AutoSafe

Complaint: [redacted] I am rejecting this response because: There was no damage to the camera it was simply unplugged by the tow companyThe tow company will not accept responsibility for unplugging the cameraI did not unplug the cameraSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Your explanation of services not transferred from state to state is faultyI expressed every time I went in for services that I have resided in OR for several years but had an out of state situation where the interlock was installedThe original installer was also made aware of this factI am not in the business of interlock nor do I know the protocol for such servicesThat is your company's job, not mineClearly you need to rethink and possibly retrain your people to handle things differently when they have all the cues and proper responses to questions asked of a customer who has fully cooperated I had, until your response, been at the very least satisfied with the level of courtesy, even if procedures weren't followed, provided by everyone I've talked toMaybe you personally should think about take lessons from your "lower status" employees since they possess customer service skills and empathy you are seriously lacking there in your corporate bubble Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Thank you for the opportunity to address this client's concerns First, allow me to apologize for the delay in response I believed this issue to have already been resolved as a result of subsequent phone calls from the client The foundation of the complaint is partially accurate but has been misrepresented in a way which compels clarification The charge referenced by Mr [redacted] was the result of a delay in processing data Interlock devices must be recalibrated every days in order to maintain state compliance Our records indicate the service was due on or before Christmas eve The required service was completed on 12/22/15, but the holiday schedule of our service center delayed processing of the data which resulted in our system billing Mr [redacted] erroneously for a violation status called "failure to appear" as required by the state The reason he was charged before the mistake was identified was based on his selection of Autopay ASF offers several options to clients wanting Autopay processing The option selected by Mr [redacted] requested ASF to charge his card on file for the full statement balance due, which is what we did Each month, Mr [redacted] was provided the statement of charges around weeks prior to the Autopay charge date to allow time to notify ASF he didn't want to pay for those charges before it ran This error was in the process of being corrected once the service data was updated & an adjustment crediting his account balance was in process when he contacted ASF a month after the charges on 1/25/ While we apologized for the mistake & explained we planned to apply the credit towards the current month's lease (Jan) by not running his card, Mr [redacted] was very angry He insisted he was due an immediate refund ASF policy prevents refunds to clients who carry an outstanding balance based on the monthly relationship of on-going charges unless & until the balance is paid in full However, his call was escalated to a supervisor who was working to expedite a refund Following the calls on 1/25/16, MrH subsequently requested to terminate his lease agreement & have the interlock device removed Upon processing of a removal, it does typically take days to issue a refund This is due to the state fees which are billed a month following service & lease dates The WA Dept of Licensing charges clients $per month regardless of how many days the interlock is installed This means, if the client schedules a removal for February 2nd, they are responsible to pay the state fee We don't know when the removal has been completed until we receive the data from the device upload & at that point, if it's into the following month, we must wait until we receive the state bill in order to reconcile the client statement reflecting the charges Once that process is complete, if there is a credit on the account, a refund is issued I certainly understand the frustration expressed by Mr [redacted] but we do not control the external state requirements At one point in his phone calls to ASF reps, he seemed to be under the impression that ASF was charging him fees that other companies don't I assure you, we wish we were not responsible to collect fees on behalf of the state - it is very confusing to clients & does create issues given the 30-day delay in their billing process However, every interlock company in the state of WA must collect $per month remitted to WA DOL & $per install plus $per recalibration (every other month) remitted to WSP If Mr [redacted] was not told about these fees by the interlock company he's switched to, then he didn't get an accurate quote We would welcome him back if he decides he would like to come back to ASF I believe the experience may have been a result of miscommunication on the part of our staff & was compounded by Mr [redacted] impression that he was being overcharged ASF has among the highest customer ratings in the interlock business & is the only locally owned option in Washington If I may be of further assistance in resolving this complaint, please don't hesitate to let me know

