LifeSafer

[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 ***, and find that this resolution is satisfactory to me A representative from lifesafer contacted me (PAM) and was very niceThe issue is now resolved.
Regards,
*** ***

After all the issues I described in the original complaint I was finally able to set up a second appointment with the Joselo ShopWell, after they asked me to drive from the Gaithersburg to their Rockville shop because the owner was there, so I go there at around 9:am, the owner was still eating breakfast so he asked me to wait until he was done, so I did, a few minuntes later he asked me to pull in to the garage so he can start testing my device, I waited for about an hour and then went outside and saw what he was doing, he was just finishing testing the battery performance and the IID perfornace, after a few minutes he came to the conclusion that we needed to change the device, so I asked if the device was bad he said "probably, beacuse your car doesnt draw voltage when it goes to sleep and the IID isnt hooked up"Anyways I was just happy that the issue was going to be corrected, wellit took him another hour to install the other device, once was done he asked me to come inside the car and start it ( at that point he asked for my CC and said "its for todays service" I didnt say anything and just went ahead and pay} well, after sitting in the car for another mins and hearing his waife complaint because I was holding the business, he saidWell seems like this devise is also faulty, so you have options, you take the old device (the one I came with) or you leave the car overnightAt that point I got really upset and told him nooooThat he needed to fix itHe got on the phone with *** (District Manager) and he told him to have me drive to Annapolis (almost hrs away) so he can look at my car, obviously I refused, after all, I am the customer making their paychecks possible, I felt they should of given me a more convenient response/choiceWell, there I was finally at pm they agreed to overnight a unit (because JOSELO has ran out of good units) so the plan was to install the original unit and come back tomorrow to have another unit installed (pretty sad way to spend my time) I had the chance to talked to a lady named *** *** who is supposed to be part of Upper Management and who really needs to take some Customer Relations course to learn that sometimes customers just want to be HEARD about their issues, we dont care about excuses, we want solutions, but they dont matter if all you do is talk without hearing what customers have to sayShe never apologized for the trouble and the issues they caused to me, not counting the time I spent trying to get this issue solved (months and months)So I will be also filling a profesional complaint against her at the corp offices.But anyways, after all that they sent me home with a faulty unit that didnt even asked to test before starting my car or to retest during my drive back homeVery dissapointing!Ana offered me a free month just to get me to not complaint anymore, but what I want them to do is pay for the battery they made me get for NO reason and pay for my last month of serviceThis company needs to learn to treat customers better!!

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
Re: Complaint ID ***Lifesafer Customer Service’s response to my complaint is inaccurate“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.” The aborts were NOT due to improper useThe re-installation of the interlock device was necessary due to improper installation and subsequent malfunctioning of the unitLifesafer was aware of this, and did not mention it in their responseRe-training was not necessary because the unit failed due to improper installation, NOT due to improper useThe technician at AutoTrim took one look at the unit and immediately informed me that the unit had been improperly installedAutoTrim can be contacted at *** for verification“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 start.”My car has NEVER failed to startAny “violation” has always happened while the car was already running, during a re-testThe “violation” that occurred on February was a detection of alcoholTheir claim of alcohol violation is pure conjectureI had a witness present in the car with me who can verify*** *** can be reached at ***These units have a history of malfunction, particularly in colder temperaturesIt was subzero in Minneapolis on February “The customer refused to bring her car to [sic] in so the device could be serviced and requested that we overnight her a new deviceWe refused.”This was a Friday night in Minneapolis at approximately 7:pmWausau is a to hour driveHow was I to have my car serviced in Wausau on their time schedule? I couldn’t even contact anyone to have it serviced until Monday morningThe $I am requesting was already promised to me by the company on an unrelated matterI have yet to see it$for my time is extremely modestThe $is for the plane ticket I was unable to use because I couldn’t leave the area as plannedKindly add $to this claim for the hotel room that I was forced to cancel without refund(I didn’t include this in my original request because I didn’t have the dollar amount at the time.) And $was the amount I had to pay in storage feesThere are additional charges I could have added for the many inconveniences I’ve enduredI’ve been a conscientious user of this product and I have observed all guidelines and instructions provided to meI’m not trying to take advantage of LifesaferI simply deserve compensation for these expenses that are entirely due to Lifesafer’s product failing to perform properlyI appreciate the assistance of the Revdex.com and look forward to a prompt, satisfactory resolution.Respectfully,*** ***
***
***

