Intoxalock Ignition Interlock

Zach Kibbey

Horrible process from the start. Ready? Here goes. TLDR: Horrible experience, bad knowledge of local regulations, terrible customer service. Try another brand. First, if you call Intoxalock and ask for a supervisor, they will drop your call every time. No matter how polite you are. I *had* a 2021 Mach E Mustang. I waited weeks for them to find someone who would install it in that car. They guaranteed me they would. A week before my license expired they told me nobody will install it on my car. It's too new. They don't want to break it. They advised me to trade my car for an ICE. I traded my car. Called back to schedule install. My car came with temp plates. Intoxalock said WA state will not allow them to install on a car with temp plates. I reminded them that I traded my car for a gasoline car at their advice and now they're saying that because I had temp plates (standard) I cannot have it installed and my license would expire before my perm plates arrived. They offered no remediation. Time goes by, and I think, why should I take their word for it? So I call the WA DOL and they confirmed: WA state has no such requirement for perm plates. Temps do the exact same thing. I called them back. They could not get me scheduled before my license expired, so it did. At my appointment at CarToys, they said they see me in the system, but I wasn't added to the schedule so they could not install it. They rescheduled for 2 days later. At this time, my license is expired so making the appointment required me to coordinate with a friend to drive it in. On the rescheduled date the car was done within 24 hours. I am anxious to get my license back. Called DOL to ask about the process on their side, they said intoxalock was required to send the info within 48 hours of install. Called intoxalock, they said they would send it Friday, two days longer than state req. They did not care and would not send it sooner. A week and a half later, Intoxalock should have sent it and the state should have processed it. No dice. Called and had them send it again and verified at suggestion of DOL that my name, license number and DOB were accurate. Wait another 10 bus. days. Nothing. Called DOL, confirmed nothing on file and called Intoxalock. This time, had them email the form to the state while I was on the phone. Wait another 10 bus. days. Nothing. At this point, I'd looked over the forms that Intoxalock was sending a couple times. I know the VIN was correct because it pulled the right model. Something caught my eye. My temp plates start with "A". When Intoxalock took my plate # I used the phonetic alphabet. They spelled out "ALPHA" instead of just the letter "A". They did that with only that one letter. Not with the other one. For this , WA state had been discarding my papers. I just got off the phone with them. I had to argue with them to get them to correct my plate # and to resend it to the state. They wanted me to wait 72 hours for them to send it. I've paid them over $600 so far and they have delivered nothing to me besides install. I've been w/o a license for over a month. They've offered nothing in recompense. I've had to submit a second application and a second $100 app fee to the state because we've exceeded the 30 day application period. It's still not resolved as of today. When you first contact them, you're assigned to a sales rep, who's friendly and seemingly helpful. Until you find they don't know what they're talking about. Once your phone number is in their system and they have an installation scheduled, you can't contact that person anymore. When you call, it identifies your number and routes you to a new IVR system where you don't have the option to input an extension. When you go through the IVR and finally get to talk to someone, they tell you they cannot transfer you to a sales person. This customer service team is extremely unhelpful. Between the state and intoxalock, I have spent 15-20 hours on the phone on hold and (on rare occasion) talking to people trying to get this sorted out. As of now, it's still not sorted.

Gary Shaffer

Finished installation hours ahead of schedule

shannon lochrie

I dropped off my car at noon and they said it would be ready between 6-7pm!! I finally called at 7:25 and was told they were just finishing to come up and pick up car. I asked if someone else could drive car home and how that worked and was told they only install and didn’t know the answer.