour per phone call and each time after an hour wait your system disconnects. I am having issues with my device which has and is hindering the use of my vehicle to get me to and from work. The company I have downloads done state no one can service my system without approval from you. This is not possible because no one answers the phone or chat. How is it fair for me to pay for your service and I can not use your system. Also I have a appointment scheduled for Jan 14, 2025 but the device states I will be locked out Jan 4, 2025. Someone need to reach out to me ASAP. This is something I may need to seek legal counsel over. Please contact me.

  Business Response

  Date: 01/03/2025

  We are sorry to hear of any hardships with the LifeSafer device. Please know that this time of year results in a lot of low batteries and while it may not have an effect on many vehicle systems, the device can't work properly with low battery voltage. This will result in aborted tests, device having no power, and violation recalls.

  The LifeSafer Reputation Manager will be reaching out shortly to provide assistance. 

• Initial Complaint

  Date:12/30/2024

  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 sent and email, waited online and called the customer service help line. I need a simple code so that the mechanic can start and stop the car without me being there. This is ridiculous. There should be an option online to generate this code for mechanics. I have a claim I need taken care of so my car can get fixed. Lifesaver is not helpful whatsoever. I will never recommend this company to anyone.

  Business Response

  Date: 01/03/2025

  Each state has strict regulations when it comes to bypassing the ignition interlock device. To protect our clients with their state mandated program and keep them in compliance, LifeSafer takes necessary steps to ensure we meet those regulations. Additionally, we require and retain documentation on file should the state/probation/court question the bypass. We understand this may take longer to process, but it is the best way to protect our clients. Once we've received the required, signed documentation, we will contact the mechanic in 24-48 hours, unless the repairs are due to start later, then we'll wait to contact until that time.

  We received the documentation from the mechanic 12/31 and contacted the repair center on 1/3, approximately 48 business hours from when we received it. (Please note that 1/1 was a holiday, so with most shops being closed that day, we also didn't process any mechanic paperwork that day.) Our Client Services team member who handles bypass requests contacted Mr. Singh's repair shop today and the shop has his direct phone number to reach him when they're ready for assistance.

• Initial Complaint

  Date:12/28/2024

  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 cannot get Lifesafer to remove my device. I met court penalty on Nov. 6, 2024. I spoke to local installer and was informed the corporate company needed to authorize the removal. I have called 4 different numbers and spent at least 7 hours negotiating the phone tree and on 2hours holds "due to high volume calls with expected wait of over ten minutes.". I have emailed 2times with the state document approval for the removal of the device. I have heard from no one. It has cost $240 beyond my required penalty. I would like to be reimbursed and the removal waived for my time of $50 per hour for 7 hours.
  My pain and suffering due to company's lack of response is priceless.

  Business Response

  Date: 01/03/2025

  As explained to Mr. ****** previously, we are prohibited by state regulations to remove the interlock device prior to having the release letter on file. As seen in the attachment, the letter was not issued until 12/2. This makes the claim of $240 beyond his "required penalty" something we have no bearing on. Regarding this last month of service that Mr. ****** paid, we will credit back any unused days from the date he removes the device to go toward the removal fees.

  The LifeSafer Reputation Manager will be in contact with Mr. ****** soon to make arrangements for removal. 

• Initial Complaint

  Date:12/27/2024

  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.

  My car needs mechanical service. The shop has not received any response from LifeSafer. I have attempted to contact them to find out what is going on but the chat is down and I can't get a customer service representative. The message is the wait is more than 10 minutes, but a person never comes on. How do you expect people to work if you won't approve car repairs? It is ridiculous that it takes days and days to get service approved, no one answers the phone and the chat doesn't work.

  Business Response

  Date: 01/03/2025

  LifeSafer received the mechanic documentation online on 12/24 with a repair date of 12/27. We can't provide mechanic bypass assistance until the vehicle is present at the repair shop, so we had it set to call the repair shop on 12/27, which we did. We apologize for the long wait times when reaching out to our call center, but we do show this issue has been resolved. 

