LifeSafer

Attached is our Company's response to Mr*** ***'s complaints filed on 03/16/2015, 03/17/2015, and 03/18/2015. Complaint #'s : ***, *** and ***. March 25, 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 complaints made by Mr*** *** on 03/16/2015, 03/17/2015, and 03/18/2015. Mr***’s complaints state that he cannot start his vehicle due to having trouble with his device and that he is very unhappy with our customer service. I have spoken to the State Director and have been informed that Mr*** was switched over to a new type of device as his requirements from the State changedSince switching over to the new device, Mr*** has been experiencing user errorWhen calling in to troubleshoot over the phone, our representatives have walked Mr*** through on how to properly blow into the device and each ***e he passes and does not have any issuesHowever, Mr*** was still experiencing difficulties blowing into his deviceMr*** has been very hostile to the staff at LifeSafer of Northern California and has even threatened them on occasions. Mr*** had his device successfully de-installed on 03/20/2015.Please let me know if you need additional information.Sincerely, *** ***Corporate Communications

Attached is our Company's response to a complaint made by Mr*** *** *** * ***Dear Revdex.com, This letter is in response to a communication received from you regarding a complaint made by Mr*** *** on 12/16/2014. Mr*** is requesting the full amount $be refunded to him due to the technician’s error. We will be sending another check totaling $to Mr*** via USPS to the address he provided so he will now be refunded for the days that the device was in his vehicle, in addition to the days the device was not in his vehicle. Sincerely, *** ***Corporate Communications

Thank you for contacting us regarding complaint #ID *** We take all of our customer complaints seriously and are currently looking into the matterYour patience is appreciated and we will respond accordingly as soon as all information is gathered regarding your concerns within the next few
daysWe also appreciate the assistance of the Revdex.com in addressing this matterSincerely, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Lifesavers offhanded to respond that they have already addressed the complaint is typical of their customer service philosophyThey simply do not care as reflected in this responseThey fail to specifically address the concerns particularly when it's concerning their faulty equipment and take no responsibility for making marketing and supposedly servicing a product that is simply faultyAll you need to do is look at their response and you'll know exactly how they treat their customers and hopefully it'll Help you make an informed decision whether or not you want to be treated like that
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Attached is our Company's response to complaint #*** from Mr*** *** on 01/23/2015. February 4, 2015Cincinnati Revdex.comWest 7th Street, Suite 1600Cincinnati, OH 45202Dear Revdex.com,This letter is in response to a communication we
received from you regarding a complaint from Mr*** *** on 01/23/2015. Mr***’s complaint states that he does not trust his interlock device while he is driving due to device issues he was having earlier this monthHis complaint also states that LifeSafer has no transparency in regard to sharing information with our clients. During the month of January, some clients experienced device issues like Mr*** described in his complaint. These issues were corrected with a device resetWe apologize for any inconvenience this may have caused Mr*** On January 12th, we reset Mr***’s device for the first timeThe device was also reset on January 21st. Mr*** states that he believes he’s still having residual issues with his device. Upon review of his event logs that doesn’t appear to be the case Regardless, we would like to offer another free reset to put his mind at ease.In regard to LifeSafer’s transparency with information:a. During Mr***’s calls he was informed that since the issues were related to the device, he would not be charged for his appointments or tow (if it were necessary).b He was informed of the steps to take if his device was to go into lock out before the reset appointment.Lastly, we apologize if Mr*** was placed on hold for a long period of time as we were experiencing a high call volume. Please let me know if you need additional information.Sincerely,Alyssa ScavoneCorporate Communications

We have contacted Mr*** to explain the process in regard to the month compliance regulation in Washington

Case
#***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 are consistent with the
program’s rules.LifeSafer has tried to work
with client in multiple circumstances and the client states that it is faulty
equipmentWe exchanged the client’s unit with a new unit on 2/15/as a
courtesy to see if the problem continues.Our device is working properlyWe will be happy to have Mr***
call and schedule an appointment at his convenience if he would like to
re-train on the proper use of the device.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 resultsAs long as our customer follows the information they were trained on, there should be no problems.We inform our clients that certain items such as hand sanitizer, certain food items etcmay have alcohol contents and advise them to wait at least minutes after using such items before trying to start the vehicleSituations like the above can cause the device to abort.LifeSafer takes all of our customer complaints
seriously and have researched the matter extensively to come to this
conclusionWe appreciate the assistance of the Revdex.com in
addressing this matter.Sincerely,Lifesafer
Customer Service

