Business Profile

Auto Electric Equipment

Smart Start

Headquarters

Complaints

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

Customer Complaints Summary

471 total complaints in the last 3 years.
217 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/12/2024
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.
Smart Start will give me false violations, lock me out of my car, and then take 5 hours on hold to answer. They end up not answering the phone after waiting on hold for hours to speak to a human, and I am legally not allowed to remove the device to get a different breathalyzer company.Smart Start is pretty much controlling my life at this point. They are using the legal requirements of states to put customers in a pickle to spend more money with them and then offer no availability to speak with technical support without waiting hours upon hours on hold on the phone.
Business Response
Date: 11/12/2024
Hello, your account shows that you were assessed a violation lockout charge on August 26, 2024, and that this charge was reversed at that time by the shop Technician due to a unit issue. If there is a recent incident you will need to have the unit downloaded so that we can analyze the data log to determine if the unit is functioning properly. If it is not functioning properly, we will replace the unit at no cost per our normal procedure. If there is a violation logged that was due to a malfunction and if the shop does not reverse the charge, you can submit an incident report via our website: ******************************* so that we can investigate the issue.
Initial Complaint
Date:11/12/2024
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 had this installed on my car on 10/8/24. I was quoted a price of $119.99 a month, now they are trying to charge me $145.99 a month. tried calling 5 times and was put on hold for an hour or more each time and cannot talk to anybody, there is no customer service at all. Also, the installation was more than I was quoted. Was told the installation would be $129.00 and was charged $163.16.
Business Response
Date: 11/12/2024
Hello, your account shows the lease price is correctly set at $119.99. The State of Washington also has mandatory fees that are collected by Smart Start and sent to the state, this includes a DOL fee of $21.00, WSP Calibration fee of $5.00, and a WSP Install Fee of $10.00. All ignition interlock vendors are required to collect and submit these fees to the state. Regarding the cost of the installation, per the phone call you were told the cost would be about $125, please send a copy of what you were charged to ************************************ and any difference will be credited to your Smart Start account.
Initial Complaint
Date:11/07/2024
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 have to have a device installed on my vehicle because I have a DUI. The company is called 1a smart store LLC I had to in file a enrollment fee of $40. I just found out that this company will not accept my car because it's too old to install the equipment. Now for the last 5 hours I've been trying to get the refund department to call me and give me my $40 back. But unfortunately that's a waste of time because nobody can get through to anybody and I can't talk to nobody real. So now I'm sick of the situation I have to go to another company and I would like to $40 back that doesn't belong to them. I have made multiple phone calls and talk to three people and nobody has contacted me back. I need this money for the installation for another company called intoxalock. If you could help me with this matter I'd really appreciate it thank you very much ******* ****
Business Response
Date: 11/11/2024
Hello, Mr. **** contacted Smart Start and scheduled an installation appointment on a 1997 Geo Prism, the appointment was scheduled and confirmed by the Technician. Mr. **** also signed the lease agreement. Smart Start is able to install the interlock system in this vehicle and there are no notes in the account showing any issue with installing an ignition interlock in this make and model of vehicle. At the time of scheduling the installation appointment Mr. **** was charged and paid a non-refundable enrollment fee. Due to no indication of a vehicle issue, the request for refund is denied.
Initial Complaint
Date:11/07/2024
Type:Product 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.
