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

  1315 S Water Ave Gallatin, TN 37066-5016

• 

  Smart Start West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

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:01/31/2025

  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.

  this company has penalized me twice for missing a "rolling retest" in the amount of $75, both times i blew into the device as soon as it prompted, then read the message "try again" while making me wait 1:30 to retest, after blowing 2 more times with the same response it gave me the message violate for "missing" the retest. After talking to a customer service representative they are never able to explain why this is happening. The funny thing is has happened both times only a few days before having to have the breathalyzer calibrated. Coincidence? i think not. They told me to file an incident report (which i did) to have my money refunded. My money was never refunded and they never got back to me. This company is run by a bunch of con artists. I had a breathalyzer under a different company and never had any of these problems. They just try to fine you for whatever they can without explanation and then outsource the customer service department( which is a joke) to *****. They never help you with any of your issues. Complete garbage

  

  Business Response

  Date: 01/31/2025

  Hello, our incident report team has processed both of your incident reports and emailed you the outcome. Per the response: Your violation lockout was due to a positive alcohol test. The state establishes rules and regulations regarding the functioning of the ignition interlock device, the logging of data, what constitutes a violation, and when a device must go into a lockout mode. Violation lockouts are generated when the device logs any combination of alcohol and/or skipped tests pursuant to the state requirements, which then requires the device to be serviced. The lockout service is in addition to your normal service; therefore, you will be charged for this service.

  Customer Answer

  Date: 02/03/2025

  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:01/30/2025

  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 Company from day one has inflated prices, and provided horrific service that makes me culpable when I have done nothing wrong.This device has randomly made me blow seconds after passing making it very dangerous while driving, and I had a violation weeks after installation even though minutes after the violation I passed, I had to pay $190 to get my device to work again. On Jan 9th 2025 I payed over $300 as a deposit... it is not on the website.On Jan 23rd I paid $192 to have my device unlocked and service They are saying on Febuary 9th I have to pay $113. This number doesn't even match my $109 original monthly payment. I have spent HOURS with NO RESPONSE on the telephone. In addition, I submitted a complaint because my device is faulty and they responded saying m device was fine, even though the shop said IT WAS NOT OK!

  

  Business Response

  Date: 02/04/2025

  Hello, the data log shows numerous positive alcohol tests, some of which were over the allowed limit as determined by the state. I also reviewed the incident report response which states: I received your incident report and reviewed your account. 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.  The data shows your device detected alcohol which is what it is designed to do regardless of the type or source of the alcohol. Based on the data your request for credit of the violation lockout fee is denied.

  Regarding the claim of pricing variations, the records show you were installed on January 9, 2025. The monthly price you were quoted when you scheduled the installation is the price that shows in your transactions for the monitor fee. The violation lockout fee is a normal and customary fee for this service.

• Initial Complaint

  Date:01/30/2025

  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 second time I am making a claim regarding this company the first time, through their companies incompetence, I missed out on several days of wages due to clerical errors and mistakes.This time around, once again, due to ADMITTED errors in their process, I was unable to get their devices removed in a timely fashion, causing extra incurred fees and headache.They once sent me to a shop for service, only for the shop to inform me that they havent done work for the company for over a month, and I still got assessed a missed appointment fee, which they have failed to remove from my account balance.Customer service is nonexistent, I have called SEVERAL times, to get a call back which never actually happens.They refuse to allow me to speak to a customer service agent, let alone a manager to resolve this.They continue to add fees to my account, for THEIR errors, and it is unacceptable in every form, and illegal in some.

  

  Business Response

  Date: 01/31/2025

  Hello, I reviewed your account and have issued a credit of $31.99 for the lockout fee. It appears that you may be in service lockout countdown, if so please have your vehicle serviced prior to the expiration of the grace ******* Otherwise you will incur a service lockout fee.