  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.

   

  On the morning of 12/27/2024, I contacted the business who stated they had not received a reply from the request sent on 12/24.  I was unable to get anyone on the phone and the chat was not working for an extended period of time.  After a few hours, the chat was back online and after waiting for a representative for an extended period of time, chatted with someone who told me Lifesafer does not accept the Electronic form which is on their website for mechanics to use.  She stated the only option was to print a form, have the shop complete it and with scan and email or fax it in.  I printed the form and took it to the shop.  They emailed the work order to Lifesafer, but did not have the capability to scan and email the request form so attempted multiple times to fax it, but the fax was not accepting calls.  They finally got it to go through and received a call from the shop later that afternoon with the codes.  They did a diagnostic and found the issue, but would have to order parts.  The issue did not impact driving safety, so they reconnected the device and sent it home to wait on the parts.  When they called on 12/30 stating the parts were in, I once again tried to call Lifesafer, but was never able to speak to anyone due to "high volume".  After over an hour waiting on the chat, I finally chatted with someone.  I explained the shop had sent the car home to wait on parts and now I needed to take it back in to have the repairs done.  Could the shop use the same codes or were there other steps that needed taken?   I was told it would not be an issue for them to use the same code, just take it in the next day for the repairs.  I was told that I would need to take it to a service center after the repairs were complete to have it reset.  Nothing was stated that having the repairs done would result in a violation and violation reset fees.  The car was dropped off on 12/31 with no issue and when it was picked up at the end of the day it registered as "violation" and I was given a time period before a lockout.  It was taken to the service center where I was charged $25 and then I was also hit with a $55 charge by Lifesafer for a violation reset fee.  I have emailed with Lifesafer about this and they say there is nothing they can do.  I need a refund of the fees or a credit put on my account for at least the $55.  I asked what to do and was told I could just take it to the shop and reuse the same code.  The violation needs removed from me and I need reimbursed.  

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

  Business Response

  Date: 01/10/2025

  There seems to be a misunderstanding with that 12/27 conversation. *** ***** advised he submitted the form online and the agent advised it has not been notated as received on his account. She wasn't trying to imply that the form is invalid, because it is valid and does work, but was simply offering another option to submit the form since we hadn't shown it was received yet. It was in fact received on 12/24 via the website and we contacted the shop on 12/27 to provide bypass instructions. As stated on the mechanic's forms and website, it can take up to 24 business hours to process the forms and contact the repair shop. Since 12/25 is a holiday, it was ~48 hours from the receipt of the request to the contact with the shop. 

  As it's already been explained to *** *****, a mechanic bypass does not keep the device from recording activity and a violation can still occur, per state and national regulations. The bypass is simply to allow the mechanic to work on the vehicle and be able to start the engine without needing to take tests. Unless a reset is due to a device issue or something on our side, clients are always responsible for paying reset fees. However, since this is *** *****'s first reset, we will refund the reset fee back to the LifeSafer account to resolve this complaint as a one time courtesy.

  Customer Answer

  Date: 01/10/2025

  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:12/26/2024

  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.

  To whom it may concern. I was cited for a DUI in ***** and required to have this device installed in my car, this company is charging me a monthly fee for ********** State DOL $21.00 and a ********** State Patrol daily service fee. Let me preface this by saying I have made several attempts to resolve this over the phone and via email to no avail. This business routinely makes me wait on hold for 1 hour, 1.5 hours, and even 2 plus hours every time I call for customer service. In my last correspondence, I was told that the ********** DOL will have to resolve this matter. I spoke to The ** DOL today and they said they are not responsible for this billing nor do they show any cause for me to be charged these fees! This company is supposed to be reporting to ***** NOT ********** on my behalf. I am asking for a refund since they have NOT been reporting to the correct authority even though the know explicitly that ***** is where the infraction took place.

