Safe Harbor

Dear Dr. [redacted],  It is unfortunate that you are having difficulties complying with the AZ IID requirements. There is no indication that your unit is malfunctioning.  All interlocks in AZ are required to use an alcohol...

fuel cell detector that only detects alcohol. Safe Harbor uses [redacted] interlocks.  They are required to be calibrated for accuracy every 90 days.  When you breathe into the device your breath passes over a platinum fuel cell. As the alcohol evaporates on the heated platinum fuel cell it creates an electrical discharge that is measured.  The more alcohol detected the higher the charge and the higher the recorded BAC reading.  The higher charged BAC violations the less life of the IID unit and extra cost of a new unit or Fuel cell, hence the violation fee. There are small amounts of alcohol in many products that are consumed.  The IID takes your breath sample and multiplies it by 2100 to get your blood alcohol reading.  So even a small amount of alcohol can create a violation.  You can review the LYL videos and messages at [redacted]. I have attached two of the data logs that you have access to in your portal.  You can see in the header of the document that the unit was calibrated within to 90 days to ensure accuracy. The Safe Harbor system also sent you automated email messages about Missed retest and Mouth alcohol violations. To avoid any future extensions please use the tools that Safe Harbor has provided. The Safe Harbor phone app to put in notes that can be viewed by MVD about the mouth alcohol violations so MVD can have your side of the story when the High BAC is reported. Make sure that MVD has your correct address. You only have 15 days to request a hearing on the IID violation extension so don’t wait. Always keep some water to clean your mouth prior to providing a breath sample. If you fail a test you are NOT REQUIRED to take another test right away. You can wait and rinse your mouth out with water.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On the paperwork from SAFE HARBOR, It states, that "Safe Harbor is committed to helping fulfill your state required interlock as quickly as possible. We waive any early removal fees if you are eligible for the 6 month deferral..."I also was eligible for the 6 month deferral and I DID get my interlock off early, so I should also have a complete refund for the removal of this.

Regards,

Mr. [redacted],

The Arizona Ignition Interlock program requires that you provide a clean breath sample to start any car you drive.  If further requires that you take and pass random rolling retest while operating the car, and that you don't attempt to jump start your car without providing a...

breath sample.  Safe Harbor offers you several tools to help you with these requirements.  Please use the [redacted] portal to view and comment or ask questions about any of your logs.  You can also review your contract, set appointments, and monitor your progress.  Safe Harbor also offer a phone app to let you keep track on your phone and even upload photos of potential mouth contaminates.  In reviewing your profile I don't see that you have given us your email to allow us to communicate with you with our automated systems to keep you in the know. Please signup and include your email.

Your issue seems to stem from a missed retest on July 17th at 19:14 hours the missed retest on July 16th at 10:46 and your failed retest on July 2nd at 10:49 when your retest showed a positive alcohol of [redacted].  All of these events are contained in your July 21st log that I have attached for you and you can see from your portal or smart phone.  Per your agreed contract of Tier I $70.00 a month you agreed to pay a violation fee of $25.00 for each violation that the unit recorded while assigned to you.  While the staff at Safe Harbor tired to explain this to you, your unprofessional yelling to our staff and use of profanity and threats may have created a environment where you were not able to understand the violations and when they occurred and how to avoid them in the future. Please utilize your portal and phone applications to help you successfully complete the Arizona interlock requirement. Remember that Arizona doesn't require cameras in the car with the interlock so all of the data on the interlock is used against you for your program compliance requirements.

If you know that other people may be using your car and causing violations on your unit you can opt to upgrade to the $90.00 a month plan that include 3 violations a month with no other penalties.  However on the $90.00 a month plan if you receive more than 3 violations there is a one time $85.00 violation reset fee. All of the Safe Harbor Tools, payment options and violation fees work to help clients learn to not drink and drive and get off of the interlock program in the shortest time allowed by law.  Safe Harbor has over a 90% of its clients get removed early or without extension, more than any other interlock company in Arizona.   Mr. [redacted] you are still on track for early 6 month deferment if your individual [redacted] was for a first offense non extreme and should be able to be removed in September.  Good luck from Safe Harbor.