Complaint: [redacted] I am rejecting this response because:I am on subsidy payments and have been the last couple years I have had interlock, as I am in school full time with a very limited incomeThis is nothing newThese payments were not a result of account not being current, but a error on companies part going back monthsPayment plan or not doesn't change the way I was talked to our the fact I have yet to receive so much as a apologyI have conracted [redacted] as they mandate interlock providers here in [redacted] and will seek further resolution through them regarding this incidentSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The Draeger XT interlock device has to be downloaded every thirty days if you have not made any payment Auto Safe will not let you download the device and then your vehicle will not startThe day I returned the device I drove my car to [redacted] a representative of Auto Safe where the device was removed from my vehicleAuto Safe's claim that I made no payments can simply not be trueI informed Auto Safe of my intention to move and left a forwarding address with the post office all other mail seemed to have made it to my new addressMy first contact with [redacted] I talked to a representative named [redacted] he had no detailed information about the debt and it was him who told me to contact Auto Safe for more detailed information it was a calm conversation that ended politely not with a hang upThat's when I called Auto Safe to try to resolve the issue and was told that they would give me no information about the account and yes I did ask to speak to a manager and was told no then the guy politely says if there's nothing else I can help you with and hung upSince then I have also talked to [redacted] at [redacted] and there has never been an offer to give me a written statement from either party though both have and have had my current address for quite some time.The "claim" that [redacted] offered me "another" written copy of my statement I have received no copy ever from [redacted] that's the whole issue how allegedly two years of non payment at approximately 100$ per month can turn into a 5000.00$ billIt is my intention to resolve this issue quickly but I'm NOT just going to fork out that much money without detailed account information.Sincerely, [redacted] ***

This complaint was referred to the agency which governs interlock compliance, the Washington State Patrol (WSP) for assistance The nature of this complaint related directly to the RCW & WAC requirements regarding the final months of compliance with ignition interlock restriction There was a disqualifying incident present in the data - AutoSafe is not permitted to "interpret" or "misinterpret" the statute The definition of disqualifying incidents is very clear While our client may not have intended non-compliance or may have a good explanation for the reason of the violation, our hands are tied - even in cases where the client did not ingest alcohol We understand the current language could benefit from minor revisions and AutoSafe has been actively involved in interlock legislation in Washington & continues to make recommendations which will improve the practical application of the law, but we are powerless to change the language ourselves In collaboration with WSP, AutoSafe was able to resolve the client's complaint Please note, the substance of the complaint was not accurate Copies of the data showing proof of disqualifying incident are available at your request For this reason, AutoSafe respectfully requests a retraction or striking of this complaint from the Revdex.com history AutoSafe has no latitude in applying the statute as we are ordered to do Each interlock report is sent to both WSP & court jurisdiction for review Interlock reports are legal documents - admissible in court

