Complaints

This profile includes complaints for Smart Start Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smart Start Canada

  192 - 2301 Premier Way Sherwood Park, AB T8H 2K8

• 

  Smart Start Canada

  17518 105 Ave Edmonton, AB T5N 2P5

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday morning, I called smart start because my box keeps turning on and off and in order for me to start the car I have to wiggle /twist the cord in a specific way and hold without moving until the green light shows up and Indicates that I can blow. This can take up to 10 min and is so frustrating. I was told that it was mostly a cable problem and they could fix it free of charge. So Monday morning I call again hoping to book an appointment so I can go get that fixed but it was a Holliday and the shop wasn’t open. While I was on the phone with the customer service I told her my problem once again and asked if there’s any alternative and she LITERALLY said that if it turns off while driving to just play with it and hope for the best… LIKE ARE YOU OUT OF YOUR MIND… I’m on a highway going 110 mph and you want me to shift my focus on the road and have both of my hand on the box twisting it until it turns on again…?? Because that’s the only way I can get it to turn on again by having both hands on the devices and the cord… I was in shock when I was told that fast forward I called again this morning, and requested a call back … 2 hours later I get a call I pick up but then I hung up by mistake.. I was sure I’d get a call back right away especially if the office know the dilemma I am in but to my surprise no call. I phoned them maybe 10 minutes after and requested another call back from them which they did . So now I’m finally with a costumer service on the phone and she’s asking me how can she help.. so to my curiosity I ask her aren’t you supposed to know that already especially after I spoke to 2 other workers that’s when she told me that she had to ask because there was nothing in my file mentioning the issue I was dealing with..” like can you believe this…” absurd. So I had to tell my issues for the 3 time agai I had to repeat myself and luckily the shop that got appointed to was available and now I’m getting ready to go there and hope for the best that my car even makes it.

• Initial Complaint

  Date:30/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31, 2022, an ignition interlock device was stolen from a locked vehicle that does not belong to me, but I have the authorization to use it. I have signed a contract with Smart Start Canada to lease an ignition interlock for my vehicle. An initial police report was filed immediately following the incident; however, the information was inaccurate, and a new police report was filed on December 19, 2022. When I reached out to Smart Start, I was told that I would have to pay $728 to replace the device; however, as per line 6 of the contract signed with Smart Start, a monthly insurance fee is paid to cover the cost of the device if stolen. This information was forwarded to someone named ****** ******** (***********************************) in the finance department of Smart Start on December 19, 2022, and they have yet to reply. I am also charged $110 per month for every month that the ignition interlock device is still in the vehicle. I have attached a copy of the police report that reflects the accurate information and a copy of the installation agreement with Smart Start.

• Initial Complaint

  Date:29/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December, 29th, 2022 @1 pm. Smart start booked my in for an install of a blow box. I drove 4 hours on bad roads and organized a babysitter and ride there. When I got there they told me they cancelled the appointment because the ministry of transportation is closed. But they knew it would be closed today so why would they book it anyway.. They never got ahold of me to tell me that my appointment is cancelled or anything. It ruined all my holiday plans, also now I have to drive back and organize another babysitter and ride. They've also denied me multiple refunds. I wanted refunds because my battery died in my truck twice about both times I was charged a 50$ fee for a violation. But I never violated anything, my battery just died in my truck and they refuse to give me any refund at all or even a discount. When I got a blow box removed they charged me for an entire month and it won't count against my time needed with a blow box. So I paid for a service I didn't use or get credit for, which is unacceptable. This isn't a good way to run a business. They also have zero competition, no other company does what they do in Canada, so they just treat customers however they want because the customers have no other options available. If you don't deal with smart start you can't drive, I believe this is a monopoly and that is against our rights.