  Customer Answer

  Date: 02/03/2025

  Complaint: 22876230
  
  I am rejecting this response because;

  While the credit is greatly appreciated, I feel that there are more charges that have not been addressed. Additionally, I am already locked out, and the lockout fee was told to me to be $63. I had gone to my service center on 12/27 hoping to finally be free and clear of the product, a MONTH after filling out a device removal form.
  
  
  I had already received my final calibration on or about 11/27, and was told to email the following day(thus extending my lease). I did, and have receipts. I then received an email outlining information for removal.
  
  
  This turned out to be useless, as when I arrived on 12/27, I cleared up any balances I had, only for my service center to tell me that SmartStart was not allowing removal, thus extending my lease(yet again.)
  
  
  I was on the phone waiting for a customer service agent for over an hour, only to speak to one, who would tell me that I need to file a form one that I had filed a month prior. Including a blatant refusal to have my complaints addressed with a supervisor. Best of all, my service center was then closed for an extended period of time, and I was traveling beyond that, unable to get the removal done.
  
  
  When I followed up with their device removal department, they openly stated, in writing, that they had made an error. This has not yet been addressed in any capacity. I implore that the customer service team at ********************** address this, as your company has UNILATERALLY and UNLAWFULLY extended my lease, and I now have been locked out of my vehicle by a device I no longer need.
  
  
  I am very deeply hoping that all of this has been a serious misunderstanding, as I had heard so many positive things about smart start, and frankly, my experience reflects very little of that.
  
  
  I have now missed work around 5 days due to smart starts issues, but if the company is willing to email me, contact me, or just flat out take care of my concerns, missed days of work are something I can forgive

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

  

  Business Response

  Date: 02/05/2025

  Hello, per our Operations Manager you will need to contact the ************** directly to schedule the removal. The notes in your account state that you are authorized to "remove on/after 11/26/2024. 

  Customer Answer

  Date: 02/05/2025

  Complaint: 22876230
  
  I am rejecting this response because: it is so very clear that you are not addressing my concerns.

   

  I was at my service center as of 12/27 and I was prevented from removing my device by **********************. So it appears I am being extorted. If this doesnt get resolved, my lawyer will be contacting you. 
  
  Regards,
  
  ******* **********

  

  Business Response

  Date: 02/14/2025

  Hello, as of 12-27-2024, Smart Start had not received removal authorization from your monitoring authority. The notes in your account dated 12-30-2024 show that we received the authorization and that you were sent an email informing you to "Please contact your local Smart Start location to set up a removal appointment to have the *** removed. To expedite the process, please have this notification available when making arrangements."

  Customer Answer

  Date: 02/17/2025

  Complaint: 22876230
  
  I am rejecting this response because: in the same exact chain of communication, your company has said that your service/operations manager said it was 11/26.

  please reach me at **********. All I want is to resolve this issue.

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

  

  Business Response

  Date: 02/19/2025

  Hello, your account shows that the ignition interlock device system has been removed, however, the account shows a past due balance resulting from the system not being serviced on a regular basis. Please contact our credit and collections department, their direct number is ************ to discuss the past due amounts.

• Initial Complaint

  Date:01/29/2025

  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.

  On January 21st, I parked my car at the shopping mall at 4:10 PM. About 10 minutes later, when I returned, I saw a message on the device's screen saying "VioLock 48hr." I tried calling SmartStart for an hour but could not get through to anyone. Unable to find another solution, I went to the ************* where the device was originally installed, seeking help. They told me that I had to pay $158.37 to SmartStart in order to fix it, so I had no choice but to pay. Ive never made a mistake in over two months of using the device, and its completely unacceptable to suffer a penalty due to a malfunction. Also, I never received a receipt by email. Having to pay such an unreasonable fee and using my driving limitation as leverage has been extremely disappointing.