December 17, Revdex.com Re: Case *** We received a complaint from the Revdex.com regarding a customer complaint about device issuesAs 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*** *** did indeed have some issues with the original device installed in his vehicleThe device did smoke slightly but was not on fireWe have credited his account for the amount of his towing bill and have replaced the device with a new one. We are sorry for the inconvenience *** *** experiencedWe appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

July 14, 2016Revdex.comRe: *** *** We received information from the Revdex.com regarding a customer complaint about device issuesThe customer is a participant in the California interlock program that is administered by the State of California and all device settings are consistent with the program’s rules.After a thorough review Mr*** records, we have determined that our device is working properlyOur devices are designed to detect even trace amounts of alcohol including alcohol found in certain foods and other items.During installation, we educate our customers about this and emphasize the importance of reading the handbook and watching our DVD so they will how to properly care for and use our device. The information is located on page of our handbook *Warn Light=The Device has detected the presence of alcohol on your breath below the FAIL levelA substance that left trace amounts of alcohol in your breath may have caused thisIf that substance happens to be a recently consumed alcoholic beverage, you need to keep in mind that your blood alcohol level may be rising and you may FAIL on the next test and a Violation will be recorded TIP: Eating, drinking, using mouthwash or medicines that contain alcohol immediately prior to a breath test may result in a FAILED TESTIf this happens, rinse your mouth out with water, take a few deep breaths of fresh air, and retest after waiting at least minutes. Additional notes:The Client was verbally abusive towards 4-of our staff including the manager. The Device was not defective and did not test negatives We gave the client a warning on first high BAC readings recorded and he was not charged for violations.We supplied client with a Handbook and DVD and instructed at the time of installation.The Client demanded that we swap units even though the device was not defective to which we complied in order to appease client even though it was not required We are not required and we do not report weekly or monthly to the DMV We are required to report a device removal to the DMV. The client was informed that if he continued to verbally abuse the staff we would remove the device and he could install with another providerThe abuse continuedAccordingly we removed our device and reported the removal with the DMVClient back charged his credit card on all services he currently has outstanding balance of $which will be turned over to collections if not paid in a timely manner.Our device is working properly; we advise Mr*** to take notes of all of the items he may be eating or using before blowing in to the device and try to troubleshoot at this point 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 matter. Sincerely,Lifesafer Customer Service

Revdex.comRe: *** ***
***We received information from the Revdex.com regarding a customer complaint about service 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*** stated in the Revdex.com complaint that he would like LilfeSafer to pay for an install in his new vehicle, tow, monthly cost refund and any damages the dealership may find due to our device in his vehicleOur records show that Mr*** called 11/28/saying his car would not start because his device was in lockout mode He asked our agent why he was locked out and the agent explained to him that they were unable to know the cause until the vehicle was brought in to the shopA service appointment was arranged with the client the next day ( 11/29/at 9:am) Mr*** informed LifeSafer that he wanted LifeSafer to pay his tow to the appointment LifeSafer informed Mr*** that he may be “reimbursed” for the tow if we determined that our device was the issue when he brought the vehicle to the shopThe client failed to show up at the 11/29/9:appointment We were unable to determine what caused the lockout without the vehicle present.December 1st, Mr*** called telling us that his car was being voluntary recalled and he is not able to bring the vehicle to our location because it is at an auto shop in Spokane Valle WA with a damaged transmissionAs of this date, LIfeSafer has been unable to service the clients vehicle We arranged for Mr*** to bring his car in the day after he was having issues and he failed to show up Because of this, LifeSafer cannot determine the device’s status for consideration of any service/refunds Mr*** is requesting We advise Mr*** to make an appointment to bring the vehicle with the device in it for our technicians to examine before we can discuss his concerns 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 matter.Sincerely,Lifesafer Customer Service

3/2/Revdex.com Re: Complaint ID *** We received information from the Revdex.com regarding a customer complaint about product issuesThe 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 rulesThe 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 explainedThe 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 productLifeSafer 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

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
My husband never received a call from LifeSafer, IncFor reference, his number is *** ***
Regards,
*** ***

Re: Complaint ID *** We received information from the Revdex.com
regarding a customer complaint about customer service issuesThe customer is a
participant in the Connecticut interlock program that is administered by the
State of Connecticut and all device settings are
consistent with the program’s
rules.Customer’s Statement of the Problem:A lifesafer device was installed on Feb 24,
and since then I have had to have it serviced three times and my truck towed to
the shop onceI have read some of the other complaints and mine are the same
Draining my battery, blowing in the the devise every 5/of a mile, the refuse
to uninstall it so I can go to another company. Over chargingI have lost time from work
and the cost is $$$$The customer service is doesn't exist.LifeSafer
reply: We have tried to reach Ms***
several times (April 9th and April 11th, 2016) at her phone number listed above. We have left a number for her to call us back
each timeThe
Client has not returned our calls as of this date, April 28, We are
unable to try to resolve the client’s issues until we are able to speak to
her. The
client has been given *** and we are waiting a return call.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