Attached is our Company's response to a complaint made by *** *** ***, complaint # ***. March 20, 2015 Cincinnati Revdex.comWest 7th Street, Suite 1600Cincinnati, OH 45202 Dear Revdex.com, This letter is in response to a
communication received from you regarding a complaint made by *** *** *** on 03/10/2015. *** *** complaint states some of his concerns regarding our Mailer Program in the State of ***. The Mailer Program provides our clients with a more convenient solution to getting their device monitoredInstead of having to drive to a service center to have their device calibrated, they can call and pay over the phone and have a new device shipped to their place of choice before their lock out date. These device shipments will arrive within 3-business days of purchase. Once they receive their new device, we ask that they ship their old device back to us within days to ensure proper inventory at all times. We do have tracking capabilities available for the shipments and if *** *** is ever wondering where his device is, we will be happy to notify him of its locationIt is always best to order a new device as soon as the service light begins to flash to ensure there is enough time to receive the new device in time before locking out. We are able to program warm up times for our devices when requested by the clientUnfortunately *** *** was not aware that he had the option of receiving warm up times on his device, for which we very much apologize forWe have notified the State Director of this and he is addressing this issue with his service centers. Getting prepared for the winter period, the State of *** was sending notifications to those in the mailer program notifying them that we have warm up times available should they feel they need themUnfortunately it does not appear that *** *** was in our Mailer program at that time. If *** *** would like warm up times programmed on his device, we would be happy to program the three set times that will go off every day for him. *** *** stated that there was a voice-automated message he heard while on hold with our Company that concerned himIn the case that *** ***’ vehicle ever stops running - an issue our devices do not cause, we will always ensure that we will properly inspect the device and its relay. If it happens to be a device issue, *** *** can be assured that LifeSafer will reimburse any towing fees and any service provided to fix his issues would be free of charge.We would like to apologize for any inconvenience this situation has caused *** *** and wish him the best of luck with the remainder of his program.Please let me know if you need additional information.Sincerely,*** ***Corporate Communications

As stated in our initial response, Mr*** should schedule an appointment for his free reset

We have contacted the customer to have her remove the device free of charge She will not be charged any fees or early termination fees If Ms*** has any further issues or problems we encourage her to contact us at her convenience LifeSafer takes all of our customer
complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely,Lifesafer Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10615264, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from LifeSafer is absolute jabberwockyAll of the data sheets contain informationA few examples that I would like to point out are, the car's battery voltage never dropped so low as recorded, due to having a battery tender connected while the car was sittingIt was sitting due to not being able to start itAlso, how does one explain the mileage readings? The care hardly moved, and in New Jersey the horn blowing and lights flashing is not required when a breathalyzer unit is installed due to DUIThe horn never soundedAnd, as I supplied previously to the Revdex.com, a court permission letter attends to the fact that the court allowed the car to be jump startedThis was accomplished without ever tampering with any of the unit installation itself.Mostly all of the responses that LifeSafer is supplying are lies and useless statementsYes, the battery was disconnected and then re-connected as instructed by LifeSafer's technician in an attempt to get the breathalyzer to start operating as it should when I could not start my carI also have a receipt for a new battery that I had installed just prior to having a different brand ignition interlock installed, and the LifeSafer unit removedI want to drive my car instead of fumbling with non-operational faulty equipmentI have had no problems with this new unit from a reputable company that I am currently using.In summary, I am not in the mood to argue senselessly with whomever is writing these poor rebuttals in LifeSafer's nameWhat I have claimed and stated is trueIf LifeSafer does not admit that their units were not working as they should have, and supply me a refund and damages, then their company will surely be receiving a summons from the "NJ Small Claims Civil Part Court" of Morris CountyI do not plan to be "ripped off" by a shady, under-handed, company that instructs it's employees to write lies to the Revdex.com in order to accomplish theft from lawful trusting consumers
Regards,
Laura Connell PS: LifeSafer employee reviews are available at: http://www.glassdoor.com/Reviews/LifeSafer-Reviews-E663901.htmBelow is one such review that compliments what I have been saying all along! Note the under-lined
Oct 5, Helpful (4) “It's all about the money ” Former Employee - Anonymous Employee I worked at LifeSafer full-time (More than years) Doesn't Recommend Negative Outlook No opinion of CEO Pros Hard working lower level employees who understand the product they produce will save livesOvertime is pretty much unlimited Cons Unorganized
company, upper management that has little concern for it's employees
and has no feeling for overworked and underpaid employees, no work life
balance, additional work without additional payNo annual pay
increases, terrible benefits, and equipment that does not work correctly Advice to Management Company
should consider stop adding other companies until they have a product
that works, Take care of your employees so we don't have to work for the
"other" guyHire management that knows what they are doing and not
some schmuck off the street

