Complaints

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

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  Smart Start

  500 E Dallas Rd Ste 100 Grapevine, TX 76051-7658

  
• 

  Smart Start

  1315 S Water Ave Gallatin, TN 37066-5016

• 

  Smart Start West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  Smart Start

  3801 N 35th Ave Phoenix, AZ 85017-4412

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:09/30/2024

  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.

  I have been required by the court to use an ignition interlock device for nearly 2 years, and as of 9/28 I was released from that requirement. Despite that fact, smartstart refuses to remove my device and required me to pay an extra $273 today. Even prior to this event, they continuously raised prices and, due to being locked in with them via contract, there was no action I could take to lower my costs. The company is a scam ran by the mob, and their trash fees prey on some of the most vulnerable people in society.

  

  Business Response

  Date: 10/02/2024

  Hello, the rules and regulations of the State of Texas
  prohibit any ignition interlock system from being removed until the interlock
  vendor receives a removal authorization from the monitoring authority. In this
  case, Mr. Talley’s account shows that we received the authorization on
  September 30, 2024; and the interlock system was removed from his vehicle on
  October 1, 2024. The charges that were incurred were due to the device not
  being serviced within the time frame required pursuant to the rules and regulations.
  This resulted in charges for a “Service Lockout Fee,” “Unlock Code Fee”, and a “Missed
  Calibration Appt Fee”. These fees were in addition to the Administrative Closing
  Fee. The account also shows that Mr. Talley was changed a “IID System Service” in
  the amount of $92.00 which is the monthly charge. Since the device was removed,
  this charge will be refunded as the monthly charge is not due for the month of
  October.

• Initial Complaint

  Date:09/30/2024

  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.

  Smart start consistently takes the money month to month and now charges for the downloads but can't send the paperwork that the *** needs to keep records current. This is now causing a suspension of license and possibly a termination from my current job because this is now the 3rd time I have had to call and have them correct NOT doing it. You sit on hold for a representative for OVER an hour just to be told you have to submit for records? Which takes another 3-5 days. This company doesn't care about it's customers. Just another dollar is the pocket for them to not do their job correctly! Ridiculous!

  

  Business Response

  Date: 10/03/2024

  Hello, our Colorado Administrative office has confirmed that the reports have been received by the state and the pending action has been cleared.

• Initial Complaint

  Date:09/24/2024

  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.

  Once again Smart startbhas added another illegitimate charge to my account for no apparent reason. This is the 3rd charge in 2 months that has been added to my account for things that I havent requested and appointments that i have not missed!!This is getting out of hand!

  

  Business Response

  Date: 09/24/2024

  Hello. The additional fees were due to missed appointments on two vehicles.

  Mr. ***** has a 2024 Chevrolet Silverado that had been serviced on August 22, 2024. At that time the next appointment was scheduled for September 20, 2024; however, the vehicle was not brought in until the following day for service. A missed appointment charge was assessed.

  The second vehicle, a 2013 Chevrolet Silverado, was serviced on July 20, 2024. At that time the next appointment was scheduled for August 19, 2024. This vehicle was not brought in for service until September 23, 2024. This resulted in the interlock device being in "service lockout" mode due to not being serviced as required by the state. A service lockout charge was assessed, as was an "unlock code" charge which allowed the vehicle to be made operational, rather than requiring a tow. A missed appointment fee was also assessed due to missing the August 19, 2024, appointment. 

  The additional charges are all valid and customary, therefore the request for credit/reimbursement is denied.

  Customer Answer

  Date: 09/24/2024

  Complaint: 22329578
  
  I am rejecting this response because:

  In response to the 2024 silverado. Why would your phone app tell me my appointment was 9/21/2024? I followed the guidelines set forth by your application. You are going against the very date you put in place! What about the august 9th incident where I was brought in for no reason other than a lock out code I didnt recieve!?  I lost extra time at work I shouldnt have lost based on your system malfunctions. I will post the photo once again of your system app, showing my date is 9/21/24!

  Please identify in the photo provided where my calibration date was 9/20/24 and i will gladly accept your response. 

  Until then you owe me $30 for that. I would also like to know why I have never recieved a response in regards to ice cream violating your machine. I was promised a call back, i know my phone calls have been recorded so please review the one where the case was being reviewed by your incident department. 

  Also why are my vehicles so inconsistent? The 2013 has a appt date on screen however the app says several days later. I get no service charges. 

  The 2024 will show no lockout code but i still get charged a service charge. 

  how does this make sense? One truck runs all the way to one hour before lockout and i get zero charges. 2024 truck shows dates that dont match and im am punished for it? 

  I want to know what being done about the violation from July. I have not drank in 8 yrs. Why am i being charged for violating because of mint chocolate chip ice cream!?

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

  

  Business Response

  Date: 10/09/2024

  Hello, our records which include the data logs, service logs, and notes in your account were used to formulate our prior response. 

