My vehicle has been disable for 2 days bc of their faulty device. When I called in, they informed me I had to actually be in the vehicle to get assistance. I left work early, went to the vehicle and called them back. I HELD FOR OVER 3 HOURS WAITING FOR SOMEONE TO PICK UP THE 24/7 CUSTOMER SERVICE LINE. By that time, after sitting in the vehicle for 2 hours in 100 degree weather, I had gone home - leaving the vehicle sitting where it had been disabled. I was then informed they could not help me bc once again I was not with my vehicle. The girl that answered the phone this time stayed on the line with me while I drove back to my vehicle so we could trouble shoot the problem with the device. The first thing she told me to do was submit a sample which I could not do bc the device was not working. She said you are going to need a new device. Ya think?? She put me on hold while she looked in a 50 mile radius to see if she could find someone to come to me to replace it. By this time it is 8:15pm and everyone is closed. She proceeds to tell me that now I have to call back the next morning to arrange for a tow and to set up an appt somewhere to have the device replaced. Needless to say, I was less than happy that I may have to hold another 3 hours in the morning. So, I call at 8:15am the next morning. Lo and behold the phone is answered quickly this time. She pulls my account up and I explain what happened. She tells me that the girl I spoke to last night did not enter notes in their computer to reflect everything that happened. All she entered into the system was that I called in and would need to return to me vehicle for troubleshooting. She left out the part that she held the line while I drove back to me vehicle and that we already did this. The lady this morning put me on hold while she supposedly spoke to management about this. Mgmt advised that I need to start over and go thru the troubleshooting again. I asked to speak to mgmt. The girl transferred me and the message said that the office was not open yet, so I had to leave a message, which I did 4 hours ago and have not heard from anyone yet. I have also sent numerous emails over the last 2 months via the Intoxalock app regarding not only this issue but a few other things that needed addressed. I have never gotten a reply. Also my payment has gone from $48 every 2 weeks to $65 every 2 weeks. This is totally unacceptable customer service! But the sad truth is, I am at their mercy unless I want to change providers. Im not sure if other companies are any better or worse. It gripes my behind that I have a vehicle that is not drivable bc of their faulty equipment and I cant get a return call, return email or a new device without jumping through hoops. The young lady that did not document their system properly should be reprimanded at least and fired if this is not her first offense. This has caused so much stress and I had to leave work early yesterday and will need to leave early today as well. This is the worst customer service I think I have ever experienced. Go somewhere else if you have to have an interlock device!!!! I dont know if another company will be any better or not, but they cant be any worse!!