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

  120 E Borden St Cookeville, TN 38501-5211

• 

  Smart Start

  2415 Highway 41a Byp Ste A Clarksville, TN 37043-3936

• 

  Smart Start West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  4290 Cameron St Ste 5 Las Vegas, NV 89103-3768

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:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite submitting documents below as requested by Smart Start, proving that their interlock device locked my car when it shouldn't have, and reported a violation which never occurred, this company refuses to reimburse the $411 cost of overriding the inaccurate lockout, but much more importantly, refuses to reverse the violation which never occurred, has repeatedly claimed that they can't do this, despite the **********************************, which mandated the device, saying repeatedly that only Smart Start can do this, and despite 4 calls, Smart Start has refused every time to let me talk to a supervisor, with no explanation given. They simply refuse. This is clearly an illicit company, shielding themselves by being a government mandated device.

  

  Business Response

  Date: 05/30/2025

  Hello, your account shows that the violation lockout was not due to a unit malfunction of the Smart Start ignition interlock. The notes show that you filed an incident report requesting we reverse the lockout charge and pay for you having your vehicle towed to Smart Start, however, your also stated in the incident report that "I also received a violation because while my electric car was being repaired the Tesla dealership had to remove the device and re-install it to do the repairs."  Regarding the "violation" Smart Start does not have the ability to alter log data. Since this situation was the direct result of the Tesla dealership, your request for reimbursement should be directed to them. Further, as stated in the response to your incident report, in part: "Smart Start does not issue credits or refunds for violations that may have been caused by a mechanic, service provider, or any third party. The state establishes the ignition interlock rules and regulations, not Smart Start. The state requires that any violation of the program be logged, and that the unit enter lockout mode in accordance with state regulations. When a unit is in lockout an additional service must be provided by Smart Start, therefore you are charged for that additional service."

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got this IID installed at *************** and Auto under an agreement that I get 50% off 1st month lease and the prepaid amount of $40 to go towards the first month lease. I was also told that monthly payments are $102; specifically, $51 biweekly. The lease says that. The first payment should be: $102 (monthly lease)-$51 (50% off 1st month lease as shown on receipt that incorrectly calculated that 50% off 1st month lease is $25.55) - the prepaid $40 (as correctly shown on the attached receipt)- $1.34 (tax)= $9.66 for the first month lease. However, my online portal incorrectly states that my next bill is $54 on 5/26/25. I only owe Smart start $9.66 for the first month lease with the deductions that I agreed to upon getting this IID installed in my car. This $54 upcoming payment is incorrect . These issues must be corrected pursuant to our contract; otherwise, I will be filing a suit for breach of contract, due process violations, and retaliation. Smart Start is an agent of the state and federal government and thus can be sued under 42 U.S.C. 1983. Furthermore, I will contact the PA **************** the relevant state and federal funding sources for Smart Start, and the Better Business Bureau, to have Smart Start's license revoked--similar to what happened with Intoxalock--and to have its funding cut off if this company does not fix these issues and stop trampling on my rights, money, and contract. Trust me when I say this: my next bill should be on 6/14/25 for the initially agreed-upon amount of $51 plus $9.66 for the first month lease that I have not yet paid, and did not pay on 5/14/25 (when the *** was installed). Accordingly my next bill is on 6/14/25 and equals a total of ***** for a two week lease. Thereafter my payments are $51 biweekly for the lease. Fix all this and I will not file a suit. Keep being unethical and I will get Smart Start's license taken, its funding taken, and compensatory and punitive damages for loss of income and psychological damages.

  