On 30 August I had Smart Start installed in my vehicle. I received 4 violations on the 1 hour drive home and the unit went into system lockout. Unit screen would reset/go blank in the middle of the timer countdown. Again, end of Sept beginning of Oct, received multiple back-to-back violations, screen was resetting/going blank during timer countdown, and went into system lockout. I received $79 lockout fee. Called Smart Start and the technician on the phone said it sounded like the unit was not installed properly and I needed to take it back to the install shop. Took it back to the install shop on 2 Oct, they checked the wiring and installed a fuse. Since the repairs the unit has been working as it should. At the advice of the Smart Start technician I filed an incident report for reimbursement of the lockout fees on 2 Oct. The Smart Start website says you will receive a response within 5-7 days. After 2 weeks with no response I filled another incident report on 14 October. Still 2 weeks later no response. I called twice and was hung up on. Finally got someone on the phone and she said she saw no record of the first incident report, but to wait a few more days for a response. Still no response, I used the text reply function on 28 October. Technician stated they would file escalation report and I should have a response within 3-5 days. Still no response received, I again used the text reply feature on 5 Nov, the technician said they would again submit an escalation report and I should receive resolution within 3-5 days. 2 incident reports, multiple phone calls (twice hung up on), and 2 escalation reports. It should not take this long for reimbursement of charges from a faulty installation. I am seeking a refund for the lockout fees est. $79 (Smart Start website does not show details of lockout fees for some reason). Thank you
Business Response
Date: 11/19/2024
Hello, a credit in the amount of $78.19 for the lockout charge was credited to your Smart Start account on **********. This credit currently shows as a credit balance that can be used for future services.
Customer Answer
Date: 11/19/2024
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:11/04/2024
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 two issues with the company for which I am seeking ***ayment. On 9/23/2024 I received an error code that tech support could not solve nor knew what the error meant. The error prevented me from driving my car and the tech support *** told me I needed to have my car towed to a support location and have it serviced and instructed me to submit an incident ***ort for the feed incurred. I submitted an incident ***ort request and requested I only be refunded for the $35 calibration fee and not the cost of the tow since I didn't receive a receipt from the tow company. On 10/6/2024 I received an email account stating my account had been credited the $35 fee. On 10/30/2024 I called to begin the removal process for my device and confirm the $35 credit. The customer agent stated there was no credit, and stated that I would have to pay the full amount of $59.50 for the removal fee. I informed her I would submit a complaint and wanted to confirm that that is all I had to pay. On 10/31/2024 I arrived to have the device removed and upon removal was instructed I would have to pay a fee of ****** for November's balance, when I asked why I would have to pay for November when I had it removed before the 11/16/2024 due date I was told you have to contact smart start. When I contacted Smart Start the agent said "I'm not sure what that amount was for I don't show you owed anything" and then hung up while placing me on hold. I am speaking about reimbursement for both the $35 for the calibration fee from 9/30/24 and the $****** for November's payment. I have included the email pdf from the ***resentative stating he applied a $35 credit to my account, the screenshot of the text thread from the tech support instructing me to have my car towed and submit an incident ***ort for ***ayment, the $35 calibration receipt, as well as the final payment for removal, and a screenshot of my app showing payment for November was due 11/16 which is after the date I removed the device.
Business Response
Date: 11/11/2024
Hello,
Your Smart Start account does not show a $35 calibration fee as being charged or paid in the transaction record, there is a $21.55 early service fee that was credited back to your account as stated in the incident report response you provided. Regarding the $35 fee, your attachment shows you paid ************* a $35.00 fee, this was to that business for services rendered, not Smart Start. Your account also shows that you were charged the removal authorization fee, this is a customary charge. Smart Start does not show a charge or payment for the $107.74 for November, the last charge of $107.34 was on September 6 which brought the account current through November 16th. Your account currently shows that all charges have been paid and you have a zero balance.
Customer Answer
Date: 11/12/2024
Complaint: 22505701

