installation technician

customer service representative

receiving associate

senior electrical engineer

assistant controller

Intoxalock

Careful Careful Careful! Working at this company in my last 10 years of professional experience has been nothing short of the worst experience I have ever had…

This companies culture is absolutely putrid! I worked at this company for 2 years and ended up being harassed by middle and upper management. The harassment here is extremely complex and the current employees at the company just aren’t able to break down the numbers far enough to understand that they are being taken advantage of, due to the lack of transparency and they don’t realize they are not being paid on any commission. 

This company advertised the original role as a 100% commission based role and having worked data analytics for 5 years and after having to keep individual records of each of my sales and using conditional formatting I was able to figure out that they were sending off my warm leads to other favorite sales representatives. This is a list of the types of problems in my experience you can expect on a day to day at Intoxalock for any prospective employees:

1.) This entire companies culture and values is completely fake. They really try to drive it home that they have corporate values but I urge anyone applying to this company to reconsider. 

2.) Upper management and Middle management have had a very long relationship which is very close knit which is usually fine however, when the culture of the company is built off of keeping Data away from its sales reps such as how many orders you place and how much revenue you are due to make each pay period, they do a very good job at keeping most things under wraps.  
Each manager echoes down Upper managements response to your questions regarding pay, but in fact each report this company sends out is ultimately fake or padded just depending on who they decide to pay more to each pay period. If they dislike you your sales numbers will show because they will simply make up wrong information and send it to you because the files are typed write into email like the 90s. 

3.) After recognizing their discrepancies and voicing them they retaliated against me in the form of sending me 4 times the amount of leads and callers as every other representative on the team, no matter how many times I asked for an even distribution to these calls. 

I even continued to work and delivered being the top installations and started accounts on the team. My issue happened when I realized that my pay stayed the same and there was no increase in pay. No matter what happened Intoxalock doesn’t let your pay get higher than whatever pay they feel like locking you in to and after my repeated voicing of my concerns regarding illegitimate data and inconsistent pay they continued to lower my pay more and more and more. My pay after working 80 hours a week got as low as $1000 when I had never said anything my pay was at $4000 on average monthly and it should’ve been higher given the “commission structure” presented to me. Working receiving a call on average every 9 minutes for 40 hours a week non stop can begin to frustrate an employee especially when at that same company prior to voicing any concerns they were receiving 4 calls every 60 minutes and making almost $5000 a month. After speaking to other employees I realized that they usually reel new hires in in that manner and switch up the compensation on them each time no matter what. This is a practice this company engages in. 

(I was receiving 4 times the amount of leads as each representative for 4 months and being paid $1000 every two weeks, while other representatives were working half the amount of time and being paid double and triple this amount). 


4.) Being a professional I documented all communication for 4 months and pay and records of sales and produced a case for HR which was met with minimal assistance. I was moved to another department and it resulted in the same form of mistreatment at a larger scale. The managers colluded together and began to independently write me harassing messages. On every shift I worked they had an assigned manager watch my phone line and constantly switch my status of my phone to available immediately after each call, not allowing even the normal allowed time in between calls to notate an account. 

6.) The call queue is controlled manually and there are certain channels in which they get leads from that have higher probability to close, these specific leads are given to you evenly distributed in between their calls from the other channel which is basically representatives asking for pricing. The channel that callers call in from requesting pricing is basically a very low probability sales line and they are aware of this, and then they have the other line which is almost 97% close rate. 

Usually these are distributed fairly evenly so that the representative doesn’t know that they are just “taking orders”, but after I mentioned the discrepancy in data and lack of transparency as well as uneven distribution in pay and leads to me, I recognized a new way they would start to harass me. 

They began only sending me 100% new callers from the queue of callers that only wanted pricing. Naturally my sales numbers decline and they decided to write me disciplinary action after systematically hurting my sales numbers on their own accord! Put in perspective, I am basically opening all new callers and having to explain everything while they are most likely not going to close because they just are calling for pricing in the new queue they decided to put me in 100%. Previously, I was getting a 60%/40% distribution of these leads like other representatives. The result is my sales numbers naturally go down especially when I get 4 times the amount of those leads as other representatives and now because I am the “work mule” taking all the new callers naturally the other representatives get higher numbers. 

To drive the point forward further not only am I taking all these calls its not like these equate to commission nor sales, the subsequent calls are then sent over to OTHER Representatives! 

This company lives day to day under the guise of plausible deniability. 

I would move to seek legal action but after speaking to a lawyer I realize that this country has no protection for individuals anymore when it comes to being an employee. Any company with enough money can systematically mistreat an employee. 