My apologies for the delay. We have had no response from [redacted] regarding efforts to resolve this complaint directly. He failed to reply to Gina's phone message from 2/9/17 @ 10:08AM. We welcome the opportunity to respond to complaints about our company. Hopefully the... following information will assist in your assessment. Because we did not have opportunity to speak directly with [redacted] *, I've done my best to investigate his allegations within our CRM system where all our customer interactions are documented. Please don't hesitate if you require additional information. 1. Fines & Fees – The majority of unnecessary & avoidable fees reflected on [redacted] *’s statement are for late fees & finance charges for not paying his bill by the due date. A copy of his bill & payment history is available to BBB upon request – his current overdue balance is over $350. He is not eligible for services until the balance is paid in full. All of the service charges & any other fees for which our customers may be billed are outlined in complete detail on the last page of their lease agreement. Unfortunately, AutoSafe is required to collect many fees which are NOT in our control & for which we wish we didn’t have to be responsible. However, the state of WA mandates us to collect $20 per month for the DOL & $5 per month for WSP. His account has been perpetually delinquent since installation in July 2015. This means that ASF actually paid the state on his behalf in order for him to continue getting credit for his interlock device. Review of his payment history shows that he only makes payments when the interlock device requires service, typically every 2 months. His average outstanding balance is over $300 but he has been known to let it get as high as $650. Our lease agreement, to which [redacted] agreed, requires payments monthly in order to avoid late fees & finance charges. 2. Nonpayment – In 19 months of ASF providing interlock goods & services, [redacted] has only paid ASF consecutively 4 months & only achieved a zero balance on his account 5 times. 3. Fair Resolution – [redacted] was not specific about how ASF should “fairly” resolve the claimed billing issues, which are also not entirely clear. A complete review of his account reflects nothing unusual or erroneous. It includes standard lease charges for the equipment monthly, service charges for services provided to the device which was requested by [redacted] *. He received a FREE installation & FREE recalibrations every 60 days which ASF has provided, plus a discount for his first monthly lease as a returning customer. However, [redacted] has failed to make monthly payments as he agreed to do. At this point, with the unpaid state fees & leases, ASF has been more than fair in honoring credits for a client who doesn’t honor the financial agreement he entered. If his opinion of “fair” resolution involves ASF losing more money for him to be a customer, I must respectfully decline that option. 4. Billing Statements – [redacted] has paid his bill online demonstrating he knows how to access the ASF website customer portal. His statements are generated on the 10th every month & is all available 24/7/365 via the online portal. ASF was not notified by [redacted] that he is not receiving monthly statements but he can access them any time using the portal. The email address to which they are sent is the same one he provided to BBB: [redacted] @hotmail.com. We are happy to assist him with troubleshooting what may be the cause of the delay in receiving them. 5. Rude & Demeaning – All of [redacted] *’s documented phone conversations have been about unpaid balances. Typically, it is ASF trying to reach [redacted] *. to collect an overdue payment. The last completed calls were on January 5th & 6th. Tyler documented [redacted] asking for the balance he needed to pay to get service. He told Tyler he would call back. Upon call back, [redacted] asked if Tyler could do him any “favors” to get the service approved even though he was still unable to make the payment. Tyler explained the ASF policy, as is outlined in his lease agreement which requires payment in order to be authorized for service of the device & told [redacted] he couldn’t bend the rules. [redacted] was not happy, but my review of the phone call reflects that Tyler handled the call professionally & following ASF guidelines. Tyler has been part of the ASF customer support team for years & is subject to supervisory review of his phone calls on a regular basis. Without more specific information about how & who [redacted] felt was rude to him, it is challenging to investigate further. About an hour later, at 10:09 AM a payment receipt was sent for an online payment completed using the ASF portal. I’d be happy to review this further if [redacted] would like to return our calls. 6. Mandated & Company – ASF is one of several interlock companies where DUI offenders can receive interlock equipment & services. [redacted] is welcome to try his luck with any of the other providers in Washington. If he would like to pay his outstanding balance & the cost for removal services, we would be happy to help him transition to another company. His current requirement appears to be through the end of the year – he should confirm that information with DOL & would want to have it done before his 4-month compliancy begins. However, ASF offers the most comprehensive customer support & is the only local provider available. The IL7000 is the best interlock device available, easiest to use with no humming required & the fastest testing time of any other approved interlock in Washington. We go above & beyond on customer service. We welcome constructive feedback & as soon as [redacted] brings his account balance current, we’ll be better able to address any customer service issues he might have.

Dear Revdex.com, I personally talked with Mr [redacted] this morning at 10:AM which is when our office learned of his issue I have been on the phone all morning gathering the facts We will most definitely resolve any issues for Mr [redacted] I will contact Revdex.com as soon as this is resolved to let you know Best Regards, Linda R [redacted] , Owner/Manager AutoSafe