I am rejecting this response because: as provided in the screen shots I was told by your representative to submit my recipes for the towing and I would be reimbursed. I was charged a towing fee and a recalibration fee because of and of a defect with YOUR COMPANYS machine that was not due to fault of my own. Your response that I would not be credited $35 because I paid the company not smart start makes no sense because as stated in the texts with your technician I would be reimbursed for the tow which was not paid to your company. So why would I be reimbursed for a tow and not for the $35 recalibration fee which is less than the tow? Also if I did not pay for November and the last payment you show I owed and paid was in september then please explain why I needed to why I paid $107.74 in October when removing the device

Regards,

****** *********
Business Response
Date: 11/13/2024
Per your complaint, I submitted an incident report request and requested I only be refunded for the $35 calibration fee and not the cost of the tow since I didn't receive a receipt from the tow company. As stated in our prior response, your account only shows the $21.55 missed service fee that was credited back to your account. We do not show a $35.00 fee, please provide a service receipt or proof of payment so that we can process this request.Likewise, you first indicated you did not seek reimbursement for a tow, we will need an itemized receipt from the tow company showing the costs and details of the tow including date, time, towed from, hook-up fee, mileage, and where the vehicle was towed to. Also, as previously stated, Smart Start does not show a charge or payment for the $107.74 for November, the last charge of $107.34 was on September 6 which brought the account current through November 16th. Your account currently shows that all charges have been paid and you have a zero balance.
Initial Complaint
Date:11/04/2024
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 to have an interlock device placed on my car and it has not been working since it was installed in September. I had to tow my car back to the facility to get them to fix it. I was able to drive home, however I have not been able to drive my car because it will not start. When I tried to start it the horn blows and lights flash. I returned to *** and they have allowed my to go with another company intoxalock. I need my money back from Smartstart The are not responsible or responsive. I have been calling them constantly to get placed in a never ending queue to nowhere. After looking them up they are rated one star on Yelp and I know why. Some reviews stated they wish they could give zero star.
Business Response
Date: 11/04/2024
Hello, the notes in the account show that the ******************************************* was installed on September 23, 2024. At that time the Technician noted that the device was installed and the customer was trained in accordance with state regulations. On October 17, 2024, the Technician entered a note stating that the vehicle had been towed in to the shop. The Technician conducted several tests and was able to use the device as designed, and that the device accepted all tests. The notes also state when owner arrived the Technician walked him through start up process and the client was able to start car on the 1st try. The customer was asked why he didn't call me before towing, he stated he tried was on endless holds with corporate and "lost my phone number to call me." The Technician also states that the notes show the customer refused trouble shooting help from our corporate offices.
Due to the unit functioning properly, and the tow not being preapproved by Smart Start, the request for refund / reimbursement is denied.
Customer Answer
Date: 11/04/2024
Complaint: 22508564

I am rejecting this response because: SmartStart had a technician located at *******************************; ******** DE ***** to improperly place an IID device on my 2021 X5 *** in September. I had to have my car towed back to them and he did something to get it running enough for me to get home and then it would not work again. I had to go to the *** to change to anothr vender Interlock located at ************************************************** ***** to get another IID placed on my car. I had to tow my car again to the Interlock today and when the technician looked at my car he stated the SmartStart person did not know what he was doing. I was provided the incorrect wiring, red clamps, and other miscellanous parts (see attached pictures as dcoumentation) he had attached to my car drained my battery and prevented me from driving. It was difficult to get the new device on my car because the faulty wiring installed by Smartstart drained my battery. The one black piece was the correct piece and they did not know why the Smartstart technician placed this faulty wiring on my car. I contacted my congressional office and filed a complaint to ensure I get my money back and save others from being taken advantage of too. My car had to be towed twice by a special tow truck (not a flat bed or the regular tow). My car required a tow lift because the car was unable to move or be place in neutral position. The SmartStart tech should not place the device on cars he is unfamiliar with working on. Smartstart should want to make it right with me for service not rendered and almost destroying my car. I want my $179 back and the one month fee $79. I could not call them to request a tow because they never pick up the phone. In addition, I was able to submit a removal via he web after searching and doing everything on my own. The Yelp reviews tells the story 1 star and most people wish they could give them zero star. I wish I would have done my research before I selected them. They were closer to my house and that is it, they are not honest or have an appetite for good customer service. I want my money back.
Regards,