The worse part is if I can’t prove any of this mistreatment is motivated racially or by any of my beliefs or orientations I am unable to call this type of treatment “harassment” however, it is tormenting and this company is fully aware of its misleading practices. The upper management on the phone side are each from Iowa and from the same backgrounds for the most part and that is red flag because idealistically there is no diversity.


I urge every person that can understand and comprehend that I am no slouch and I am guided by ethics and hard work and this company is not about being fair to anyone, don’t work here… 


Very stressful and management is non supportive.  Your supervisor NEVER takes escalated calls nor will call the customer back when asked. 

I'd be leery about their claim to make up to $25 hour. With the new metric structure in place, which changes from week to week; good luck making that extra per hour rate.  When I was there management was not transparent about how the metric scale worked and forget about knowing what the goals are!  It is based on the overall team.  Some weeks your transfer rate can be 10% the other week it could be 20%.  You are not provided a set goal so you never know until the scores are posted whether or not you were making or exceeding the goals.  Plus, I constantly found errors in my numbers.  

Holiday Pay!  Yes that is what you get but don't expect to get the day off.  You STILL have to work a 5 day workweek and if you get the holiday off you have to work one of your days off.  PTO is good, if they approve the time off. I was in the platinum club which was suppose to give me extra perks ... HA!  .. joke.  

The sales team is deceitful.  They actually LIE to the customers as well as purposely omitting things for example - "you will only have to pay your first payment of $41.00 and you will be good."  What they DO NOT tell them is that their payments are on a biweekly schedule not a monthly schedule. So customers are led to believe the monthly rental is (for example) $41 per month not $82  plus all these applicable taxes and fees.   The majority of the customers feel like they are put over a barrel because they have already invested between $150 and $300 to install the device and will be charged the same to remove it.  In addition,  if they remove it without their home States permission - Intoxalock will report to their Home State that they are out of compliance which could result in the loss of their license, additional penalties and losing the time they already had it on their vehicle.     

Sales people are NOT required to have signed contracts prior to the installation of the system and leave all the "education" to the customer service team. You can never transfer them over if the customer has a question, (even if they ask to speak with them) you have to handle the situation and most times receive the verbal abuse.  For the Sales Team it's obvious that it is all about the mighty bottom line and their commissions - they do not have an ounce of care for the customer.  Why should they?  They never have to talk to them again after feeding them a pack of lies so they can set up their installation appointment.  Then the customer gets passed off to the customer service team.

I have spoken to customers that had the system for nearly 4-6 months only to find out that their time did not count because they didn't have their driver's license and the sales person said the time would count - knowing that it didn't. In addition, NONE of the customers sign or even SEE a contract until they cannot get a work order for a recalibration or question a charge on their credit card.  That's a debacle because the customer service person has to inform them to a contract needs to be signed prior to providing the work order.  Usually the customer has been on hold for at least 30 minutes to an hour (I worked when hold times were upwards to 3 hours) and then we have to walk them through how to esign on the app while they are standing at a service center trying to get the recalibration.  

I've talked to customers that had the device installed in their vehicle and even though the sales person/compliance officer received word that 
 their home State DID NOT require them to have it  or they have not been approved to have it; the sales person just ignored it and booked the install appointment.  Mind you, to install these devices can cost a customer upwards of $300 and then the remove it another $300.  When the customer complained sometimes they would get a month refund on their monthly fee to Intoxalock but never any of the other costs.

Intoxalock likes to "money grab".  They charge $75 for a lock out for battery drains even though it is their device that drains the battery!  The  customers are NEVER told about this so many are faced with a dead battery which results in customer's being stranded and/or buying a new battery PLUS paying the $75 lockout fee to Intoxalock. Some long time customers have bought 2-3 batteries in a 3 year period!

I am so happy that I no longer work for this company.  I was with them for nearly 2 years and hated going to work everyday.  What a horrible feeling. I am perplexed how they "won" for being one of the best companies to work for.  If I was included in that vote, it certainly would not get a high mark from me. 
 

Overall
My experience working at Intoxalock was pretty up and down. Working in customer service we basically had to serve as a clean up crew for the sales team who lie to the customers to make their sales. I now have talked to several people who worked in the sales department and they told me that they are told to feed the customers lies to make their sales goals. They tell people it will cost $x amount of dollars and then they get the customers banking information to auto pay monthly. Of course the customers doesn’t know that. They also don’t know of the service center install fees. Once the sale is made and the device is installed, the sales person has nothing to do with the account and washes their hands of whatever lies they fed their customers and everything goes to the CSR department to handle. 

Management is never available for any form of guidance on important issues and you’re basically just an annoyance to them. They don’t want to help you at all. They also play favorites. I once had a customer who was deaf and had hired a speaker on their behalf since they obviously couldn’t speak on the line themselves. They could not hear the device installed in their car and the sales person LIED to them saying they didn’t necessarily need to hear it and they never gave them tips on how they could properly use it so they continuously kept getting‘lockouts’ and lockout fees. I needed management involved and they refused to help me work with the customer to make it right and also said they had to speak directly to the customer not a person on their behalf. The guy is deaf! Are you kidding me?! 