  Business Response

  Date: 01/08/2025

  We apologize for the inconvenience of the ********** charges, this is an unavoidable circumstance due to getting service in **********. However, *** ******* does not owe those fees and we will make it right and refund all those fees that have been charged. 

  *** ******* is mistaken regarding incorrect reporting. His account is set up with ***** settings, however ***** doesn't accept any sort of records or reports for interlock installation, service, etc. so there is no reporting that has been missed. The only time interlock companies would send reporting is if the client advised of a probation officer wanting them. Therefore, no refunds other than the ** fees will be refunded. 

  Our Complaints Manager will be in contact with *** ******* shortly.

   

  Customer Answer

  Date: 01/15/2025

  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. Scarlett called and explained what was going on and refunded me. She was so helpful and friendly.
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:12/26/2024

  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 referred to Lifesafer back in 2021 and was switched to Intoxalock back on August 16, 2022 by the state due to ongoing issues with Lifesafer. I also called them to advise them of the switch and to send me a label to return the device. I never received the label to return the device. I pulled my credit report and see that I'm in collections, I immediately called them to resolve this issue. I spoke with a rep who advised me to speak with another department. The rep I first spoke with saw the notes and the call I made on Aigust 16, 2022 asking for a label. He referred me to accounts resolution. I spoke with a Nate S**** on December 19,2024 and explained to him my situation, he advised again that they have not the removal order. I called the state and spoke with Officer Carina R****** who advised me she would she the email again. This the second email Lifesafer claims to not receive. I ask the state to send me the email, they would not. Ms. R****** also confirmed email was sent August 16, 2022. I emailed Nate to advise him of my conversation with Ms. R****** and as if today they Lifesafer claims they don't have the removal order. I don't know what else to do, I even ask for the mailing address to send back the device- no one will provide me with mailing address. I believe the goal of the company is to take advantage of people and charge them a ridiculous amount of money , that will effect there credit. I just want to return the device.

  Business Response

  Date: 01/03/2025

  Upon further investigation, LifeSafer will waive *** ****** accumulated service fees due to the removal order being received in 2022.

  Upon return of the portable monitoring system, LifeSafer will initiate a credit removal request of debt from the client's consumer credit file. This process typically takes 15-30 business days from the date of request.

• Initial Complaint

  Date:12/23/2024

  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.

  Here i am filing my third complaint about this company. I'm currently on hold with life safer it's been 58 minutes so far and counting. I'm currently locked out once again for who knows what. My device says violations but I just had a new device installed one week ago today and I'm currently locked out. I cannot get ahold of anybody I'm stuck at home from work losing hundreds of dollars today and now going to be locked out over the holidays for no reason besides this companies faulty device and due to not being able to get ahold of anyone to get a lock out code. I've had my device in to be calibrated or reset 3 times in the past month. This company has cost me way more than it has needed to including time money and soon to be my job it's looking like. On top of it all, ever since last Monday when the new device was installed my truck is throwing a code saying lost communication with the transmission control module. If you as a company cannot keep up with the workload you already have then stop taking on more work you're messing with people's lives and this shouldn't be allowed. I will be consulting with an attorney in regards to filing a lawsuit. I've sustained enough damage from this crap. I don't drink at all so this is ridiculous. I've documented everything and will be taking action as soon as possible. Next i will be suing the mndps if I have a case aswell. I've had it!

  Business Response

  Date: 01/10/2025

  We reached out to *** ******** by phone and email when he left the last 2 BBB complaints with no answer or reply back. We are unable to help him resolve these issues if he refuses take our calls or respond to our emails. He is incurring the same violations repeatedly and we'd like to advise him what these are so he can avoid them moving forward. One of LifeSafer's Reputation Managers will be reaching out again today to try to assist *** ********.

  Customer Answer

  Date: 01/14/2025

  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.

