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

  
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  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:01/21/2025

  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.

  My device keeps locking for no apparent reason. It will say "Lock out SRVC" or "Smart Start" or "SVCL05DAY". This has happened for 2024: 07/1, 10/08, 10/09, 06/12, 07/02. For 2025: 01/08, 01/12 EVERY TIME I bring it to the service center- they say nothing is wrong with the device and send me on my way. I feel I have been given a faulty device, which waste time to call and get it unlock. Smart Start does not care about wasting customer's time. Not to mention having to drive to the service center.EVERY TIME I email someone to help- I get no response. Smart Start, again, does not care. They have my money and now just want to squeeze as much as possible in I feel, a very illegal way. You can call it a scam, even.EVERY TIME I call for help- it's a machine line, and the wait time is 50+ minutes to reach an actual person. I got Smart Start because I need my car in case of an emergency. My mom and dad both have major health issues, and I have to be able to drive in a moments instance. This is unacceptable and puts more stress on me and my ********* addition, on July 24th, 2024 - Smart Start increased the monthly fee due to "inflation". I am now reading my contract, and no where does it state this is allowed. When I signed, it states: Reoccuring fee $142, Device Protection Plan $6.90 I am extremely unhappy with Smart Start and their service. I feel I have been mislead and scam by them with a faulty product. I cannot reach anyone and am thinking about hiring a lawyer to sue.

  

  Business Response

  Date: 02/05/2025

  Hello, the lockout issues mentioned were related to a modem connectivity issue. This delay in connectivity caused the unit to be delayed in receiving the updated lockout dates over the air, which resulted in the device showing a message indicating the system was entering a service lockout sequence which starts a five-day countdown period. Once the modem was able to establish a sufficient connection, the new lockout date was received remotely and properly advanced on the unit. no charges were assessed to Mr.Laos account. Mr. *** has not been incorrectly charged for any issues with the unit that were beyond their control.
  
  Due to the recent inflationary adjustments, a price increase was implemented across all clients in *********, which affects the overall pricing structure. The lease agreement that Mr. *** signed states: I understand Smart Start may change terms and conditions of agreement at any time without notice.  
  
  If you are in need of any further assistance, please contact Smart Start at ************** or at *******************************. You can also always ask your Technician at the ************** any questions.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22817345
  
  I am rejecting this response because: 

  A representative from Smart Start did finally reach out to me and answered my complaints. Although I'm not entirely satisfied- they did offer to uninstall the device from my vehicle free of charge.

   

  For now, I suppose there's nothing else to do if I'm unsatisfied. I still think the company is terrible, but it is what it is.

   

  Thanks,

   
  Thai Lao

• Initial Complaint

  Date:01/20/2025

  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 12/06/2023 I had the smart start interlock devise removed from my vehicle and payed the $25.00 service fee plus a $59.50 administrative closing fee to the smart start company. On 01/17/25 I received a call from smart start informing me that I owed $91.19 for a months service. My Maryland motor vehicle administration interlock system program obligation ended on 12/03/2024. According to smart start my next payment date was to be 12/02/24, However the payment date has changed over the year I was in the program from the second of the month to the eleventh of month. Not to mention the fact that of the next payment date of 12/02/24 was one day before the program end date that the *** had already made them aware of. I contacted them this morning 01/18/25 trying to resolve this issue and was told by a person name ******* that the company does not prorate the payment. So how can they charge me for a months service that I did not receive when the devise was removed from my vehicle on 12/06/24.

  

  Business Response

  Date: 01/31/2025

  Hello, I reviewed the account and have issued a reversal of the additional monthly charge. The account now has a zero balance and is closed.

• Initial Complaint

  Date:01/14/2025

  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.

  Tried to postponed a calibration and was told it can't be done. And no supervisor's are available to speak to. The reason for wanting new postponed date is that my son's license was taken by the local *** and the unit is on a company truck that another employee will be driving so we need the unit removed since it is a company truck. Smart Start needs a court order to remove it and I have a court date just after the calibration appointment. SO wanted to a later date so that the unit can be removed and not calibrated. They want to charge as many fees and charges they can. I can't believe that a company charging as much as they charge that there is not a supervisor available to speak with anyone. It is hard to actually speak with anyone and going to a local location the staff have no clue how to handle transactions or how to contact anyone other than the main 1 800 number.