There are so many more issues with this company. You basically have seconds between calls and not enough time to follow up on past calls you’re supposed to follow up on or even emails. Once you’re logged in and on the clock, you have to be on the phone. The compliance department is full of smug office favorites that treat everyone like garbage for asking questions or for any sort of help or support and the Quality assurance team is probably the only team that actually cares at all. They definitely want people to succeed and are about the only good part of the company. They offer good feedback and bad feedback. Sometimes it sucked to be called out for not being successful in a difficult conversation with a customer but for the most part the QA team was just being honest and critiquing to make your future interactions better. I definitely appreciate what they did. They helped me succeed better than management. 

I do have to say that realistically timing the calls is really difficult. Some customers have so many things they need help with. Some of them are just messed up and want someone to blab on and on to. They will keep you on the line forever. It hurts your scores but I did achieve a very high First call resolution and that was my goal. If I could do everything for them in one call, I did it and I humored them and even took the verbal abuse and deescalated lots of calls. 

This job is stressful be warned...

The Reality of Working Here (Cons)

My experience in this position was overwhelmingly negative due to several critical issues related to culture, management, and stability.

1. Unstable and Unreliable Compensation (Constant Change)
The single largest source of frustration was the constantly shifting compensation plan. It felt like the comp plan was reviewed and changed almost monthly, making it impossible to forecast earnings or rely on a stable income structure. This instability signals a lack of clarity and respect for the sales team's efforts and undermines trust in the leadership.

2. Toxic Sales Environment (Internal Theft)
The internal competition was destructive, not productive. There was a pervasive issue where colleagues—specifically other agents—were actively stealing sales from one another. This cutthroat, zero-sum environment was tolerated by leadership, which made the position deeply demoralizing. When you can't trust your colleagues or rely on management to protect your earned commissions, the role is simply unworkable.

3. Unrealistic Management Expectations
Management fosters an expectation of a 6- to 7-day work week just to keep up. This completely disregards basic work-life balance and sets an unsustainable precedent for burnout. The pressure applied is disproportionate to the support provided and the unstable nature of the compensation.

4. Complete Lack of Supervisory Support
There was virtually no meaningful support or mentorship provided by my supervisor. When faced with the sales theft issues or struggling with the unstable environment, supervisors were unavailable, unhelpful, or unwilling to intervene. This lack of leadership made feeling isolated and unsupported a daily occurrence.

A Note on the Positive (Pros)

Exceptional Training: The initial training program was amazing and comprehensive, providing a strong foundation for the role and the product.

Recruiter Engagement: The recruiter maintained high professionalism and kept me engaged throughout the hiring process, offering a positive initial experience.

Worst company.  Management has favorites, so they are the ones that get the promotions, better hours and better pay.  If you're not in their little cliques, forget it!  Want you to fully serve customer, but doing it in less than four minutes.  No support from anyone from lower to upper management when a call that I thought I had under control made a turn for the worse with the more info I gave the customer.  He got upset with me and escalated quickly in a very bad way.  He started yelling, swearing and then -----crude language and comments.  I felt my PTSD symptoms start to rise--hadn't had a problem in 28 years with it.  kept getting worse so I disconnected the call (which day one in training we were told NEVER to do or you'd get fired), as that was the only way to get the "noise" out of my ear.  I couldn't take any more.  NO ONE ever supported me there the way I needed to be.  I ended up getting medications for anxiety and back on ulcer medication.  I felt like a helpless child--no confidence, scared to pick up another call, scared to go out to my car at night, scared to be in the building alone (which happened frequently due to scheduling problems).  I was scared of drive-bys due to all the threats we got especially when the company started making our physical address known by printing it on the customers' statements.  I was a mess and starting missing work frequently because of my condition.  Ended up getting fired for excessive absences 2 months after I reached the max points for absences.  My health (diabetes, back pain--I need surgery), arthritis and mental health have all improved immensely since I was fired.  I feel alive again.