Safe Harbor is a company in Arizona and is not part of the state of Arizona government.  As such we are not the party who is responsible for your driver’s license status.  Please contact [redacted] to check on your driving privileges.  If you do you will see that they have taken action and removed the violation per your request. The only time that Safe Harbor can testify before the State of [redacted] is if there is an issue with the actual interlock unit or a data corruption issue.  Neither of those occurred in this case. The [redacted] hearing office is the party who has the authority to enforce or vacate the extension of your interlock requirement. Please log into your portal to make sure this doesn’t happen again.  [redacted] Review your logs and type in a note explaining why the other violation is not valid either so that the state of AZ has your statements and can decided if you are compliant with the Arizona Interlock system NOT Safe Harbors system. Please also contact an attorney to help you with these matters.  There are specific time lines that must be followed and if you miss them again you will not be able to request help form Safe Harbor as you are no longer a client of ours. Good luck to you and we hope that you are successful in completing the AZ interlock requirement.

Absolute trash! The worst interlock company by far, their "fees" are completely unreasonable. They charge a $35 "missed appointment fee" and then $25 more to re-schedule. Not to mention their payment system magically finds amounts that you owe and not one of their staff could give me an explanation. PLEASE PLEASE DON'T use this company!!!!!!

Mrs. [redacted],  Under section 3 of your contract you will see a bolded statement as follows "Monthly monitor fee: this charge is for use of the system, scheduled service including retrieval of data logger

information, and reporting to the administering authorities. There is no pro-ration of charges for periods less than a month."  You were given the option to keep the interlock in your vehicle for the remainder of the rental period or have it removed prior to the 5 day grace period.  All of the fees charged were detailed in your contract, on your portal or available through the phone app.  Congratulations again in being one of the few in AZ to get the early 6 month deferral.  The average time on the interlock is 24 months, but not with Safe Harbor.

Mr. [redacted] after reviewing your Interlock compliance with [redacted], specifically with [redacted] and [redacted] at the [redacted] Interlock group there is nothing wrong with the machine and you are not being reported to [redacted] as non-compliant.  Please continue to drink water prior to testing and use the notes sections on your my.azsafeharbor.net to ensure that you will not get an extention.  Again you have no extensions on your Ignition Interlock License and are more than half way to be one of the 95% of Safe Harbor clients who get an early deferral, if eligible.

Ms. [redacted] Your statement that you are eligible for the 6 month deferral would require you to have had the interlock for a period of 6 months, complete your alcohol education and screening and have no violations with the interlock during the 6 months and provide a letter from [redacted] stating you are eligible for the early deferral.  Non of those actions have occurred.  It is hard to understand why you do not hold [redacted] accountable for their mistake.  Safe Harbor has fulfilled all of its obligations to you and installed an interlock into your car upon your request.  Safe Harbor didn't tell you to install a interlock, [redacted] did.  Safe Harbor didn't mistakenly remove your interlock requirement, [redacted] did.  Safe Harbor has given you the correct way to rectify the [redacted] mistake by providing you the information on how to get the states [redacted] to reimburse you for [redacted] error.  Safe Harbor has also agreed to waived your late scheduling fee, same day appointment fee and all other fees less the cost of installation and removal of the device from your car.  Your choice to not take the steps provided by the state for just such errors and issues indicates that you don't want to involve the state in this matter as they may recognize their error and require the interlock again. Again that is between you and the state.  If you don't understand the process or who to contact at the state, Safe Harbor can help you and also request a hearing with [redacted] and the [redacted] where proof of your DUI dismissal will be required for further action by any of the parties.  Please don't hesitate to let Safe Harbor know if you would like us to take such action.

Mr. [redacted],  After reviewing your logs and notes it appears that you are having issues not blowing alcohol into the interlock machine.  That is not to say that you are drinking, but you are presenting alcohol into the interlock that is causing you lockouts and fees.  Remember that...