  

  Business Response

  Date: 01/23/2025

  Hello, I have been informed by our service manager that he was able to speak with the customers family and provided a solution to this complaint. If there are any questions or concerns please contact me directly at ************************************

• Initial Complaint

  Date:01/10/2025

  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 had smart interlock device installed in my 2013 ***** pilot a couple weeks now and I had problems out it, the device has malfunctioned twice, have lift me stranded and having to call wreckerd to get home or pay $35 for each code or 160 for wreckers , I had to also pay 109 to have them fix what want my fault. I feel as a person no one should have to go through this. I will be speaking with a lawyer about matter

  

  Business Response

  Date: 01/13/2025

  Hello, we will have a service manager reach out to you to address your concerns.

• Initial Complaint

  Date:01/08/2025

  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.

  In July my automatic payment was removed from my account without my authority. On 7/12 I was charged twice for the month of July. On 12/19 my device malfunctioned and I couldnt start my car. I had to have it towed and repaired. Smartstart agreed to cover both expenses but is subtracting the additional monthly charge from July. I have proof that I have paid every single month I have actually had the device. For the past three days I have called the credit department at least 8 times. No one ever answers. I sent an email. I finally got a response by someone by the name of *** ******. I asked several times to please provide me a supervisors contact information so I could actually talk to someone. He wouldnt provide that. I have numerous chats where I have asked for supervisor contact information they only give me the 800 number that no one answers. I have a current text thread asking for the supervisor contact info and again they will not provide. This company I not transparent in any way and is unwilling to resolve my issue.

  

  Business Response

  Date: 01/13/2025

  Hello, according to the notes in the account it appears that this issue has been resolved. Per notes dated January 9th: Client is asking for available credit/ refund of $369.07 to be issued via check, if additional information is required, please follow up with client via email at ********************** I have confirmed clients mailing address as:
  
  ******** ********
  **********************************************************************

• Initial Complaint

  Date:01/07/2025

  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.

  The company was supposed to provide me with the proper documentation when it came time to have my license restored.I found out the day of that they didn't give me anything I needed.When I tried to contact them through their given customer service numbers, it took over 3 hours to get a real person. The automated system is DESIGNED to deter and dodge callers.When I call back in through the sales line I used a few days prior, they forward me to the same department that ignored me before. An hour hold, an hour hold, an hour hold. It's now been five an a half hours for an email!This is inhumane! This is outright disrespect! What am I paying these people for?! I'm sitting in the *** since 8am and it's now 1:30pm!Now the best I was told, was sit and wait for them to call me back when they have the time?!I don't care about "higher than normal call volumes" because if it happens every day, that's the normal amount of call volumes!I've never felt so disrespected by a company or service...and the worst part is, there NOTHING I can do about it and they know it! This is textbook exploitation, disrespect, and ******* business practices.Why have an interlock company advertise to give me discounts on the hold prompt rather than give suggestions for not drinking and driving?!The entire company should be shut down for bad business practices and inhumane customer treatment.

  

  Business Response

  Date: 01/13/2025

  Hello, per the notes in the account it looks like this issue has been resolved. If you need further assistance, please contact me directly at ************************************

• Initial Complaint

  Date:01/06/2025

  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 had a smart start device installed out of state for a voluntary permit program. Smart start failed to report this data to the appropriate state and instead was sending the data to the wrong dmv. I was on the phone for hours and called multiple times over the course of weeks asking them to report the data as my permit was now invalid due to non reporting. Smart start referred me to the DDs of the wrong state who had no records of me in their system. Because of this negligence and my permit now being invalid I decided to opt out from the voluntary program and was granted an authorized device removal confirmation on 12/18/24 from the state that I got the permit from. Now smart start is compounding the effects of their data reporting error and will not allow me to remove the device. Instead they kept sending me information about a lengthy authorization process from the state I had it installed in. When they installed the device they did not follow my instructions to report data to the appropriate state AND any misunderstandings at installation would have been remedied from the start if they had followed proper verification procedures for their own company to confirm with the dds/secretary of state in their state I had it installed in. They had no evidence that it was required by that state and are now holding me accountable to the rules of state which I cannot fulfill because Im no where in that states system. I have had the device on my car for almost a month since I was approved to have the device removed. They have continued to neglect to remedy this situation.

