LifeSafer

March
3, 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 [redacted] on 02/21/2015. 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 issue. Please let me know if you need
additional information. Sincerely, [redacted]Corporate
Communications

Attached is our Company's response to complaint # [redacted]
Dear Revdex.com,
 
This Letter is in response to a communication from you regarding a complaint from Ms. [redacted] on 09/17/2014.  We have received Ms. [redacted]’s response and stand by our original response.
 
There is no evidence that indicates the vehicle issues were the direct result of our device being installed. Our technician inspected Ms. [redacted]’s vehicle and concluded the AC blower motor wasn’t coming on and that she needed to have her vehicle looked at, a situation our devices do not cause. We will not be reimbursing Ms. [redacted] the Monthly Monitoring fee of $75.20 nor will we be reimbursing the amount she is requesting for the down payment towards a new vehicle or the time spent going to the court as it was her decision to have the device removed. We did not charge Ms. [redacted] the Early Termination Fee or the Removal Fee.
 
Please let me know if you need additional information.
 
Sincerely,

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]
Dear sirs,I have repeatedly told the company and the techs that I just bought a brand new $139.00 battery for the car, there should be no reason for the problem to be my battery. Therefore, until I hold the old machine in my hands and see the new one begin to be installed I do not consider this matter resolved. I beleive the techs are being told to download the machine reset it and send  me on my way' blaming me for not blowing correctly. I was shown how to operate the machine and I am operating it correctly, I cannot keep going through this every two weeks.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.]
Regards,
[redacted]

We received information from the Revdex.com regarding a customer complaint about battery issues. The customer is a participant in the Maryland interlock program that is administered by the State of Maryland and all device settings are consistent with the program’s rules. Mr. [redacted]  stated that our device has been draining his battery.  Our device needs a well maintained battery in order to work properly.    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 results , this 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 problems. We scheduled an appointment with Mr. [redacted] Feb. 5th, 2016 to look further into this and the client did not show up for the appointment.   As of today Mr. [redacted] has not contacted us to reschedule.  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

[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]

Attached is our Company's response to Mr. [redacted], complaint #[redacted]. February 6, 2015Cincinnati Revdex.com7 West 7th Street, Suite 1600                 Cincinnati, OH  45202Dear Better Business...

Bureau,This letter is in response to a communication received from you regarding a complaint made by Mr. [redacted] on 01/29/2015.  Mr. [redacted]’s complaint states that due to an issue with his device in November, he was required to tow his vehicle twice before receiving service.  Mr. [redacted]’s complaint also states that he was told by his State Director that he would be receiving a credit towards his account, but has not received one as of yet.We would like to apologize for the delay in Mr. [redacted]’s reimbursements. If Mr. [redacted] can fax his towing receipts to ###-###-#### and put attention to [redacted] we will see to it that a check is processed within    a week of receipt and mailed to him via USPS.Please let me know if you need additional information.Sincerely,  [redacted]Corporate Communications

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 problems have not been resolved, they have actually refused business when I went for Calibration and then Tim told me he didn't want my business and said he was going to uninstall it right now without giving me time to look for another company which ultimately left me stranded and unable to use my car for a few days until I found another company. Weeks after this incident, they sent me a bill for the removal of the device, and then charged me additional fines. When I called them in regards to the bills, they threatened me with collections. In response to this complaint, they didn't resolve not one thing but sent me a below average response. This experience has been traumatic and robbing, and I would like them to remove the added fees. I attached a copy of the bills they sent me as proof.
Regards,
[redacted]

Attached is our Company's response to a complaint made by Ms. [redacted] Complaint # [redacted] on 11/18/2014.
 
Cincinnati Revdex.com
[redacted]
               [redacted]...

[redacted]
 
 
 
Dear Revdex.com,
 
This letter is in response to a communication received from you regarding a complaint made by Ms. [redacted] on 11/18/2014.  Ms. [redacted]’s complaint states that on two separate occasions she was quoted two different installation prices, the second quote being $95 more than she was initially quoted.
 