the Ignition Interlock will multiply your breath sample 2400X to get your blood alcohol reading.  Refer back to the last pages of your contract for items that can cause mouth alcohol lockouts.  Every time your unit requires service prior to the 30 days it is because of violations that are recorded on the data log.  You can review your logs at anytime from the my.azsafeharbor.net site Use your email and password to review your logs and add any notes as to how or why the violations occured.  On April 1st of 2015 ADOT changed their requirements for the Ignition interlock reporting in AZ.  These changes included but are not limited to a lock out set point of .02 instead of .03 and no longer requiring any time lockout for BAC violations.  Prior to April 1st when you blew a positive alcohol sample into the machine it would lock you out for 15 to 30 minutes.  AZ not longer has the units lock you out and the interlock will allow you to attempt to start your car immediately after the fail.  You can tell when you fail as the Interlock will state FAIL and your car will not start.  The interlock will then ask for another sample to start your car.  If you try to start your car and it doesn't allow you to you should STOP trying to start your car as you are presenting alcohol violations and will be charged for the violation and may get additional time on the interlock.  I have attached the latest log with your BAC violations from 08/18/2015.  You can also purchase a portable breath testing machine (PBT) to help you know when  you are safe to try and start your car.  You also have the ability to upgrade to the $90.00 a month plan where you will not be charged for two violations a month, have videos and other information on how to not violate the interlock as well as the ability to exchange up to $50.00 in violations for a 1/2 hour class with a licensed alcohol profesional.  All of the Ignition Interlock companies in AZ are monitored by ADOT and the states Attorney Generals office.  Safe Harbor has the fewest Violation hearing and fewest interlock extensions of all of the service providers.  Safe Harbor was chosen by the NIH, NIaaa because it has educational information, dashboards and phone apps to help you learn your limit and not violate the Arizona interlock requirements. Safe Harbor hopes that you take advantage of the tools like www.myazsafeharbor.net, and the phone application to finish your state mandated requirement and get back on the road.

I have had this breathalyzer in my car for 2 months (keep in mind this is for my friend that don't have a car but needed it place in a car so he wouldn't go to jail and I DON'T DRINK) now the first month I had 10 violations from perfume and mouthwash (I PAID THE $85 FINE TAKING RESPONSIBILITY CAUSE WHEN WE HAD IT INSTALLED HE SAID NO PERFUME OR MOUTHWASH) this month I went the whole month with no violations because I took all perfume out of my car and didn't use mouthwash in the mornings at all....I had appointment for the recalibration set for a Tuesday I had to extend the appointment until Friday cause cause of payday.... well Wednesday I took my kids to school and the car started perfectly fine when I came out of the school it failed me (like I went in the school and drank) I called the safe harbor lady she just can't saying I don't know what to tell you try again....after 8 times she said unplug the device and try again well I did and it passed....no violations on thursday, friday I got up started my car drove all the way to work (mind you I blew probably 5 times while driving and it was fine) as I pulled up to work it failed I unplugged the device nothing called them they said I not know what to tell you I had 3 co-worers come outside to blow for me to just turn off my car still failed all of them...the safe harbor lady just kept telling me I don't know what to tell you sorry after her telling to retry about 10 times she said the only thing I can think of is unplug your battery its pouring down rain outside but I did it anyway once the car turned back on blew and it passed me....and they tell me there is nothing wrong with the machine...yeah ok! Now we go in for the appointment and they said there is 25 violations I told him that I have talked to safe harbor every time it has failed they put a 5 day extension so they can review the account so the next Friday comes I called their mechanic John from J&R automotive and he said no you don't have an appointment today I explained to him he reset the appointment I told him we are just getting it taken out he said you have to reschedule cause I don't have time today so we rescheduled it for Monday sat I wake up sucker than a dog go to my car to go to the hospital and it won't start they forgot to reset my machine until Monday so I call safe harbor and they have the same answer I don't know what to tell you they will try and get a tech to come out but they don't don't I will give a call back he said....well never got a call back Sunday I called and they are closed let a message and the emergency line but nothing of course...so monday I wake have to call a cab to take my kids to school and me to work now waiting on someone to call me to tell me how to use my own car!

Mr. [redacted]

We have taken the time to review the phone calls and the information on the account. With that being said I do not find any phone call including and profanity nor threats what I do find is that there was and unresolved issue of a transfer request due to you moving to...

[redacted] from Arizona with this I have submitted the correct paperwork to have the equipment that you are in position of transferred out of our inventory and into the [redacted] company that you are currently being serviced with. In regards to fee charged, I do see that you in deed paid the transfer fee that was requested of you on 12/4/2015 due to the missing information that was needed to process the transfer request the monthly service fee charges were added to your account. Now that all the information has been reviewed we wanted to advise you that the fees have been adjusted form your account in regards to the 2 monthly payments and your account is zeroed out. As soon as we receive word back that the transfer of equipment has been completed we will be in contact with you to advise further.