  

  Business Response

  Date: 01/31/2025

  Hello, per our Compliance Department: All corrections have been made, and reports have been exported for client to get credit. We are doing our due diligence checking in with the state to ensure everything was received.

• Initial Complaint

  Date:01/03/2025

  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.

  I had to have a handheld device for a Dwi with smart start.Deposit in as paid and I made monthly payments. Six months come and go I turn it in and they say I get a refund Ive called several times least messages and sent emails nothing.

  

  Business Response

  Date: 01/07/2025

  Hello, per the notes in the account dated December 16, 2024, ACH was submitted on 11/25/2024 and rejected by bank. Check ****** was cut last week.

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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 hold for three hours. Phone hung up. ******** customer service. No explanation of information needed. Horrible communication. No explanation for charges.

  

  Business Response

  Date: 01/07/2025

  Hello, please let me know if you are still in need of assistance. Per the notes in your account dated ******* 3rd: RETURNED CLIENT'S CALL TO ************. CLIENT SAID HAS BEEN HELPED.

  I can be reached at ***************************************************************

• Initial Complaint

  Date:01/02/2025

  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.

  -remove violation -Faulty equipment, Large charge to file incident report, reimbursement for all charges incurred on 12/20/24 including reimbursement for charge to G and R Autosports.-Breathalyzer Specification & third party quality compliance report (emailed *** ******* 12/21/24)Note: Company does have until 12/31/24 to process incident report.Incident report is as follows:Incident Report Filed on 12/20/24 at 5:15 ************ failure and duplicate installation charge:At the 4 minute blow around 9:50 am 12/20/24 the handheld wouldn't let me blow after a 'blow longer' error.  (I was blowing when it gave that error. ) Then it started beeping and froze on 'blow'.  I immediately went to G and R Autosports on *************************************************************  I blew again at service station, ILL now says violation missed test.  You can see from camera and GPS I was driving and trying to blow it simply wouldn't register with the device.The technicians calibrated and swapped out the malfunctioning handheld and reset the device, but the new handheld didn't have a working display as it was blank.I then went to Clarity Mental Health on ***************** and submitted a urine sample to prove abstinence. I had to get there by 11:30 when ***** picks it up to send to lab. I went back to G and R Autosports on *************************** and had them re-calibrate and put on a second handheld device as the new device's monitor was not working.  I could only hear beeps but no instruction/timer, etc.Attached calibration receipt 12/20/24 Tried to file an incident report but I was locked out of customer portal.  I was then asked to pay $350.72 file incident report.Collections said I owed $269.12 for a balance due for installation from July,  processing fee of $10, tax $6.60, and violation lockout of $75.00.  I had to pay it or I would not be permitted to file incident report.   7/23/24 -Kountry Customz charge -Smart Start install receipt  -contract installation p 3

  

  Business Response

  Date: 01/07/2025

  Hello, per the notes in your account the violation lockout fee and the processing fee were credited back to your Smart Start account on **********. The notes also show that on 12-24-2024, the *********************** asked for information which was provided to them as follows: client just missed 2 monthly payments and violation was for skipped rolling retest that was delayed due to clearing of fuel cell. Customer was given a courtesy discount for violation fee and refunded 10 for processing fee charged by Credit and Collections.
  
  The notes also show that Ms. ********* was provided a response to her incident report on December 27 as follows: Thank you for contacting Smart Start.  I received your incident report and reviewed your account.  After reviewing your incident report and the device data, the local operations team has already provided a credit for the lockout fee. You were charged 144 for the installation on the Smart Start account, you paid the contractor location 150 for their work.  This is a contractor location and they charge and collect their own service fees.  This is not a double payment and is due.  For reimbursement of the contractor fee you would need to discuss this with the location as needed.
  