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Dear Revdex.com,LifeSafer states violation reports are sent to the state from the clients device upload when he/she comes in for their monthly appointmentTo make sure it was going to be removed my month I contacted LifeSafer to schedule download 11-30-at 1: I also called and had a 3way conversation with WADOL and LifeSafer where WADOL told them they need the form of complianceThe installer could only tell me that because of a violations LifeSafer will not remove itThey did not send WADOL the form of complianceI have received an email 4-from *** *** "to call the call center:I Did 4-and the representative stated unable to contact me to the state office at this timeI replied to *** *** exactly what the representative saidHe responsed claiming will only refund month and daysI don't see any reason to call againThey are at fault they know they owe me the months and just need to mail me my refund checkSend me a copy of the Oct Violations and I will forward it to WADOLAgain you can not have a violation per WADOL if you are not drinking.***
***

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
In regards to the response from that company they do not treat their customers with respect they do not fix what has been damaged from their company and they also are not responsible for what anybody does to someone's vehicleWhen I first took my vehicle in my vehicle drove in perfectly fine they installed the ignition interlock after the ignition interlock was installed the car would no longer startI had to have the car towed to the *** dealership which cost me money for towing and also $for the inspection and $to fix the damage that they caused my vehicle that was not there before the vehicle went into their shopThe second time they caused damage to my vehicle was when the tracking device came undone because they were working around it and knock it off it ended up in my steering column which caused me to be unable to steer and also unable to break when I was on the freeway which almost caused an accident I took it to a shop that day and they pulled the ignition interlock device and move that and move the tracking device out of my steering column so I could steer back to a company and they refused to fix it they told me that I had to schedule an appointment and I couldn't drive my vehicle around with the ignition lock not being where it should be and they did nothing about itThe guy was rude he refused to fix it and told me that I need to fix that when it was not my job I've gone through ignition interlock with this company because of device failure it says on the device device failure which means it's the device I have not once ever failed my device and every time I took my car in to have the device recalibrated they had an error and it could not be recalibrated due to their device not to my car due to the device between the damage and the time that I've had to spend there and the money that I paid them in the state has paid them they should've got it Right I have contacted Washington State patrolI have contacted Washington State patrol the ignition interlock department and they told me that *** was being illegal when she told me that she was gonna have my commission and I lock removed the next day Appointment that she made for the next day she didn't even talk to me about she left it on the voicemail that I naming get in timeThe Washington State patrol ignition interlock department said *** was not allowed to remove a nation in a lock for my vehicle because I had paid for it and because it would mess up my license but she still thought she was able to do it I've contacted their corporate company multiple times and they have done nothing I will be calling them again today and somebody's going to do something because they are going to pay for the new ignition interlock in stall at another place since they already charge the state for it and now are saying that they don't want to service me because they keep damaging up my vehicle
Regards,
*** ***

We received your information regarding the customer's complaint. LifeSafer takes all of our customer complaints seriously and we are currently working on a response Sincerely,Lifesafer Customer Service

February , Revdex.com Re: Case *** LifeSafer received this
complaint regarding billing issues from the Revdex.comAs background, the customer is a participant in the Arizona interlock program that is administered by the State of Arizona and all device settings are consistent with the program’s rulesOur customer service department called the client and clarified for him any and all confusion he had regarding the billingWe bill month in advance and explained to him that all that is due on the day of removal is the removal feeAt this time the client had no further questions. We appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

January 20, 2015 Cincinnati Revdex.comWest 7th Street, Suite
Cincinnati, Oh, 45202 Dear Revdex.com, This letter is in response to a communication received from you regarding a complaint made by *** *** *** on 01/06/2015. *** *** complaint states that her device was malfunctioning and that she was unable to reach LifeSafer to resolve her issue. We would like to profusely apologize to *** *** for the inconvenience this has caused herWe unfortunately had a very large influx of calls when *** *** was trying to reach us and resolve her issue*** *** was required to have her device reset on 01/07/and was not charged for it due to the malfunctionIf *** *** had to tow her vehicle to the service center, we would like her to fax her receipt to our corporate offices with attention to *** *** at ###-###-#### if she has not yet been reimbursedWe will also be issuing *** *** a credit to her account for her troubles We would once again like to apologize for the troubles *** *** experienced with our device and we are happy to say that any issues she was having is now fixed and our Call Center call wait time has subsided significantly. Please let me know if you need additional information. Sincerely, *** ***Corporate Communications

