ComplaintsforMonitech, LLC

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The level of customer service is very inadequate. The company continues to say that they are facing staffing issues and have implemented measures to improve the level of service. However the weight times continue to be excessive. The alleged option 8 to leave a call back number does not work. In fact one of the customer service ***resentatives stated the other day that the option 8 feature only is valid from 6am to 10am. The device continues to malfunction. It drains the battery of the vehicle. I attempted to call them to get it unlocked due to a service issue and could not get anyone on the phone. When I did get someone on the line several days later then I couldnt be assisted because the battery on the vehicle had been drained again and I couldnt schedule a call back because as the *** stated our volume is to high. The company fails to realize that people work and the lack of service is an inconvenience when no one can be reached at their facility. I attempted to reschedule my appointment for calibration because now it has been missed due to the inability to get adequate call center servicing and troubleshooting the device. I finally get someone on the phone again today and they say that I must go to service in 1 to 2 days however I am an attorney that service corporate and personal clients all over the country. My availability is not dictated in 1 to 2 days. For me the different service costs are minute. What is of importance is the ability to provide the best quality service to your customers. This is not the case here as evidenced by the complaints and ratings of this company. When I return from my business trip I will attempt to reschedule another service appointment. However I think the company as a whole needs to examine their level of service. The regulating and supervisory ********* needs to examine the company because how many people have been affected or stranded due to not being able to receive service or other legal options.

  Business response

  10/15/2024

  We greatly apologize for our wait times, it's truly staffing struggles that many, if not all, call centers are facing nationwide. We have escalated your concerns to the head client manager over Monitech. 

  Customer response

  10/16/2024

   
  Complaint: 22423390
  
  I am rejecting this response because:
  I would like to speak to the head client manager before resolving this complaint. 
  
  Sincerely,
  
  Joseph Starr, Esq

  Business response

  10/16/2024

  I have sent a request to the Monitech management team to give Mr. Starr a call.

  Customer response

  10/16/2024

   
  Complaint: 22423390
  
  I am rejecting this response because:

  Received a call from someone named David. (No last name) The call came in from an unknown number.  He left a message and stated that I could call back the 1-800 number to get back in contact with them.  The entire point of the complaint is the lack of customer service due to the LONG wait times from the companies 1-800 number. So how does a call back that gives you the same option to call the 1-800 number that is already inadequate to properly service their customers resolve the issue. More measures and systems needs to be put in place to address the lack of service for a product that the company provides. 

  
  Sincerely,
  
  Joseph Starr, Esq

  Business response

  10/17/2024

  We're sorry our manager was unable to reach Mr. Starr. Like other call centers, we can't decrease our wait times instantly, although we wish we could. We've reviewed the logs and don't see anything that would be causing our device to drain Mr. Starr's battery. It is a known fact and not something we try to hide that interlocks do have an extra strain on a vehicle's battery and have a constant draw. This is how interlocks must work to fulfill the NHTSA and state requirements. This means that battery maintenance, which is solely the client's responsibility, is even more important while having an interlock. Common knowledge about batteries says that a vehicle that sits without being driven causes a shorter battery life, as the alternator of a car recharges the battery and it can't do that until the engine is running. Letting the vehicle sit for several days or more on a regular basis or simply not driving often to keep the battery charged may actually be Mr. Starr's issue. If a client is not going to drive regularly or needs to leave the vehicle sitting for periods, we suggest investing in a battery maintainer or trickle charger. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Why is that no one can be reached at Monitech Interlock company. I have an 2025 error code and told I have 3 days to get to a service provider, by the way the only closest one apparently is open for appointments on Tuesdays. I have already once before had no choice but to pay the 45 dollars to get a code over rode once before. So I call Monitech put on hold for well over a few hours combined even leaving my call back number. By the way that is a waste of time. You will never get a call back. And just now I was told to leave a message. Such a waisted of time. So I read the complaints on here and see that it's almost the same complaints. I Love there response on here:"We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated.I do show that you were able to speak with a Monitech Customer Support Expert yesterday. " same old Monitech rresponse. I just paid 170 dollars for the 2 month rental fee 10/20/24. The device was recalibrated. And cleaned I guess. And now I have to deal with this and am at the mercy of the Monitech company who I feel are taking advantage of those of us who are required to have this device because we messed up. But it looks like they are just continuing to be allowed to do this to their customers. Really thinking about talking to my Lawyer tomorrow about what is happening here.

  Business response

  08/27/2024

  As stated previously, our wait times are long and we do apologize for that. We have implemented several automated systems where possible to cut down on our long phone wait times, but it's simply a staffing struggle call centers, especially interlock companies are facing. You'll see the same feedback for other interlock companies. It's not for a lack of caring, otherwise we wouldn't have dedicated staff handling these complaints. We do show that you were able to reach someone yesterday to help with your device code. The Resolutions Manager will also be reaching out by email so you can reach out to her in the future if unable to get through on the phone. 

