I would put 0 stars if it was an option. I have had decent conversations with Intoxalock in the past but today was beyond disappointing. When I called in I reached a representative named Nelson. He was polite and opened the call professionally. Unfortunately I have been unable to start my car the last couple of days due to having shortness of breath. When I called two days ago I was told to get a doctor’s confirmation of this and my breathing requirement could be adjusted. Mark, who I spoke to the other day, was kind and showed empathy due to how frustrating of a situation I was in. I paid for Ubers to get around the last couple of days and to get to Urgent Care today. I sent the paperwork to the appropriate email address and called today to ask if there was any way to expedite this due to the circumstances and how much money I’ve already shelled out on rides for not being able to start my own car being sick. Nelson not only showed 0 empathy or even acknowledged my sickness, but he told me he couldn’t help me and could not transfer me to a supervisor. I work in a call center and have been connected to a supervisor at Intoxalock in the past so I knew this was not the truth. He kept ignoring my ask to be transferred and eventually told me he would but dumped me right back into the main queue. The next representative I got was friendly, kind, showed empathy, and got me to a supervisor. Unfortunately the supervisor had the same attitude as Nelson and I was unable to have my issue resolved. My suggestion here overall? A little kindness goes a long way. Why are you working in customer service if you don’t know how to show empathy? Blows my mind!!