Complaints

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

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  Smart Start

  500 E Dallas Rd Ste 100 Grapevine, TX 76051-7658

  
• 

  Smart Start

  120 E Borden St Cookeville, TN 38501-5211

• 

  Smart Start

  2415 Highway 41a Byp Ste A Clarksville, TN 37043-3936

• 

  Smart Start West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  4290 Cameron St Ste 5 Las Vegas, NV 89103-3768

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:06/13/2025

  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.

  Over the span of a year and a half till this date today 06.12.2025 I have been double charged and paying for $1000 worth of something they call lock out codes I have called several times to people who have acknowledged the issue but do not care enough to assist. Ive been told a handful of time that an incident report has been escalated to their internal teams and that refund will be in its way and my collection amount will be cleared due to this error. Its now been months and I still have not recover my refund, and duplicate ******** are still listed on my account which has caused me to allow my car to be sitting in lockout for days until its resolved because they assume that I am an idiot and money grows on trees. I refuse to keep paying them for payments that I have already made, and would like to speak to some in charge so that this doesnt continue to happen. I am owed $1000+ dollars as said by their employees please replay our calls if you need to and I am without a car and am at risk of losing my job until its resolved. Im ubering and lyfting places because they refuse to service my vehicle until I pay charges that have already left my account. Why would I pay for something twice. Everyone has been unprofessional and rude as if they could care less about their error. I dont understand how a company operating like this is legal. Their website and app do not have any account information for me to share other than payments that have already been made. Its as if they dont want you to know your balance so you continue to blindly double pay them. Truly sick.

  

  Business Response

  Date: 06/13/2025

  Hello, if you wish to contest a lockout charge or unlock code fee you will need to complete an incident report with a detailed description of the date and circumstances of your claim. We are not able to review your entire account dated back to January 4, 2024. The incident report is located at ****************************************************************

  The notes in your account show that on June 12, 2025 (yesterday) you were notified via email that we have no record of any incident reports - "Unfortunately we were unable to locate an Incident Report submitted by you, if you would please re-submit a new Incident Report, and we will see what we can do to assist you in this matter."

  Once you submit the incident report, we will research the claim and respond within 7 business days.

• Initial Complaint

  Date:06/11/2025

  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.

  I received a violation due to a faulty device initially installed in my device on May 21st. I've been told multiple times that SmartStart only judges their refunds based on logs, but how is that fair when the technician physically working on my vehicle told me that the reason of the violation was due to a faulty head unit in my initial device which I had to pay for to be replaced. I find it absurd that I received a violation from false positives due to a faulty device that I now cannot get refunded for. At every attempt to speak to a support representative, I am redirected and transferred between departments as it seems as if no one understands what they're ******** NOT DEAL WITH THIS COMPANY IF YOU WANT TO AVOID A HEADACHE AND PREVENT THE **** OF ANY UNNECCESSARY FEES.

  

  Business Response

  Date: 06/13/2025

  Hello, the violation lockout charge that was assessed on 5-27-2025 was due to multiple positive alcohol tests. These results are not the result of a malfunctioning device as the data log shows the device was functioning properly in accordance with the state program rules and regulations. It is important to note that the fail threshold for an ignition interlock device is very low, well below the legal limit for a DUI. This threshold is established by the state authorities, not Smart Start. The incident report that you filed also informed you: After checking the device calibration readouts and log file data, it was determined that your unit was functioning properly at the time of these events. 

  Your account shows another violation lockout on June 7, 2025. The data logs again show multiple positive alcohol tests, and the data shows the device was functioning properly.

  Regarding the information you were provided by a Technician, they are not trained in the analysis of data logs. The Technicians are instructed to swap units if/when a customer requests a swap.
  