Re: *** *** #***December 29th, Information has been received from the Revdex.com regarding a customer complaint about device issuesThe customer is a participant in the Wisconsin interlock program that is administered by the State of Wisconsin and all device settings
are consistent with the program’s rules.Our State Director has spoken with Mr*** and they have resolved this issueLifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this final conclusionWe appreciate the assistance of the Revdex.com in addressing this matter.Sincerely,Lifesafer Customer Service

Mr*** was issued a credit on his accountThe final de-install fee would have cost him $ This fee was waived to make up for the charges for his unused days of service A re-fund was not issued -----original letter-----June 27, Revdex.com Re: *** * *** #*** We received information from the Revdex.com regarding a customer complaint about billing and device removal issuesThe 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 rulesMr*** had his device installed Feb22, 2016. When the customer came into our shop for an appointment on 6/2/16, he mentioned he was unsure about his removal date. We advised the client to check with the DOL (Department of Licensing) for the actual date We did not want to remove the device until Mr*** was sure it was approved. ( A customer can ask for the device to be removed at any time but they risk getting their license suspended if it is before their actual release dates that the DOL issues). Because of the uncertainty of the DOL approved release date, Mr*** paid his usual monthly monitoring fee giving him time to obtain approval from the DOLOn June 13, 2016, Mr*** had his device removedHe was also credited $for unused days of serviceWe were not able to refund the $Washington DOL fee as these are charged by the state of Washington, not LifeSaferLifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

After speaking with *** *From Lifesafer, I feel that my isssues with lifesafer have been comepletely resolved with courtsey and professsionalism

We received information from the Revdex.com regarding a customer complaint about product issues.The customer is a participant in the *** interlock program that is administered by the State of *** and all device settings are consistent with the program’s rules.APPOINTMENT
ISSUES: We addressed the appointment issues with the client directly last week and consider this portion of the complaint resolved.EQUIPMENT ISSUES: The device is working properlyOur 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 ***.During installation, we train our customers about the importance of reading the handbook and watching our DVD so they will how to properly care for and use our deviceThe information can be located in the training book that all clients receive and are trained on page *Warn Light=The Device has detected the presence of alcohol on your breath below the FAIL levelA substance that left trace amounts of alcohol in your breath may have caused thisIf that substance happens to be a recently consumed alcoholic beverage, you need to keep in mind that your blood alcohol level may be rising and you may FAIL on the next test and a Violation will be recordedTIP: Eating, drinking, using mouthwash or medicines that contain alcohol immediately prior to a breath test may result in a FAILED TESTIf this happens, rinse your mouth out with water, take a few deep breaths of fresh air, and retest after waiting at least minutesWe do not issue refunds or credits when our device is working properlyLifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matter.Sincerely,Lifesafer Customer Service

December
18, Revdex.com Re: Case *** We received a complaint from the Revdex.com regarding a customer
complaint about selling practices.After
thoroughly investigating Mr*** complaint by listening to phone calls and
reviewing our logs I’ve discovered the
following:Mr*** called on 11/19/to schedule an appointment for installationMr*** was asked the standard enrollment questions: name, address, contact information, county of conviction, vehicle make/model/year/VIN/plate, his driver's license number and his attorney's name and numberThe agent explained to him that this was needed to ensure we were reporting his information properly to the state of IowaMr*** did schedule an appointment for installation and agreed to the time/dateHe was advised of the $installation appointment reservation fee at the time of enrollment, that he would be responsible for the fee if he did not show up or cancel hours in advanceThe client was asked if he understood and agreed with this policy and acknowledged agreement Two messages were left reminding Mr*** of the scheduled appointment date and time.LifeSafer
takes all of our customer complaints seriously, have researched the matter
extensively and feel that Mr*** is responsible for the missed appointment
fee.We
appreciate the assistance of the Revdex.com in addressing this
matterSincerely,Lifesafer
Customer Service

