LifeSafer

[e if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 me.  The Lifesafer company was swift in their response and precise with a resolution.  I appreciate the attention taken in this matter and encourage their persistence in the future.Thanks, and the unit is currently working properly, and a reduction of interstate travel fears has occurred. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not okay with this resolution that Lifesafer has provided. In 100+ degree weather with your car not operating properly, (no A/C and car jerking and shaking, attempting to cut off), I do not understand what would be an appropriate tone when calling in to get help. I guess I should have been calm. You try driving in 100+ degree weather in [redacted] with no A/C, and see how your attitude will be. When I first contacted Lifesafer and tried to contain my frustration I was told there was nothing they could do and that the issue was my problem. After several attempts of trying to get assistance from their horrible customer service reps that talk to you like you are nothing, and have absolutely no resolution for issues, I became frustrated.  My car was not working, I mean how does one expect an individual to be. I was talked to as if I were not a customer, and I was hung up on, yes I was frustrated and hostile because I needed resolutions!!! The cause of my frustration stemmed from the service I was provided.
I simply asked for a refund for the services as a resolution. Since Lifesafer is not wanting to work with me, I am requesting reimbursement for the $1000 down payment I had to come up with to get a new vehicle, reimbursement for loss wages for the day I had to take off to go to court with my lawyer to file a motion to have the device removed and permission for a new provider ($132), and the monthly cost of the faulty device in my car (75.20).
I was willing to work with you guys and try to come to a resolution, however I am now requesting ALL monies I have been out of pocket for the faulty device being installed and reimbursement for loss of wages when having to appear in court due to the situation and not being able to operate my vehicle. I have been out of tons of money paying for gas for rides to work and daily duties.
I am looking for a resolution!! I have not EVER received one during this entire encounter with this company. The response of waiving the removal fee is bogus as I had court documents for this and I had to take off of work. I need to be reimbursed for the time missed for this due to the failure of your company assisting to help.
The least you could do in this situation is try to FIND a resolution that works for the customer. Do you guys have those at Lifesafer??
Regards,
[redacted]

April 16, 2015  Cincinnati Revdex.com 7 West 7th Street, Suite 1600Cincinnati, OH  45202Dear Revdex.com,This letter is in response to a communication received from you regarding a complaint made by [redacted] on 03/16/2015.  [redacted] complaint...

states she’s been charged numerous times for no explained reasons and is unhappy with the customer service she’s received.I’ve spoken with the State Director of [redacted] and have been informed that [redacted] had a tendency to reschedule and miss some of her appointments, causing her to be charged a missed appointment fee each time. In September we charged her for violation disconnects but credited her account after she provided proof that the vehicle was in the shop. In November 2014, we corrected a loose wire that was causing [redacted] issues in which she referenced in her complaint.  Regarding [redacted] removal date, it is the client’s responsibility to be aware of their removal date.  To ensure she received the best customer service, LifeSafer contacted the DMV regardless to see if [redacted] was eligible for removal, which she was. [redacted] had her device de-installed from her vehicle on 03/19/2015 and has successfully completed her program with us.Please let me know if you need additional information.  Sincerely,[redacted]Corporate Communications

LifeSafer takes all of our customer complaints seriously and are currently looking into the matter. We will respond  accordingly as soon as all information is gathered.  We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely, Lifesafer Customer...

Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
There are so many misinterpretations with this response. First off the "good faith' refund was actually refunded because when I was getting service in November after the calibration the machine was stuck in wait mode. I waited at the shop for an hour and a half while the technician reset the machine. That was the 17th. I had to go back and tell the technician about this so he could call and get the $54 credited to my account. So there was no good faith refunded on my account. I called about this and it should be on record. Let me also say that I am on probation and my probation officer has known about these problems since having this device installed. The battery disconnect is from the device draining the battery to the point of it killing the power cells and it having to be replaced. I have credit card statements and receipts of the purchase of the batteries. Again something that I have called about and  is on record with this company. The next thing is when I have missed appointments I have called and rescheduled within the allotted to avoid a lockout. My December appointment was scheduled for the 18th. I go once a month so I went on the 17th of November so I would not go again till a month later, not two weeks as Lifesafer is implying. During installation not once was I told that the device would drain my battery to the point it would have to be replaced. There was a short video then an explanation on how to operate the device. I had my girlfriend there and her father so it is not only my word about this. I am sure if Lifesafer sends you the video you will see that there are no implications on there about the battery. There was no missed appointment as Lifesafer is implying. I was charged again $54 as tampering because of the battery, which Lifesafer has failed to mention. I called Lifesafer and told them about this and the technician also told them when he talked to them because he understands my frustration with this device. Lifesafer did not care and immediately charged me. I also have receipts on when my appointments are scheduled so I can prove that I did not have a lockout for missing an appointment. Let me say this again. I was credited $54 for the machine being stuck in wait mode at my November appointment. I was charged $54 for a tampering fee because the battery had died. I also want to say that on my first appointment after installation the shop where my service is done had to order a battery because of the machine. Let me also say that if I had all these missed appointments and disconnections that I would have surely been given a violation with my probation officer. As it is now I will be getting off of probation 20 months early and will be getting this machine out in the next two months. The response from Lifesafer has so many false statements in it it is unbelievable. 
Regards,
[redacted]

Thank you for contacting us regarding complaint [redacted] We take all of our customer complaints seriously and are currently looking into the matter. Your patience is appreciated and we will respond accordingly as soon as all information is gathered regarding your concerns within the next week. We...

also appreciate the assistance of the Revdex.com in addressing this matter. Sincerely, Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 me. 
Regards,
[redacted]

Attached is our Company's response to a complaint made by Ms. [redacted] on 01/24/2015, complaint [redacted].This letter is in response to a communication received from you regarding acomplaint made by Ms. [redacted] on 01/24/2015. Ms. **’s complaint states thatshe received an informational...

brochure sent to her home regarding a DUI/DWI onher record. Ms. **’s complaint states that she has never received a DUI and isrequesting $15 dollars for the price she paid to pull her driving record.I have spoken to the Regional Director for Ms. **’s area and he has confirmedthat LifeSafer has not been sending out any Direct Mail to potential clients inthe State of Washington. Our Marketing department does not currently send anyDirect Mail to Washington State either.We would like to request Ms. ** provide us with a copy of the brochure shereceived so we can investigate further and hold the responsible partiesaccountable. We would like to greatly apologize to Ms. ** for the inconvenienceand stress this situation has caused her and assure her that she willabsolutely be receiving her $15.00 back via check mailed to her home addresswhich has already been processed.  Pleasehave Ms. ** fax, scan/email or mail a copy or the brochure itself to thecontact information below.

January 12, 2016 Revdex.com Re: Case [redacted] LifeSafer received this complaint regarding billing issues from the Revdex.com. As background, the customer is a participant in the New Jersey interlock program that is administered by the State of New Jersey and all device...

settings are consistent with the program’s rules. In her complaint Ms. [redacted] states she took her car to a mechanic for service and afterward required service on her ignition interlock device. Any time a LifeSafer client has work performed on their vehicle they must provide a Mechanic’s Affidavit prior to the service. This is explained to all clients at the time of installation. If, as a result of service, the device goes into lockout or early recall and the client has not submitted a Mechanic’s Affidavit a reset fee is charged. This is precisely what occurred in this instance. Since this is Ms. [redacted]’s first infraction of this type we are able to consider waving the fee if she can provide receipts for the service work. Our State Director has left messages to this affect for Ms. [redacted]. We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely, Lifesafer Customer Service

Attached is our Company's response to complaint # [redacted].Thisletter is in response to a communication we received from you regarding acomplaint made by Mrs. [redacted] on 01/23/2015. Mrs. [redacted]’s complaintstates that LifeSafer did not send in her Husband’s paperwork to the DMV,causing them to...

pay more out of pocket expenses and almost getting Mr. [redacted]’slicense suspended.  Mrs. [redacted] is not requestinganything from LifeSafer in her complaint. Ihave reviewed Mr. [redacted]’s account and listened to the calls associated withMrs. [redacted]’s complaint.  We would firstlike to profusely apologize for the inconvenience this has caused Mr. and Mrs.[redacted] and as a gesture of good will we would like to reimburse Mr. and Mrs.[redacted] their de-install fee, totaling $81.26 as it was LifeSafer’s mistake that caused the delay in getting theirdevice removed. Weare happy to say that Mr. [redacted] has successfully completed his program with usand has had his device removed, and we would once again like to apologize forour clerical error and for the stress this has caused Mr. and Mrs. [redacted]. Please let me know if you needadditional information.

