LifeSafer

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/Ms**’s complaint states thatshe received an informational brochure sent to her home regarding a DUI/DWI onher recordMs**’s complaint states that she has never received a DUI and isrequesting $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 WashingtonOur Marketing department does not currently send anyDirect Mail to Washington State either.We would like to request Ms [redacted] provide us with a copy of the brochure shereceived so we can investigate further and hold the responsible partiesaccountableWe would like to greatly apologize to Ms [redacted] for the inconvenienceand stress this situation has caused her and assure her that she willabsolutely be receiving her $back via check mailed to her home addresswhich has already been processed Pleasehave Ms [redacted] fax, scan/email or mail a copy or the brochure itself to thecontact information below

CUSTOMER EXPERIENCE INFORMATION ID of [redacted] Customer Information: [redacted] Complaint Involves: Customer Services IssuesCustomer’s Statement of the Problem: I called multiple times trying to find information about what I had to do to get my car running again because my car went into lock outTo start with the first two customer service representatives where rude, and laughed at my situation, nor did I gain any informationEven when I got a supervisor I received the same level of incompetence, it took far to long to find out that I would have to have my car towed to the service locationThis brings another problem, they advertise mobile service, and there was none in my area or any surrounding area available to come service my carI received an awful customer service experience from start to finishDesired Settlement: I want the service fee for the last month and the uninstall fee wavedDesired Settlement: Billing Adjustment --------------------------------------------------------------------------------...⇄ August 10, Revdex.com Re: [redacted] # [redacted] We received information from the Revdex.com regarding a customer complaint (see above)The customer is a participant in the Michigan interlock program that is administered by the State of Washington and all device settings are consistent with the program’s rules.Mr [redacted] filed a customer service complaint with the Revdex.com.The client called the LifeSafer Call Center four times during the month of JulyWe listened to each of these calls and at no time were our customer service agents rude to Mr [redacted] or laugh at his situationBelow is a detailed summary of our interactions with Mr***.JULY 14, 2016:Mr [redacted] missed his 7/14/monitoring appointment scheduled for noon and received a missed monitor auto call on the 15th which prompted him to call into the Call Center on 7/He advised the agent he spoke with that he was at work at the time of his appointmentThe agent advised there would be a missed appointment fee and we would need to reschedule himAt this point, Mr [redacted] asked how much the deinstall fee wasThe agent asked if he was done with his program and Mr [redacted] advised that he was not, that he couldn't afford it and that he couldn't drive any more so he was just going to get the device deinstalledThe agent advised of the $early termination fee; Mr [redacted] did not comment or respondThe agent then advised the deinstall fee is $At this point, Mr [redacted] asked why there was a $early termination fee and informed the agent that we do not mention this in the contractMr [redacted] became frustrated at this time and expressed his displeasure with the situation and the courts and stated he could not afford to pay for this month at allThe agent advised he would need to speak with the courts before having the device removed and should then call us backThe call was terminatedAll policies regarding missed appointments, early termination and removal - including all associated fees - are outlined in our Client Handbook given to every client at the time of installation.JULY 15, 2016:Mr [redacted] called back immediately after speaking with the first agent on the 15th, and immediately began cursing at the agent, advising her he needed the device deinstalledHe advised the agent that he could not pay for a deinstall for another week or so until he got paidThe agent let him know there was a day grace period and that if the device was not serviced by the 19th, the vehicle would go into lockoutMr [redacted] acknowledged this with a simple okay but then stated he couldn't payHe asked what the date of lockout was and when the agent advised the 19th, he became belligerent with her, telling her he had to drive the vehicle to work so he could get paid and that he didn't care what she did or when she scheduled the appointment as long as he could continue to drive the car so he could continue to work and continue to be paidMr [redacted] was very upset that the device could not be deinstalled without same daypayment and disconnected the call on the agentFor clarification, once the device goes into lockout the car cannot be driven and must be towed for service.JULY 22, 2016:The next call from Mr [redacted] was on 7/Mr [redacted] explained to the agent thru several yawns that his car was in lockout because he missed his appointmentHe was pleasant until the agent advised he would need to have his vehicle towed due to the lockout, and asked the agent if there was a mobile unit that could service him as we advertiseWhen the agent advised that we could not do a mobile reset as there was not one in his area, Mr [redacted] became verbally abusive with the agent and demanded to speak with a managerHe disconnected the call while waiting for a supervisor.Mr [redacted] called back immediately after disconnecting the call and left a message asking for a call backOur agents returned the call within minutes, but reached his voice mail and left a messageIn the interim, a LifeSafer agent called him after he disconnected while waiting for a supervisorThe LifeSafer agent went above and beyond, checking to see if there were alternatives for Mr***When she advised him that he indeed would need to tow, he became even more verbally abusive with her and advised he would just take the device out himselfWhen the LifeSafer agent advised that this could jeopardize his eligibility with the program, he disconnected the call.LifeSafer has gone above and beyond to help Mr***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 conclusionWe appreciate the assistance of the Revdex.com in addressing this matter.Sincerely, Lifesafer Customer Service