  Business Response

  Date: 06/03/2025

  Your account is being reviewed by our credit and collections department. You can reach them directly at ************ for a detailed account statement.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a interlock ignition system to be installed on my 2023 ***, it worked on the day I drove it home. The next day it wouldn't allow the car to start. I had concrete trucks coming to pour concrete for a new carport of which the car was sitting in. The car couldn't be moved, After 4 hours of trying to get it started and calling the shop that installed it and smart start I was told to have a wrecker haul the new car back to the shop. The car finally started after all of this by having to push the start button on the car approximately 30 times. We cancelled the wrecker service moved the car poured the concrete and called smart start back. Which after all transfers and non answering supervisors I finally got ahold of a person that told me they would pay to have it transfered to another vehicle and that they would take their monthly fee out of what they owe us (all of this is on their recorded lines). The shop couldn't even get the *** to start. Well guess what I had to pay to have it transferred to the other vehicle. Then smart start calls and says I owe them for the montly fee of ******. Even though they owe me ****** for the transfer to the other vehicle. Then I get an email stating that it will take them 6-8 weeks to return my money for the ****** to transfer the vehicle. Another 2 days of calling and either getting passed around or NO Supervisors answering or returning any of the previous messages left on their answering machines. This company shouldnt be in this business. I guarantee they wouldnt wait for their money for the monthly fee for 6-8 weeks after it is due so why should I have to wait this long for the return of my money that they owe me! Every phone number listed for them has the same answering program in place and you never get to the person that can help( no ceo's or high up contacts listed). What a great company that screws the people who have no other option. Please help **** in todays economy everyone needs every dime they have.

  

  Business Response

  Date: 05/23/2025

  Hello, per the notes in the account our Credit and ********************** called and left a message regarding the refund request. The notes also state "client was notified of refund on 5/20/2025" after this was approved by our ************ Manager. Please contact *** at ************ if you need further assistance.

  Customer Answer

  Date: 06/02/2025

  Complaint: 23360276
  
  I am rejecting this response because: They sent an e-mail but never sent the money as they said they would and you cant reply to email
  
  E ******
  

  
  

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

  

  Business Response

  Date: 06/03/2025

  Hello, per the notes in the account our Credit and ********************** called and left a message regarding the refund request. The notes also state "client was notified of refund on 5/20/2025" after this was approved by our ************ Manager. Please contact *** at ************ if you need further assistance.

  As stated, please contact *** at ************.

  Customer Answer

  Date: 06/06/2025

  Complaint: 23360276
  
  I am rejecting this response because:

  I did not receive a phone call or a refund yet.  This response is also being rejected because Smart Start absolutely lied when they said they would use the money paid toward the transfer of the device on my future monthly payments. Now they dont want to refund the money they owe me for 7 to 10 weeks AND charge me my monthly fee. The device initially not working in my car was not my fault, it was Smart Starts... why do I have to pay almost 400 dollars out of my own pocket plus my monthly fee and wait 10 weeks for my money back when it was Smart Starts fault the device didnt work in the first place? Good thing I'm not a single mother with kids. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:05/21/2025

  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.

  I was recommended Smart Start by my Probation officer I proceeded to speak to a representative and sign up due to needing the device. I was charged and never received a device or installation. I was told the device was delivered to *** in *******, ** to go ahead and pick it up, I went to the *** in *******, ** and was told the device was not there. I then proceeded to call smart lock on 05/09, 05/10, 05/12 and 05/20. I never once received a call back or confirmation that the device was going to be installed or even where the device was. I proceeded to go elsewhere and get a device due to needing it but I'm still being charged by Smart Start and I do not even have a device with them. I filled out a refund request on their website today 05/20/2025 due to never hearing back from anyone. I am wishing to get this resolved because it has caused hardships on me and I no longer need services from smart start as they never started and yet I am still being charged.

  

  Business Response

  Date: 06/18/2025

  Hello, your account has been reviewed, and a refund will be issued to you. You will be contacted by our credit and collections department to confirm the refund and mailing address.

  Customer Answer

  Date: 06/20/2025

  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,
  
  ******* ********

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was transferred over 9 times. They have several charges they can't explain. I asked them to review my payments, and they keep sending the same invoices with no explanation. The customer service representatives are horrible. I was charged $50 for missing an appointment that was never made. all of my calibrations were done on time. Also, over $100 in fees that no one can seem to explain or review with me. I have worked in customer service for over 20 years and have never had a worse experience. I have never made an official claim with any company until now.

  

  Business Response

  Date: 05/23/2025

  Hello, your account shows that during your appointment on December 28, 2024, you scheduled your next appointment for February 22, 2025. On February 22, 2025, you did not come in for your appointment, rather, you came in on February 25, 2025, which is why you were charged a missed appointment fee. The charges on your account are all normal and customary charges related to the monthly lease agreement. Your account shows the ******************************************* was removed on May 13, 2025, and the account shows a zero balance.

