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

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  Smart Start Ignition Interlock

  114 Stockton St Charleston, WV 25387-2521

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:02/11/2025

  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.

  Frankly this is also a civil liberties lawsuit. I'm being forced to use an alcohol detection device without ever having an alcohol related charge. However, since I am forced to use this device, they should be legally required to accommodate people with disabilities. They are charging me for a "violation" for missing a "rolling" test. I have profound hearing loss, which means I basically need to read lips and hear less than 20% of all sound. Which means l can't hear the beep. They installed a camera for whatever reason, there's no reason why they can't include a flash to notify those that cannot hear the beep. When I tried to explain this to the **** he said it's not his problem. Furthermore, when trying to obtain a lockout code, Smart Start's policy is within the definition of extortion, being that they refused to provide an unlock code until I paid them. There is zero reason for this to HAVE to be done that way. I have to take the vehicle in for mandatory calibration every month where they charge obscene amounts of money to do a questionable service. Why can't they just have it added on then? Due to this policy, I'm now having to find a new job. I didn't have the money to pay the extortion and when I told the *** that this was in fact extortion, he hung up on me.

  

  Business Response

  Date: 02/14/2025

  Hello, the ignition interlock system provides both a visual and audible alert when a test is required. If a test is missed / skipped, the device logs this data and will enter violation lockout mode in accordance with the rules and regulations established by the State of Utah. When a lockout occurs, the vehicle must be brought into a service center within a designated time frame, in this case the time allowed was 72 hours as required by the State. Since the device was not brought in within the 72 hours customers must either pay for a lockout code which allows the vehicle to be started, or they must have the vehicle towed to a service center. Due to the extra service a violation lockout fee is assessed, this is in addition to the lockout code. The data log shows that the device was functioning properly and there is no indication in the data log, or the notes, showing difficulty in using the system properly. As previously stated, the device provides both visual and audible prompts. The request for the violation lockout fee and the unlock code fee to be reimbursed is denied.

• Initial Complaint

  Date:02/11/2025

  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.

  On my last visit to the service center I was charged for a lockout fee of $55 and was not in a lockout. I still had time left on my countdown and have never had any violations. I have also been charged an extra month which I had to pay in order to get my calibration completed a few months ago. I was set up on auto pay and they would take the auto pay and try to charge me again when I went to the shop for calibration. I have tried to reach out to them and can't get through on the phone nor have they answered my chat.

  

  Business Response

  Date: 02/14/2025

  Hello, the $55.00 fee was a "missed appointment fee." The account shows that during the service conducted on January 3, 2025, the next appointment date was scheduled for February 3, 2025. This appointment was missed and the records show you came in two days later on February 5, 2025. The account does not show an overpayment and the account is currently paid through March 26, 2025.

  Customer Answer

  Date: 02/17/2025

  Complaint: 22926386
  
  I am rejecting this response because: I still had time left and have always been in countdown for every calibration and was never charged before. The account is current because I had to pay the extra month in order to get a calibration. I was charged an extra month. **************** with this company is non-existent. I have sat on hold for hours. Tried to chat and was told I would receive an email and that never happened. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/19/2025

  Hello, as previously stated, the $55.00 fee was a "missed appointment fee." The account shows that during the service conducted on January 3, 2025, the next appointment date was scheduled for February 3, 2025. This appointment was missed, and the records show you came in two days later on February 5, 2025. The account does not show an overpayment, and the account is currently paid through March 26, 2025. If you need additional information, please contact our credit and collections department, their direct number is ************.

  Customer Answer

  Date: 02/20/2025

  Complaint: 22926386
  
  I am rejecting this response because: The unit has a countdown timer on the display. I was still within the allowed time for my calibration. Yes the account shows current because I had to pay it in order to get a calibration. I have been charged an extra month. And I have been charged a fee for an appointment I did not miss. **************** is terrible with ********************** and will be switching when I get a different vehicle. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/11/2025

  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 have the interlock device installed in my vehicle from smart start. The device was installed in September of 2024 with monthly calibrations required. After the calibrations I am eligible to go to bi-monthly calibration per the state of *******. I contacted smart start on January 23 to request my account go to bi-monthly and was told it would be approved within a week. I have since made 7 phone calls to smart start and the account has still not been updated as of February 11. I want the account updated to go to bi-monthly calibrations immediately.

