LifeSafer

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 appointment was not made when I had time I was left a voicemail saying I must bring car in next day and have it removed bc hey will no longer service me bc their device keeps messing up my car and bc [redacted] should not know my name out of 6,000 clients. The device was not ever in a lockout. So that is a lie. The device kept restarting over and over and not staying turned on. In the recorded call I never said it was in lockout they are making up this story and it's not acceptable for a company to lie. I will get an attorney to request ge recorded calls and prove that I never said lock out. It kept restarting over and over. They have paid once for damage they caused to my vehicle and the first time it had to be towed to the dealership which was 1800.00 they never paid for. But the employee that caused the damage was gone the next time I went in. They do not keep employees over a few months do the incompetence of these people is worse then ever. The interlock was replaced multiple times due to Device Failure. Approx 11 times. I have contacted WSP (Washingting State Patrol Interlock Division) made a report with the officer and she said it was against the law for Life Safer to tell me to have my device removed when I paid for the services. This company is breaking law after law and WSP is now looking into them for this and I have submitted my proof and the voicemails and the failed device paperwork I was sent by their company for furtuer review. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Initially, Life Safer did warn of a few possible causes for a false positive. Unfortunately, there seem to be hundreds of things that can cause a false positive in these units. I was told that the windshield washing fluid in my car could case a positive reading. Those fasting on diets with a high amount of ketones in their blood could result in a false positive. Fueling
your vehicle and having gas fumes on you could result in a false positive. This company is getting rich off people who have not consumed alcohol but rather used their wipers during a rain. Their unit detects almost every alcohol.
That was not the intended purpose of this device.
I had to miss a day from work to resolve this issue. I had to pay an additional $50.00 to reset my unit. If it is a lawsuit they want, it is a lawsuit they shall get!! Their idea of periodically recalibrating the unit is simply the downloading of monthly information they perform
on your vehicle. This is a far cry from a trained technician examining the device for any potential flaws. They download the information only. They haven't a clue if a unit is defective.

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
Please review my facts
 
Additional Notes
·        
I was absolutely not given a brochure
or DVD when I first started with Lifesafer
·        
The company
decided to hold my car for half a day due to the device that they planned on
installing wasn’t working, and the installer had already opened up my car for
wiring and he had to go to another location to pick up a new device. Once
installed he never gave me those items, or didn’t give me any verbal
information regarding the food restrictions. .
·        
When the
device went off again due to food, the company called me warning me that it was
my last warning and two days later the device went off again due to food (
again without knowledge of food restrictions)
·        
I called the company about the
device, telling them that it was defective because I didn’t know
otherwise.  Then the staff was mocking me
saying that I shouldn’t be drinking alcohol and that’s why you are here.
 This response above is what led me to
respond out of frustration,  after I told
them that they were useless I asked to speak with their supervisor and they
told me that he couldn’t do anything to help me. After that they  hung up on me.
·        
After
I  was able to get a hold of Tim the
supervisor, he didn’t want to hear my story and said it wasn’t the device and
told me I would have to pay a 70 dollar fee for blowing hot. ( mind you again
no knowledge of food restrictions)
·        
When I went in for reset the
device due to it being locked, they then gave me a brochure and a CD which was
two months after using the device. 
 
I have only ever asked for help and
assistance with this company, but they cannot admit to not giving me the
primary important informative I deserved. 
This is horrible customer service and inhumane. This was never about the
money, but to admitting when you didn’t advise your clients correctly. As a person who works in retail business, I would never disrespect a customer by calling out there mistakes or telling them that they are drunk and then making them pay for the unknowing mistakes they made.
Regards,
[redacted]

Tell uLifeSafer takes all of our customer complaints seriously and are currently looking into the matter. We will respond  accordingly as soon as all information is gathered.  We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely,Lifesafer Customer...

Services why here...