Thank You

Ms.[redacted] In conjunction with NHSTA, the State of Arizona sets all of the required IID parameters. One of those uniform parameters includes the .02 violation lockout. This changed occurred in April 2015. As you may or may not know,...

alcohol is found in many different items causing mouth alcohol contamination. That, along with the fact that the device multiplies your breath sample 2400 times to get an accurate BAC sample. Safe Harbor provides numerous videos and information to help our customers understand the nature of the device and what may cause a violation. This information can be found at my.azsafeharbor.net. We do suggest carrying water with you and if you find yourself in a similar situation, you do not have to test right away after a fail, rather you can rinse your mouth with water and try again. However, you must complete the test within the 6 minutes that the device allows you. The contract further states that you are not allowed to blow any amount of alcohol into the device. As it pertains to the two(2)BAC violations that you received on your device, we were able to offer you "Violation Forgiveness" and waive one of the $25 fee you were charged leaving the other $25 validly owed if you would like the payment credited to your Safe Harbor account. This would require you to take a ½ hour class at AES-Alternative Education Solutions with a counselor to learn about alcohol and mouth alcohol. Is this something that you would be interested in? Please understand that the ANY unclean breath samples(alcohol,smoke,food,etc)that cause violations within the device, cause damage to the Fuel Cell. We offer the education swap for violations as a means to help our customers better understand the device, the science behind alcohol and the body. If this is something you’d like to engage in, I’d be happy to discuss further.

Again, In conjunction with the National Highway Safety Transportation Administration, the State of Arizona sets all of the required IID parameters for ALL of the devices that operate here. One of those uniform parameters includes the .02 violation lockout. This changed occurred in April of 2015 and again, all devices must comply to the newer specifications. As you may or may not know, alcohol is found in many different items causing mouth alcohol contamination. That, along with the fact that the device multiplies your breath sample 2400 times to get an accurate BAC sample. Please understand that the ANY unclean breath samples that cause violations within the device, cause damage to the Fuel Cell. We must then calibrate and/or repair the device. The offer of the education swap for violations as a means to help our customers better understands the device, the science behind alcohol and the body.

Whit this information stating again we are able to offer you the $25 that you have already paid as a credit on your Safe Harbor account after completing a 30 minute class with AES. If that you are not wanting take advantage of this opportunity than unfortunately there is nothing further I can help you with in regards to this matter. We have already waived the fee for 1 of the 2 $25 violation fees as well as we are offering you the ability to take a class to receive a credit for the other $25 violation fee. Again, If this is something you’d like to engage in, i’d be happy to discuss further.

thank you for the opportunity to reply and explain what Safe Harbor, a state authorized Ignition Interlock provider has the authority to do, and what the State of Arizona DOT has the authority to do and how to request the proper authority to respond to Ms. [redacted].
Safe...

Harbor is one of nine approved ignition interlock companies in AZ. Ignition Interlock companies install Interlocks, breath testing machine, into people cars who were convicted of a DUI and are required to have a interlock for a period of time with no violations of the AZ Interlock program.  The interlock providers are charged with Monitoring the compliance of the convicted DUI offenders by downloading the driving and interlock data every 30 days and reporting the recorded data to the [redacted].  Safe Harbor does not have the authority to remove any violations or data that are not directly caused by machine error, malfunction or Safe Harbor Technician error.   
 
[redacted] requires that the convicted DUI offender only operate vehicles that have a interlock installed on them.  That the offender blow into the interlock a clean, no alcohol, breath sample to start their car and then while the car is operated the person must take Random Rolling Retest to show no alcohol was consumed while driving.  If the person misses a retest but successfully takes and passes the breath test within an hour the violation is not to be reported to the state.
 
The data log with all violations reported to [redacted] on or about 9/14//2013 including the missed retest on 8/26/2013.  You can see that of the five possible violations the retest refusal of 8/26/2013 was submitted as the driver did not take and pass a test within one hour of the missed retest as required by the State of [redacted].  Safe Harbor has no authority to remove the data from the record that is sent to MVD.  Attached is the full log for further review and transparency.
 
Client Notes Remove Event Event Date Event Row Number BAC Recorded Date Processed Date
Violation Removed INITIAL TEST FAILED HIGH BAC 8/13/2013 568 0.063 9/14/2013
Violation Removed RETEST REFUSAL 8/26/2013 3894 0 9/14/2013
RETEST REFUSAL 8/26/2013 3959 0 9/14/2013
Violation Removed INITIAL TEST FAILED 9/10/2013 8031 0.036 9/14/2013
Violation Removed INITIAL TEST FAILED 9/10/2013 8036 0.035 9/14/2013
 
To try to help Ms. [redacted] Safe Harbor has given all logs, notes and other materials that are part of her my.azsafeharbor.net portal, to her, so she can submit any and all possible defense to the state of [redacted] to avoid a possible extention do to her lack of compliance on their system.  
 