Thank you for contacting us regarding complaint [redacted] We take all of our customer complaints seriously and are currently looking into the matterYour patience is appreciated and we will respond accordingly as soon as all information is gathered regarding your concerns within the next weekWe also appreciate the assistance of the Revdex.com in addressing this matterSincerely, 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 company has not resolved this issue, nor have they contacted me, and they stated that they take their complaints seriouslyIf that was the case then they would have taken my multiple weekly calls, complaints, concerns, and anger regarding what I had to deal with more seriousThe situation would have been resolved before I had to remove their faulty device out of my vehicleAlso, they would have reimbursed me as one of the area directors of lifesafer already stated that they wouldI also feel that the lifesafer employees would have taken it upon themselves to know the client they are calling and have correct information before contacting meNothing says I don't care about a client like stating the wrong name, location, and state I live inNot once but multiple timesI feel that lifesafer has done nothing to show that they care nor do they take their complaints seriouslyLifesafer has already been removed in Virginia once as an interlock company due to poor customer service and lengthy install timeThey were after a period of time allowed to provide services again on a month probation periodHow is it that they have already been held accountable once, yet they still are allowed to treat their customers however they wantI also had a camera unit installed but the state of Virginia doesn't require oneLifesafer really needs to listen to their clients, hear their complaints and find some long term solutions for these issuesThey need to educate their so much more than what they doThey also need to educate the people that install them as they know just about as much as the new clientWhich is nothing! If lifesafer actually took as much time owning up to their faulty machines as they do denying there is a problem and blaming the client, they might actually resolve some their issuesIt seems that most complaints are about the same and lifesafer just denies any fault and blames the clientI have a difficult time believing that every client is identical to the next and all have the same problemsThe common theme is lifesafer it stays the same but each client is differentThat has to tell you somethingI hope that Lifesafer actually owns up to what they said they would do However I heard that a few months agoHad it not been for my continually calling and getting other agencies involved I still would be waiting on lifesafer to fix their device and I would still be paying a lot more money than I shouldI had to switch companies due to lifesafer not handling the issue and their lack of interest in the problemJust because people have to have the interlock doesn't mean that the interlock company can act in any manner they please and not be held accountable for their gaps in good business practices and faulty devicesThey need to take responsibility in their mistakes just like we had to take responsibility for our DUIsWe should be getting the service we were promised and the service we paid forAsking for reimbursements is just the bare minimum of what should be doneOur time, loss of hours at work, and additional money we have lost should also be accounted forBut if reimbursement for additional resets due to a faulty device is all I get I will accept thatLifesafer needs to right their wrongs and if they sweep this under the rug like they do a majority of their clients with issues, then hopefully they will have to suffer consequences just like everyone elseAnd their consequences may be much more severe if they continue to behave in a manner as nothing is wrong Regards, [redacted] ***

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/ Ms***’ 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***’ 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 helpfulnessWe would like to also apologize for the lack of notification Ms [redacted] received regarding the technician not being at the shop for her appointmentEven 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 $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,