3/2016 Revdex.comRe: Complaint ID [redacted] We received information from the Revdex.com regarding a customer complaint about product issues.The customer is a participant in the Wisconsin interlock program that is administered by the State of Wisconsin and all device settings are consistent with the program’s rules.The customer said she was experiencing device issues at first installation.  We reviewed her event logs and found that she was experiencing “aborts”.  Aborts are the result of the device not being used properly. We offered to retrain the customer over the phone or in person at one of our facilities. She declined. As a good faith gesture, we sent the customer several new handsets and re-installed a new interlock device at no charge to her.  In her complaint the customer stated she is getting additional lockouts on the new equipment. These lockouts and early service recalls are due to violations. This means the device detected alcohol and would not allow the vehicle to start. If too many violations of this type occur, the device goes into early service recall. When this happens the device must be serviced within a certain amount of time or a complete lock out will occur. The customer refused to bring her car to in so the device could be serviced and requested that we overnight her a new device. We refused. During installation, we train our customers about the importance of reading the handbook and watching our DVD so they will know and understand what causes violations, early service recalls and the like. The charges for these violations are also explained.The customer is requesting $30 for a discount, $16 for her time, $92 for a plane ticket and $87.31 for storage fees and re-calibration labor fees.  We have gone out of our way in an attempt to satisfy Ms. [redacted]. We have replaced several handsets, reinstalled a device and offered her appointments at several locations. We are not able to refund money for time, plane tickets and storage fees when the cause is not related to our product.LifeSafer takes all of our customer complaints seriously and have researched this matter extensively to come to this conclusion. We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely,Lifesafer Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The letter I received states that I was credited back for days that I did not use the device in the amount of $97.56 on June 13th. I checked my bank records and no credit has ever been refunded. If I was to receive this credit, I would be happy in closing this dispute with a positive outcome. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This response DOES NOT address the issue of the first faulty device that was installed in my car in March 2016.  Nor does it address the continued problems that I had with the replacement unit prior to your visit.  The device did not work properly until the technician came out to my house and all of a sudden I am supposed to believe that after 7 months, the problem is with my car?  Again, LifeSafer needs to come and remove the device from my car so that I can get it repaired and sold.  I WILL NOT pay another $150.00 to have the car towed to Lifesafer (which I have had to do on 2 occasions.  If this is not resolved, I will be bringing a civil lawsuit against LifeSafer for damages to my car, failure to supply complete records for my court date on October 26, 2016 and the resulting loss of license, incarceration, and a now useless vehicle.

July July 28, 2014
 
Cincinnati Revdex.com
7 West 7th Street, Suite 1600
Cincinnati, Oh, 45202
 
 
Dear Revdex.com,
 
This letter is in response to a communication we received from you regarding a complaint made on 07/15/2014 by Mr. [redacted].  Mr. [redacted]’s complaint states he would like a refund of $181 for the replacement of his battery and coin tray in his vehicle.
 
To better understand the situation, I’ve reviewed Mr. [redacted] event logs and the notes within his account.
On 03/12/2014, less than a week after having the device installed in his vehicle, Mr. [redacted] was unable to use the button that opens his gas tank. He called our technician and the technician provided a mobile service to inspect the area in question.  Mr. [redacted] was charged $75 for the mobile service. Mr. [redacted]’s account states that he was told there would be a charge for the service and Mr. [redacted] asked if it could be waived, showing he was aware there could be a charge for the service. 
 