  Customer Answer

  Date: 05/25/2025

  Complaint: 23344672
  
  I am rejecting this response because: I never made an appointment for recalibration. The service center states that they did not have an appointment scheduled for me either and never reported missing an appointment. Smart start cannot make an appointment for me not knowing my schedule. It's my understanding that this is common practice for smart start to do as an effort to collect more money
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/30/2025

  Hello, per our prior response: Your account shows that during your appointment on December 28, 2024, you scheduled your next appointment for February 22, 2025. On February 22, 2025, you did not come in for your appointment, rather, you came in on February 25, 2025, which is why you were charged a missed appointment fee. The charges on your account are all normal and customary charges related to the monthly lease agreement. Your account shows the ******************************************* was removed on May 13, 2025, and the account shows a zero balance.

  The Smart Start system does not allow for a service to be completed until a "next appointment" is scheduled. The Service Ticket and the Ignition Interlock Monitoring Report from your December appointment shows the "next appointment date" as being February 22, 2025. These are electronically generated reports. Your client portal also shows future appointment dates, as does the interlock device itself. The account also shows that you were a Smart Start customer since May 3, 2024, and that "next appointment" dates had been scheduled at every service appointment.

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smart Start claims that on 3/24/25 I missed an appointment to calibrate my ignition interlock device. However on 3/24/25 I went on three separate occasions to the service center and was turned away all three times because they were too busy for me. I called Smart Start that day, 3/24/25, and asked if it was ok to have my calibration done on 3/25/25, when the service center had availability for me. Smart Start said that was not an issue. Subsequent to getting my calibration done on 3/25/25, as communicated with Smart Start, they charged me $55 on the next invoice as a "Missed Appointment Fee." When I called to inquire as to why I had been charged, I was told by Smart Start that this was a new policy. However this policy change was never communicated to me when the supposed change occurred, it is not included in my lease agreement with Smart Start, it was not communicated to me on 3/24/25 when I spoke to Smart Start and asked them if I could come in the next day, 3/25/25, and was given the ok. I filed a complaint about the charge on April 3, 2025 and received an email stating I would receive a reply within "5-7 business days." I never received a reply. So I filed a second complaint, and still received no reply. Today I was informed my account has been locked for non-payment, despite never receiving an answer. So I filed a third complaint. This is all very typical behavior of this company. They change policy on a whim. They implement new fees who's sole purpose is to make the company more money. And they get away with it because they know that their clients are dependent on them to be able to drive. I want the $55 removed from my account, and I kindly request that Smart Start treat their clients better.

  

  Business Response

  Date: 05/09/2025

  Hello, after reviewing your account a credit has been issued for the missed appointment fee that was assessed in the amount of $59.38. Please contact our credit and collections department to resolve any pending amount due, they can be reached directly at ************.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 16 2025 I had to have my car towed back to there dealer to fix the device that was installed the day before.They refuse to pay the$165 tow charge.

  

  Business Response

  Date: 05/09/2025

  Hello, Smart Start will reimburse the tow once we receive a tow statement from a licensed tow company. As stated in the response to your request: Tow receipts must be from a licensed tow company that is registered in your state to legally conduct towing services. The tow receipt must include an itemization of the tow charges, including mileage, cost per mile, pick-up, and drop-off locations.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this is the second complaint *** filed against this company this month. Where they have finally fixed my car, which was sitting at one of their licensed representatives for almost four months, now they havent sent in my paperwork to get my license back in compliance, which they said was sent in when this was resolved 10 business days ago. This has now added another two weeks onto my suspension time and cost me another $250 in ***** due to their compliance team neglecting to send in the paperwork needed to reinstate my license. I have called ********************** three times in the past nine business days after countless calls to ******* daily seeing if its been received yet. I was just on the phone with a representative who just hung up on me when I requested to speak to a supervisor (11:28 EST, 5/2/2025). This company is completely messing with my life for over four months now with stress levels, added monetary hardships, and complete disregard for their customers and their lives.

  

  Business Response

  Date: 05/09/2025

  Hello, per our records ******* was notified of compliance on April 21, 2025. Smart Start re-sent the notice of compliance to ******* on May 7, 2025. 