  Smart Start does not charge a fee for filing an incident report. The incident report form can be found on our website at *******************************

  Customer Answer

  Date: 01/07/2025

  Complaint: 22728040
  
  I am rejecting this response because:

  I have not missed any monthly payments and am still owed a credit of $269.12.  I been given 2 different reasons for the charge and neither make sense.  First they said that I owed for installation and second they said I owed two missed payments.
  

  Also, the missed test was equipment malfunction, as it froze.  The second breathalyzer ,swapped out on the same day, monitor did not work.  2 faulty Smart Start breathalyzers on 12/20/24.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 01/13/2025

  Hello, per our prior response: per the notes in your account the violation lockout fee and the processing fee were credited back to your Smart Start account on **********. The notes also show that on 12-24-2024, the *********************** asked for information which was provided to them as follows: client just missed 2 monthly payments and violation was for skipped rolling retest that was delayed due to clearing of fuel cell. Customer was given a courtesy discount for violation fee and refunded 10 for processing fee charged by Credit and Collections.
  
  The notes also show that Ms. ********* was provided a response to her incident report on December 27 as follows: Thank you for contacting Smart Start.  I received your incident report and reviewed your account.  After reviewing your incident report and the device data, the local operations team has already provided a credit for the lockout fee. You were charged 144 for the installation on the Smart Start account, you paid the contractor location 150 for their work.  This is a contractor location and they charge and collect their own service fees.  This is not a double payment and is due.  For reimbursement of the contractor fee you would need to discuss this with the location as needed.
  
  Smart Start does not charge a fee for filing an incident report. The incident report form can be found on our website at *******************************

  If you believe a billing error occurred please reach out directly to our credit and collections department at **************.

  Customer Answer

  Date: 01/13/2025

  Complaint: 22728040
  
  I am rejecting this response because:  The charge of $279.12 still has not been validated.  I was current on all payments including installation. 

  First explanation:  They said I owed for installation.  I supplied the receipts.

  Second explanation:  They said I owed for 2 missed monthly payments.  This is untrue and can be seen on their side.  I can also see all payments made by autopay were current by credit card and customer portal.
  

  *See attached un-itemized receipt and invoice.
  

  *This is the first time I made aware of billing issue and it was on the same day as the lockout which has been reversed.  It was their equipment failure.  I did not blow anything into the device.  The second device on the same day had a malfunctioning monitor.  I do not believe they are maintaining their equipment.  Request for quality testing went on responsive  12/21/24.
  

  They still need to issue an itemized receipt for the $279.12.  As all payments were current they still should credit this amount.  If there is a valid reason for the charge I have not seen it at this time.
  

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

  

  Business Response

  Date: 02/04/2025

  Hello, per the incident report response you were sent on December 27, 2024: After reviewing your incident report and the device data, the local operations team has already provided a credit for the lockout fee. You were charged 144 for the installation on the Smart Start account, you paid the contractor location 150 for their work.  This is a contractor location and they charge and collect their own service fees.  This is not a double payment and is due.  For reimbursement of the contractor fee you would need to discuss this with the location as needed. 

  If you would like a detailed explanation of all charges and amount due please contact our credit and collections department, their direct number is ************.

  Customer Answer

  Date: 02/04/2025

  Complaint: 22728040
  
  I am rejecting this response because:  This is an automated response and not to the charge I am refuting.  They didn't do an investigation.
  
  

  

  Business Response

  Date: 04/18/2025

  Hello, our prior responses were not "automated" and were the result of a complete review of your account. If you would like a detailed explanation of all charges and amount due, please contact our credit and collections department, their direct number is ************.

  Customer Answer

  Date: 05/28/2025

  Complaint: 22728040
  
  I am rejecting this response because: My credit card company settled this dispute a couple of months ago see attached.  This dispute has been resolved just not by Smart Start.
  
  Regards,
  
  ***** *********