LifeSafer

Please see the attached response to complaint #*** made on 01/14/by Mr. *** ***
Dear Revdex.com,This letter is in response to a communication we received from you regarding acomplaint made by Mr*** *** on 01/14/2015. Mr*** complaint
states that he ishaving issues with his device and we were unable to provide him with a fast andeffective solution. Mr*** isrequesting we fix his device so there are no further issues and provide bettercustomer service.Mr. *** was incorrectly charged on 01/14/for his two resets, for that wewould like to apologize profuselyWe have notified our Accounting departmentand they will be sending Mr*** a refund check for his reset on01/14/and it will be mailed via USPS. We will also be waiving the balance on his account for the second reset totalingin $53.81, and will be crediting his account $for his troubles. If Mr*** is still experiencing issues with his device, we would like toprovide him with a complimentary reset once again to fix it. We have notated Mr***’s account toensure he is not charged for this appointment.We would like to once again apologize for the inconvenience this has caused Mr***and for the way he was treatedIf Mr*** would like to email ***
*** at ***to discuss the employees that mistreated him, we will make sure that the issueis addressed with them and necessary actions are taken.Pleaselet me know if you need additional information. Sincerely,

Attached is our Company's response to Mr*** ***, complaint # ***

Revdex.com Re: *** * *** We received information from the Revdex.com regarding a customer
complaint about removal issuesThe customer was a participant in the Texas and Washington interlock
programs The states handle the rules
and violation process. As part of his program, Mr*** was required to have a
month compliance with no violations for the state to grant removal of his
deviceUnfortunately, he had a violation before his months were completed on
10/19/15. Violation reports are sent to
the state from the client’s device upload when he/she comes in for their
monthly appointmentLifeSafer does not have the authority to adjust any
readings our device sends to the state.
The client must contact the State directly if he would like to challenge
the violation charge. The State released the client on 2/19/after months with
no violations and the device was removed by LifeSafer on 3/21/16.We have offered a refund to Mr*** for the daily
monitoring fees he was charged between 2/19/and the removal date of 3/21/
The client stated that he did not fail
any tests and he is not going to take anything from us but the full refund
including monthsHe stated he works nights and he at the time of this letter
will not return any of our callsLifeSafer 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

LlifeSafer has researched this matter extensively and considers the original reply dated Feb a final conclusionWe have attached the letter again if needed. Thank you, 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
Regards,
*** ***

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,
*** ***

Thank you for contacting us regarding complaint #ID *** *** LifeSafer takes 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. We
appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

After reviewing the details of Mr***'s file it appears there was a hiccup with the device in his carThis in no way affects the accuracy or function of the device but is an inconvenience.We have credited Mr***'s account $and are sorry for the inconvenience this has caused

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
Had my payment to them been a day late I would have been assessed a late fee without mercyI find it inexcusable that all they say is, "we apologize and we will NOW issue a refund." I am requesting a refund for the full amount given that reasonable opportunity was available to avoid paying the full amount and the appropriate action was not taken by their technicianIn addition, it has been two months since a refund was due to meI requested the refund in a timely manner and they are barely taking action due to the Revdex.com complaintHad this amount of time had been taken by me to pay them interest and penalty charges would have been assessedI request that they do the right thing and refund me the entire amount requested
Regards,
*** ***

Revdex.com complaint # ***; on Jun I received a check in amount $(full claim amount) from LifeSafer; issue is now settled; thanks for your help

In order for a device to function properly, the vehicle in which it is installed must be properly maintainedThis includes the battery and electrical systemIf the battery doesn't have sufficient power the device will not workWe inform clients of this upon installationIt is the responsibility
of the vehicle owner to provide this maintenance.Since we can't confirm the car's electrical system was properly tested before the device was installed we would like test the car and install a new device at no charge to Ms*** at her next service appointmentArrangements have already been made with Ms***

Ignition Interlocks are connected to thewiring of a vehicleThe device works by measuring the amount of alcohol in anindividual’s systemIf the driver’s breath test is below the pre-set limit thecar will startThe device needs to be serviced and calibrated every or sodaysThe device records a variety of information such as the driver’s BrAC,battery voltage, amount of time the car is driven, failed tests and otherviolationsAll of this data then appears in a logI believe this is what Ms.Connell is referring to when she mentions a “data sheet”The logs all indicate the LifeSafer devicesinstalled in *** ***’s vehicle worked just as they are designed to doInaddition, after replacing devices for her as a goodwill gesture the previouslyinstalled devices were found to be in working order.Battery Voltage: It is the responsibility of the owner to maintain their car insuch a way that it can support the interlock deviceAll customers are informedof this when their device is installedA low battery will not supply enoughpower for the unit to function properly*** ***’s battery voltage was toolow to operate the deviceThis is further supported by *** ***’s statementthat after replacing her battery her current device is working properly.Aborted Tests: *** *** had repeated aborts on her logsThis shows she wasnot providing a proper breath testIf a breath sample isn’t done properly, thecar will not startAgain, this is not a problem with the deviceIt is designedto work this way.*** *** was indeed locked out of her vehicle on 3/4/15due to lack of calibrationThe service light began flashing on 2/as areminder of her upcoming required calibration (state required) but she did nothave the unit servicedAgain, this is not a fault in the device but the waythey are designed and is a condition of *** ***’s program with the state.Based on the above information there is no indication thedevice/s were faulty and we will not be issuing a refund.We wish *** *** the best of luck in the completion ofher program