  

  Business Response

  Date: 02/10/2025

  Hello, Mr. **** submitted an incident report and was provided the following response on January 29, 2025:

  Mr. ****,
  Thank you for contacting Smart Start.  I received your incident report and reviewed your account.  The log data confirms this event occurred because the final test of your last drive was not completed.  Even if the device asks for a test and you are at your destination you still have to take that test.  Turning off the vehicle will not cancel any active or pending test windows and these tests will need to be completed.  To ensure you catch any last minute tests, it is recommended that you wait with the device for roughly 15 seconds after ignition off to ensure any pending tests are completed.  It can take several seconds for the device to display a pending test at ignition off due to the other shutdown messages that appear. 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.
  If you need additional training, we can provide this to you free of additional charge at any of our service centers. After reviewing your incident report and the device data, unfortunately I am not able to grant a discount for this lockout based on the information available to me at this time.

  Customer Answer

  Date: 02/10/2025

  Complaint: 22869725
  
  I am rejecting this response because:
  
  Regards,
  
  Hyungu Park

• Initial Complaint

  Date:01/28/2025

  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.

  This company continues to raise prices with no warning. They are creating secret charges, creating appointments without notifying customers, and are NOT responsive to emails, phonecalls, or "notes" posted on their website. The customer service is hands down the worst I have ever received from ANY business. I have complained publicly many times (EVEN ON THIS BBB WEBSITE) that their website is misleading and they will not remove closed down locations, and continue to add businesses that do not DO MAINTAIN, SERVICE, OR HAVE ANY AFFILIATION WITH SMART START. It has been years and they keep their website full of fake misleading locations that simply do not exist. They seem to do this to give the allusion they have an abundance of locations to trick people into signing a contract. The few locations that are REAL do not follow the the days and business hours listed. They make you physically drive to these locations to see if you get lucky and someone is actually working.They started charging people for missed appointments that the customer never made. ********************** makes the "appointments" and I've been assigned to locations that DO NOT EXIST. It is an abandoned building or a ****** lot.The website NEEDS to reflect the real world offerings of smart start so customers can make informed decisions on if they would like to so business with this company. It is blatant false advertising and they haven't even slightly addressed the problem over the last 4 years. IT DOESN'T MATTER HOW LOUD OR PUBLIC YOU ARE WITH COMPLAINTS. YOU WILL BE IGNORED. It's detrimental to customers and seems illegal.

  

  Business Response

  Date: 02/04/2025

  Hello, this complaint was brought to the attention of our marketing department. They are in the process of reviewing our website and ensuring the accuracy of all information posted.

• Initial Complaint

  Date:01/27/2025

  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.

  Issue #1:From September to November 2023, my vehicle was serviced by the dealership, and Smart Start, along with my monitoring authority, was informed. Smart Start instructed me to advise the mechanics on the proper bypass procedure, which the dealership confirmed was done correctly. I was charged by the dealership for this service.Upon retrieving my vehicle on 11/01/23, the device worked normally at first but began beeping after restarting the car. Upon a second restart, the device went into lockout mode. Stranded at a gas station two hours from home, I spent hours trying to resolve the issue with multiple Smart Start agents. I was given several lockout codes, all of which failed. One agent requested payment before authorizing another code, which also failed. Eventually, I was instructed to take the device to a service center, where it was recalibrated, and the device head was replaced due to malfunction.This incident resulted in $160 in lockout fees on 11/01/23, even though the violation was due to device malfunction and not a failed or missed test. Additionally, I discovered I was double-charged for IID system services in October and November 2023 ($88.80 + tax each month), totaling $177.60. Altogether, I was overcharged $337.60 in those two months. Despite submitting a reimbursement request, Ive been given conflicting information, passed between departments, and denied resolution. I am requesting a credit for these overcharges and an acknowledgment of Smart Starts poor service. Issue #2: Since my devices last calibration, Ive experienced ongoing issues. Although I was authorized to remove the device on 9/27/24, it failed to initialize days prior, causing my vehicle to hesitate to start, the radio to flicker, and the device to enter lockout/recall3 mode. After multiple attempts, I finally reached an agent who stated I was no longer eligible for servicing and was denied a lockout code to have the device serviced. Instead I was told I must pay my balance in full and tow my vehicle to the service center at my own expense to remove the device. My vehicle has been disabled for months due to the device malfunction, and Smart Start continues to charge me monthly fees, adding to an already exorbitant balance. Ive repeatedly explained the situation to multiple departments but have received no resolution. Smart Start also noted I wouldnt be able to dispute charges after account closure, which delays resolution further. Im requesting a prompt resolution to address these concerns so I can pay any justified balance and close my account.