Complaint: [redacted] I am rejecting this response because:It is interesting that the first two arguments that the company provided, to me, have nothing to do with the equipment working properly1) Yes, I failed to test on two different days because on both days I locked my keys in my truck (another draw back it seems to this device, because I had never done this before, not saying though that it is because of the equipment)I let the company know that happened on both occasions and have the credit card statements to prove both issuesI am not sure why this is relevant.2) Yes, there was a gap in my equipment (three days)This is actually the reason, in my opinion, I went from having virtually no issues to having endless issuesI had one device for moths or so and the only real issues I had were locking my keys in my truck (as previously described)However, I decided to get a new truck (switched from a Nissan Frontier 2005, to a Chevy Silverado 2012)I knew I would have to have the device switched from the old to the newI called Autosafe and had them send the paperwork to the third party shopHowever the 3rd party shop couldn’t complete the switch that dayI had instructed the shop and the auto dealer where I traded my old truck into to not touch the device in my Nissan until the swap could be complete (knowing I was the one responsible) but the dealership grew impatient and basically bullied the 3rd party shop into removing the device from the old truck but not putting it into the new truck (apparently it is the installation into the new vehicle that takes all the time)This is of course was out of my hands and if anything exposes yet another flaw in the Autosafe system, and does not point to any wrong doing on my end and certainly doesn’t prove anything about the malfunctioning device The company can say that everything works great in their labs but all I can point to is the months of *** that I had with the second and third devices that I had I also know that on at least one occasion the technicians at the 3rd party shops servicing my equipment had the same malfunction that I had (hundreds of time) Another thing is that on the numerous occasions that I talked with technicians, many of them informed me that I was far from the only one having issues with my devicesYes, I asked for a new device on more than once occasion .for an obvious reason: MINE WASN’T WORKING in a dependable and consistent manner! The Cellphone analogy is an interesting one because I think that we can all relate to that problemThe issue with that argument is that I would leave the device in my truck plugged in but not running for no more than 5-minutes on a degree day (windows cracked) and it would have issues when I went to start it upon returnI can tell you that I have left my cellphone in my truck for a lot longer than that and had it function just fineIt is a matter of functionalityI should be able to stop and park my truck for 5-minutes if needed, without unplugging the device and carrying around something that is so big that it won’t fit in my pocket Most of my issues were right after school (I am a teacher and a coach) between 2-4pm One issue that I ran into was that I would blow and start the vehicle just fine but when the device would ask for a retest a few minutes later it would have issues with the temperature (although the environment, my breath, and how I administer the test, all remained the same)Unfortunately once the device asks for a retest, it would keep asking and asking, and usually it would keep malfunctioningAt that point there was nothing I could do, even if I was driving down the highwayEventually it would lock the device outI would then have to go get the device serviced, sacrificing time and money each time On that topic, I was never warned of any possible issues with temperature and the possibility of having to unplug and store the device in air-conditioningI eventually figure it out through frustration and money/time spent having to get the device serviced I do not like the implications that are being made by this company when it comes to the malfunctioning of the deviceThey are either implying that the hundreds (yes hundreds) of blow tests that didn’t work due to some sort of temperature issue were caused my me either trying to circumvent it somehow, or by me being to incompetent to not eat or drink hot or cold items right before testingWhen it comes to the former, I never drank alcohol and tried to use my and the only issues I had were when I used hand sanitizer right before I got into my truck (this only happened a couple times in a year)The latter is just laughable that I would continue to not learn from my mistake literally hundreds of timesOn that note I know for a fact that one can drink ice water and hot coffee right before testing with no issues, so that argument goes right out the door.Again, this isn’t about the money as much as it is the principalIf I am paying for something ($or so a month) then I should not be nervous every time I go to start my truckI should not fear be stranded at [redacted] *** for and half hours, or worry that although the first test went through just fine, that the device will suddenly tell me there is an issue on the dozen plus retests, eventually locking me out from driving temporarily I would have given anything (even more money) to not have had the issues that I didIt was truly stressful, time consuming, and really frustrating! If the issues were due to weather (reasonable exposure in my opinion) and that I just needed to unplug the device and store it in air conditioned areas when not in use, then I should have been informed of thatI should not have had to learn that the hard wayI should not have been punished for not knowing that leaving the device in a vehicle for even minutes would be enough to leave me stranded, or even have me eventually locking out my device due to temperature issues.I am hoping that someone will do the right thing here because at the moment I am feeling like there is a seriously flawed and unjust system in place when it comes to state required ignition interlock devices