Safe Harbor has no rights to remove any state ordered extension and Ms. [redacted] needs to follow the state of Arizona rules and request a hearing on this and any other matter that can cause a extension on the interlock program. Ms. [redacted] abusive and angry behavior is misdirected at Safe Harbor as the state of [redacted] is the only party who can or has taken action on Ms. [redacted] interlock program.  Safe Harbor has not reported any false data or violation to the state and has continued to try to help her with her dealing with the [redacted].
 
Although not specifically raised Ms. [redacted] has a second log with a violation that was reported to the [redacted].  That log is also attached.  The log reports a missed retest that was properly reported as well.  Safe Harbor recommends that she contact the state of [redacted] hearing office and request a hearing on any violations reported.  Information on this can be found at  [redacted]
 
Thank you again for your time and consideration in this matter and we at Safe Harbor hope Ms. [redacted] is able to resolve this issue with the [redacted].
 
Sincerely 

[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.]

The company has reached out and taken care of the issue I was having. 

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Mrs. [redacted],

Congratulations on being one of Safe Harbors early deferral clients.   Safe Harbor helps more people get the early deferral than all of the other interlock companies combined.  The fees that you were charged in September were based on the Alcohol violation recorded on...

 08/16/2014 Saturday08:23:15 Breath Test Started  115908/16/2014 Saturday08:23:290.068%INITIAL TEST FAILED HIGH [redacted]8/16/2014 Saturday08:23:29 Initial Test High BAC Lockout, as well as not having the unit removed within the "Grace Period" as outlined in your contract.  The exact statement referencing this provision of the contract is; Monthly monitor fee: this charge is for use of the system, scheduled service including retrieval of data logger information, and reporting to the administering authorities.  There is no pro-ration of charges for periods less than a month.  Your initials appear directly under this bolded statement on your contract.  I have attached a copy of your signed contract to this response but you may also review your signed contract from your portal at [redacted]  The CSR informed you of the condition and you choose to have the unit removed on the 8th. Unfortunately under the terms and conditions of your contract with Safe Harbor there are no Pro-ration of charges for less than a month. You may keep the device for the remainder of the month that you are charged at no additional cost to you.  I apologize for any perceived rudeness from the Safe Harbor staff member.  After reviewing the call from Friday the 5th at 8:56 AM and notes it appears that your conversation got heated after your statement that you would be done and the CSR could shove the rental unit up her butt.  If  you choose to keep the unit for the remainder of September please notify us of your intent to cancel the appointment for Monday the 8th before close of business today to avoid any additional fees.

Sincerely [redacted]

Safe Harbor SUCKS!!! I got charged when I wasn't even a client and tried getting my refund! First of all the customer service is [redacted]! Customers come first no matter what industry you are in! So the girl tells me "im sorry sir, we can't refund you because you didn't transfer your device in time! Im not responsible for transfering the device, my provider is. Safe Harbor is such a joke, they try to take your money anyway they can and then blame it on you! DO NOT CHOOSE SAFE HARBOR!!! It will save you money and you wont have to deal with the bt!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not "No Show" for any appointments. I arrived for my appointment, early as usual, and was told there was nothing they could do and I would need to take my vehicle to my mechanic. I took my vehicle to the Nissan dealership and had my transmission replaced and they did call Safe Harbor on 3 occasions for codes to ensure the work was done properly and I would not receive any violations. Yet, I still received a "disconnect violation" but my battery had to be disconnected in order to install the new transmission in my vehicle. I was on the phone for nearly 90 minutes speaking with a supervisor that assured me there would be no violation for that instance if it was due to repairs and I would be responsible only if I/a mechanic/etc were to have blown alcohol into the device or damaged it.

The lack of cooperation, accountability and explanation when asking questions when dealing with representatives and management alike is abhorrent. You get a different answer depending on who you speak with and even when you talk to the same person on multiple occasions their stories change or the call I made was never documented in the system and there are no notes supporting what I was wrongfully told. I would expect when dealing with an agency handling affairs such as my driver's license and legal matters I would expect more professionalism, courtesy, respect and information. I would also expect them to honor previous arrangements made and to be held accountable for the information they give whether it is accurate or not.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I didn't ask for any other fees to be removed so I'm not sure why you bring those up!  They have nothing to do with the amount that I won't get for the month paid in advance.  I need a copy of where I signed those terms and conditions please and thank you

Regards,