I’ve listened to the calls associated with Ms. [redacted]’s complaint and spoken with the Representatives involved.   On 10/27/2014, Ms. [redacted] called and was quoted $127.03 for standard installation pricing which includes the one-time fee to the State of [redacted] and her first Month’s monitoring.  Ms. [redacted] was not at that time ready to schedule her appointment, and notified us she would be calling back to schedule her installation, thus not receiving the information regarding the location’s installation fees.
 
On 11/18/2014, Ms. [redacted] called back to schedule her installation appointment, and when asked what service center she wished to go to, Ms. [redacted] agreed that the location in question was the location closest to her. Our Agent notified Ms. [redacted] that the Contracted Service Centers typically charge their own installation fee on higher end vehicles, and in order to find out what the additional fee would be we would need to call the Service Center to find out. Upon learning this information, Ms. [redacted] instantly became extremely hostile and argued with the Agent when our Agent was trying to properly explain and inform Ms. [redacted] of the correct information.  Ms. [redacted] then demanded to speak to a manager. The Call Center Manager explained to Ms. [redacted] that the first Agent was unfortunately incorrect and apologized for the inconvenience, and even offered to schedule Ms. [redacted] at a different location that would have a less expensive installation fee.  Ms. [redacted] declined and ended the call.
 
We would like to very much apologize for the inconvenience this has caused Ms. [redacted]. To ensure that this does not happen again in the future, this issue has been addressed with the entire Call Center and additional training has been enforced. 
 
To conclude this letter, we would like to once again apologize for this inconvenience and offer Ms. [redacted] an installation at a further location that would be closer to the price she was initially quoted.
 
Please let me know if you need additional information.
 
Sincerely,

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 have not received any word back from lifesafer and it has become increasing frustrating to deal with. 
Regards,
[redacted]

July July 28, 2014
 
Cincinnati Revdex.com
7 West 7th Street, Suite 1600
Cincinnati, Oh, 45202
 
 
Dear Revdex.com,
 
This letter is in response to a communication we received from you regarding a complaint made on 07/15/2014 by Mr....

[redacted].  Mr. [redacted]’s complaint states he would like a refund of $181 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 tank. He called our technician and the technician provided a mobile service to inspect the area in question.  Mr. [redacted] was charged $75 for the mobile service. Mr. [redacted]’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. [redacted]’s account state that we did try and reach Mr. [redacted] on 06/03/2014 regarding the unpaid service charge, leaving him a voicemail when we weren’t able to reach him. Any other email communication noted in Mr. [redacted]’s account state the content was regarding Mr. [redacted]’s battery dying, to which our technician responded to promptly.
 
Mr. [redacted] stated there was an overcharge of $75 at the time of the removal of the device.  The $75 charge was for the mobile service provided on 03/12/2014 that went unpaid.  To address Mr. [redacted]’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 $79 for the replacement of his coin tray in his vehicle that was broken during installation, totaling in $181 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. [redacted]. 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

Attached is our Company's response to Ms. [redacted]'s complaint. Complaint ID: [redacted]
Dear Revdex.com,
 
This letter is in response to a communication from you regarding a complaint made by Ms. [redacted] on 09/17/2014.  Ms. [redacted]’s complaint states that...

after having one of our devices installed in her vehicle, her AC stopped working and she began to have difficulties with her vehicle’s operations.  She also states she received inadequate customer service.  Ms. [redacted] is requesting she receive a refund for the amount she paid upon time of installation.
 
I have listened to all calls associated with Ms. [redacted]’s complaint and have spoken to the State Director of [redacted]. 
 
We were unfortunately unable to locate Ms. [redacted] in our system from the [redacted] post she made to us, as the name showed as [redacted], which is a client we do not have in our database.  Due to the nature of most of Ms. [redacted]’s phone calls, we’ve concluded we will not be refunding Ms. [redacted] her $75.20 she paid upon installation.  We understand Clients get frustrated at times during hard situations; however Ms. [redacted] was extremely hostile to most, if not all of the representatives she spoke with over the phone. 
 