  

  Business Response

  Date: 02/14/2025

  Hello, the notes in your account show that you spoke with Smart Start on February 11th, the notes from that conversation state you were advised that as long as the client isn't in special supervision then it's ok to change it. If the client gets any violations, they have to go back to monthly service. We adjusted the interval to 60 days and it will be effective on the next appointment. The notes also indicate that "while explaining client hung up."

  Customer Answer

  Date: 02/17/2025

  Complaint: 22925617
  
  I am rejecting this response because:
  The bimonthly service should have been effective after the January visit. I placed several calls leading up to the call on February 11 and was told now the February visit needs to be completed before the calibration is bi-monthly. I was told the same thing in January when I attempted to set up bimonthly and I wouldn't be surprised if I'm told the same thing in March. I expect the bimonthly to be in place now with my next calibration for in March. Please correct this ASAP.
  Regards,
  
  ****** *****

  

  Business Response

  Date: 02/19/2025

  Hello, per our prior response, the notes in your account show that you spoke with Smart Start on February 11th, the notes from that conversation state you were advised that as long as the client isn't in special supervision then it's ok to change it. If the client gets any violations, they have to go back to monthly service. We adjusted the interval to 60 days and it will be effective on the next appointment. The notes also indicate that "while explaining client hung up." If you are in need of any further assistance with billing please contact our credit and collections department, their direct number is ************.

  Customer Answer

  Date: 02/20/2025

  Complaint: 22925617
  
  I am rejecting this response because: next service date should be March 24. I will accept the response when this is correctly updated.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/10/2025

  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 paid $500 to get the system activated on my fianc's car 2 weeks ago. About a week ago, driving on the highway I blew and the car alarms are sounding off and I had to wait 3 minutes before being asked to blow again(while still driving) and it passes with a 4 day lockout displayed. I called Smartstart collections about this and asked that they don't charge me the $50 service fee and they agreed. 2 days later the exact same thing occurred while driving down a busy boulevard. I called the this morning and they now want me to pay the $50 fee saying I did something wrong. This is not the case just like the last occurance. I believe that smartstart does this to extort funds from their customers. This is simply not right and unjustified! Please help me and my fiance out. These violation tactics they do can cause us to lose our jobs!

  

  Business Response

  Date: 02/10/2025

  Hello, the data log shows that the device registered multiple positive alcohol tests which is a violation of the state ignition interlock program requirements. Due to the positive tests the device entered lockout mode, this requires the device be downloaded and the data transmitted to state authorities. Based on the violations the request for a reversal of the lockout fee is denied.

• Initial Complaint

  Date:02/07/2025

  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.

  I have the device installed after my last calibration on 1/07 it continuously was malfunctioning causing me to pull over, it eventually gave a violation code when no violation occurred I was given a free code by the customer representative and was able to make it home I had I towed to my next calibration appointment and am not told it is 272$ after I had to pay Ubers for the week and the tow! They are selling defective devices and expecting people to pay to bring it to a service center or pay for a code ?

  

  Business Response

  Date: 02/18/2025

  Hello, this complaint was forwarded to our Massachusetts franchise. The Massachusetts management has contacted Ms. ******** and addressed this complaint. A credit was issued to the account for the price confusion.

  Customer Answer

  Date: 02/27/2025

  Complaint: 22911646
  
  I am rejecting this response because:
  That is a complete LIE!!  I dont know what the Massachusetts franchise is but I have called any and all numbers and no one has acknowledged the refund. Whichever management you speak of has not contacted me I have also called the main customer service number and followed prompts for a refund but the line says we can not take your call at this time please try calling back later 

  please dont lie on your responses 

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

  

  Business Response

  Date: 03/17/2025

  Per the notes in your account:

  Mr. ********,
  
  As discussed yesterday 2/27/25 during your call to our MA corporate office, the BBB complaint was responded by our *************** and we were not informed. The BBB response has been reviewed.  I do see the BBB response stated that our MA office agent called  you to inform you of a credit. Apologies on that miscommunication. 
  
