ComplaintsforConsumer Safety Technology LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called on 7/15/24 to close my account and report the removal of my device. The woman I spoke to advised me they had just received a payment of $57.75 on 7/11 and the remaining balance with that payment received is $13.77. I made the payment and she stated "congratulations, you just made your LAST payment to Intoxalock" and nothing more was advised.I was then charged $54.50 on 7/18 without my authorization and after the account was closed. With ACH electronic payment guidelines, don't I have to call to authorize the payment? I was not expecting that payment and was returned by the bank. Now Intoxalock is billing me a $30.00 fee, on a closed account, after illegally charging me without my authorization.Today I have spent hours on the phone with their customer service, escalations, and retention. Nothing has been done and no one has communicated to me where these payments are going. All I get is a nothing explanation and after speaking to many different rude representatives, no one would even try to help or listen.

  

  Business response

  08/06/2024

  A member of the Intoxalock management team has been in contact with ****************.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After speaking with **************** Intoxalock has agreed to waive the balance on file for $84.50 and have fully closed ******************** account.     
  
  If you have any questions or concerns, you can reach the representative who you spoke with at ************

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got an intoxalock device installed in my vehicle in early June. Intoxalock as a company send me the device and all required paperwork. However the vehicles VIN and license plate number were wrong on the paperwork. I cannot get my new drivers license until I get this issue resolved. I reached out in early July and was told to send them an email with the forms. Sent that email July 15th and was told Ill get an email back with the paperwork corrected within 48 hours. Called back on July 17th after not receiving anything and was told it was actually 72 hour waiting period and to call back. Waited the 72 hours and called back in to Intoxalock and was told to wait til July 22nd because it had to go to a different group to change the paperwork. Called back in July 23rd and was now told it was escalated and to wait another 48 hour. I cannot submit for my drivers license until this is fixed and its been over a week.

  

  Business response

  08/01/2024

  A member of the Intoxalock management team has been in contact with **************.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he incurred.

   

  The corrected forms were emailed to ************** the same day this complaint was filed.  Intoxalock has applied a $100.00 rebate and one month credit of lease charges for his time and inconvenience.

   

  If you have further questions or concerns you may reach the representative handling this at ************

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After being ordered to install an IID for one year my choices were limited. Not only did the faulty device kill 2 brand new car batteries in this time span, it also caused several lockouts in which I had to pay the technician 70 dollars on top of the 70 dollar lockout fee about 8 times not including the 160 dollars for each car battery. Each time this happened I was given the run around by whomever happened to answer the call after hours of being on hold and having to explain the situation from the beginning because apparently they dont update their systems and was only credited one time. Most recently, I was told to send the receipt of my car battery purchase to their invoice **** and got a confirmation by email from them...when I called just yesterday to schedule the removal of the device and to inquire about the resolution of costs ( balance of 256 which should subtract the car battery purchase and at least 2 fees for the unnecessary lockout 160/70/70) i was told they dont reimburse. Constant contradictory info! This company has been nothing but a nightmare designed to string you along while robbing you. I am going to continue pursuing this matter and warning others on any social media platform to steer clear of this horror show of a company until they make things right on their end!

  

  Business response

  07/23/2024

  The management team at Intoxalock has made contact with ****************** to address her issues. We acknowledge that she may have had a negative experience with our company and sincerely apologize for any frustration she may have experienced.
  
  Following our email conversation with ******************, Intoxalock has decided to waive the past due account balance of $256.72.

  
  Should you have any further inquiries or concerns, please do not hesitate to get in touch with the representative who spoke with Ms. *************** ************.

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Intoxalock machine keep draining my battery and locking me out my car !!this is a scam !

  

  Business response

  07/23/2024

  Efforts to reach out to ******************** by Intoxalock's management team have been made in order to address his expressed concerns. Unfortunately, despite our attempts, direct contact has not been established. We have left a voicemail message to the contact details on record. We deeply regret any unfavorable experiences he may have encountered with our company, and we sincerely apologize for any frustration this situation may have caused.
  