  Tomorrow will mark the 7th week in a row that I've had to take my vehicle in to get reset due to it scheduling me for lock out the day after I get it reset. This is not my fault I am not doing anything I ng to violate. I don't drink at all so you can try and say I don't answer your calls but I have multiple screen shots of me being on hold for 2+ hours and some times never getting through to you. Regardless of whether you or I answer calls, I certainly shouldn't have to miss 1 day of work per week the past 6 and tomorrow now 7 days of work missed at 350 per day only because your machine is malfunctioning shouldn't be my fault this is ridiculous and I'm refusing to pay the money I owe you due to this problem on top of that you gues added 200 week I've had to bring it in due to your machine malfunction. Lastly ever since I had a whole new device installed my check engine light comes on and throws a code that says lost communication with the transmission control module. I just had this trans rebuilt it was doing great till I got my device replaced 3 or 4 weeks ago. Even the shop hasn't made me pay because I've been in every week. I'm about to lose my job because of this. This stupid device cost me 2000 extra dollars because it fried my batteries and my body control module when the trans shop was replacing my transmission. That alone cost me 3 months of down time while they tried to figure it out. I've been dealing with this ignition interl9ck for going on 5 years now since I got my dwi. I don't drink! If this cannot be resolved I'll be contacting an attorney to see what can be done about this because I've about had it. Oh and when my camera falls and the shop tells me to put it back up rather than them doing it shouldn't be allowed considering I can't tamper with the machine and it's not my job to fix it in the first place.

  
  

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

  Business Response

  Date: 01/17/2025

  *** ********** vehicle was inspected by our service center yesterday. It was determined that the alternator in the vehicle is bad and this was causing the device to read the engine on later than it actually is. This combined with *** ******** leaving the vehicle running is causing the device to log violations. It is in our contracts that clients are responsible for keeping their vehicles in good working condition in order for the device to operate as intended.

  We have already waived at least one fee for *** ******** and the current balance on the account is valid and due immediately. However, we have an option for a payment plan and the information to establish a payment plan was emailed to *** ******** today. 

• Initial Complaint

  Date:12/19/2024

  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 been a LifeSafer costumer since September 2024. I recently had charges related to my requirement for my interlock device dismissed. I provided all necessary paperwork to LifeSafer via email and was told I was eligible to have LifeSafer schedule my deinstallation appointment. This is not an appointment I am allowed to make myself through their website, and I am not allowed to make the appointment directly with the body shop even though I have written approval from the court, DMV, and LifeSafer. I am dependent on LifeSafer as a 3rd party to schedule an appointment.
  
  That said, I have spent HOURS upon HOURS all week trying to get through to LifeSafer’s customer service. They do not answer the phone. There is no call back option so I am left waiting on hold listening to the same automated message over and over. They offer the option to chat with an agent from their website - however I can’t get through to anyone there either, and the chat periodically is unavailable.
  This has been an AWFUL customer experience. All I need is to schedule an appointment.

  Business Response

  Date: 12/19/2024

  We apologize for the long wait times. We show Ms. ******* was able to reach us yesterday and again today. Yesterday, we advised Ms. ******* that we did receive the necessary documentation to set set up a removal/deinstallation appointment, but the shop was already closed, so we would need a call back today to schedule it. Our notes show we were able to schedule that appointment already today. 

• Initial Complaint

  Date:12/17/2024

  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.

  They charged me twice for Initial Administration Fee of $39.99 on 11/27/2024 and since then I am
  
  trying to reach them by phone and chat with no success.

  Business Response

  Date: 12/18/2024

  We apologize for the overcharge on our autopay system and for the issues reaching us as we are currently experiencing higher call volumes. The $43.79 overcharge was refunded back to the card *** *********** paid with and a receipt was sent from the credit card processor. *** ********* should allow up to 5 days for his bank/credit card company to make the funds back available to him. LifeSafer's reputation manager will be sending *** ********* an email so he can reach out if needing any further assistance. 

  Customer Answer

  Date: 12/18/2024

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