After reviewing recordings of Ms***'s calls to our call center and her event logs I have found the following:Our Colorado State Director did attempt to contact Ms*** but his calls weren't answered and he wasn't able to leave a messageMs*** hasn't been to one of
our shops so we can inspect her deviceShe is scheduled to have her device removed tomorrow

We received information from the Revdex.com regarding a customer complaint about battery issuesThe customer is a participant in the Virginia interlock program that is administered by the State of Virginia and all device settings are consistent with the program’s rules*** *** went out of town and when he returned his battery was low. The battery needed to be charged “before” the device was used to start the car A low battery can cause the device to not work as it should **The battery needs to be at a consistent voltage, 12V or higher in order for the device to work properly. During installation, we train our customers about the importance of reading the handbook and watching our DVD so they will know and understand all the factors than can cause our device to give bad resultsThis includes the importance of keeping the battery charged. As long as our customer follows the information they were trained on, there should be no device problemsLifeSafer 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

Hello I just wanted to state why I rejected their offerMy complaint ID is ***.This company has made me pay for things I never received any information on, nor was it mentioned in my contract with themSuch as when my interlock device detects the battery is dead it determines your
vehicle must be locked out. Which causes you to have to tow the vehicle inI paid 125$ twice for a towing serviceFrom a local business called *** TowingI have many other issues with this company because I have a binding contract that I can't leave early because I will suffer a charge for doing soI can't leave until my time is upThey have charged me on several occasions for things not listed in my contract with themAnd when I asked for information on where I signed making me aware of certain things such as the battery dying and the car needing to be towed they simply stated it was told to meAnother problem I have is that they charged me a few times for blowing alcohol into the machine which is technically wrongI had consumed no alcohol, nor had I used any of the products in my contract that would cause the machine to read alcohol and yet they still asked me to pay 55$ timesTwo of which they credited me back 55$ on the third time they didn'tBasically the machined malfunctioned and I was charged for thatAnother time they attempted to make me pay more was when I used the device while leaning out of the truckWhich I fought them on and again received a credit because it's not in my contractAnd I made them read it right in front of meNow here's my issue they have no record of them crediting my account except one time at least that's what the lady Mary Ellen told meWhich I have receipts for some of these credits so she was lying to meShe also told me that in the state of New York stated I couldn't be credited back if alcohol was blown into the machine even if the machine was faultyWhen I asked for some sort of proof this law regulation existed she stated she didn't have to give me any information on it and that she was trained that way. Which makes no sense because I was credited back twiceAnother time they told me I was ok to bring my truck in on Friday and that my truck wouldn't lock out on me even though I saw the flashing red light which indicates you have a few days to bring it in for service so I asked the person I was speaking to if Friday was ok and if it would lock out on meHe stated that I was fine to come on Friday and I made an appointment. Friday morning comes around my truck is locked out and yet again I pay for a tow another 125$None of the tows were reimbursed. This company has already had opportunity to review all the calls because on previous calls with them I told Mary Ellen about how they reimbursed me for the first two times the machine malfunctionedShe already stated she was looking into it and review the calls about a month before I actually decided enough was enough and to contact the Revdex.comThese people are taking advantage of more than just meI believe a government ran program should take care of something like this considering it was court orderedThese people are running it the way they want and given my current situation I can't do anything about it because if I decide to leave them and join another program I will have to pay the early for leaving their organization early and pay for installation somewhere elseIn a nut shell I rejected it because they already told me they were reviewing all the calls and would look into it which never happened so their response is absolutely not logical. Thanks for your time,Kevin M ***

In Canada all client information is considered private and individuals must go through FIPA ( The Freedom of Information and Privacy Association)Therefore, we cannot issue a response via the Revdex.comThe appropriate contact person within our company has been notified and this matter is being
handled directly with Mr***

December
17, Revdex.com Re: Case *** We received a complaint from the Revdex.com regarding a customer
complaint about device issues.As
background, the 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 rulesIn response to Mr*** complaint about aborts on his device, we have
reviewed the customer’s device logs and found several “aborts”Per Texas set
points, the device is programmed to prohibit the vehicle from starting after a
certain number of “aborts”The aborts were as a result of Mr*** not blowing
properly into the deviceLifesafer trains our customers on the proper way to
use our device, however, sometimes clients require additional trainingOnce
Mr*** brought this to the attention of our technician, he was provided with
additional training at no chargeMr*** communicated to our staff that he was
confident he knew how to properly use the device. We consider this issue resolved.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