  For any further questions or concerns, we encourage Mr. *************;to feel free to connect with the dedicated representative assigned to his complaint.This representative can be reached directly at ************.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2023, I had my Intoxalock device installed. It hadnt even been a week, and the handheld device quit functioning. They said my vehicle had to be towed to a service center to swap out the handheld. They immediately covered a portion of the tow and told me I had to pay the rest out of pocket, but Id be reimbursed for the $139.80 that I paid due to their faulty device. I submitted receipt of the tow the day it occurred and never received my reimbursement. I reached out to the company on multiple occasions regarding this and was always told to give it a couple of weeks and my refund should arrive via check to my home address. Today, 11 months after the tow and after several attempts, I still dont have the money that is owed to me. I spoke with the manager ***** who looked over my documents and informed me that the tow receipt needed to have more information and that I wont be reimbursed without it!!! Why wasnt I told this nearly a year ago when I first submitted receipt? So if the tow company (which Intoxalock dispatched) doesnt have documentation from a tow they did 11 months ago and if their system isnt set up to populate a receipt with the needed information, I am out almost $140 due to Intoxalocks faulty equipment. It isnt right, and I would hate to see someone else have to go through the heartache and expense that I have due to this company. We are obviously using their services because we are going through a rough time, and this adds insult to injury on both a mental and financial level. I have shed more tears than Id like to admit over this $139.80, but its been the most frustrating experience ever trying to work with Intoxalock to have them pay me what Im owed. I pray that my horrible experience can serve as a warning to others so that they may think twice before proceeding with this company and having to deal with the terrible customer service to which ********************** operates.

  

  Business response

  07/24/2024

  Efforts to reach out to ************ by Intoxalock's management team have been made in order to address her expressed concerns. Unfortunately, despite our attempts, direct contact has not been established. We have left a voicemail message to the contact details on record. We deeply regret any unfavorable experiences she may have encountered with our company, and we sincerely apologize for any frustration this situation may have caused.
  
  For any further questions or concerns, we encourage Ms. ************ feel free to connect with the dedicated representative assigned to her complaint.This representative can be reached directly at ************.

  Customer response

  07/24/2024

   
  Complaint: 21982702
  
  I am rejecting this response because:
  Only one attempt was made yesterday. I work 12 hour shifts and havent had time to respond to the one outreach regarding the struggle Ive been dealing with for nearly a year. I will have no resolve until the money I paid on behalf of their faulty equipment is refunded. 
  Sincerely,
  
  ***********************

  

  Business response

  07/24/2024

  A member of the Intoxalock management team has attempted to contact ************, but were unsuccessful.  We regret any poor experience she has had with Intoxalock and apologize for any undue frustration she may have incurred.
  
  After reviewing the initial complaint for the towing fee Intoxalock has credited the $139.80 mentioned within the complaint. ************ may either reach the representative below or our customer service at ************ to have a check sent out for this amount.
  
  If you have any questions or concerns, you can reach the representative who attempted to contact you at ************.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  intoxalock took my from my bank account w/out my authorization. i had a device installed and was completely being ripped out w/fees and cost to install that i wasnt aware of. i had the device removed after 5 days only to find out they were charging me over $500 to remove the device and then took an auto pay from my bank account for $212. ive been in contact with them and they claim the charges were all valid.. they claim the charges were $150+ early termination ************************ i never agreed to such charges a never sign any lease or agreement w/them. they werent honest from the beginning thats why i had the devise removed and stopped their service.

  

  Business response

  07/18/2024

  A member of the Intoxalock management team has been in contact with ************.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After speaking with ************ Intoxalock has agreed to reimburse ************ via check for the $306.97 spent with us during his time the unit was installed. 
  
  If you have any questions or concerns you can reach the representative who you spoke with at  ************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an intoxalock device installed in my truck for almost a year with no issues due to a Dui and now Im getting hit with an violation that was a mechanical failure on the Device which has happened twice now . They are saying now I have to keep paying money for service and to check the device witch I no is corrupt! I was supposed to be able to get this off and get on with my life in 15 days !

  

  Business response

  07/19/2024

  A member of the Intoxalock management team has been in contact with ************.  We regret any poor experience he has had with Intoxalock and apologize for any undue frustration he may have incurred.
  
  After speaking with ************ Intoxalock has waived the lockout fee that was on file. After investigating the issues with the unit Intoxalock has advised that a new handheld may be needed for ************. Intoxalock was unable to reach the service center but has left them a voicemail for a follow up to have the handheld swap set up with the location.
  
  If you have any questions or concerns you can reach the representative who you spoke with at  ************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have my interlock fee waived by court order. Whenever I would call to start the process I was told I need more things not required by my state. Including a letter from a probation officer, a letter from my DMV, a letter from the state office, and my applications for assistance on the Intoxalock app and through customer service were ignored or misinformed at the least. I have had an unrestricted license (the only requirement for interlock removal in my state) in hand for several months but was told I need more things, causing me to have the interlock on an undriven car (broke down in july after install of device, ironically needed a battery alternator and belt)paying 50 dollars biweekly plus 20+ dollars for calibrations and roadside assistance (had to be towed to service center). The business is deceptive and effectively stole money from me for months. I was told they would not refund any of my money, despite it being paid under false pretense of me still needing to have the device/lacking requirements to have it removed I checked with state agencies and they confirm that intoxalock has tried to require more than was necassary and did not provide correct information in a timely manner. My application was never submitted to the state treasury for consideration even though they had everything needed. They continue to hang up, argue, and make things up that arent real laws. They are the only ones that can submit for reimbursement to the state and they still can, but they wont. They owe me $2400. Please do something about this, too many people are getting ripped off. BTW I recorded many calls, have additional documentation with dates, times, law ordinances, I have spoke with **** of consumer affairs, department of treasury, and the department of treasury.