  There is no change in our prior response which states:

  Hello. The additional fees were due to missed appointments on two vehicles.
  Mr. ***** has a 2024 Chevrolet Silverado that had been serviced on August 22, 2024. At that time the next appointment was scheduled for September 20, 2024; however, the vehicle was not brought in until the following day for service. A missed appointment charge was assessed.
  The second vehicle, a 2013 Chevrolet Silverado, was serviced on July 20, 2024. At that time the next appointment was scheduled for August 19, 2024. This vehicle was not brought in for service until September 23, 2024. This resulted in the interlock device being in "service lockout" mode due to not being serviced as required by the state. A service lockout charge was assessed, as was an "unlock code" charge which allowed the vehicle to be made operational, rather than requiring a tow. A missed appointment fee was also assessed due to missing the August 19, 2024, appointment. 
  The additional charges are all valid and customary, therefore the request for credit/reimbursement is denied.

  Customer Answer

  Date: 10/10/2024

  Complaint: 22329578
  
  I am rejecting this response because:

  I have no issues in regards to the 2013 vehicle.

  You are still neglecting the violation im August due to ice cream, which has no alcohol. You are also avoiding the reason explaining why I had to attend an unscheduled visit in the beginning of August. You owe me for loss of wages let alone credits of incorrect charges.
  

  I demand real answers and documentation of your logs. Please.

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

  

  Business Response

  Date: 10/11/2024

  Hello, our prior responses have addressed both vehicles as follows:

  Hello. The additional fees were due to missed appointments on two vehicles.
  Mr. ***** has a 2024 Chevrolet Silverado that had been serviced on August 22, 2024. At that time the next appointment was scheduled for September 20, 2024; however, the vehicle was not brought in until the following day for service. A missed appointment charge was assessed.
  The second vehicle, a 2013 Chevrolet Silverado, was serviced on July 20, 2024. At that time the next appointment was scheduled for August 19, 2024. This vehicle was not brought in for service until September 23, 2024. This resulted in the interlock device being in "service lockout" mode due to not being serviced as required by the state. A service lockout charge was assessed, as was an "unlock code" charge which allowed the vehicle to be made operational, rather than requiring a tow. A missed appointment fee was also assessed due to missing the August 19, 2024, appointment. 
  The additional charges are all valid and customary, therefore the request for credit/reimbursement is denied.

  There is no violation logged and there was no charge added to your account for a violation in August. There was a charge for an "Unlock Code Usage Fee" in the amount of $37.22; this was credited back to your account on September 1, 2024.

   

  Customer Answer

  Date: 10/14/2024

  Complaint: 22329578
  

  I am rejecting this response because:

  
  Please address the unscheduled appointment dated 8/9/2024 on the 2024 silverado. Also please address the lovlout violation due to false violation from ice cream. 
  You are still failing to address these.
  again I will repeat my previous statement. THERE IS NO ISSUE REGARDING THE 2013 VEHICLE 
  However you a still neglecting incidents which have recorded conversations on record. Please provide those to the necessary mediators of this complaint.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 11/15/2024

  Hello, the missed appointment has been previously addressed as follows: Mr. ***** has a 2024 Chevrolet Silverado that had been serviced on August 22, 2024. At that time the next appointment was scheduled for September 20, 2024; however, the vehicle was not brought in until the following day for service. A missed appointment charge was assessed. The account also shows that as a courtesy there have been two missed appointment fees that were reversed, one on 9-6-2024 and one on 10-1-2024, both were for the 2024 Chevrolet Silverado. 
  

  Regarding the new claim of a false alcohol violation, the account shows two failed alcohol tests on 7-6-2024 that resulted in a violation lockout. The device is designed to detect alcohol which is what it did. We cannot determine the source of the alcohol, this is why users are instructed to not consume any food or beverage for at least 15 minutes prior to a test, and to rinse their mouth out with water prior to testing.

• Initial Complaint

  Date:09/23/2024

  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.

  After a week of getting called before I wake up for my 10 hour shifts and being unable to reach them on my schedule, I was then told the only opening during my preplanned vacation was when my parole officer would need to see me. Scheduling conflicts are a part of life unfortunately, but getting someone on the phone and mentioning cancellation and reimbursement is purposefully tedious. I got an agent, got put on several minutes hold, then got transferred to silence before being hung up on (after several hello?s and having them on full volume speaker phone). Calling back, I was this time directed to post a report myself on their website and wait 7 business days to do anything further. They will have accepted your business and be taking down your card information within 10 minutes as a potential customer, and charge $40 before any goods or services are rendered.

  

  Business Response

  Date: 09/23/2024

  Hello, please complete a request at *********************************************************

• Initial Complaint

  Date:09/23/2024

  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.

