ComplaintsforGuardian Interlock Systems

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Guardian Interlock to have their device installed in my vehicle and was qouted a price of $87 over the phone. I agreed and went to my appointment where the device was installed, I then was presented a contract stating I would pay three times that amount ever month. I refused to sign the contract and stated I would like the device removed from my vehicle. The installer told me they could not remove the device without the permission of Guardian and that I would need to call their 1800 number. I have now called the 1800 number and sent emails repeatedly for over three months and have never received a response. I have now received a letter from guardian stating I have an outstanding balance per terms of our agreement (which I never signed) and I am responsible for the cost of the device. The letter has no balance listed or method in which to pay the balance. The only contact listed is the 1800 number that I then again called multiple times and left multiple voicemails. I have never received a response from guardian. I have now received a letter from the DMV stating my license will be revoked due to non payment to Guardian Interlock. I have never received a bill, an email, or phone call regarding any payment and am completely unable to resolve this issue due to the Guardians seemingly fraudulent business practices. I am currently in the process of speaking with attorneys on how best to handle this situation.

  Business response

  01/18/2024

  We apologize for any confusion, but Mr. ***** received a special, manually adjusted rate. Our contract numbers pull from the fee group the client is assigned to, so we are unable to alter the contract to show the manual rate given to Mr. ***** on that contact. This was explained to Mr. ***** when he was emailing with one of our representatives on 9/1/23. Mr. ***** responded by saying that he wouldn't sign that contract and would be removing and disposing of our device. The representative advised she would be happy to schedule a removal appointment and advised that he would be responsible for the full cost of the device if he did not return it. Our phone records don't show Mr. ***** attempted to reach us by phone between 8/30/23 and 1/15/24 to resolve this. 

  The Guardian Resolution manager will reach out to you today to see how we can assist you.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been using Guardian for 1 1/2 years now and they are completely dishonest, unhelpful, and scam artists.To date, I have never had a single violation on my account, yet I've had to take this device in upwards of 20 times due to system failure and they will ALWAYS charge you for their errors. One of the biggest issues stems from Lifesaver buying Guardian and attempting to monitor both devices the same way, yet they have different operating systems. To get specific, the device malfunctioned last week and locked me out for no fault of my own. I called Guardian to get a reset code so that I can drive it to the shop. After the code was given, the girl on the phone tells me I owe them $55 for the reset. I tell her absolutely not since I did nothing wrong and she tells me I have to pay it or she will turn off the device. I hung up on her because 1) this is blatant lie. The Guardian device cannot be reset by customer service. If it could, you wouldn't need a reset code to manually input, 2) this is intimidation in attempt to collect money BECAUSE ... 3) once I took it into the shop, the technician was able to download the data and find that I was not at fault at all and therefore owed no money. Guardian attempts to get you to pay over the phone before you take it in so they can collect on funds that aren't owed to them. Certain food (McDonalds, spicy foods, energy drinks) will set off the device. On the phone they claim there is "no such thing as a false positive" yet they have a list of foods and drinks without alcohol that will trigger the device, that you then have to PAY FOR to get reset. Windshield wiper fluid during snowstorms can also come in through the vents and trip the device. It's all a scam and they do nothing to help you. They will not pay for a tow truck when the device fails and their customer service is atrocious so they don't have to answer for any errors. I'm out thousands dollars because of these people, and it's very hard to live a normal life.

  Business response

  01/03/2022

  We are sorry to hear that you are experiencing hardships with your interlock device. We want to be able to see how we can best assist you and get you back on the road with ease. Someone from our Guardian management team is looking into this and will be in contact with you to see how we can help you through this difficult time. 
  
  

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