  

  Business response

  07/19/2024

  Efforts to reach out to **************** by Intoxalock's management team have been made in order to address his expressed concerns. Unfortunately, despite our attempts, direct contact has not been established. We have left a voicemail message and also sent an email to the contact details on record. We deeply regret any unfavorable experiences he may have encountered with our company, and we sincerely apologize for any frustration this situation may have caused.
  
  For any further questions or concerns, we encourage Mr. ***********;to feel free to connect with the dedicated representative assigned to his complaint.This representative can be reached directly at ************.

  Customer response

  07/22/2024

   
  Complaint: 21973059
  
  I am rejecting this response because:  I have been available and returned the call within 24 hours as well as following up in email to no avail.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/26/2024

  The management team at Intoxalock has made contact with **************** to address his issues. We acknowledge that he may have had a negative experience with our company and sincerely apologize for any frustration he may have experienced.
  
  Following our conversation with ****************, Intoxalock has provided him with information on how the financial assistance process works for the state of *********. This process is standardized and cannot be altered by Intoxalock in any way.
  
  Should you have any further inquiries or concerns, please do not hesitate to get in touch with the representative who spoke with Mr. ************** ************.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had Intoxalock Ignition Interlock on my truck more than 13 months without incident. Since around 6/04/2024 I received 7 violations. Each violation involves 30 minutes with Intoxalock and equal time with service technician to re-calibrate the device. Hours of my time. On 7/3 the device would not take my sample, so I had to find the closest technician, leave my vehicle running until Intoxalock cleared the device. When I left the technician, it locked me out before I got home (15 mins away). Today 7/9/24 it did the same thing on the way to my mechanic. I paid ***** to inspect the machine. They said nothing is wrong on 7/3. Based on 13-month performance with no problems, the sudden problems I am having indicates somethings wrong with the device. It is not supposed to perform with the number of difficulties I'm having. I know because I've operated it with no problems until recently. This is a monitored device. They have excess to the excessive times that I have had to blow along with actual photos of each sample. On two occasions I have escalated my concerns to management. All the information that I have just provided in this complaint was explained to someone (a lead or something. I don't know because she was not forthcoming when I asked her title) but assured she would help me. I was put on hold and disconnected, which has happened more than once. No return calls each time. This is costing me money, time and gas. May cost me my job. I work out of my truck.Lockout calibrations =$187.40. Inspection $*****. MVD Violation fees (which they said they would wave but just keep charging me) =$234.00. Also, upcoming $98.00.I last spoke to someone named *******. She said she was going to arrange a new device. I asked her what they were going to do about all my additional cost was when she disconnected. The device needs to be replaced and they should me reimbursing me for the $483.90 and upcoming charges. This device is not supposed to be a hardship

  

  Business response

  07/18/2024

  member of Intoxalock was able to talk to Mr. ************************* speaking with him, I did advise that the service center did not find any issues with the equipment. However, he was advised that a credit total of $500 could be applied to the account as a courtesy to cover the current balance of $293.99, and a refund check would be sent for $200. ************** stated he would reach back out once he confirmed his total. As of 7-18-24, no call was received. Should he reach back out, the promised credit will be issued.
  
  Please reach out with any additional questions at ************.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On june 19th, 2024 I was on a call with the business and let them know that their device had drained my battery. They told me on a recorded phone call that in the state of ******** that I was allowed to take the device off the power adapter without being locked out as long as my car was off and the machine was in sleep mode. Tried jumping my car today to try and fix my battery issue and they said I was locked out for 4 days but conveniently could pay 75$ to avoid that. After explaining that I had a recorded call with a customer service rep previously telling me that I could do so without being locked out they said too bad and to pay the money or stay locked out. I have to buy a new battery to replace the one that their device drained which its probably faulty since it drained the battery quickly and instead of looking at it on their end and rectifying the situation they want me to pay for everything my battery, their device, and to thank them for it. I am not the only one who has been harmed by this as there are multiple others on Reddit with the same exact situation on this.

  

  Business response

  07/16/2024

  The management team at Intoxalock has made contact with ******************** to address his issues. We acknowledge that he may have had a negative experience with our company and sincerely apologize for any frustration he may have experienced.
  
  Following our conversation with ********************, Intoxalock has agreed to waive the $89.97 lockout fee and the $40 shipping fee, as requested by ********************.
  
  Should you have any further inquiries or concerns, please do not hesitate to get in touch with the representative who spoke with ******************** at ************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