  I have reviewed the following notations on your account and see you inquired with our *************** on obtaining an unlock code and were quoted RI pricing of $63.00, due to your RI monitoring. The unlock code fee generates at checkout during the lockout service and since you serviced in ** the MA fee generated at $90.00.

  Customer Answer

  Date: 03/18/2025

  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.
  
  It was not easy but I got an adjustment on my final bill

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

• Initial Complaint

  Date:02/07/2025

  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.

  Back in March 2023 I was sold by ****** a device install that would be free install and ************ forward to now I was initially told I would be charged $100-150 to remove the device + $59 administrative fees.I went to the local station and was then told another amount.I called customer service and they told me there is nothing they can do as this is what i signed for. I requested to receive a copy of the document and was sent a ******** document requesting a signature.The initial sale was a gimmick. I received free install (as promised) and was never asked to sign anything. I went on paying the monthly fees and now I can't have it removed until I come up with the money. If i had known this when I was shopping for the best price I would have walked out on this deal. Now they arent willing to honor the free removal.I would like for them to honor their free removal as told upon first conversation with ******.

  

  Business Response

  Date: 02/10/2025

  Hello, the phone call was reviewed and there was no discussion or mention of a free removal. The lease agreement which was signed on 3-15-2025, lists a Removal/Termination Fee of $45.00, however, the lease also states "I understand Smart Start may change terms and conditions of this service agreement at any time without notice."  If you are in possession of a text message or any written documentation showing a free removal please submit that with this claim.

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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.

  We were considering different companies for my ignition device. We called ********************** a couple times and were given different prices each time. we were told they would put our offered "deals" into the system when we wanted to decide. No info was ever put in our account when we called back. I got a great deal at Intoxalock and thought I would call Smart Start one last time to see if they could match it. I spoke to a *** who said he would match and got approval from his manager, Gabby. They offered ZERO installation fee, waived enrollment and $77 a month. Having been b.s.'ed several times already, we asked for this in writing. the *** texted us the deal and the approver name. His text came from *************. I have the text message to prove it. on installation day our 1-2 hour installation took FOUR hours. Other angry customers in the shop told us everything with this company is a nightmare. We made the appt early so that I could drive my new car from ****** to *********** after installation, before it got dark. The *** tells us we owe $250 and he does not see ANY promotions on the ****. I asked him to call and fix it. He told us he could not, we would have to. This is purposeful because they are banking on the fact that you will become exhausted trying to reach them and will give up and pay. I'm so angry. We have called no less than a dozen times. WE cannot get anyone to respond to us. Told us to file an "issue". When we did that they responded that the filing was only for issues with the device and to call the dreaded hour hold number again. Cannot get a hold of anyone not even a corporate number. Everyone has been awful to us. Nothing the *** told us was accurate and now we have a bill that is utterly incorrect and they messed up our engine light on a car that is new to me. I will not pay a bill that is wrong and they will lock me out of car on 2/26 if we can't resolve this or reach anyone. Our $250 bill they expect us to pay priorto 2/26 should be $77!

  

  Business Response

  Date: 02/24/2025

  Hello, I have been informed that this complaint was addressed and resolved by our accounting department.

  Customer Answer

  Date: 02/25/2025

  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/05/2025

  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 have my device serviced today, as I do every 2 months. I had paid the service charges prior to having my device serviced. There is also the shop fee of $35 that you pay at the service location aside from your monthly dues. The service center told me that there was a missed appointment fee of $55 on my account, and they didnt know why, as they dont set appointments. There is a standard window of time around your service date before your device is locked out. I was well within the time before lockout. The number that the service shop gave me was to Smart Start collections and no one there could tell me anything about this random fee or alleged appointment that I missed. I called this collections **** 3 times asking to have this explained, removed, or transferred to a manager only to be transferred or disconnected. I have now been on hold for 45 min, giving me plenty of time to file this complaint while on hold. I never set an appointment, therefore there was no appointment to miss, and the service center confirmed this with me that they never had an appointment for me. I want this missed appointment fee removed from my account.