  

  Business Response

  Date: 02/10/2025

  Hello, Ms. ******* has filed incident reports and was provided the following information:

  On 12/10 she submitted 2 IRs dated 10/10/24 which is in no way accurate.
  8/12/24 Missed Appt Fee ***** Valid as appt was for 8/9/24.
  8/19/24 Missed Appt Fee ***** ****************************** Charge ***** Valid, its your monthly fee.
  8/19/24 Lockout Code ***** x2 ****************************** Lockout ***** -Reimbursed.
  Total credit issued 194.86
  
  2 more submitted on 1/21/25
  One was nothing stating a ton of attachment, of which there were none.
  The other was for the mechanics fee for disabling the device which is not our responsibility and skipped tests caused by a mechanic going back to 2023, which she never bothered with until now. It was in a service lockout, but the charge was for illegal engine starts and skipped tests after it was locked out, so the device was being circumvented.
  
  The codes that dont work she's likely getting from the website (as she's not calling in to get them) and is the initial code she is attempting to re-use over and over since she hasnt serviced in 4 months.
  
  We have removal authorization, she's just refusing to come into service. Her vehicle isnt working due to Service lockout and lack of servicing. Her issues are with C&C who are charging the lease fee for the device since she still has it installed.
  
  Theres not much I can do here. She keeps submitting IRs and I keep referring her to C&C since its monthly billing thats mainly being disputed. I can't do anything about any fees until the device is serviced and the fees show up.
  
  Her issue on 11/1/23, was the mechanic (or she did)illegally started her vehicle and drove it, it's why it wouldnt restart until a 2nd unlock code was used and it was taken to the shop. There wasnt a device malfunction, the device was in lockout for the illegal starts, skipped tests and not being serviced.
  
  Her other issues started on 9/27/24 after her most recent service, and I'm not able to address or review anything as there's nothing to review since she hasnt serviced. She claims all sorts of issues, but there's no way to confirm any of it.
  She was told during troubleshooting on 9/29 to tow it in.which she never bothered to do. She was never talked to about her balance at that time. It wasnt brought up until C&C called her on 11/16, a month and a half later.
  C&C tried multiple times to set up arrangements with her, and there was never a dispute brought up at that time for any of the monthly fees. She was going to get it serviced w/ 300$ monthly payments until her balance was cleared so she could remove it.
  
  A few disputes were valid which I reimbursed as shown above, but all the current fees she's disputing are monthly fees from failed payment arrangements with C&C and a mechanic fee for disabling our device.
  
  She was past due over ****** at the time of her last service.

   

  Ms. ******* must contact our credit and collections department to arrange for payment of all past due fees before we are able to remove the device. All incident reports have been responded to with explanations as to her concerns. Discounts and denial of discounts have been addressed as necessary.

• Initial Complaint

  Date:01/24/2025

  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.