• Initial Complaint

  Date:06/09/2025

  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 just filed a complaint against this company last week when they locked me out of my car after o my driving for 2 weeks. My car was down for 5 days. I missed work and had to pay $150 just to resolve the issues. Smart start stated to you all that I missed a blow test after I had turned the car off and exited at home. Today only one week later they are locking me out of my car after charging me $95 dollars for a mo they service fee. Smart start took $95 out of my account yesterday June 5, and now I will have to pay another $150 just to resolve an issue I took care of less than 10 days ago. This is the worst interlock system in the market and they are truly stealing money from customers. ********************** also sent me an email that said they were going to credit my account $106. You all helped resolve the first issues but now I am being harassed again and not able to drive for the second weekend in a row.

  

  Business Response

  Date: 06/11/2025

  Hello, the account shows that all lockout code fees and violation lockout fees have been reversed. The account shows a current balance due of $85.38 which is the *** system lease. Please contact our credit and collections department at ************ if you need an explanation of all charges and payments.

• Initial Complaint

  Date:06/06/2025

  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.

  I was required by the ** state court system to have an ignition interlock system placed in my car. I feel this business is predatory. They did not clearly outline all additional required DOL fees, setup costs and extremely misleading business practices. They are taking advantage of those who could be negatively impacted if for some reason they are unable to pay these hidden fees. I repeatedly attempted to contact this business to ensure my payments were being made and even set everything up on autopay. Yet a month and a half later they told me that I'd missed a payment the previous month, for the same two weeks I pay now, and somehow the price was double. They locked me out, which could severely impact my relationship with the courts and impact my future hearings.

  

  Business Response

  Date: 06/06/2025

  Hello, the ignition interlock program is governed by the State of Washington, the state established the program rules and regulations including the assessment of state mandated fees that must be collected by the interlock vendor on the states behalf. The customer signed a "Contract for the Provision of Services with Device" with **********************, the contract was signed on 4/14/2025. Pages 3 and 4 of the contract provide pricing details including all fees, as well as a footnote on page 4 that states: **Company will charge and collect any fees mandated by the applicable state, government authority, or ******************** that may be in addition to the other fees, charges, and taxes described in this Contract. Company will also remit to the applicable state, government authority, or ******************** the required portion of all such mandated fees that Company charges and collects from Client, and retain the portion Company is not required to remit pursuant to the applicable laws and regulations.

  The account shows that all fees are normal and customary, and are in accordance with the contract.

  Customer Answer

  Date: 06/09/2025

  Complaint: 23433438
  
  I am rejecting this response because:

  This does not detail why my lease for the beging two weeks was $122 when I was clearly quoted in the lease for this to only be $62 and some change. I called multiple times and spoke with a representative through chat who never made me aware I had a balance owed. Then when I called I was threatened with being locked out for lack of payment. I never received any notices of back payments due. This behavior is misleading and predatory when I'm inba situation where my compliance with court requirement is important to my ability to have this device removed eventually. The representative I spoke with at the time of setting this up rushed me through reading the contract and was well aware what state I resided in and made NO mention of any additional fees to be aware of for my state which is extremely poor customer service on the part of the business. Again, to include the fact that i'd reached out to your customer service department multiple times with no response and then had to resort to texting an agent who told me my auto payments were setup and the necessary fees would be paid. 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 06/11/2025

  Your IID lease payment shows you paid $122.08 which was for the first 4 weeks of service, thereafter you have been charged $61.04 every two weeks. As previously stated, the state has other mandatory fees that are assessed by the state and collected by Smart Start on their behalf.

  Per our prior response, the ignition interlock program is governed by the State of Washington, the state established the program rules and regulations including the assessment of state mandated fees that must be collected by the interlock vendor on the states behalf. You signed a "Contract for the Provision of Services with Device" with **********************, the contract was signed on 4/14/2025. Pages 3 and 4 of the contract provide pricing details including all fees, as well as a footnote on page 4 that states: **Company will charge and collect any fees mandated by the applicable state, government authority, or ******************** that may be in addition to the other fees, charges, and taxes described in this **************** will also remit to the applicable state, government authority, or ******************** the required portion of all such mandated fees that Company charges and collects from Client, and retain the portion Company is not required to remit pursuant to the applicable laws and regulations.

