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

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  Smart Start Ignition Interlock

  3990 Teays Valley Rd Hurricane, WV 25526-9078

• 

  Smart Start Ignition Interlock

  530 New Creek Hwy Keyser, WV 26726-9524

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:09/06/2024

  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.

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had to use smart start for a couple of years. Originally had interlock in old car, was unable to start the car and racked up a balance which ended up being paid in full. Got a handheld, went to jail and didn't use the handheld for months. Got out and I understand I was still being charged, BUT to force me to pay the full balance and choose NOT to service the interlock in my vehicle? What an absolute criminal company. Two separate devices, and not allowing me to return the handheld UNTIL the balance is paid makes absolutely no sense. You're going to force me to keep the device that has a balance on it and keep adding to that unpaid balance????? Then not let me get my vehicle interlock serviced which is a separate device? Tried to contact a supervisor multiple times and "*****" told me it is a process that I can leave a message and they'd get back to me in a few days. WHAT COMPANY HAS NO SUPERVISOR ON DUTY TO HANDLE SITUATIONS???? She said "I didn't say he wasn't on duty, I said it's a process" is that why this manager is not in his/her office able to answer the multiple calls from me? Absolutely shiesty company. I had issues with them when I was just receiving the handheld as well, charged me to ship a device TWICE after it got returned (issue had nothing to do with me). Useless and unhelpful are what the employees of smartstart have shown and I hope this gets to a higher up supervisor that is competent enough to solve such simple issues.

  

  Business Response

  Date: 09/06/2024

  Hello, we understand that **************** was incarcerated however the lease fees for the equipment that he leased from Smart Start continued to accrue as long as he was in possession of the equipment. The account shows that the majority of the past due balance has been paid, and his vehicle was serviced on September 4, 2024. If further assistance is needed please reach out directly to our credit and collections department.

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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 was arrested on August 24, 2023 then finally released on May 28, 2024, for a total of nine (9) months UNABLE TO MAKE PAYMENTS. Smart Start then sold my debt to American Profit Recovery who is refusing payments and demanding 9 months of $$859.98 IN FULL!, preventing me from starting my car and driving to work! SMART START WILL NOT START MY CAR TO DRIVE TO WORK UNTIL I PAY IN FULL!

  

  Business Response

  Date: 09/10/2024

  Hello, you will need to speak with the collections agency as they are now handling your account, not **********************. If you need to speak with Smart Start's credit department, please call **************.

  Customer Answer

  Date: 09/13/2024

  Complaint: 22227767
  
  I am rejecting this response because:
  I need a payment plan.
  Regards,
  
  ******* ******

   

   

  

  Business Response

  Date: 09/23/2024

  Hello, to arrange for a payment plan please contact our credit and collections department, their direct number is ************.

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been fraudulently charged multiple times for actions/services that were never provided!2 separate occasions. Including onw appointment that was not normally scheduled and cost me valuable time at work. There is no proof of these services provided to me in any document form.

  

  Business Response

  Date: 09/06/2024

  Hello. The account shows that a "unlock code usage fee" was charged on 8-22-2024 in the amount of $37.22. This was credited back to the Smart Start account on September 1, 2024. I have entered a credit for the missed appointment fee of $31.91, you will see these credits and be able to use them for future services.

• Initial Complaint

  Date:09/03/2024

  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 a smart start interacting lock. I was suppose to have it removed after my last reading 8/23/24.i got my reading I have had no violation since the one i had when I first got it.i got an email from smartstart saying I had a violation on 8/7/2024 when I mailed them my receipt it was in the garage they then said the violation was 7/11/24 I missed a test first if all I never got the violation for either because your car has to calibrated in 5 days or your car won't start then they said my violation reading went to ********* so that is why I never received the violation that is not my fault Now I have to kerp it on 60 more days for no fault of my own I have all my payments taken our of my checking account and I get my calibration on time this is going to cost me almost ****** now also I can't talk to anyone at smartstart they never answer I sent an incident report to them and I want ti see my violation I never received they are taking my money unjustly

  

  Business Response

  Date: 09/06/2024

  Hello, a review of your account shows that your log file you had 4 violations, three due to a mechanic and one before that.  Due to your conditions being set to ********* instead of PA, your device allowed for more violations to occur before it actually locked you out.  This, in the long run, saved you a lot of money.   You can contact the ****** shop, they will have all the information you need if you need to speak with a person about this, but management has worked hard to ensure that you can remove after your final download on 9/10/2024 and you get your license back. 

  Customer Answer

  Date: 09/06/2024

  Complaint: 22221975
  
  I am rejecting this response because:
  
  Regards, to smart start for right now I wany to make sure on 9/10/2024 I am cleared to get my license and not have to keep paying ***** for final download and ***** for the extra month if this happens I will accept there offer and remove them from the claim
  
  *******************************

  Customer Answer

  Date: 09/18/2024

  Complaint: 22221975
  
  

  The smartstart is still over charging me saying I owe ****** I just paid ***** 8/7/2024 and also ***** on 8/27//2024 they are trying to make up for there mistakes.