  

  Business Response

  Date: 02/10/2025

  Hello, your account shows that the missed appointment fee was reversed on 2-9-2025. Our records show your next scheduled appointment is on April 1, 2025.

• Initial Complaint

  Date:02/04/2025

  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.

  I had to buy a new car because my existing one got rear ended. Their authorized Smart Start dealer who did my installation and following calibrations removed my interlock on 1/3/25. Shortly thereafter when I purchased a new car I reached back out - he was evidently one man operation and is unfortunately so ill that he shut down his business - no answer, doors locked, lights out. Smart Start is telling me that this site never put through that there was a removal done. I was charged $111.95 despite the car being totaled/gone and the interlock removed on 1/3/25. Smart Start is telling me that I should have received a receipt, I wasn't given one because he advised that he had planned to re-install it when I got my new car which was to be a week or so later. Now this man is out of business and despite telling them this over and over, they keep advising for me to reach out to him. I challenge anyone to call the Smart Start customer help line: ************** (unless you're a new client). Not only is it a series of prompts that for example my issue fell into none of the categories - but the only option after spending significant time on the phone is to have them text you. And you don't know when that will happen, and the person on the other side of the text is not empowered to do much. After 2+ hours today where the *** on the chat kept me on hold most of the time as she herself was not getting internal responses, I was told to send an e-mail to a different department. I don't feel confident at all that I was have the benefit of someone really looking at this and helping me resolve it. The only "live" people you can get is credit and collections. ******** customer service and no way to resolve. They're charging me and taking no responsibility for the fact that their shop closed with no notice and the impact it had on me and other clients. I will continue to be billed because they're still showing my previous car as active (with the new one, which ***laced it).

  

  Business Response

  Date: 02/18/2025

  Hello, per the notes in your account it appears that you were able to contact our Credit and ********************** to resolve this issue. Please let us know if you need further assistance. Thank you.

  Customer Answer

  Date: 02/18/2025

  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.  This company has a horrible process where you cannot get a hold of someone live to resolve issues.  Only after e-mailing them on Linked In was someone capable and empowered able to assist.  I suspect that you will be receiving more complaints.  That said, they did resolve this and I appreciate very much the BBB involvement.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/03/2025

  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.

  This is the 2nd time I have had to file a complaint to get this business to do the right thing. On 1/29 I started my car with no issue. When I had to do my retest, it said there was a violation and I had to pull over. It had me retest right away, which is not what its supposed to do if the device is functioning correctly, and I passed that test. The company is refusing to reimburse me for the cost of removing the violation because they are claiming that I must have ate or drank something to cause it when I had not. The fact that I have to report them to the BBB to get reimbursed the $80 so my car wouldnt be locked out due to the false violation is disturbing. They are systematically trying to keep people who are literally already paying the price for their poor actions in a monetary prison. Shame on them and anyone who works for them.

  

  Business Response

  Date: 02/04/2025

  Hello, the ignition interlock device recorded multiple positive alcohol tests, one of which was over the limit allowed by the State of Washington. When a failed test is logged, the unit is designed to request additional tests which is what the device did during this sequence. When a violation of the program is logged, the data is transmitted to the monitoring authority as required. Please note that the threshold for a failed alcohol test in the State of ********** is very low. Based on the failed alcohol test your request for credit was denied in the response you received to your incident report. 

  Customer Answer

  Date: 02/09/2025

  Complaint: 22889387
  
  I am rejecting this response because:
  
  The violation was clearly incorrect because both the test I took 5 minutes prior and 2 minutes after the violation were both passes.

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

  

  Business Response

  Date: 02/14/2025

  Hello, per our prior response there were multiple positive alcohol tests. We are prohibited by the state from providing actual test data, you will need to contact the state authorities for the data. Based on our assessment of the data logs the device was functioning properly and in accordance with the state requirements.