Mr. [redacted] stated that once receiving the bill with no invoice, he tried to communicate with us three different times with no follow up from LifeSafer to dispute the charge.  The notes in Mr. [redacted]’s account state that we did try and reach Mr. [redacted] on 06/03/2014 regarding the unpaid service charge, leaving him a voicemail when we weren’t able to reach him. Any other email communication noted in Mr. [redacted]’s account state the content was regarding Mr. [redacted]’s battery dying, to which our technician responded to promptly.
 
Mr. [redacted] stated there was an overcharge of $75 at the time of the removal of the device.  The $75 charge was for the mobile service provided on 03/12/2014 that went unpaid.  To address Mr. [redacted]’s concern of the device being installed improperly, thus draining his vehicle battery, we will be refunding Mr. [redacted] the cost of his battery totaling in $102, and $79 for the replacement of his coin tray in his vehicle that was broken during installation, totaling in $181 for his troubles.
 
We would like to apologize for the frustration and inconveniences Mr. [redacted] has had to face during his program with us, as well as the lack in communication provided towards Mr. [redacted]. We hope that our good faith effort to reimburse Mr. [redacted] will help resolve this issue.
 
Please let me know if you need any additional information.
 
Sincerely,
  
[redacted]
Corporate Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My appointment issues were not resolved. While lifesaver did offer me a credit due to rescheduling my appointments 25 minutes before they still are not able to accommodate all the appointments that they have to do. For example due to this last lockout experience I had to travel once again 20 miles from my house to have my vehicle serviced at a time that was extremely inconvenient  for me and resulted in me having to hire a babysitter to have someone there with my child got home from school. They are also consistently rude on the phone and if they would simply play back the phone conversations that I've had that would be obvious. Secondly and most importantly the device as they have stated is supposed to detect trace amounts of alcohol. Alcohol. Not oranges. To expect someone to never eat or drink in their car is unreasonable and unfair.  Faulty equipment means it  is detecting things that are not alcohol and it is setting the machine off. I don't understand how this point can be debated. And once again I would like to point out that it cost the user $50 each time device picks up one of these phantom substances. Lexi for maintains that this is standard across the board in [redacted]. It is not. That is a bold face lie. I called one of the other companies Alcolock and ask them what their policy is. They stated that if you blow a fail and clear it within five minutes you don't have to bring the vehicle in because they acknowledge that it is not perfect equipment and sometimes something will set it off that is not alcohol. Where is lifesaver makes you pay $50 when it detects that you've eaten in orange.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We received a notification from the Revdex.com regarding a customer complaint about device issues.After reviewing the logs for [redacted], it is unclear what the issues were exactly related to.The Client says she was experiencing multiple aborts. This could have been errors on the client’s part with the  the device settings . [redacted]  [redacted] was  charged for two violation resets at $52.50 each. We will issue a $105. refund  total.  It will be mailed to the address given on this complaint. LifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusion. We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely,Lifesafer Customer Service

We spoke with the customer 9.13.17  and scheduled an appointment  at the Boca Raton location.  The hurricane s caused many shops to lose power which was out of our control.  The customer is re-scheduled. Thank you, Customer Service.

Attached is our company's response to a complaint made by Mr. [redacted] on 08/18/2014.   Complaint # [redacted]
Dear...

RevDex.com,
 
This letter is in response to a communication
from you regarding a complaint made by Mr. John [redacted] on 08/18/2014.  Mr. [redacted]’s complaint states he is
having device and possible vehicle troubles and has on several occasions tried
to reach our [redacted] State Office but has been unable to reach anyone for
assistance with the issues he’s been having. We would like to apologize to Mr.
[redacted] for the troubles he has had reaching our State Office and empathize
with him the worry he must have felt driving his vehicle, afraid it may shut
off again.
 
In order to further assist Mr. [redacted], we
need to inspect the device and it’s wiring to make sure it is not a device
issue.  We are requesting Mr. [redacted]
call our [redacted] State Director, [redacted] directly at ###-###-#### to schedule
an appointment to have the device inspected, free of charge.  If Mr. [redacted] has to tow his vehicle, we
ask he fax his receipts to [redacted] at ###-###-#### for
reimbursement.  Should it be a device
issue, any service done on the device will also be free of charge.  Should Mr. [redacted] need to get his vehicle
looked at for vehicle issues, Mr. [redacted] will need to call [redacted]
back with his mechanic’s shop information ready and [redacted] will call and provide
the necessary information to the mechanics directly to By-pass the device to
work on Mr. [redacted]’s vehicle.
 