  The account shows that all fees are normal and customary and are in accordance with the contract.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Smart Start supplies breathalyzer installation in a vehicle for court mandated purposes. In April of 2025 their device malfunctioned. Error message "exchange cartridge ". I was due for a calibration, which i do every month. When I took it to the sub contractor, I showed him the error message and this is what he said, "I don't have the cartridges to exchange, I've never seen this before. It'll be fine, but if you have any issues call me and we will go from there". I continued with my normal life. There was a date on the exchange. I went to work on a Friday night around 4 in the evening. When I tried to start my vehicle after work, the breathalyzer did not work. Error message "session expired".I called and I was told Monday is the earliest anything could be done. I went to my vehicle Monday afternoon, called customer support and was forced to pay $63 for a lockout code that didn't reset the device. I had my vehicle towed to the sub contactor autoshop where he was able to reset the device. A week later I was charged $33-34 servicing fee for the device reset. I called their customer service department and was met with rude and threatening representatives saying if I didn't pay the fee, it would disrupt my service. They locked my account out until I did pay. I filed a complaint/reimbursement claim with the company which I was supposed to get a resolution to within seven business days. Got a acknowledgement email to the complaint but never a reply/resolution.I did nothing to cause any of this turmoil and yet I lost/had to pay almost $100. I pay $119 a month to have the device. That's one month payment, almost.All of this due to their device malfunctioning.

  

  Business Response

  Date: 06/06/2025

  Hello, your account has been reviewed and it does appear that you are due a reimbursement for several fees. These include an unlock code fee of $68.28; Calibration fee of $27.06; and a missed appointment fee of $59.61. You are also requesting reimbursement for a tow, however we will need a receipt / proof of payment for this. Please contact ************************************ and attach a receipt so that we can resolve this claim.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although, I did not request reimbursement for the tow. I was just informing everyone of the chain of events that transpired. I have roadside assistance through my insurance company and it was covered by that. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/30/2025

  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.

  5/28/25 Submitted payment of ****** to bring account up to current. Confirmation email received.5/29/25 received text message saying that account was past due. 5/30/25 received another text message saying account was past due. 5/30/25 called *********** # to speak to representative. Representative put me on hold for several minutes. I explained I made a payment and have a confirmation email. She (*****) stated I still owed ****** for June, well it isnt June yet. Theyre billing in advance and then saying you are past due. Its criminal. They should be made to pay restitution. Id like to get a lawyer involved. Im sure theyve been doing the same to many others. My account is more than current. I have bank statements showing the multiple double payments while using their device/services. They need to be held accountable.

  

  Business Response

  Date: 06/03/2025

  Hello, your account shows a current balance of zero and is paid through June 28, 2025. If you have any billing questions, please contact our credit and collections department at ************.

• Initial Complaint

  Date:05/30/2025

  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.

  This company is a complete scam. I called in on 5/28/25 twice, to confirm that I was able to have the device removed from my vehicle. I took a screen shot that shows what my next payment was supposed to be. I made my previous payment on 5/16/25. A regular every 2 week payment of 58$. Now today 5/30/25 the day Im supposed to have the device removed - they put a lock on my account and stated my previous payment was for a missed appointment in April. And that I had to pay $113 to unlock my account and be able to get the device removed. I never missed an appointment, you cant miss an appointment with this company or else they lock you out and charge you for that as well. Also now they are stating the $113 payment that I had to make in order to get the device removed is for May 13th to June 13th, and that they do not pro rate, so I have to pay for something Im no longer going to be having. I also have to pay a fee to have it removed. The main thing here is I have a screenshot from 5/28 that shows my next payment due was for 57$ on 6/13/25. No mention of a missed appointment until now that I am having the device removed.