  I have an interlock device with **********************. The device has been giving me problems and freezing on this occasion it froze not allowing me to blow. I took it in the shop determined it was a bad wire and seen that the device kept freezing. They fixed it. I reached out to Smart and told them and tried to get a reimbursement of the money, they dont wanna give me a reimbursement saying its my fault but the shop put in the notes that it is not my fault that it was an equipment failure and Im just trying to Those fees removed and they wont and they have plenty of information that states that it was equipment failure they can call the shop and speak to the guy that Replace the wire and put in the notes that it was equipment failure they say oh you werent in the driver seat and I wasnt. I was on the passenger side, but it doesnt change the fact that I did try to blow in the device and it froze and I wasnt able to get back in unti the blow was missed, but it wasnt missed to how theyre saying I missed it. It was missed because there equipment was filling and they wont admit to that. and they wont admit to that even after the shop put in the notes that it was an equipment failure, and not a operator failure

  

  Business Response

  Date: 09/23/2024

  Hello, your account shows that you submitted an incident report and that this has been resolved. The transaction record shows that you were issued credits on your Smart Start account for two lockout code fees @ $38.05 each; and the lockout fee @ $82.53. The total of these credits is $158.63.

  Customer Answer

  Date: 09/24/2024

  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, although it does go against the email I received from them. so I called them and the issue was fixed.
  
  Regards,
  
  *****

• Initial Complaint

  Date:09/23/2024

  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.

  This device is a complete fraud. It has proven to be defective over and over for the past 13 months. It ruined my 2018 ******* Elantra, with defective wiring and killed the electrical system and engine. It is ruining my 2024 ****** Kicks. Smart Start denies this and yet has credited me more than one time to shush me. They have switched my device a total of three times since the initial installation, free of cost, and yet "finding nothing wrong". They claim to note the account with false promises of credits but do not comply. They have harassed me, and my family over a past due balance which I have brought to their attention yet they refuse to fix. They have slandered my name and reputation, calling my mother to tell her I have the device because I was driving drunk- a vastly false and inaccurate statement! This device is a pre-trial condition ordered by my bond officer for release on 8/30/2024. I have not even been arraigned to this date, and am just dishing out money to the state and to Smart Start. It is bad enough that I have to pay this fee, but to deal with their unsubstantiated violation lockout fees, a device that doesnt work more often that it does, being told reasons by different technicians as to why the device "may not be working" when I show them the videos, and guessing at what I should do to prevent further violations??? This is a prime example of a defective product with product liability, slander, attempted extortion and other charges I intend to file in Court. Not to mention, I have not been charged and certainly will not be convicted as I was falsely arrested on 8/28/24 while attempting to help two "friends" who were in danger of a suicide/homicide situation. The cops neglected their duty to complete a safety check to protect one of those individuals who was a known police candidate/wannabe officer himself. It is undeniably a coverup on the arrest because they have yet to produce footage which will show their errors. Smart start is also a fraud.

  

  Business Response

  Date: 09/23/2024

  Ms. ************ contacted Smart Start on August 30, 2023, regarding having an ignition interlock installed pursuant to a court requirement. On September 14, 2023, the interlock device was installed in a 2018 ******* Elantra. On June 10, 2024, the interlock device was removed from the 2018 ******* Elantra by a dealership at her request, and an interlock device was installed in her new vehicle, a 2024 ****** Kick. The data logs show that this interlock device is also functioning properly. The notes in the account show that Ms. ************ refused to pay the applicable charges for removal and/or installation of the device. She later spoke with our Credit and ********************** regarding payment arrangements.

  
  There are no notes in the account indicating any report of the ignition interlock regarding defective wiring and killed the electrical system and engine. Likewise, there are no notes or data regarding the device ruining my 2024 ****** Kicks. The account does show several credits being issued to her Smart Start account on August 13, 2024. These consist of four price plan adjustments entered by the credit department, the credits were for $54.13 each. There was also a credit issued on July 24, 2024,for reversal of a violation lockout fee in the amount of $54.13; and a credit issued on June 10, 2024, for a reversal of an early service fee in the amount of $72.42.

  
  It is common practice for Smart Start to reach out to the next of kin if/when we are unable to contact the customer. The *** contact information is provided by the customer.
  ********************** cannot address the claim of Ms. ************ being falsely arrested on 8/28/24 while attempting to help two "friends" who were in danger of a suicide/homicide situation. The cops neglected their duty to complete a safety check to protect one of those individuals who was a known police candidate/wannabe officer himself. It is undeniably a coverup on the arrest because they have yet to produce footage which will show their errors. This would need to be addressed via her court proceedings.

  
  Based on the review of the Smart Start account, data logs, transaction records, and notes, Smart Start does not believe there is any merit to the claims of a defective product with product liability, slander, attempted extortion and other charges I intend to file in Court. There is also no indication that any further credits or reimbursements are due from Smart Start, therefore her request for $1,001.46 as shown in this complaint is denied. 

  Customer Answer

  Date: 09/29/2024

  Complaint: 22317168
  
  I am rejecting this response because their response is full of more lies to cover up their lies. They also cannot keep their records straight, but luckily I keep my own detailed records. I will address each lie within their response, starting with paragraph 1:

  The data logs show that this interlock device is also functioning properly.
  