******* *****
Business Response
Date: 11/11/2024
Hello, per our Territory Manager Smart Start will reimburse the $178.99.
Initial Complaint
Date:11/01/2024
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 device installed on my car from Smart Start to ensure my license was not suspended May 2024. In June, my dad received military orders and we were going to take the device out of the car so we could Move to Texas. After speaking with a representative, I was advised I could keep the device and have it calibrated and removed in Texas where we were moving. Since moving to Texas in June they transferred my account to **********************. After my court proceeding in October, I was advised I can remove the device. Now ********************** is saying that we cannot remove the device in the state of Texas but Only in ********** unless we get something in writing from ********** DMV. After 3 days of trying to get someone form DMV on the phone, we were told that they dont provide any letters and Smart Start representatives would have to call for approval to remove in the state of Texas. I spent another 2 hours on hold to speak to a Smart Start representative to say the same thing, so I ask to speak with a manager. I was told I cannot be transferred to a supervisor because they dont have one and we have to take the device out in ********** only. The third-************* in Texas says smart start has to send a signal/code in the system that allows them to remove the device: so this device that I no longer want service from cannot be taken out and I have to continue to pay for service or Drive over 1200miles / 18 hrs to the closest point of ********** to have it removed. I would like management to contact California DMV, just as they do to verify authorization to remove devices in the state of **********. One they get DMV permissions to remove the device in the state of Texas, send the signal so the **** here can take it out. Smart Start has been unwilling to find a resolution even though I have explained that I cannot get the information they need from CA DMV, only they can; and not willing to pull the phone recording of the **** advising we could take the vehicle to Texas.
Business Response
Date: 11/11/2024
Hello, per our compliance department the ignition interlock system was removed on 11-1-2024. We have notified the CA DMV using the form DL922 as required.
Initial Complaint
Date:11/01/2024
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.
****** to lease device for $90 per month. Fee has risen every month to 180 (100% increase). Have also been charged twice for 1 service. Filed an incident report requesting support. Was told 7 work days needed. I filed the report on 9/17/24 and have never received response.
Business Response
Date: 11/01/2024
Hello, Ms. ********* account shows that she contacted Smart Start on August 29, 2023, to schedule an installation appointment. At that time the quote was $125 per month, plus state mandated fees and tax. There have been variations in the monthly cost due to service being changed from ********* to ********, these variations resulted in a price decrease with the current lease rate being $124.80 which is below the initial quoted amount. The fees have not doubled as claimed, and the transaction record does not show a double billing. If you would like additional information regarding billing and charges please reach out to our credit and collections department at **************.
Customer Answer
Date: 11/04/2024
Complaint: 22496583

I am rejecting this response because:
I am attaching the select invoices and payments in question through Sept '24 from the business, SmartStart.
Also attached is a screenshot from the SmartStart app showing duplicate charges for 1 service, "Unlock Code" (highlighted in yellow). I was quoted $35 on 11/7/23 by the **************** Rep.
I pulled this data directly from the merchant's app and validated the payments from my bank. Their data should match.
I attempted to address their concerns clearly, but if you have any questions about the document please let me know.

Regards,

***** ********
Business Response
Date: 11/04/2024
Per our prior response: Ms. ********* account shows that she contacted Smart Start on August 29, 2023, to schedule an installation appointment. At that time the quote was $125 per month, plus state mandated fees and tax. There have been variations in the monthly cost due to service being changed from ********* to ********, these variations resulted in a price decrease with the current lease rate being $124.80 which is below the initial quoted amount. The fees have not doubled as claimed, and the transaction record does not show a double billing.
If you would like additional information regarding billing and charges please reach out to our credit and collections department at **************.
Customer Answer
Date: 11/08/2024
Complaint: 22496583

I am rejecting this response because:
Merchant response doesnt match up with actual invoicing & payments from their app.
Ive reattached the select items from my account. I submitted these same issues on 9/17, but they have not responded.
Im concerned that their records are different so will definitely need them to confirm my understanding of the monthly lease.
Additionally, I was quoted ***** for the monthly lease - I have no records of ******. I was never charged that amount.