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
They have had sufficient time to look into the records and in the mean time *** has called me about two devices that she stated to me when we spoke the third week of April that she had in their warehouse and is now claiming that they do not have a warehouse and they do not have the devices
Regards,
*** ***

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

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.Attached is a copy of the receipt from AutoTrim, which was billed to LifeSafer for fixing my "bad install"I have requested a statement from the technician who fixed my installation, but I haven't received this from him yet (3/15/16)I will be contacting the company again tomorrow morning.Also attached are copies of all receipts associated with the initial incorrect installation These include storage and labor fees that occurred as a result of the initial installationThe total of these fees, tax included, is $73.86.The last attachment I have provided is from *** ***He was present during the most recent incident of a alcohol violationHe can be reached at *** with any questions.Thank you,
*** ***

After reviewing and listening to the phone calls made by *** *** to our call center and reviewing her Guardian Interlock device logs we have found the following:When *** *** called for an installation appointment she chose to have a Guardian Interlock device installed instead of a LifeSafer
device as she wanted to go to our Centralia location for her monthly serviceCentralia only services Guardian not LifesaferThe device is showing multiple "aborts" at startup and during retestsThis indicates *** *** is not blowing correctly into the unit.There are options for *** *** at this point:If she wants to continue to receive service in Centralia she must stay with the Guardian deviceWe will retrain her on the proper way to use the device which will alleviate the issues she is experiencingShe may switch to the Lifesafer device but will have to visit a new location for serviceThe closest location to her home appears to be TumwaterIf *** *** chooses option 2, we'll make arrangements with her regarding the switch and the associated fees

Unfortunately there was a miscommunication regarding the balance due to Mr***This has been corrected and a check is being issued and will be mailed to Mr*** at the address on file He will receive it by next weekWe apologize for any inconvenience this has caused

Attached is our company's response to a complaint made by Mr*** *** *** on 08/21/14, Complaint # ***
Dear RevDex.com,
This letter is in response to a communication
from you regarding a complaint made by Mr* *** *** *** on 08/21/2014.
Mr* ***’ complaint states that he tried on
multiple occasions to reach our *** State Office but was unable to make a
payment and receive his new device in time before the device locked him out of
his vehicle.
Our representatives who took Mr* ***’
payment told Mr* *** the device would be overnighted to the service center,
but unfortunately they were misinformed, forcing Mr* *** to be without a
vehicle for additional days at the service center until the new device arrived,
for which we very much apologize for
On the chance Mr* *** had to tow his vehicle
to the service center due to being locked out, we ask that he fax his towing
receipt attention to *** *** at *** for reimbursement. Mr* ***’ complaint states he would like to
be reimbursed for this month’s service, totaling in $Mr* *** currently
has a balance leftover on his account totaling in $10.94. We have concluded we will be crediting Mr
*** the $he paid on 08/22/2014, giving him an ending credit of $
towards his next monthly monitoring appointment in September
We would like to conclude this letter with
apologies to Mr* *** for his troubles in trying to reach our State Office,
and his frustrations during the processWe have acquired additional help for
the *** State Office and are in the process of transferring
responsibilities to our Call Center to be able to service *** clients in
the future to ensure this situation does not arise again. During the transition, should Mr* *** have
any instances where he is unable to reach someone at the State Office again, he
is welcome to contact *** ***, the *** State Director at
###-###-#### for assistance.
Please let me know
if you need additional information

The 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.Ms*** was experiencing issues with a new device that was installed in her vehicle October 3rdOn October 17, 2016,
LifeSafer sent a technical adviser to Ms*** home to diagnose the problemWe found the battery was dead due to an alternator in her vehicle that wasn't charging properlyThe technicians charged the battery and the device works without any flawsWhile our technicians were at Ms***’s home she successfully delivered two tests.In conclusion the issues may be with the client’s vehicle not charging the battery properlyDuring installation, we train our customers about the importance of reading the handbook and watching our DVD so they will how to properly care for and use our device.The information regarding the Vehicle Electrical System can be located in the training book that all clients receive and are trained on page ( The device operates off your vehicle’s electrical systemIf your vehicle is over years old, you should have the electrical system checked by an automotive professionalIf your vehicle has electrical problems or a failed alternator, the power surges can damage the device and void the warrantyIf applicable maintain proper water-levels in your car battery (use distilled water) and keep the terminal connections clean and free of corrosionThe device will usually work with an old battery, but bad or weak batteries are the primary cause of problems at your expenseIf your car battery is weak oar old, ask your LifeSafer Service Provider what your jurisdiction’s regulations are for having it replacedSince all power disconnects are recorded and reported, you must document each time the battery is disconnected, or the device is disconnected from power)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