LifeSafer

Thank you for contacting us regarding complaint # ID [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.We also appreciate the...

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

Attached is a response from LifeSafer regarding the complaints made by [redacted] with the complaint IDs of: [redacted] 
This letter is in response to a communication
from you regarding a complaint made by Ms[redacted] on 08/14/2014.  Ms. [redacted]’ complaint...

states she would like a
refund of the removal fee due to scheduling complications and lack of customer
service.
 
I have listened to the calls associated with
Ms. [redacted]’ complaint, and read through her notes.  From listening to the phone calls, I’ve
concluded that we will be reimbursing Ms. [redacted] the cost of the removal and
would like to apologize for the lack of empathy our customer service
representatives showed Ms. [redacted] and their lack of helpfulness. We would like
to also apologize for the lack of notification Ms. [redacted] received regarding the
technician not being at the shop for her appointment. Even if our technician
had an emergency to attend to, it was unacceptable and we will be making sure that
this situation does not happen again in the future.
 
I have notified the Call Center Director, the
State Director and the Regional Director about this issue to ensure our
customer service does not falter again and that Ms. [redacted] receives her refund
of $81.19 for her removal service.  We
would like to apologize again profusely for the frustrations Ms. [redacted] has went
through, as well as our lack of customer service. 
 
Please let me know
if you need any additional information.
 
Sincerely,

The reset which occurred previously did not correct the issue.  I scheduled another appointment for today which is for monthly data to be transferred and recorded, however intend to indicate the previous reset was not effective. The installer is aware this is an ongoing problem with most of the installed devices. The state division in charge of recommending authorized dealers for this device is aware of the device malfuncions of this particular manufacturer due to customer complaints, and is currently conducting an investigation into these complaints. The performance of the equipment is not operating consistent with standards perscribed by the state, nor the description of user instruction by the installer. The remedy is computer related and not due to customer error, whether it is data storage of the camera, or coding misconceptions.  An acceptable conclusion should indicate an error free device, or monies spent completely refunded along with the device removed at no cost to me.

Revdex.com, In response to the Customer rejecting the reply from LifeSafer our reply remains unchanged. The original letter is attached for review and as stated on page two (LifeSafer has gone above and beyond to help Mr. [redacted].  At this point we feel there is no reason to refund money for the deinstall or last month fees and consider this complaint settled. 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.LifeSafer, Inc. fails to address any of the issues in my complaint.  At this time, we do not feel that the blanket response from LifeSafer offers any resolution.  
Regards,
[redacted]

RE: Complaint Activity Report Case # [redacted]We have investigated
the complaint from Mr. [redacted] and have found no product or process flaws.  The devices are calibrated to regulatory
standards at service intervals.  The
failed breath test on Mr. [redacted]’s file is valid as the device was functioning
and operating within standards.  Our
devices use the most recent technology including a fuel cell designed to detect
any form of alcohol.  Mr. [redacted] may not
understand the alcohol content in his food/drinks, the dissipation rate of
ingested alcohol, or the mouth residual alcohols that can occur after ingestion
of certain food/drinks.  However, this
was explained to Mr. [redacted] at time of installation of the device along with
supplemental documentation provided, detailing how alcohol is detected.Due to the findings,
we will not provide a refund or compensation for any monetary values lost
including time to have the device serviced for his failed breath test.  It is his responsibility to ensure he
refrains from alcohol ingestion, especially when using the device as the data will
be upheld on his record.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

December 18, 2015 Revdex.com Re: Case [redacted] We received a complaint from the Revdex.com regarding a customer complaint about customer service issues. As background, the customer is a participant in the Arkansas interlock program that is administered by the State of...

Arkansas and all device settings are consistent with the program’s rules. Mr. [redacted] had his device installed in July 2013 in Arkansas. Upon moving to Tennessee he was placed on our mailer program in June 2014. As part of the mailer program, the relay or base of the ignition interlock device remains in the vehicle. The handset is disconnected from the relay on a monthly basis and exchanged for a new one. The customer orders a new handset monthly which we ship to them. Upon receipt of the new handset, the customer switches out the old for the new and sends the old one back to us. If a new handset is not placed in time the vehicle goes into lockout mode which prohibits it from being driven. Mr. [redacted] locked himself out in December 2014 by not ordering another handset in time. Unfortunately, when he did order it, we overlooked shipping it. He did not contact us until May 2015 after we sent a collections letter to him. Mr. [redacted] returned the handset in June 2015 and we did not charge him the incremental lease fees as a gesture for not sending the December handset. He has also been refunded the fees he paid on 12/30/14. His car is now in a state of disrepair and he cannot drive it. He contacted us in July 2015 about his options for removing the relay. Per Tennessee state regulations, we cannot send a technician to remove it. We explained this and gave him some options. He may have a qualified mechanic of his choosing remove the relay and send it back to us or tow his car to our location so we can remove it for him.  We gave the option of meeting up with a mobile unit or going to a shop in Memphis or Southaven. Due to Tennessee regulations. Mr. [redacted] does not like any of these options and has stated the only one he will accept is a mobile technician coming to his vehicle which we cannot do. We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely, Lifesafer Customer Service

