LifeSafer

Thank you for contacting us regarding complaint #ID LifeSafer takes all of our customer complaints seriously and are currently looking into the matter We appreciate the customers concerns and will respond shortly after all data has been gathered and a reply is determined Your patience is appreciated We appreciate the assistance of the Revdex.com in addressing this matterSincerely, 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

August 26, 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 seriouslyWe appreciate the assistance of the Revdex.com in addressing this matterSincerely,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.] I am rejecting the unreasonable amount of month refundWhen in fact they owe me months $They should not be tricking people into keeping this device to profitI completed my months without violations and was forced to continue keeping it for as long as they could get away with itThe fact is I do not drink and so there was no way I could have had a violation since WADOL base there compliance on alcoholAs I explained I tried to get LifeSafer to send my form of compliance to WADOL and they refused to in November and it would have been removedThe months of DEC,JAN,FEB, and March is $that I had to pay Not to mention the time off work and other expenses I had to pay Robby [redacted]

We are currently reviewing all the files and phone calls associated with this complaint and will respond appropriately when our investigation is complete

After reviewing the details of Ms. [redacted] complaint as well as the event logs that track all activity for our device I have found the following:The car is rarely driving except to scheduled monitoring appointments.Proper breath samples are not being administered, meaning the car will not start.... This registers as an aborted test. 5 aborted tests places the unit in temporary lockout.The device was circumvented in February without a court order. This is a violation of state law.In summary, [redacted] is not using the device properly. This is not a device malfunction but user error.On 5/15/2015, after speaking with court officials, we removed the unit from Ms. [redacted] vehicle. In accordance with state law, all reports and a summary have be given to the New Jersey DMV.

[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]

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 Responding in regards to my complaint on 1-14-The device has been working properly, hoping they got the issue resolvedI still have paid over $dollars on resets to the device that had nothing to do with me, when it was their issueWhich could lead for me to having the device longer than I shouldThey need to make note that the problem was on their endSo I can have the device removed when plannedOver all life safer has very poor customer service Thanks, [redacted]

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/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 complaintIhave 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 Mrand Mrs[redacted] and as a gesture of good will we would like to reimburse Mrand Mrs[redacted] their de-install fee, totaling $as it was LifeSafer’s mistake that caused the delay in getting theirdevice removedWeare 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 Mrand Mrs [redacted] Please let me know if you needadditional information

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 engagedThe 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 but they told you 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.] There are so many misinterpretations with this responseFirst 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 modeI waited at the shop for an hour and a half while the technician reset the machineThat was the 17thI had to go back and tell the technician about this so he could call and get the $credited to my accountSo there was no good faith refunded on my accountI called about this and it should be on recordLet me also say that I am on probation and my probation officer has known about these problems since having this device installedThe battery disconnect is from the device draining the battery to the point of it killing the power cells and it having to be replacedI have credit card statements and receipts of the purchase of the batteriesAgain something that I have called about and is on record with this companyThe next thing is when I have missed appointments I have called and rescheduled within the allotted to avoid a lockoutMy December appointment was scheduled for the 18thI 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 implyingDuring installation not once was I told that the device would drain my battery to the point it would have to be replacedThere was a short video then an explanation on how to operate the deviceI had my girlfriend there and her father so it is not only my word about thisI am sure if Lifesafer sends you the video you will see that there are no implications on there about the batteryThere was no missed appointment as Lifesafer is implyingI was charged again $as tampering because of the battery, which Lifesafer has failed to mentionI 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 deviceLifesafer did not care and immediately charged meI also have receipts on when my appointments are scheduled so I can prove that I did not have a lockout for missing an appointmentLet me say this againI was credited $for the machine being stuck in wait mode at my November appointmentI was charged $for a tampering fee because the battery had diedI 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 machineLet 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 officerAs it is now I will be getting off of probation months early and will be getting this machine out in the next two monthsThe response from Lifesafer has so many statements in it it is unbelievable Regards, [redacted] ***

Mr. [redacted] called and said Ms. [redacted] has taken care of everything. She has handled everything correctly to which he is satisfied. They communicated via phone and email and resolved the matter.

1* *** *** can obtain a receipt at any time by contacting our Garland office at: ***
2.
*** *** is still in possession of our equipment and has refused to return
it. He has been in collections since
February

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

The reply sent to Revdex.com on 11/1/was our final response to Ms***. It was determined that our device was working properlyTechnicians went to Ms***s house and discovered a low battery, the battery was charged and the device passed two tests at that time. This was explained to Ms*** LifeSafer is not responsible for the condition of the customers battery or alternator that charges the batteryThe customer is responsible for this. Information regarding the importance of a good battery charge is given to the client during training as well. There is nothing else we can do at this point. LifeSafer’s device works properly on a good battery charge Thank you,
*** ***
*** ***
*** *** ***

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 thisSincerely, Lifesafer Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have a recorded phone call between myself and an associate of this company and she stated that when eating foods with yeast or spicy foodThat it will trigger it to be read as alcoholThis is not part of my agreement that I signedIf you would like that 'recorded phone call I'll be more then happy to provide it
Regards,
*** ***

This has been resolved with Ms*** to both parties mutual satisfaction

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.
Regards,
*** ***

[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 11874168, and find that this resolution is satisfactory to me.
Regards,
*** ***