   
  Regards,
  
  ******* ********

  

  Business Response

  Date: 09/23/2024

  Hello, your Smart Start account shows that the ignition interlock device was removed on September 17, 2024, and the account shows a zero balance. The account has been closed.

• Initial Complaint

  Date:09/03/2024

  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 interlock device in vehicle two times now device not working properly causing me to miss work. The device was placed July 28 or around that date. Two weeks later the device showed that I had not paid when I called them they stated my account was updated a gave me a code an had to go back to place to have recalibrated. While I was there the *** said that was his fault that it did that. Then stated that he pushed it out to September *******. When I got into vehicle on 8/29 the device showed exchange expired an would not allow me to start vehicle. Called smart start a they informed me that everything was good an attempted to help buy telling me to unplug device then undo battery. I spoke with 2 people plus the supervisor. Then I was notified since nothing was working that I had to have my vehicle towed a they would review a possibly reinstate the money to me for the tow. None of this is my doing all my things are up to date an I shouldnt have to pay for their mess up let alone miss work.

  

  Business Response

  Date: 09/03/2024

  Hello, I received the incident report and the receipts that you submitted. A credit has been entered to your Smart Start account for the tow reimbursement, unlock code fee, and the payment to the shop for the service. 

  Customer Answer

  Date: 09/10/2024

  Complaint: 22220269
  
  I am rejecting this response because:
  I have not received any payment for something that was not my fault. 
  Regards,
  
  ******* ***

  

  Business Response

  Date: 09/12/2024

  Hello, credits were issued to your Smart Start account on ********. The credits were for a reversal of the lockout code ($38.19); Tow reimbursement ($317.20); and Reversal of the early service charge ($25.00). As a result your account now shows a remaining credit balance of $221.72 which you will be able to use for future services.

  Customer Answer

  Date: 09/12/2024

  Complaint: 22220269
  
  I am rejecting this response because:
  I asked for a refund not a credit. I would like the funds back into my bank account. 
  Regards,
  
  ******* ***

  

  Business Response

  Date: 09/23/2024

  Hello, to request a refund rather than a credit please contact our credit and collections department, their direct number is ************.

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an interlock device installed on August 1, 2024. The next payment due populated for August 27, 2024.I called the business to inform them that I get paid on September 1, 2024 which is a Sunday. My account was overdrawn so I explained that I would not be able to submit payment until Friday August 30, 2024- only 3 days.After being transferred 6 times, I finally spoke with someone who agreed to accept and my account would not be locked out BEFORE August 30, 2024. On August 27, 2024 my account was locked out. Today is August 29, 2024 and I have been trying to reach someone to accept payment unsuccessfully. The automated prompts serve no purpose. You just waste time pressing numbers on the phone. After almost ten minutes, I selected the option to be called back. I was called back and tried to explain that the due date is only 27 days after installation and I had requested an extension because nobody gets paid on the 27th and payday is a Sunday. I was told that an extension doesn't matter and I had to pay an additional $10 because I had an agreement. I was pretty composed until this point. They make it so you cannot pay online if you are locked out, AND paying online isn't an option, the only options are to call and be extorted out of $10 each time you have to make a payment or auto pay every 14 days. They DON'T tell you this PRIOR to installation.I do no suggest anyone use this company if you have financial issues, it's difficult to get over the phone assistance. So I would have to call and pay an additional $10 twice a month because I can't do autopsy.1)Give people the option to pay online so we are not shelling out money we barely have.2)If an agreement is made to extend payment due to a payday falling on a Sunday, don't tell the customer that extensions don't matter.Had they explained this before hand, I would not have agreed. I want my $10 back.

  

  Business Response

  Date: 09/06/2024

  Hello, the account shows that payments are currently up to date. If you wish to use the automatic payment feature in our client portal you can activate at your convenience. If you choose to pay via phone you will incur a processing fee.

• Initial Complaint

  Date:08/27/2024

  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.

  Ive been charged an extra $70 dollars for missed appointment dates even though *** arrived to get my device recalibrated during the ***** ******* No one ever called me, emailed me or asked me to schedule appointment date and time to come to get it recalibrated. You guys just pick a random date and time without asking paying customer if that fits their schedule. I would understand if it was for a lockout but neither one was I locked out. I was out of town for work on the days you guys schedule me for my next appointment without even asking me if that worked for me. *** reached out to costumer service team to get better idea but they all tell there is nothing they can do. If the place I get my truck calibrated is based off walk in basis only why am I paying you for missed appointment dates. If it was inconvenient for the service shop I get it if they actually asked me to schedule a date and time to come for next appointment but smart start is actually adding it on to my bill. Then the service shop is charging me additional $25 dollars for service. How does that make any sense, why do you guys have a ***** period but I still get charged for it? Your costumer service team hangs up on nor has an answer. I request to speak with manager but apparently yall dont have managers is what ****** told me. Who again didnt have a reference number or last name to provide. This is ridiculous how you can charge someone extra fees for missing appointment date and time but no one schedule appointment with me. You cant just schedule one yourself with speaking with customer to see if that time is available. I need a refund for my $70 dollars for missed appointments when I never missed one. This here is getting out of hand with the extra fees you charge.