  Of course, the data logs conveniently show this. As I have been told by technicians at your ****** and ******* (corporate offices), the notes are internal-view only, and not accessible to me but they "are in there" for Smart Start employees to view. On 11/10/2023 I received my first violation lockout and $50 fee added to my account. Prior to my next calibration appointment on 11/9/23, I was sick with Covid-SARS and a severe sinus infection. I called customer service to advise I had been on bedrest, and was told to come in **** and that it "was not a problem"; just to submit an incident ***ort on their website so the $35 late fee could be waived. (the only form of written communication with Smart Start). I calibrated my device one day later on 11/10/23, and yet my request for waiving the late fee was denied.
  

  On 12/1/2023, I went to the Grapevine corporate offices and told them I was irrate for having to deal with a malfunctioning device, a violation lockout fee and a late fee that was not warranted (I had missed a calibration appt due to having Covid-SARS and a severe sinus infection. I was redirected to the ****** ******** where the manager conducted tests and switched out the interlock device for a new one. He offered a few tips which are not taught in the initial training video (i.e. if the device has you blow for more than 7 seconds, it probably is not working and needs a few seconds to reset. I should just stop and wait to try again.) This was also the first time I was told that I can unplug the cable, wait a few seconds and then re-plug it in when it is malfunctioning back to back. They waived the late fee, agreeing that customer service should not have taken care of this. They did not remove the $50 violation lockout fee, however, because they could only remove one fee "whether or not it was warranted".

  Each violation lockout code is followed by a $50 fee which is automatically applied to your account and due within a certain number of days.  As Smart Start will tell you, the lockouts are supposed to happen if you do not pass a test twice in a row (say you have alcohol or mouthwash or coffee ******* or pizza in your system); or if you have 5 missed rolling tests in a calendar month. However, I have received several lockout codes and fees in the past 12 months, with not one being for alcohol or for 5 missed tests in a month. One time, I had just parked at my mother's home to drop off my daughter and seconds after I had turned off the engine - the car asked me to "blow". I thought this was a delay in recognizing that I had already turned off the car seconds prior and was outside of the car, so I walked my daughter to the home and came right back. The device told me I had just missed a test - mind you, the car has been off this entire time. Turns out, according to the corporate offices, the device can prompt you to test at any time even with the engine off! If that is not a way to trap people and extort additional money, I dont know what is!!!

  *** No, I am not just being sarcastic above^. The Carrollton and ****** office have and will tell you, do not eat pizza within ten minutes prior to blowing into the device. I also had a ********** employee ask me once if there was ******* in the coffee in my cupholder because that is also known to give a false B**.***

  Once I started seeing a pattern with the device asking for more rolling tests than usual every single month as it gets closer to the calibration appointment - and noticing glitches such as the device saying "restart" while I am already driving. Again, I have dozens of photos and videos of the device malfunctioning over the past year. I have three different mechanics who confirmed that the device caused the demise of my 2018 ******* Elantra.

  ***I purchased this vehicle in October 2020 and had NO ISSUES until October 2023- within the first month of the Smart Start device being installed. I have the receipts for all the batteries I went through (the device drains the battery), and the three electrical sensors it damaged making my car ir***arable. In fact, causing me to get two citations because I could not pass the State Inspection because of the electrical issues.***
  

  The notes in the account show that Ms. ************ refused to pay the applicable charges for removal and/or installation of the device. She later spoke with our Credit and ********************** regarding payment arrangements.
  This is clearly in reference to the installation of this device in my current vehicle... On May 20, 2024, I purchased a new vehicle after my ******* stalled for once and for all. I had already discussed trading in for a new car with my probation ******* attorney, and Smart Start due to the mechanical issues. Because I had to get a car on the spot, it was not possible to get approval from the judge or seek a transfer as Smart Start would have preferred. The dealership could not reach Smart Start on the day of purchase, and therefore went ahead and removed the device and gave it to me. I contacted Smart Start and made an appointment for installation for the following week (5/28/24).

  During the course of the week, I received a text about my calibration appointment set for 5/24/24. I contacted Smart Start and reminded them I had nothing to calibrate and that I had an installation appointment set for 5/28/24. I spent way too much time on the phone that day, to find out that the person who booked the installation appointment "only put it in the notes". They also "forgot to cancel the calibration appointment." The *** said he would fix the issue and they would have to reach out to the local office to see if they could "squeeze me in that day." I did not get a call or text back either way...
  

  On 5/27/24 in the middle of the night, my apartment was flooded due to the heavy thunderstorms, hail and tornado in my area. I sent a text ***ly to Smart Start's automated confirmation, asking to reschedule (to cover myself since they failed to do their job once again). I received an acknowledgment text that they would contact me to reschedule. On 5/30 I was flooded a second time. I also tried to call Smart Start in between the disasters but their lines were down because of the storms. My pre-trial bond officer was also aware of the situation and responded intermittently, as she wanted to make sure the device was installed on the new vehicle. She gave me a deadline of 6/10/24 to be in compliance.
  