Attached is our Company's response to a complaint made by Mr. [redacted] dated 12/16/2014, complaint # [redacted]December 18, 2014  Cincinnati Revdex.com7 West 7th Street, Suite 1600 Cincinnati, Oh, 45202   Dear Revdex.com, This letter is...

in response to a communication received from you regarding a complaint made by Mr. [redacted] on 12/16/2014. Mr. [redacted]’s complaint states that he was not refunded the 15 days the device was not in his car, totaling in $40.93. He is now requesting the full amount from his Monthly Monitoring appointment on 10/10/2014, totaling in $81.86. After reviewing Mr. [redacted]’s account, we would like to apologize for the delay in his reimbursement. The CSR’s Mr. [redacted] spoke of all notified the correct representatives to handle Mr. [redacted]’s request, and we are sorry that his request was not handled in a timely manner. Our Accounting department has been notified and a check will be mailed today to the address Mr. [redacted] provided via USPS, totaling $40.93 for the 15 days the device was not in his vehicle. We would like to apologize once again in the delay of this reimbursement and would like to congratulate Mr. [redacted] for completing his program with us. Please let me know if you need additional information. Sincerely,   [redacted]Corporate Communications

#[redacted] We received information from the Revdex.com regarding a customer
complaint about billing and device removal issues. The customer is a participant in the Washington interlock
program that is administered by the State of Washington and all device settings
are consistent with...

the program’s rules. Mr. [redacted] had his device installed Feb. 22, 2016.   When the customer came into our shop for an
appointment on 6/2/16, he mentioned he was unsure about his removal date.  We advised the client to check with the DOL
(Department of Licensing) for the actual date.  We did not want to remove the device until Mr.
[redacted] was sure it was approved.  ( A
customer can ask for the device to be removed at any time but they risk getting
their license suspended if it is before their actual release dates that the DOL
issues).   Because of the uncertainty of the DOL approved release date,
Mr. [redacted] paid his usual monthly monitoring fee giving him time to obtain
approval from the DOL. On June 13, 2016, Mr. [redacted] had his device removed. He
was also credited $97.56 for unused days of service. We were not able to refund
the $20. Washington DOL fee as these are charged by the state of Washington,
not LifeSafer. 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

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.
Tell the technician to take a lie detector test because the parking brake cable was broke at the parking in the downwards postion engaged. The vehicle would be able to be driven but the rear brakes would drag we just got a invoice from them monday saying we have to pay 51.39 but they told you 291. 
Regards,
[redacted]

Attached is our Company's response to a complaint made by Ms. [redacted] on 08/28/2014, complaint # [redacted]
Dear Revdex.com,
 
This letter is in response to a communication from you regarding a complaint made by Ms. [redacted] on 08/28/2014.  Ms. [redacted]’s...

complaint states that she was told incorrect information regarding her program with LifeSafer.  Ms. [redacted] has also stated that she has tried to call and talk to someone at the Northern [redacted] State Office regarding this issue and had the police called on her for harassment. She states she has not received a call back from the State Office or the refund of her deposit from LifeSafer.
 
I have reviewed Ms. [redacted]’s account and have spoken to the Northern [redacted] State Director. Ms. [redacted] was told she was not eligible for reimbursement per the contract she signed upon installation and a signed copy was sent to her per her request. Ms. [redacted] called our State Office 26 times within a one hour period. After being threatened by Ms. [redacted], the State Office called the [redacted] Police Department and was advised to not take any additional calls from Ms. [redacted].
 
Attached is a letter sent on 08/28/2014 to Ms. [redacted] from our Northern [redacted] State Office with her signed contract. The letter explains to Ms. [redacted] the terms of the contract she signed on 06/16/2014 upon time of installation. Her contract states “In the event of a normal Early Termination of this Agreement, the client shall not be entitled to any refund of the pre-paid fees or other charges and the Early Termination Fee shall become immediately payable and due, if applicable.”
 
Per the terms of the Agreement Ms. [redacted] signed, she will not be receiving the deposit she paid upon installation. In order to resolve the issue we have offered to waive the Early Termination Fee for Ms. [redacted], totaling in $150 she would have initially been responsible for.
 
Please let me know if you need additional information.
 
Sincerely,

[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]