ComplaintsforLifeSafer

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Lifesafer device was scheduled to be removed on November 4, 2024. October 31 I spoke with a Lifesafer agent and he told me to pay $14.84 to cover the three days of usage, November 1, November 2 and November 3. As of October 31, my account was paid in full and had a zero balance Lifesafer charge me the $14.84. November 1 Lifesafer charge me $69.58 for two weeks of usage which would end November 15. Since the Lifesafer agent did not put an invoice on my account for $14.84 Lifesafer auto charged my account $54.74. Today is November 18 and I spoke to them again on my refund request of $54.74 and they said that it cannot be done because in the state of Texas they cannot refund money for unused service provided. When in actuality, they overcharged me $69.58 but I had a three day credit on there. My Lifesafer device was removed on November 4 as scheduled and I was charged $182 when the Lifesafer agent told me it would cost me $150 for removal. I tried to speak to any supervisor of the company, but the Lifesafer agent would not transfer me and refused to transfer me for additional help. I realize $54.74 is not a lot of money but it’s more about principal because I feel like this company has stolen money from me for services is not provided.

  Business response

  11/18/2024

  Our sincerest apologies for the miscommunication with this account. This is being addressed with LifeSafer management in *** ************ area, and someone from that team will be in contact with him to see how we can help. 

  Customer response

  11/18/2024

  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.

  
  

  
  

  (All Lifesafer has done is to assign the issue to a department closer to where I live. Nothing has been resolved yet.)
  
  
  
  Regards,
  
  ***** **********
  

  Customer response

  11/20/2024

  This Complaint has been resolved with Lifesafer and I am satisfied. They issued a refund. Thanks.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on hold for over 2 hours. I have an intoxalock from LifeSafer and was locked out. I am stuck at a grocery store. I lost a project/job repairing a water pump because I was not there. I am about to lose a second project. I have been on hold for 2 hours and don't know what I can.

  Business response

  11/08/2024

  We appreciate the feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, as we are currently experiencing higher call volumes and call centers are struggling with staffing. We encourage *** ********* to contact the manager, Scarlett, that he was already in contact with back in march to avoid these long wait times. We do show that *** ********* was able to reach someone today and get assistance. 
  
  

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had this device since March and have ran into multiple problems. They’ve had to switch out my device twice already due to it not working properly. Which I had to pay for. My biggest issue happened today. I had my device recalibrated not even a month ago and the lockout and service lights started blinking yesterday. I made an appointment for today to get it serviced, even though it’s not due, and when I went to get in my truck to take it, my lights are now solid and my truck won’t turn on. It’s 30 degrees, I have no one to pick me up and a tow truck can’t fit in this parking lot. My wife is with me as well as my 7 month old son. I have been on the phone waiting to speak to someone for 1 hour and 7 minutes at this point and cannot get through. I tried the live chat and it said it was not working due to a connection error (tried it 3 times). How is this okay? As a business, you’re leaving your customers out to dry. We are without a heater, and freezing with our baby and you guys can’t answer the phone??? This is CRAZY.

  Business response

  11/08/2024

  We appreciate the feedback and apologize for the lengthy hold times when reaching out to our Customer Support Center, as we are currently experiencing higher call volumes and call centers are struggling with staffing. The device was only swapped out once and it was not because of a device malfunction.

  The LifeSafer Reputation Manger will be reaching out to *** ********** to help. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the worst company with which I have ever had to deal. Over the years of having to use their service, it has been a nonstop nuisance. On 11/6/2024 I had a monthly re-calibration scheduled. However, when I went to doublecheck my appt time, it said I was scheduled for a de-install instead. I called the mechanic and he had no idea how that happened as he is the one who scheduled it the month prior like he always does. I tried to change it online and could not. I sat on the line waiting for 25 minutes for customer service to help me. Finally, someone got on the line and supposedly fixed the issue. I went and completed my re-cal as scheduled with the mechanic. Today, I received a text from Lifesafer that I missed my re-calibration and will be locked out on a specific date. My mechanic scheduled me early this month because he is going on vacation. I am currently on a CHAT with Lifesafer and they are telling me that my appointment was missed and I will be locked out before my mechanic gets back from vacation. Surely, they can tell from my device that it was re-calibrated! I just received this chat text. K**** 09:38 am I do apologize the inconvenience but we unfortunately don't have remote access to adjust lockout, if your device is displaying service reminder or lockout you would need to go back to the shop so they can run the service again My mechanic is on vacation and these incompetent jerks are going to inconvenience me once again! Something needs to be done about this company!