• Initial Complaint

  Date:19/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Online they proudly and boastfully say “Canadas #1 choice!” - Ha like we have a choice. 2. They are next to impossible to get someone on the phone. 3. The system that we are forced to use and even when jumping through all the hoops following the “rules and regulations “ is faulty. Has cost me a job left me stranded on the side of the rode in -30*c weather causing frostbite to toes and fingers ps yes I had proper winter clothes oh and a reliable vehicle!!!! Oh and due to their faulty programming!!!! 4. Last night literally almost ***** killed me while driving horrendous blizzard road conditions through the Rocky Mountains going of while I had to VERY CAREFULLY ATTENION TO THE ROAD BECAUSE ONE SLIP AND IM ****** dead flying of a cliff!!! Sorry but it’s 2022 and there is technically out there on our phones that can tell road and weather conditions! 5. Rude employees 6. Not having the proper information online ie they don’t start calibrations until 2pm or that they do not expect cash and it’s debit only. 7. Not installing the idle option and charging you for it. As well as not instructing you on how to ingage or use the option. 8. Giving the WRONG ******** manual for the device that you had installed. AND FINALLY 9.THIS IS ONLY MONTH ******* ONE!! Yay thank God I get 11 more lovely months of dealing with QUOTE CANADAS #1 interlock provider!

  Business Response

  Date: 03/01/2023

  Smart Start has contacted this client and explained the situation in further detail. The client was very understanding once the details were provided.

• Initial Complaint

  Date:06/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year my partner had a smart start interlock placed in her truck. The time period for her interlock is August 2022 - August 2023. Initially the interlock gave her no issues. Starting in November and continuing into December her truck has been almost unusable due to her interlock device. According to multiple people on the Smart Start emergency help line and the techs at ******* *********** in Brandon, MB the interlock has been having "bug issues," issues with the idle setting, and issues with condensation building up inside the device between the first and second blow. It has now been almost a dozen cases where my partner is unable to produce a blow due to the response to the device saying "mouth closer" then creating a 2 minute and 30 second wait time before she can blow again. No matter what she tries this will continue several times leaving her stranded wherever this happens. On a couple occasions this has left her stranded with the vehicle off in freezing weather. Tonight, December 5th, 2022 my partner was stranded for almost an hour trying to restart her truck on the side of the road. Well over 20 times she would get a "mouth closer" no matter what she would try. Tonight in Brandon is -23 degrees out and she was forced to stay in the truck with no heat attempting to blow and contact the Start Start emergency help line. She was on hold with Smart Start for 43 minutes by the time she got through. After getting through the lady on the line told her to stay with the truck and keep trying to produce a blow. My partner tried to explain to her that she was freezing and could no longer stay in the truck, but the lady on the line was of no assistance. A similar situation has occurred almost a dozen times, this only being one example. She has contacted everyone she can and has had the unit swapped once at Extreme with no success. She is in need of a reliable vehicle especially in the winter months. Can we please hear back from someone ASAP? Thanks

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This product is awful. It doesn’t sense my mouth close enough half the time. Say please retry numerous times or mouth closer. It starts my vehicle honking with 7 minutes left to blow because it keeps saying mouth closer. Only to have to stop in traffic or on the highway to get it to stop then blow and it’s clears me in seconds only after I’ve stopped. If I’m out working in the cold and get into my truck it take me 5 minutes to warm my lips up enough to get it to sense my blow. This is a garbage product I don’t mind having to use such a device. But if you are going to make something that is a money grab as we all know This product is then at least make it work properly. How can you force ppl to use something that does not even work in a cold climate when you live in canada. The customer service is worse than the product. This thing makes me waste at least an hour everyday just getting my truck to start

• Initial Complaint

  Date:24/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Demand Letter Dated September 19, 2022 Defendents ****** ******* **** *** ********* ********** *********** *** *** * ***** ***** ****** *** ******** ******* *** ******** ***** ******* *** *** ******** ***** ***** *** ****** ** ** ***** ******** *** *** **** ********* ******* , ********* ** ****** ******* *** **** ******* ******** *** ** Smart Stat Reason : Refusal of a one-time calibration for 3 months and related fees On May 26, 2022, I contacted Smart Stat Quebec to obtain a special authorization for an exceptional and punctual calibration to make a trip with my vehicle for 3 months in the United States. I spoke to two front line agents who very courteously and took care of my request. After consultation with their superior, they informed me that it would take an authorization from the **** and, again according to their superior, it would be unlikely that I would obtain this authorization from the **** because on May 13, 2022, Smart Start sent a directive to return to a standard calibration of 2 months, as before. I thereafter initiated discussions with the ****, which were long, but I finally got 2 authorizations from the SSAQ given by the following people: - ****** *******, ********* ******* - ****** ********, ********* ******* Both of them wrote in my file that I could exceptionally be calibrated for 3 months. I therefore informed Smart Start of this authorization, but they requested a written letter from the ****. I spoke to two different advisors of the **** who confirmed that they could not send me a letter, but that they are willing toconfirm their authorization by email or by phone to Smart Start. This was done by Ms. ****** ******* of the **** during the month of August. As my calibration appointment was approaching (September 14), I called at the beginning of September to get calibrated for 3 months. The agent who answered me informed me that the coordinator of the program with the ****, **** ****** ***