Dear Revdex.com, I personally checked Ms [redacted] downloaded data from her Ignition Interlock Device (IID) I checked the prior and current calibration which included checking the dry gas setting, the set point, the accuracy checks and the elevation setting All aspects of the calibration were within the parameters set by law This means the device was detecting alcohol accurately All of the IIDs certified by the State of WA are alcohol specific devices They will detect alcohol in whatever form is introduced to the sensorIt is obvious from the downloaded data that Ms [redacted] fail was not from ingested alcohol All of our clients are alerted to the need to read labels and make certain they are not using products which contain alcohol prior to testing with the device Products such as mouthwash, some energy drinks, some cleaning products, most spray products, etccontain alcoholThe use of such products prior to testing with the device will cause a failed test The contract our client's sign educates them regarding this, as does the user manual I can understand Ms [redacted] frustration at being told she is responsible for the reset fee generated from this failed test Unfortunately, we have to pay our technicians to perform the reset service, in addition to overhead, etcin order to be available to perform the service for our clients I also looked at Ms [redacted] history with the device and can see she has obviously been very careful during the time she has had the device installed and has not had fails Given this fact, I have no problem waiving the reset fee as a courtesy for her In summary, the reset fee is valid, however, I will waive the fee as a courtesy based on Ms [redacted] excellent history with the device Best Regards, Linda R [redacted] , President

The complainant has not been a client of AutoSafe since AutoSafe continues to be unpaid for goods & services rendered.This former client leased a Draeger XT interlock device from AutoSafe from 10/24/through 11/28/following DUI charges in King County Unfortunately, he made zero payments following the installation & AutoSafe spent over a year trying to recover the equipment before it was finally returned He was non-compliant with state required services starting in 4/ Client agreed to make payments on debt several times between 2010-2012, but defaulted on every arrangement failing to make even a single payment Mail was often returned from the apartment complex where he lived & he reported he was moving but didn't provide a forwarding address After internal collections attempts were unsuccessful by AutoSafe staff, the unpaid debt was turned over to [redacted] a third party collections & legal company in 10/ Certainly, the balance has grown over 5+ years of non-payment, but the calculations are accurate & balance is due per the contract signed by client when he enlisted AutoSafe as his interlock provider.Copies of statements / contract / forms provided to client as well as full history of phone & written correspondence is available to Revdex.com upon request.In direct response to his claims, I contacted [redacted] , at [redacted] who provided notes showing on multiple dates this month, the former client was given a detailed accounting of the debt by [redacted] phone representatives, but reportedly "didn't agree with the charges." They offered to provide him another written copy of the statement, at which point, he hung up & called AutoSafe He was informed that the debt no longer belongs to AutoSafe & he would need to work directly with [redacted] in order to resolve it He was not happy & threatened to file a Revdex.com complaint if AutoSafe wouldn't let him talk to a manager The customer service rep explained that he would be happy to follow up with [redacted] to ensure the client received what he needed in order to review the details of the balance but that the former client would need to make his requests through [redacted] which now legally "owns" the account Per contract, AutoSafe is not permitted to even discuss the account once it's been turned over to ***.Because the information provided by the complainant is not substantiated by fact, I respectfully request the Revdex.com close this complaint without impact to the AutoSafe Revdex.com rating