  Customer response

  08/28/2024

   
  Complaint: 22199596
  
  That is correct that I was finally able to get in contact with someone. After being hung up on a couple of times, later in the evening. Also I did not get to talk to someone until well after sometime after 9 p.m.

    What I find even more interesting about the response given is there are so many companies that require the use of a call centers for some reason or the other. Just about all of them seem to be able to be consistent with answering or even calling back when the option is given to the customer. 

    And what about the fact that if I am needing help or by some chance I do happen to get stranded because of a faulty device or cannot operate my vehicle until I get that over ride code. I would be sitting somewhere or unable to get to work because I was not able to talk to anyone until after 9 p.m. and I understand all that is hypothetical. But this a huge problem and feels like nothing is being done to correct the issue.

    This is also not just coming from me but the customer that I talked to on the 20th at ********************, they had the very same complaints, and the said customer has had to use your device for a heck of a lot long than I have had mine for. I am stuck with it until June 2025.
  
  Sincerely,
  
  *****************

  Business response

  08/28/2024

  We are glad to hear that Mr. *** is able to get through to other call centers, but it is a well-known issue, especially with interlock companies, that call centers are struggling to keep up with call volume. We simply cannot resolve this instantly. It's been an ongoing struggle that we have and continue to implement changes to alleviate.

  Per our contract, clients are responsible for getting a ride or a tow if they are unable to use the device/vehicle and cannot or feel uncomfortable to stay at their current location.We truly are sorry for any inconvenience our client's experience and hope to have our phone wait time concerns resolved soon.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Dwi back in 2013, fast forward I got monitech in January of 2024 due to me getting my license back, since Ive had this device I have paid countless failed dues (*****) they are threatening to suspend my license I received a letter in May to either pay 450 for a hearing or get my license suspended. , the hearing isnt until October, I do not drink alcohol (I was 22 when the incident happened I am now 32 with 4 children) I barely eat because I drive so much and Ive been violated from eating when I can (burgers mostly on the go), my car recently went into the shop , its been there for 2 and a half weeks, they have not even been able to keep my car started due to the device for some reason, Im being told that monitech told *** its not there problem about the device(not sure how true that is) Ive spoke to monitech they have told me that they can send a tech out and they will be back in contact with me. Ive heard nothing from monitech And *** is giving me a very hard time even knowing whats wrong with my car. I have no car and no rental due to *** not being able to get a code. I was told that the shop rigged my car to get it to start for 5 minutes. I have had many mental break downs while having this device. And I know that I will have countless fees to pay when I do get my car back due to monitech. I have no idea what to do, it takes hours to speak with someone and when I finally do all I hear is money money money needing to be spent and I havent had the car in 2 weeks and monitech is literally ruining my life. I am currently seeking mental therapy due to this device and the anxiety I get just walking to my car. Trying to remember if I ate the wrong thing. Its ridiculous and something needs to be done. Last but not least the hearing I have is due to me getting off 6am in the morning spraying vapocool in my throat I work on trains 930pm to 6am and received a fail.

  Business response

  08/13/2024

  We appreciate the feedback and understand the concerns. All Ignition Interlock Device (***) settings are dictated by state regulations. Please note that the *** will register any trace of alcohol from any source containing it - this is how the device effectively ensures an impaired individual cannot start a vehicle, and how we can confidently state the Monitech ignition interlock is fulfilling its purpose. Needing a code to rest the lockout is a requirement of the state, not Monitech's, so this is an issue the client will need to take up with the state of NC and NHTSA. 

  Regarding the mechanic repairs, we received paperwork from the repair shop on 8/2 and have been in contact with them multiple times since then. There is an issue the repair shop is facing that we don't believe has to do with the interlock device. So, we are sending a Monitech technician to the vehicle today to temporarily remove the device to take the ******************** out of the equation so the repair shop can determine the issue and repair it. 

  Customer response

  08/14/2024

   
  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been a Monitech customer for two years now, and its been an absolute nightmare. *** spent hundreds of dollars resetting a faulty device that keeps malfunctioning repeatedly. It has even damaged several batteries, which Ive had to replace at additional cost. Despite complaining over the phone and in person, nothing has been done. Recently, they finally replaced my device with a new one, but Im still encountering error code 1034 within days. Ive followed all their instructions, including removing the device when not in use, but the problems persist. Ive tried calling multiple numbers listed online, but they all lead to the same mainline, and even their customer service email address is invalid. Im desperate to get my car working so I can get to work. Please, someone, help!