  Customer Answer

  Date: 05/09/2025

  Complaint: 23278011
  
  I am rejecting this response because:
  Whereas you might have filled out the paperwork on 4/21/25, it was certainly not sent in on that date. I called PennDOT multiple times every single day since 4/21/25 to see if my license was restored, and it wasnt. This caused me another two full weeks of having to use ride shares due to the negligence of the the company, and I feel as if I should be compensated for your company failing me, again. 
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/14/2025

  Per our prior response: per our records ******* was notified of compliance on April 21, 2025. Smart Start re-sent the notice of compliance to ******* on May 7, 2025. Smart Start cannot control when ******* acknowledges receipt and processes the paperwork.

  Customer Answer

  Date: 05/14/2025

  Complaint: 23278011
  
  I am rejecting this response because:
  Per the director of Ignition Interlock for the state of ************, it takes 48 hours to process after you send the notice of compliance, so therefor, regardless of what your records might say, it wasnt sent in on April 21st. It was processed May 9th, which falls under your company resending the notice on May 7th. Your companys negligence to send it in on April 21st caused me to have to ride shares to get to work and live my life for an additional two and a half weeks, which I feel your company should reimburse me for the money I had to spend in those two weeks, which amounts to $366.24 in rides paid for. 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I extremely regret choosing smart start as the company to go with. They were dishonest about the process in which you could rectify issues. You are unable to talk to a manager when calling customer service. They will direct you to file a dispute and wait 5-7 business days for them to come up with best excuse to not do anything. I was told I received a lockout in December even though nothing indicated that there would was a lockout. My device malfunctioned and wasnt sending or receiving a signal. I had no idea. They still made me pay for the lockout??? They told me to dispute it just for them to explain to me that they would not reimburse me. That was an ongoing issue for months. They will not let you talk to a human. You have to wait 5-7 business days for an email Today I blew into the device and failed. 2 minutes later without changing anything I blew into the device and passed. I called custom service and again was told to file dispute. I know that dispute will lead to nowhere.This company is money hungry and doesnt really care about the customer. They complicate the processes on purpose to excuse their faulty equipment.Ive been sober since before the device was installed. Theres no reason that I should have failed any test.If youre considering smart start please go with another company unless you like headaches and wasting money.

  

  Business Response

  Date: 05/09/2025

  Hello, we are unable to view the data logs from your device until you come in for service and the data is downloaded. You will need to have the download done before the countdown timer on your device expires, otherwise your vehicle will be disabled which will require an unlock code (additional fee) or a tow. You will need to file an incident report so that we can research the nature of the violation and determine if it was a valid violation or if a unit malfunction occurred. 

  A credit has been issued to your account for the service lockout fee that was assessed on 4-1-2025 as a courtesy. It is important that you check the payment and lockout dates regularly to ensure that your account is paid up to date so that you can avoid additional service lockout dates. If you see a discrepancy in the dates, you should contact Smart Start immediately at **************.

  A prior service lockout charge from 3-4-2025 was already reversed and credited back to your account.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/6/2025 I had Smart Start installed on our vehicle. The issue began when my wife who does all the driving because at the moment my license is still suspended so I can't drive. My wife has lung disease and in the process of seeing if she has cancer. She can't blow it's either not long enough or hard enough. She has doctor appts to go to, so we decided I would try to get my license at a later time and have the device removed. I called the place where it was installed and asked to bring the vehicle in to have it removed. We were told they couldn't just remove it, that we needed to call Smart Start we called them and every time they said they needed to put us on a brief hold they would disconnect the call. We tried numerous times to get help, then one ***resentative said we needed permission from ***. We called *** got the run around there then was transferred to the compliance department and spoke with a *** that said we didn't need their permission to voluntarily have it removed and told us to call Smart Start. Again we called numerous times, hung up on multiple times and was told we needed to fill out a form to have it removed and it can take up to 3-5 business days. This has been a nightmare to say the least. **************** is the worst I've ever experienced. All I want to do is take this off my vehicle so my wife can drive to her dr ****** They have zero compassion they are rude and only want to refer you to the website or dmv. Nothing but the run around. So frustrated stressed out and sick over this. I'm waiting for the 3-5 business days but I bet I still don't get what I need to get this taken off. Seriously considering getting a lawyer. Hey have you by the you know what.

  

  Business Response

  Date: 05/12/2025

  Hello, per our Operations Manager for *********, you will just need to contact the local service center and inform them that the conditions on your account have been released by the state. You can schedule the removal directly with the shop.