We would like to apologize again to Mr.
[redacted] for his troubles reaching our [redacted] State Office, and any
frustrations or worry we have caused him. We hope to inspect his device and fix
any issues to have him safely back on the road as soon as possible.  We have enlisted additional help for the
[redacted] State Office and are in the process of transferring responsibilities
to our call center so they will be able to service [redacted] clients going
forward to ensure this situation does not happen again. For Mr. [redacted], he
should call the State Director directly to receive priority service until the
transition is complete.
 
Let me know if you need additional
information.
 
 
Sincerely,

Re: Customer’s Statement of the Problem [redacted]:When I had the ignition interlock installed the service tech who installed it snapped my parking brake cable which locked both rear brakes and when I told them they never said they would pay for the cost for repairs and the device was...

locked out they wanted me to pay out of pocket for it to be towed up there for them to fix. The told me that I never told them about the parking brake cable and the phone call records state that someone in the background was irate and talking about going to court but never mentioned that we told them about the parking brake cable I have a billing statement saying that I have to pay two hundred and ninety two dollars but when they sent the information to the state of michigan they sent a bill of fifty nine dollarsAugust 9, 2016 Revdex.com Re: T[redacted]We received information from the Revdex.com regarding a customer complaint (see above). The customer is a participant in the Michigan ignition interlock program that is administered by the State of Michigan and all device settings are consistent with the program’s rules.Brake Cable:We have spoken to the LifeSafer technician who installed the device and determined it would be impossible that he could have physically snapped a high-tension cable during the installation. The parking cable runs underneath the vehicle. Our technicians work with hand tools in and around the ignition harness which is accessible through the cab of the vehicle. If the technician snapped the cable the client would not have been able to drive the vehicle off the premises.The device “locked out”:The client had a rolling retest violation* on 6/1/16 which caused the device to go into early recall**. (*Retest Violation= The client failed to blow into the device when prompted causing a retest violation- **An early Recall means a client has 5 days to return with the vehicle to our service center for a reset.) The client failed to return within the 5 day time frame so subsequently the device did go into lockout. At that point it is the client’s responsibility to tow the vehicle to our shop for service. LifeSafer is not responsible for the tow bills.During installation, we train our customers about the seriousness of missing appointments and the importance of following their training for our Interlock Devices to work properly for them.Phone call records:When the client and her husband contacted us on 6/13/16 about having the ignition interlock device removed, they were advised they would have to tow the vehicle at their expense (due to the violation lock out) and the client was required to pay a removal fee. They seemed to become very agitated and at that time the client was informed that we could not proceed with the phone call until they calmed down. The client hung up on the call at that time.$51.39 Invoice:The customer had the interlock system removed from their vehicle elsewhere, which is a violation, and dropped it off at our service center on 7/6/16. The technician generated a bill that day. The total of that invoice was $51.39 but did not include all the charges. Later the $51.39 invoice was voided and re-issued with the appropriate charges which included the de-install fee and early termination fee as well. This corrected invoice of $291.11 was mailed to the client’s address. The customer is responsible for the contracted fees of $291.11LifeSafer takes all of our customer complaints seriously and we have researched the matter extensively to respond to this complaint. We appreciate the assistance of the Revdex.com in addressing this matter.Sincerely, Lifesafer Customer Service

August 26, 2016 Sarah Pardee placing a complaint to Revdex.com on behalf of [redacted] - ID of  [redacted] LifeSafer takes all of our customer complaints seriously and are currently looking into the matter.  We cannot discuss the situation with anyone other than Mr. [redacted].  A call has been placed and left for Mr. [redacted] to call us back so that we can handle this directly with the client.  LifeSafer takes all of our customer complaints seriously. We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely,Lifesafer Customer Service