  On Saturday January 11, I received a violation for a missed roll test due to the device malfunctioning. I recorded a video showing the device continuing to buzz for over 4 minutes displaying the words please wait. Never allowing me the chance to blow. Exactly one week prior I had this same issue where I received a violation and was required to pay a $75 fee and a $25 fee to the mechanic. After filing an incident report explaining that the device staled with the message please wait, again not allowing me the opportunity to blow. Smart Start did reverse those charges. So with the same issue why was I not able to have my violation reversed. I have video footage of the device malfunctioning. I was told I am responsible because the car was turned off. That doest explain why I couldnt blow into the device. I remained in the car waiting for the device to allow me to blow. This violation is significant because u will have to wait another two months before u can remove their device from my car. Due to the fact that they require no violations for the last two months prior to being approved for device removal. I am now 1 year and 3 months into this program. Deep in debt and unable to get out of it legally. My next step is to contact *** about this particular incident and overall experience. There have been other issues as well. I leave that for another time. The other major issue with this company is they will not allow u to speak to a manager or supervisor or even the department that handles the incident report. Which I find extremely disturbing. I was told repeatedly that all I can do is file another incident report.

  

  Business Response

  Date: 01/28/2025

  Hello, the notes in the account show that this situation has been resolved, and the violation lockout fee has been credited back to your Smart Start account. There is also a note dated January 28th as follows: The Declaration of Ignition Interlock Compliance Certificate (DL-380) has been completed and submitted to Pennsylvania DOT. 

• Initial Complaint

  Date:01/24/2025

  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 interlock in my car per court order. I received an email saying my device needed update on my next appointment. 02/03/2025. As I was driving down the road on 01/22/2025 my horn started going off and the device said recall. I pulled over turned off car. I then restart car and device deplay violation lock out 4 days? There device malfunctioned and they are going to lock my car if I don't pay them *****!! This in not ok. My children depend on me to pick them up from school. If I violated why did it let me restart car? This is fraud. Earn interest on my money. They also say they can't reimburse credit cards??? I don't have check so do they just keep my *****?

  

  Business Response

  Date: 02/04/2025

  Hello, on 1-22-2025 the device logged a power disconnect while driving which triggered the horn and lights. When this occurs, the unit must be brought in for service within the designated time frame. Your account shows that you filed an incident report and that the violation lockout fee and the calibration fee were reversed ($86.96 and $35.00) resulting in a credit being placed on your account. 

• Initial Complaint

  Date:01/22/2025

  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.

  Your business have caused my Washington State Drivers license to be suspended. I had the ********************** Lock installed on 11/29/2024 This installation was never reported to the ** State Department of Licensing. Now my Driver's license is suspended I have tried calling many times. The automated system is confusing. It does not have an option to speak to anyone regarding this issue. I was only able to speak to someone because I chose the option to get help on website login. I talked to 2 representatives this way. Both times they promised to file some request to the right department Nothing was done. Now I cannot drive

  

  Business Response

  Date: 01/29/2025

  Hello, per our Washington State Director: I reached ****** and we were able to resolve the 180day certificate being on record. 180day certificate is on record now and customer may check with driver record ************.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I called the *****************************************  I verified that the driver's license is reinstated 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/22/2025

  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.

  On 1/16, I went to a Smart Start service center to get calibration done, however Smart Start payment system was down and I could not get serviced that day! Not only did they charge me a $25 shop fee. I was told to come back another day! I returned on 1/20 and they charged me a $50 lockout fee and a missed appointment fee! I never got my $25 shop fee back and my car was not serviced. This place is a Scam, I want a refund and *****, regional manager, needs to be terminated. I will be pursuing further action along with others!

  

  Business Response

  Date: 02/04/2025

  Hello, per the notes in your account, you were advised of the following on January 22, 2025: Thank you for contacting Smart Start Incident Reports. After reviewing this incident and speaking with the techs, I have been informed that you were advised to come back for your service on Friday January 17th, 2025, for your monthly calibration. You failed to come back and receive that mandatory service and waited until January 22nd, 2025. Your lockout date was January 19th, 2025, and you failed to have service before that date. Failure to receive those services by the required date and the suggested date, resulted in the missed appointment fee and the lockout fee. These fees are valid fees as the Smart Start location was open and able to service you on January 17th, 2025.