January 15, 2015  Cincinnati Revdex.com7 West 7th Street, Suite 1600                Cincinnati, Oh, 45202   Dear Revdex.com, This letter is in response to a communication...

received from you regarding a complaint made by [redacted] on 01/06/2015. [redacted] complaint states that his interlock has quit working and he has not been able to get through to LifeSafer to resolve his issue. [redacted] is requesting that his device is repaired so he can continue to drive his vehicle. I spoke to [redacted]’s State Director and reviewed his file. [redacted] and his wife both attempted to Call into our Call Center several times to reach the service department to resolve their issues with their device, we would like to apologize for the long wait as we were experiencing a large influx of calls.  It appears later that evening on 01/06/2015, we provided [redacted] with a reset for his device. [redacted] was not charged for this service, if he was his account has been refunded.  We understand [redacted] had to have his vehicle towed to the Service Center.  We will absolutely be refunding [redacted] the amount of the tow. If he can fax his towing receipt and put attention to Alyssa Scavone at 513-651-9563, we will make sure that it is taken care of and a check is sent via USPS.  To conclude this letter, we would like to greatly apologize to [redacted] and his wife for the inconvenience this caused them, and we are sorry that they experienced such an issue getting through to our Call Center. We are happy to say that any issue [redacted] was initially having has been fixed and our Call Center wait time has subsided significantly. Please let me know if you need additional information. Sincerely,

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

LifeSafer takes all of our customer complaints seriously and are currently gathering information and will be working with  customer to try to resolve the matter. We will respond  with  a proper response to Revdex.com shortly. We appreciate the assistance of the Revdex.com in addressing this matter.Sincerely,Lifesafer Customer Service

Revdex.com Re: [redacted]
We received information from the Revdex.com regarding a customer complaint about product issues. The customer is a participant in the Pennsylvania interlock program that is administered by the State of Pennsylvania and all device settings...

and fees charged by LifeSafer are consistent with the program’s rules. Our ignition interlock device is designed to detect even trace amounts of alcohol and uses set points based on the criteria dictated by the State of Pennsylvania. 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. As long as our customer follows the information they were trained on, there should be no device problems. We inform our clients that certain items such as hand sanitizer has alcohol in it  and advise them  to wait at least 5 minutes after using such items before trying to start the vehicle. A bad reading can cause the device to abort. Our client told us she used hand sanitizer right before she was asked for a rolling test thus causing an abort and a reset fee.   Our policy is not to waive reset fees when the produce has a high BrAC reading.  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

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,
Richard Crowley

Mr. [redacted] called and stated this has been an ongoing nightmare with LifeSafer.  The state of MN can use info obtained from the test results against him.  He had a problem with the rolling retest on 1/1/15. LifeSafer said they fixed a glitch and re-set the system.  Then he had an incident on 1/21/15 of a rolling re-test. He failed 5x's before it finally passed him.  They said the problem was fixed but it isn't.  He had the same thing happen on 2/4/15.  If they said they fixed the problem, why is it still happening. LifeSafer said they would give him a free re-set, however, when he went to the service center, they didn't know anything about it.  LifeSafer needs to be more transparent and accountable.  LifeSafer is telling him the machines are accurate and nothing has changed but he didn't have any problems from June 2014 through the beginning of January.  Mr. [redacted] said he is very aware that the machines are sensitive.  He said using anti bacterial soap, aftershave, and eating ripe bananas can make the system fail.  Windshield washer fluid vapors that get in your car through vents can cause a problem.  It is more than just a coincidence that the machine failed him 2x's in a month when nothing changed.  The incidents fail him 5-6 times and then all of sudden, he passes.  He is going to give them one more month and if the problems continue, he is going to go with a different vendor.  He feels LifeSafer needs to be accountable for their machines.

LifeSafer takes all of our customer complaints seriously and are currently gathering information and will be working with  customer to try to resolve the matter.  We will respond  with  a proper response to Revdex.com shortly.  We appreciate the assistance of the Revdex.com in addressing this matter. Sincerely, Lifesafer Customer Service

Mr. [redacted] check has been issued and he will receive it in the mail sometime during the week of 9.25.17

Attached is our Company's response to complaint # [redacted]. March 17, 2015 Cincinnati Revdex.com7 West 7th Street, Suite 1600                 Cincinnati, OH  45202 Dear Better Business...

