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:07/02/2024

  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.

  7-2-24 I called ** DMV twice to verified when my final download would be, they told me it would be June 6, 2024.The download was performed 6/6/24 by Smart Start.** DMV informed me that processing would be 7-10 business days (>6-20-24). I never received the two letters that ** DMV said I would get. On the eleventh business day I called and was informed that no download data had been received from Smart Start. From 6/21/24 7/1/24 I tried multiple times to find out where my data is and where or if it was ever sent to ** DMV.After spending 30+ or 40+ minutes on hold, I was able to tell my situation to the customer rep. **** informed me they would have to transfer me to *********** The result of that transfer sent me back to step #1 again...over and over the same result. Transfer transfer. Rinse and repeat.Also from 6/21/24 7/1/24 ** DMV sent two emails to Smart Start requesting my download (6/24 and 6/28). When I called 7/1/24 the ** DMV said no reply had been received from Smart Start from the emails.On 7/1/24 I requested via Smart Start text option, I was able to request a resend which I was told it would take 3-5 business days to process. More delays. Im schedule for a unnecessary 7th month payment 7/6/24. Coincidence? Short of notifying my lawyer, what is the delay? What more can I do?I went to every monthly calibrationaccount balance is zero.

  

  Business Response

  Date: 07/11/2024

  Hello, our records show that the final download was transmitted to the State of Kansas on July 1, 2024. Our customer service team states that the state will then mail **************** an authorization letter. We also show that the ignition interlock was removed on July 3, 2024. The account has been closed with a zero balance.

• Initial Complaint

  Date:06/25/2024

  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 had Smart Start installed on my car for 6 months. There were multiple issues around the removal of the device. First, the device was removed on 5/31 but it was not processed in their system until 6/8. This was due to the shop not knowing the proper procedure for processing a removal, to which I was told the shop was "not properly trained". I spent hours on the phone with Smart Start reps and the shop. It was a nightmare and incredibly frustrating to navigate. After finally confirming removal, while I was attempting to make my final payment I was informed that Smart Start does not prorate and that this is stated in the agreement. The section this is listed in states "Technician reviews each line with client. Client initials each line for understanding" and yet this section contains no initials in my agreement because it was never reviewed with me by the technician. It also states, multiple times, that the agreement ends upon removal of the device and yet they will not prorate, which is not only contradictory but unethical. They are ceasing services and access to the product and website, yet still charging clients beyond the date that the agreement terminates. Furthermore, while attempting to make my final payment I was told there was a $10 service fee for phone payments. Due to the lack of training at the shop I was not even offered a chance to make a payment in person upon removal as I should have been (which would not have had a processing fee) and since my account is terminated I also cannot make a payment online. You would think that since I have to pay through the full month that I would at least be able to make an online payment. They will also not accept payment via mail. So my only option, thanks to technician error and their flawed website portal, is to make a payment via the phone and pay their unnecessary fee. The business ethics of this company are highly questionable especially given the circumstances of their customers.

  

  Business Response

  Date: 07/11/2024

  Hello, I apologize for the delay in responding to this complaint. I have obtained approval from our accounting department to have a refund of the final months fee to be processed in the amount of $102.95. As you are aware we do not pro-rate the monthly fees, however, since the error was on our part the refund of the full month, rather than partial, seems appropriate.

  Customer Answer

  Date: 07/12/2024

  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. However, Smart Start should consider changing their policy regarding prorating their monthly fees as it a more ethical policy since the service and product cannot be used once it is removed. Should the business continue to not prorate they should at least allow customers full access to their online accounts, including the payment portal, until the end of the final month.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/24/2024

  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 had this device for one month, had just blowing, had to go back to service, charged $87, I complain this a money grab, I would like this refunded, I have not had a failure, just blowing issue. I need this refund.

  

  Business Response

  Date: 06/25/2024

  Hello, a credit for the lockout fee of $80.25 was applied to your Smart Start account. If you continue to have issues blowing into the unit, please ask your technician to provide additional training.