  

  Business Response

  Date: 06/03/2025

  Hello, your complaint has been forwarded to our credit and collections department for further investigation. Regarding the missed appointment fee, your account shows you had a scheduled appointment for 4-18-2025 but did not come in for service until 4-24-2025, therefore this fee is valid. You can contact our credit department directly at ************ for detailed account information.

  Customer Answer

  Date: 06/04/2025

  Complaint: 23397990
  
  I am rejecting this response because: is the policy of your company not that you have a window of time to complete the required visit or else you will be locked out and then assessed a fee? There have been previous months where I did not go on the exact date, but did go within the required timeframe to avoid being locked out and having to pay the fee, and have never received a missed appointment fee. So why now did I get assessed a missed appointment fee even though I went within the require timeframe? Also, when I called in to make my bi weekly payment on May 16th, I was never notified or informed that it was for a missed appointment, it was only discussed that I was making my regular scheduled payment.

  Regards,
  
  **** ******

  

  Business Response

  Date: 06/06/2025

  Smart Start implemented a missed appointment fee in April, 2025. We notified our customers via email prior to the implementation of this new fee, and signs were posted at our service centers informing customers of the change.  

  Customer Answer

  Date: 06/09/2025

  Complaint: 23397990
  
  I am rejecting this response because I was never made aware of this and it was not posted at the service center. The only pricing change I was made aware of was an increase to the device rental fee.

  
  Regards,
  
  **** ******

  

  Business Response

  Date: 06/11/2025

  Hello, your complaint has been forwarded to our credit and collections department for further investigation. Regarding the missed appointment fee, your account shows you had a scheduled appointment for 4-18-2025 but did not come in for service until 4-24-2025, therefore this fee is valid. You can contact our credit department directly at ************ for detailed account information.

  Smart Start attempted to contact our customers via email notification of the change in fees. Unfortunately, we are not able to confirm if an email was received (incorrect address) or if it was routed into our customers spam/junk folder. It should also be noted that the "next appointment" date is printed on service tickets, and is shown on the customer portal / app.

  Customer Answer

  Date: 06/11/2025

  Complaint: 23397990
  
  I dont think you are understanding. I NEVER had a SCHEDULED appointment with my service center to miss! Every month I was required to get it calibrated. It says the date that the calibration is supposed to be done and then you have a window of time to get the calibration done, or else you will be locked out and have to pay a fee for that. I was never locked out in April. I went and got it calibrated within the time frame. You charged me for a missed appointment, there never was an appointment made to be missed!

  
  Regards,
  
  **** ******

  

  Business Response

  Date: 06/13/2025

  Hello, per our initial response, your account shows you had a scheduled appointment for 4-18-2025 but did not come in for service until 4-24-2025, therefore this fee is valid. All Smart Start customers are scheduled for appointments every time the device is serviced, a service cannot be completed otherwise. The scheduled appointment date is printed on the service ticket, it can be viewed on the client portal, and it can be displayed on the ignition interlock device. 

• Initial Complaint

  Date:05/30/2025

  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.

  They are stating that I owe money from February 2024 in the amount of *****. I had this system in my car from January 24th through the end of April of this year. My card was set up on auto payments, I got emails stating with confirmation of payments. I will attach the payments in February. Also at the end of April when I was closing out my account my balance was at zero. Now they are have turned me over to collections 4 weeks later stating that I owe this balance. I already filed a incident report and they claimed to not have gotten it. Also on my client portal they have deleted the history of my payments, thankfully I have them all saved in my email. I am just looking for this balance to be zero as it was at the end of April as I have paid them for their service and they are not owed anything more. Also the customer service representative for balances with the company was extremely aggressive and did not want to help out with the situation.

  

  Business Response

  Date: 05/30/2025

  Hello, the transaction history shows that the first lease payment of $52.73 dated 1-24-2025, was not paid. This caused the account to consistently be past due by that amount which is why the account still shows a past due balance of $52.73. Please contact our credit and collections department at ************ if you want an itemized account statement and/or to make a payment.