We are very sorry for the inconveniences Ms. [redacted] went through after having one of our devices installed in her vehicle.  Because of Ms. [redacted]’s troubles, we did not charge her the early termination fee or her removal fee, which would have totaled in $175 at time of removal.   We are again very sorry for the unfortunate experience Ms. [redacted] had with LifeSafer and wish her luck with her program.
 
Please let me know if you need any additional information.
 
Sincerely,

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]

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 seriously. If 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 serious. The situation would have been resolved before I had to remove their faulty device out of my vehicle. Also, they would have reimbursed me as one of the area directors of lifesafer already stated that they would. I 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 me. Nothing says I don't care about a client like stating the wrong name, location, and state I live in. Not once but multiple times. I feel that lifesafer has done nothing to show that they care nor do they take their complaints seriously. Lifesafer has already been removed in Virginia once as an interlock company due to poor customer service and lengthy install time. They were after a period of time allowed to provide services again on a 3 month probation period. How is it that they have already been held accountable once, yet they still are allowed to treat their customers however they want. I also had a camera unit installed but the state of Virginia doesn't require one. Lifesafer really needs to listen to their clients, hear their complaints and find some long term solutions for these issues. They need to educate their so much more than what they do. They also need to educate the people that install them as they know just about as much as the new client. Which 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 issues. It seems that most complaints are about the same and lifesafer just denies any fault and blames the client. I have a difficult time believing that every client is identical to the next and all have the same problems. The common theme is lifesafer it stays the same but each client is different. That has to tell you something. I hope that Lifesafer actually owns up to what they said they would do . However I heard that a few months ago. Had 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 should. I had to switch companies due to lifesafer not handling the issue and their lack of interest in the problem. Just 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 devices. They need to take responsibility in their mistakes just like we had to take responsibility for our DUIs. We should be getting the service we were promised and the service we paid for. Asking for reimbursements is just the bare minimum of what should be done. Our time, loss of hours at work, and additional money we have lost should also be accounted for. But if reimbursement for additional resets due to a faulty device is all I get I will accept that. Lifesafer 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 else. And their consequences may be much more severe if they continue to behave in a manner as nothing is wrong. 
Regards,
[redacted]

Ms. [redacted] had service at our Full Service center when
she began her interlock program.  In January the tech passed away and
closed down the full service center shop.  During this time we transferred his clients to our Mail
Program in Wisconsin.  (Also called Click
N Go Program)   (On this program:  The client has the device mailed to their
residence since a full service shop is not conveniently located near their
residence or place of work).The clients that were transferred were advised at time of
payment that there would be a click charge on their bill.  (This is a standard fee that the client to
pays for replacing the old handset with the new. Ms. [redacted] stated she was having issues with aborts with
the first replacement due to a malfunction.  We shipped out a new IID
immediately which was delivered the very next day.  The issues the client
had with the device was user error caused by not humming into the IID with
enough force.  **Ms. [redacted] had a service due
week of February 1st in which state office had shipped out a new IID
(procedure of the mail program) client had difficulties working the new
IID. Because of the client having
difficulties, a new IID was shipped immediately upon request to client on
2/4/2016.  This IID was delivered the following morning.  On March 2nd client spoke to a LifeSafer
employee regarding issues with aborts while she was driving.  Ms.
[redacted] stated she had no issues when the car was not running.  The employee
worked with client and stated that if she had any more issues to contact us and
we would rectify the issue.  Ms. [redacted] did not call again until it was
time for her next monitoring appointment on March 30th, 2016. At
this time we would not send out another interlock because client had not sent
the 2nd IID back from the 2.4 appointment.  (We do not allow
the clients to have two devices in one name at one time to avoid lost/stolen
interlocks.)At this time we cannot issue credits for any charges.  Our devices were working properly. LifeSafer takes all of our customer complaints
seriously and are currently looking into the matter. We appreciate the assistance of the RevDex.com in addressing this matter. Sincerely,Lifesafer Customer Service

