Complaints
This profile includes complaints for Smart Start's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 472 total complaints in the last 3 years.
- 218 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/01/2024
Type: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 transactionRegards,
***** ********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: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: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 ******* JrBusiness 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 ******* JrBusiness 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 ******* JrBusiness 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 ******* **Initial Complaint
Date:10/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been waiting on hold for multiple hours for multiple days and transferred over and over with the Smart Start call center without finding anyone that knows what to do or how to help me. I cannot use my car because the device isnt working. I had to take it in before and paid out of pocket for services that were only temporarily fixed. The device isnt working again. I was told those fees would be canceled and returned to me as it was determined it was your device was malfunctioning. I havent gotten my money back nor can I drive my car. I need help. *** doesnt your company care?Business Response
Date: 11/01/2024
Hello, the lockout fees were credited back to your Smart Start account on 10-25-2024, this included two violation lockout charges of $81.56 each; and two lockout code charges of $38.06 each. Currently your account shows a credit balance of $139.37.
I will have an ************ Manager reach out to the customer as soon as possible.
Customer Answer
Date: 11/13/2024
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:10/25/2024
Type: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.
Went in for a monthly calibration, the contractor charged me ****** without authorization to "complete" the calibration. They applied a over inflated lease fee to the account. I have called multiple times and had no call back from there billing department. The customer service is not good with ability to do very little ********* is now due for calibration but with no resolution I am not comfortable being potentially out funds without notice.Business Response
Date: 10/25/2024
A review of the account shows that all charges appear normal and customary. The account is currently paid up to date. If you need further information, please contact our credit and collections department directly at ************Customer Answer
Date: 10/25/2024
Complaint: 22472387
I am rejecting this response because:
Response was the charge was for August and sept..I was up to date with my payments at the time of service and no lease fee was due. I was charged unknowingly 272 dollars which was unauthorized. Instead of the 30dollar transaction I approved when giving the contractor my card. The lease fee was 237 so the 272 charge doesn't even make sense. This is clearly a mistake made and the refusal to acknowledge this is beyond unprofessional.I have uploaded the documents proving this.
they said everything was normal, but you can clearly see normal transactions and typical amounts.
I was overcharged unknowingly, and after I was disregarded.
When I called the number provided they told me everything was fine and pushed me to customer service, to dispute charges. **************** has directed me to billing for the same thing.
Regards,
***** *****Business Response
Date: 11/04/2024
Hello, as stated in our prior response: A review of the account shows that all charges appear normal and customary. The account is currently paid up to date. If you need further information, please contact our credit and collections department directly at ************.
The notes in the account show that Mr. ***** spoke with our collections department on October 25, 2024, and was advised: EXPLAINED TO CLIENT BALANCE IS FOR NOVEMBER. CLIENT UPSET BECAUSE HE WAS CHARGED FOR 2 MONTHS IN AUGUST. ADVISED CLIENT LOCKOUT DATE WAS ADVANCED 2 MONTHS AT THAT TIME. CLIENT CONTINUED TO TALK OVER ME. I ENDED CALL
If you need further information, please contact our credit and collections department directly at ************.
Initial Complaint
Date:10/25/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently move to a new state which requires documentation from the vendor of 1 year of interlock device usage for people with a DWI on their record. To do so, I had to contact SmartStart to request the 10 year old records. On three separate occasions I waited on hold for over 90 minutes (longer than the initial estimated wait times of ***** minutes) and finally hung up. On the 4th try, after waiting almost 2 hours (estimated 80 minute wait time) I finally contacted a person.This person said they put in my request and I would hear back within 3-5 business days. When I asked what happens if I dont hear back, or if they were unable to correctly process my needs the person ***** said just call back. I explained the absurd lengths that required, he said, sorry but thats it. I then asked for his employee ID and his supervisors name, or for him to connect me to his supervisor, he said that he would not do any of that. So after almost 8 hours of waiting on hold, I have no idea if I will get my needs taken care of. And I can neither complain nor compliment this employee. There seems to be absolutely NO CUSTOMER SERVICE.This has all occurred from 10/12-10/24 2024.Business Response
Date: 11/04/2024
Hello, according to the notes in your account all of the required documents have been sent to the State of **********. Please let me know if you need anything else.Customer Answer
Date: 11/05/2024
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. For the sake of future clients, I do hope that they address the wait time for customer service. But I am happy with their response and resolution here.
Regards,
***** *****Initial Complaint
Date:10/25/2024
Type: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 9/23/2024 I contacted Smart Start in regards to getting a quote for their services, after being pressured to spend money when I told them I didnt even have a car to utilize their services I was misled by sales *** about deposit. I have not nor will not ever use their services, I have made many attempts to contact SmartStart, via telephone and leaving a note on their 1/2 functioning app. I want my $40.00USD refunded from company due to me not using their services.Business Response
Date: 10/25/2024
Mr. ******** contacted Smart Start on September 23, 2024 and scheduled an installation appointment for October 7, 2024 on a 2005 Chevrolet Express. Smart Start confirmed the appointment with the shop. Mr. ******** did not appear for the scheduled appointment and has not contacted Smart Start until October 13, 2024 when he posted a note on his account stating: I am requesting a full refund of $40.00 USD to my **** made on 09/24/24. I am unable to secure a vehicle and monetary stability for your program. I feel I was pressured and sold by representative. If no response will open claim with BBB. Thanks.