  

  Business Response

  Date: 08/28/2024

  Smart Start charges customers for missed appointments. Appointments are scheduled every time you come in for service and are included in the service ticket that you receive and/or you can look at via our client portal. If an appointment needs to be rescheduled, you must contact Smart Start prior to the appointment to do so. The ***** ****** has to do with the mandatory state reporting ******s, if you go beyond the ***** ****** the device will lockout as this is a violation of the state program rules and regulations as established by the state. The $25 service fee is a charge collected by the service center for their services, this is not collected by Smart Start. 

  Customer Answer

  Date: 08/28/2024

  Complaint: 22204192
  
  I am rejecting this response because: How can you make an appointment with someone but never ask them when they will be available. You guys cant make pick an appointment date without making sure that date and time is available for the client? Your verbiage needs to be corrected. Its not appointment its a mandatory procedure. Nor is it a ***** period because there isnt any *****. I need my refund because nothing was ever communicated to me about my availability for this appointment. 

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

  

  Business Response

  Date: 09/03/2024

  As previously stated, Smart Start charges customers for missed appointments. Appointments are scheduled every time you come in for service and are included in the service ticket that you receive and/or you can look at via our client portal. If an appointment needs to be rescheduled, you must contact Smart Start prior to the appointment to do so. The ***** ****** has to do with the mandatory state reporting ******s, if you go beyond the ***** ****** the device will lockout as this is a violation of the state program rules and regulations as established by the state. The $25 service fee is a charge collected by the service center for their services, this is not collected by Smart Start. 

  Since the next appointment is scheduled while you are at the shop for service any issue with the date and time should be addressed with the Technician at that time.

• Initial Complaint

  Date:08/23/2024

  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.

  I have been a Smart Start Customer now for over a year and my experience has been incredibly awful. This will be the second complaint I am filing with in a 365 day period. On 8/10/24 my device stopped working for no fault of my own. I then had a towing service take my vehicle to my shop to get the device replaced. This resulted in a $200 bill. I filed an incident report and attached a picture of the bill and I got an email saying there was no bill attached and to email it. I emailed it and the response I recieved was that the email box isnt being monitored. I then had to file yet another incident report. I was told the feel will be credited to my account during my next service appointment which is scheduled for October and I will probably get the device removed before that. I call Smart Start using the appropriate extension and am constantly sent to voicemail where no one returns my call. I tried another extension and asked for a supervisor- went right to voicemail and the line disconnected before I could leave a message. This whole experience is incredibly unfair and the only way to get anything done with them is to resort to filing a complaint. My ask is that my $200 is refunded in a check or to my banking account on record and I dont feel that is unreasonable. I would NEVER recommend this company to anyone who is in need of ignition interlock!

  

  Business Response

  Date: 08/26/2024

  Hello, our records show that the refund of $200.00 was entered onto your Smart Start account on *********. 

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the smartstart ignition interlock device installed May 12, 2023. It remained there until August 13, 2024. It was supposed to be only 1 yr !But that's for later.During this time (after init. admin fees) the monthly calibration costs $91 and swithched iut with a new unit. "Every other month I was given defective units. Even the vender agrees with that stmt....to start my car I must give a breath sample, 3 minutes into the ride I must give another, then if it fails, I must immediately give another. This units kept failing the second samples and passing me on the 3rd.I'd file incident reports to have this taken off my bill ($85 each violation) they would not except for maybe 3. How can I start my car with a passed sample then get a failed(violation) then immediately pass the 3rd?They gave me the runaround, excuses, etc. They were demeaning treating me as if I were an idiot. Also it is impossible to speak to anyone on the company other than the staff who collects your money.Finally, at removal time, NOT ONE Vendor had time for me, so SmartStart is trying to bill be for another month of unit rental !! Furthermore, on top of the removal fee, $59.50, they billed me $83.30 an amount for which no one will give me an answer. PLEASE HELP ME RECOVER THE MONEY THAT SMRT START BLATANTLY ROBBED FROM ME OVER THE 15 MONTHS. And they know the client will do anything to comply, so they do whatever they want knowing the client can't do ANYTHING about it!!I am not the only one to which this has happened! If ii was actually drinking I'd take my lumps but I was not and I need the money I was forced to pay them for bogus violations returned to me.Thank YOU

  

  Business Response

  Date: 08/20/2024

  Hello, the account transactions show that the $83.30 charge was reversed, as was the month of unused service in the amount of $91.19. The account is now closed and shows a zero balance.