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 out. To start with the first two customer service representatives where rude, and laughed at my situation, nor did I gain any information. Even 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 location. This brings another problem, they advertise mobile service, and there was none in my area or any surrounding area available to come service my car. I received an awful customer service experience from start to finish. Desired Settlement: I want the service fee for the last month and the uninstall fee waved. Desired Settlement: Billing Adjustment --------------------------------------------------------------------------------...⇄ August 10, 2016 Revdex.com Re: [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 July. We listened to each of these calls and at no time were our customer service agents rude to Mr. [redacted] or laugh at his situation. Below is a detailed summary of our interactions with Mr. [redacted].JULY 14, 2016:Mr. [redacted] missed his 7/14/16 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 7/15. He advised the agent he spoke with that he was at work at the time of his appointment. The agent advised there would be a missed appointment fee and we would need to reschedule him. At this point, Mr. [redacted] asked how much the deinstall fee was. The 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 deinstalled. The agent advised of the $150 early termination fee; Mr. [redacted] did not comment or respond. The agent then advised the deinstall fee is $90. At this point, Mr. [redacted] asked why there was a $150 early termination fee and informed the agent that we do not mention this in the contract. Mr. [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 all. The agent advised he would need to speak with the courts before having the device removed and should then call us back. The call was terminated. All 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 deinstalled. He advised the agent that he could not pay for a deinstall for another week or so until he got paid. The agent let him know there was a 5 day grace period and that if the device was not serviced by the 19th, the vehicle would go into lockout. Mr. [redacted] acknowledged this with a simple okay but then stated he couldn't pay. He 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 paid. Mr. [redacted] was very upset that the device could not be deinstalled without same daypayment and disconnected the call on the agent. For 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 7/22. Mr. [redacted] explained to the agent thru several yawns that his car was in lockout because he missed his appointment. He 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 advertise. When 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 manager. He 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 back. Our agents returned the call within 10 minutes, but reached his voice mail and left a message. In the interim, a LifeSafer agent called him after he disconnected while waiting for a supervisor. The LifeSafer agent went above and beyond, checking to see if there were alternatives for Mr. [redacted]. 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 himself. When 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. [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.comRe: [redacted]
[redacted]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. [redacted] 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 vehicle. Our records show that Mr. [redacted] called 11/28/2016 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 shop. A service appointment was arranged with the client the next day ( 11/29/16 at 9:30 am).  Mr. [redacted] informed LifeSafer that he wanted LifeSafer to pay his tow to the appointment.  LifeSafer informed Mr. [redacted] that he may be  “reimbursed”  for the tow if we determined that our device was the issue when he brought the vehicle  to the shop. The client failed to show up at the 11/29/16 9:30 appointment.  We were unable to determine what caused the lockout without the vehicle present.December 1st, 2016 Mr. [redacted] 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 transmission. As of this date, LIfeSafer  has been unable to service the clients vehicle.  We arranged for Mr. [redacted] 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. [redacted] is requesting.  We advise Mr. [redacted] 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 conclusion. We appreciate the assistance of the Revdex.com in addressing this matter.Sincerely,Lifesafer Customer Service

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,

March  2016 Revdex.com Re: [redacted] We received information from the Revdex.com regarding a customer complaint about removal  issues. 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 rules. Mr. [redacted] was required to have a 4 month compliance in order for LifeSafer to be able remove the device.  This means he needed to go 4 months straight without a violation. The client had a violation before his 4 months were completed on 10/19/15 causing the program to extend further until   he completed 4 months in a row without violations. As 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 3/21/16. 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

On Tuesday, September 23, 2014 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 Schedule. Mr. [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 sort. There was alcohol present when Mr. [redacted] blew into the device to start his car. Our device is designed to sense any sample delivered/detected at .025 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 program. Any 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. [redacted].Based on these facts we will not be issuing a refund to Mr. [redacted].