• Initial Complaint

  Date:06/24/2024

  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 installed an *** in my vehicle on 6/7/2024. Per the contract, service appointments are supposed to be monthly. Per smart start customer service my device must have been calibrated "incorrectly" because rather than having until my service date only the installation form of 7/3/2024 (And I technically have 5 days from then before lockout) my device is set to lockout on 6/24/24, just 17 days after my install. To make matters worse, my device was installed in a way that when I open the door it will turn on. I found out that a failure to provide a breath sample within the first 5 minutes results in a violation with a 72 hour lockout and a violation charge. Per the ** DMV, not providing a sample and choosing to not start the car IS NOT A VIOLATION. This is a predatory practice by smart start to get additional fees from violations. The way smart start has wired my vehicle means I cannot even retrieve an item from my car without having to provide a breath sample or catching a violation if I simply grab my item and close the car door to walk away. I also have all my invoices and bills from install and the first month of payments. I also have receipts from me paying for these bills. However, my smart start account shows I have a passed due balance of over $120 with no bill or explanation of what that charge and balance is. I have spent seversal hours on hold already with Smart Starts customer service and attempted repeated contact just to get hung up on by support staff when I explain the errors and question the legitimacy of the failure to start violation. I went through the *** process once before, a few years back, and failure to provide a breath sample to start the vehicle is again NOT A VIOLATION.

  

  Business Response

  Date: 07/11/2024

  Mr. ********* account shows the lockout fee was credited back to his account on *********. The account currently shows a credit balance of $32.02.

  Customer Answer

  Date: 07/25/2024

  Complaint: 21890441
  
  I am rejecting this response because:
  

  This does not address the $140 fee I was charged when I went to have the violation cleared. The tech could not explain to me what the charge was for, only that it was past due. Smart Start has yet to provide a receipt or response to my request to explain what the past due amount was. I had the device installed, and my account was ************************ with a $140 past due amount that no one is willing to explain to me. On top of that, my interlock is still not on the right service schedule. The appointments Im given to have the device calibrated do not match when the device is stating it needs to be calibrated and entering its lockout mode. Further more, I have shown up to my local service center to try and have this issue resolved and to get my monthly calibration to no avail. 5 out of 5 times I have shown up during the business hours, and even for a scheduled appointment and the shop was closed. The phone number for the shop has a full voicemail so I cant even leave a message. This is a disgrace of customer service and I am frankly appalled by the lack of support from Smart Start. 

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

  

  Business Response

  Date: 07/30/2024

  Hello, your account does not show a charge or payment for $140.00. The only non-reoccurring charge was $31.91 for a missed appointment fee that was charged on 7-27-2024. The account shows a current past due balance of $127.40. You will need to contact our credit and collections department at ************** if you have any questions or would like to make a payment, or you can pay via our online portal. Regarding scheduling, this is done at the local shop or you can also call us at the same ***** number for assistance.

  Customer Answer

  Date: 07/30/2024

  Complaint: 21890441
  
  I am rejecting this response because:
  
  there was a charge to my account on 6/24 for $207.26. Of that amount, $79.76 was from the FALSE violation that was credited back to my account. The other $127.50 has yet to be explained to me as anything other than past due. My apologies for stating $140, as I did not have my account open at the time to check the exact amount. Not sure how I have $127.50 in past due charges when the device was only installed on 6/7. Credit services, customer service, and everyone else I have attempted to speak to has yet to provide an explanation of this charge or even a receipt for it. I expect an explanation and a detailed invoice on what this charge is for. Second, there is no visibility into the credits applied to my account. So while on your end you might see I was credited for the false violation, on my end there is no record of it. 
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 08/13/2024

  Hello, please contact our billing department directly at **************. They can provide you with a reconciliation of your account.

  Customer Answer

  Date: 08/27/2024

  Complaint: 21890441
  
  I am rejecting this response because:

  I Have had it with this company. I have had 3 violations caused by faulty devices. I am now on my 4th device in 2 months, and this one too is experiencing issues. These faulty devices have caused nothing but headaches, as well as three false violations. One from install, one while trying to charge my cars battery, and one while getting gas. I was also charged a missed appointment fee because my service center was closed the day of my appointment and is often closed during regular business hours for no apparent reason. There have been several times I have shown up to have my faulty devices serviced, just to find the shop closed when it is listed as open (No reason not to be open at 2pm on a Thursday when hours are listed 9a-5p M-F). Smart start has been problematic crediting me for these violations that were caused by no fault of my own. How can you charge me for an a violation caused by install, and when I call billing they say Oh, the past due balance was for a violation that says here it was caused by technician during install. So you knew it wasnt my fault, but happily billed me and collected the money for that violation. Then when I process a charge back because it has not been refunded yet, you reapply the charge and fine me $32 for the charge back. If you refunded me for the violation that YOU stated was caused by install, I would not need to process a charge back. I also dont appreciate the customer service reps ******** about multiple Incident reports. I had several incidents that needed to be refunded, and per the representatives instruction I submitted 1 claim for each incident. Then, I show up for my appointment today, 8/27, and I cannot have my unit serviced because a hold was placed on my account for the chargeback. So now, I will incur another missed appointment fee (even though I was there, it was smart start preventing service) and I do not have another day off from work until late next week, so I am going to inevitably be locked out of my car and have it towed to be serviced. But I cant get it serviced until the chargeback is cleared from my account. I refuse to pay for a violation caused at install. This violation needs to be refunded so I may continue to have my car serviced.
  