  Business response

  11/08/2024

  We are sorry to hear of any difficulties with our devices. The LifeSafer Reputation Manager is looking into this and will be in contact with Ms. ****** shortly.

  Customer response

  11/11/2024

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

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged 69.95 for a service fee and the institution issued a seperate charge for 69 95. This doesn't seem to be an error but a discreet attempt to overcharge vulnerable clientele

  Business response

  11/08/2024

  We don't see any charges or payments in the LifeSafer system for $69.95. The LifeSafer Reputation manager will be in contact with *** ********* shortly to assist with his concern.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/16/2024 I was mailed a device for swapping out to recalibrate the old one. Upon installing the new replacement, I noticed a significant difference in the audible sound it makes telling you to blow… it was significantly lower in volume. As it was 5:30 am I continued to drive to work , knowing that no one would answer at customer service. My commute is 1 hr. After arriving at work I had to restart the vehicle to go on to another job site, when I noticed the service/lockout lights flashing. I called customer service wha said I must of missed several blowings. Not true. I explained the issue and she said I would have to pay $80 upfront and then would get it back. Since then, I have tried to contact a manager for over a week with no luck. I have been told 2 times 1 will call me back. Customer service is awful and unwilling to understand my side. I agree I may have missed 1 blow but it was due to the lack of audible sound/reminder. Since I had to mail it back I can no longer prove it. I did however have a judge listen to it before mailing back who agreed with me that it was considerably different in sound. This company has the worst customer service/Managment team ever and takes advantage of customers by making them pay up front promising great customer service and then is non existent. Also the online portal has said I have a balance since day one but everything is auto deduct. Customer service has been notified several times to fix but just says it’s fine. My worry is they will deduct it and it is not supposed to be there and then I’ll be trying to explain again … honestly, can’t believe this company can act this way specially when it has to do with the government company should be shut down immediately and until they can fix their customer service, you have to wait at least 30 minutes every time you call just to talk to a human absolutely ridiculous.

  Business response

  11/05/2024

  ** ****** called us and advised that he was out of the vehicle (unloading something) and when he arrived back it was asking for a test. The device is not meant to be heard from outside of the vehicle. Despite what ** ****** claims the agent said, "would have to pay $80 upfront and then would get it back," that is not what he was told. The agent told him he could dispute the fee but would have to pay up front. The purpose of the dispute is to investigate if the violation and subsequent reset was due to a device issue, as we will reimburse/refund if it was the fault of the device. This device was used by someone else prior to ** ****** and has been installed for someone else since, with no complaints about volume. Typically, we will refund the first reset fee for a client as a courtesy and consider it a learning curve, however we already did this for ** ****** previously. Despite all of this, we will once again, extend a courtesy and refund the reset fee as a credit to the LifeSafer account.

  Regarding the online account showing a balance. That is a an issue that occurs on the client's online account only in certain situations. The LifeSafer account showed a $0 balance prior to the credit I just added. We would not collect this balance that he sees because it doesn't exist anywhere else. However, we do apologize for the discrepancy, it's something our IT team is working on.

  We truly apologize for our wait times, as we are doing multiple things to combat it, but staffing is a real struggle for call centers nationwide. The LifeSafer Reputation Manager will be reaching out to *** ****** and she will be available to assist him moving forward. 

  Customer response

  11/06/2024

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about LifeSafer ignition interlock. They are a predatory business that preys on a captive customer base. I had almost completed the year long program, but was extended an additional year due to their sketchy business practices. They are also impossible to get in touch with over the phone, through email, or through their chat service. I would advise anybody to be aware and use a different company.

  Business response

  11/04/2024

  LifeSafer does not control if a client's program gets extended. Everything is determined by state regulations. We do apologize for long wait times, as call centers nationwide are struggling with staffing. We have implemented several new methods to try to cut down on wait times, as we do not want our clients to be inconvenienced. 