Bureau,This letter is in response to a communication received from you regarding a complaint made by Ms. [redacted] on 02/24/2015.  Ms. [redacted]’s complaint states that she has had numerous problems with the functionality of her device causing her to need two violation resets.  She is requesting to be refunded the two violation reset fees, totaling $107.64.After reviewing Ms. [redacted]’s Event Logs, we’ve concluded that what Ms. [redacted] is experiencing is operator error. The issues Ms. [redacted] referenced in her complaint are flow aborts and hum aborts. These can easily be fixed with additional training which we are happy to provide at no cost to Ms. [redacted].  Based on the voltage readings in Ms. [redacted]’s Event Logs, her vehicle battery is consistently dropping throughout each day. To ensure the proper functionality of her device, Ms. [redacted] needs to keep her battery maintained and at a consistent voltage, 12V or higher. In addition, Ms. [redacted] was provided a reset on 02/20/2015.  At this appointment, our technician found excess mucus lodged in Ms. [redacted]’s mouthpiece. Keeping her mouthpieces clean and dry will ensure proper breath samples and will reduce the number of aborts she is experiencing.  We understand the cold weather can affect the warm up wait time in the mornings. To help aid this process, we provide warm up times to clients in which they can schedule the device to start warming up at a specified time.Because these reset appointments were not alcohol related, we have decided to credit Ms. [redacted]’s account the $107.64 she is requesting. However moving forward, Ms. [redacted] will be charged for all violation reset appointments unless it is a device issue. We would like to apologize if Ms. [redacted] was mistreated at her service appointment and have ensured the State Director has addressed this issue with the Technician in question.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. 
I thank you for your time in helping me with this 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.I have not received a call or any contact from the company or any representatives. After calling several times and talking to the call center and each time they would send an email to the state office. These emails seem to go unanswered because I have not received a call or letter. This is a device that I have to have and feel as though this company takes advantage of that. This was the only place I felt as though I could get some help. If this helps someone else then I feel good about this. There is no company that takes over 30 days to receive a response from. I work in a customer service and I would be fired for this lack of service.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Tell us why here...LifeSafer takes all of our customer complaints seriously and are currently looking into the matter. We will respond  accordingly as soon as all information is gathered.  We appreciate the assistance of the Revdex.com in addressing this matter....

Sincerely,Lifesafer Customer Service

LifeSafer is currently checking records regarding the complaint from Ms. [redacted].   We will respond  accordingly as soon as all information is gathered within the week.  LifeSafer takes all of our customer complaints seriously and we appreciate your patience with us while...

we are trying to resolve this matter.   Sincerely,  Lifesafer Customer Service

After reviewing the details of Ms. [redacted] complaint as well as the event logs that track all activity for our device I have found the following:The car is rarely driving except to scheduled monitoring appointments.Proper breath samples are not being administered, meaning the car will not start....

This registers as an aborted test. 5 aborted tests places the unit in temporary lockout.The device was circumvented in February without a court order. This is a violation of state law.In summary, [redacted] is not using the device properly. This is not a device malfunction but user error.On 5/15/2015, after speaking with court officials, we removed the unit from Ms. [redacted] vehicle. In accordance with state law, all reports and a summary have be given to the New Jersey DMV.

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.
I was not provided a refund from where I ordered a device head and they failed to ship it, unless they consider me not having to pay the fee to have the device removed. I have now had the device removed which cost; $60 for the tow to Southaven, MS as I was NOT provided the option to take the car anywhere in Memphis. I was advised that it MUST go to Marion, AR or Southaven, MS. I then had to pay over $400 to have my car fixed due to sitting idle for so long. When I was advised to mail the device head in, I did was as told and the wire removal was never discussed. I understand the interlock was put into my car due to my actions, however, I started communications in JULY to get the device wires removed and it took until DECEMBER to actually get it done. I have the proof of this. Again, I was promised to be called back by numerous people, that never once returned my call and I cannot count how many fees I paid while living in Little Rock due to device being calibrated wrong and not being shown how to use the device properly. I have the handbook that was provided to me that lists all items that were to be gone over with me and I have a highlight through everything that was not completed. Overall, I am so happy to have this mess out of my car, thanks to my parents, however, this is a crooked business that should be investigated.
Regards,
[redacted]

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