  
  **** *******

  

  Business Response

  Date: 09/10/2024

  Hello, as previously stated, please contact our billing department directly at **************. They can provide you with a reconciliation of your account.

  Customer Answer

  Date: 09/21/2024

  Complaint: 21890441
  
  I am rejecting this response because:
  
  your customer service has been absolutely horrendous. Billing was a nightmare and it took several hours across several days to get matters resolved and it ended with a $32 chargeback fee. I managed to finally, seemingly resolve everything (except the chargeback fee) but only after well over 20+ hrs of phone time. Extremely dissatisfied. 20+ hours to get money back for a violation your customer service *** was telling me was an installer error. So you knew it wasnt my fault but still made me jump through endless hoops. Why?
  
  **** *******

• Initial Complaint

  Date:06/24/2024

  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.

  As you can see all the receipts for fees paid. I was overcharged several times for lockout fees. In October 2023, the vehicle was being repaired for a month at *********** in ********, **. I was charged a $75.00 lockout fee plus two $35.00 unlock codes plus $18.62 in taxes. In March ********************************** my vehicle. I had to arrange for a friend to take the device to Pueblo (one hour drive) and get me a new device. That one worked but locked me out. It was a Friday and they gave me a 4 hour lock-out code. I had to get another extended lockout code for 72 hours because 5 Star Auto in ****** was closed so they couldn't recalibrate it so I was charged 2 $35.00 lockout fees, a $20 early service fee, and $14.44 in tax on 3/26/2024 plus I had to miss work to drive BACK UP that next week. My vehicle broke down AGAIN on 5/3/24 and I refused to try and get it fixed after having several people look at it as there would be lock-out codes and I didn't have the money to deal with it another month. I called on 5/6/24 AND submitted online ticket request to have the device removed. I waited over 90 minutes on the phone and was eventually told you could NOT service it OR remove the device because my car was in **********, ********, TOO far for your techs to go. As a result, I had to pay $400 to have my vehicle towed to 5 Star Auto in ****** and pay $312.67 on 5/30/2024 to have it removed (the day before I took vehicle). The next day, 5/31/24, 5 Star Auto wouldn't take it out until I paid them $100 and you're STILL showing I owe you $64.02 as a result. I had to buy another vehicle on 5/4/24 and paid Intoxilock, another company $89 to put their device in the other vehicle. I got pulled over without the device on 5/7/24 and got my license taken for a year because of this whole incident. I DEMAND ALL of my money back, $1,398.02 and will be working with Legal Shield - Riggs, *****, ****, Turpen, *************** law firm out of ****** if I don't get the full refund here.

  

  Business Response

  Date: 06/25/2024

  ****************************** had an ignition interlock device installed in his vehicle on September 7, 2023, as a requirement of his Driver' License reinstatement. The ******************************************* program rules and regulations are established by the State of Colorado, and the interlock device must log skipped tests and that the unit must "lockout" based on parameters set by the state for skipped and/or positive tests are recorded. As stated by ******************************, his unit went into lockout mode due to skipped tests, therefore the unit required an additional service so that the data could be downloaded, the unit be reset, and the data be transmitted to the state. This results in the addition of a lockout fee. Further, when a unit is in lockout, the state allows for a temporary lockout code to be used to allow the interlock device to allow a vehicle to be driven to a service center. ****************************** submitted an incident report to request a refund of the lockout fee and lockout code fees, this request was denied as the fees were not due to a unit malfunction. Violation lockout fee requests when caused by a mechanic must be addressed with the mechanic. A review of the data logs show the unit was functioning properly throughout the month of March. There are no notes in the account showing ********************************** contacted Smart Start to report any problems with the operation of the interlock device. As stated in the complaint, there were vehicle issues that required repair, these were all unassociated with the ignition interlock device therefore any costs for repairs, towing, and inconvenience would not be the responsibility of Smart Start. Regarding the complaint about fees and payments, the $312.67 was a past due balance, and the $64.02 is the removal authorization fee that is still showing as a past due balance. The statement concerning your being pulled over and having your license taken for a year would need to be addressed by the ******** of ***** Vehicle as they determine eligibility for driving privileges, not the interlock vendor. The request for a refund of $1,398.02 is denied.