Thank you for the opportunity to address [redacted] *'s complaint It is certainly understandable for her to request additional information regarding her account She has also filed a complaint through the [redacted] Traffic Safety Commission as well as the [redacted] State Patrol, Impaired Driving Section, which is the oversight agency for certified ignition interlock companies We have cooperated by providing the requested information to them & believe this issue to be resolved Below are the bullet points of resolution: 1) [redacted] receives subsidy assistance from the state Dept of Licensing which covers some of the interlock costs but not all The statements [redacted] receives reflects the full balance due until payments are received from DOL on her behalf which typically come 30-days following the invoiced dates This can be confusing, similar to receiving a bill from your doctor before your health insurance company pays for medical services It reflects all the charges, for which [redacted] is ultimately responsible regardless of her assistance status An estimated payment is quoted & [redacted] is allowed to pay the balance less the estimated payment we anticipate from DOL Late fees & finance charges are waived as a courtesy to all clients receiving subsidy assistance 2) [redacted] should pay around $per month in order to meet her "co-pay" for items not covered by the DOL assistance This includes $fee collected & remitted to WSP and $fee collected & remitted to DOL monthly It also includes theft & loss protection on the interlock device The last payment received by [redacted] was in August She did catch up her balance but needed to keep making the small co-payments monthly in order to stay on track Perhaps we didn't do an effective job of explaining this to [redacted] & we continued to work with her financial challenges 3) Recently, during a routine audit, ASF discovered [redacted] account had not been billed for state fees for WSP following a computer system upgrade We recognized the payments had been remitted to WSP on her behalf but we had failed to invoice [redacted] or collect the state fees These fees are not income to ASF but pass-through state required funding to support the interlock program Interlock companies are mandated to collect these fees just like taxes on behalf of the state & pay them every month Failure to pay these fees results in removal of the client's interlock device & possibly failure of client to get credit towards completing the interlock requirement [redacted] was given full credit for all the months of installation, even though she had not paid any of the fees This was not her fault & she was not penalized 4) Once the error was discovered, ASF invoiced the missing fees & provided a statement Unfortunately, we were unsuccessful at explaining how the error occurred to [redacted] resulting in this complaint ASF takes full responsibility for this error & has already remitted payments to WSP on behalf of [redacted] * ASF will allow [redacted] to repay the fees as she is able without penalty While it is completely understandable that [redacted] is frustrated at having not been billed these fees for multiple months, ASF is unable to refund fees which are due to the state In fact, [redacted] has been responsible for only a fraction of the full cost to have an interlock device as compared to a client who isn't eligible for state assistance ASF has authorized required services in order to assist [redacted] to stay in compliance & will continue to do so as long as [redacted] is making regular monthly payments toward the outstanding balance due, including the copayments which are in addition to the unpaid state fees On behalf of ASF I apologize to [redacted] for this unfortunate accounting oversight & we look forward to working with her until she is eligible to have the interlock device removed If I may provide additional information including statements or statutes in support of the position, please don't hesitate to let me know Kind Regards, Corrie JM.Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have my response almost ready to send but will be unable to meet the 5PM deadline. Consequently, I respectfully request a slight extension and will be able to send my response before the day is over.
Best Regards,
Linda R***
AutoSafe

Thank you for the opportunity to address this complaint as it is substantively inaccurate. Records reflecting the contract agreement, recorded phone calls and other documentation are available at the request of the Revdex.com. Mr* was fully aware of the debt owed to ASF but he failed to
resolve it, which resulted in being turned over to 3rd party collections. Please note the following information:
1) Device removal was performed in Jan accompanied by a "Time Payment Agreement" signed & agreed to by Mr* allowing ASF to authorize removal per the terms of his contract. He provided a credit card with authorization for ASF to charge the remaining payments automatically. There was involvement with IQ Autobody according to Mr*, who we have recorded entering the payment agreement
2) Post removal payments declined on the credit card provided & Mr* worked with Heather making subsequent promises to pay for which he never followed through.
3) ASF pursued the debt for more than months internally leaving messages & mailing statements to the contact numbers provided in this complaint. No mail was returned so we had no reason to believe the information was not received. No corrective action was taken by Mr*. Standard practice is to provide warning notices prior to turning an account over to our 3rd Party Collections company, Credit International. Mr* was given every opportunity to settle the balance due directly with ASF to additional fees associated with the cost of legal pursuit of debt & impact on his credit, which is very expensive
4) After many hours & repeated defaults on payment terms, Mr* left us no other choice but to turn over his account to Credit International for 3rd party collections
It certainly would have been cheaper for Mr* to resolve the unpaid balance directly with ASF. He was offered many opportunities to do so but did not appear to be motivated until such time as his credit was impacted. This account is no longer owned by ASF. All substantiating documents have been provided to Credit International who will seek judgment for the outstanding balance. As noted above, documents are available to Revdex.com upon request

