Complaint Review: Intoxalock - Des Moines Iowa

I am required by DMV to have an ignition interlock device installed in my vehicle due to a DUI I received in January 2016. I was advised that the device needs to be installed and maintained consistently for a 5 month period. It took me a couple of years to save up all the money for all the various costs associated with the DUI and in July 2018 I started working towards completing the requirements to get a restricted license and then ultimately full reinstatement of my drivers license.

I haven’t had a car for a couple years now so I was waiting on a waiver from the DMV for this ignition interlock when a family member offered to allow me to use an extra vehicle they had if I got my license, even restricted, complied with any and all DMV requirements and make all payments and costs associated with the vehicle.

On July 27, 2018 I searched online for what the cost would be to have such a device installed in the vehicle. I found Intoxalock’s website and in order to proceed with the quote I had to supply an email address and phone number. I gave an email address I don’t use much and my Google Voice number so I wouldn’t get bothered with constant solicitation. Once I submitted the information it didn’t show me a price. Instead it said I would be receiving my quote. Within 15 minutes my phone rang and it was an Intoxalock representative.

I was quoted that the fees are as follows: $72.99 per month, a one time paperwork fee of $27.50 which would bring my total due up front of $100.49. I was told I would have to pay the shop that actually did the installation of the device and that would be payable to the shop at the time the service was performed. It would be $90 unless they had to go under the hood in which it would be $120 instead and I would find that out at the time so to be prepared either way.

I was told the only other fee would be when they perform a calibration once every 60 days that costs $15 and is payable directly to the shop at the time of the service. I agreed and was scheduled for Saturday August 4th, 2018 since that was the first available installation appointment the shop had. I was told that since the installation was going to be on the 4th of August, then my payments would be on the 4th of each month for the $72.99 for the remaining months.

I gave my debit card information and the vehicle information. Later that night I got a confirmation email from Intoxalock for my payment and for some reason I was charged $108.28. An extra $7.79? I chalked it up to taxes. In California we are used to being taxed for everything so I wasn’t too concerned. At my installation I paid the shop, thankfully it was the $90 price, and was given 4 copies of the work order, a small booklet that came with the device and a receipt.

That following Monday after the install, I took the receipt and work order provided to me from the shop to the DMV to get my restricted license. I got there an hour before the DMV opened to get in and out quicker and they have a rep walk through the line to make sure people have all the documents they need before they wait for hours and finally get to the counter. I was asked where my DL 924 form was showing I had the ignition interlock installed. I showed her my receipt and all 4 work orders. She told me that Intoxalock seems to never send people with the form. She told me it was a special form specific to the install and that I had to have it.

I called Intoxalock. I explained what I was told I needed and was transferred to someone else. I then explained to that person what I was told I needed and was put on hold. He returned to the line and said he had emailed the California office and he started to end the call. I said WAIT! Will they call me or mail it to me or what? He said "No, you can try and call them but you have to give them at least 24 hours to receive the message first”. I said is there anyone in particular that I should ask for? He had told me the name of my assigned account manager which I can’t remember off the top of my head at this moment.

I asked if she had an extension number or do I just call the same 800 number I called today? He told me the extension number and started to end the call again. This time I let him. The next day before I could call the rep to check the status of my DL 924, I got a call from the shop that installed my device. He told me my DL 924 had just arrived and I can come over anytime to pick it up. I picked it up that evening and went to DMV the following morning. I left this time with a restricted license.

A week later the shop that installed my device called again to tell me that they just received another DL 924 for me. I told him how I had called Intoxalock to inquire about the form and that he had happened to call me the following day and that I went and got my license already. He agreed it was a duplicate and that since I had been issued a restricted license that this form was unnecessary. Intoxalock had never called me. I’m not one that checks my email often but I got a notification on my phone on 8/30/2018 for an email from Intoxalock saying my payment of $107.99 has been scheduled. Wait why so much?

I was told it would be $72.99 only. I logged into my Intoxalock account and found out that they were also charging me $35 for a shipping fee. I also had an unsigned Lease in my account. That was when I saw all the fees that I was never told about. I searched my email inbox for all emails from Intoxalock and found out that they sent me the lease on August 6th, 2018 which was 2 days AFTER my installation. I am now at their mercy to keep my license.

I saw fees to have the device removed when that time comes that costs $$59.99 for what they call an "Administrative Closing Fee”, I saw a $200 early termination fee, $75 Lock-out Fee, $25 Initial Replacement Fee, $25 Data Log Fee, $40 Reset Calibration Fee, $30 Vehicle Switch Fee, Data Processing Fees, Labor per hour Fees, yet the shipping said $0 on this lease. But I am now being charged for it and to get the lease after the install is very deceiving and I believe illegal.

They have verbiage in the lease that even says, "You are in default if: You are in disagreement as to the services provided pursuant to the terms of this lease”. I am not especially savvy when it comes to contractual jargon but that sounds to me like if I don’t agree with them I am in default. I am considering whether to hurry up and change companies before they try and get all the money then terminate me at the end and report me in a negative way to DMV as I have read happened to others.

I still haven’t signed the lease and don’t feel comfortable doing so. Strangely though I get text messages from Intoxalock frequently trying to get me to get their device. I text back saying I already have it. They text back asking where did I have it installed. I tell them. They text back asking was it through Intoxalock or another company? I gave a detailed answer and asked What’s up with all the questions? They are very pushy and will keep harassing you if they ever get your contact information.