  On 6/3/24, the bond officer contacted me because she was notified that I had missed my deadline. Clearly she did not check the dates either and got the court involved. A bond compliance hearing was set. I had to remind everyone to look at their calendar and of the circumstances (a nationally-declared disaster that was more important than a device installation, and the fact that Smart Start had messed up the appointments themselves). Ultimately, I got my device installed on June 10th in the ******* ******* which brought me to compliance with the court and vacated the hearing. At the ******* ******* I was told the device should have been returned because now Smart Start was trying to charge me for the time I had it in my possession. I told the manager I was not willing to pay anything extra and undisclosed, as Smart Start was fully aware for the past two weeks that I had the device and never once told me to "bring it in."They also tried to charge me for the removal - which they did not complete??? The manager was courteous enough to remove that fee for me, as this was clearly an error on Smart Start's end.

  
  There are no notes in the account indicating any ***ort of the ignition interlock regarding defective wiring and killed the electrical system and engine. Likewise, there are no notes or data regarding the device ruining my 2024 ****** Kicks.

   As previously stated, there are no notes either because 1) incompetent staff; 2) they do not want the customer to be privy to their findings and have to cover their tracks; 3) they want to continue to charge unsubstantiated fees; 4) all of the above

  I have asked the different ********s "why am i getting these lockout fees"? I have been told that although there is no timestamp provided, the information shows "missed tests" only. There is no record of an actual violation on file.
  

  On 8/6/24, I had a bond compliance hearing. My attorney had requested removal of the device due to no charges being filed and the discovery not being produced after all this time, but it was denied because of the circumstances. Smart Start had claimed that I had an "illegal start" in July - something that is not technically possible. Fortunately, the Bond Magistrate that heard my case could see just with a small stack of documents and videos presented by my attorney that the charge was ridiculous. He also was perplexed at the fact that a $50 fee is charged with every lockout instance - which doesnt make sense if it is only supposed to trigger with 2 consecutive fails or 5 total missed tests in a month. Everyone in the courtroom was shocked when I explained the fees, which just shows that Smart Start is doing something they are not supposed to... tsk tsk...
  

  On 9/6/24, I went back to ******* ******** and showed them all the videos from the past few days. ***** looked at the device and said he "found no wiring issues", but compared it to someone going into the mechanic with a weird noise that just wont ***licate when you need it to. He agreed that he could not confirm or deny previous jobs were done correctly; he just could not pinpoint the problem. He did look at the videos, and said it was clearly malfunctioning and that it would be noted in the account, though he wasnt sure I could see it on the customer portal. I told him how the ********** ******** had suggested that maybe the "illegal start" was due to starting the push-start engine too quickly after the device says "PASS", and how the ****** ******** had suggested leaving the device unplugged overnight, particularly during the super hot or cold months.

  ***** reconfirmed that unplugging the device to reset it is fine, as long as it is not done while I am driving. He also said the number of seconds waiting should not be an issue, as you are good to start once you get the "PASS" message on the screen. What he suggested was leaving the ** off until the car engine is started, because it may be draining too much at once. Also leaving other cables unplugged while starting. Well this was also news to me - while shutting down what the other technicians had said... adding to the confusion and proving that ***** knows how to properly troubleshoot or fix the number of possible issues that come with this device. Before I left that day, we talked about how cars are so computer-based now as opposed to older vehicles. Smart Start was made - perhaps - to work with those older vehicles that do not have a push start engine, that do not have electric everything. They might not be so compatible with cars nowadays.
  
  Smart Start cannot address the claim of Ms. ************ being falsely arrested on 8/28/24 while attempting to help two "friends" who were in danger of a suicide/homicide situation.

  No you cannot address the claim just as you should not make false presumptions on my character or my situation, in a shady attempt to harass me into paying these fees. Fees that I have asked you to prove to me they were warranted - on multiple occasions. Fees that you know **** well are not warranted. I had one of your *********** employees hang up on me in July when I was on the phone because I said I had pulled all bank statements and compiled the invoices, payment history etc from Smart Start and was not paying these additional fees. So unprofessional and evasive. The manager at the ********** ******** felt bad and called them back to request an extension because he knew everything I have gone through with this device.
  

  According to probation ******* as of earlier this month, I had 18 illegal starts. She is aware that I have been fighting this battle with Smart Start but they are hard -to-reach, change what they say vs. what they note on the accounts, and have very deceptive methods. Just as t this will be publicized on behalf of myself and other victims to this monopolizing fraud of a company.

  In conclusion, Smart Start is full of malfunctions and possibly incompatible with today's technology. They have somehow managed to monopolize the state's preferred vendor list, even with these faults. I should have a choice between 2 or more ignition interlock device companies. Why is it that Denton County Community Supervision & **************** steers everyone toward Smart Start? Is there a kickback referral somewhere? 