  Customer Answer

  Date: 06/25/2024

  Complaint: 21887091
  
  I am rejecting this response because:
  

  The DEVICE DID stop working in March 2024 and I had to have it replaced with one from 5 Star Auto. It was not any MISSED TEST, the device simply STOPPED WORKING! I had to get a new one and then it took two lock-out codes, one with a 72 hour extension in order to PAY to get it recalibrated when it was YOUR FAULT!
  You NEED to refund my money.

  Also ensuring everyone who needs this goes through Intoxilock as they are a far superior company. Thank you!

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

  

  Business Response

  Date: 06/26/2024

  The data logs do not show any unit malfunction that caused a violation lockout. The data logs were reviewed and show the unit was functioning properly. 

  Customer Answer

  Date: 06/28/2024

  Complaint: 21887091
  
  I am rejecting this response because: your response is not adequate. Your data logs are WRONG! I can tell you 100% that the device would NOT LET ME BLOW and retest WHILE I was driving to work on a Friday. I had to stay AT WORK while a friend drove 15 minutes to come get the unit FROM MY CAR and take it to ******, a one hour drive. He then brought the new one to me and it gave me a lockout code with 4 hours when the place that does the servicing, 5 star auto, isn't open until Monday! I had to call for a second lock-out code and then re-arrange my work schedule the next week to go get it recalibrated which they charged me $20 on TOP of it. I didn't go to do that JUST BECAUSE. Your unit MALFUNCTIONED. I don't care what your data logs say, it stopped working. You need to clear any balance DUE and refund that money. I am not paying you guys a dime more. 

  R/S

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

  

  Business Response

  Date: 07/11/2024

  The data logs are automatically generated by the ignition interlock device, and all data is transmitted automatically without any human interaction. The data can not be manipulated or altered as it is an electronic file. As stated in the previous responses, the data log shows that the unit was functioning properly in accordance with state program rules and regulations.

  ****************************** had an ignition interlock device installed in his vehicle on September 7, 2023, as a requirement of his Driver' License reinstatement. The ******************************************* program rules and regulations are established by the State of Colorado, and the interlock device must log skipped tests and that the unit must "lockout" based on parameters set by the state for skipped and/or positive tests are recorded. As stated by ******************************, his unit went into lockout mode due to skipped tests, therefore the unit required an additional service so that the data could be downloaded, the unit be reset, and the data be transmitted to the state. This results in the addition of a lockout fee. Further, when a unit is in lockout, the state allows for a temporary lockout code to be used to allow the interlock device to allow a vehicle to be driven to a service center. ****************************** submitted an incident report to request a refund of the lockout fee and lockout code fees, this request was denied as the fees were not due to a unit malfunction. Violation lockout fee requests when caused by a mechanic must be addressed with the mechanic. A review of the data logs show the unit was functioning properly throughout the month of March. There are no notes in the account showing ********************************** contacted Smart Start to report any problems with the operation of the interlock device. As stated in the complaint, there were vehicle issues that required repair, these were all unassociated with the ignition interlock device therefore any costs for repairs, towing, and inconvenience would not be the responsibility of Smart Start. Regarding the complaint about fees and payments, the $312.67 was a past due balance, and the $64.02 is the removal authorization fee that is still showing as a past due balance. The statement concerning your being pulled over and having your license taken for a year would need to be addressed by the ******** of ***** Vehicle as they determine eligibility for driving privileges, not the interlock vendor. The request for a refund of $1,398.02 is denied.