Regards,

***** ********
Business Response
Date: 11/11/2024
Hello, as previously stated:
Ms. ********* account shows that she contacted Smart Start on August 29, 2023, to schedule an installation appointment. At that time the quote was $125 per month, plus state mandated fees and tax. There have been variations in the monthly cost due to service being changed from ********* to ********, these variations resulted in a price decrease with the current lease rate being $124.80 which is below the initial quoted amount. The fees have not doubled as claimed, and the transaction record does not show a double billing. If you would like additional information regarding billing and charges please reach out to our credit and collections department at **************.
Customer Answer
Date: 11/26/2024
Complaint: 22496583

I am rejecting this response because:
1) The Merchants records are not accurate
2) They are unable to provide explanation of the 2 charges for 1 transaction
Regards,

***** ********
Business Response
Date: 11/27/2024
Per our prior response: Ms. ********* account shows that she contacted Smart Start on August 29, 2023, to schedule an installation appointment. At that time the quote was $125 per month, plus state mandated fees and tax. There have been variations in the monthly cost due to service being changed from ********* to ********, these variations resulted in a price decrease with the current lease rate being $124.80 which is below the initial quoted amount.
The fees have not doubled as claimed, and the transaction record does not show a double billing.

If you would like additional information regarding billing and charges please reach out to our credit and collections department at **************.
Customer Answer
Date: 12/02/2024
Complaint: 22496583

I am rejecting this response because:
The merchant refuses to review the documents and respond to very clear questions.
Can you help them? They dont seem able to understand the the 2 issues.
Regards,

***** ********
Business Response
Date: 12/11/2024
Hello, as previously mentioned please reach out to our credit and collections department at **************. They can assist you with any questions regarding your account.
Customer Answer
Date: 12/13/2024
Complaint: 22496583

I am rejecting this response because :
Merchant hasnt reviewed the attachment and cant explain the 65% increase in monthly lease or the duplicate bil from 11/7/23.

Regards,

***** ********
Initial Complaint
Date:10/30/2024
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.
Company installed device for 4 months and charged for 5 months by forcing full pay for partial months. Business fraudulently charged for "lockout violation." Device was instpected by the installer and found to have no issues. Installer said the device has a high error rate. When calling the company, they continue to transfer you and force multiple 45+ minute wait times to discourage your ability to get issues addressed.
Business Response
Date: 10/31/2024
Hello, I reviewed the account including the data log, transaction history, and the notes. There was a violation lockout charge of $82.69 assessed on 8-26-2024; it appears that this may have been the result of a poor connection therefore this amount will be reversed. The interlock system was removed on 10-7-2024 which was one day past the "paid thru" date, since it was only one day I will have the additional monthly fee of $107.74 reversed as well. The account showed a balance due of $154.04. After issuing the reversals there is now a credit balance of $36.39. I will have our accounting department issue a refund for this amount.
Initial Complaint
Date:10/30/2024
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 will be my 4 TIME coming to BBB as it seems to be the only way to get Smart Start's attention and hold them accountable. Word to the wise, File the Complaint on their website and when it sends you an auto-response denial, Go to BBB! I will be addressing 4 separate issues in this one Complaint. My first issue is one that has been brought and supposedly addressed here, yet I continue to complain. Since day 1, I subscribed to their "Autopay" program to where I should be paying roughly $99.22 monthly. While my monies are pulled automatically, I am charged $104-105 monthly again the past 3 months despite addressing this in a past complaint. Second, I was charged a $35 dollar lockout fee that required me to go to the shop to have my device recalibrated due to not using my vehicle for a two week span. I am in the airline industry and I frequently find myself out of town for weeks on end as I have addressed multiple times and also had noted on my account. My vehicle, just like in prior resolved complaints, was in good standing and had no reason to go into lockout while it sat in a garage with a functioning battery installed. I addressed this in a complaint and of course I received an automated response with no name attached stating I had no such charge. I have proof from their website and my credit card statement below. Third, on 10/8/2024 I was overcharged by their system after I noticed they did not autopull my payment the following day. I called in and I was told that the payment was rejected, this is not true because the card was not charged nor did it try to verify via a second pull attempt. When I made the payment, I was charged an extra 17 dollars which I want back. Fourth! 10/17/2024, key was put into vehicle to turn on battery power for the window, the car never started. despite this the device ************************ a countdown due to a faulty device. I brought it to Magic Car Sound where ***** swapped the device, noted my account. I still charged for their faulty device.
Business Response
Date: 10/31/2024
Hello,
Item #1: The transactions show that the autopay was off and that the account has a current past due balance of $80.25. To inquire about billing issues please contact Credit and Collections at **************. They can assist you in bringing the account current and turning the autopay feature back on. Regarding the month fee, the lease rate has been $93.60 since September 2023. Any variation in this amount is due to the applicable tax rate.

