Alcohol Detection System

Re: Complaint ID#: [redacted]To Whom It May Concern:Please accept this letter as ADS’ response to the above-referenced complaint dated October 31, 2016. Alcohol Detection Systems, Inc. (“ADS”) installed an ignition interlock device (“device”) into Mr. [redacted]’ vehicle on September 2, 2015. At that...

time, Mr. [redacted] entered into a contract with ADS and elected to participate in ADS’ mail program. Per his contract with ADS, the monthly fee is $69.00 plus an additional $10.00 per month for the mail program for a total of $79.00 per month.ADS’ devices are set for service every 60 days plus a 7 day grace period to allow for calibration (or mailing in Mr. [redacted]’ case). ADS offers a 30/60 program wherein clients are billed every 30 days for the 60 day service. Mr. [redacted] opted for this program. To qualify for this program, the client must maintain a valid debit/credit card on file and their account may not be in arrears. In March 2015, Mr. [redacted]’ credit card declined several times and his account became delinquent. At this time, he was removed from the 60 day program and placed on the 30 day program and he opted to pay by mailing in his payment by check. This change was explained to Mr. [redacted].Thereafter, Mr. [redacted] had multiple violations and was returned early for service many times. As required by the State and as stated in Mr. [redacted]’ contract with ADS, once the device is returned early for service, there is a lockout fee due. These additional fees Mr. [redacted]’ incurred are due to his actions and not due to the device malfunctioning. Mr. [redacted] claims he missed work and college courses due to the device not working properly; however, the device was working according to the guidelines required by the State which did not allow Mr. [redacted]’ to start his vehicle once in lockout mode. Since Mr. [redacted] mailed in his payments, lockout codes could not be issued until payment was received which delayed service of his device.Regarding Mr. [redacted]’ allegations of disrespect and attitude by ADS employees, ADS values each and every client with the utmost respect and provides our clients with friendly and polite customer service. It is ADS’ protocol to not engage in conversations with clients who are verbally abusive. When speaking with Mr. [redacted], our Office Manager was not able to maintain a professional conversation with him and therefore advised him that she would be ending the call and that he was welcome to call back at a later time. Mr. [redacted] called back and spoke with me, a supervisor with ADS. Therefore, his allegation that he was not able to speak with a supervisor is without merit. During my conversation with Mr. [redacted] he again was not able to maintain a professional conversation with me and demanded that I provide him with the lockout code. I advised him that I would be happy to assist him; however, he must pay the lockout fee before the code was issued. He refused and continued to use inappropriate language during our conversation. He then asked to have the device removed from his vehicle. I advised he would need to contact the main office to schedule that appointment. To date, he has not called to schedule the removal.
ADS has repeatedly attempted to amicably resolve Mr. [redacted] issues, and is willing to work with him to arrange for the removal of the device. Since the device did not malfunction and operated as is required by the State, ADS will not issue a refund for the fees paid by Mr. [redacted]. Any and all fees charged to Mr. [redacted] were in accordance with his contract with ADS.A copy of the contract will be provided upon request and with Mr. [redacted]’ permission. Should you have any questions, please feel free to contact me at (503) 348-6104.Sincerely,Andrea O’C[redacted]