  Customer Answer

  Date: 07/11/2024

  Complaint: 21887091
  
  I am rejecting this response because:
  The device DID stop working in March 2024 not due to skipped test. I am telling you it wouldn't register any time I blew in it. This was your company and your device's fault. Why don't you check with 5 Star Auto and ask them.  They gave me a new unit - there were no missed tests. You need to get your facts straight and stop making things up.  You still want to give me this c*** answer that it was missed tests. And further when my vehicle broke down I had called to ask to have it installed in my new vehicle and after 50 minutes of holding I was told you couldn't send anyone out to the location and as a result I was driving my new vehicle without it and further got my license taken because of your company's inability to help their customers.  You need to make it right and refund the money and stop calling me asking for more money from me because I'm not paying another dime to you guys.  My next step is to contact my attorneys which I will be doing tomorrow.  Thanks for being a reputable company and offering good service to your customers.  You guys are a joke and get paid to s**** people over.  **************** garbage customer service, garbage customer complaint resolution. This is how you treat your country's veterans? Absolute trash. I hope you feel good going to sleep at night with your dirty money. Wak. 

   

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

• Initial Complaint

  Date:06/24/2024

  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.

  I paid my bill over a week ago and received an email receipt of payment but I continue to receive emails and phone calls asking for payment. I have called then twice complaining but the calls continue. They also called my son twice when he is not responsible for my debts. This is harassment.

  

  Business Response

  Date: 06/25/2024

  Hello, I have requested our credit and collections department to discontinue contacting you.

• Initial Complaint

  Date:06/21/2024

  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.

  My 366 days with this machine has been expired and I cannot get smart start to give a date to get it removed. The State has reissued my license, my parole officer has stated ********************** should remove it and Ive made numerous inquiries. I cannot get an answer and the fees continue to add up everyday! Someone please Help!

  

  Business Response

  Date: 07/03/2024

  *** notes in the account indicate that the following information has been provided to you.

  Our records indicate you are eligible for a ** Compliance Review. This review can be completed on or after day 365 of the interlock installation. Please come into your local service center to complete a final calibration. This may not apply if you are a multiple offender or if your arrest date was prior to July 1st, 2016. Check your ** D.O.S. Requirements Letter for your reinstatement date or email ********************************** to obtain your eligibility date if you are a multiple DUI offender or your arrest was prior to July 1st 2016.
  
  
  THIS SERVICE IS NOT THE SAME AS YOUR MONTHY CALIBRATION: *** service technician must perform a different process to generate the records that are sent to the ************* of ******* ***re is no charge for a Final Calibration. ** D.O.S. will then evaluate your records which can take ***** business days on average. We will send you a follow up email once we receive the Compliance Review Certificate from the ** D.O.S.
  
  CONTINUE TO PAY LEASE FEES: You will be subject to your monthly lease fees while the device is on your vehicle during the review process. Your Final Calibration may fall on the same day your lease fee is due, you must pay your lease fee. Missing a monthly service calibration MAY extend your interlock requirement a minimum of 120 days.
  
  ** INDIGENT PARTICIPANTS: If you are on the Indigent Funding program your account funds may have ended and you may be responsible for ALL fees after today. *** standard lease fee is $99 plus tax and removal fee is $75 plus tax. Failure to bring your vehicle in for the Final Calibration will cause a delay in the removal process and cause you to accrue lease fees. We can bill the next service to the ************* of ************************* but all fees will be responsibility of the client if the payment is denied. We CANNOT service your account without payment if your indigent funds have been exhausted.
  
  See this link provided from the ************* of ****** explaining the *** Compliance law.
  www.tn.gov/safety/ignitioninterlock
  IMPORTANT!!
  If you have a Final Calibration in a state other than *********, you are REQUIRED to email us when you have your Final Calibration completed. Other states Do Not have the ability to send the report to the ************* of ******* Failure to do this will cause delay in the removal of the interlock!
  
  

  Customer Answer

  Date: 07/17/2024

  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. 

  OK!  I have been taken care of! I received the letter from Smart Start stating everything was clear on my ability to have the unit removed from my car and that was done on 7/12. I have my unrestricted license back. The only downside to this was that I had to pay the rental for the extra month it took them to straighten their/my account out for the machine rental.

  But thanks to you guys for the help in getting this straightened out. My fault for making a bad decision, but I dont believe I deserved double punishment. Thanks so much!

   

  ***********************;
  

• Initial Complaint

  Date:06/20/2024

  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.