  Customer Answer

  Date: 06/02/2025

  Complaint: 23393013
  
  I am rejecting this response because: I paid ***** on January 24th, 2025,  this was what was automatically deducted from my account.  Also, ********************** did not increase the payments of $53.60 until middle of February. That is when they sent out an email stating that their fees would be increasing.  Also, I would check my account each month on their website to make sure I had a zero balance.  It was also at a zero balance at the end of April when I closed out of my account on the website and had to manually process the final closing fee of $70.  
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 06/03/2025

  Hello, as previously stated, the transaction history shows that the first lease payment of $52.73 dated 1-24-2025, was not paid. This caused the account to consistently be past due by that amount which is why the account still shows a past due balance of $52.73.

  Please contact our credit and collections department at ************ if you want an itemized account statement and/or to make a payment.

• Initial Complaint

  Date:05/29/2025

  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.

  Hello , I Recently had a lockout violation for Smart Start interlock system on 05/29 and was told I had to pay $63 for an unlock code, which I paid. Upon arrival to service garage which was mandatory after unlock code ,I was charged $80 plus an additional $26.50 for labor . Prior to the lockout violation i had a balance of $0 and now even after I paid what they had me pay , I have a balance of $127.30 and I have no clue why . Besides my monthly agreement with them , I had no other balance and then one came out of nowhere even after I paid . I keep calling smart start and all they do is say they will transfer me to another department but its always an answering machine and nho way to speak to a live agent . I called back multiple times, probably about 10+ times now and even explained to them what was happening and they assured me I was wrong and never had an answer for my question . I have reached out to them multiple times and no answers to any of my transaction questions. Ive done my part with trying to get in touch with them so many times . Im very frustrated with having a balance and not being able to get anywhere with these people , please help .

  

  Business Response

  Date: 05/30/2025

  Hello, your account shows that you filed an incident report regarding this situation. The response to the incident was sent to you on May 22, 2025, and on May 26, 2025. The response states that the violation lockout was due to a skipped test. The response also provided the following information: The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction. Any individual who may use your system must also be aware of the rules set forth as you are still ultimately responsible for what happens with the system. 

  The charges were itemized on your service ticket that you attached to this complaint. The *** Violation Lockout is due to the skipped test, the unlock code is to allow you to temporarily operate your vehicle rather than incur the cost of having it towed to a service center. The unlock code was necessitated due to you not bringing the vehicle to a service center within the allowed 5-day time frame. The account shows the violation occurred on May 7, 2025, but the vehicle was not serviced until May 19, 2025. 

  Customer Answer

  Date: 05/30/2025

  Complaint: 23393790
  
  I am rejecting this response because:
  
  Regards,
  
  **** ********

  that still does not explain the $112.00 charge for IID lease when I had no prior balance before this violation . I had already paid everything I needed to and the only upcoming payment was my upcoming scheduled monthly with them which I pay $59 every two weeks so why am I even being charged $112.  Also regarding to the incident where the device said I missed a rolling test and did not  take it to get it serviced , the car was only driven from the installation garage to my house and then I left for the weekend and when I came back it said violation lockout. The person who installed it saw us take the test and be on our way and went straight home and I personally made sure key fob was out and everything went dark with the device . We never got a missed test the short 10 minute drive home . I care more about the $112 im being charged for lease when I already paid start up fee and first payment .

  

  Business Response

  Date: 06/03/2025

  Hello, per our prior response: your account shows that you filed an incident report regarding this situation. The response to the incident was sent to you on May 22, 2025, and on May 26, 2025. The response states that the violation lockout was due to a skipped test. The response also provided the following information: The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction. Any individual who may use your system must also be aware of the rules set forth as you are still ultimately responsible for what happens with the system. 