  LifeSafer's Reputation Manager will be reaching out to Ms. ******** shortly to try to assist.

  Customer response

  11/06/2024

  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.

  
  

  
  

  Again, I spoke with the state and told me they wouldn't have extended me if they had gotten different feedback from you at the time of the incident. You're continuing to blame the state when you're dishonesty at the time of the incident, is what got me extended. You had the power to take responsibility and make an exception, but of course chose to collect another year of my income instead. 
  Also, please stop blaming your lack of adequate staffing on "nationwide staffing shortages". Your inability to be adequately staffed should not be your paying customers problem. If you are not adequately staffed, stop taking new clients. You would never turn down the money in order to be able to provide good customer service. Just because someone gets a DUI, does not mean they do not deserve basic human decency and respect. 
  
  
  
  Regards,
  
  ******* ********
  

  Business response

  11/06/2024

  It seems as though we are getting different feedback from the state. Again, we hate to see any clients inconvenienced or have to spend more money. Unfortunately, extensions are not up to the interlock companies, so there is nothing further we can do at this point. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When we initially contracted they intentionally gave us the old device. I had to fight for the new one. I now have a faulty device, which continues to randomly work & costs me a substantial amount to tow my car & unlock my device. I have called & emailed this company to speak to a supervisor with no response! This is causing me significant financial & mental hardship

  Business response

  10/31/2024

  The standard device for ******** clients is the *****, which is what *** ******* is referring to as the "old device." It is our original model, but isn't necessarily an old device.The **** is a different model, but there are **** devices on the road that are older than the ***** devices. There is nothing nefarious behind us giving *** ******* the ***** model, as it seems that's what she's indicating, it's simply the device ** clients are typically given.

  Our records show that there have been no device errors, there simply seems to be issues with her testing technique, as shown by the multiple "abort" readings on her logs. Abort readings indicate the device isn't receiving a proper test, either the amount of air or the humming is incorrect. Please note that interlock device specifics are determined by state regulations and cannot be adjusted, except for the amount of air required can be reduced for medical conditions. To satisfy *** *******, the tech did change out the handset on 10/28 to see if she could work better with a different handset. If *** ******* is having issues with this new handset, then we know it's a testing issue, since it's now happened on 3 different devices -- we can see she's had many aborts on the original ***** device and the **** device we exchanged that for

  Additionally, towing is unnecessary in ******** as we can provide a code that temporarily overrides the lockout so the client can drive to service. The caveat with that is the client will need to be able to pass tests to start the vehicle and drive once entering the code. On this same note, the device was warning *** ******* that it would lockout before it did and she was given a chance to get service before it locked out, but failed to do so, which is when it locked out. 

  The LifeSafer Reputation Manager will be reaching out to *** ******* shortly to discuss her situation and attempt to resolve her concerns.

   

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022 I had received a dui in the state of *******. I installed LifeSafer’s interlock per ********* laws and have had the device installed in my vehicle for more than 12 months now because I was told on the phone by a representative that monthly trips to the electric shop where it was installed were unnecessary. Come December of 2023 I had been locked out of my vehicle while not driving it at all after putting it on a battery charger. I had not driven my vehicle since installing it. After being locked out I called LifeSafer and was on hold for less than an hour. I was told to begin taking it to be serviced every month and that the prior months during which I had the device installed would not count towards completing my time allotted by the ******* courts. I was furious but took it at face value with out complaining about what I was previously told by a representative and began to have it regularly services during the summer. This October 2nd I drove over to the auto-shop where I typically would have it serviced and they told me that LifeSafer would need to collect $180 in addition to their service fee. I did not have this much in my account at the time and would be paid Friday however by the time payday rolled around my vehicle was locked out. I have called numerous times and each time been on hold for more than an hour and a half. I have even had the time I have to have the interlock on my car extended for failing to follow their protocol of not having it serviced when they told me on the phone that it was wholly unnecessary. I have still been unable to speak to a representative to receive a code to drive to the auto-shop to have it serviced for this month and would like to have the months during which I was informed it was not needed to be serviced to count towards my time!

