Lifesafer of Northern California

I was convicted of a DUI due to the court not allowing my expert witnesses to testify. The jury was unaware of this. Regardless, I signed up for Lifesafer in compliance with the program because they appeared to be the least expensive and offered a discount for low income and unemployed clients.
1. The discount was routinely not granted because I had to provide the paperwork every time I had a calibration appointment, which was every two months. I would forget to send the forms, and who wouldn't? The policy should be that you update your financials as they change.
2. Months before completing the program, I contacted Lifesafer to ask about removal when I was done with my classes. I was told that they did not have any paperwork ALLOWING them to remove the device, unequivocally indicating that they would be given this documentation by the licensing agency.
3. When the program was completed, I was given a printout from the DUI class contractor that clearly stated that it could not be used for any purpose other than my own information because that info had been electronically updated with the licensing agency. I contacted Lifesafer and told them I had completed my program and should no longer need the device based on my paperwork. The person I spoke with said that they didn't have that info and therefore they could not remove the device. This was untrue. They put me off for over two months causing me to pay for calibration services while I tried to figure out who was responsible for ALLOWING me to have the device removed.
4. One of their employees said that if I knew how, I could remove the device and return it to them. Don't do this if anyone tells you to. They must remove it or you can be held responsible for any damage to the device. I didn't remove it but contacted a manager who said that I had to pay $91 for the removal. This was not told to me when I signed up.

Furthermore, I was double charged that day because I paid by phone and then the accounting office charged my credit card the next day and no one in accounting could identify the double payment. Lifesafer's accounting office wanted me to send them my credit card statement showing the double charge. I said no. My credit card company dealt with this when I filed a dispute of the charge.

The take home message is this: If you have to do a program, keep track of all of your paperwork and find out the fees to install and remove the device and make sure you send in your financials every time you need a calibration for your discount. Don't let them take advantage of you. If every client overpays by two months, think about how much money they get away with.

I am sending a letter to see if they will refund that money, but I won't hold my breath. If anyone knows who regulates these companies, post something so we can all complain to the appropriate agency.

Review: First I want to say how HORRIBLE and poor this company's customer service is! I was given the wrong information from their technician who installed my device and told that he would "fax" my paperwork over. Sent me home with my receipt and that was it. 6 months later after paying this company month to month for my service I call the DMV to find out when I can un-install my device and they tell me they don't have any record of me ever having the device installed in my vehicle and that my time does not start until I turn in a Certificate and pay their fee. Come to find out the technician gave me the totally wrong information and now this company is telling me I will have to re-do my time with the device and that none of my payments will be reimbursed or help pay towards the time that I have to re-do. At first I spoke with a Jennifer their "Customer Support Specialist" tells me that I will need to pay a fee for the certificate to be issued, even though their technician never gave me my original certificate. I ask to speak to her supervisor and now I am on hold for almost 20 minutes! Hang up and call the main line again and ask for Jennifer. The receptionist was so hesitant when transferring the call and again I was on hold for almost about 10 minutes. Then a man answers the phone and his name is [redacted] the "Boss" in this office. He was the rudest person I have ever spoke with and so un-professional! Tells me they can'd do anything and that it's my fault for never going to DMV and turning in the Certificate which is my responsibility. I try and explain to him what has happened and he is yelling at me that it's not their fault and if I want to remove the device to just remove it. I then asked for the technicians name that installed my device and he busrt out shouting that he is not going to give me any information and if I wanted to know that information to do my own research and hangs up on me. The utmost disrespectful office personnel I have ever encountered!Desired Settlement: If I need to re-do the time for their employees mistake they need to reimburse me for all the months I have paid for their service so I can use that money towards the remainder time I have with the device.

Business

Response:

To whom it may concern,Please be advised that [redacted] became a client of ours on June 23, 2015 as a result of receiving a DUI.At Ms. [redacted]'s request we installed an ignition interlock device to assist her with obtaining her license from the[redacted]s. At that time we provided Ms. [redacted] a [redacted] form that was to be submitted to the [redacted] in order for her to obtain her license. Please note, on the signaiture page section (11) specifically states" It is the responsibility of the client and not Lifesafer of northern California to provide the [redacted] with any and all paperwork including DL 920 and DL 924 forms provided by Lifesafer of Northern California to ensure compliance with the program in a timely manner. Please note, Ms. [redacted] signed the service agreement at the time of the install and by doing so confirmed that she was aware of this requirement. When Ms [redacted] contacted our office she was very rude and insistent that this was our error. After explaining the requirements pursuant to her service agreement to which she signed she became abusive and hung the phone up. I'm sorry that Ms. [redacted] failed to adhere to the agreement to which she signed and the conditions contained therein. Ms. [redacted] contention she did not receive the form is simply untrue but to better assist Ms. [redacted] we agreed to provide her with a second form at no charge. As a company owner I cannot be held responsible for clients failure to comply with the terms and conditions of their service agreement as previously noted. If I can be of further assistance please feel free to contact me at any time.Sincerely,[redacted]Tell us why here...