  
  The charges were itemized on your service ticket that you attached to this complaint. The *** Violation Lockout is due to the skipped test, the unlock code is to allow you to temporarily operate your vehicle rather than incur the cost of having it towed to a service center. The unlock code was necessitated due to you not bringing the vehicle to a service center within the allowed 5-day time frame. The account shows the violation occurred on May 7, 2025, but the vehicle was not serviced until May 19, 2025.

  If you need a detailed itemization of your account, please contact our credit and collections department at ************

  Customer Answer

  Date: 06/04/2025

  Complaint: 23393790
  
  I am rejecting this response because:
  
  Regards,
  
  **** ********

  Like your previous response , you did not answer the question . Did you even take a look at the documents I uploaded ?I know why I was charged for the unlock code and then the additional $80 to smart start and $26 to the service garage . What you still have failed to clarify is why I was charged $112 for IID Lease . I have a plan set up so it take money from my account every two weeks so I never even pay the full amount so the $112 charge for lease makes no sense when I already had paid my part. You have failed to even mention this charge and only focus on the two charges Im already aware of why I was charged . I am requesting a refund for the $112.

  Customer Answer

  Date: 06/09/2025

  Complaint: 23393790
  
  I am rejecting this response because:

  
  I filed multiple complaints on smart start because I believe im being charged double . I have attached copies of documents to support my argument .  I had smart start installed early may and since then I have paid 3 monthly payments when its only June. The first, 05/08 I paid $118.72 , then I got charged again another $118.72 on 05/19 and I paid it 06/03 . Today I just took my car to the service appointment and when I get done I see that im being charged another $118.72 for lease . Again I have only had this service for little over a month so how can I be getting charged three times the lease already ?? I also have my payments so its $59 every two weeks so I dont know why they even charge me a full amount . Besides these charges mentioned , I also have an automatic payment coming up later this month for $59 on 06/30 . So im being charged my monthly lease and also 3 times $118. Ive tried contacting their credit department and its all answering machines no live agents , you cannot get in touch with anyone . When you do finally get to someone they dont have an answer and just want to transfer you . Please help 

  
  Regards,
  
  **** ********

  

  Business Response

  Date: 06/11/2025

  Hello, your complaint was in regard to a lockout fee which we responded to. Regarding the *** Lease fee, your account does show that you were charged lease fees on 5-7-2025, 5-19-2025, and 6-6-2025. As a result, your account shows the paid lockout date as 7-30-2025 which accounts for the months of May, June, and July. Due to the lockout charge and the unlock code fee your account shows a past due balance of $118.72. Please contact our credit and collections department at ************ if you need additional information on charges and payments, and to bring your account current.

  Customer Answer

  Date: 06/12/2025

  Complaint: 23393790
  
  I am rejecting this response because:
  
  Regards,
  
  **** ********
  As I stated numerous amount of times, The credit & collections department does not have any live agents to talk to . When you call , it goes to an answering machine and will not give any options to speak to a live agent . Ive called and have gotten transferred and its the same thing , an answering machine with no way to speak to a real person . I have stated this in numerous reports and its incredible to me that you would still provide the number and tell me to call when the biggest issue is that you cant get a hold of anyone . I have phone records and proof I called many times and got transferred over to a machine and not once did I ever get to speak with anyone in credit &collections department. I would like Smart start to call me personally and talk about my credit and why Im being charged my lease 3 times within 1 month and fix it . Once again the phone number provided is an insult to me because Its the same number as before where you cannot get in touch with anybody only an answering machine. Someone from the BBB please call that number and try talking to a live agent , You wont be able to .

  

  Business Response

  Date: 06/13/2025

  Hello, please review our prior responses (listed below) to your complaint if you are still needing clarification. As previously stated,you can contact our credit and collections department at ************. This is a direct number. Please be sure to call during normal business hours.