  Business response

  10/30/2024

  We don't believe that any of our agents would tell a client that they wouldn't need to come back for service. ******* allows monitor services to be done at 85-day intervals, so he wouldn't need to come back monthly -- maybe that's the misunderstanding that he wouldn't need to come monthly, because he would need to report approximately every 3 months.
  
  We don't show any calls from *** ******** number in December, specifically, there were no calls from 10/4/23-1/27/24. We show he called us in October '23 requesting proof of installation to be sent to ** MVD, to which MVD advised us that he had active requirements and that he needed to reach out to them.
  Upon installation, *** ******** device was serviced out to 12/23/24, so if he was advised that his time wasn't counting in December, it would've been due to those unmet, active requirements from MVD, not due to anything regarding the interlock. In most states, the interlock time will not begin until you have certain other things completed or fees paid to the requiring state entity -- MVD/DMV/DOR etc. The interlock companies don't advise when/if the time starts, that's between the client and the state entity because we don't have access to client's driving records. 
  
  Regarding his complaint about the 10/2/24 payment, our Account Resolution Team who handles past-due clients, spoke to him on 6/24 and set up the payment plan that he agreed to. This payment plan said that *** ****** would pay $165 plus the shop fee each month until his balance was paid off, unless he was ready to remove and at that point any remaining past due balance would need to be paid. *** ****** already made one payment toward this agreement on 7/3/24, so there's no denying he was aware and agreed to this plan. 
  
  Interlock company fees are for the time the device is in a client's possession. There are no discounts for times where the client is locked out or not getting credit with their monitoring authority, as that device is in their possession and unable to be leased to someone else. If *** ****** can provide something showing that a LifeSafer agent told him that he wouldn't ever have to report back for service, we would take that into consideration  We don't believe that obvious of a rule for interlocks would be something an interlock representative would incorrectly advise a client. We believe that *** ****** may have simply misunderstood. Even in that case, it is the client's responsibility to know what their monitoring authority expects of them, that is not something the interlock companies are responsible to convey. 
  
  The LifeSafer Reputation Manager will reach out to *** ****** within the next 24 hours to discuss this matter more thoroughly to ensure *** ****** understands things fully and can continue his program successfully until it is completed.
  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to have an interlock device for 2 years per state of ******** dmv. Removal date was Sept 29th 2024. I contacted lifesafer before that date to verify removal and at that point they stated I was to keep device until may 25th 2026. I renewed my drivers license today 10 25th 2024 and was notified when I called dmv that I was renewed no restrictions and no interlock device. I had a monitoring apt Wed the 23rd where I paid 167.94. I contacted lifesafer to let them know that I was no longer required the device and I'd like my money back for the 10/23 apt since they had misinformed me. I was refused my refund and even argued with that I needed to keep the device longer. This is a.crooked practice and I would like my money back. They also need to be looked into because I am sure I am not the only one who this has happened to.

  Business response

  10/28/2024

  On 9/9/24, *** **** reached out to us and asked about her removal date. We advised her, " It shows 05/26/2026 however we encourage you to check with your monitory[sic] authority." (This should have said monitoring authority.) She didn't reach out again until 10/13 and at that time we still showed the 5/26/2026 date in our system, so we advised her that she may need a lease extension and gave her the forms for that. She didn't reach out to us again until 10/24 after her last service appointment before the removal.

  What is often misunderstood by clients is that the interlock companies have full access to their driving records and have full knowledge of their state requirements, which is not the case. If the state sends us a date, like they sent us the 5/26/26 date, we will notate that on the account, but we try to make it apparent that we don't always have the most up-to-date information, since we do not have access to clients' records. If a client asks us to remove the device we will. We will never deny a removal request, we only provide the information we have. If *** **** had asked us to remove the device prior to 10/23, we would have. However, if you get service and pay for the next month, 45 days, however many days, that payment is processed and non-refundable. Per our contract, any days paid to us are non-refundable because it is the client's responsibility to know their requirements and end date to ensure they are only paying for the days they need. No refund is available to *** **** because she never requested removal prior to the last 45 days of service she paid for on 10/23. We apologize for the misunderstanding, but are unable to issue a refund. 

  We have attached a portion of *** ****** contract with the sections regarding refunds highlighted.

*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. ↩