Item #2: The $35 lockout code fee was to allow you to active the interlock system so that you could bring the vehicle to a service center rather than having it towed. The state mandates the service intervals, not Smart Start. If the unit is not serviced as required by the state, the system goes into a service lockout mode.

Item #3: As stated above, the transactions show that the autopay was off and that the account has a current past due balance of $80.25. To inquire about billing issues please contact Credit and Collections at **************. They can assist you in bringing the account current and turning the autopay feature back on. There are no charges on the account in the amount of $17.00.

Item #4: The log shows engine startat 10:01:28AM, at 10:11:30AM the data log shows a skipped test. and engine stop at 10:24:01AM. The log shows that the unit was functioning properly.
The account shows that all charges are normal and customary, therefore no credit or refund is due.
Customer Answer
Date: 11/01/2024
Complaint: 22491138

I am rejecting this response because:
This response on behalf of "Smart Start" it complete and utter garbage. Did this representative even bother to look at the picture evidence of THEIR website? Did they bother to reach out to ***** of Magic Car Sound who was on the phone with their associate stating that the device is not functioning properly and that she just changed it to another device that now works normally?
1. Refer to YOU OWN WEBSITE along with the screenshots I have provided so that you can verify that my Autopay is indeed active and I have had to come to BBB on other ocassions to force you guys to give me my overpaid monies back after your company continues to try to charge me $105 a month even though you yourself just stated the correct price of $93.60
2. I understand what a lockout fee is, thank you for the explanation. Now let me explain again simply that I was unjustly charged that $35 dollar fee. I have brought a separate issue to BBB addressing this exact scenario months ago. My service intervals were not conflicted with, your machine simply locked me out because it felt like it over a period of time. I am in the airline industry and as what should have been noted on my account multiple times now, I spend WEEKS away from home and obviously the vehicle. THERE IS NO PENALTY FOR NOT BEING ABLE TO DRIVE THE VEHICLE.
3. I am not past due $80.25, You guys are adding that charge for a made up reason on your part. Could be in relation to your malfunctioning equiptment which again, is not my responsibility and I am backed up by the shop that installed it. Again, use due diligence and reference/review the multiple reciepts and screenshots I have included on the initial complaint. Looking at your website right now, I am due to be autobilled $149.55 on 11/6/2024. Where is that made up number coming from? Your representatives on the phone lines themselves have stated that the website is not always accurate to what is being factual and that there have been issues. Are you guys projecting those issues onto customers and taking advantage of those who dont know any better and will just pay for the sake of using their vehicle? I refuse to play along!
4.AGAIN, YOUR MALFUNCTIONING EQUIPTMENT logged an engine start/stop sequence that did not happen! Did it also tell you that it went off every 60 seconds and that I blew into it at that interval all the way to Magic Car Sound? There should be over 20 test on 20 minutes. My car ignition was never turned on, I simply winded down windows after a cleaning. Next thing the vehicle is chirping even though it was NEVER TURNED ON during that time frame.
Regards,

Viscount ******* Jr
Business Response
Date: 11/11/2024
Hello,
I can only reiterate our prior response to the issues:
Item #1: The transactions show that the autopay was off and that the account has a current past due balance of $80.25. To inquire about billing issues please contact Credit and Collections at **************. They can assist you in bringing the account current and turning the autopay feature back on. Regarding the month fee, the lease rate has been $93.60 since September 2023. Any variation in this amount is due to the applicable tax rate.

