ComplaintsforNationwide Interlock

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is pretty disgusting with the way they treat current customers. I have documented proof of me trying to call their call center where ALL departments are in the same room, they are deliberately not answering for current customers. The minute you call in or press the button for a new install - they answer immediately. I have proof of me waiting on hold for upwards of 30 mins with scheduling each time I call in. Thats multiple times. Im also aware that scheduling gets overwhelmed with current customers but there should be a better system put in place for current paying customers. Not to mention, majority of the women that answer the phones in those offices are pretty disgusting with their attitude and demeanor. Im a supervisor for a call center and Im very aware of rapport youre supposed to have with clients on the phone. Intoxalock employees were much kinder so I think I will be switching my device over for the remainder of my time. This has left a bad taste in my mouth with nationwide and Roadguard which is a shame because they had such great reviews YEARS ago. I want my money back but Ill take my sanity and happy thoughts over that.

  

  Business response

  07/08/2024

  I wanted to personally thank you for taking the time to provide us with your feedback. We value your opinion and are always looking for ways to improve our services.
  
  I understand that you have experienced longer wait times when trying to reach our scheduling department, and I sincerely apologize for any inconvenience this may have caused. We strive to provide excellent customer service to all of our clients, and we appreciate your patience during busy periods.
  
  You mentioned that our sales line is answered quickly, and I want to assure you that we have dedicated resources to ensure prompt assistance for our potential customers. However, due to the high volume of existing customers, our scheduling department may experience heavier call traffic. We have a team of over 10 professionals working diligently to serve our valued clients.
  
  Regarding your concern about the manner in which you were spoken to, I take this matter very seriously. I will personally review some of the calls to address this issue and ensure that our team members are providing the respectful and courteous service that we expect from them.
  
  After carefully analyzing your account and considering all the factors involved, I regret to inform you that we are unable to fulfill your request for a refund at this time. However, if you would like to discuss this matter further, I am more than willing to personally assist you. Please feel free to reach out to me directly, and I will do my best to address any additional concerns you may have.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is invaluable to us as we strive to improve our services and provide the best possible experience for our customers.

   

  *************************

  CEO/Nationwide Interlock/************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with nationwide since april of 2023 and have had nothing but issues. I have had two violations that cost me 4 months without my licence and it was due to their negligence and I have the proof. I have waited for almost a week for the raised seal paperwork to be reinstated and they do not accept the paperwork that was given to me at the secretary of state. In total I have been paying for a service for over 4 months that I cannot use totaling an estimated value of over 600$. The company makes you wait on hold for extended periods of time and it makes it very difficult to deal with them. I am forced to have an interlock device for 12 months and my 12 months would be up if it wasnt for there junk equipment and poor communication. Please hold this company accountable for there poor buisness ethics and legal robbery tactics.

  

  Business response

  06/13/2024

  Thank you for filing your complaint. I understand your frustration regarding the violation and the revocation that occurred due to mechanical work on your vehicle.
  
  Please note that as a company, Nationwide Interlock does not have the authority to override the decisions made by the state of Michigan regarding violations. However, I would like to offer some advice to help you avoid similar situations in the future.
  
  If your vehicle requires mechanical work, I recommend having the device removed beforehand to prevent any potential violations caused by the mechanic. This proactive approach can help ensure a smoother experience.
  
  Regarding the paperwork you mentioned, I apologize for any delay. Please reach out to me directly, and I will personally assist you in obtaining the necessary documents.
  
  However, I regret to inform you that I am unable to ***** your request for a $600 refund for the violation caused by your mechanic. I suggest contacting the mechanic shop directly to seek compensation for their mistake.
  
  If you have any further questions or concerns, please don't hesitate to contact me. I am here to assist you.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company continues to say I had a reset of my interlock device and charging me a reset fee of $75.00 that I have paid $150.00 total. When I spoke to management they told me to contact my state government. After speaking with my FL DMV they have assured me every time that I have absolutely no violation. I finally decided to leave this company and use another service and contacted them for a date to remove their equipment. They then told me I had to pay a $250.00 unauthorized removal fee. They told me it was in my agreement I signed. I told them I never recieved such an agreement and the *** confirmed it was showing pending and I never digitally signed/agreed. I was assured I would have the *** contact me and he has not called to discuss correcting my many grievances.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an interlock device installed in my car. Within a week I received a violation before blowing into the device, I go and have it unlocked. The very next day I go to work and after a 13hour shift get in my car to use the device. Before I even blow into it the display screen has an X saying lockout in 5 days. I call explain my issue, they schedule an unlock appointment, but advise me to call the *** to make sure I dont have any violations. I did and do not have any violations. I show up to the shop as scheduled today the technician ***** advised its an issue with the device stating its not my fault and I wont be charged the $75. I have now received two seperate text messages and calls stating I owe $75 for the unlock fee. I am not in any violation, and the device given to me was faulty and replaced. Im not paying another $75, as Ive already paid $202 $52over the original price quoted for the device each month. Online it states free installation and monthly service fees includedno hidden fees this is wrong because once you get the contract it has all these hidden fees on it, but after you get it installed. This is bait and switch at its finest. I will get this removed and already found another company that doesnt charge these bogus fees.

  

  Business response

  03/13/2024

  Dear ******************,
  
  I hope this message finds you well. After thoroughly reviewing the information on your account and discussing the matter with my technician, I wanted to reach out to you to acknowledge that you were indeed correct in stating that the issues with your device were not your fault.
  
  I deeply apologize for any inconvenience this may have caused you. Upon further investigation, I discovered that you were charged for both reset fees, your monthly payment, the **************** fee, and a setup fee. I have taken immediate action to rectify this situation by removing both reset fees from your account.
  
  In addition to this, I have instructed my office to credit your account with one month of free service as compensation for the inconvenience you have experienced. I truly value your business and want to assure you that such issues will not happen again in the future.
  
  I tried reaching out to you via phone and left a voicemail with my cell number. Please feel free to contact me directly at any time if you have any further questions or concerns. I would be more than happy to assist you and ensure that your experience with our service is a positive one.
  
  Once again, I apologize for any inconvenience caused and I appreciate your understanding. I look forward to serving you better in the future.
  
  Thank you and have a great day!s

  *************************
  CEO at Nationwide Interlock & Electronic Monitoring
  ************ | ************ 
   ***************************************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/03/23 $153.47 plus the money for the time I had to take off of work due to not having my license do the fact the company put me in violation with the secretary of state. this company referred to a company they do business with which is called *** auto repair. I went in for a monthly service during my monthly service routine *** auto repair disconnected my headset without notifying me which caused me to go into violation with them and also with the secretary of state. Doing this they charged me a fee even though they knew it was *** auto repair who caused the violation. this also caused my license to be suspended for *************************************************************************************** to have to miss work due to my job being 50 minutes away from my home. *** wrote nationwide to let them know that they put me in violation and nationwide still charged me and didn't do any adjust to my bill.the nature of this dispute is financial.Since this incident have occurred my bill have not been the same since.The company has not tried to resolve this issue with me.account# ******

  

  Business response

  11/14/2023

  I spoke with the customer and was able to settle the complaint to her satisfaction.  I refunded her money all monies and waived all further payments until January, 2024. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have been applying my monthly payment towards a balance due (wont say what it is) and therefore keep charging me for a late payment each month and these charges keep increasing

  

  Business response

  04/12/2022

  My office manager reached out to the customer and is waiting for a response.  There was some confusion on her monthly rental fee and the additional fees she owes based on multiple late payments.  I advised my office to waive all extra fees and bring her account current. Nationwide waived $245 dollars and this should resolve the matter to her satisfaction. 

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