  May 30 response: Hello, your account shows that you filed an incident report regarding this situation. The response to the incident was sent to you on May 22, 2025, and on May 26, 2025. The response states that the violation lockout was due to a skipped test. The response also provided the following information: The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction. Any individual who may use your system must also be aware of the rules set forth as you are still ultimately responsible for what happens with the system. 
  The charges were itemized on your service ticket that you attached to this complaint. The *** Violation Lockout is due to the skipped test, the unlock code is to allow you to temporarily operate your vehicle rather than incur the cost of having it towed to a service center. The unlock code was necessitated due to you not bringing the vehicle to a service center within the allowed 5-day time frame. The account shows the violation occurred on May 7, 2025, but the vehicle was not serviced until May 19, 2025. 

  June 3 response: Hello, per our prior response: your account shows that you filed an incident report regarding this situation. The response to the incident was sent to you on May 22, 2025, and on May 26, 2025. The response states that the violation lockout was due to a skipped test. The response also provided the following information: The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction. Any individual who may use your system must also be aware of the rules set forth as you are still ultimately responsible for what happens with the system. 
  The charges were itemized on your service ticket that you attached to this complaint. The *** Violation Lockout is due to the skipped test, the unlock code is to allow you to temporarily operate your vehicle rather than incur the cost of having it towed to a service center. The unlock code was necessitated due to you not bringing the vehicle to a service center within the allowed 5-day time frame. The account shows the violation occurred on May 7, 2025, but the vehicle was not serviced until May 19, 2025. If you need a detailed itemization of your account, please contact our credit and collections department at ************
  

  June 11 response: Hello, your complaint was in regard to a lockout fee which we responded to. Regarding the *** Lease fee, your account does show that you were charged lease fees on 5-7-2025, 5-19-2025, and 6-6-2025. As a result, your account shows the paid lockout date as 7-30-2025 which accounts for the months of May, June, and July. Due to the lockout charge and the unlock code fee your account shows a past due balance of $118.72.Please contact our credit and collections department at ************ if you need additional information on charges and payments, and to bring your account current.

• Initial Complaint

  Date:05/28/2025

  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.

  I have a smart start interlock system due to a DUI in October of 2024. My device was installed May 6 and 2 weeks and 4 days after install my car was locked out for a violation that smart start would not tell me. I went without a vehicle for 5 days, missed 3 hours of work, had to pay $63.00 to remove lockout code, my battery died while waiting for the code to start my car, paid $25.00 for the system to be fixed only to find out that are going to lock me about again in a week for reasons unknown. Because of this issues I am spending money I do not have, missing work for both my husband and myself and Im continuing to pay for a vehicle and insurance, along with the $90 dollars a month for o run the interlock system. No one at smart start will help me with these issues and now I am asking for a full refund, plus the cost of a new battery for my car. Now, not only do I have to worry if my car will start due to unexplained lock outs, but I also have to worry about getting my my 3 children where they need to be and worry about being able to get my husband to work. This experience has costed way more than the court system said and smart start is scamming drivers out of money, so they can drive to and from work. How are you supposed to pay all these fees if smart start can shut your car off anytime they want? I would like an apology from smart start and a full refund for any and all expenses I have already paid and will have in the future.

  

  Business Response

  Date: 05/30/2025

  Hello, the data logs show that you were charged two lockout fees of $53.00 each on the same day as the installation. These will be credited to your Smart Start account as these appear to have been caused at the time of installation. You were charged another lockout fee on 5-28-2025. The notes in your account show that you submitted an incident report and that a response was sent to you on May 30, 2025, stating in part: "After review of your account, the vehicle initiated a retest request window, and the vehicle was turned off with no passing test sample provided prior to the test window expiring, resulting in a skipped retest request. The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction."

  Regarding your request for reimbursement for a battery, a note in your account dated May 28, 2025, from the Technician states: I had previously advised the client that the *** requires the car battery to have more than 12 volts to function properly before providing the code. However, the client insisted her battery was new, despite the voltage reading showing 11.10V. Since the car won't start, I recommended trying to jump-start or charge the battery. 

  Based on the account review, a total credit of $106.00 will be credited to your Smart Start account.