A typical day at Intoxalock can be interesting at times!  We are constantly learning new things as we handle calls from all over the US.  One thing I can say I have learned is patience and everyone makes a mistake in life.  Sometimes it can be a little difficult when it comes to troubleshooting but in the end when you get the issue resolved and the customer is able to start their vehicle, they are grateful and will express it.  It is one of the enjoyable parts of the job.  I love the customers and considering the circumstances as to why they are a customer, most are very friendly, own up to their mistake and overall respectful.  I have never enjoyed a Customer Service position as I have with Intoxalock.  You have so much support from team members on up the ladder.  Management is phenomenal and very understanding.  They are right there to help you! I couldn't ask for better management, that is why I love my job so much.  The company creates different contests that you can win prizes such as gift card.  The company does an awesome job at letting their employees know they matter as well as your opinions.  They are constantly offering incentives that you benefit from.  You have the ability to promote, work from home as well as opportunities to change to a different department.  For me, the hardest part of the job is having to tell a customer they will need to tow their vehicle and explaining why they need to tow it but again in the end you usually hear "thank you for all your effort in helping me" and that to me is important.

In my job at Intoxalock I worked out of the corporate office and interacted with nearly every department. The people are mostly good, the pay adequate and sometimes above average, and the dress code is relaxed; but much of this comes at a cost. There are some managers who will play favorites. There is a big growth and sales mentality here (all sales reps are commission only after 90 days) which affects much of what goes on elsewhere in the company. Sometimes the needs of the Sales team pre-empted the needs of other departments which I was tasked to take care of and as such created a backlog of work for me. My team also faced a chronic labor shortage which management failed to address after being told of it on multiple occasions.

The culture here is very service oriented which is a good thing. They also go out of their way to make this known to the rest of the company through weekly emails. This can backfire should someone above you perceive the kudos you get as a threat to them and then retaliate in a very petty way. Not everybody is like this, but there are those who are and they most certainly want yes people around them who won’t challenge the status quo in the slightest. 

If you want a lower level position involving lots of phone work, then this may be a wonderful place for you. If your job area lies in the corporate realm (Accounting, IT, Marketing, etc), then this may not be the place for you.

I came from a very corporate structure at a large national retailer in distribution and sales/logistics. Work weeks were 60 hours plus and travel was mandatory at least half the week but heavily recommended 6 to 7 days out of the week. At the end we were required to work 7 days a week "temporarily". Because of this and other things I took a look at other opportunities and found Intoxalock was hiring. The interview process was exceptionally run and I had a chance to panel interview with not only peers but upper management as they are all in the same building and remain very close to every level of their business. Once receiving the position I can honestly say they not only care about the success of the company and the personal and professional success of their employees but also fair compensation and work life balance. The company is growing leaps and bounds every year. On top of that helping people get their driving privileges back is satisfying work to do. You always leave the office feeling like you have made a difference that day. If you are looking for work with a company that conducts itself with honesty and integrity and gives you a feeling of purpose while treating you with the utmost respect then you should definitely apply. Can't say enough good things about this company.

In office, it's a typical call center environment. The desks are set up in rows, and each customer service rep takes phone calls for the majority of the day. I am one of the reps that is working from home on a company provided computer system. I've learned a lot about dealing with both happy and unhappy customers, how to handle a day where there are more customers calling in than there are reps on the phone, how to work with the company's program to pull up customer accounts, as well as how to work with a phone system that is run through a computer.

The management is nice, and they're around to answer questions most of the time, though sometimes it is difficult to get a response from them on busier days.

Because I work from hoe, I don't see my co-workers often, but when I do go in to the office to work, they are all relatively friendly.

The hardest part of this job is sitting taking calls hour after hour. I would prefer to be doing something more with my time than just taking calls.

The most enjoyable part of the job is my ability to work from home. My hours are set and they worked around my life schedule to set them, and working from home helps me save money and allows me to be able to get things done around the house during my scheduled breaks.

1.) They say you can make 60k or more but most people make under $20 per hour after training.
2.) They stack everything against you to ensure you dont get paid $25 per install even though that's all they talk about in your interview.
3.) You take a bunch of calls everyday that the person called the wrong number or they flat out don't need the device and that counts against your conversion which has to be above 84% to make any money.
4.) The have 3 favorite sales reps that constantly get second time callers (which are freebies) to make sure they make good money so they can lie on there the job board sites.
5.) They will tell you they promote from within but have only hired managent from outside the company.
6.) I've been in sales my entire career and understand there is always turnover but Intoxalock is unreal. They constantly have sales classes of 10ppl and no one stays past there 3 month $20 an hour guarantee because they figure out they have been lied to about the money they can make.
7.) Managemnt has done nothing but lie and make false promises the entire 2 years I worked there.
8.) It should be meant for people just starting sales or are ok with making 30-40k a year
9.) PLEASE DO YOURSELF A FAVOR AND DONT FALL FOR THEIR LIES

Top Job Titles	Average Salary
Installation technician 21 salaries reported	$21.32 per hour
Customer service representative 2 salaries reported	$24.50 per hour
Receiving associate 15 salaries reported	$16.44 per hour
Senior electrical engineer 6 salaries reported	$118,317 per year
Assistant controller 1 salary reported	$131,200 per year

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