  Smart Start technically owes me a car. I will gladly take this to a class action level, if need be. So for now, I am sticking to my initial demand for payment and I will take everything into consideration. I also want a full investigation into Smart Start's practices, including but not limited to their fee schedule, their "algorithm" and standard practices, and a resolution on this "outstanding balance" that is incorrect.

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

  

  Business Response

  Date: 10/02/2024

  The data logs are automatically generated in accordance with the state program rules and regulations. Smart Start has no ability to alter these logs which are made fully available to the monitoring authority. The service dates are mandated by the state program, if a unit is not serviced as required within the allowable time frame the device will go into lockout mode and late fees will be charged.

  
  Customers are instructed not to consume any food or beverage, other than water, for at least 15 minutes prior to a test. When a test sequence is initiated, you have several minutes in which to take the test.  When turning off your vehicle you should check the device display to see if the unit is showing a restartcountdown timer, or if it is in the process of requiring a breath test. This is all part of the training provided.

  
  As stated in our initial response,there are no notes, any documentation, receipts, or any indication of a unit malfunction or issues with the operation of your vehicle. No photos, videos, or statements from any mechanics have been provided to Smart Start. Smart Start customers are also able to post notes in their account directly via our client portal if they feel documentation is necessary. If/when a claim is made of vehicle issues, Smart Start will inspect the installation of the interlock device to ensure that the system is wired correctly. If a problem is beyond the scope of our abilities, we would inform the customer to have a certified mechanic to inspect the vehicle so that we can determine if the interlock system is causing an issue, and if so, we would determine the best course of action to resolve the situation.

  
  Again, as stated in our initial response, Based on the review of the Smart Start account, data logs,transaction records, and notes, Smart Start does not believe there is any merit to the claims of a defective product with product liability, slander,attempted extortion and other charges I intend to file in Court. There is also no indication that any further credits or reimbursements are due from Smart Start, therefore her request for $1,001.46 as shown in this complaint is denied.

  
  

  Customer Answer

  Date: 10/07/2024

  Complaint: 22317168
  
  I am rejecting this very vague response because: is it a BOT answering? The response is repetitive, at best...

  I currently have a bond compliance hearing that has been set up due to false reportings to Denton County CSCD of "illegal starts". Again, HOW?! The device is setup to prevent the ignition start without blowing into the device properly and long enough to PASS. Not only would I not be dumb enough to tamper with a court-ordered device that is ran by robots, and can add fees and lockouts to my account whenever they want to, but I HAVE NO WAY TO OPERATE MY VEHICLE WITHOUT FOLLOWING THE PROCESS ABOVE. Again, what is an illegal start? I've asked three of your branches now, and they have been unable to respond.

  The "data logs are automatically generated" per Smart Start's response...?

  WELL THEN, how come when I asked about the first violation lockout fee last year, (i.e. why was it imposed?) I was told that information could not be released... yet, the last several times that I've had these lockout fees added (which, by the way, are incorrectly named because not once has my car actually been locked out and therefore should not be subject to the lockout fees)... but why did several of your staff and management tell me they actually can tell "there are no alcohol/breath related violations"; that the violations have been for "missed tests only", and that there is no time stamp available??? How in the world can a company be so entitled and above-the-law that they can just make these allegations, add unsubstantiated fees to my account, and not be held accountable or to the same standard as any other business or individual who has the burden of proof???

  Now in response to their statement: "customers are instructed not to consume any food or beverage, other than water, for at least 15 minutes prior to a test." Yes, and you are also told that a lockout and subsequent fee will only be added after two consecutive failed tests and/or five missed rolling tests. And yet, anytime there is one little issue or glitch with this device... anytime it is almost time for the next calibration appointment and the device becomes hyper-sensitive... a fee just appears along with the lockout code?

  In response to their statement: "As stated in our initial response, there are no notes, any documentation, receipts, or any indication of a unit malfunction or issues with the operation of your vehicle." 

  I KNOW!!! That is why I said that they are a bunch of liars. On the phone they will agree to note the account. In person, they will troubleshoot the device, even replace the device, and have told me each time, "YOU WILL PROBABLY NOT BE ABLE TO SEE THESE NOTES IN THE PORTAL BECAUSE THEY ARE INTERNAL ONLY." Yes, I can write my own notes within the portal - and have - but what good does that do?
  

  As for, "No photos, videos, or statements from any mechanics have been provided to Smart Start."

  OH YES THEY HAVE! IN PERSON! I have also mentioned this to the customer service and the credit and collections departments, but that can probably only be veriied by pulling the call logs which I intend to do if they want me to...

  In addition to the incident reports that I have filed online, I have tried over and over to email SMART START through every email I could find, media contacts included. They are all NO REPLY emails so they can just continue their little scheme. I have asked for an email where I can send information to and have been denied this request. At one point, they gave me a fake email. Isn't that professional?