Complaint: ***
I am rejecting this response because: my vehicle was in a ten day countdown when I parked it , I had planned on bringing it in , as scheduled for calibration with ASF , due to a faulty machine provided by ASF triggering the camera , while the vehicle was parked and not in use , it put the vehicle in a five day lock down , in which I was not aware of , due to this not being something that should happen , hence the malfunctioning device , malfunctioning device put it premature lockdown and a time where vehicle was not attended , to me that is not fair I called for mobile service because otherwise I would have had a $towing bill due to this being a heavy dump truck ! The service was rendered authorized and covered by ASF as long as it was due to malfunctioning equipment , and it was , within the next month it was time to get the device decommissioned , I had to pay my balance in full ! Which was around $, not once was this mentioned at that time that I oqed this debt , other wise they would not have decommissioned it for me They are cheating obviously and im wondering how many people they do this to They also prematurely sent this to collections , when I had until 8/to take care of it , they had sent the account in by earlier than 7/, it took me battling them in order for them to pull it out of their preferred collection agency and which at what point their legal team would not respond to me , I had another vehicle with a similar device through a separate vendor , it was at least $cheaper than the ASF device and I had it installed for a longer period of time , im actually pretty sure that ASF owes me several hundred dollars

Thank you for the opportunity to respond to this customer complaint. While I could see how it might seem like a simple issue to change from a transfer to a removal, I'd just like to explain the reason a final audit was necessary before issuing a refund. A transfer to another vehicle
would continue the existing lease without interruption in service. However, final removal requires AutoSafe to provide a final balance due including all services already performed as well as the difference quoted between a removal service versus a transfer service. Interlock requirements involve meeting strict criteria in order to recive credit for compliance, which mandates AutoSafe to review the final data as well. The refund process is not really at the heart of the matter, but rather the process involved for finalizing an account to be removed for good.The refund has been processed back to Mr*'s credit card on file. The refund amount = $because removal was performed on 11/6/for a total cost for removal of $plus the state DOL fee of $for a total balance of $141.33. Mr*'s payment was processed for $242.66. These fees are all outlined in the Lease Agreement signed by Mr*.If I may offer additional information regarding this transaction, please feel free to contact me at your convenience.Kind Regards,Corrie JM***General ManagerAutoSafe

Thank you for this information.  AutoSafe has investigated Mr. [redacted] experience & Gina personally apologized to him while trying to accommodate corrective actions.  It is accurate that Mr. * did not receive the level of customer service at [redacted] (subcontracted to provide...

installation services for ASF clients), which is our expectation.  Our review uncovered that the service center had a service run long & ran out of time to install the interlock on the original day scheduled (10th).  The client was asked if he could either leave it or bring it back the following day.  However, there was a disconnect regarding the items which were completed including review of the installation packet & training information with the client when he returned on 8/11/17.  The technician thought the front desk had completed those steps on the 10th so when he came to pick up his vehicle on the 11th, those steps were missed in error, prior to returning his keys & sending him on his way.  However, all of the training materials & videos were provided to Mr. * over the phone / via email & are always available to our clients for review on our website at [redacted].  When Mr. * called ASF to let us know of his experience, he was already in a count-down due to a missed test violation - he was required to return for service within 5 days.  He turned off his ignition without providing a required breath sample before parking the vehicle.  Gina waived the charge for the required service as a goodwill gesture.  ASF offered to review the data to determine the cause of his subsequent violation on 8/13/17.  It was unclear over the phone what might be causing the problem.  The technician did inform Mr. * that if the data reflected a device issue that he wouldn't be charged & that ASF would provide a new interlock as necessary.  However, the client decided he wanted to have the device removed when he returned to the service center on 8/14/17.  [redacted] performed the installation & removal at no charge in effort to appease Mr. * since they did acknowledge things didn't go per our standard practice & wanted to make amends.  ASF refunded the full amount collected for lease & state fees to Mr. **  ASF deeply regrets having inconvenienced Mr. S.  I hope he will accept our sincerest of apologies & we wish him all the best as he seeks an alternate interlock provider to help him meet the state requirement.  If ASF may be of additional assistance, please don't hesitate to let me know.

Revdex.com:
I had filed a complaint back on August 5th against Autosafe.
 
They did get in contact with me and were finally able to resolve my issue to my satisfaction.
 
Please let me know if there is anything else I need to do, for you to consider this...

matter closed.
 
Thank You
 
[redacted]