  Business Response

  Date: 05/10/2022

  Smart Start has contacted this client and explained the situation in further detail

• Initial Complaint

  Date:07/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been at 3 of my last 4 appointments this last month and been turned away for internet issues. When I call the company they tell me it isnt there issue and they are unwilling to do anything about it. I drive an hour and a half for appointments and take time off work to attend them. The amount of money they try to extort out of you for their faulty product is absolutely insane. Their product doesnt work properly and is useless in cold weather environments. They are horrible to try and contact on the phone or speaking to a manager is almost impossible.

• Initial Complaint

  Date:19/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1st 2022 I went for my first calibration appointment. The employee asked if I would like to pay for just the one month, or three and come back in three months. I opted to pay for the 3 months. While I was processing the transaction it seemed a bit high, I asked the employee what the monthly fee was, and he replied about $124.00/month. It was higher than what I had heard, but paid anyways. I drove away and stopped to get gas. I saw my receipt sent via email and saw they had charged me for Smart Idle, which I never consented to, signed up for, or even agreed or wanted. I phoned Smart Start and was told to submit a request for a refund online. So I did. Today (July 19th) I got an email saying they denied my refund, and the charges were valid. This is complete fraud. They completely added on a feature to my account without my knowledge or consent. Absolutely absurd. I just phoned and left a request for a call back. I doubt anyone will offer to help me, but going to try. What a fraudulant and money grab company. Sickening.

  Business Response

  Date: 20/07/2022

                  Smart Start has spoken to the client and reviewed the client’s statements. Smart Start has provided a solution that the client is satisfied with. 

• Initial Complaint

  Date:05/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a monthly Calibration Appointment. There were more locations. There are only 2 now. The Head office, has 1 corporate account that is poorly run, and especially in a poor area of town, where me as a senior 71! could not find it. It was not even on my GPS, because there was major construction going on there. Furthermore, no one at head office was allowed to phone them, nor me, so I drove around from 1 until 3:30pm. Making me late for my appointment. There only was a garage door, no office nothing. The bill was written. He told me I could have been charged for a late appointment, but since he wasnt busy, he did the Calibration and my bill was paid, even him giving me a break of $4.00. Then over night, and I was not told, nor sent a copy they are trying to CHARGE ME A $54.00 fee for MISSED APPOINTMENT. My bill clearly shows I was there. They REFUSE TO GIVE OUT THEIR PHONE NUMBER, EVEN HEAD OFFICE DID NOT KNOW WHERE IT WAS.. I went to Archibald Tires, less than a km away. They did not know either. I have tried to resolve this with *********, she is accounts payable and helpful but she could do nothing. There were notes on the file, indicating that at 2pm on I was phoning in emotionally.. CRYING needing help. They could not help me. I have another location but they could not do it until, I paid the $54.00. Luckily ********* said I could pay it later. But, that is not right. I have the bill. Yes, I was late because they don't give a map nor a phone number. But it is clear on the bill I was there and paid the Calibration. I want the MISSED APPOINTMENT CHARGE CANCELLED IMMEDIATELY. THEIR INVOICE CLEARLY STATES PAYMENTDUE BEFORE SERVICE. THEY CANT CHARGE ME LATER. AND THAT IS WHAT THEY ARE TRYING TO DO.

  Business Response

  Date: 05/07/2022

  Smart Start has contacted this client and explained the situation in further detail. The client was very understanding once the details were provided.