  Trying to get credit for missed appointment fees, trying to simply CALL and speak to a LIVE person who doesnt hang up on you.I have been involved with Smart Start since 11/23 and can never get hold of a live operator. When I do before I finish explaining they transfer me where I hold again for over thirty minutes or am sent directly to a voicemail. This is extremely unprofessional. Smart Start gets away with this because their customers are FORCED to have a device in their car. I feel I am being discriminated against every-time an agent speaks. They also cannot help at all - poorly trained staff who plays ring a round the phone. It is discussing and unprofessional.

  

  Business Response

  Date: 06/25/2024

  Hello, Smart Start charges a missed appointment fee when a customer does not show up for their appointment on the scheduled date. The next appointment is printed on service tickets and can be accessed online via our client portal. Missed appointment fees are not refundable unless due to an unexpected closure of a service center.

• Initial Complaint

  Date:06/18/2024

  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 am attempting to obtain a $221 refund for a tow bill when an interlock device on my vehicle failed to function. The request for refund was approved by SmartStart in March of 2024 and has not been made. Multiple emails requesting information about the refund have been unanswered. Messages left with SmartStart's refund department have not been returned. Two separate incidents have been filed requesting the refund and multiple conversations have been had with customer service **** by phone that have failed to produce any information as to when I can expect my refund.

  

  Business Response

  Date: 07/03/2024

  Hello, our records show that this was paid on April 26, 2024. 

  Customer Answer

  Date: 07/17/2024

  Complaint: 21865543
  
  I am rejecting this response because:  I have told the business I did not receive those funds and requested that they reissue the check but they will not respond.  They should be able to see that the check was not paid, however, they will not even communicate with me. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/23/2024

  Hello, I am told by our accounting department that an expedited refund request is being processed.

  Customer Answer

  Date: 07/31/2024

  Complaint: 21865543
  
  I am rejecting this response because:  While the one line response sounds nice, I have repeatedly been told previously, on the rare occasions that I've been able to talk to someone, that it would be taken care of.  The fact that the response provide no detailed information as to when the check would be mailed coupled with their past behaviors give me no confidence that this response will result in a resolution... which would be me actually receiving the funds.   
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/13/2024

  Hello, our records show that the refund was approved and processed. If you have still not received the check, please let me know at ************************************

  Customer Answer

  Date: 08/13/2024

  Complaint: 21865543
  
  I am rejecting this response because: I have not yet received the check from Smart Start though I continue to carefully review my mail daily looking for it. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/16/2024

  Hello, per our prior response, our records show that this was paid on April 26, 2024. If you have not received payment, please contact our accounting department at ************ and your banking institution.

  Customer Answer

  Date: 08/16/2024

  Complaint: 21865543
  
  I am rejecting this response because:  This is old information.  After many attempts I was told they claim to have issued a check in April.  They have been informed multiple times that I never received a check.  They have been requested multiple times to reissue a check.  I have asked them many times to verify my correct address at **************************************************************.  This seems to be more of the same willful attempt by this company to prolong the process until the consumer gives up and they do not have to honor their obligations.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/26/2024

  Hello, please contact ********************* at ************************************ if you still have not received your refund. Our records show that it has been processesd, *** will be more than happy to follow up with you and the accounting department.

  Customer Answer

  Date: 08/27/2024

  Complaint: 21865543
  
  I am rejecting this response because:  I have still not received the refund after many months of repeated efforts. 
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:

  
  I have received and deposited the check.  I will notify the BBB and Kansas AG the matter is resolved.  I appreciate your quick help once we were connected to you, but I sure hope SmartStarts leadership will look into the this massive and pervasive breakdown in organizational process.  Ive honestly never experienced anything like it. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/18/2024

  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 company has been trouble since day 1. They keep upping my calabration fees and I am in lockout due to a calabration past due because I cant get a hold of anybody in the company Im supposed to have it uninstalled on 6/18/24. The place I went to is now closed and have no idea what to do. I have been paying for a Lyft to get to work and home and it costs over $65 a day. This is ridiculous. Take our money is fine, but when we have a question or need help they make you wait on hold for over an hour. Terrible company and my attorney will be notified

  

  Business Response

  Date: 06/18/2024

  Hello, Smart Start has multiple service centers that can be found on our website at **************************************************, or on our client portal. Any past due fees will need to be paid in full prior to having the device removed. We also recommend you contact the state driver's license authority to determine if you are eligible for removal or what sanctions you may suffer if the removal is done prior to the date determined by the state.