  I am attaching just a glimpse of what I have dealt with and what I will unveil to bring this company down. I am not backing down after everything they have done to me and to other innocent people. This is also being shared with the court. Thank you.
  

  Customer Answer

  Date: 12/16/2024

  Complaint: 22317168
  
  I am rejecting this response because: 

  Good Evening,

   

  Due to their faulty machine and blurry camera causing disruption and false reporting to the probation **** and court, I had a compliance hearing again on 10/22/24 during which I explained to the Judge and the State that I have filed complaints against Smart Start and am planning on suing them (for having a faulty product and no intent or effort to resolve the issues). 

   

  The judge agreed he could see the camera quality was very poor, and the start/stop results and alleged violations did not make sense. I reminded the State and the Judge that Smart Start claims to have "no notes" and "no findings (of anything wrong)" and yet have troubleshooted and/or replaced this device multiple times per my request, and the techs have told me that "although they cannot replicate the issue on-site", there was clearly an issue as documented in my photos and videos... 

   

  With backup from my attorney, we asked and the court granted an Order forcing Smart Start to replace the device along with the camera. This time, I went into the corporate Grapevine location and got everything recorded on audio (as my attorney suggested since Texas allows audio recording without consent - as long as I am the other party involved)...

   

  I am still having issues (11/12 was my latest documented glitch). However, they did replace the camera and device again on 11/1/24. Below is the court order for your records. Also attached is the main recording in which you will hear the tech admit that "the other techs did not know what they were looking for" and that "I know what is wrong"... 

   

  The technician found that day, a miswiring among a few other "possible issues" although he could not replicate the exact issues - likely because there are too many and they vary. 

  
  Regards,
  
  ********* *****-******

  

  Business Response

  Date: 12/17/2024

  Hello, our Texas management team has been provided this information. The notes in your account also detail these issues. If you are having issues with the ignition interlock device please contact Smart Start as soon as possible and/or speak with the Technician at the shop so that we can identify and address any problems.

  Customer Answer

  Date: 12/23/2024

  Complaint: 22317168
  
  I am rejecting this response because:

  The business is not even responding to the actual complaints or making any effort to resolve. Am I still talking to a robot? Again, I have gone in-person and spoken to several technicians, managers, and even came in with a court order and the piece of c*** device still malfunctions. They are just continuing to rip me off.

  Additionally, my car is currently inoperable and has been since 12/4. My last calibration was 11/26/24. I went out of town for almost a week, returning on 12/1. On 12/4 my daughter and my pregnant self were hit by an 18 ******* that turned like an idiot and crushed the left side of our vehicle. Smart Start knows my car is being repaired because they authorized the removal of the device on 12/5. Last week, I called credit and finance **** and customer service ****s to ask for options as my car is not expected to be completed anytime soon- therefore the 12/26 appt needs to be cancelled. I explained that repairs were delayed until 12/16 due to the driver trying to change the story and responsibility. All in all, their insurance finally accepted liability and agreed to settle outside of court but the shop is waiting on the payment to come in. I have no vehicle to calibrate, obviously... but Smart Start insisted they cannot reschedule the appt and the car will go into lockout mode by 12/29. Those cynical idiots told me "dont worry, the lockout fee is one time on top of the late fee." I told them I am not paying any fees and can calibrate next month to stay in compliance. They referred me to their admin via text chat - even more frustrating...

   In the chat, Smart Start contradicts themselves by saying I have to pay the monthly fees and other fees as long as the device is installed in my vehicle. I pointed out that based on their response I am not subject to those terms because the device is not currently on the vehicle - something they allowed to take place for repair purposes. The employee/bot then said the vehicle would have to be inoperable - and asked if that was the case (again, I had already said this more than once). Once again outsmarted, the employee did not know what to say and returned to his script they clearly follow. He said I would need a court order to have this removed - again, the device was already removed. 

  
  
  
  Regards,
  
  ********* *****-******

  

  Business Response

  Date: 01/09/2025

  Our prior communications have addressed each complaint raised. The monthly lease fee will continue to accrue as long as you are in possession of the equipment as detailed in the lease agreement. This is regardless of if/when a device is brought in for service/calibration as this is a month-to-month equipment lease. If the vehicle is inoperable you can arrange for a technician to retrieve the device, you will need to coordinate this with our credit and collections department that you can reach directly at **************. If the device has been removed, it will need to be returned to Smart Start as soon as possible. Regardless of if the unit has been removed, you will be charged the monthly lease until such time the device is returned. Any late fee or violation fees can be addressed with our credit and collections department.

• Initial Complaint

  Date:09/23/2024

  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.