July July 28, Cincinnati Revdex.com West 7th Street, Suite Cincinnati, Oh, Dear Revdex.com, This letter is in response to a communication we received from you regarding a complaint made on 07/15/by Mr [redacted] *** Mr***’s complaint states he would like a refund of $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 tankHe called our technician and the technician provided a mobile service to inspect the area in question Mr [redacted] was charged $for the mobile serviceMr***’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***’s account state that we did try and reach Mr [redacted] on 06/03/regarding the unpaid service charge, leaving him a voicemail when we weren’t able to reach himAny other email communication noted in Mr***’s account state the content was regarding Mr***’s battery dying, to which our technician responded to promptly Mr [redacted] stated there was an overcharge of $at the time of the removal of the device The $charge was for the mobile service provided on 03/12/that went unpaid To address Mr***’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 $for the replacement of his coin tray in his vehicle that was broken during installation, totaling in $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***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

January 12, Revdex.com Re: Case [redacted] LifeSafer received this complaint regarding billing issues from the Revdex.comAs 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 rulesIn her complaint Ms [redacted] states she took her car to a mechanic for service and afterward required service on her ignition interlock deviceAny time a LifeSafer client has work performed on their vehicle they must provide a Mechanic’s Affidavit prior to the serviceThis is explained to all clients at the time of installationIf, 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 chargedThis is precisely what occurred in this instanceSince 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 workOur State Director has left messages to this affect for Ms [redacted] We appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

Attached is our Company's response to a complaint made by Mr [redacted] dated 12/16/2014, complaint # [redacted] December 18, Cincinnati Revdex.comWest 7th Street, Suite Cincinnati, Oh, Dear Revdex.com, This letter is in response to a communication received from you regarding a complaint made by Mr [redacted] on 12/16/Mr***’s complaint states that he was not refunded the days the device was not in his car, totaling in $He is now requesting the full amount from his Monthly Monitoring appointment on 10/10/2014, totaling in $After reviewing Mr***’s account, we would like to apologize for the delay in his reimbursementThe CSR’s Mr [redacted] spoke of all notified the correct representatives to handle Mr***’s request, and we are sorry that his request was not handled in a timely mannerOur Accounting department has been notified and a check will be mailed today to the address Mr [redacted] provided via USPS, totaling $for the days the device was not in his vehicleWe would like to apologize once again in the delay of this reimbursement and would like to congratulate Mr [redacted] for completing his program with usPlease let me know if you need additional informationSincerely, [redacted] Corporate Communications

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***’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 conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely,Lifesafer Customer Service

On Tuesday, September 23, Mr [redacted] initialed the Service Agreement section that refers to FEES and OTHER CHARGES, acknowledging that he received a copy of the Service Providers Fee ScheduleMr [redacted] Signed the bottom of the Service Agreement accepting to pay all fees and other charges arising under the Agreement in accordance with the Terms and Conditions There have been no Fees charged to Mr [redacted] other than those on Fee Schedule.After reviewing the event logs and activity on his device, there is no indication that there was a malfunction of any sortThere was alcohol present when Mr [redacted] blew into the device to start his carOur device is designed to sense any sample delivered/detected at or above per New York State Regulations Mr [redacted] can go to http://www.criminaljustice.ny.gov/opca/ignition.htm to get more information on the NY State rules and regulations governing the State Ignition Interlock Program Mr [redacted] Desired Settlement: Refund – Credit Card Credit:LifeSafer is dedicated to public safety Our number one priority is to keep the roads safe from Drinking and Driving LifeSafer devices are carefully designed with this in mind and we work hard to help our clients successfully complete their programAny fees charged to Mr [redacted] are as a direct result of his failed breath tests and are on the Fee Scheduled that was signed for and accepted by Mr***.Based on these facts we will not be issuing a refund to Mr***

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 abortsThis could have been errors on the client’s part with the the device settings *** [redacted] was charged for two violation resets at $eachWe will issue a $refund total It will be mailed to the address given on this complaintLifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely,Lifesafer Customer Service

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

3/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 properlyWe offered to retrain the customer over the phone or in person at one of our facilitiesShe declinedAs 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 equipmentThese lockouts and early service recalls are due to violationsThis means the device detected alcohol and would not allow the vehicle to startIf too many violations of this type occur, the device goes into early service recallWhen this happens the device must be serviced within a certain amount of time or a complete lock out will occurThe customer refused to bring her car to in so the device could be serviced and requested that we overnight her a new deviceWe refusedDuring 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 likeThe charges for these violations are also explained.The customer is requesting $for a discount, $for her time, $for a plane ticket and $for storage fees and re-calibration labor fees We have gone out of our way in an attempt to satisfy Ms***We have replaced several handsets, reinstalled a device and offered her appointments at several locationsWe 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 conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely,Lifesafer Customer Service

