Complaint Review: Intoxalock - Des Moines Iowa

I am filing a complaint against Intoxalock because they sent me a defective device that was giving false positive alcohol readings. For example, I was with my mom running errands. I was able to start the car because I passed the breathalyzer test with no alcohol reading. Then within five minutes I had to do a rolling retest; I failed the breathalyzer test just after five minutes of getting a passing reading. Now between that time I did not drink or eat anything. I had to do a retest within three minutes after I failed. I passed that breathalyzer test. So within eight minutes I went from passing the test to failing the test to passing the test. This happened multiple times. 

After I had several and I mean several false positives, I ended up having to pay Intoxalock three separate lock-out fees worth about $81 each. I incurred these charges because there were so many false positives. I have been told by the customer service agents at Intoxalock that their device is not alcohol specific. In other words, some fumes could come into your car causing false positives and after that happens several times, they make it so your car goes into a lock-out state; once in that state you have to pay the company $81 so you can continue to start your car. This is a huge rip off! The story gets worse. 

Once I had to pay three different charges for being in a lock-out state, I told the company that this device is defective. The person with whom I spoke said she will order a new device for me but if the device is not defective I would be charged a $25 early return fee. She also said she could not give me credit for those three charges until they determine if the device was defective or not defective. It had been seven weeks since I sent it back to them and I have never been charged the $25 fee. I called and double checked to see if I had the $25 fee and I was told no. I then asked for credit and was told no. I then asked for a supervisor. When end the supervisor Carissa got on the phone and told me she would not give me any credit so I hung up because i was not going to get anywhere with her because she was unprofessional and rude. 

I called back the next day and asked if I had the $25 fee on my account for the early return and I was again told no. I then asked for the three credits of about $81. I was told I needed to speak to a supervisor so the phone call was passed to Alison. I then asked Alison for credit because there was no fee on my account for returning the device early. I said that would mean that they found something wrong because I was to be charged if they found it not to be defective. I explained this to Alison. She then told me the device comes in through the warehouse and that they may not have checked it after seven weeks. I thought that seemed odd and told her so. I reiterated to her that the device was defective and I wanted the three credits I was told I would get if the device was found to be defective. Alison told me their device is never defective and that it is correct 100% of the time and she repeated that over and over. So I asked her to tell me what studies show it to be accurate 100% of the time and to never be defective. She just kept saying that it was always accurate. I told her that I wanted to speak to her boss. She told me her boss was on vacation but she told me she could send me to a voicemail. I finally said ok because I am not getting anywhere with you. It has been two days and I have yet to hear back from anyone. Hence I am writing this report. I have also filed a BBB report and will file a report with the Attorney General. After that I will file a claim in small claims court because I do not like to be ripped off.