December
10,
Revdex.com
Re: Case
We received a complaint from the Revdex.com regarding a
customer
complaint about customer service
As
background, the customer is a participant in the Iowa interlock program that is
administered by the State of Iowa and all device settings are consistent with
the program’s rules
In response to the customer’s complaint regarding customer service, LifeSafer
strives to deliver excellent customer service to all of our customersEach
call the customer and her friend made to our call center were listened toThe customer
informed our agents her vehicle had a dead battery and wanted to know if she
had to reset her ignition interlock deviceThe agents told her she did notIn
no way did LifeSafer blame anything on the customer’s car, battery or
alternatorEach and every agent acted professionally and at no time was the
customer disconnectedThe customer went so far as to tell our agent she was
“awesome and helpful”.
In
response to the customer’s desired resolution, our records show the customer
has spoken with our State Director on several occasionsShe expressed she was
satisfied and her needs had been metWhen a customer first starts on the
interlock program, there is a learning curveThere is a specific technique
that must be used to successfully use the deviceIt seems that the customer
was experiencing some issues as a result of not blowing properlyOur State
Director and Technician were able to work with the customer to make sure she
was using the correct technique
LifeSafer
takes all of our customer complaints seriously and have researched the matter
extensively to come to this conclusionWe appreciate the assistance of the RevDex.com in addressing this matter
Sincerely,
Lifesafer
Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
This was checked into when Revdex.com contacted them I want my refund On 11-22-LifeSafer gave me the runaround about how they decide if it is a violation or notThe Representative who's name I will not mentiontold me she will get Steve or Julia to call me "state director" Never heard from LifeSafer each month asking installer to take it out and "I have nothing to do with removal unless LifeSafer gives me information." Stop stalling I need my money I work hard for. Robby

A complaint has been received from the Revdex.com regarding Mr***As background, Mr*** is a participant in the New York interlock program that is administered by the State of New York and all device settings and fees charged are consistent with the program’s rulesAfter thoroughly reviewing Mr***’s device logs and his account we found multiple instances of power disconnects and missed calibration appointmentsThese sent his device into early service recall per New York State rules and regulationsThe power disconnects were caused by either low battery power or from disconnection of the handsetCalibration appointments are mandatory and must be completed within a certain timeframeDuring installation we train our customers about the seriousness of missing appointments and the importance of their vehicle’s battery being in good condition for our interlock device to work properlyThey are also informed of all fees associated with missed calibration appointments, early recalls and other violationsIt is important to note that violations are sent directly to the State of New York via the device upload and cannot be removed or altered in any way by LifeSaferOn 11/20/2015, Mr*** was charged a violation reset fee due to power disconnectsOn 12/8/Mr*** was charged a $bypass code feeThis code was provided at his request after his device went into lockout due to a missed calibration appointmentIn New York, we are able to provide a code that allows the customer to drive their car to our service facility instead of towing it, thus avoiding costly towing feesOn 12/8/Mr*** was also charged a $violation reset fee for….He was given a credit for this charge by our technician as a good faith gestureMr*** mentions he has replaced his battery times in monthsIf that is the case, we will gladly review his receipts to determine if a refund is in orderMr*** also says he would like violations removedViolations are sent directly to the State of New York via the device upload and cannot be removed or altered in any way by LifeSaferLifeSafer takes all of our customer complaints seriously and have researched this complaint extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matterSincerely, Lifesafer Customer Service

Re: *** *** ***We received information from the Revdex.com regarding a customer complaint about product issues.The customer is a participant in the California interlock program that is administered by the State of California and all device settings are consistent with the
program’s rules.A technician was sent out to the client’s location to access the situation and try to resolve the client’s concernsAt this point, Ms*** is satisfied with the results and we consider this complaint closed LifeSafer takes all of our customer complaints seriously and have researched the matter extensively to come to this conclusionWe appreciate the assistance of the Revdex.com in addressing this matter.Sincerely,Lifesafer Customer Service