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 effectiveThe installer is aware this is an ongoing problem with most of the installed devicesThe 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 complaintsThe performance of the equipment is not operating consistent with standards perscribed by the state, nor the description of user instruction by the installerThe 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

March Revdex.com Re: [redacted] We received information from the Revdex.com regarding a customer complaint about removal issuesThe customer is a participant in the Texas interlock program that is administered by the State of Texas and all device settings are consistent with the program’s rulesMr [redacted] was required to have a month compliance in order for LifeSafer to be able remove the device This means he needed to go months straight without a violationThe client had a violation before his months were completed on 10/19/causing the program to extend further until he completed months in a row without violationsAs of this date the client has been eligible for removal We have been able to send the eligibility paperwork in and scheduled a date for removal The device was removed 3/21/LifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

March 3, Cincinnati Revdex.comWest 7th Street, Suite Cincinnati, OH Dear Revdex.com, This letter is in response to a communication received from you regarding a complaint made by [redacted] on 02/21/ M [redacted] complaint states that he was having issues with his device and states that our after-hours technician did not call him back regarding his issues I have spoken with the State Director and reviewed [redacted] client file On 02/19/and 02/20/2015, our after-hours technician called Mr Bagood multiple times, even leaving voicemails requesting [redacted] to call us back so we could fix his issuesOn 02/11/2015, [redacted] was provided with an interlock exchange at no cost to himWe just recently provided [redacted] with another interlock exchange on 02/25/at no cost to him Our service technician replaced the relay and handset and triple checked all the connections, stating that [redacted] vehicle started 5-times in a row without any issues and [redacted] left without issues as well We would like to apologize for any inconvenience [redacted] experienced and hope that our good faith effort to provide these fixes at no cost to [redacted] will resolve this issuePlease let me know if you need additional informationSincerely, [redacted] Corporate Communications

Mr [redacted] check has been issued and he will receive it in the mail sometime during the week of

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 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 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 $to have the car towed to Lifesafer (which I have had to do on 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, and the resulting loss of license, incarceration, and a now useless vehicle

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 Please review my facts Additional Notes · I was absolutely not given a brochure or DVD when I first started with Lifesafer · The company decided to hold my car for half a day due to the device that they planned on installing wasn’t working, and the installer had already opened up my car for wiring and he had to go to another location to pick up a new deviceOnce installed he never gave me those items, or didn’t give me any verbal information regarding the food restrictions · When the device went off again due to food, the company called me warning me that it was my last warning and two days later the device went off again due to food ( again without knowledge of food restrictions) · I called the company about the device, telling them that it was defective because I didn’t know otherwise Then the staff was mocking me saying that I shouldn’t be drinking alcohol and that’s why you are here This response above is what led me to respond out of frustration, after I told them that they were useless I asked to speak with their supervisor and they told me that he couldn’t do anything to help meAfter that they hung up on me · After I was able to get a hold of Tim the supervisor, he didn’t want to hear my story and said it wasn’t the device and told me I would have to pay a dollar fee for blowing hot( mind you again no knowledge of food restrictions) · When I went in for reset the device due to it being locked, they then gave me a brochure and a CD which was two months after using the device I have only ever asked for help and assistance with this company, but they cannot admit to not giving me the primary important informative I deserved This is horrible customer service and inhumaneThis was never about the money, but to admitting when you didn’t advise your clients correctlyAs a person who works in retail business, I would never disrespect a customer by calling out there mistakes or telling them that they are drunk and then making them pay for the unknowing mistakes they made Regards, [redacted] ***

April 16, Cincinnati Revdex.com 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/ [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 timeIn September we charged her for violation disconnects but credited her account after she provided proof that the vehicle was in the shopIn 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/and has successfully completed her program with us.Please let me know if you need additional information Sincerely, [redacted] Corporate Communications