  Business response

  08/05/2024

  The only time we have charged Mr. Siu for codes is when they were due to violations like missing tests or getting fail readings. Device issues will  not cause these types of errors.All of the codes due to device errors were not charged. As indicated by Mr. Siu, these device error codes have happened with 2 separate devices, meaning there is some other common denominator here. We see the particular code Mr. Siu is getting when there are issue within the vehicle's charging system, such as a low battery, a dying or bad alternator, or even corroded battery terminals. We will be contacting ********** shortly to discuss this further.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business will not answer the phone after the Interlock device tells you to call the number. To start your vehicle is dependent on them answering and giving you a code to enter. Ive been on hold for over three hours the last two days, left two messages, and heard from no one. And their high call volume excuse is a joke, answer the phone !!!!

  Business response

  08/02/2024

  Our phone records show that Mr. **** spoke to us on July 25, July 30, then there were no incoming calls from his number until today, upon which we called him back. We apologize for our long wait times, but we don't show that **************** calls were ignored and were responded to in ~1 hour.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9 year's ago I had a DWI and just recently have started to work towards driving again. I of course had to have Monitech meter in my car (even though I only got 1 single 0.8 dwi.) This meter is NOT accurately programmed and has tried to lock me out of my car TWICE now, two months in a row because it tells me 2 weeks before my actual service date that it needs to be serviced and that I have 5 day's to get it done. I've had to spend HOURS on hold to reach someone because the "press 8 for a call back" feature DOES NOT WORK. After an hour of waiting it transfers me to a voicemail where it proceeds to hang up on me before I can leave a message. I have completely adhered to my program 100% and to all requirements but your device is STILL trying to lock me out every month! You should have access to someone who's a tech at ALL time's if you're going to sell these devices to people! I need a resolution to this ASAP!

  Business response

  07/29/2024

  We apologize for any issues experienced with the Monitech interlock device. The resolutions manager will be reaching out shortly.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for two months of service,I only used one month,and was informed by the representative on the phone on three occasions out of the eleven,that no early termination fee or removal fee would be charged to my account.In the past two conversations I was told that I would get a credit when I return in December 2024.I wish to get my $95 and move on to a different company,this has been going on since Wednesday June 26,2024 at 9:50 am.

  Business response

  07/05/2024

  To resolve this, we have decided to waive the Early Termination of Contract fee instead of refunding the 2nd month Ms. ******** paid for. The Early Termination Fee is $150 plus tax and the 2nd month was $95, so this benefits ******************** more in the end. The Monitech resolutions management will be in contact with ******************** shortly.

  Customer response

  07/05/2024

   
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. It sells a defective product and will not respond to calls

  Business response

  06/24/2024

  We understand our wait times are long due to staffing struggles and apologize for the lengthy hold times when reaching out to our ************************ Our records show that ****************** was able to speak to a representative on 6/22 and again on 6/23. 

  We apologize for the issues with the device, unfortunately all interlock devices are used and reused and refurbished as needed to keep the cost affordable and to keep a supply that meets the demand. A Monitech manager will be reaching out to see how we can assist at this time. 

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 20, 2024: My husband and I both been trying to get a hold of someone to help answer a few questions and have been transferred more than 5 times. I have left a message and have not received a response. On Monday April 22, 2024 my dear God never been so so angry in my life on the phone for three hours to get transferred and transfers then press option 8 four times to having customer service calling back and saying they are unable to help you due to being from a different state this happened four more times Is this some type of Joke???? It is 8:10 pm April 22, 2024 and had another return call to again put me on hold I lost hope and hung up. Time is valuable for some people. We are paying Customers this is not a free Service.

  Business response

  04/23/2024

  We appreciate your feedback and apologize for the lengthy hold times when reaching out to our ************************ As we are currently experiencing higher call volumes, your patience is appreciated. We show a Monitech Customer Support Expert contacted you earlier and left a voicemail. We will try to reach out again. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This interlock is terrible. I have had to replace my car battery 2x in less than 6 months as it drains the battery completely. This is not a small draw. I cannot even turn on a dome light. The tech said the wiring is good. But this thing is supposed to go to sleep. It ***** the charge out of the battery like nothing I have ever seen. Battery is completely dead in 4 days.

  Business response

  01/03/2024

  Vehicle battery problems are not usually related to the interlock device, although the timing of a battery problem can make it seem that way. All vehicles use some amount of battery when the car is shut off. For example, an onboard clock always shows the correct time because it is drawing battery current even when the vehicle is not in use. Aftermarket accessories add to the total battery load of the vehicle. An interlock is an aftermarket accessory and draws less than 5 milliamps of battery per hour. A battery more than 4 years old, a battery not used recently and/or used infrequently, in colder temperatures, or in situations when the vehicle's basic amp load is high may drain more quickly. If the alternator is not fully charging the battery when the vehicle is in use, battery problems can result.

  Someone from the Monitech leadership team will be reaching out to to see how we can best assist with this going forward. 

*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. ↩