At the time of scheduling the appointment Mr. ******** paid a non-refundable enrollment fee. Due to having scheduled the appointment and failing to cancel the appointment prior to the date scheduled, the request for refund is denied.
Customer Answer
Date: 10/25/2024
Complaint: 22469521
I am rejecting this response because:
A) I did reach out and after a 70 minute hold time notified representative ***** of cancellation.
B) I never author
Regards,
********* ********Business Response
Date: 11/11/2024
Hello,
Per our prior response: Mr. ******** contacted Smart Start on September 23, 2024 and scheduled an installation appointment for October 7, 2024 on a 2005 Chevrolet Express. Smart Start confirmed the appointment with the shop. Mr. ******** did not appear for the scheduled appointment and has not contacted Smart Start until October 13, 2024 when he posted a note on his account stating: I am requesting a full refund of $40.00 USD to my **** made on 09/24/24. I am unable to secure a vehicle and monetary stability for your program. I feel I was pressured and sold by representative. If no response will open claim with BBB. Thanks.
At the time of scheduling the appointment Mr. ******** paid a non-refundable enrollment fee. Due to having scheduled the appointment and failing to cancel the appointment prior to the date scheduled, the request for refund is denied.In order for Smart Start to have processed the payment Mr. ******** would have had to provide the credit card information to our program advisor. Again, this is a non-refundable enrollment fee therefore the request for refund is denied.
Customer Answer
Date: 11/12/2024
Complaint: 22469521
I am rejecting this response because:
I was misled Smart Start agent about deposit price and that it wasnt refundable.
Once again deceitful tactics. Ill take my $40.00 refunded on same card they are speaking about.Regards,
********* ********Initial Complaint
Date:10/23/2024
Type: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 daughter has been literally on the phone for 2 days getting put on hold, saying she will receive a call back. Nothing happens. We are at the point of exasperation. She needs them to send a form and they are just unbelievable with their run around. She has called over 30 times, waits for hours, gets through, put in hold. Hung up on. Very terrible.Business Response
Date: 10/23/2024
Please have your daughter reach out to *** *******, Director of Field Quality Control at ************************************Initial Complaint
Date:10/22/2024
Type: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.
Main issue with this first complaint is the financial aspect. They were to issue me a refund within 7 to ten days and it's been over 35 now. I call the number they have online ********** and I only ever get told I need to talk to someone else. Well they transfer me to voicemail and they never callback. I have been trying now for a month and I have logged 7 hrs 45 min in time on the phone trying to get my refund. I find this concerning because their specifically targeting us individuals who made a poor choice and condemning us to this horrible and illegal services. They are very clearly not making themselves available and their website has the only "refund" section to fill out a refund request but that says, 60 day wait but I don't believe it because they can't even call back when they promise to, and it's a pattern, so I'm exhausted.The other problem I have is they were suppose to give me a copy of my 4 month compliance to DOL but then I called and they said they don't even know what that is. It's crazy to think they'd even say that but the reality is I feel like smart start, and I can only imagine other *** services, are preying on us. Charging unsure **** *** already on a person whose starting with nothing. It's become a huge stress for me and there's have been a few times I thought about drinking again because life just doesn't make sense anymore. I feel like after 5 years of compliancy and this is how I get treated by their business? I won't even go into my complaint about the Washington State patrol but they weren't any better. Log. Story short because the d never got that 4 month compliance, my license got suspended, resulting in a charge for driving without an interlock, when I should have had that removed 2 years ago. They're intentionally making our lives h*** because they know without their documents a court won't believe them..please I need help. Even my attorney is trying to ***** my eyes out for 2500, to make a call .. please help with this.Business Response
Date: 11/11/2024
Hello, please contact our credit and collections department at ************** regarding any billing or refund questions.Customer Answer
Date: 12/05/2024
Complaint: 22455276
I am rejecting this response because: I have used that number before. It's on ******. Not special or anything when I call, I inevitably always get someone who doesn't know or can't help, then they send me to this number, where I have left several messages (both my attorney and I have) and they don't call back. Or they have, but never during a window of time that works. I'm very specific with my availability but they've not really responded much.
Regards,
****** *******Business Response
Date: 12/11/2024
Hello, as previously stated, please contact our credit and collections department. Their direct number is **************.Business Response
Date: 12/17/2024
Hello, the direct telephone number for our credit and collections department is **************. The main phone number for Smart Start is **************.Initial Complaint
Date:10/21/2024
Type: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.
Theyre attempting to make me keep their service longer than Im legally required to. Im eligible to get their product removed from my vehicle on October 20th, *** tried for the past week to make a removal request to get met with sorry were encountering an internal error message. I finally get the request to go through and they say its going to take 3-5 business days before Ill get my reply back on if my removal is approved by them. In the removal agreement it states that based off of violations they can deny your removal request. Ive had equipment malfunctions the entire process, their equipment isnt reliable and Ive had 2 violations refunded. Im not legally obligated to have their product after the 20th and basing things off of how theyve gone since the installation I refuse to pay and deal with the product longer than I legally have to. Its not right for them to constantly have internal issues, equipment malfunctions, and slow customer service in order to get things done properly and efficiently. I dont want to type all this out, I dont want to make a complaint, but unless you go through this process NOTHING gets done. Youre constantly sent in circles and no one will help you. I wouldve set the appointment up over a week ago but I didnt want to jump the gun and jinx myself. I just want to be done with them.Business Response
Date: 10/23/2024
Hello, our records show that the unit was removed on October 22, 2024; and the account shows it is paid in full. The account has been closed.
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