LifeSafer

Thisletter is in response to a communication received from you regarding acomplaint made by [redacted] on 02/28/2015.  [redacted] complaint states that he has hadissues with the functionality of his camera device.  [redacted] is requesting his reset fee to bewaived, totaling $50 and a resolution for his device issues. Afterreviewing [redacted] account, we noticed there were already notes on 02/27/2015to have the reset fee waived due to the device camera malfunction. That fee hasbeen waived and [redacted] has been provided with an interlock exchange at nocost to him on 03/06/2015 to resolve his device issues. If [redacted] experiencesadditional device issues, we will absolutely provide a new device at no cost tohim and reimburse for all towing expenses per Company Policy. Weare sorry for any inconvenience [redacted] camera malfunction induced butassure [redacted] that it did not affect the data captured by the device at anytime. We would also like to apologize to [redacted] for being charged for his resetappointment on 02/27/2015 and have ensured that the State Director hasaddressed this issue with the technician in question.  We hope that the interlock exchange hasresolved [redacted] camera issues and wish him the best of luck with theremainder of his program. 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 find that this resolution is satisfactory to me. 
Responding in regards to my complaint on 1-14-15. The device has been working properly, hoping they got the issue resolved. I still have paid over $100 dollars on resets to the device that had nothing to do with me, when it was their issue. Which could lead for me to having the device longer than I should. They need to make note that the problem was on their end. So I can have the device removed when planned. Over all life safer has very poor customer service.                                                           Thanks, [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.]That is so much hogwash and their pat answer for everything.  I started my carin the morning in question, with no problem.  15 minutes later, the readingindicated a .09 BAC.  2 minutes after that it was down to a  .03 and then backup again.  This is their idea for their piece of equipment functioning properly.They didn't even test the unit in question so how do they know if it is workingproperly.  I have no plans in dropping my complaint against them.  They area class action lawsuit waiting to happen!!!!!!!!
Regards,
[redacted]

I want a Apoligy!!

I was being forced to pay $78.65 for DEC 2015,Jan 2016,Feb 2016, and March $80.81. I would still be paying it if I would not have contacted the Revdex.com. I took 1 or 2 days off work just to deal/try to communicate with them, the time taking off work to travel 80 to 150 oneway miles to installer location all adds up money wise. They stated I had a violation on Oct 19. When I contacted WA DOL they told me they don't determine if it is a violation WA DOL have standards which decides. The IID flashed often and did the abort thing the installer explained all the defaults, dust, food, etc. LifeSafer threatens you knowing the equipment is at fault. They refused to send the letter of compliance to WA DOL knowing I would pass and it could have been removed in NOV 2015. One LifeSafer went as far as to tell me I would have to get a lawyer to get it out. I paid $316.76 and need it refuned.Thank You.[redacted]

Attached is our Company's response to Complaint # [redacted]
This letter is in response to a communication from you regarding a complaint made by Mr. [redacted]l* on 10/24/2014.  Mr[redacted] complaint states that after becoming installed with Guardian Interlock, the closest...

location to him for service closed down, causing him to need to drive over an hour away to the next nearest service center for his next appointment.  Mr. [redacted] is requesting a refund of $126.00 for his installation and first month of monitoring back to him so he can go to a different company with closer locations to him. 
I’ve spoken to the State Director and the Regional Director regarding Mr. [redacted]’s situation and the State Director is reaching out to Mr. [redacted] today and will be working directly with Mr. [redacted] on a resolution. 
Please let me know if you need additional 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.
The problems with the Lifesafer device began in March 2016 and continued through September 2016.  Because of the false readings and multiple aborts on the first device that was installed, I was sent to court and my probation was revoked.  I have since been sentenced to 10 days in jail and have had my driver's license suspended for the next year.  Despite the fact that all records regarding the first interlock device were subpoenaed, only the false positives were presented in court thus we were unable to clearly demonstrate a pattern of the unit malfunctioning.In addition, all of a sudden, Lifesafer reports that I now have a faulty alternator, despite the fact that my car was running prior to the installation of the new device.  I am looking for Lifesafer to pay $1000 in damages regarding my  court fines, have a technician come to my residence to remove the device so that I can proceed with selling my car.  They have been incredibly deceptive to the court and unless this issue is resolved, I will pursue a civil suit seeking damages related to my incarceration, fines, vehicle repair, and loss of license.
Regards,
[redacted]

Revdex.com - Our first reply was our final reply.  Our device is working properly.  Please refer to our original letter for the client to try to troubleshoot the issues. Thank you, Customer Service