Item #2: The $35 lockout code fee was to allow you to active the interlock system so that you could bring the vehicle to a service center rather than having it towed. The state mandates the service intervals, not Smart Start. If the unit is not serviced as required by the state, the system goes into a service lockout mode.

Item #3: As stated above, the transactions show that the autopay was off and that the account has a current past due balance of $80.25. To inquire about billing issues please contact Credit and Collections at **************. They can assist you in bringing the account current and turning the autopay feature back on. There are no charges on the account in the amount of $17.00.

Item #4: The log shows engine start at 10:01:28AM, at 10:11:30AM the data log shows a skipped test. and engine stop at 10:24:01AM. The log shows that the unit was functioning properly.
The account shows that all charges are normal and customary, therefore no credit or refund is due.
Customer Answer
Date: 11/12/2024
Complaint: 22491138

I am rejecting this response because:
None of my issues have been addressed in good faith. I have again taken updated screenshots which display relevant information. This company has AGAIN charged me another month at non autopay rates directly from my credit card even though my pictures from their website clearly states I am on autopay. The update amount I am estimated to be owed now is $94.26 in fees that I have been overcharged. Also refer to other screenshots that were attached on initial Complaint. As also mentioned in the initial complaint for any future client/victim, This is my 3rd time addressing the flawed Autopay issue in the past 6 months via BBB. Each other time it has been resolved, however this time there seems to be pushback. Again refer to my prior complaints.
1. I indeed called their "Credit and Collections" number. After waiting for 10 minutes, a ***resentative finally picked up. Their job it seems is to simply tell you the amount that they see on their computer. When you tell them that there is an issue and that you would like to speak to someone to address the Autopay issue, they hang up. Before she hung up, she said the $80.25 was due to a lockout fee and that she is ready to take a credit card. Again, this is the fee that they are trying to charge me for their faulty equipment which ***** from Magic Car Sound changed herself and verified it was faulty with a Smart Start *** on the phone. I WAS INSTRUCTED by her to file for a refund which was "Automatically" denied as all Smart Start emails have done in my case.
2. That $35 dollar lockout fee charge is unjust and even your own ***resentative told me to dispute it as she notated my account that I am in the airline industry and spend weeks away from my vehicle. I have checked with the *********** and there is no requirement on their part that says I should go into lockout outside of a true violation or missed calibration appointment, neither of which apply.
3. I will reiterate that my Autopay has NEVER been off on this vehicle and my card has been pulled every month with the exception of 10/4/2024 where I had to call in and ask why my card was attempted to be pulled, only to be charged $117.40 on 10/8/2024, hence the reason I stated over $17 dollar overcharge. I have serious doubt that the screenshots are being reviewed by the company as I now have multiple pictures showing that charge which should be $93.60 at the Autopay rate.
4. I will be calling ***** from Magic Car Sound tomorrow morning. She is the agent that services my vehicle every 3 months. She is the one who sat there with me for 15 minutes as the unit was displaying faulty actions. She is the one who talked with her direct Smart Start Representative on the phone, and she ***laced the faulty unit with a new one. This is all documented by her and also the serial number on the machine should show that as I watched her swap it as she verified the info on the phone with Smart Start. She along with the lady on the other line are the ones who said to File a Refund request stating that the unit was faulty and indeed swapped.
The only resolve I will accept is that Smart Start does right by me by either fixing their website and/or charging me the correct rate monthly of $93.60, Credit my account $94.26 which is what I have been overcharged, and remove this fee of $80.25 which was incurred based off of their faulty equiptment explained in the initial complaint.