  July 29th I had to get my car towed to ******* because no power was going to the smart start head unit even though the car was working fine otherwise. After replacing the battery and alternator in the vehicle beforehand I had to tow my 2019 ****** Rouge to the nearest Smart Start ******************* ****************** where Medy Vuquoc the head tech let me know that the person who installed my smart start interlock device the first time had wired it incorrectly. He spoke with the area manager (State of **********) for Smart Start and he agreed I should reach out for a refund. Ive had issues with the device not powering on or working properly for months before this and have been on the phone with smart start trying to find resolution. Smart start reinstalled the equipment and charged me for it saying I could reach out for a refund. Its been almost 2 months and over 10 phone calls. Ive been given the run around asking for a tow bill and then waiting for money to be deposited in my account. Im looking for reimbursement for the *** Installation $150, Consumable Parts Fee for $10, 2 *** Installation Up charges for $100, 2 *** early service fee for $43.88, sales tax $25.22 the tow bill for Ready Tow $341. Considering Smart Start that installed the equipment incorrectly 10/20/23, asked me to reach out to them for a refund when they reinstalled the equipment correctly 7/29/24, and now refuse to refund me though Ive spent hours on the phone and in person dealing with this problem is not only financially crippling but is deteriorating my mental health as well. For a company that is supposed to be helping people drive safer on the roads, Ive never had to fight so hard to drive my car on the road at all. Ive tried to work with smart smart spending several hours on hold trying to connect with a person who deals with reimbursement and all I could get is an email from ************************************** whose last communication was 8/30/2024 to let me know my tow was working.

  

  Business Response

  Date: 09/24/2024

  Hello, the tow reimbursement for $341.00 and two early service fees of $21.94 each have been approved and will be entered into your Smart Start account as a credit. Since the installation was done by an independent contractor and not paid to Smart Start, we do not reimburse any of those costs as the installation was completed. If you wish to contest that charge you will need to do so with the installer.

• Initial Complaint

  Date:09/09/2024

  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.

  Smart Start owes me $312 in lockout/towing fees as of Jan 29, 2024. The refund was supposed to be processed within 6-8 weeks. It is now September 9th, and I still have not received my check. I had the device removed from my vehicle in January. It is absurd and inexcusable that I am still having to deal with issues from this company. Getting someone on the phone is nearly impossible, and wait times are egregious. I do not want to spend hours on the phone reliving this experience to advocate for myself, nor should I have to. The refund was approved, and there is no reason I should not have received the money by now. I nearly missed Christmas with my family because the faulty device caused my car to break down on the way to the airport. The day I arrived home, it did the same exact thing 5 minutes from my house after I had paid to get it fixed and recalibrated. This company is extremely predatory, and they can get away with it because of the nature of their products. Do not use their interlocks unless you have no other choice.

  

  Business Response

  Date: 09/12/2024

  Hello, our records show that the check was issued in March and is still outstanding. We have put a stop payment on the check and a replacement check will be sent out this week.

• Initial Complaint

  Date:09/09/2024

  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.

  On 9/1 I had trouble starting my car. After disconnecting the handset and reconnecting it, my car did start, but it had an error message if Recall 3 which indicates there is a handset issue. This error message didnt go away and the device never asked me to retest, but my horn went off indicating I missed a test. I took my car in to be serviced on 9/3 and they replaced the device. I submitted an incident report to get the $50 missed test fine removed since this was a device issue, but ********************** said that there was a positive alcohol test so they would not refund. That positive test was false and I was able to start my car later the same day without any violation lockouts. Smart Start has acknowledged that test had nothing to do with the violation lockout and the violation lockout was due to the faulty device, but still will not remove the fine.

  

  Business Response

  Date: 09/10/2024

  Hello, a credit of $58.70 was issued to your Smart Start account on *********.

  Customer Answer

  Date: 09/10/2024

  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:09/06/2024

  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.

  Smart start customer service is so unbelievable it should be called customer stress. I've been dealing with them for months and dread anytime I have to contact them. They give false information and getting ahold of anyone feels impossible but when I have finally gotten ahold of someone, they are incredibly rude and uneducated in their job. They have given me a lot of false information and sent me in circles and didn't put my appointment in the schedule like they said they did and I received a text with date and time of my appointment then when I showed up to the shop, the shop said they never put it in and it wasn't in their schedule. Then today, I went to TWO different smartstart locations that were non existent. I went to the one I've been going to every month since my installation and they are no longer their and had no address update. Then I went online and googled the next closest smart start and that one was 10 minutes away and non existent as well. I then called customer service and the only option I could get ahold of an actual human was the installation department and they couldnt help me at all but transferred me to service department and **** *. (If that's her real name) only gave me addresses to the smart starts I already showed up at that were non existent and the only other address she gave me said it was closed. I then asked to talk to a supervisor and she absolutely refused and would not let me then said her supervisor won't talk to anyone. My lockout date is tomorrow and smartstart is a mon-fri business and I'm going to get locked out due to the false information and no helpful customer service. This will leave me locked out of my vehicle for several days and maybe even longer as I can't afford any extra fees.

  

  Business Response

  Date: 09/10/2024

  Hello, a review of your account shows that you were able to receive service on September 6, 2024. Your account also shows that you have a past due balance resulting from non-payment of the monthly lease and state fees. There are no lockout fees showing on your account.