ID#  [redacted] 
[redacted] **  [redacted] March 2016Revdex.com[redacted]We received information from the Revdex.com regarding a customer complaint about early service lockout issues.  The customer is a participant in the Illinois interlock program that is administered by the State of Illinois and all device settings are consistent with the program’s rules.Initially, Mr. [redacted] was using a device that did not have a camera and he did not experience any problems.  The State later required a device to be installed with a camera, and this is when the client started having issues with early Service recalls. * An early recall is when the device is recalled for service prior to the next scheduled service appointment due to violations.  ** A violation can be caused by many things including a low battery. The first device did not require as much battery power as the device with the camera.  Mr. [redacted] battery was not strong enough for the device with the camera which sent the device into early service recall. This has happened 7 times. **The battery needs to be at a consistent voltage, 12V or higher in order for the device to work properly. Our Illinois State Director has spoken with Mr. [redacted] about this.  We have offered the client a swap to try a different device at no charge and as of this date the client has not accepted the swap offer. There is a charge for early service recalls but, to date, we have not charged Mr. [redacted]. He has only been invoiced for his regular monthly fees.  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 aborts, fails, violations and the like. This includes battery condition. In an attempt to ensure customer satisfaction, our Illinois state office has contacted Mr. [redacted] to again offer a device swap. We are awaiting his response. 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

March 20, 2015 Cincinnati Revdex.com7 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 03/05/2015.  [redacted] complaint states...

that the device in his vehicle is not operating correctly, causing him the need to get his device reset.  [redacted] is requesting a full six months of monitoring credited to his account and a device that works properly.Upon reviewing [redacted] event logs from his downloads, we’ve concluded that we will not be reimbursing [redacted] his reset fee from November 2014 as the BrAC readings are consistent with those of drinking alcohol. The BrAC readings from his February reset appointment detect alcohol, but were not consistent with those of drinking alcohol so we will be reimbursing [redacted] for his 02/19/2015 reset fee totaling $50.00 and will make sure [redacted] account is credited. However, we will not be crediting [redacted] account the six months’ worth of monitoring he is requesting.On 03/06/2015, [redacted] was provided with his usual Monthly Monitoring appointment along with an interlock exchange at no cost to him to ensure the proper functionality of his device.  We are hoping that this interlock exchange will resolve any reoccurring issues his device may have been having.We would like to wish [redacted] the best of luck with the remainder of his program and apologize for any inconvenience our device may have caused him.Please let me know if you need additional information.Sincerely, [redacted]Corporate Communications

[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.]
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]

This issue has been resolved with Ms. [redacted]. Any erroneous fees have been reimbursed.

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 1 month refund. When in fact they owe me 4 months $314.60. They should not be tricking people into keeping this device to profit. I completed my 4 months without violations and was forced to continue keeping it for as long as they could get away with it. The fact is I do not drink and so there was no way I could have had a violation since WADOL base there compliance on alcohol. As 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 removed. The months of DEC,JAN,FEB, and March is $314.60 that I had to pay . Not to mention the time off work and other expenses I had to pay.
Robby [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. 
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]

Additional Complaints:Problem:   Im trying to remove my device from my truck.just like the owner asked !! But when tring to get a date to do that the owner keeps hanging up on me.Loosy Customer Service!!!!!!!!!!!!!!!!!!!!!!!!!!From the OWNER !!Desired Outcome:  And Apoligy...

!!!!!!!!!!!!!!!!!!!!!!!!!                Problem: Customer service SUCKS The Owner hung up on me The worst service I ever had!!!!!!!!!!!!Desired Outcome: An Apology from The Boss ([redacted]) Problem: Customer service is the worst ever !!! they don't help they leave u on hold forever and never help uDesired Outcome: Have them have a better bus.

Revdex.com: Thank you so much for your help!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. LifeSafer Colorado sent my interlock clearance letter to the DMV and the DMV accepted it despite the dates being incorrect. I was finally able to get the interlock uninstalled. I really appreciate the de-installation fee being waived. I appreciate LifeSafer's resolution of this issue. However, I have been under constant stress caused by the company's mistakes and poor customer customer service. It took a week for LifeSafer to send my clearance letter to the DMV. That extra week cost me approximately $50 for the interlock rental fee and extra insurance required while using interlock.While I was using LifeSafer, there was an issue with their computer system that stopped records from being uploaded to the DMV regularly. As a result, I got a letter from the DMV warning that my license was about to be suspended for non-compliance with interlock. LifeSafer should have notified customers that there was an issue. Getting that letter with no context was extremely scary. LifeSafer fixed the issue, but I had to call them and wait two hours on hold to find out what the problem was. I once had to wait 8 hours after calling to the tech support line to get a person to help me. I asked for a copy of my records. I was told that the request was sent to the CO office and they would contact me. They never did. Their call center staff are very nice, but have no knowledge of processes and are unable to resolve any problems.To Summarize: LifeSafer resolved this complaint. But, using their service has been a complete nightmare. Their customer service is abysmal.    
Regards,
[redacted]

Thank you for contacting us regarding complaint #ID 11623231.   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 matter. Sincerely, Lifesafer Customer Service

Unfortunately, we were not able to submit the compliance report to the State of Washington due to failed tests. Mr. Sanelli has been contacted by us and informed of the proper procedure for acquiring his license through the Department of Licensing.

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 received an email which LifeSafer state the accounting office determined I could receive 1 month refund. This is not acceptable, the fact that I completed my 4 months ended in Nov 2015 and they refused to send my form of compliance to WADOL that would have satisfied and removed the IID. LifeSafer owes me the full 4 months that I had to keep it in my vehicle so they could just get more money.I sent Gary my email for the correct amount as well as advised LifeSafer with a reply to the email I received from them. Thank You, Robby