Regards,

Viscount ******* Jr
Business Response
Date: 12/17/2024
Hello, a good faith response was made to this complaint by Smart Start. The items raised by the customer have been addressed.
Customer Answer
Date: 12/17/2024
Complaint: 22491138

I am rejecting this response because: Smart Start is not only being dishonest, but also attempting to conduct fraud. As of my last communication with Smart Start via BBB last month, I have finally started to be auto-billed the correct amount of $100.62 Dollars (View attached screenshot). My issues have still not been addressed despite direct communication with ***** of Magic Sound (Product Installer/Calibrator) who is in agreement with me and has been from the time I first posted this complaint. I will again attach below my grievances. I am requesting direct help/advocacy from BBB due to Smart Start not conducting fair business. I do not want to be forced to escalate this to my family attorney, however it is in consideration. Items reattached below with a corrected dollar amount based on the difference of my attached screenshot amount; and the amount I have been getting charged prior to this month. Again, their autopay issue was an issue I brought up months ago which was resolved via BBB, just to have the issue persist. Based off of the updated calculations ($35 Lockout+$27.68 Magic Car Sound Bill via Smart Start+$21.58 AutoPay Overcharge) I am owed $84.26 Cash/Credit and I also request that the $80.25 amount they claim is "past due" removed from my billing portal as it is causing the portal to display a balance of $149.55

None of my issues have been addressed in good faith. I have again taken updated screenshots which display relevant information. This company has AGAIN charged me another month at non autopay rates directly from my credit card even though my pictures from their website clearly states I am on autopay. The update amount I am estimated to be owed now is $94.26 in fees that I have been overcharged. Also refer to other screenshots that were attached on initial Complaint. As also mentioned in the initial complaint for any future client/victim, This is my 3rd time addressing the flawed Autopay issue in the past 6 months via BBB. Each other time it has been resolved, however this time there seems to be pushback. Again refer to my prior complaints.

1. I indeed called their "Credit and Collections" number. After waiting for 10 minutes, a ***resentative finally picked up. Their job it seems is to simply tell you the amount that they see on their computer. When you tell them that there is an issue and that you would like to speak to someone to address the Autopay issue, they hang up. Before she hung up, she said the $80.25 was due to a lockout fee and that she is ready to take a credit card. Again, this is the fee that they are trying to charge me for their faulty equipment which ***** from Magic Car Sound changed herself and verified it was faulty with a Smart Start *** on the phone. I WAS INSTRUCTED by her to file for a refund which was "Automatically" denied as all Smart Start emails have done in my case.

2. That $35 dollar lockout fee charge is unjust and even your own ***resentative told me to dispute it as she notated my account that I am in the airline industry and spend weeks away from my vehicle. I have checked with the *********** and there is no requirement on their part that says I should go into lockout outside of a true violation or missed calibration appointment, neither of which apply.

3. I will reiterate that my Autopay has NEVER been off on this vehicle and my card has been pulled every month with the exception of 10/4/2024 where I had to call in and ask why my card was attempted to be pulled, only to be charged $117.40 on 10/8/2024, hence the reason I stated over $17 dollar overcharge. I have serious doubt that the screenshots are being reviewed by the company as I now have multiple pictures showing that charge which should be $93.60 at the Autopay rate.

4. I called ***** from Magic Car Sound; She is the agent that services my vehicle every 3 months. She is the one who sat there with me for 15 minutes as the unit was displaying faulty actions. She is the one who talked with her direct Smart Start Representative on the phone, and she ***laced the faulty unit with a new one. This is all documented by her and also the serial number on the machine should show that as I watched her swap it while she verified the info on the phone with Smart Start. She along with the lady on the other line are the ones who said to File a Refund request stating that the unit was faulty and indeed swapped.

Regards,

Viscount ******* Jr
Business Response
Date: 02/21/2025
Hello, a good faith response was made to this complaint by Smart Start. The items raised by the customer have been addressed.
Customer Answer
Date: 04/17/2025
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,

Viscount ******* **

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